Solved

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.

Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy

Hello, We are using the Freshdesk Support desk for quite some time and today we noticed that we aren’t receiving the New Ticket created email notification.It was working until today, I checked the settings, it is turned on and agents are added.We’re getting the Requester replyed to ticket notification and can reply to tickets normal.Is there something we can check, how do we correct this? Thank You!

Hi,I just can’t find how to change the status of a project in Freshservice. I can’t find how to delete them either. I could only find how to change the status of a task, but not the entire project. The project’s status doesn’t change to completed or something to that effect when all sub-tasks are closed. Surely there must be a way to do this?

Hi, I’ve been thinking if it is possible to setup like this:When user’s AD is already disabled it will sync to FreshService and it will also disabled the FreshService account. (btw im using Okta for SSO)

Hi Everyone,Since we are using Google as our mail server, I enabled only the Google login for all the users so that no unauthorize user can accesshowever, I have now 1 external agent that is using Microsoft mail, I already created his agent account but not sure how she will be logging in to the system  

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working? 

Eddie is a service desk agent who keeps missing out on his Resolution SLA. Eddie's Manager advised him to watch out for tickets that is due for SLA on a daily basis. How can Eddie have these SLA critical numbers flash over him everyday? Chatbot can be Enabled from? Can i associate an incident ticket to release ticket?

Hello Community :) Everytime when I want to request a Ticket on my Freshdesk Page, I get Redirected to a page.That page says “We are sorry. You have been restricted from accessing this helpdesk page.”I dont know why its not working, can anyone help me? Cheers 

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!

I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM.  In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.

None of my crew can log into Freshservice. Getting message “You are not allowed to access this page!”Tied in with Microsoft SSO.