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Olga Sol
Community Debut
Olga SolCommunity Debut
asked in Knowledge Base

Links are not working

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

2
isadorafinch
Community Debut
1 day ago
Ben Paddick
Apprentice
Ben PaddickApprentice
asked in Automations

Assistance Required with Utilising Custom Objects in Forms and Automations

Hello Freshservice Community,I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer.Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario:I have created a Custom Object with the following fields:Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text)My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation.Service Request Form Configuration:Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template NameAutomation Attempt:Reader: Set to filter where Team

3
Daniel Söderlund
Skilled Expert
1 day ago
B
Contributor
Bryan LContributor
asked in Automations and Workflows

Agent Reply Template - Possible to add different placeholders based on conditions?

Hello,Wondering if it’s possible to add if/then logic to our Agent Reply Template, so that it shows the Internal Ticket link if the Requester email includes our domain, and External Ticket link if email does not include our domain?Example scenario:“To reply or see the current Status of your ticket, please visit one of our support portal options below:”*TICKET LINK PLACEHOLDER*

3
B
Contributor
2 days ago
D
Apprentice
dtavisserApprentice
asked in Automations

Asset automation change used by field with a custom field from requester/agent

Hi all,We have a difference in domain login and used by field on the asset, which we discover through the agent. We use the domain sync of the fresh service probe from the accounts. Now the automatic asset mapping does not work.We've added the AD sAMAaccount as custom field on the profile, which is now visible based on the custom mapping We would like the update the asset, based on a match between the new custom field and last login field on the asset. With that match we would like to update the used by field and department fieldAny ideas how to build this in the automation?

0
D
Apprentice
2 days ago
jennifer.zhang
Apprentice
jennifer.zhangApprentice
asked in How do I....?

Better visibility to tickets with 'Response Due'?

Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!

2
jennifer.zhang
Apprentice
2 days ago
joanna.smith
Apprentice
joanna.smithApprentice
asked in Ticketing & Agent Productivity

Ticket Feedback Loop

I wanted to check in about an issue we've run into that impacts our ability to send/receive responses for tickets if it goes unnoticed or unaddressed. Essentially we had a ticket in which the requester copied in another email alias for a 3rd party vendor that was also using a ticketing system with an automated instant generic reply ("We'll review your request within X days and get back to you..." etc.). It then triggered our FreshService instance to then also send our canned auto reply and create this ongoing feedback loop of the systems going back and forth sending the same generic message to each other (screenshots attached). Right now we do have a workflow automation in place to keep this from happening and have since added this specific alias to it. My thought is that though we do have our workflow automation, we can't necessarily control for the variable if a requestor is copying in a new alias that may also have an auto response, only address it reactively as it happens and comes

1
A
Community Debut
2 days ago
D
Apprentice
dudeman123Apprentice
posted in Getting Started

SPAM PROBLEM - Freshdesk Portal Ticket SPAM

In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months,  I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.Is everybody else having the same experience?

1
AndyRussell
Skilled Expert
2 days ago
Muhammed
Apprentice
MuhammedApprentice
asked in Analytics

problem with analytiecs.

Hi All,Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the  Filters.Thanks. 

3
Muhammed
Apprentice
2 days ago
nsaltzman
Apprentice
nsaltzmanApprentice
asked in Ticketing & Agent Productivity

Not getting reply emails

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

2
Sujitha Dhanaseelan
Community Manager
3 days ago
R
Skilled Expert
RazorSkilled Expert
asked in Ticketing & Agent Productivity

Replies to forwarded emails always blank

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

3
Sujitha Dhanaseelan
Community Manager
3 days ago
anukritij
Apprentice
anukritijApprentice
asked in API and Webhooks

GET request issue (API)

In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.

1
Sujitha Dhanaseelan
Community Manager
3 days ago
Elizabeth0716
Apprentice
Elizabeth0716Apprentice
asked in How do I....?

Agent availability

Hi experts, my status was being turn on somehow by other people when I was out of office. This issue happened to my team for multiple times. Is there any way to check on the history of when/who’s updating my status when I’m away?Many thanks.  

