Visit Freshworks.com Visit Freshworks

Recently active topics

237 Topics

M
Apprentice
MattWalkerTx320Apprentice
asked in Automations

AzureAD User Provisioning and available license checks.

Working on creating a User Provisioning automation to create AzureAD accounts. I need to verify license availability for the appropriate M365 License. I have the AzureAD orchestration in place, and the SaaS Management discovery piece working. I would like to verify if there are available M365 licenses (E3, F1, etc.), and if not pause and create a task or ticket to procure more licensing - which will be a process outside of Freshservice. I’m not seeing a way to either (1) read the SaaS discovery data, or query Azure AD for licenses. I can see where I can assign licenses (however, I’m using Group Based Licenses) using the AzureAD Orchestration.Thoughts and ideas on how to accomplish this?

1
M
Apprentice
18 days ago
M
Apprentice
MattWalkerTx320Apprentice
asked in Automations

Service Request Bundles Fields and Automation Question

 Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions:How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).

0
M
Apprentice
18 days ago
P
Apprentice
PaynicusApprentice
asked in How do I....?

Is there a way to remove Workspaces from new ticket creation?

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

0
P
Apprentice
18 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

Business Agents and Onboarding?

I have a few different Workspaces set up because I want to make sure that all of our different areas for ticketing purposes are streamlined within different areas of the software.I currently have a separate HR Workspace set up mainly for Onboarding/Offboarding purposes.  Through the Onboarding Flow, I am going to have the ticket be created in that specific HR Workspace.  The following screenshot is to give you an idea of how it’s set up:We obtained the Business Agent licenses for these Onboarding purposes, because the HR/Training teams will only need to handle simple tickets/tasks.  The caveat here is that I’m unable to add them to an Agent group in the “Primary” Workspace (in order for them to raise the requests on the portal), because apparently Business Agents can’t be part of “IT” Workspaces.  But now, because they are technically “Agents,” I also can’t add them to a requester group!Am I missing something here??

1
L
Top Contributor
18 days ago
D
Apprentice
Darst-NSWVApprentice
asked in Assets

Last Used By field to populate Used by

I'm trying to get my asset management in order. Something my company as a whole could benefit from possibly as a workflow or some way to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain

0
D
Apprentice
18 days ago
W
Apprentice
winston_mascarenhasApprentice
asked in How do I....?

Issues with JavaScript Libraries: crypto-js, js-base64, and moment

Hello Team, I'm encountering some difficulties while using JavaScript libraries such as crypto-js, js-base64, and moment in my project. Whenever I try to use these libraries, I receive an error message stating, "Could not find the app manifest file in the current/specified directory."I've tried several troubleshooting steps, including reinstalling the libraries, checking for any misspellings or incorrect paths, and ensuring that the libraries are correctly imported. However, none of these solutions seem to resolve the issue.Could someone please provide some guidance on how to overcome this problem in simpler terms? I'm relatively new to JavaScript and programming in general, so any help would be greatly appreciated. trhe version was then changed to 4.2.0 for crypto-js 

1
eeha0120
Skilled Expert
18 days ago
E
Apprentice
EVDVApprentice
asked in Self-Service Strategy

How can I get the parent id in the same line as the child ticket in an export of tickets?

how can you get an export from freshdesk where in the child tickets the ticket id of the parent item is also included? Now you only have the relation (parent or child) but when you have a child ticket, it would be useful to have the number of the parent ticket in the export for reporting purposes. Anyone has an idea?

0
E
Apprentice
18 days ago
E
Apprentice
ericaaApprentice
asked in How do I....?

Reply to ticket via Email

I am having issues getting email functionality to work.In Freshdesk:Customer submits a ticket via our support portal or email [works]. Agents receive email about a new ticket being created [works]. Agents sometimes want to reply to the ticket via email [does not work!]After searching and searching it looks like it requires the [#{{ticketid}}] to be in the subject line on the reply. I have this configure (I have this at the end of every ticket related email now):  Ticket responses via email just aren’t showing up in the portal. What am I doing wrong? I have tried replying to tickets and reply all to tickets. Neither of which are working.

