Solved

We’re trying to create sub-tickets (*not actual “Child Tickets*) via an API call, but we need to be able to transfer attachments from the main ticket to them (they generally only have one attachment).When I attempt to put the attachment section from the JSON of the parent ticket into the creation payload, I get a Validation Failed on attachments field of datatype_mismatch with message “It should be of type valid file format”.Here’s the payload I’m putting into my POST to /api/v2/tickets{"email": "REDACTED@redacted.org","status": 2,"priority": 1,"source": 1,"subject": "Child Vaya Onboarding Test","description": "This is a test to Business Apps. Please refer to the parent ticket for attachments.","workspace_id": 2,"group_id": 23000165356, "attachments": [ { "id": 23005786611, "content_type": "application/octet-stream", "size": 1306, "name": "EMP--2024_01_18.csv", "attachment_url": "https://REDACTED.atta

None of the link to the free themes are working.Can someone help out with free themes one can use? Its been a whole hell lot of work getting to see themes.Help!

We have several company-names/domains in the company.When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.Is there a way to change the “master”-field from email to samaccountname?

Are logs available for agent permission changes? I found the logs for requestor updates but can’t find logs for changes to agents’ permissions.

How do you add a custom field to the service item subject field? If the Custom Item is a text Box named “Brief Description of Device” this is what I have tried and it dose not work for me {{custom_field.cf_Brief_Description_of_Device}} any ideas?

Hi dev community,  i have been looking for a elegant solution to store call recording along with phone call logging. but according to the documentation i have not found much field to store recording or any hyperlink address to place voice_audio_link. Is there anyone who have done this before or implemented this.  

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

How can I make the Planning section of a Change mandatory before requesting approval is allowed? Currently, an approval can be requested without filling out any of the Planning section. We need the full details to go to the approver.

I need to edit this particular view to add more fields or edit the current ones. Is it possible?  

Hello Berlin community!I have been hearing feedback on a few occasions that the current knowledge base hierarchy is not sufficient for some customers - this is especially the case for multinationals that operate at significant scale.Currently, Freshservice supports 3 layers (category, folder, item) which typically does not support use cases very well that have a) multiple functions working in one tenant and/or b) that have more demands on regional and country level distinction.Does this resonate with any of you? And, has anyone found any workarounds or ways of working that offset this current limitation somewhat?   

Hi all,Is there a way that we can search for all the configurations where we have used for example a given user.If i search somewhere so I can view all the places I use it like BR, Workflows…Asking because sometimes I have the case to change/replace a given user I am using in workflows, so will be amazing if I can search for only workflows where I use it,Thanks

Hello,I'm looking in the system and I can't find it. Is there any way to check the timline for a specific ticket, who closed it, who assigned it and all other information? Do you need to have administrator rights?

I am looking at turning off emails to our IT portal to encourage more tickets to be raised by the self service portal.Does anyone have any thoughts on this? Has anyone been able to sucessfully implement this?Also, I suppose the question would be…. how do I do this?

Hello :)I have a strange case. I need the mail of the agent who add a time-entry, and also the mail of his reporting manager, too. So, I have a workflow which looks as:Get ticket agent(who did the action) ID with API JSON Parser of step 1, and safe the mail of the agent, and the id of the agent(step 1) manager Get the manager ID(of step 2) Get manager mail by API(of step 3) JSON Parser of the manager mail(of step 4) Send email to both(step 2-agent mail), and (step 5-manager mail).Unfortunately, I dont know why, it sends 2mails to the agent, and only 1-the right to the manager.By agent, I mean the person who did the action over the ticket(in my case-add time entry), and I want to get his manager to.Is it works by default this way? I want 2 different mails to be sent to 2 different people.Thanks!

I Have tried to change the cards' text to say something that makes more sense. Filling up a support ticket to Fill out a support ticket. But when I change the text for one, it changes the text for all the cards.This is on FreshDesk Pro  <section class="container-fluid px-0 mt-16">    <div class="container">      <div class="row justify-content-center">        {%for card in portal.home_cards %}          {% if card.show %}            <div class="col-md-6 col-xl-3 mb-8">              <a class="card fw-horizontal" href="{{card.url}}" aria-label={{card.label}}>                <div class="col-3 px-0 my-auto text-center">                  <div class="fw-category-icon">                    {{ card.image }}                  </div>                </div>                <div class="card-body col-9">                  <h2 class="mt-0 card-title fs-18 line-clamp-2">{{card.label}}</h2>                  <p class="line-clamp-3"&gt

Why doesn’t the FreshService HTML editor GUI support Named Anchors?  I understand it is possible to do this via the code view but this would be a huge boon to complex Solution articles and many of our junior team members are not prepared to edit these manually. I submitted this as a feature request years ago and it still hasn’t been integrated? I consider this to be a huge feature gap and wonder if I’m alone here.

Hello,  Under Service Request, a button to submit says ‘Post Request’ instead of ‘Submit’ unlike ‘Issue a Ticket’ page. (We are also using the new ‘Home Page Designer’) Is there a way to change it by any chance to ‘Submit’?  Just for testing, I inserted this code in ‘Page Layout’ which sorta does the job but not perfectly (One issue is it will say ‘Post Request’ temporarily before changing to ‘Submit’. <script> window.onload = function(){ var service_request_page = document.getElementById("service-item-request"); if (service_request_page !== null) { $('.place-request-footer input').val("Submit"); } };</script>  

Hello,We are trying to prepare an workflow automator, which will close parent ticket, when all related tasks are closed, but so far we didn’t find a way how to prepare condition, which on task closure will check all tasks related to the same parent ticket and if all are closed, to automatically close the ticket. Did any of you have such problem and maybe found the solution? It looks like quite obvious thing for such tool, but so far I didn’t find any solution for this problem. Thank you in advance.  

I have implemented SSO with JWT for FreshDesk and everything works well so far. We have a custom application where users log in to. And once logged in, they can click a Help link which logs them into FreshDesk on a new tab for the same browser. Our code kicks in when the Help link is kicked and we create a JWT based on the logged in user’s information and pass it to FreshDesk. The works great, but we would also like to implement the log out functionality.  Whenever a user logs out of our application, we would also like to log the user out of FreshDesk. I was trying to see if there is any API endpoint that I can access and pass the JWT token, where the FreshDesk application logs out the appropriate user. I was told that currently such API does not exist. Has anyone faced a similar situation? How did you implement this?

Hi. Is there a way we can re-size the tiles on the portal page and customize them without a logo? Please see example of what we’re trying to achieve below (refer to OR tile):   Thanks in advance. :)

Hello All,I am pretty sure somewhere down the line this is going to be user error (LOL) but when trying to run a basic Get User in the AD Orchestrator I am getting the following error and havent been able to figure it out. Any input would be appreciated. 

Hiya, First post. Does freshservice have the ability to allow end users to select from a dropdown of ticket templates created internally? This would allow repetitive tickets to be more uniform and easier to follow by my technicians. Cheers.

When submitting a ticket our Captcha section doesn’t change size. It starts off requesting a tick. If it goes to the click on the X pictures the captcha window stays the same size.Users have to scroll vertically and horizontally to view the pictures. How can I resolve this?

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

I would like to add a custom button that redirects to a URL and integrate it into the help freshdesk widget. Is this possible?