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JTAVOLAROSkilled Expert

asked in Automations

tasks and workflows in FreshService

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

Max06290Apprentice

asked in API and Webhooks

Can't find API Key

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

megglestoneApprentice

asked in Portal/Knowledge Base

End User Portal - Logging Incidents

The problem that i am trying to solve is that when users log incident tickets with my team via the end user portal we would like to ask them some predefined questions based on which product/service they select. Example, in the form if they select API as the category then can we use dynamic fields to ask them specific questions? Example: “What is the request you are making”. We essentially want to get as much information from them at the beginning so we can investigate and we are likely to resolve it quicker for them. Can anyone point me in the right direction on how to implement this effectively.

Jessica CoriaApprentice

asked in Automations and Workflows

Email notifications

Hi team.I have a question, do you know if it is possible to reduce the minutes to 20, in this section of freshdesk.I share image.Thanks for your help and timeJcoria

mlewisApprentice

asked in Automations and Workflows

How do you handle the Next Response situation when it's not really needed?

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket. The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

Paul CoyneApprentice

asked in Automations and Workflows

Automatically add a Cc email address for specific customers.

One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.Can their email address be automatically added to the Cc field?Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.Thanks for your help on this.

goselitoApprentice

asked in Ticketing & Agent Productivity

Agent Reply Template not updating

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below)

SamAtNAITApprentice

asked in Ticket & Workflow Management

Use Latest Public Comment in Web Request in Workflow Automator

I am trying to get the latest public comment and pass it to the 3rd application using web request in workflow automator. I am sure there is something in that field. However, I am not able to insert it into my JSON body to to send it the REST call. It throws the invalid JSON format error. I tried to add and remove the quotes around the bird lip brackets, still no luck.Mine looks something like this:{ "work_notes": "{{ticket.latest_public_comment}}"}Do I have to do anything different with it?**sorry if this is in the wrong forum. My first post here **Thanks,Sam

CRollogasApprentice

asked in How do I....?

How do you prevent agents from "cherry-picking" tickets?

Hi Freshworks Community! How are you preventing agents from cherry-picking from the easiest tickets? I’m seeing a trend where some agents will selectively take the easiest tickets and leaving the more complicated ones for other agents. This is not a skill issue as the agents are capable of handling the tickets, I see it more as an issue with choosing the easiest path and being challenge-adverse.Thanks in advance!Calista

GavinEldredApprentice

asked in API and Webhooks

How to create a Service Request Using a PowerShell Script?

Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Multiple "Report an Issue" buttons on Support Portal

Hello,For a customer i'm looking if there is a way to add multiple “Report an Issue” buttons on the Support Portal which all lead to another Form.Anyone any idea if this is possible?Gr.Chris

medallo123Apprentice

asked in Apps and Marketplace Integrations

Whatsapp Business Integration Workaround Needed for Second Tick

Hello, I am having issues with the Whatsapp Business Integration. I succesfully integrated a Whatsapp Business number with Freshsales. Messages arrive in the Freshsales Chat section but Freshsales does not provide the second “tick” / checkmark to the sender. Therefore to the sender it looks like the messages was only sent but never delivered. From a customer perspective this is bad. I am trying to find some kind of work-around. I tried having Whatsapp Business on the phone as well so I could just click through the messages there quickly so the sender receives the second tick. However it seems I cannot install the number that is used in Freshsales at the same time on the phone.Any advise on how I could handle this?

flyonthewallApprentice

asked in API and Webhooks

Is it possible to manually set a Publish Date for a KB article?

Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?

GRattuApprentice

asked in API and Webhooks

Add multiple tags on ticket creation when using the API

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.

jasonishApprentice

asked in Automations and Workflows

How to notify all agents, or a group of agents on New Ticket Created

Is there a way to simply notifiy all agents, or a group on new ticket created? Keeping individual agents updated on Admin/Agent Notification per type seems rather error prone. Thanks!

