How do I....?

When you open a ticket and wants to change the agent, that dropdown filed is not searchable. You can only scroll in that list.In other places in Freshservice it is, for example when you create a new ticket.Is that something that can be changed?

Hi all,I’m trying to get a list of Assets with applying filter on the results and send a params and together.I’m getting an error - {"description": "Validation failed","errors": [{"field": "per_page","message": "Unexpected/invalid field in request","code": "invalid_field"}]}How can I achieve this?for example see the following api request that won’t works-https://jfrog.freshservice.com/api/v2/assets?per_page=100&filter="updated_at:>'2024-09-18'"

  I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed.  Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily? 

Hi Freshworks Community! I’ve been exploring various tools to enhance my productivity and recently came across some interesting solutions at DimeHut.com for organizing supplies. I’d love to hear your thoughts—what are some effective tools or strategies you use to stay organized in your daily work, especially when managing multiple projects? Any recommendations would be greatly appreciated!

I want a report, on who is having a dual asset. I am using Freshservice growth plan. 

Is there a way to disable the email approval notification when creating or editing a contract. This is an unnecessary step for us.If this is not possible can I approve a contract when creating a contract to avoid these notifications.

When we create a sandbox, all the custom object records are “not” copied to sandbox from production, only the custom object configuration is copied. As per the Fresh documentation the expected behavior is that the custom objects data is not kept in sync, but they are copied during the Sandbox creation process.  is this a bug ?or is documentation not up to date ?

bonsoir l’api ne renvoi que 30 enregistrements.pourquoi ?exemple : https://<societe>.freshservice.com/api/v2/requesters 

We’re trying to remove the “Requested for” field in a specific service item but when trying to target the specific page using HTML there doesnt seem to be specific service item values. Every single service item is marked as “Service_Item” which affects all Service items when a change is made. I also tried targeting the actual page URL using javascript which didnt work either. Does anyone have any clue how I could achieve my goal and if it has been done before?

If you get this error message when trying to create a ticket, it might be because that user is blocked or deleted.The way to fix it is to unblock the user.Hope this solution will help you.

We have informed users that when they submit a ticket via email they should include a detailed description of the issue. However, some users continue to submit tickets with details in the subject line and nothing in the body of the message other than their email signature.How I can create a workflow that responds with an automatic message when requests that lack a description are created? 

Hi,In the Freshservice Sandbox environment, is the Neo Admin platform a separate, replicated instance of my production environment? I'm specifically interested in testing changes to password complexity settings without impacting my live production environment.

Hi I am Samir, from the Netherlands! 👋I'm looking for someone who can help me set up an e-commerce chatbot for webshop owners. I want to offer this chatbot to customers, but I have no developer experience and don't know how to handle the setup. Additionally, I want to implement a scheduling chatbot, but I'm unsure how to set up the calendar integration or even create an API library. Is this something that can be done easily, or do I always need a developer for it? Who can help me get started? A walkthrough would als be really great!

Hi,I have the Estate Plan.How come I do have a report on the CHANGES.My reports are only about tickets.Pls advise,eric

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

We're exploring ways to automate parts of our customer support using Freshdesk, but want to make sure we don’t lose the human feel our customers love. What are the best practices or tools you use to balance efficiency and empathy in support workflows? Would love insights from others using Freshworks products! We're aiming to enhance our support at The Fancy Dress without making it feel robotic.

We use a support email address (Microsoft 365, newly configured for our domain) that automatically creates tickets whenever it receives an email. However, we've run into an issue: when Microsoft detects spam or phishing and quarantines those emails, the system still creates a requester profile for the sender.Is there a way to prevent these unwanted requesters from being generated for quarantined emails? We’d appreciate any guidance or best practices you can provide to help us address this.Thank you in advance for your assistance.

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

Hello.  I’m a new user and new to this forum.How do I search the description of open tickets  in Freshdesk for a keyword then update the entire result set, either manually or with a scenario (which is still manual)?Thanks,  Chuck

I’m setting up state transitions to trigger workflows (I’m testing by changing properties on a project task, for example, but the goal is to fire a webhook and integrate with another platform). However, even though the “task workflow” option is enabled within the project, nothing triggers when I perform a state transition. What could be causing this?

For some reason public users cannot search the solutions site regardless even if the article is set to public.

I am working with the new Journey’s and having an issue with attachments, workflow automator, and uploading them to Onedrive. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing an issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended. Has anyone had any luck moving attachments submitted via Journey’s to a Onedrive or similar area through the workflow automator?

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board?  I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or something similar.  I started to play around in Analytics by cloning the Change Overview report, but I’m unable to get the URL for each change into the report to allow for quick access to each change.Thanks

Is there a way I can present the report without it automatically turns to the next page?

Hi,I have to create a new queue with all agents inside, but agents belong to different time zones (from US to China). Is there a way to assign the business hours to agents and not to queues?ThanksLapo