How do I....?

Page load times for our company have gotten increasingly worse over time. Sometimes it can take 40+ seconds for a ticket to fully load and to become responsive to even the most basic actions.We have been stuck waiting for a fix for quite some time and we are wondering if anyone else is noticing the same thing?

Setup a simple "when priority is updated from any to high/urgent, then send email"Updating the incident priority has no effect, I must be missing something, any ideas ?Thanks in advance

While reviewing the documentation on how to view a ticket in API v2, there is an error in regards to the Embed options when viewing a ticket.In the Embed options table, the option for "requester" provides the incorrect include parameter and description. The value for the "include" parameter states "company" (which isn't an available option) and the description states using the value will return a list of tags (which has nothing to do with the requester).In addition to this, the Embed options table doesn't list that "tags" is a value that can be used.See the attached screenshot for what happens when you try to use "company" as the value for the "include" parameter.

Is there a workaround to just open a specific category when going to Service Cataloginstead of getting all items displayed mixed up?Thanks a lot for advice

I have followed the steps here: https://support.freshservice.com/support/solutions/articles/157152I am trying to use: action:note - Add a private note to the ticketThis does not add a private note. When I use @simonsays "action":"note" @simonsays it adds a note to the ticket but it is a blank public note. If I remove the whole command and reply to a ticket it adds it as a public note with text body included. What am I missing?

I can see in the "Helpdesk At A Glance" report that it shows the number of reopened tickets but I am curious if there is a way I can see which tickets specifically were reopened? This would be hugely beneficial to us.

Is there a way to clear a field on a csv import? We have created a requester field that may or may not have data.  I'l like to clear the field with a quick import.

Hi,I am trying to create an automator to email periodically when an urgent ticket has less than 24 hours until it is due to be resolved.However, I cannot seem to figure this out or find how to add the "due by" condition during the creation of this automation.Can anyone help? Thanks

Hi,I wonder if is possible to hide Incidents as a whole, since we are already using Service Catalog. In the near future we would like to show it again but just a few people/groups in the org. Thanks in advance.

I need to update my email address but prompts an error:I searched if the email is already been taken but no results found, neither in requesters nor agents list

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I have followed instructions for reply threading referenced here:https://support.freshservice.com/support/discussions/topics/308918No matter what I do I cant get new emails to thread to existing ticket. Scenario:I create a ticket in freshservice that gets assigned to an Agent that is actually another internal system that creates its own ticket for the issue freshservice creates. (long story!)The second system doesn't actually reply but actually creates a new "notification" email back to the freshservice system (that would seem to be coming from the assigned agent). So in order to thread it to the correct ticket to add a note I have put the freshservice ticket ID in the subject line of outbound notices from the other system. In fact I have made the subject line match exactly. However, none of the recommendations in the above thread work. I have added ticket ID to the subject line as [#{{ticket.id}}], (#{{ticket.id}}), and just #{{ticket.id}}. None of it will thread correctly. Because th

I love the Requester Responded alert on my tickets, but I would expect the alert to go away after I've read the response.  How can I make the alert go away without Replying to the Requester again?

Is there any information anywhere on the behaviours of CC and BCC on tickets. You are given the option to remove an individual user or clear the whole CC box but doing any of these still sends the agents responded to the user you removed/cleared in the CC box. To me this is wrong and if you explicitly remove a CC it means you don't want them to receive the response for whatever reason much like an email this could prove very costly and the response should only go to visible addresses on the agent's reply. If the requested then reads the CC then yes it should reappear. If this is by design then you should not be able to remove the addresses in the CC box.Is anyone else aware of this as I've been using Fresh service for 3 years and I was unaware of this?

Hi there,I am trying to get backdated invoices for my FS helpdesk. I had them all saved on  TD but it has unfortunately died.I have emailed support 3 times and had no response, if anyone has any advice on how I can get these invoices I would really appreciate it.Thank-you,Ryan

Hi Team,We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.

When using the Bulleted List element in an Email or Note in any type of ticket in Freshservice, the bullets don't appear in either the editor or the saved Email/Note.Looking over the styling of an unordered list (UL), I noticed that both the UL and OL elements are told to not have any kind of list style.When using a Bulleted List, seeing the Bullets is expected behavior (as far as I'm aware).I have attached a screenshot of a Note I added to a ticket, the HTML outputted, and the styling applied to the element.

I've been over and over the topics and can't find what I need. We are forcing incident category when closing a ticket, the problem we are having is when a service request is placed the system is also forcing categories for these. Is there a way to separate the categories between the two so my techs are not choosing the wrong category? If not, how is everyone handling this process? I've tried several ways to handle this but am not happy with the way it's set now. Do you list both request and incident categories under the same item?

When showing the relationships in IE11, the view  is scrumbled. When opening in Chrome this is working fine see printscreen 1

This is a very minor issue but wanted to report it through the forum in the event anyone else has seen this occur.Not all of our agents are keyboard jockeys and prefer navigating with their mouse. When they are searching for a ticket number provided to them via external communication needs (Slack, email, etc.), the agent will copy the ticket number, right-click in the Search field in Freshservice, and then choose Paste from the contextual menu. When this occurs, the search results do not autocomplete in the search field.Typing in a ticket number or using the keyboard shortcut Ctrl+V / Cmd+V will autocomplete the search results properly.I have been able to replicate the issue in Google Chrome 68 on macOS 10.13 as well as Microsoft Edge 42 on Windows 10. See the attached recording for an example of the issue.

If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem.  (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response.  This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.

Currently I am in freshservice development and I created a app to check some of the information of the asset but unfortunately I only get like name.  client.data.get('requesterAssets') .then(function (data) { console.log(data); }) catch(function (e) { console.log('Exception - ', e); });  

We are having trouble getting crisp images uploaded onto the Service Catalog items we create. We uploaded a 130x130 image, we tried increasing the size / resolution, changing contrast settings, we even had support help us with configuring the image. Still fuzzy. What is really strange is if we "Change Image" the preview is crystal clear, it only becomes distorted when we save the item (draft or published, doesn't matter). Anyone else experiencing this or have a workaround?

Has anyone had issues getting billing support or refunds from Freshservice? They overbilled me by over $7000 and have been giving me the runaround for over 2 months now. They keep saying I’ll see it in 10 days but that never happens. I like their product so I do prefer to stay with them but this is ridiculous. If it were a few hundred then I would not be as upset.

Hi all,Hoping someone could help with changing the ticket subject when a ticket is logged.I have a form field that specifies a list with 3 levels, and I want the subject to change to whatever was selected in the list.Here is the code that I have specified in the webhook:{“subject”: "{{ticket.untitled}} - {{ticket.cf_111}} {{ticket.cf_222}}"}Along with the callback URL that I used:https://DOMAIN.freshservice.com/api/v2/tickets/{id}Attached are screenshots of how it is setup.Many thanks in advance!