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Hello,i have been trying to to update multiple assets via API.The call im trying to make should update a type_field of all assets that are associated to an exisiting ticket, but i cant get it to work correctly. If I use a parser and want to parse the display IDs of all retrieved assets, it obviously runs into failure, because the URL contains the display ID of all assets im trying to update simultanouesly.Does anybody have a good solution for this? I’m super new to API so I don’t have any idea how to bypass the problem with multiple display IDs.Thanks in advance! 

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

Olá a todos! Esse é meu primeiro post por aqui mas pretendo ser bastante e apoiar a todos também em suas questões sobre o Freshservice! Estou com uma dúvida e gostaria de saber se alguém aqui já passou por isso e conseguiu encontrar uma solução. Temos um campo de formulário de tickets que vale apenas para incidentes e não sentido para requisições. Tentamos criar uma regra de negócio para ocultar esse campo quando a condição for ‘Ticket > Tipo’ = ‘Requisição de Serviço’ mas não o campo ‘tipo’ não aparece entre as opções de campos de ticket.Curiosamente, no automatizador de fluxo de trabalho, é possível selecionar este campo sem dificuldades: Será que há alguma alternativa para isso? Caso negativo, fica uma boa sugestão para a Freshworks! Abraços a todos! 

Hi, how i can retrieves appointment using API based on date rang. i tried crm/sales/api/appointments but not able to set the filters Thanks

Is there no way to sort the list of tickets by Resolve By? Seems like a bit of an obvious use case but I can’t see how to do that. By the way, I am also curious to know if the format of columns is configurable. The Resolve By date is pretty cumbersome and all I really need in the list of tickets is something like “In 12 hours...”. If I need the specific date/time I can open the ticket so the long-form date is “fluff” I don’t want or need.

Heya everyone,as the title describes I’m encountering errors when I try submitting a ticket on both the embedded form and the portal itself. I’ve looked it up and it appears as if this is resolved on a case to case basis.Portal URL: https://3001.freshdesk.comEmbedded form: https://dev.3001.host/contact Hope this can get fixed

Greetings,I have been pulling my hair out trying to find the right/best way to do something that seems simple on the surface. I need take the value of the Time Entry field “time spent” which unfortunately is stored as a String, and turn it into a number so I use it to then calculate against an “hourly rate” field associated with an Agent. The only part of this whole process I cannot get to work is the String to Decimal conversion. time_spent values are stored as a String like: “02:30” which means 2 hours and 30 minutes. Because of this I am currently using substring to split the values into the Hours and Minutes portions so I can then divide the minutes by 60 to get a decimal. I then need to add both back together. The closest I have come to making this work is:abs(substring({{P4.root.time_entry.time_spent}}, 0, 2)) + abs(substring({{P4.root.time_entry.time_spent}}, 3, 5)) / 60 This makes absolute values from the String portions xx:yy respectively and adds them together. It appears to

Hello Community :)  A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my processI want the same features as before this update. Thank you for reading 

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks  

We have some kind of bug in a couple of our change lilfecycles. The field seems to be both marked as mandatory and locked in Change Lifecycle. There is no way to change this.Has anyone experienced the same problem?  

Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?

Does anyone here experience this issue. See attached screenshot,  

Hello,I'm wondering if it is possible that I change the button “Mark ticket as closed” for requesters. I found the option via “Admin → Rebranding ServiceDesk → Portal customization” that I can change the code for this button. But can I change this button to that a ticket will be marked as “resolved” instead of closed? Or if there is an another option to change this, please let me know.

According to the documentation (https://developers.freshchat.com/web-sdk/v2/#messenger-api) we can destroy the Freshchat via `window.fcWidget.destroy()` call.But how to re-initialize the Freshchat again?It doesn't work via `window.fcWidget.init()`

Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai

I created a test marketing list and decided I want to delete the list. I’m unable to find an option to perform the delete of the marketing list.Anyone have any idea how to delete the unwanted marketing list? Thanks

Hello guys, I’m having issues with deploying the new version 3.5.0 of Freshservice Discovery Agent on Intune. Normally it was a simple task as it was just a msi file, but in the new version I need to add a token to the installation. I have the token, but I can't seem to get it to work in a powershell script to silently install it. Has anyone tried installing the program with the token via powershell silently? Thanks in advance

Hello, i want to implement heads up push notificaiton in Android . like IOS have and some other apps like whatapp etc have when app is closed or backgroup notifcation comes as heads up  

Does anyone know if there is a way to hide fields on the Task form?Task is not an available choice inside Business Rules for Forms in Global or Workspace Admin settings. From what I can tell this means there is no way to. However, I’m also fairly new at this, so thought I’d check with the community.

We have custom forms for our master data management operations. As seen in the screenshot, this form has different fields such as Customer Number and Company Code. Our challenge is, we want to consolidate some of the data from within the form for a lot of tickets (over 1k) in an excel sheet. One way is to examine each and every ticket and copy & paste the data under those fields. This obviously doesn’t scale well. We tried to do it using the analytical module as well as the Ticket filtering. But we couldn’t find our fields there. Is there any way to overcome this challenge?   

I need a little bit of help.I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket.But I can’t make it work with placeholders on the callback URL:If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step  https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails!Not sure why, because no information is available in the log.Do I need to declare a variable form the incoming data and then put that variable in the call back url?Many thanks,   

Hi all, I am new to Freshdesk and I want to use our extisting customer accounts (from the database of our company’s website). I want our customers to be able to create tickets on the freshdesk customer portal via their existing accounts created our company’s website. I can see that there is an import option using csv files, but I need an option to migrate passwords too.In the long run I need a solution where our customers need to register only one account for using our services and a support desk service too.Does anyone have any ideas? Thanks,Gabor

We are using the default survey which has a satisfaction rating from 1to 5 and currently only use Fresh Desk Tickets. When looking in Analytics there does not appear to be a CSAT metric for tickets on chat. It appears that Survey has the results from our CSAT which is good and I have been able to create some insightful reports but now I need to get an average score over all Surveys answered within a Period of Time. However the metrics does not appear to give me an average score the nearest I can do it output the total an fiter by choices giving me the total number of responses for each choice made. I then have to manually get the average score.Am I overlooking something obvious or am I limited to what I have already found?

Hi everyoneI’m looking to set up SLAs in Freshdesk for different ticket types and priorities. Can anyone walk me through the process, or share best practices for configuring SLAs based on customer support tiers?Thanks!