3
E
Apprentice
18 days ago
imscavok
Apprentice
imscavokApprentice
asked in Analytics, Reports & Dashboards

Median resolution time

Is there a way to produce a report with median resolution time, an average resolution time of 90 percentile? 1 in 20+ tickets we receive will take significantly more time for whatever perfectly legitimate reason, and I’d like a report to be able to reflect the more typical experience a customer receives for typical incidents and requests.

1
Amrit Mishra
Community Debut
18 days ago
D
Apprentice
Darst-NSWVApprentice
asked in Assets

Auto assignment toggle not working as intended

I'm trying to get my asset management in order and something my company (Nucor) as a whole could benefit from possibly as a workflow or having a toggle to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain.Does anyone know of a resource or agent we could utilize to use the JSON and Web request in workflow if that would be a possible resolution. I believe if we can just transfer the info we need from the asset to the user we could avoid even using the probe.I hope i was able to explain that well enough if anyone has any possible solutions i am all ears!

0
D
Apprentice
18 days ago
Vanderdecken
Contributor
VanderdeckenContributor
asked in Automations and Workflows

Can you spot the error in this placeholder text?

{{ticket.requester.name}} has requested travel to  {{ticket.ri_207_cf_where_are_you_going}}, which is on the restricted list.This error will appear as a System note saying, “Not given.”The error in this expression is that the second right curly brace is not in bold format. }}Freshservice support was able to find it; mind you, this was buried in a 50-node workflow. I believe this is an insight as to how Fresh parses the HTML in expressions. The <\b> tag cut off the second right brace, and so the value was not found. 

0
Vanderdecken
Contributor
18 days ago
simmondsjon
Top Contributor
simmondsjonTop Contributor
asked in Analytics, Reports & Dashboards

How to show my team the amount of time they've booked per ticket for the day

Hi, My agents key time to each ticket during the day.  They need to review this data at the end of the day. However, there’s a 45 minute delay between time being keyed and the new Analytics being populated by which time they have left for the day. The legacy reports didn’t have this issue. Does anyone have a solution to my issue?  Any integrations?  or ways around this?

6
Amrit Mishra
Community Debut
18 days ago
M
Apprentice
markdavisApprentice
asked in Automations and Workflows

Automation Workflow - Query Service Item Settings

Hey All,I am trying to create an automation workflow that checks if a particular product is in stock, and if it is to then proceed with the ticket. Does anyone know how I can query a service item asset type? This is the field I am trying to reference and check if the asset_state=in stock.  Here is an example of the workflow:  I’m not sure if this is the best approach or I need to take a different approach. All help would be appreciated. Regards,Mark

5
Daniel Söderlund
Skilled Expert
19 days ago
B
Contributor
bobrichardsContributor
asked in Ticketing & Agent Productivity

customers blocked from submitting tickets

Every 3 to 4 months, my customers are blocked from creating support tickets. They see this message "sorry, you are restricted from accessing this helpdesk page."Your company reports to me some nonsense about spamming.That is your problem, not my problem. Why do you inconvenience my customers over and over with a repeat of this again and again? I want no more for my customers to see "Sorry, you are restricted from accessing this helpdesk page.' If you had any customer sense, the message would say “We have a temporary issue that we are fixing.  This is not the fault of Seniorleads.  This is our fault at Freshdesk.”This current message makes MY company look bad. My customer does not understand this is a failure at FRESHDESK -- they think it is my incompetent software people as the cause of this message.There are many ways to solve this (all are common sense):remove your spam detection and do not display this message -- I suspect this “spam blocking” is totally unnecessary and is an idea b

1
Sujitha Dhanaseelan
Community Manager
19 days ago
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Portals, Emails & Other Channels

query re custom portals

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc.  So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks  

1
eeha0120
Skilled Expert
19 days ago
F
Apprentice
ForelindyApprentice
asked in How do I....?

