How do I....?

Hello, i have trouble setting up automatic email responses for different languages. I set up all the languages I want, some work some don't. Does anybody have solutions for that? 

Is it possible to add the option, or a field, on a service request item that allows the requestor to upload a file when they complete the service request form? I am not seeing a built in method for doing this.

Hello,I have a due date Date Field on several forms and I want to be able to do a validation on the date that is entered when the user submits the form. I know I can do this via Business Rules for Forms, but I am having challenges getting it to work with my specific scenario.I want to check that the date selected for the due date, for example, is seven days from the current date or after.How exactly do I set the conditions to get this to work correctly? Every option I’ve tried does not work.Thank you!

Hi all I’m setting up a custom mailbox, but I do not get the prompt to confirm the account I want to use. Freshservice automatically take my own agent/admin account mail and put in. I’ve tried to serval times in booth Edge and Chrome - also in private/incognito. If I try “use another account” it just shows my mail again after 5-10 sec, and no popup to confirm account…Any suggestions? 

Hello all,My name is mukesh karkey ,  My question that Freshdesk is available for Python integration. I just want to integrate phython for my e-commerce website. If yes than How can I integrate Freshdesk with Python for automating customer support tasks?

Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone has come up with a unique way of handling this.Problem:I want to keep historical data for service items easily accessible in the ticket so it can be referred to at all times in the state it was submitted. This is important to ensure we have an accurate record of what the requester selected, particularly around on and offboarding.Archiving Fields:  I understand that the field is referenceable in analytics, but it does not help our requirements where agents need quick access to point in time information.Service Item MaintenanceThe workaround is cloning items here; however, this has the knock-on effect of needing to update business rules and workflows to point to the new item. Given there is no looping in workflow, I have a silly amount of no

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

We just went live with Freshservice last week, and in our old system we relied a lot on scheduled items. I’ve been setting them up in the Freshservice Scheduler, but the only way to see details is by clicking into each one individually.We also found out this week that if a requester on a scheduled item leaves the company, the item won’t create at all.What I’d really like is a grid view that shows things like the requester, frequency, next run date, etc., with the option to filter and sort. Since that doesn’t seem to exist, I’ve been trying to find a way to export them, but no luck so far.Has anyone figured out a workaround for this? 

I have found a way to automatically set a ticket to “Awaiting reply” when an agent has responded using “Ticket Reply is Sent” as the Event. But I cannot figure out how to automatically set a ticket back to “open” when a requester then responds again. 

Send an email when ticket task is overdue. Is it possible in the Workflow Automator?

Hi All,In our environment, there are situations where requesters log an incident or a service request but on analysis its found its an enhancement that is required in certain application. Once its identified as an enhancement then a new process needs to be followed such as custom approval, additional info about the enhancement and tracking of the efforts.The apps team want to be able to easily track such enhancement requests. For now I have added one of the “On-hold reason” as “Awaiting Change/Enhancement”. As for custom approval The agents have been advised to add the approvers in the approval tab manually. Can anyone advise any better way to track such type of requests.   

I’m setting up state transitions to trigger workflows (I’m testing by changing properties on a project task, for example, but the goal is to fire a webhook and integrate with another platform). However, even though the “task workflow” option is enabled within the project, nothing triggers when I perform a state transition. What could be causing this?

Would appreciate any guidance to create an Unresolved SLA Due Date Report by Ticket Owner (our custom field) that is automatically created and sent daily to each Ticket Owner. No having any luck. Thank you in advance for your assistance!

Would appreciate any guidance to create an Unresolved SLA Due Date Report by Ticket Owner (our custom field) that is automatically created and sent daily to each Ticket Owner. No having any luck. Thank you in advance for your assistance!

We utilize tasks for both tickets and projects. I’d like to be able to see a consolidated list of all incomplete tasks for my team including both project and ticket tasks. Selecting “all parent types” in the filter will result in a consolidated list, but the “status” filter seems to only be affecting ticket-tasks and not project tasks. Instead, project tasks look to be showing the task category (e.g. “yet to start”) in the results field, but as soon as I change the filter to any possible value for status, all project tasks are hidden from the results.This is behavior is somewhat reinforced by the fact that if I choose “project tasks” as the parent type, the status field disappears from the available filters entirelyIs this a bug or do we have something configured incorrectly?

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!

Is there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

Is there a way to schedule a time and date when creating a ticket task? Currently, when an agents first creates a task there is no option to set the date and the time, but the system automatically applies a due date for a few days later. In order to set a custom date/time for the task the agent first needs to create the task, save it, and then go back to edit the task. Only then will an option show up to set a custom date and time. 

Hello, Got a question, So I have a Custom user field called region where it links to the users Company Name on Entra. Is there a way to have a dropdown box for incidents that will look at the users profile to see what region they are in and assign the region from the users profile to the ticket field.

We are looking to hide/disable the ‘Add Watcher’ capability within one of our workspaces and wanting to see if anyone has found a work-around to make this happen.  Knowing that it is not a built-in capability, curious if anyone has utilized a workflow or rule to make this happen. Thank you, Josh

Hi everyone,I’m looking to install an electric geyser at home but I’m not sure what size would be ideal. We’re a family of four, and I want to make sure there’s always enough hot water without wasting too much electricity.Some people recommend a 15L geyser for families, while others say going for 25L is better to avoid running out of hot water during back-to-back showers. I’ve also read that the energy efficiency rating can make a big difference in monthly bills.While browsing models on I saw a few options, but I’d like to get real opinions from people who’ve used them — what size or brand would you suggest for reliability and lower running costs?Thanks a lot! 

Hello, I am wondering if it is possible to automatically forward tickets to an external email address? Scenario is.  A department in our organisation will be using a new cloud base piece of software, with this, they have a support contract so the internal IT team do not need to get involved.  But IT have been told we need to capture issues raised.  This means users will raise a ticket with the internal IT Team, then the IT Team forward that out to the external software support team.  IT would like to automate this process. I have looked in Workflow automations and can not find an option for this. Am I missing something?

I can’t find a workflow or a feature. The only workaround that I manage to think of is using GET web request to get the due_date and compare with today’s date.

Hi,We are planning to market the Freshservice mobile app to end users. I checked the user guide and it looks prefect. Ask from client is if we can get a German version of this guide as well as we have a large user base in Germany. Can anyone help.