How do I....?

is there a way to combine reports so I can have the Y axis total tickets and the x axis priority and have a line added to show the SLA for each priority

When replying to user from a ticket this comment is of course added to the ticket. But when a customer responds via mail to this comment, then the original comment from the agent is added as a new comment (together with the response of the customer) to the ticket. This clutters the ticket information.Is there an option to only get the customers response added to the ticket, without the email string which contains the original agent comments?

On the v2 API for View Agent/All Agents, the response doesn't include the Agent ID, only the requester or user ID.The v1 API returns both. The ID = AgentID and user_id = their requester ID.Without knowing what the agent id is, I cannot query or update a specific ID.So I need to pull data using v1 and update using v2.

We are having difficulty creating a service request from the catalog using the REST api.reviewing the documentation:https://api.freshservice.com/#create_a_service_requestit needs a "item_id":"123"However there are no details on how to obtain this item_id.We tried performing a "GET" against an existing ticket andthere were 2 id's "id" and "service_request_id" under requested items and we also tryed the item_display_id from the catalog item itself.here is some of the output: { "requested_item": { "id": 25000816737, "service_request_id": 25010108683, "quantity": 1, "created_at": "2020-02-25T14:58:01-05:00", "updated_at": "2020-02-25T14:58:01-05:00", "remarks": null, "from_date": null, "to_date": null, "location_id": null,

How does the Freshservice tool decide whether an email request is an Incident or a service requests. Is it defaulted to service request?

Is there any documentation on proper forming of conditions that are looking for text in the body of an email.  Quote marks seem to not work, but some topics we want to look for are parts of other words.

After a recent update to Freshservice there have been some unfortunate UI design changes. When adding a note to a ticket you have to choose between public or private notes. This used to be a switch but has now been changed to a drop down box selection. Why change it from something easy and fast to something that requires multiple clicks? This is annoying and bad UI design in our opinion. Is it possible to change this back or is it just by-design in the current version?

Hi We recently moved to Freshservice and have a custom email support @ company name.com being forwarded to Fresh services. We had emails working up until yesterday noon ET and then after than no emails are being RECEIVED from Freshservice. We checked our mail servers, but there is no mail in the queue that was received from the Freshservices server. When we contacted support they provided that all is well answer. Has anyone experienced this issue before and can help with any root cause? Thanks

Has anyone found a way to view the notes when someone approves/denies a ticket?Our end-users want a way to see why something is rejected.The wonderful FreshService overlords are telling us they must reply to the email that notifies them of the approval request. Right now, the approvers add notes to the approval, but the only people who are able to see the notes MUST be agents.

Whenever I update a ticket in any way, I get the notification in the upper right corner of the window, such as "Note has been created". This is fine, but it's located over user interface elements for creating new tickets, switching to tasks, etc. Especially if three notifications are stacked, I either have to wait for them to time out or close them all, which is a frustrating experience, slowing down work. This really gets in the way of closing one ticket and opening another. Can this notification element be moved to the center of the screen or somewhere else where it's not covering up other interface elements? 

Is there a limitation or bug related to my inability to update a Service Item's due_by property via API?   Any way to do this w/o having to change it to an incident type (which does not work in our case).using resource (PUT) /api/v2/tickets/1234with JSON payload { "due_by": "2020-01-12T21:28:08Z" } throws a business rule error in the response payload { "description": "Validation failed", "errors": [ { "field": "type", "message": "It should be one of these values: 'Incident'", "code": "invalid_value" } ] } 

Hi team,Does anybody know if there is a way of disabling the images from showing in the service catalog? We don't use the images and by showing them on the catalog it only takes up space and makes it difficult to navigate. I have tried searching through CSS and customization but I don't know how to proceed.Thanks!Nissy

if group not selected and assign direct agent then ticket redirect again to helpdesk team. could you please check the issue

Hi,Is it possible to create a ticket anonymously in freshservice, like a whistleblower function?

What the title says. I do a lot of my work in the app, and it does not drop a period when I double-tap the space bar. It would be nice if this could be fixed since this behavior is contrary to almost every other app on iOS.

I'm in the process of setting up our Freshservice instance but have run into an issue with email going from Freshservice to our end users. When an email from Freshservice is received in Outlook it has two errors under the address details:"We could not verify the identity of the sender""The actual sender of this message is different than the normal sender"I've setup the SPF record correctly and can see from the message header that the SPF check has passed.I've also setup a rule in exchange online which sets the emails to bypass the spam filter with a report being sent to myself every time the rule is triggered so I can see this is also working as it should, I can also see in the message header that the SCL is set to -1.I've also tried adding the address to our safe sender list but this made no difference either.Any help would be greatly appreciated.

I was not able to find instructions for accessing the Freshservice API through PowerShell so I am providing a few examples that may benefit of other customers: # Set global variables $APIKey = 'Your API Key' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') # GET example: get all users (limited to first 50) $URL = 'https://yourcompany.freshservice.com/itil/requesters.json?state=all' Invoke-RestMethod -Method Get -Uri $URL -Headers $HTTPHeaders # PUT example: update a user $URL = 'https://yourcompany.freshservice.com/itil/requesters/[id].json' $UserAttributes = @{} $UserAttributes.Add('name', 'John Doe' $UserAttributes.Add('phone' , '(123) 456-7890') $UserAttributes = @{'user' = $UserAttributes} $JSON = $UserAttributes | ConvertTo-Json Invoke-RestMethod -Me

Does anyone know of a way to put the notes in the most recent order?Currently it shows the oldest, therefore you have to scroll all the way to the bottom to find the first note

Greetings everyone.I'm looking for a way for requesters to update an existing service request and for agents to see updated information on an existing open request form after changes are made by the requester.A requester opens a service request which contains about 15 fields (dropdown, text fields, check boxes). Initially, they may not have all the information to complete each field. After submitting the form, I'd like to have a way for the assigned group/agent to see any new changes/edits that the requester makes after the original submission. Any ideas?Or is there a better approach than the scenario above?Thank you for any ideas.

When a form field is deleted, any existing tickets made prior to that deletion should still have that form field with the response available and visible.Majority of the time, we are making changes to forms to prepare for future scaling and changes, such as removing our code-based dynamic fields and using the option to create them using the GUI. However, we are unable to make these changes because it affects ALL existing tickets by removing the form fields and responses from that ticket, so we potentially lose valuable/required context to complete that ticket.It is not ideal to have 100% of all tickets related to a service item closed before we make changes. Not only that, but we lose any historical data on any tickets already closed as well.

HI - looking for some guidance.We have high value email alerts sent to Freshservice so a ticket gets created automatically.What we would like to achieve is that if a new ticket is created and it has the exact same subject as another open ticket ------ then either the ticket is merged automatically OR added as a child ticket OR the original ticket updated.     Whatever is the easiest to do.and avoids duplication of tickets.Any suggestions?  Thanks in advance.

So, I want to assign different SLAs for differents requesters groups that are located on differents locations. All my support team are located in one place, and we support differents regions that have specific holydays each one.How can I do this? 

The title of an approval screen doesn't respect the capitalization of the original string.  It makes words with acronyms in all-caps look incorrect.For example, we allow users to request access to Google Ad Manager (DFP).  The "DFP" in the approval title looks incorrect.Summary screen it's correct:Approval detail screen incorrect:

I am in South Africa and I am not sure if I am the only one experiencing a delay with Fresh service email notifications, all notification features, from "forgot password", 'Ticket created', .....

We received email notification when one of our networks goes down. How do you have the system create a ticket for the outage but not send a response back?