How do I....?

I see that you can add a CC to a service request via the built in forms but I would like to add a CC to a service request that I am creating with the API.  I can create the service request successfully via the API but I don’t see a way to add the CC.  Is this possible?

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view. What is everyone's practice for dealing with former employee requesters? Do you purge them or something else? What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

Hi,  We’re about to start on our deployment of FreshService and in particular the Service Catalog functionality through the user portal and I’d love to hear any interesting stories from deployments or unique customisations you applied to your environments to better serve your users and make it a compelling destination for them to use and self serve. For that matter, any pitfalls that caused frustrations or blockers to adoption so we can learn from those too!  Thanks in advance, Paul

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for the printer.  I know this is available

Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?

Hellowhat is the up time of Fresh Service?does it ever go down?

Hello Guys, Been trying to extract a specific part of the JQuery response below - { "ticket": { "cc_emails": null, "fwd_emails": null, "reply_cc_emails": null, "bcc_emails": null, "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": , "priority": 1, "requester_id": , "requested_for_id": "responder_id": 1, "source": , "status": , "subject": "HR Onboard(testing)", "to_emails": null, "sla_policy_id": , "department_id": , "id": 83, "type": "Incident", "due_by": "2022-08-16T02:08:08Z", "fr_due_by": "2022-08-07T23:08:09Z", "is_escalated": false, "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'>

I have connected the “Servicebot for Microsoft Teams” app in Freshservice and the “Servicebot” app in Microsoft Teams but when I go to create a ticket from a message (Right click on the message and click create new ticket) a window pops up and says “Unable to reach app. Please try again.”  I have tried uninstalling and reinstalling the integrations multiple times. Any other suggestions on getting them to work? Thanks!  

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshservice APIs now support OAuth flow. The article directed me to your documentation at https://api.freshservice.com/#intro. However, only api key authentication is mentioned.Can someone share the steps I need to take to implement my integration using OAuth authentication flow?

Looking for any feedback on the MS Intune Integration With Freshservice good/bad?Thanks!

I threw this out as a ticket, but wanted to see if anyone has asked similar questions, get more thoughts. Thanks!I need to know precisely what events start and stop the clock used to calculate the "AVERAGE FIRST RESPONSE TIME (IN HRS)" metric.For example, the "Group at a glance" report includes the metric "AVERAGE FIRST RESPONSE TIME (IN HRS)."I need to know, exactly and specifically, which events trigger that timer and end it. I could assume that the response time is calculated by the difference in the ticket's creation time until the first response is made.However - I don't know if the system is smart enough to account for business hours.For example: Our business h

I’m struggling in to get custom fields from “/api/v2/service_catalog/items” this command. I don’t see any custom fields when I use this address. Is there any filtering to get them?

We are looking to automate a Service Request to request service by our print management vendor. We would like individuals to be able to request printer repairs or print supplies from our print management vendor. I can email internally but I don’t see where I can route the request to an outside vendor.Thanks in advance.Hugh Adams

Does anyone know the Configuration key for Helpdesk URL for Freshservice mobile app?We are deploying the app on end user mobile devices and need to auto-fill the Helpdesk URL.Thanks  

Hey guys,We have been using Freshservice for a while now and everything is great. Just a small (actually HUGE) detail... We have this client, and everytime she replies to any ticket, a NEW ticket is opened. This has caused us to have to merge tickets everytime she replies (and she is one of those stubborn clients). This is becoming taxing and we urgently need a way to solve this. Is this a configuration issue on our side?This is the only detail stopping us from a full go live.Thanks,Alejandro Olryd

Hi, this seems like a fairly simple ask, but I am having trouble figuring it out. I have a service item that has a custom checkbox field. I need to export all tickets where this field is checked but I can’t figure out a way to filter out these requests using either the ticket filter/export or analytics. Is this possible? Thanks,Kev. 