martin.jSkilled Expert

asked in Automations

Correct Process to migrate from Basic Auth to OATH2

Just seeing if anyone else has successfully migrated from basic auth (for their email support channel) to OAUTH2 for Microsoft accounts?We have the banner along the top indicating of the change, however the steps provided to me do not make sense. (https://support.freshservice.com/en/support/solutions/articles/50000004192-deprecation-of-password-based-authentication-for-google-microsoft-email). We access Freshservice/Freshworks via SSO. When I go to an email support channel (we have 6) and click ‘Migrate Now’, and click on ‘Sign in with Microsoft’ it brings up the authentication page, which obviously is using MY account (as i’m logged into FS via SSO - AND I happen to be an exchange admin). If I then click the Accept button, the Email Support channel Incoming and Outgoing mail server changes to MY email. As the Support Channel mailboxes themselves are just mailboxes, they are NOT an agent on Freshservice, neither are they Exchange Admins. So how do I change a support channel email to O

johnindallasSkilled Expert

asked in Chatbot and AI

NEED IMMEDIATE ASSISTANCE - Launch ChatBot with a Button

Hey guys - We are using the chatbot in a self serve capacity and I have been asked to also launch said bot via a button. The code that we were using did launch the chat widget but not the bot. Our bot is only available to users who are logged in and therefore, are authenticated when they launch the chatbot window. As someone who is not a javascript coder, how do i launch the chatbot via an on click of a button? AND have it still utilize the authentication process? I hope that this is easily doable and would be very grateful for any direction, guidance, assistance, insight and any other advice you might have. To be clear, they want the chatbot icon on the page but want to launch the chatbot via a button on the page as well. Fingers crossed someone has done this and am hoping we can do it with minimal effort. Thank you in advance!! John in Dallas Texas

BryceKSkilled Expert

asked in Analytics

Inactive Agent Notice for License Removal

Inactive Agent Notice for License RemovalHello FreshService community, How are you handling agent adoption and account usage metrics in a large helpdesk environment?We have several teams joining the platform but there are a few agents who have not signed in over a month and taking up a license. I am looking for an automated way to open a ticket, as a notice to me and them, that they have not logged in for n-days and account will be deactivated soon if no response in n-days.Currently, this is a manual process can only be found by manually looking at agent last activity date. We cannot pull this data in the new analytics reporting either. Feature request worthy or how do you manage this issue?

Daniel SöderlundSkilled Expert

asked in API and Webhooks

Enable calibrators to send in FAQ via kbase e-mail

Hello, I have a customer that want more than just agents be able to send in FAQ using the kbase e-mail. Is there a solution for that? I was hoping calibrators could do that as well but no. I was asked by the partner support to create a SR here on the forum.

jpacchiardiApprentice

asked in Getting Started

restricted helpdesk page

On my freshdesk page a user cannot submit a ticket because this message displays:We are sorry. You have been restricted from accessing this helpdesk page can sobody tell me what to do? the url is: https://legalia.freshdesk.com/support/home thx

atrigolApprentice

asked in Automations and Workflows

Automatic responses are not visible on the ticket

I have created automatic responses that get triggered under certain conditions.I was expecting to see them directly on Freshdesk, on the ticket that triggered the automation.However, the response is never visible on Freshdesk. Only on the requester email inbox.This way I have no way to know which ticket has been responded with an automatic reply and which isn’t.Any way to fix this?

asked in How do I....?

Permanently Delete Agents

Anyone successfully “permanently delete” an agent entry that is stuck in the “deleted” status under contacts?I’ve asked support to help but as usual Freshdesk support is absolutely useless.Thanking you in advance

sagiiApprentice

asked in Automations and Workflows

Multiple Forms Visual Representation

Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks,

Moffatt PowellApprentice

asked in How do I....?

Deleted Attachments from FreshDesk

We use our FreshDesk for both IT Help Desk as well as for Information Security requests (onboarding/offboarding/change in role/permission changes, etc.). As many times as we’ve told our management teams not to send PII through the system, they still do from time to time in the form of attachments which we have to delete from the ticket to remain in compliance with federal and provincial privacy legislation.My question is: Does FreshWorks also delete the attachment permanently from their servers, including the metadata surrounding the file, when we delete it from our ticketing system? If they do not, then we are still not in compliance with our country’s privacy laws.Thanks!

gregmApprentice

asked in Analytics, Reports & Dashboards

Realtime reporting in Excel -- linking to Fresdhesk, not using csv dumps

I’ve seen this question answered in the past but those topics were several years old. Curious to know if there’s any better answers currently. I don’t see if there’s any native way to create a realtime connection to the data like doing ODBC. I’d like to be able to query the underlying data in realtime to refresh reports and not have to reply on manually updating CSV dumps. If we do have to go with a third party pay solution, are there any recommendations? Thanks!

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