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Ticket Fields -> Dropdown Customization

Hi, I am wanting to add a dropdown list, i.e., Client, Broker, Internal. When this field is selected upon generating a ticket, when selecting Client, I would like to mandate the person to enter in the Client Name and Client # (number). When they select the Broker option, I want to mandate the person to enter in the Broker ID and Broker name. How would I be able to accomplish this?

asked in Ticketing & Agent Productivity

BretMCApprentice

iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has. When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there? Thanks in advance!

391

kong-jhartmannSkilled Expert

Liquid filter if statement in Slack app action

Greetings all, I am building a workflow to add field values selected in a service item into a Slack app orchestration. I have a series of checkboxes that the requester can check. I want to perform a liquid filter if statement to post a specific message if the box is checked. {% if ticket.ri_179_cf_salesforce == "Yes" %}Salesforce: :white_check_mark:{% endif %} Unfortunately, when I do this, the field is no longer testable via the Test input params as it isn’t recognized. Are if statements supported in workflows and app actions specifically?

DVTgApprentice

How to get CRM Messaging conversations via API (Growth Plan)?

Hello Community, I'm trying to retrieve conversations/messages via the API that we manage through the integrated messaging feature within Freshworks CRM (Freshsales Suite). We are currently on the Growth plan. I've noticed that when I access one of these conversations in the user interface, the URL structure looks like this:https://[your_domain].myfreshworks.com/crm/messaging/a/[some_ID]/inbox/0/0/conversation/[conversation_ID] Initially, I tried using the Freshchat API V2 documentation and endpoints (e.g., /v2/conversations), thinking it was the correct API, but it didn't work (I only received HTML responses, not JSON). Later, I found an API Key in my account settings section under the title "CRM API details", which makes me think I need to use the specific CRM (Freshsales) API. I've located the general documentation for this API here: https://developers.freshworks.com/crm/api/ My questions are: Given that my conversations are under the /crm/messaging/ path in the URL, does this confi

mwieseApprentice

Onboarding without child ticket

I don’t need child tickets since we are small and IT does all the tasks, but when HR selects 7+ service items from the build kit only the first service item comes through on the ticket, but if I had a child ticket the rest of the service items come through. Issue is now I have to close two tickets when it could have been one. Anyone have any workflow automator’s to workaround this issue?

Updates to managed assets.

elobatoSkilled Expert

posted in Assets

Hi team! I am guessing this will be a topic of conversation and maybe I am not the first to write about it, but: Updates to Managed Assets Coverage for Existing Freshservice Customers : Freshservice How, when and why? Seems like the information was just released for the first time (I could be wrong and totally missed it) but I would like to open a thread regarding this. I honestly think this is a bad move from Freshworks when it comes to us manually uploading and updating our assets. What are the prices going to be like? What options do we have? When will this be implemented? Please feel free to share your thoughts and join in on the conversation!

146939

PhilippLutzApprentice

Automatically merge EMails to already existing Tickets

Hi,I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.The emails are sent from the same address (max.mustermann@contoso.com) and the subject line always includes the ticket ID of the already existing service request.When the external service provider replies to this email address, a new ticket is created. My question is:Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

335

Custom fields in TASKS not available in Analytics

David ErnstTop Contributor

asked in Analytics

We have created several custom fields in TASKs for Tickets and Changes that do not appear in ANALYTICS to select for reports. Some of these fields are dropdown, text and paragraph, however none are visible to choose in the Analytics report column choices. Are there restrictions to the number of custom fields that can be available or the type of field that will appear as a choice? I have changed some from single line text to dropdown and Paragraph to single line text and they still do not appear, however other fields I have created do show as selections.

411

9 hours ago

Dev1Contributor

Can you trigger a Workflow when a user is created?

Brief summary of the ask: We have new users who login through an email link, at which time their FreshService account is created Because we want to control visibility of Service Catalog items of these new users... We need to be able to automatically assign these new users to a Requester Group based on custom criteria Is there a way to trigger a Workflow on Created User event? Is there another clever workaround to this? Thank you!!

223

12 hours ago

Pozole1300Apprentice

asked in API and Webhooks

connection problems

173

12 minutes ago

Christos.SpiropoulosApprentice

Ticket Fields -> Dropdown Customization

asked in Ticketing & Agent Productivity

BretMCApprentice

iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

391

kong-jhartmannSkilled Expert

Liquid filter if statement in Slack app action

DVTgApprentice

How to get CRM Messaging conversations via API (Growth Plan)?

mwieseApprentice

Onboarding without child ticket

PhilippLutzApprentice

Automatically merge EMails to already existing Tickets

335

Custom fields in TASKS not available in Analytics

David ErnstTop Contributor

asked in Analytics

411

9 hours ago

Dev1Contributor