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AAlexiouApprentice

asked in Ticket & Workflow Management

Asset Workflow for Used By

I’d like to create a workflow to automatically assign the Asset to the User using it.Doing this manually is hell for hundreds of Assets.So we send the Agent to the users via InTune. We get the information “Last Login by” and I would like to link this information to the field “Used By”.How should I go about it to create such a workflow?

jessicalarson831Apprentice

asked in Analytics

Cleaning up old tickets without affecting reports

I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.

felipehaApprentice

asked in Contacts & Companies

Limit tickets by customer

Hi, can I set a limit numer of tickets submitted by a specific customer?

asked in Portal/Knowledge Base

Freshservice - Notifications for Solutions

Notify agents and external users of a) changes to existing solutionsb) new solutions published in a given category or folder Hello everyone,Is there any way to achieve the above with Freshservice native features or via a 3rd party from the marketplace?Thank you

AndyRussellSkilled Expert

asked in Getting Started

Request for a Change card on customer portal

Hi, we’re customizing our portal for our staff and all seems to work OK except if we ‘unhide’ the Request for a Change card it doesn’t become visible in the preview and doesn’t show up when published. All the other cards turn on and off the cards as expected. Anything obvious we’re likely to be missing. See image below.thanksAndy

rmooreCommunity Debut

asked in How do I....?

Multiple Customers on a Ticket

I need to be able to create a ticket and then assign multiple customers to that ticket who will receive correspondence and updates. How can this be done with Freshdesk?

EricRoelandSkilled Expert

asked in How do I....?

How to create a column with only ticket number

I get a request from our agent to have a column with only the #INC number.Is this possiblke in any way?

JingCommunity Debut

asked in Automations

Workflow Automator API Timeout Issue

Hi all,We’ve had several FreshService workflows running quite happily for a while that get data from our HubSpot CRM. As of this week these are no longer running.Nothing appears in the execution logs, there have been no changes, and when I “Test Web Request” in the Workflow Automator either nothing happens or I eventually get a timeout message."error": "The timeout of 60000 ms has been exceeded when getting a connection to api.hubapi.com:443"}The same requests using exactly the same details, including the same bearer tokens, works outside of FreshService for example in Postman. Has anyone had a similar issue before or got any ideas?Thanks in advance,James

aldoSkilled Expert

asked in Messaging Channels

Is it possible to integrate Freshchat with Indonesian e-commerce platform?

Hi There, Did you know, is it possible to have an integration of Freshchat and some e-Commerce platform on each country?Our leads challenges us whether is it possible to have the integration?

diegolexiedenApprentice

asked in Getting Started

Can you have different fonts across different worksheets of an excel file?

Change the font on all sheets by selecting all cells and changing the font. Select all worksheets by clicking on the leftmost tab, holding down the Shift key and clicking on the rightmost tab. On any of the worksheets, select all cells: ... Change the font.Fonty Fonts

mchequerApprentice

asked in Ticketing & Agent Productivity

Create a ticket via a query string

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234

jon.mouTop Contributor

asked in Ticket & Workflow Management

Running Multiple Workflows on a Single Ticket

Hello, I have been expieriencing some issues running multiple workflows on a single ticket. Essentially when a ticket is created we have several tasks that needed to be added based on multiple fields being selected on the form. Right now a single workflow would require a lot of duplication. With multiple workflows I wanted to have a the trigger be the same (Service Request is raised) and have the main condition be the same as well (Service Request item is X). Does anyone know anyway to achieve this? Thank you!

GarudaCommunity Debut

asked in Automations

Multiple Workflow Automations

I know this has been asked in various different ways but I haven’t found a concrete answer.I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop. The number of apps will vary.Right now a child ticket is created and attached to that child ticket are the various apps to install, listed as Service Request Items. The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software.But I cannot get the automation right. If I do one Workflow with multiple conditions for the software, once it hits the first ‘yes’, it runs and that's it. It doesn’t go through the rest of the conditions.If I create multiple workflows, only one fires.Is there a way to have multiple workflows fire for one ticket? Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

joonasvContributor

asked in Automations

Freshservice Workflow Automator stops working after Orchestration automations

We have a issue using App Orchestrations with Workflow Automations, they break the Workflow Automator from continuing to other automations. The issue is that we currently have 162 Workflow Automations because we have multiple customers, which all require their own automations. Some of these automations have Orchestrations in them, for example, escalating tickets to Pagerduty for on-call agents or sending ticket information to Slack using their respective Orchestrators.The issue is that if, for example, Automation #10 out of 162 has a Slack Orchestration to send the ticket details to a Slack channel, and it it’s event and conditions are checked as True, the Slack Orchestration is initiated. This is great, so far everything works as expected, however, the following Automations will never run, meaning that 152 Automations are left out, even if they might not even trigger.Setting a timer for these doesn’t work either, as Workflow Automator goes through the list of automations one by one, i

summitventurestudioCommunity Debut

asked in Analytics, Reports & Dashboards

What are Freshdesk's analytical capabilities analyzing ticket content (i.e. anomaly detection)?

