How do I....?

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this 

We've had reports from staff and clients and 3rd party suppliers that emails from our Service Desk (eg ticket replies or ticket notifications) are going into their Junk email folders. Is anyone else experiencing this? It is causing major issues with clients thinking we have not responded.

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!

There seems to be a new, underground online community of Freshservice users where you get to discuss anything and everything about IT or Freshservice or both.  Who would like an early invite? :)

Is there a way to notify agents when a private note has been added to a ticket using Workflow Automator? It would be really handy if this could be done.

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

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, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

Hi All,As we start to onboard other areas of the business we have been asked if it is possible to mark tickets as private (in a similar way to notes being private conversation items) so that tickets marked in this way do not appear to the requester in the self-service portal.For example if a ticket is raised for an active cyber security investigation relating to a user, if student services needed to raise a concern for a student they did not want to be visible in the self-service portal.Either a ticket would be marked as private or would be private based on the category or workspace.Any suggestions welcome :)Thanks,Peter @ Brunel University London

I had no success using this product on my iPhone. I went to the log in page (which was formatted very poorly for mobile). Once logged in I just got 3 blue dots flashing in sequence and it never loaded the dashboard. I tried 5 or 6 different times and on LTE and WIfi

We are trying to create a ticket automator to automatically assign a service request to a group.  Service request gets created, but it doesn’t seem to be applying the rule and assigning the ticket.

Is there a way to have a combined view of all my tickets, projects that I own and tasks assigned to me? I use all three components of FS and really would like an easy way to see everything assigned to me and/or that I own (ticket or project). 

Hi,How I can setup an SLA policy for VIP users?Right now we have a SLA policy for every user but I can’t create another policy for VIP users.Thank you so much if you know how ;)

I am trying to get the name of the logging officer into a placeholder (Freshservice does not have such a field!) To do this I am using the Fresh v2 web API. To do this I am doing a GET request to https://sjchh.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/activitiesThis is getting the activities fine, and it picks up the name of the agent for each activity under $.activities[*].actor.nameUnfortunately, my plan of getting it out of $.activities[0].actor.name as the first recorded activity doesn’t work because Fresh returns the JSON array in order of last activity to first activity. Does anyone know how to get the highest indexed activity? So I have six activities, the highest indexed activity would be number five, so I want to access $.activities[5].actor.name  

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?

Is there way I could extract the Location from a Service Request as I’m struggling to get a Workflow Automator to pick this up so it auto assigns the organisation.  

Hi there, I'm new to the community and not yet a paying user of Freshservice yet, still evaluating. In general I like the service but find a lot of small bugs and nagging things that either don't make any sense to me or just seem incomplete. With this in mind my biggest concern is looking at the Feature Requests and seeing that the majority of the most popular items are 2 years or older. Some items that are in progress now were originally requested 2 years ago (i.e. auto refresh dashboard, very very useful feature)! It seems like if you want a new feature implemented or something fixed you're out of luck.  What's the general experience of people that have been using the product for a while? Do issues get fixed and improvements to the core helpdesk get made regularly? or do you just find workarounds and live with it? Did you look at other products but went with Freshservice because it had "x"? Thanks in advance

HiWe have an existing IT Support wiki resource in SharePoint online. In an ideal world, I would like to create a “Solution” article in Freshservice with a title of “365 MFA” for example, but in the content of the Solution have it redirect to the corresponding SharePoint URL. Is this possible at all?Users experience would be click on the Solution and be redirected to SharePoint page.

“Ticket visualization helps cut through the noise and provide clarity to easily comprehend and communicate information”We are enhancing how you visualize tickets on Freshservice to increase agent efficiency and a clutter-free user experience with:Introducing Kanban Board for Tickets- You can easily analyze ticket life cycle at different stages for multiple teams on single page to identify work in hand items and eliminate bottlenecks.Improve speed and flexibility to track issue faster