Solved

Hello!  I am attempting to run an automation and it is not working the way I need it to!! Here is what I’m trying to do  And all things work – EXCEPT the ticket doesn’t close – it stays in open status.I need the tag “BATCH COMPLETE” tag to be added, then the ticket closed. This automation triggers off of a public note that is added by an agent from a batch emailing – we are trying to automatically close these tickets once the batch emailing has been completed. Can you assist??

Hi, first time here asking :)Is it possible to set an expiration date for knowledge base articles?I want to make sure that articles are kept up to date, and some articles must be updated more often than others. Preferably, I’d get an email notification about upcoming expiring articles, so that I don’t have to actively look for them in my list.Thanks!

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/  

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....  

We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use? 

Can I use client.interface.trigger ("setOptions" in Freshservice interface api custom app?I could not find it in the documentation. But this is available with Freshdesk interface apiThanks.   

Hi,I'm wondering if there is anyone who has experience with creating a webhook on Versa Director to create tickets on Freshservice ITSM..please see the attachment to view my configuration that did not work.Many thanks in advance.** Versa Director provides the essential management, monitoring and orchestration capabilities needed to deliver Versa’s Secure SD-WAN architecture network and security software servicesKamal

When on the email settings page I would like to add my company email address to the mail server.When I click Mail Server and USE your existing support email. I select MS Office 365 for both  in and out.I get a successful message that I have connected to the microsoft account. When I SAVE the settings I get this error:“Error while authenticating the smtp server. Please verify server name, port and credentials”I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you,Jonathan  

Hello Team,May I know if possible to disable / hide the “ All service Items”  option in the catalog? my requestors are really overwhelmed with all the service items. I want them to see them per category. Maybe if there is option not to select/ direct to  “all service items” once user visited the service catalog.     

I was searching to find the best way to manage feature requests and bumped into this thread: https://support.freshdesk.com/support/discussions/topics/50000003204 - this looks like the FD forum software we have. I started milling around and found this site.  A lot more sophisticated functionality.  Badges for end users for example, very visible upvoting (below example) 

I am having an issue getting my distributors to create tickets through the Portal.  I am looking for a way to reject the email attempt, and send back an automatic response via email, to make/force them to create the ticket through the Portal. 

Hello all, I have today several automatic action to allocate tickets to specific agents.Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?   

Please check 2 seats are available for the users. We unable to create a Freshdesk account for this particular user. PFA screenshot of an error. ID: A.khan@zellbury.com 

Is there a way to have the Parent Ticket Auto Closet once all Child Tickets are Resolve status?

Is it possible to get a hyperlink from a service catalog item so you can place that one item someone where it may get more traction, such as an employee intranet page?  I’m looking to put one of our Service Catalog Items directly on our Lending Intranet Page to help them streamline their lending platform issues being reported.  This would provide less clicks for staff looking around for answers, and direct them exactly where they need to be.Has anyone done this before? Is it even something we can do?  I see we can add a hyperlink into a Service Catalog Item, but just am not able to find where a path would be for a certain Catalog item.

Hello,  few month ago I bought Helpdesktheme but now site si offline...are they still partner?

HiWe’re on the old Garden plan, and I have multiple customer portals in our freshdesk. Currently they are all set to publicly available. However, i’d like to set some as public and some as logged in users only.How can I do that? At the moment there’s only one settings that is applied across all. Thanks. 

Hello, I was wondering if there was a way to give a requester the ability to fill out certain fields in a form that can be routed and filled out by one department to another. If so, how can this be accomplished? For Example: Requester opens a ticket and fills out form -> Routes to Finance Finance fills out other fields on form -> Routes to CEO CEO fills and reviews form -> Routes to Facilities Facilities reviews and closes out ticket. I appreciate any feedback you have to offer. Thanks!

Hi Team,Is it ok to disregard the response due for Service Request? specially when an SR has an approval first?or should an agent really need to response? 

 Hello everyone.I am getting an error when I try to create a new agent. “The agent could not be saved. Please try again." There are 2 agents in the system together with the administrator. Why is that?

Hi,I’m new to this community.I’m trying to find a solution to the following problem.We have a SaaS product and using Freshdesk (FD) as our helpdesk system. I’m trying to start-up a community forum on FD but only for paying clients on our SaaS product. I’d like to have them registered and authenticated by our SaaS product accounts rather then google or FB etc.Is this possible?We don’t want to have their contacts created in FD due to PII data concerns, just authenticated via our product.ThanksShamila

Hi,I am exploring the possibility to update a new ticket’s due by using Update A Ticket API, document for the related API as below:https://api.freshservice.com/v1/#update_ticket_priority May I know if all fields of a ticket can be updated by using this API? Cause I tried priority field, and it is updated successfully, but it doesn’t work for due by. Regards,Roland Ng