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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.

Hi All,I’m wondering if anyone has come across a similar situation where they wanted to have different text in different approval emails depending on what is requested. We have various approvals and workflows set-up across different types of service requests. For example:any hardware requests go to the user’s department head, then on to the IT Manager. non-standard hardware/software requests go to me as EUS Support Team Lead for gathering further info, quotes, etc, before then going on to the department head, then the IT Manager for new starters, all requests first go to our HR department for them to go through all information and ensure it’s correct (to avoid us creating incorrectly spelled users, and to confirm whether the user can have a mobile phone as part of their contract, etc)I’d like to have various “copies” of approval emails that give instructions on what the approver should check depending on what the item is.For example, for emails that go to HR, I’d like them to receive a

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) 

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

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?

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?

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.  

We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups.  We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request.   Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to. The enhancement request below is 5 years old, does speak to some of this, but thus far, there doesn’t seem to be an automated way of having the parent details copy into the child tickets.  (There

Hello team, I am trying to send an attribute (type collection(string)) which I get from azure AD using the Azure AD orch into a field :below is the value I get and which I can’t push into the text field :{"extension_bexxxxxxxxxxae_Job@odata.type":"#Collection(String)","extension_bexxxxxxxxxxxxxxxxxxxae_Job":["HR"]} I would like to get only the HR. Can I custom the placeholder to only HR?Can you kindly help me with my issue? 

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!

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

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. 

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

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?

Hello, it is possible to integrate Freshservices with ServiceNow without using any third party or with 

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, 

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

Looking for a way that I can make certain tickets private where only VP level or above could see them.  Agents would not be allowed to view 

I see that you can add a CC to a service request via the built in forms but I would like to add a CC to a service request that I am creating with the API.  I can create the service request successfully via the API but I don’t see a way to add the CC.  Is this possible?

Hello, I already have WhatsApp business if I buy estate plan of freshchat  it’s free? 

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the

Team, just want to ask on how your requestor view or see the rejected remarks on their SR?

I’m new to FreshSales and want to create a report which shows the data underlying a chart so I can export it. I’ve searched the forum topics and it looks as though I’d need to use tabular format or view underlying data. However, my Analytics report doesn’t have the show / hide underlying data option. For this report, the objective is to show a table of clients, relationship owner, and stage of the relationship, but I don’t have show/hide underlying on any reports. How can I create a report with a data table?I’m using the browser-based version with enterprise annual license.  

Hello, I’m new to rest api calls, when I run this command I’m not getting any output:curl -u myapikeyhere:X -H "Content-Type: application/json" -X GET -O 'https://mydomainhere.freshdesk.com/api/v2/tickets' Substituting in the API key from my account and my company’s domain, the result is coming back as blank. If I add a -v onto the command I can see that it’s returning with a Status of 200 OK, which is what I’m expecting to see. However, I’m also expecting to see a list of tickets or some other information like is suggested in the API Reference document. For reference, I’m running this command in a BASH terminal, I don’t think this should make a difference but I thought it’s worth noting. Any help is appreciated.