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51 Topics

Patrick GSkilled Expert

Web request - API - create a ticket

Hi, Anyone could help me out on this please? New user, first time working with Web Request… been through documentation and this community for hours… just can’t find the bug 🤔Just trying to simply create a basic ticket from Web Request.Many thanks in advance!

6 hours ago

pavelobApprentice

asked in Automations

workflow automator change status if agent forward response to ticket ot externall email address

Hi,I'm solving issue to run workflow if agent forwards ticket to extenal contact. The goal is to change status to defined custom status. Can you explain to me how can I do it? Meanwhile what I have Event=Reply or forward sent, Condition=Requested for fields.requested for email <external_address> Action if "Yes": Set status to Custom1Action if "No": Set status as custom2. But if I forward response to external contact, flow always goes to Action if "No". Thanks Pavel

6 days ago

AndyRussellSkilled Expert

asked in Automations and Workflows

reopen workflow not working for me

Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for. When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?

7 days ago

AndyRussellSkilled Expert

asked in Portal/Knowledge Base

msconfig87Skilled Expert

asked in How do I....?

How can we filter or analyse tickets with custom fields?

HelloWe have a lot of Service Requests with custom fields.How can we filter them when searching for tickets, views or create Analytics reports out of them?

1 month ago

RazorSkilled Expert

asked in Ticketing & Agent Productivity

Stopping Agents from Resolving system Closed tickets

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

1 month ago

MacMurdoContributor

asked in Automations and Workflows

Placeholders - Custom Fields

Hi, my custom fields are not appearing in the placeholders pop up under Ticket Fields.i am creating an automation which adds a Task to a ticket and I need to reference fields from the ticket to add to the notes in the Task.Thanks

1 month ago

kenrisdonTop Contributor

asked in Ticket & Workflow Management

Approval emails

Hi, we’re trying to automate our onboarding process using the Onboarding module. We need to send approval requests to team members other than the Dept Head and Reporting Manager. I’m trying to create a workflow automation that will send out the approval emails but have run into this problemHas anyone found a work around to this problem? I’ve tried creating custom objects and reading them in the workflow automation but I’m not able to get the objects into the “To” field when setting up the approval email. Any guidance is greatly appreciated.

1 month ago

LucasHanssonSkilled Expert

asked in Automations

Multichoice dependant approval

Hello, I have abit of an issue that maybe someone could help me out with!The scenario is i have a multi dropdown field where i have different roles that the requester can choose. ExampleRoles:Reports ReaderSecurity OperatorSecurity ReaderAdministrator These different roles require different types of approvals from 3 different positionsRole Approval 1 Approval 2 Approval 3 Reports reader No No No Security Operator Yes No No Security Reader No Yes No Administrator Yes Yes Yes Now, this works perfectly when only 1 roles is chosen. However the issue im experiencing is when a requester chooses for example Role Security Operator & Security Reader because i want this to trigger the approval for both.I believe the issue might have to do with the filter when using the lookupBecause it cant use contain and only is. So when multiple roles are select the Roles doesn’t match the custom object anymore. Has anyone any idea how could solve this in any other way

1 month ago

manovadesSkilled Expert

asked in How do I....?

Agent ID

Hello :)I know that Agent ID from the Freshervice UI is a virtual one, and If I want to use API for getting a given Agent by ID, I need to know the ID. How can I get the real one? Thanks

2 months ago

BartVBSkilled Expert

asked in How do I....?

convert agents after not loggin in for a period of time

Just a question, has anyone found a way to convert agents if they have not logged in for a time period, atm i have over 260 agents and im manualy checking them every month, would be nicer if i can automate it so it will convert them after like 6 months of not loggin in.

2 months ago

manovadesSkilled Expert

asked in How do I....?

Service Items

Is there a way, I can copy Service item, and replicate it?Want to use the same template with different data, thanks :) I saw how it works, thanks anyway!

3 months ago

manovadesSkilled Expert

asked in How do I....?

Emails are not sending

We use the defaults freshervice mail server, and the mails are not sending, neither the default nor the ones from workflows. Even in the activity of a ticket I can see the mail was sent, but no received mail from the helpdesk.Any idea?Thanks

3 months ago

manovadesSkilled Expert

asked in How do I....?

Approval Emaila

Hi all, I have a problem that the system does not sends emails for approvals.All the setup is as here:https://support.freshservice.com/en/support/solutions/articles/50000009017 The notifications is on, and Enable Email Approval is checked.But there are still no mails.Any idea?Thanks

3 months ago

MichaelJMContributor

asked in Ticketing & Agent Productivity

Require Time Entry for ticket Resolution

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

3 months ago

RafalApprentice

asked in News and Innovations

How to check who closed a ticket

Hello,I'm looking in the system and I can't find it. Is there any way to check the timline for a specific ticket, who closed it, who assigned it and all other information? Do you need to have administrator rights?

4 months ago

papalbullContributor

asked in How do I....?

Emails being marked read

All emails are being marked read in gmail after about a one second delay. I’m assuming freshdesk is checking it and doing this. Anyone know how to change this ?

5 months ago

manovadesSkilled Expert

asked in Ticket & Workflow Management

Workflow condition "To email is"

Hello,How can I check if ticket “To Emails” is abv.Gmail.com inside a workflow? It appears that the mail should be added somewhere in the FreshService, otherwise it appears that the mail is not found and the workflow cannot be triggered?Thanks

5 months ago

shannon.mejiaSkilled Expert

asked in Automations

Supervisor Rule - Adding Tag to trigger

I noticed in a lot of supervisor rule posts it says to add a Tag to mark the supervisor rule did the thing. I wanted to use that to prevent the rule from running again, but I do not see an option for a conditional being about tags. So how do you prevent a rule from running again on the same ticket?

6 months ago

zaamsk07Contributor

asked in Automations and Workflows

Automation not working

Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success.

6 months ago

Tony GambinoSkilled Expert

asked in Employee Onboarding

Date format in onboarding ticket titles

Hi everyone. My IT Department used to use custom Service Catalog items for Onboarding. I recently switched to the Onboarding module and have noticed an incongruence. My company is international, so we use the world DD-MM-YYYY date format on our service desk. Each office creates it’s own service requests. I create them for one of our USA office. In the past, the DATE object, when inserted as a Placeholder into a ticket title would insert it in MM-DD-YY format. My Onboarding tickets do not do this, they are formatting DD-MM-YYYY (the person below starts tomorrow, I watched the HR person pick the date and know it was done correctly). Does anyone know a way to chage this on a per-form basis? I woudl like the dates to format correctly for my USA users without forcing all my international users to use our dumb USA date format*. Thank you *the international dd-mm-yyyy format is superior, for the record. But I can’t change the whole country, so I ahve to live with it.

6 months ago

RafaelRibeiroContributor

asked in Ticketing & Agent Productivity

Change default request approval description

Hello,It is possible to change this default approval description?

6 months ago

moe72Contributor

asked in Automations and Workflows

Extract number from string

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this.substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0))

7 months ago

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