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HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.

The current limitation in Freshservice is the "First response time SLA escalation notification" will only be triggered once. How can we automate it the SLA will be calculated and will send another notification (if breached SLA) if the ticket is assigned to a different group?

Hello, I’m trying to build an asset flow that runs on schedule. I want it to run for hardware, but only specific types (laptop, desktop, etc.) The flow works fine when only one asset type is added to the condition, but does not work when I add more. How can I get this to work?  Thanks  

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined  %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %}   When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

To remove a grid gap from HTML/CSS code, you can use the “grid-gap” property and set it to 0. This will remove any spacing between grid items. Alternatively, you can use the “gap” property, which is a shorthand for both “grid-row-gap” and “grid-column-gap” and set it to 0.FontXS

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

I have a webhook runbook set up on a hybrid worker in Azure that is written in PowerShell 5.1. When the runbook is triggered, the webhookdata object that is delivered is null. Below is the simple test script I’ve created as a starting point using an example from Microsoft documentation.When it runs, the WebHookData object that is delivered by the webhook is null. param (    [Parameter (Mandatory = $false)]    [object] $WebHookData    )if ($WebHookData) {    write-information $WebHookData    if (-not $WebHookData.RequestBody) {        $WebHookData = (Convertfrom-Json -inputobject $WebHookData)        write-information $WebHookData        }    $WebHookData | set-content -path "<some path>" -force    $VMS = (convertfrom-json -inputobject $WebHookData.RequestBody)    write-information $VMS    }else {    write-information "WebHookData is null"    } At one point, I was receiving data, but at some point, it stopped for reason I cannot figure out.  

I contacted support about this, and they recommended that I post it here for Freshworks developers. When I attempt to submit a topic with several tags, I get a 505 “internal server error.” Two HAR files are attached: one for a successful submission using two tags, and one for a failed submission using three.

Hello all!We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding) Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding) When trying to select information about the user being offboarded, o

The not too much for how to make it then start 

Hey, we’re having some issues getting the Teams integration up and running: Even though the colleagues form IT confirm the app-request within O365 Admin Panel, the integration seems not to receive this confirmation and keeps asking for this again and again and again… Any suggestion where we did wrong? 

We are developing an app (Freshsales Sage integration) that utilizes the 'onContactCreate' event to listen for contact creation events in Freshsales. However, we have observed occasional failures of the 'onContactCreate' event when creating contacts in Freshsales. During our testing, when we attempted to create 10 contacts at a time for 5 iterations, totaling 50 contacts, the product event didn't trigger for 3 contacts in the first iteration, but it triggered successfully for all subsequent iterations, allowing us to retrieve the contacts. Consequently, we were unable to retrieve all the contacts created in FreshSales using the product event. We have also encountered this issue while creating 5 contacts at a time in Freshsales, during which the product event only triggered twice. This does not occur frequently, but it happens occasionally. Does anyone have any suggestions?

How to add products to deals as when I enter a new deal, I want products also appears in the same page, where I am entering details of deal,  which I am not able to do. 

Hi there, I tried to import some companies following your process in CSV, using the right format, the right headers but the mapping fails despite multiple attempts. With Hubspot I can import Excel files and the mapping is suggested (green = fields are identified and mapped, red = fields need to be mapped manually). That would be great to simplify this process and make it simple for all 😀  

I managed to get the JSON path of note from Web Request and Parse JSON in Workflow Automate, but how do I send the value to Trigger Webhook? I want to send the body_text to the webhook.  

Hi, this seems like a fairly simple ask, but I am having trouble figuring it out. I have a service item that has a custom checkbox field. I need to export all tickets where this field is checked but I can’t figure out a way to filter out these requests using either the ticket filter/export or analytics. Is this possible? Thanks,Kev. 

Adding this to this particluar forum even though this is for Freshservice and not Freshdesk.  There doesn’t appear to be an API subforum for API in Freshservice?But anyway, I’m trying to update old tickets with summarized resolutions notes via API (yes, without Freddy) but haven’t had any success.  Has anyone had luck using API to update Resolution Notes in a ticket?  In Freshservice’ defense I don’t see any documentation about using the API in this way.  But I was hoping it’d be a simple matter of generating a body/json that looks like: {     “ticket”: {           “resolution_notes” : In order to fix this we had to use this 3 step guide”,           “resolution_notes_html” : <div dir="ltr">In order to fix this, we had to use this 3 step guide."</div>     }}The error I’m getting back indicates that it’s not an expected field saying “Validadtion failed” and listing the “resolution_notes”    I’ve tried with bypass mandatory and without.  Am I overlooking something simple in th

Hi everyone,I’m working on a workflow in Freshservice that sends data through the Web Request node to a custom API. I’m building an array using the Expression Builder, but I’m running into issues where the values get wrapped in single quotes instead of double quotes, which breaks the API call.Even when I try using liquid filters to replace the quotes, it doesn’t seem to work. Manually entering the array with double quotes works fine, but when it runs through the workflow, the body is empty.Has anyone found a reliable way to force double quotes in an array using the Expression Builder or liquid filters?

Is it ideal when a Ticket or Request or Change is submitted but it is rejected, does it mean you need to submit another ticket or Request or change? just to apply the remarks? what is the best way to this process?

Hi,On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time?Thank you

How do you designate which agent groups appear in this Responder Group drop down?  The only one that appears there for us in the Infrastructure Group.  

Hi i need to retrieve purchase order through API with filter as below“created_at” and “created_by” but purchase order doesn’t seem have this filter, which is unusual, can anyone shed some light?else the purchase order API will be totally unuseable as i have to always retrieve all "https://abc.freshservice.com/api/v2/purchase_orders"ref @Service Desk API for Developers | Freshservice  thanksJonathan

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!