How do I....?

During the time of crisis, every email that you send out to a requester should make them understand that you care about them. Now, think what a generic sounding email message would make a requester think about your service desk. Wouldn’t it be nice if you could add a personal touch to all the emails you send?With placeholder (attributes & texts) you can get the problem sorted out in a jiffy. Confused much? Let me elaborate further as to how placeholder (attributes & texts) can come into play.#1 Personalize your emailsWith placeholders, don’t just send conventional emails rather add personal references (attributes) such as requester name or ticket URL to your mails to invoke the recipient’s attention and for a more personalized touch without much effort. To insert placeholders in your email template, navigate to Admin -> Email notifications -> Insert placeholdersYou can also extend the usage of placeholders (texts) to your service catalog and add them as an input field bel

Hello,I know there is a feature to allow requesters to view all tickets within their own department, but is there an option to allow all tickets to be searchable by any requester in our system?The need for this is to allow users to search the whole system for similar issues that have already been resolved but do not yet have a solution article.Thanks!

Hello,Due to the way our FreshService is set up, the tags are, for some reason, case-sensitive - so "PDF" will register differently from "pdf", and "Internet Explorer" is different from "internet explorer".When I attempt to create a ticket with tags with the same spelling, but with different capitalization (in my case, attempting to generate a ticket with both 'pdf' and 'PDF' as a tag), upon clicking 'Create', all fields will be reset (save the tags) and I will be unable to send another ticket, even if I fill out each field one more time.Of course, submitting a ticket without repeat tags works fine.Is this an issue with us, or is it something in FreshService itself?Thanks for any help,Jurell Palo

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 Auto Assignment).

Does anyone know if we have the ability to monitor the effectiveness of the solution articles based on the thumbs up and thumbs down feature? The only way I can find to check out the stats on if the user finds the article helpful is to manually click through the solution article folders.-Sal

 Anyone help, so a customer raisies a ticket and recieves notfication of such from freshservice, after that, any reply too or from the customer is not recieved through an email notification. the ticket is being updated but no one is recieveing notification !! i have tried freshservice support they ony seem to work part time !!! useless !!!! anyone else help ? thanks

Every email outbound from the service desk contains a 0x0 pixel web bug in the bottom of the source, with an external href that looks like "<img src=3D"http://email.freshservice.com/wf/open?upn={long UUID}This shows up in common email clients as "blocked remote content" and causes friction. Not loading the blocked remote content does not impact functionality in any way.How do we get rid of this?

 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.

When you put URL place holders into URLs it does not generate appropriately.*It use to work OK - something has changed.Step 1. Insert HyperlinkStep 2. Go back and edit the hyperlink you can see that it has added ad additional "http://" Which is wrong because the Ticket URL contains this already + It is HTTPS.I guess you could edit the HTML but we shouldn't have to do this.

 I am trying to setup a webhook for Continuum to post its ticket updates.  They sent me the following about the payload they send  and how they send it to the webhook:We  are passing the Content-Type  as “application/x-www-form-urlencoded” in POST request.Body of the HTTP message sent to the server as a long query string -- name/value pairs are separated by the ampersand (&), and names are separated from values by the equals symbol (=).  Header:- Content-Type: application/x-www-form-urlencoded Sample body:- action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456 For GET there will be not body part, so no Content-Type. We will call the callback url  and the data will be append to the url Eg:- http://mycallbackurl?action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456How can I configure the webhook to work with this?Thanks,

Is it possible to add a setting that allows FreshService to strip email signatures from tickets etc submitted via email?

Hi,The alignment of locations is quite annoying to look at. Presently things do not line up in a sensible way. An example is attached.It would be good if everything lined up in an organised fashion.

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

Hi,Whenever I try to invoke resize finctionality, like  freshClient.instance.resize({width: "100%", height: getAppHeightPX()});I get following error:Is there any precondition to use this API?

How do I re-send an activation e-mail or do I need to reset the requester's password.Thank you

Hi,Currently I'm looking for an API and settings that may control client-side app visibility for a certain issue type of a project.Is there any API like that one? Thanks

Hello,Today i changed all of our helpdesk mails from @randomdomain.be to @domain,beThe moment i did this all our Jotform mails that where getting added as tickets before the change, suddenly stopped being added as tickets.Now my question is how do i fix this?I tried forwarding the mails i get from jotform back to our support email but nothing happens, when i forward it to my personal work email and forward it then again to our support email, it then creates the ticket.anybody able to help me with this or had a similar problem?

HiWondering how other users authentication users when providing support, in particular over the phone?We have authentication word/phrases which are currently saved in a spreadsheet and agents look up a user.We would like to add this into Freshservice - our initial thinking was to add as a custom field in Requestor details, however, there doesn't appear to be a way to display this in Form fields for the Support team, so they can see as they are logging the ticket. The agent has to have a secondary tab for FreshService to look up a requestor which is no better than the spreadsheet really.Wondering if others have a user authentication process and how they have implemented into FreshService?

When you create a ticket with the FreshService API, is there a way to open a ticket for a specific company ID? I've tried passing the ID with both company_id and department_id but it never opens the ticket or creates the customer under the proper company.

Assigning fields based on requester (email address or user)Is there a way to automatically set priority, groups, agents, etc... for tickets coming in by the requester field (specific email or user)?

We're doing some tests to see about creating tickets in Freshservice via the API. However, when doing so, we're receiving a validation error.The code we're trying through the terminal is as follows:curl -v -u APIKeyHere:X -H "Content-Type: application/json" -d '{ "description": "Testing creation of a ticket via the Freshservice API", "subject": "[TEST] Ticket creation via API", "email": "existing-contact@email.here", "priority": 1, "status": 2 }' -X POST 'https://domain.freshservice.com/api/v2/tickets'APIKeyHere = my API Key as obtained through my profile in Freshserviceexisting-contact@emai.here = Email Address of an existing contactdomain = our Freshservice subdomain nameWhen I run the above command, I receive the following error: {"description":"Validation failed","errors":[{"field":"department_id","message":"It should be a/an Positive Integer","code":"missing_field"}]}Looking through the API v2 documentation, "department_id" is not listed as a required field. This particular contac

I cannot connect to REST API via Postman.  I am using basic authentication using the same credentials as I do to sign on to the dashboard.  Postman returns required_access : true.Same issue if I use curl and apikey

Hi SupportHow to create a requester in Freshservice via Powershell script?Need following detail only:First name:Last name:Email address:Thanks in advances

Under hardware properties for let's say a desktop. How do you add the "Domain" field? I've looked all over and I can't seem to find were to create that? Thanks.

How can I export the ticket description data for reporting purposes?