How do I....?

 Is anyone else using FreshDesk within your organization for customer support, and FreshService for the organization's internal IT department? Wonder if anyone has tips on how to get them to work well together for a well-rounded support structure for the entire company.

According to your article, macOS Catalina is not listed as a supported OS. I've installed the agent on two Catalina test machines. The first Catalina machine (configured in Jamf MDM) doesn't report at all. This might be a security setting blocking reporting; I need to investigate further.The second Catalina machine reported, but its data attached itself to different device -- one that was used to migrate a user directory (using Apple's Migration Assistant) to the machine with the agent installed.Anyone successfully using the Discover Agent on Catalina machines?Thank you.

I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?

Hi,Various Asset types can have different components.e.g. Servers show “Processor”, “Memory”, “Logical Drive”, ..   or Printer show “Input units” or “output units”.for Switches the only component is “Interface”.how can i define and fill a new component for a switch. i want to add different modules such as “Power Supply” or “SFP”and is there an API Call to access and modify such?thanks, Günther

Does anyone utilise Freshservice for the kind of scenario wherein the ticket is initiated by an agent and requires a requester’s input?  If so, what is your approach?   An example of such a scenario: Conducting a user account review for a system, so an IT system owner (an agent) will ask department heads (requesters) to review a list of user accounts and the permissions assigned, confirming that they are correctSome approaches I thought of:Initiating a ticket and sharing it with a requester?Initiating a ticket on the requester’s behalf and setting the status to ‘Pending’ ? Any ideas are welcome, thanks !

Has anyone had any issues in Teams with getting a message from the Freshservice bot saying “sorry I couldn’t recognize you as I was not able to find an email address to your account. Please consult your IT admin to fix the issue”?

Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket?  Our old system would key off a string in the subject line.  FreshService seems to work differently.

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination o

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? 

Hi - I already went through the articles that might be related to my problem but couldn't find any solution.  I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets  But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view!

Hi, I am trying to connect to FreshService via an AP. Everything had been working perfectly, but today I received this message:{  "code": "access_denied",  "message": "You are not authorized to perform this action."} I can no longer connect through the API. Nothing has changed on the account, but I am wondering if some account settings need refreshing? If this is the case how do I stop this from happening again. Many thanks

Hello,I'm busy for a few days to change the adaptive card in MS Teams, via the Fresh workflows I'm using the app “Post message trough Power Automate”: Via MS Power Automate it will send a card to my Teams channel, but my subject or other values are not completely visible. See my example; Does anyone have any ideas how I can fix this?

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshservice APIs now support OAuth flow. The article directed me to your documentation at https://api.freshservice.com/#intro. However, only api key authentication is mentioned.Can someone share the steps I need to take to implement my integration using OAuth authentication flow?

Is there a solution to this problem? Have created a support-ticket too for this. Problem:when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.Expected behaviour: The reply be sent in the same existing ticket and not a new one. 

Can I embed the search bar in my own site? I'd like to enable my clients to search both solutions and forums.Thanks!

Do we have any option to notify all requesters that there is a new announcements ?As they don't get notified unless they logon the system and check the announcements manually

Does anyone know the Configuration key for Helpdesk URL for Freshservice mobile app?We are deploying the app on end user mobile devices and need to auto-fill the Helpdesk URL.Thanks  

The ask here is we have a multi dropdown containing a list of applications. The owners of the applications are polulated in a custom object. Once the catalog item is submited. For each application selected in the dropdown. It should send an approval to the application owner which can be oulled from custom object. Using "Workflow automator".

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

I was wondering if it was possible to create an automation that reads data from entry fields in the parent ticket such as Employee Name or Contact Number, and puts it as a note in the child ticket. Any help is appreciated.

The reporting section will tell the number of "resolved" tickets, but that number includes closed. Since there was a felt need to have both resolved and closed as the type of ticket, I feel that the reporting should either accurately reflect only resolved, or it should indicate that it's both.We resolve a ticket only when the issue/request is fixed/completed. If it wasn't, but the ticket is no longer needed for any reason, we use closed. It will skew metrics to have the "resolved" number include both closed and resolved tickets.

Hi,Can I get Hide/ Disable actions for both custom and default fields in both Card and list view?

Simple request, please.How do I write a webhook that changes the requester’s email address, when a ticket is raised, to a specific, pre-existing requester email address. example, change from my email address (i.cameron@abdn.ac.uk) to a generic address, in this case, unknown@abdn.ac.uk we used to have this working but suspect change to APIv2 has broken it.   

Hello, We have a rule/automation that re-opens tickets when a reply is received. Some of these replies are just reactions. Is there a way to stop these? Has anyone found a solution?  

I edit a number of tickets as part of production support. Each time, it produces a pop-up notification in the top right corner of the screen that never auto-dismisses. I’m forced to click the [X] button for each one. How do I stop this madness?