How do I associate multiple clients with one ticket after it has already been created?

Hi Community,One member on  the client team created a ticket in FreshDesk a week ago.  Another client team member wants visibility to the ticket.  Can two client members be able to log in an see the same ticket? Best,Forelindy

1
eeha0120
Skilled Expert
19 days ago
C
Contributor
ClaudiaAmpler
asked in Knowledge Base

Show solution article in multiple folders or categories

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

9
AndyRussell
Skilled Expert
19 days ago
Nenni
Apprentice
NenniApprentice
asked in How do I....?

Printing ALL information from Ticket

Is there a way to print out all the information from the ticket including the Activates tab information? When selecting Print from in the ticket the print preview is great, but it does not include the activities.I am looking for a way to be able to gather all information from tickets at random for audits and such with out having to print from the ticket and than Export from the Activities Tab.Thank you in advance for any assistance with this :) 

1
eeha0120
Skilled Expert
19 days ago
I
Apprentice
IrfanAApprentice
asked in Assets

Bulk attachment upload to multiple assets

We’re in the process of retiring multiple assets and require each one to have a certificate of disposal attached to them for audit purposes. The current method of manually going into each asset and uploading the attachment works but will take a long time to do considering the amount of assets we have to get through. Is it possible to create an API that will upload attachments to multiple devices at once? 

0
I
Apprentice
19 days ago
L
Apprentice
LiratApprentice
asked in Employee Onboarding

samAccountName no more than 20 characters

How did you solve the issue with limiting the samAccountName to no more than 20 characters?My workflow is running smoothly now, but if a name exceeds 20 characters, it doesn't work. Unfortunately, I need to have an entry there?    

0
L
Apprentice
19 days ago
J
Apprentice
jfwilsonApprentice
asked in Portal/Knowledge Base

Secondary Email Mapping

I’ve seen a couple of forum threads through searching, but have not been able to find resolution.  We have a different UPN than we do primary SMTP address.  As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address.  So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address.  I know that I can merge these, but it’s rather cumbersome.  The other option I see is to manually add the secondary email address.  Is there a way that I can automate this via mapping attributes or otherwise?  I don’t want to have to remember to do this for each new user.

6
Daniel Söderlund
Skilled Expert
20 days ago
Sam Lee
Apprentice
Sam LeeApprentice
asked in Knowledge Base

Ask questions about SEARCHENGINEOPTIMISATION

Is SEO useless/unavailable to Plan:Growth users? , I set TITLE FOR SEARCH ENGINE to Primary/Second Registration Time, but "Primary/Second Registration Time" cannot be used at all on Google, nor can I use "Primary/Second Registration Time "Registration Time" site:help.puikiu.college" "No documents matched your search."​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​How can this function take effect? ​​Or is there a tutorial on how to use it?  

0
Sam Lee
Apprentice
20 days ago
F
Skilled Expert
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.

15
varleit
Community Debut
20 days ago
alephtaph
Contributor
alephtaphContributor
asked in How do I....?

FS agent mac deployment with MDM

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

3
rona.yu
Community Debut
20 days ago
S
Apprentice
SteCamApprentice
asked in API and Webhooks

Project Task API - 401 Error

I randomly get a 401 error when calling ‘Statuses’, ‘Priorities’, and ‘Types’.This happens in Postman and via my powershell script (v5.1).  The pm API does not work with PSv7.The odd thing is, the 401 failure does not happen every time,  It does not happen on the same project every time. If it fails, I can call it again and it will work.I’ve tried inserting a wait timer of 15 second between api calls - that does not solve it.I never had a problem before 3/20/2024.  The issue started on 3/28/2024.  I made no attempts between 3/21 and 3/27.

1
Sujitha Dhanaseelan
Community Manager
20 days ago

Badge winners

Show all badges
Terms of UseCookie settings