1
Sujitha Dhanaseelan
Community Manager
3 days ago
NathMan
Apprentice
NathManApprentice
asked in Freshservice – London User Network

{{cf_employee_name}} - Not working on Offboarding forms

  

1
L
Top Contributor
3 days ago
viceper
Apprentice
viceperApprentice
asked in Automations

Automatically Set change request as closed once a service request is closed

does anyone know if I can automatically Set change request as closed once a service request is closed?

0
viceper
Apprentice
3 days ago
viceper
Apprentice
viceperApprentice
asked in How do I....?

Associate Service Request with a Change Request via API

Does anyone know if it is possible to automatically create a Service Request once a change is pending implementation, and associate it with the Change that generated that request?

0
viceper
Apprentice
3 days ago
S
Apprentice
stoff75Apprentice
asked in Assets

Updating Assets using Powershell

Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for

7
D
Community Debut
3 days ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Ticket & Workflow Management

Workflow Routing

I think I know the answer on this, but coming to the community to see if anyone else has any ideas.   We have many custom workflows based on the service item selected.  We have a general workflow that will update the details of a request (priority, impact, urgency, etc) and assign it to a group for all other service items that are not part of any other custom workflow.  We have a custom object table setup for all our service items that list the group to assign it to and approvals that may be needed.   If a request comes in for a service item that has a custom workflow, the ticket goes through both the custom workflow and the general workflow, causing issue with approval routing.  The only idea I can come up with to prevent this is to exclude those service items that have a custom workflow in the general workflow.   Any other ideas to prevent this?

0
S
Skilled Expert
3 days ago
L
Apprentice
Lee BApprentice
asked in The Agent Experience

Profile Notes

Hello Team!! I am trying to find an easy way for our team to see notes for a profile without having to go to the profile to check it out. 

0
L
Apprentice
3 days ago
P
Skilled Expert
Patrick GSkilled Expert
asked in Workflows and Automations

Web request - API - create a ticket

Hi, Anyone could help me out on this please? New user, first time working with Web Request… been through documentation and this community for hours… just can’t find the bug 🤔Just trying to simply create a basic ticket from Web Request.Many thanks in advance! 

4
G
Skilled Expert
3 days ago
P
Apprentice
phsolvdApprentice
asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

1
eeha0120
Skilled Expert
3 days ago
Corporate Ladder
Top Contributor
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.

8
Medic1334
Skilled Expert
3 days ago
asmarquis0
Apprentice
asmarquis0Apprentice
asked in Analytics, Reports & Dashboards

Project Insight

Our business is currently using ADO and Project Insights to track agent time and resource planning. Engineers will put their estimated time in ADO for our weekly sprints and at the end of the week project insight is completed to total the time of each project (these include meetings, deployments, admin time, documentation) at the end of the week. Our leadership uses this information for resource planning and time spent.  I have yet to find a good solution within freshworks to meet our needs.   We have looked into project analytics as well as time reporting on tickets. The problem i am finding is that there is not a sufficient method that brings all of an agents weekly work into a single report.  I’m hoping there may be someone here who had a similar experience and how it was solved to meet the business needs. 

0
asmarquis0
Apprentice
3 days ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert

Canned Forms - Feedback forum

Hello,Canned Forms help agents to get additional information from the users & also makes the user experience better to answer template questions. If you haven't started using Canned Forms yet, please request for enabling the feature in this forum thread.If you're already using Canned Forms, we'd love to hear your feedback on the feature. Drop us a note in this forum on anything related to canned forms - use cases, suggestions and also some love ;)Our team is all ears to hear from you!Cheers!

881
R
Community Debut
3 days ago
W
Apprentice
WillrBertramApprentice
asked in How do I....?

Perpetual Inventory System

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

3
Medic1334
Skilled Expert
3 days ago
SHernandez
Community Debut
SHernandezCommunity Debut
asked in Assets

Recommendation for a Label Printer?

We’re going to begin utilizing FreshServices Asset Label Maker and our Service Desk Manager is looking around for a proper Label Printer that will work with Fresh Services Labels with little issue.Anyone have any specific recommendations? 

0
SHernandez
Community Debut
3 days ago

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