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Just in - Sort conversations in tickets :)

Hello everyone,Scrolling through a ticket to see the latest responses is hard, particularly when there are a lot of conversations happening back and forth. With sort conversations, you no longer need to scroll all the way down to the bottom of a ticket to see the latest response.As an admin, you can now choose the order in which the conversations appear on a ticket. You can set the preference at the account level from the Admin > Helpdesk page. We also showed this to a lot of our customer champions as a part of our User Research calls to get some feedback on the ticket details page revamp. While a lot of them liked the idea of an account level setting, they also preferred the option to allow agents to set their own. We've made it easier for the agents to set their own preference from the profile settings page.This is available for all the accounts starting from the new Blossom plan and onwards. If you're unsure about where to start, please have a look at this article and don't forge

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29 days ago

alyssia.correaCommunity Manager

published in News and Innovations

‘Tis the Season for Dark Mode - Activate the all-new Freshservice experience on your web and mobile app!!

From Dawn to Dark with Freshservice! Hello Freshservice Community!  Guess what? We've got some seriously cool news to brighten up your day – or should we say, darken it a bit? Drumroll, please! 🥁 The product idea with the most votes has officially stepped into the limelight! Can't resist a good play on words, can we? To all of you that said, It’s time to embrace the dark side and unleash your inner night owls! Public Beta for Dark Mode is now LIVE! Hold on to your keyboards because we're over the moon to spill the beans on our latest and greatest update! We're officially launching Dark Mode support for both the web agent portal and our mobile apps. It's not just an update; it's a leap into the sleek, eye-friendly, and downright cool!  A Sneak Peek into the ShadowsDuring this beta release, you can toggle between the classic light theme and the all-new Dark Mode. To get started, just head to your profile menu on the web or the settings menu on the mobile app and make the switch. Dar

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5 days ago

anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements Introducing the Revamped Sandbox Requester Audit Log Enhancements Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication Take Action on AWS Cloud Assets Enhancements to users table in Software details page APIs for Employee Offboarding Enhancements in parent-child ticket relationships Business rules enhancement Workflow Automator Enhancements Important updates Remin

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1 day ago

gflazApprentice

asked in Automations and Workflows

Removing "Customer Responded" flag

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

27 days ago

alan_13300Contributor

asked in Ticket & Workflow Management

How to parse JSON array

I have a workflow which makes a web request to our MDM’s API. The MDM returns back a JSON list.[ { "device_id": "11111111-4498-4a16-b495-dd6ced251606", "device_name": "C01234567890-user1", "model": "MacBook Pro (16-inch, 2019)", "serial_number": "C01234567890", "platform": "Mac", "os_version": "14.0", "supplemental_build_version": "23A344", "supplemental_os_version_extra": "", "last_check_in": "2023-11-07T15:03:37.309525Z", "user": { "email": "user1@nuna.com", "name": "User 1", "id": 5, "is_archived": false }, "asset_tag": "10000809", "blueprint_id": "11111111-4a1d-4d11-8cf3-53ab707b6336", "mdm_enabled": true, "agent_installed": true, "is_missing": false, "is_removed": false, "agent_version": "4.2.9 (4570)", "first_enrollment": "2021-05-21 16:36:45.787997+00:00", "last_enrollment": "2023-10-30 03:46:59.102587+00:00", "blueprint_name": "IT - Sonoma", "lost_mode_status": "" }, { "device_id": "1111

21 days ago

Patric BApprentice

asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

4 days ago

Kamakshi VCommunity Manager

published in Announcements and Events

Meet your Subject Matter Experts, our Freshworks Community Heroes!

