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HelenHContributor

asked in Ticketing & Agent Productivity

Ticket ID on reply to notes

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

pcruzApprentice

asked in How do I....?

Hi everyone! I aprecciate if you could help me with this situación: I would like to eliminate the predefined response that appears when I respond to a ticket, I have already reviewed the predefined responses and several modules, but I cannot find where it is configured.

djherrera211Apprentice

asked in How do I....?

Webhook JSON set dependent field value

Good Day! Hi, i just want to ask if how can we set value of dependent field in custom fields via JSON Format.“custom_fields”: { “cf_cm_territory”: “{{tickets.cf_cm_territory}}”}how do i declare the cf_cm field?

HegeryApprentice

asked in Apps and Marketplace Integrations

cross-origin With My React App

Hi,We are unable to create contact using APIs on a react js application. We are facing the CORS policy blocking issue. Please help us to fix the below error. API URL:'https://lawazem-744221652743434123.myfreshworks.com/crm/sales/api/contacts'METHOD:post

christian.gApprentice

asked in How do I....?

Additional fields on snippet ticket_list

We need to have a better overview over tickets for our customers by adding important fields to the snippet ticket_list in the ticket overview on the portal. Could anyone help me to get a solution for this? This has to be possible, right?Thanks and BRChristian

kelly.savoyCommunity Debut

asked in How do I....?

Filter for Tickets Over Created Date Age

My team is migrated to Freshdesk from Zendesk. While it is something we are working on, my company has a large amount of outstanding tickets that are over a year old. I would like to create filters for tickets over 30 days, 60 days, 90 days etc. But all the filters appear to be based on created less than or requiring specific dates.Does anyone know a way to do this?

horvath.szilardApprentice

asked in How do I....?

Using the original sender as ticket requester in forwarded emails not working

Hello. I’m trying to use the forward option in Freshdesk, so when an agent gets a “ticket” in a private conversation and I’m forwarding it, the original sender should be the requester. Unfortunately it’s not working, although the function is enabled in the Administrator settings. Below is the screenshot. You can see the following:the original email comes from szil****@gmail.com the recipient is the agent hor****@**iws.hu the email was forwarded to the support email address the requestor on the right side is hor****@**iws.huAny help would be appreciated. Thank you,Szilárd Horváth

qeridoodwApprentice

asked in Ticketing & Agent Productivity

Message not delivered although mail is correct

Hello, we are increasingly having the problem that messages cannot be delivered. Although the customer has already received emails from in the past. #Here are two examples

cyeslynApprentice

asked in Assets

Removing a location label under asset management

Hello,We have realized that we no longer need a child location for asset location. I have relabeled all of the assets with the correct parent location. I have checked over 10 times by creating reports to see if there are any assets reflecting the old location, and the report reflects that none of the assets have the old location label.How can I go about removing the unwanted location label? Thank you in advance for any help you can provide.

amet.10Community Debut

asked in How do I....?

Forward freshdesk archive tickets

Is there is there any possibilities that I could forward the archive tickets using freshdesk?I need to forward all archive tickets, bulk or individual tickets? Is there any workaround or workflow to implement that?

alltechplusApprentice

asked in Portals, Emails & Other Channels

You have been restricted from accessing this helpdesk page

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

writeropApprentice

asked in How do I....?

Want to extract text before @ from email id field

I am pretty new to using expression builder in my freshservice workflows.I have a freshservice form which has a field ‘email id’.The expected input to that field is of the format firstname.lastname@xxxI want to extract the part which is before the @. So firstname.lastname in this case is what i intend to extract and use later in my workflow.

Conor.lynchContributor

asked in Portal/Knowledge Base

Edit email notification template for external users

Hi All,The lovely folk in my HR department have asked if it’s possible for my company to use FreshService to use as a means of communication with external users, mainly users who we may onboard but have not yet done so.Allowing all domains to raise tickets and to be able to log into the portal would be one way, but this is explicitly not allowed in our organization. SSO and MFA is required to access to portal and only by users with Microsoft Entra accounts.I’ve allowed emails to be received and tickets to be created by all domains and using workflows to add notes we can instruct the external requester to submit the information they are being asked to submit by HR, the main purpose of all this.The last problem I have left is the external requester is then emailed the default new ticket created email notification which includes the link to the support portal. I don’t want to remove that link as I want to keep it in the notification for our employees when submitting tickets.Is it possible

ZeroFellApprentice

asked in FreshThemes Gallery

WYSIWYG Editor for Themes

Is there an editor one can use for Freshdesk themes to customize the layout, looks and feel? It’s been ages since I have done any CSS coding and the shortcodes are a bit of a boggle to me right now.

nicolaschContributor

asked in Apps and Marketplace Integrations

Azure AD SCIM photo

Hi community, hope you’re doing well.Just wondering if there is a SCIM attribute that would enable to sync the Azure AD photo with Freshservice when using user provisioning?Thank you in advance for your help

ejgerkenSkilled Expert

asked in Project and Workload

Bulk import project tasks and subtasks

I seem to have an issue with bulk importing project tasks.i made an export to get the format of the needed csv and built the right new one, but while it imports everything else fine, it ignores the parent-ID on sub-tasks, instead creates a new task. (type sub-task is defined, Parent Task ID is defined, yet it ignores that). how can i bulk import correctly, i.e. having sub-tasks also created with the correct parent task?

abbientoApprentice

asked in How do I....?

