How do I....?

Received reports that agents using Firefox can not copy and paste text anywhere into FreshService.  After some testing we were able to replicate when using Firefox version 55.0.3.  Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied.  This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.

Hi, I want to change a tickets cc_email field via API. I need to do this via the update functionality. Generally I want give non-admin people the ability to view a ticket that somebody else created. I read a similar post, where people had problems doing this via GUI: https://support.freshdesk.com/support/discussions/topics/295797 As described in that post I can add people to CC on the web interface by assuming the identity. Now I want to reach the same goal via API. When I create a ticket I pass "cc_emails": "test1@email.com,test2@email.com" and it works. When I do the same with the update function, I get a HTTP 200 response, but the CC field is still the same. Is there any way to do this via API?

When I am creating Solution Articles, most of the time the text editor is nearly impossible to work with. The font will be fine for half or most of the article, and then the rest of it is completely different, even if I go in and edit the HTML directly. I have tried highlighting the entire article and making changes as well as highlighting individual paragraphs. Sometimes if there is bold and or italics in the paragraph, the formatting will stay fine right up to that, then forget it. We use the "Heading 2" and "Paragraph" for all of our articles with Verdana font, medium-sized, and black in color. Most of the time we also include images as they are mostly KB articles for employees. Does anyone else have this problem? Is there any way to get a better quality text editor? Other than this issue, we love the product, it's just so frustrating as I am the one migrating almost all of our articles from our old system to Freshservice.Thanks!Jess

When setting the default language to "danish", mush still appears in english... See below: Many places the translation seem wrong or done by some one not speaking the language at all... Words are in the wrong order and seem to have been auto translated. 

Were having several issues with the Active Directory Probe and the import. 1: Not all OU`s are visible, in some containers the Users OU or Disabled accounts OU are not visible, so we cannot select them to be imported 2: We updated the 2.1 version to 2.3. to do so we needed to uninstall the 2.1 version. After installing the 2.3 we needed to config it again and select which OU`s needed to be imported. All other settings were lost to. So not to happy to update it to a newer version the next time. 3: After it failed to import a users do to an email adress issue, the complete schedule stopped and needed to be started again manually.

Note: This isnt a tip, but a question for the freshdesk users. Unfortunately the forums provided do not seem to provide a way to engage in an open ended discussion so I'll leave this up to the admins to decide the proper place for it."Time is the school in which we learn, Time is the fire in which we burn."- Delmore Schwartz 1938For many IT companies, TIME is a primary commodity. Help desk teams staff and cover hours, quantify growth needs by time spent, pay employees by the hours worked and of course charge clients for the time we spend. The trick has always been time reporting. In the old days you punched IN at work, you did the job functions and you punched OUT of work. Simple and easy, your time card merely recorded when you got there and when you left so the assumption was that time in between was doing your job. These days GETTING to work is one of the easy markers. At any time teams can be answering tickets based on phone calls, emails, chat etc... and how are we supposed to ke

I see a lot of API end-points here (and I'm thankful for that), but I don't see any for snapshot-type data.  For example, on our Freshservice dashboard, I see Ticket Summary data at the top, with these totals:  1) Overdue, 2) Open, 3) On Hold, 4) Due Today, and 5) Unassigned.  (also in the attached screenshot) I'd like to be able to query the API for these specific data points (so I can introduce them into a completely separate web app). Is this possible?

I've tried everything and I can't get webhooks to trigger from Dispatch'r.  I can get the same webhook to trigger through Observer but not Dispatch'r. I even tried implementing this dispatch'r webhook solution provided by FreshService as a test but no luck. https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I've tried setting a super simple webhook that just posts the results to https://requestb.in but nothing shows up. Anyone been able to get a webhook to trigger from dispatch'r?

Hi all,     I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system.  They use fingerprint readers, so I'm not really issuing any particular asset.  The database has no limitation of users to add, so I'm not sure if this should be registered as a CI?  Thoughts?

