How do I....?

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.

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?

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?

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?

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 ?

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

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

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.

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

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'm creating a ticket over API and set a custom due date via due_by (this is listed in the API documentation). But the ticket I created doesn't has the custom due date, but rather the default, set by the SLA. Updating the due date afterwards also doesn't work. Here is the JSON: '{"helpdesk_ticket": {"due_by":"2017-07-11T18:00:00+02:00"}} What do I need to do, when I want to set a custom due date over API? Best regards, Lennart

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

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?

Hi - I already went through the articles that might be related to my problem but couldn't find any solution.  I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets  But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view!

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

 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. 

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.

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.

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

None of my PUT or PUSH commands are working. I am using Postman and am able to authenticate, without incident.  Further I can pull back lists of existing tickets or tasks.  And, using the UI (FreshService website), I have permissions to create tickets and tasks.  But when I try to create either, using the API, I am returned data about other tickets or tasks.  Further, when I attempt a PUT command to update an existing Task, I get the following JSON obj:   { "logout": "success" }  

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

It looks like the canned responses view is broken. I can't see the titles of a response in a category. Strangely, when I mouse over it, I can see the tooltip for the response, and if I click on the empty white space where the canned response should be, I can still add it into a reply. Can ya'll please look into this? 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?

We seem to have identified that the Android Freshservice app fails to preserve uppercase characters when opening a URL link, at least when using Chrome as the default.  We discovered this when a ticket was logged by our users with a link to a Google Form, which then failed to open on any of our phones when clicked on in the app.  As there was also no way to copy text from the app, we had to manually change the case of the URL in the address bar to get this to access the required file.

Hi guys we have some external services who creates a ticket. when we add comments  or close  the no reply address doesnt alow to be mail send at. so we get a nondeliverable from our mail server. wich creates a new ticket. to skip^the sending mail if assigned or comment are added we can solve this. But for closing the ticket that doesnt work. Any ideas ?  We have 5 or 6 mail addresses who send mail from noreply. so every time we close a ticket it try to send to the address which then creates a new ticket cause we cant send to this address. In our previous servicedeqsk system we had a mute button once clicked it didnt send any messages. so when