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I am currently facing an issue getting Meraki Webhooks to connect to an alert management profile that I have created. I imported a sample JSON alert from Meraki so that I could map alert fields, and I am using the “Endpoint URL” and “Auth Header” fields from FreshService in the “URL” and “Shared Secret” fields respectively in the Meraki Dashboard: Meraki Webhook Entry FieldsI have tried: setting the shared secret to “auth-key XXX” that you get from clicking Copy from Auth Header, copying the entire Header including “Authorization: auth-key XXX”, and finally removing “Authorization: auth-key” and just using the long string that comes after. All attempts to test the webhook with the above testing tool fail. Leaving the profile in place does not seem to generate alerts, which I already receive via email so I know they should be coming in. I would appreciate any input or advice you have, and thanks for reading through!

I review Freshworks CRM. I have a question.In the personal settings of the email→ Other settings,There is a “reporting to”.What does this mean?Does this mean that reporting recipients can see my all email? 

We have moved from ServiceNow to Freshservice. One thing that used to happen in ServiceNow is when an agent is viewing a ticket it would automatically track time spent. You could also track time by adding it manually.I have looked at the Auto Timer app but it will track the time from one status to whatever status we select to stop the timer, not really when a user is viewing the ticket.Appreciate any input. 

Hi! I am wondering if it is possible to retrieve the total lifetime ticket count using the Freshdesk API! I have only found one method, and it includes doing a for loop with page as the iterator, but this seems very inefficient to me, and it always results in me sending too many requests and getting no data back. Is there a simpler way to do this that does not cause too many requests to be sent and not using a for loop? Kind regards, Guy

Dear All,How to create a ticket field which permits to cc another contact ? Also, does a dynamic placeholder exists to show all the contacts in cc of a ticket? Kind regards,

Hi there !Maybe I’ll find a solution here.So, here is my problem.I could you use the ‘requester has replied to the ticket’ to reopen the ticket but what I want is that user approve or deny the solution of the ticket, that’s why I’m using CSAT.CSAT is automatically with e-mail notification ‘Agent has resolved the ticket’Requester receive the e-mail : Does the proposed solution solve your problem?Yes, it’s ok (score 10)No, I’m still having the problem. I want this ticket to be reopened (Score -10) I made the automator below but it’s not working as expected.This automator is set to read the CSAT answer (negative CSAT score should reopen the ticket and war the agent)But it’s not working.Actually, I can’t see this event in the ticket activities.The ticket remains “solved”, that is not working. What am I doing wrong ? Svāgata :) 

I’ve noticed that for some tickets, polling the Freshdesk API for all conversations is missing some conversations that we can see in the UI.I’m hitting /api/v2/tickets/[id]/conversations as per the following documentation:https://developers.freshdesk.com/api/#list_all_ticket_notesIs there some extra flag I should be specifying in the API call? Is there some reason certain conversations are visible in the UI but not through the API that I don’t know about? Or is this a bug in the API? 

Hello, We have a integration project to send tickets from Freshservice to a supplier, that includes attached files if there are any.Have a hit wall when we tried to get the URLs for files that is attached to the latest comment(private). The URLs need to be in a string with a space or line break between them. I used the API Service Desk API for Developers | Freshservice (List All Conversations of a Ticket) to retrieve all conversations but I haven’t found a way to the get the latest conversation and the related attached files.  As I understand it the JSON parser adds all conversations attachments/values into one placeholder. Anyone has a solution/workaround to this ?  TIADaniel 

Dear all, can i check with you guys on how to edit the group member? Will be grateful for any help you can provide.Thanks.

Dear all, May I know how to add new item to the list?   Will be grateful for anyhelp you can provide.

I am using freshservice version 2022 .R03L.02 When I close a ticket, where does it go? What list are the closed ticket's in. When I close a ticket, I can’t find it.Thank you.

I have connected the “Servicebot for Microsoft Teams” app in Freshservice and the “Servicebot” app in Microsoft Teams but when I go to create a ticket from a message (Right click on the message and click create new ticket) a window pops up and says “Unable to reach app. Please try again.”  I have tried uninstalling and reinstalling the integrations multiple times. Any other suggestions on getting them to work? Thanks!  

Yesterday (3/2/2021) filters would automatically update the page when selected. For example if you add or take away an agent in the filter list this it would refresh the page.  You now have to press apply filters to update this change.   Was this a deliberate change?

Hello Community I would like to embedd a frshdesk feedback form widget in a google sites page  Anyone can give mea tip to do that ?

I am a small MSP and I need to be able to get a list of resolved and closed tickets at the end of each month for billing.The filters do not seem to allow me to just get a list of resolved/closed tickets for the month.On top of that there seems to be no way to get a number from the tickets list for billable hours.Any suggestions?

