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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

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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!

Hi,Is it possible to add public comment to a ticket via the FreshService API? If not, what is the best workaround?Thanks,Sam

How am I supposed to make an API call to view a list of subfolders? To view list of a Solution Folder you have to put in the category as a param…/api/v2/solutions/folders?category_id={id}

Hi, I’m trying to make a business rule that will hide a ticket field in all instances unless the ticket is a specific service request. Here in the conditions field of the business rule both “Current Ticket.Item” and “Ticket Forms.Item” dont show when typed in. The fields take the input, I can backspace for as many letters as I type before the begins taking out the condition and the field. But no dropdown appears and pressing enter does nothing.Anybody know how I can hide a field on all tickets but one specific request item?    

HelloI have a website and I'm interested in a special form of Paniotatz for customer service that currently reaches me to the email defined in freshdesk, so using webhooks the customer will receive a return message to WhatsApp or the email he entered. But I encounter a problem when I try to create an automation, I don't get a proper URL link to put them on my website or on WhatsApp, how do I create this link?

Hi allHere’s my question which I might bounce over to IDEA if it’s not just me being blind! LMAOI need to find all the tickets from any time whose Subject Line begins with “new client” and then bulk update their Cat>SubCat>Item to the new value I created recently.I go to Search and type in “new client” and filter on Tickets as here.Then I further filter the Requester to my API agent (SMART Sentinel).So far so good right?But now what?There’s no way for me to take a bulk action on these tickets - there’s no way for me to “transfer” the search back to the Ticket View so I can take the bulk action.The search results are meaningless since there is no action available after “finding” these tickets. PS this is my 3rd attempt to post this banal question 

I have a custom card widget that’s been created as a shortcut to a Service Catalog item. This item however is only available to one requester group intentionally. While the item is restricted to all other requesters, the card widget is not. Rather, it will just redirect to an error page for anyone who is not in the designated requester group. Is there a way for me to hide this widget to only be viewable by this requester group to avoid others clicking on it and being concerned about the error page?

I am using 3 historical reportsconversation_agent_assigned which has interaction_id message_sent which has both and classic which has interaction_id my issue is the interaction_id in classic is like the interaction_raw_id in message_sentand my interaction_id in conversation_agent_assigned is like interaction_id in message sent but there is no link between conversation_agent_assigned and classicthere is through message_sent but i cannot rely soley on that if i want to get assignment and interaction data where there are no messages sent

How does lead scoring work in Freshsales? What are the best practices for email tracking?

Hi,I am new to Freshservice. I created a custom form with user-defined fields. I also created a workflow that would take the field values and email them. I used the field placeholders to customize the email message to be sent. Once the form is submitted, the email gets sent, but the fields are all empty. Could anyone guide me on what I am missing? Attaching screenshots.Thank you. Form screenshot Body of the email that is being sent Screenshot of email received from Freshservice workflow 

Is it possible to have place holders or other variables in scheduled tickets?We use the scheduler a lot, one example would be monthly windows update tickets. A new ticket is scheduled to be created on the first day of each month and gets automatically assigned to team looking after updates. The subject is “Deloy Windows Updates To Test Servers” but it would be great to have a variable so i could add the month and year to the subject.Is anything like that possible?