Dear Freshworks Community,Reflecting on our Community’s journey so far, it's amazing to see how much we’ve grown and evolved–it’s been quite the ride! Before we delve into the much awaited news, we’d like to extend our heartfelt thanks to all our community members for being a part of this incredible journey. We take immense pleasure in introducing the heroes of our community — Your Subject Matter Experts (SMEs), dedicated to providing support and sharing product expertise. From Product Specialists to Solution Engineers, Solution Architects, and Customer Success Managers, they will be your guides, collaborators, and partners to success. The focus of our Community SMEs is to participate in discussions, host events, and provide tailor made solutions.You can engage with your Community SMEs through discussions, direct messages, or explore their profiles for efficient assistance and also learn more about them - while you’re at it 😀 We are really excited about our upcoming initiatives and a

29316

5 days ago

radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Seamless user management with Freshservice + Azure Active Directory (AAD) Provisioning 🔄

Hello folks! Welcome to another episode of “Appsolutely Connected with Freshservice”. If you’re new here, check out our series to get the lowdown on all the top integrations you need to ‘app your IT game’💪🏼!Efficient user provisioning and secure authentication are vital for organizations to streamline IT operations and safeguard data. If your organization is using Azure Active Directory (AAD) as the single source of truth for user information, this integration is for you!Freshservice + Azure Active Directory (AAD) Provisioning provides a unified view of your essential user data in your service desk instance. You can enhance user authentication and user provisioning for your service desk by synchronizing data such as users, locations, groups, security, applications, permissions, and custom attributes from AAD to Freshservice. How does the integration work?🤔Automatic User Creation and Sync: Once a user is assigned in AAD, Freshservice automatically creates the requester/agent based on

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27 days ago

anupama.phalCommunity Manager

Freshservice Release Notes - Mar 2024Release notes

Important update: We have updated the release timelines of ‘Asset Assignment History’. This enhancement will be available by Apr 5th, 2024 instead of Mar 27th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on Mar 18th, 2024 & on Pro and Enterprise plans on Mar 27th, 2024.Product version: 2024.R03L.01New Features and Enhancements SLAs for Problems Task Reordering and Dependency Archival of Historic Tickets Improved experience for ticket field suggester Enhanced resolution note generator Generate articles with ticket context using Freddy Copilot Nested folders for an improved Knowledge Base Easily download Analytics widgets and reports in-app Cross-module reporting in Analytics Fair use policy and limits for On-Call Management Sandbox support for Status Page Configure alert expiration period Alert data archival policy Enhanced view of alerts list page Workflows for alerts are now available Assignment History for Asset

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26 days ago

FDGuy

asked in Ticketing & Agent Productivity

Ability to Sort and Filter Tickets by Subject in Freshdesk

Please add the ability to sort and filter tickets by Subject in Freshdesk.I can’t believe this isn’t already in the product. The use case for it is so obvious and self-evident. I’m new to Freshdesk and I’m trying hard to like it but I can’t yet. Too many bugs and missing features.

13 days ago

ayounkh123Top Contributor

asked in Employee Onboarding

Freshservice Onboarding - Custom Attributes & OU Automation

Hello CommunityI am new to Freshservice and managed to start using the Employee Onboarding via Orchestration.Unfortunately, I tried all my best and failed to achieve below Tasks.Office & WebPage Field using Custom Attributes Created User Move to their respective OU based on the Department they selected when filling up the formFor Custom Attributes i tried all my best but didnt succeed and even got support from Freshservice - they are keep saying check your AD or with Microsoft.Manual way through Powershell on native works.Can any of you if experienced such help me out ?This would really be helpfulMuch AppreciatedRegards

26 days ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

Does anyone have a way to change the requester of an emailed ticket using workflow?Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else.

6 days ago

ian_kContributor

asked in Analytics, Reports & Dashboards

Aged tickets

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

1 day ago

JaapbgSkilled Expert

asked in Portals, Emails & Other Channels

Hide agent name from portal ticket list snippet

I was able to hide the agent name from the ticket details with;jQuery('#ticket-field-agent').hide();And some other fields like this; var SupportForm = ['helpdesk_ticket_priority'] SupportForm.map(function(field_id){ jQuery('#'+field_id).parents('.controls ').remove(); })However the agent name is still showing to our customers in the ticket list view on the portal.{% snippet ticket_list %} The agent name doesn’t have a field id or it’s own div here, I could hide the whole help-text line but that would also remove the created by and created date information from the list view.I need to only hide the agent nameHow can I achieve this?