What are Freshdesk's analytical capabilities-- analyzing ticket content and anomaly detection? I’m interested in understanding if the platform offers this functionality? Is it only for certain tiered subscriptions? Are there any potential plug-ins?

notgoodwithcomputersApprentice

asked in Automations and Workflows

automation - assign ticket to agent that added a resolution

Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!

kieranbrooksApprentice

asked in How do I....?

Add Multiple groups to a ticket view filter

I’m trying to add multiple groups to a ticket view so that supervisors who manage activity across a single client with multiple support streams (different support resource) can view the tickets, and anybody working across multiple groups can see them in a single view. Looking at Freshdesk, it seems to hint that this should be possible due to the fact it says ‘Agents is groups’ - but you can’t multi select groups to add them in? Any ideas?

alan_13300Contributor

asked in Ticket & Workflow Management

How to parse JSON array

I have a workflow which makes a web request to our MDM’s API. The MDM returns back a JSON list.[ { "device_id": "11111111-4498-4a16-b495-dd6ced251606", "device_name": "C01234567890-user1", "model": "MacBook Pro (16-inch, 2019)", "serial_number": "C01234567890", "platform": "Mac", "os_version": "14.0", "supplemental_build_version": "23A344", "supplemental_os_version_extra": "", "last_check_in": "2023-11-07T15:03:37.309525Z", "user": { "email": "user1@nuna.com", "name": "User 1", "id": 5, "is_archived": false }, "asset_tag": "10000809", "blueprint_id": "11111111-4a1d-4d11-8cf3-53ab707b6336", "mdm_enabled": true, "agent_installed": true, "is_missing": false, "is_removed": false, "agent_version": "4.2.9 (4570)", "first_enrollment": "2021-05-21 16:36:45.787997+00:00", "last_enrollment": "2023-10-30 03:46:59.102587+00:00", "blueprint_name": "IT - Sonoma", "lost_mode_status": "" }, { "device_id": "1111

alteserienApprentice

asked in How do I....?

Can I send a customer satisfaction survey with delay after solving a ticket?

Hi Community,we just switched to Freshdesk and are setting up everything to our demands. When it comes to a customer satisfaction survey (CSAT) after resolving a ticket: is there a smart way to send out the e-mail with with the survey with a short delay of 24-48 hours and not instantly?I have seen the 2 different options “resolved” and “closed”. But we close a lot of tickets (even if they are not resolved), therefore “resolved” would be the preferred option. In oour tests, a customer would receive 2 mails at the same time. one with the solution and one with the “closed notification and survey”. this might confuse some of our customers.But I am sure, ou guys already figured out some great workarounds?Thanks a lot!

DrunenCommunity Debut

asked in Analytics, Reports & Dashboards

How to include Underlying data in report

Hi there,I am trying to create a report that filters all tickets from the previous month for a specific customer. I have figured out to filter my last month, that’s not the issue. I would like to include a list of all tickets that have been created but cannot figure out how to show this list. The closest I have been able to find it is by choosing the “Total Tickets grouped by priority” and then clicking the “Underlying data” which shows me the list of tickets that this widget is being created from.How can I include this data in my report so I can send it to my customer at the end of the month?

KevBrigApprentice

asked in Portals, Emails & Other Channels

Implementing ReverseProxy for portal gives out endless 403s

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

teddy_yewApprentice

asked in Apps and Marketplace Integrations

Issue with Freshdesk and Freshsales Integration

The freshdesk and freshsales integration has a major limitation. Due to shared agent roles permission, the freshsales agents has no public note permission and therefore reply via email (outlook/gmail) will not be captured in Freshdesk ticket. Imagine the following situation:1. The FS Agent received a complaint via email from a customer.2. FS Agent added the support email in his reply via Outlook (TO/CC field).3. A ticket is created in FD.4 After a while, let's say the FS Agent want to follow up on this OR the FS agent wants to provide more information to support, such as Company Name, Account Name etc. He replied to the email in Outlook5. The responses from 4 are NEVER CAPTURED in Freshdesk. This create a big issue because FD agent will not be able to see the replies. It will be inefficient for everyone who trying to help the customer. I raised a support ticket a month ago and there is no solution for this. The FW support has enabled flag to make responses (via email) as a private n

alecordeiroApprentice

asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

JuankiApprentice

asked in Apps and Marketplace Integrations

impossible to add facebook and instagram channel

Hii can’t add meta channels. Error adding channel it sounds as revoked permissions someone of my old team did on Facebook :(could you help me?

BHackettApprentice

asked in Portals, Emails & Other Channels

adhoc Scheduling tickets

Does anyone have a way to schedule tickets for a specific date. We have requests come in to update certain things on a specific date but at the moment we are having to track these outside of freshdesk. The agents are the ones making the updates but we don’t want to have to leave the tickets open and manually search through them.

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