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Is there a parameter for the reporting manager of the agent on the ticket? I’d like to send an email to them in a workflow.

Hello,I want to make it so that you cannot change the Requester when you ordered something from the Service Catalog. Have been told that it is not possible to disable it but can you make it so that you cannot click on the field to change? How can it be done?Thanks in advance. :)

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”.  We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited. 

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to support@freshdesk.com. Freshdesk has not provided a response.   There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week? 

Since a day or 2, the number of Open tickets on my dashboard is wrong and shows 1 ticket more than there actually are open tickets.Anybody have the same issue?It's quite annoying to think there is an open ticket, when there isn't any.

Hi. Is there a way to add a feature in Freshservice so that the agent can see the approval status? For example, adding in accepted / rejected into the state column. Thanks in advance!

Hello all, I have the following use case. We run an internal IT support for our company with offices in different European countries. I have created workspaces for the different countries. For the use case, let's take Spain and Germany as an example. There can be tickets that are created in Spain (and also with Spanish content), but are processed at 3rd level in Germany. If we simply move the ticket between the workspaces, the support staff in Germany will have a ticket with Spanish content and a Spanish reporter. (Note: the spanish support staff do not speak german and the german support staff do not speak spanish)Is there a good workaround to create a kind of internal copy for a ticket that is translated into English by the Spanish support staff and then moved to the German workspace? Or are there similar use cases in other countries that have been solved differently? Thanks in advance for your input and sorry if I am completely wrong with this question!

Hello! Our development team is attempting to add one of our Freshsales classic web forms to our company’s website. However, they mentioned that the code snippet provided for the classic web form is not enough. They are requesting additional code or a predefined element id to actually mount the form to the site. Has anyone else experienced this or know where to find it in Freshsales? Thanks!

I want to add a 2 week duration to a ticket.  I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

Will you solution with Freddy AI work with all languages as OpenAI dos or only the major ones? More specific could Freshchat and Freddy AI talk to our customers in Norwegian?

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue?? 

I want to make a workflow for mails recieved between Saturday 20:00 to Monday 05:00.For the saturday i try this: if(weekday({{ticket.created_at}}) == 7 and substring({{ticket.created_at}},11,13) > 20) But i keep getting "invalid operator” errors. als i cant seem to find a list of what format the value of the placeholders (like {{ticket.created_at}}) are.Can someone help me on how i can do this?  

Hello,I would like to know in freshservice, how can I do a list view by service item ?This field does not exist in filters.Can I add this field to use ?I need to know tickets by service items.Thank you.

I have Freshsuite with FreshChat.Freshsuite is linked to Office 365 and works brilliantly to enable the team to book sales activities on their calendars.However, we can’t seem to link this with the chat function.Is there a work around?

This is the desired result. I changed the img src locally to switch from the default interrogation mark img 

This is very basic question  if I just want to setup a  auto-reply email to anyone who sends in a ticket or emails support, how would I do that?

Hi, we have 2 accounts with Freshworks, one Freshservice Enterprise and one Freshdesk free tier.  I have setup SSO in both and the authentication works fine.  On the FreshService instance sign-on page I get a button “Sign in with SSO”.  I don’t get the “Sign in with SSO” on the Freshdesk instance.  How can I make sure the Sign in with SSO button is available on the Freshdesk portal log on page?freshdesk logon page 

Hi thereFreshworks announced this in the V2 API Documentation for FreshserviceFollowing Project APIs are for legacy project management and these are not compatible with the new-gen project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen will also be rolled out soon.  Anyone knows what “soon” means? 😉I ask, because we really need this for our Projects.ThanksStefan

I want to make a service item visible only to IT, but IT aren’t requestors, so I cannot figure out how to make an IT Only requestor group.  Any help?  It seems like this would be a common thing and I am just missing it.

We have a big issue when solving that chat if the customer is away for more than 5 mins. The display chat box only show this survey and hide the last message from agent. While this is a customer failure cus they are away but they still click option “No” since they’re not able to see the last message from agent & there is no reply box.I think FreshChat should move this survey to the top in order to not hide the last message & display the reply box at the bottom as usual. ThanksMia 

Hi everyoneI’m new to Freshservice, and I’m trying out some features. I installed the SCCM and the domain probe. Unfortunately I had first started the SCCM sync which has imported the users. A day later, I have discovered the domain probe and started the sync. Now the user are not merged.I.e.:I have a user called John Appleseed. He was synced via SCCM and later via domain. When I check his entry, I only have his name and the email address.A different user Heidi Smith dosn’t have a device therfor no SCCM sync but a domain sync. From her, I have the name, department, position, email address, supervisor…What can I do or how can I fix this?Thank you all for your help.Best Regards,  

Hi everyone,Little question for a little problem, is it possible to disable the notification in a specific case ?I mean, for example, we have the closed notification, but in our workflow, we put something on the conversation part in the same time.It send an other notification for “update” and we have 2 mail for our user.Is it possible do disable this one only for this case ?Have a nice day !

I want to send a notification email when the requestor on the ticket is changed. What trigger can I use in the Condition widget in the Workflow Automator? Is there a different way to do this?