26 days ago

celliottApprentice

asked in Automations

Web Request Node & Content-Type application/x-www-form-urlencoded Header in Automator

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response. { "error": "invalid_request", "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z", "error_codes": [ 900144 ], "timestamp": "2023-03-02 20:56:54Z", "trace_id": , "error_uri": "https://login.microsoftonline.com/error?code=900144"}

8 days ago

RudiApprentice

asked in API and Webhooks

Creating Recurring tickets

Hi There Freshdesk is missing a very basic feature. You are not able to schedule a recurring ticket, for example weekly/monthly/annualy. In most industries today there are requirments to perform certain repetative actions such as maintenance and preventative maintenance. These are critical tasks and if you forget, it could have serious consequences. We must be able to create a recurring ticket in Freshdesk that will automatically create these task as per the planned schedule.Please Freshdesk I notice this has been requested before and we really require this functionality to be added.

29 days ago

Chris.ArmitageApprentice

asked in Automations

Powershell Orch - Call a pre-built scripts and pass params

Hi there Im wondering if its possible for the powershell orch app to be able to call a pre-built script and pass parameters to it.I have a few scripts that would be ideal to now turn into Service requests but the scripts all have built in creds (using encrytion), which ive seen the Powershell App struggles with. But if i can call my script and simply pass some parameters to it then it “should” work. The scripts are stored on the Server we installed FS Orch onand egample of what im looking for isexecute command.\nameofscript.ps {{ticket.id}} {{ticket.from_email}}this would call the script and pass “ticket id” and “Ticket from Email” as the params

15 days ago

Kamakshi VCommunity Manager

published in Announcements and Events

Calling all Experts ! We are seeking your Insights on DevOps Strategy, Challenges, and the Role of ITSMCustomer Perspectives

Hello IT leaders and DevOps enthusiasts!! Research says, 83% of IT decision-makers implemented DevOps practices in 2021 to unlock higher business value. If you’re one of them, your insights into DevOps strategies, challenges, and the role of IT Service Management (ITSM) in the modern era of agile software delivery can be highly valuable to our ongoing research. We look forward to hearing your expertise and perspectives on the following topics:The DevOps Journey: How did your organization formulate and execute its DevOps strategy? What drove you to adopt DevOps practices? How has your DevOps strategy evolved over time, and what factors influenced its evolution? Any lessons learned or best practices you would like to share? Challenges and Pain Points: What are the biggest challenges you have encountered during your DevOps journey? How did you tackle them, and what were the outcomes? Specifically, how did you handle governance and ensure compliance in the DevOps era? Feel free to

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1 day ago

NexusContributor

asked in Freshservice – London User Network

donia_atsContributor

asked in Ticketing & Agent Productivity

Edit value of Snippet / Edit, create Placeholders

Hello, I want to edit snippet values , but I think it’s not possible? Confirm ?Is there any development planned to do this ? REASONS => I have several forms and I would like to choose which form to display. Ideally, I would like to display the correct form based on questions asked before but I didn’t find placeholders to identify each form .. The objective is to ask the customer questions before offering them the appropriate form.Possible ? Thx in advance, I hope it was clear

28 days ago

alecordeiroApprentice

asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

5 days ago

Corporate LadderTop Contributor

asked in Automations

How to hide/remove Status options based on Category selected?

Greetings! I have a Business Rule that disables the custom status “Pending Remediation Validation” unless a particular Category/Sub-category is selected (see below). The problem is, this rule only seems to apply to the options for the main panel on the right side of a ticket’s detail page, and not for the Ticket-list view Status change option or for the Ticket Reply “Send and set status as...” option. The status still shows up in these two places, regardless of the ticket category. Any ideas? Thank you.

1 day ago

joonasvContributor

asked in Automations

Freshservice Workflow Automator stops working after Orchestration automations

We have a issue using App Orchestrations with Workflow Automations, they break the Workflow Automator from continuing to other automations. The issue is that we currently have 162 Workflow Automations because we have multiple customers, which all require their own automations. Some of these automations have Orchestrations in them, for example, escalating tickets to Pagerduty for on-call agents or sending ticket information to Slack using their respective Orchestrators.The issue is that if, for example, Automation #10 out of 162 has a Slack Orchestration to send the ticket details to a Slack channel, and it it’s event and conditions are checked as True, the Slack Orchestration is initiated. This is great, so far everything works as expected, however, the following Automations will never run, meaning that 152 Automations are left out, even if they might not even trigger.Setting a timer for these doesn’t work either, as Workflow Automator goes through the list of automations one by one, i

23 days ago

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