How can I set up a rule somewhere that will automatically email the department head anytime one of their staff creates a ticket? I can see one for Service Requests but I can't make it work for tickets. Thanks, Paula

I an issue where at least one user (limited test base) has the wrong sip information so is always offline. The details show sip:username@domain.onmicrosoft.com instead of sip:username@domain.com. Here is an example of the account that is not working: And here is one that is working: I have checked the AD account where the user is being synced from and the Office 365 account to make sure that the sip information looked right there and it does, unless I'm not looking in the right places. I also have the issue where the Skype Chat picks the wrong user to connect too. This is already a reported bug: https://support.freshservice.com/support/discussions/topics/316700

I can set the description, when I'm creating a ticket over the API, but updating it doesn't work: curl -u test:test -H "Content-Type: application/json" -X PUT -d '{"helpdesk_ticket": {"description": "test"}}' https://domain.freshservice.com/helpdesk/tickets/350.json generates HTTP Error 500. Is the request wrong, or is updating the description generally not possible? Best regards

Scenario, User call us with an incident, we log it IN-300 We can't resolve, so forward that to our 3rd party supplier, they also user freshservice. Their instance logs it automatically at their end IN-200 and sends us confirmation. That confirmation updates our incident IN-200 ! Not incident IN-300 that we logged at our end. Spoke to support, and they suggested we and the 3rd party create observer rules, custom fields, and Webhooks. Surely not, if Freshservice are going to grow, this can't be the best way forward. Is there no way to use the header information in emails to route them properly ? Are we seeing something no one else does ?

Greetings, We were eager to use the New Skype for Business integration, which was ALMOST, fantastic until we ran into a bug.  It looks like the Skype Chat is opening a chat window the wrong person.  If someone has the same first name then it just chooses whoever is first alphabetically. Example: Clicking on the button to initiate a chat with Jake Tutan. Opens a chat with "Jake Thompson" We've needed to disable this feature for now.

Is there a limit to the number of Rules (Observer, Dispatcher, Supervisor) that I can have active at once? Will the system stop me if I reach some limit?Just curious.Thanks.

I have been trying to get our own mail server working for a number of months ( we use Exchange )  Fresh Service have been unable to help  When updating the settings it hangs on "verifying"  has anyone else come across this issue?

 Freshservice Discovery Agent: The installer has encountered an unexpected error installing this package.  This may indicate a problem with theis package. The error code is 2503.   ....and another error: The error code is 2502. This only happens on Windows 10. 

When sending a bulk reply, an existing CC (entered by the requester) is not CC'd on that reply

I was excited when i saw the email about being able to have dynamic drop down selections in forms and was poking around to edit my forms.Then I was hugely disappointment when I discovered that the feature is only for Estate plan holders!!! I think this is ridiculous. A feature enhancement like this should be available to all plan holder and not just estate plan holders. I get that extra modules/add-on is extra charge but this shows that freshservice is being greedy in my eyes.

I have a security vulnerability to report, however the security@freshservice.com address listed on https://freshservice.com/security is bouncing. I then opened a ticket #1267020 requesting better information to report security issues, and that ticket has sat there for two days with no response. As a paying customer & systems admin, it is very troubling the oversights (vulnerability included) FreshService has with regards to security of our systems. How can I get ahold somebody authorized to discuss security matters?

How can i hide asset field from the incident form? I don't want my customers to see this. Any help?

Is there a method an asset associated to a ticket could have the Asset State updated as a result of ticket resolution or closure?   In order to track hardware that our department needs to loan out to staff, such as laptops, we created additional Asset States such as "On Loan" and "Ready For Loan".  When a Service Request comes in to loan equipment, we associate an asset to the request and change the Asset State to "On Loan" once the staff pick up the equipment.  When it is returned, we can manually go into the associated asset and change the State, but it would be useful if there were a way to automatically update the asset details from closing the service request.

The latest Multilingual notification update appears to have created a bug that has broken the "cursor position" feature on the Agent reply template. No matter where the cursor is placed when saving, it defaults back to the beginning. This has caused our agents to mistakenly send unprofessional-looking emails that are not in the format we have approved/ our end users are accustomed to. I have submitted a chat and ticket for this a week ago and have been repeatedly asked for time but with no answers or action.

The software has just automatically updated to hiding most of the ticket until you click "view more" This is horrible and means an extra mouse click for EVERY ticket we view. Please could this be turned off, or made optional so I can turn it off? I have a very unhappy team!

i send a ticket through requester account then i login through agent account, but i can not see my ticket which i have been send through requester account in freshservice help desk