Export All tickets from 2016 to now

I need to export all my tickets with description, note, reply and all data from Jan 2016 to Sep 2023. How can i do?

RsomersApprentice

asked in Ticket & Workflow Management

Problems vs Child Ticket

I’ve been trying to figure which would be a better solution for my teams. The prior admin for FS before departure had the mindset of utilizing a master ticket and only link other tickets as children so the master would close the child tickets. They stated it was easier all around. Problem tickets I am more akin to as that sounds better all-around for incidents. Though this debate was sparked due to this being multiple incidents from an outage (no real solution just started working again) and so would this be better stated for Problems or Master incident with child tickets attached?

marcos.pereiraApprentice

asked in API and Webhooks

Ticket are not been resolved via bulk update

Hello everyone,I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not.Sample of request:curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}'Sample of response:{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}Looking the FreshDesk dashboard the status never change.When I try to check the progress I had:{"code":"access_denied","message":"You are not authorized to perform this action."}However, if try to make a bulk update action setting any other status, it works.Could you support me, please?

KJCSkilled Expert

asked in Ticket & Workflow Management

PowerAutomate HTTP Connector

Hi,I'm attempting to create a GET request using the HTTP connector in Power Automate. However, I consistently receive a 404 "item not found" error. I'm using the URI provided in the Freshservice developer documentation, and the ID corresponds to a ticket I own so I know if exists. I'm unsure why the resource cannot be located.Example URI from the developer docs: https://domain.freshservice.com/api/v2/tickets/20Has anyone be able to do this before? If anyone can help that would be great!

VanderdeckenContributor

asked in Automations

Extract two email address from a field in a custom object using a reader and expression builder

Hi,I read a field from a custom object that has two email addresses separated by a comma and a space.“xyz@func.com, wrt@func.com”I need to get each email address and send an email.I am new to this so any suggestions are welcome.I think I may need to do two expression, one to extract each email-R

Khalid_RagyContributor

asked in Analytics

Issue with data classification in a report of incidents within SLA vs out of SLA

While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below The screenshot below shows the metric, time dimension and group by filter for better understanding

CoNativeApprentice

asked in Apps and Marketplace Integrations

AzureAD provisioning catch 22 with SSO

We are just setting up our Freshservice (FS) instance. I installed the “Azure Active Directory Provisioning (SCIM)” app in FS and configured the “Freshservice Provisioning” enterprise app in Azure per the instructions using my local FS agent account. Then I configured SAML SSO. I target a small group of users that have everyone we want to be agents. All these users that were automatically provisioned by AAD provisioning can sign in using the SSO except me. Even though my local FS Agent profile is currently syncing fine with Azure, when I try to sign in with the SSO, FS creates a new Requester account for me. I figured this was due to it being created as a local account, so changed my local account to a different email address, “forgot” (deleted) the Requester account FS created for me on login with the SSO and let AAD Provisioning create a new account for me. I can successfully sign in to the SSO and use this account. So I convert this AAD/SSO account to an Agent but now I’m usin

volcanicdoveSkilled Expert

asked in Apps and Marketplace Integrations

Unable to Update Requester via API (missing_params)

Hello, I’m attempting to use the API to update a requester, of which I have been able to pull the information for with no problem. Unfortunately, when following the examples listed in the API documentation, I am entirely unable to get the sample code to work when supplying my own data. The example listed in the API documentation for updating a requester is:curl -v -u api_key:X -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"Ronald", "last_name":"Weasley","time_format":"24h" }' 'https://domain.freshservice.com/api/v2/requesters/888' I am modifying this command as such:curl.exe -u "$($ApiKey):x" -H 'Content-Type: application/json' -X PUT -d '{ "first_name":"First","last_name":"Last","time_format":"12h" }' 'https://domain.freshservice.com/api/v2/requesters/01234567891' When I execute this request, I receive the error:Status: 400{"code":"missing_params","message":"Your update call does not have any parameter. Atleast one parameter is required."} I can confirm that the reques

ozzyCFCApprentice

asked in How do I....?

How do I send replies (outbound) via email?

Really new to Freshdesk. We added a custom email address and when I reply to tickets it shows that in the “From” location it says () and has no email listed. How can I change that so that when I reply it gets sent as an email? Is that a higher tier in the subscription?

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