Has anyone else had any experience with the change calendar that can offer advice? I just updated the change calendar with maintenance blackouts for the remainder of 2021 and all of 2022. I see why many people want to use integrated calendars as the one inside of FreshService leaves a lot to be desired.I had to do the work twice because it did not work the way I anticipated (or the way the support staff indicated it should). I asked what time zone items were displayed in ahead of time and was told the Helpdesk > Rebranding time zone setting drove the calendar.Our use case-We have several groups across the world that have different maintenance windows and blackout periods.  We would like the calendar to show in the time zone of the person viewing it, but it links to the time zone of the person entering it. Need to be able to filter to a time frame and keep that view, but each action returns to default week at glace view. I would like month

I added a new ticket status called Waiting for Vendor.  I also added a field for agents called Vendor ticket number.  If we have to open a ticket with a vendor to help resolve the problem that was submitted in to us, we can change the status to waiting for vendor and if we have a ticket number we can key it in the vendor ticket number field. The only problem is that when the ticket is in this new custom status, it does not think its open anymore.  When your on the All Unresolved Tickets screen, the tickets in this status do not show.  Technically they are not resolved because we are still waiting for a vendor.  Some vendors can take a long time, weeks or months, and we could easily forget about these tickets if they are not in view.  Tickets in this status do not show up in My Open and Pending tickets either.How can we program custom ticket status fields to still signal to the system that its an open ticket?

The current integration assumes Freshdesk is always the ‘customer’.  In our organization we have two support areas for our employees; IT (Freshservice) and Business Systems Support (Freshdesk).  We have three needs.  This integration solves for one.  It would be great to solve for all three.Business Systems request requires support from IT - solvedIT requires support from Business Systems - UnresolvedAbility to transfer a ticket to the proper helpdesk - UnresolvedOur business does not have a full fledged customer support area for all employee needs.  We have two support areas.  IT and Business systems. IT (Freshservice users) supports hardware and infrastructure such as phone systems and network. They also support licensed software such as Outlook, backups, etc.Business Systems Support consists of business analysts and technical analysts that support our business systems used to perform business transactions; services and systems provided th

Hi , my code in c# is : string fdDomain = "mycompany"; string apiKey = "x0x0x0x0x0x0x0x0x0"; string apiPath = "/helpdesk/tickets.json"; string json = "{\"status\": 2, \"priority\": 1, \"email\":\"test@test.com\",\"subject\":\"test\",\"description\":\"confirm whether received\"}"; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("http://" + fdDomain + ".freshservice.com" + apiPath); request.ContentType = "application/json"; request.Method = "POST"; byte[] byteArray = Encoding.UTF8.GetBytes(json); request.ContentLength = byteArray.Length; string authInfo = apiKey + ":X"; // It could be your username:password also. authInfo = Convert.ToBase64String(Encoding.Default.GetBytes(authInfo)); request.Headers["Authorizati

Hello Everyone!Thank you for the fantastic response to the Freshservice Benchmarking Report walkthrough session! 🙌​@Anusha and ​@viswanatha.mehta  will be walking you through the highlights of the report, including: 📊 How organizations like yours are performing across key ITSM benchmarks 🔍 Emerging industry trends and where teams are investing 💡 Actionable insights you can take back to your own service operations ⚠️ Note: This is not a product demo — it’s a focused walkthrough of the report and insights only.👉 Join directly using this lin

I am trying to create bundles of products, ie mouse, keyboard, docking station, monitor etc in which the user just selects the products they need. This stops separate tickets for each small item. However, each small item still shows in the service catalog as a separate item to be ordered which cancels the usefulness. There seems to be no way of saying I don’t want requesters to see the small items separately, only the bundle. It seems they have to be available to be viewed within the bundle.Is there a way of restricting visibility but still having the products in the catalog as the only options are all requestors or requestor groups which need some people in them!Thanks

I am trying to update an existing ticket by sending an email I received from someone else related to the ticket.  I have placed (#INC-3) in the subject line of the email.  However, I keep getting a new ticket instead of adding to the existing ticket.Can someone explain what I am doing wrong?Thanks