How do I....?

Dear team  Getting below validation error while creating ticket from api v2 I have added all mandatory fields but still same Can anyone please check and advice  {    "description": "Validation failed",    "errors": [        {            "field": "lsungsversion",            "message": "It should be of type String",            "code": "missing_field"        }    ]} 

Hi, I don't understand what's the real difference and the best uses for each of those two utilities, can someone explain me?Thanks

Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.

Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?

Hello,  Is it possible to use a Microsoft Shared Mailbox for Email Settings/MailBoxes? I found a post from 2 years ago on FreshService forum but it seems it wasn’t available at that time.  I tried going to Admin → Email Settings and Mailboxes → New Email Settings → Provided ‘Your service desk email’ (ex: infotech@mycompany.org), ‘Incoming and Outgoing’, and finally click ‘Sign in with Microsoft’. Following this guide, I clicked on ‘Sign in with Microsoft’ but it loads for few seconds then gets automatically changed to my personal username. It won’t ask me to sign in using that account either.    This doesn’t appear for

Hi,How I can setup an SLA policy for VIP users?Right now we have a SLA policy for every user but I can’t create another policy for VIP users.Thank you so much if you know how ;)

We are new to ITIL and are trying to wrap our heads around everything.  I think we have incidents vs problems, incidents vs service requests, and changes and releases understood but I feel as though we are missing something when it comes to incidents/services requests spawning Changes.  Freshservice allows you to create a problem or change from an incident ticket.  However, if the ticket type is changed to a service request, you can no longer create a change (or problem, though that one makes sense to me).  Could a user's service request not require a change that needs use the Change -> Release functionality?Also, I don't see a way for a user to specify if their request is an incident (or in their minds a "problem") or a request.  Am I missing something here?Many thanks!

Has anyone utilized Freshservice (or Freshdesk for that matter) in any type of project management capacity?We've experiment with using problems as "projects", since a project is going to have a change and release associated with it.There's also usually a incident as well to keep that as the communication with the person requesting the project. If the project request is someone in the IT department, we haven't been creating an incident ticket in those situations.The main challenges were facing with this approach1) Sorting and filtering of problems (and changes and releases for that matter) pales in comparison to sorting and filtering of tickets. There's not "All Unresolved" problems view and no way to "create" one. I posted a feature request, https://support.freshservice.com/support/discussions/topics/304139, for that. Please go vote it if you think you'd like it.2) Using Problems as proejcts se

I have gone ahead and did a full data export, is there a way for us to download all the attachments and store them offline?  I know through the data export in the XML I can see a attachment URL, but i was wondering if there is an easier way to just download all attachments for a certain period.  thank you! 

Anybody else having issues with Freshservice retrieving emails to turn into tickets?These are the settings that worked for me previously.Incoming Mail server: outlook.office365.com:993 (SSL) (Auth: Plain)Outgoing Mail Server: outlook.office365.com:587 (SSL/TLS) (Auth: Login)

Hi all,I was wondering if anyone has any suggestions on how to handle sensitive tickets which you only want one group to be able to see, such as in our case, Security tickets.Our use case is - we want to be able to have our users log a Security ticket which is only viewable to a portion of our Agents (Security experts & Major Incident Mgrs). Our current solution sucks - we have had to make the entirety of our FS restrict access by group, so they can only view tickets assigned to their group. This is somewhat a workaround, however it means that access and visibility for all non-Security tickets is poor and I run into a whole host of complaints and problems around people 'losing' tickets as they get moved around the support teams. It requires a lot of admin, trial and error, and is ultimately not remotely scalable. It seems ridiculous that there is no way to restrict access to a specific group, but I have to inst

Good day, I've encountered a problem with getting agent data via Freshservice API. I'm making a GET request at '/agents/${id}’ to accuire an agent user data information, but in response I'm getting 404 Not Found Error.I use requester Id that is present with the creation of a ticket. I should note, that when the requester is not a Freshservice agent I can get their data just fine. How can I fix this problem, or is it a known problem? If so, when I can hope it will be fixed? 

Anyone know how to do an API get request from the iparams page?  I keep getting this error when trying to pull in the groups to a dropdown for mapping between two systems.Access to XMLHttpRequest at 'https://domain.freshservice.com/api/v2/ticket_fields' from origin 'https://d3h0owdjgzys62.cloudfront.net' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.Yes, i have added this to my headers.  It works from everywhere but the app.Thanks

I am about to make a new service catalog with items in it,  but unfortunately did I by a mistake not clone a template but overwrite it instead. So the Thumbnail picture is now gone - no where to be found :( Can I, in anyway find the Freshservice default Icons for service catalogs somewhere? I don´t think this will be the last time, and I really need a mobilephone Icon :D  Please help us out 

Hi, What is the difference between "Group" and "Department" in tickets ? I think that "Group" is to submit a case to agents and "department" is a indication about submitter origin. Are-you agree ?Is-this a best practice ?Thanks

Hello Freshworks Community!!! Hope your week’s been off to a great start! Whether you’re powering through big projects or taking a well-deserved breather, we’re excited to have you here.I’m ​@Sai Swasthika part of the team behind Freshworks University — our customer learning platform built to help you master Freshworks products and drive real-world outcomes. We’ve recently revamped our platform to bring you a more structured, intuitive, and engaging learning experience — complete with new self-paced courses, certifications, and hands-on exercises tailored to real customer use cases that will help you learn, grow, and succeed with Freshworks products.If you

Freshservice is mostly for internal employees. But can it be used by the company customer? If so then how to enable and onboard them?

Is it possible to get a hyperlink from a service catalog item so you can place that one item someone where it may get more traction, such as an employee intranet page?  I’m looking to put one of our Service Catalog Items directly on our Lending Intranet Page to help them streamline their lending platform issues being reported.  This would provide less clicks for staff looking around for answers, and direct them exactly where they need to be.Has anyone done this before? Is it even something we can do?  I see we can add a hyperlink into a Service Catalog Item, but just am not able to find where a path would be for a certain Catalog item.

Hello,We have just setup Orchestration and have it to the point of setting up new employees within AD. I am unable to see a payload for Job Title and Location which is must have information when creating a new employee without manual input. Is there anyway to amend this to include it? or another work around currently?Thanks,

Since we upgraded to Freshworks Organization, we lost the ability to edit photos for requesters, agents, etc. Looks like the only way you can do this now is for your own account. Is there something I missing? When clicking Edit Profile, there’s no tab that includes the photo. Do we need to turn something on in the admin section??

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.

User acceptance in freshservice when asset is allocated.

We're currently using automatic ticket assignment (Round Robin) with an Agent Group. Our Support Team is only available for 18 hours of the day. When agents are done at the end of their shift, they turn off Auto Assignment to ensure they are not assigned tickets outside of their shift.Some customers will create tickets outside of Business Hours. Since no agent has auto assignment enabled during these overnight hours, these tickets are not assigned to anyone.While we can request that agents that are on the morning shift to check the Unassigned view for any tickets that came in overnight, I'm wondering if anyone else had suggestions on how they handle this particular situation.In an ideal world, Freshservice would look for any unassigned tickets and distribute them bit by bit once agents start becoming available (by enabling A