Hi all,I am a newbie with Freshservice Orchestration!We have recently setup the Active Directory Orchestration, and I d’like to start with unlocking users account:In below image you may see the first steps:  Problem is that I do not uderstand how to het user detail:It seems that it needs one of  the below parameter, but what to input inside the name field, in order to get Distinguished name? I may even skip this step and proceed directly to “Is user account locked”, but same question: which string of code I have to use?   Thanks to anyone willing to share his experience!

HIhaving issues with merging and what client can see verse internal agents can see on the ticket.Sometimes we get a response to an existing ticket but freshdesk creates a new ticket. I thought merging would be an easy way to fix that - but seems I am wrong.It seems the ticket that was merged is no longer visible to the customer (its only marked as closed as far as customer can see in their portal – not even that it was merged)But further the customer loses any visibility on that response that was in the ticket I merged into (as they can not see the merged ticket data it in the destination ticket as the system added it as a private note). Of course the agent can see it but its totally missing from the client view.I spoke to support and their feedback was However, the order of conversations is added in a chronological order and would appear the same way for the customer.My issue is it doesn’t, as that merged information is unavailable for the customer to see (in the destination ticket), 

We have deactivated agents but every agent we have ever had is still showing in the Agent drop-down on tickets. This is bothersome, we need to scroll to find the right agent every time. We only have 3 current agents and 7 deactivated. I can’t find a switch to hide them

I have several actions that are performed on a ticket from inside an app via api calls. this has lead to issues where the user has overridden data that has been set by the app because they either failed to reload the ticket or did not see the “Updates” icon Is there any way to refresh the ticket page when the user is finished in the app? current they finish by clicking a button in a model

We are looking for a new request ticket platform and love Freshdesk but the inability to create more dynamic ticket fields is a deal breaker for us. I want to make sure I’m not missing anything.I want the user to choose a Request type - Marketing, Systems, or People. This I can accomplish by adding a section to the Type Field. (This seems to Max out at 3 which may be an issue in the future). Once they Choose Marketing Then they would choose a request category (ie, Graphic design, Signage needed, social media post). Then based on the request category it would display a bunch of ending questions to get the details for that request. So if they choose Signage Needed then it would ask due date, dimensions, photo of the location, material etc. I am not finding a way to get past just that 2nd level of logic so before I scrap the idea of using Freshdesk I just want to make sure I’m not missing something and this is possible.Thanks in advance for any input!

Hi I’m having some formatting issues with creating users in Azure with the app action. I’m using place holders from one of our service requests so that ‘display name’ field is:{{firstname}} {{lastname}}When entered like this, it adds a line break into Azure so it looks like this in the system:{{firstname}}{{lastname}} I tried removing the space but of course it shows up with the first name and last name all together. I also tried using the encoded space:{{firstname}}%20{{lastname}} This way does not work either. Any ideas?

Hi,We are using service requests extensively.  We are using API PUT calls within ticket automators to set the due date on the service request according to a date field selected by the user within the service request.  This is working successfully.I’d like to be able to set the response due date to one or two days prior to that due date, meaning I need to add -2 days to the due date.  For certain service requests, I’d like to be able to set the due date a week after the creation date, meaning I need to add 7 days to the ticket creation date.  I’ve spent days combing support materials and I can’t get anything to work.  This is my best current guess (I’m adding this as a note to the ticket to test the placeholders/filters): Ticket created at {{ticket.created_at}}One day later is {{ ticket.created_at | date_add: 1, "day" }} It doesn’t work, it just gives me the ticket creation date twice and no errors:Ticket created at Tue, 2021, Dec 14 at 7:58 AM GMT +1000One day later is Tue, 2021, Dec 1

In the FreshDesk automations for ticket update you can set triggers based on many fields being changed. Some of the fields eligible to be used in the trigger include custom fields but not all custom fields are included, what determines if a custom field can be used in the ticket update automation rules?In this case ‘Order’ is a text based non-conditional fieldit is available for use in the automation rules for ticket creation  But it does not appear in the list of trigger events 

We have noticed that we stopped receiving agent email notifications on any (private or public) notes added to tickets. Researching our email account, we have found the last sent message out of the email account was in May of last year (Subject “Note Added” corresponding to the email template for notifications)We have a ticket open with Freshdesk support but all we keep hearing is that they have cleared the “block” and “nothing is showing in the logs”. Sorry, but it seems to me that this function seems to be broken as part of one of the updates or upgrades pushed as part of the software and no one from Fresh wants to research in depth of take responsibility for.We have found this to be very productive for agent use and communication and would like to see this fixed or resolved.Has anyone else seen this behavior within their Freshdesk instance? 

The v1 api returns data without issue but after authenticating the v2 API returns a 404.  I’ve attempted this through postman and the CURL example. Any help is appreciated.