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Workflows Automator - Service Requests - Issue

Hello everyone. I hope y’all are doing great. We are currently adapting a new way of automating our service requests approvals/assignment/prioritization etc... We are creating specialized workflow automators that handle specific tasks, rather than creating big workflows or a workflow for each SR. Kindly check this video for reference: Powerful Automations in Freshservice_Community Event (1) Issue: For some reason, this workflow is not triggering even though the event trigger and the conditions are met. Please see screenshot below: I would love if someone can help with this as it will allow our company to build up the foundation to efficient Service Requests automation. Thanks in advance

21 minutes ago

shannon.mejiaSkilled Expert

asked in Automations

JSON Line Breaks

I am trying to update the description on a ticket via API call. The description will be multiple lines though. I cannot get the JSON formatted to be multiple lines though. Also, of note, the use case is creating child tickets in Onboarding and I need the description in the newly created child ticket to be like the inherently created child tickets in the Onboarding module.

605

4 hours ago

Kamakshi VCommunity Manager

posted in Announcements and Events

[INFORM] Attention Community Members !! Updates on Category Subscription!

Hey everyone! I’m thrilled to announce that we’ve just rolled out three brand-new subcategories dedicated to all things ESM — covering Workspaces, Document Management, and Employee Workflows! 🎉 These spaces are designed to be your go-to spots for best practices, tips, insights, and everything you need as we explore the exciting world of modules. Make sure to subscribe to the topics below so you never miss out on fresh discussions and updates! Workspaces Document Management Employee Workflows And based on your feedback, we’ve also rolled out the ability to subscribe to the Events page! 🎉 Now, you can stay in the loop on all upcoming events and never miss one that could be useful. I’m excited to see these communities grow and can’t wait to engage with all of you in these new spaces.

18 hours ago

qboxApprentice

asked in Knowledge Base

Public link or secret link on private articles

is there any way to create a public link on private articles? In our use case, we have a series of tutorials on the usage and configuration of a SaaS, and we don’t want all the information to be publicly available. We know we can set everything to private so that it can only be viewed through login, but we need to have some private articles available on demand so that when our clients’ users request help, we can send them a public link where they can view the corresponding guide without login. This way, having a public viewing link for private articles or a secret link would be the perfect solution.

19 hours ago

MariamPSkilled Expert

asked in Ticket & Workflow Management

Workspaces, global form fields

I recently created a new workspace and now have the following setup primary workspace - WS1new workspace - WS2 global form fields for category I have the following options:cat1 with no subcategoriescat 2 with sub1, sub2, sub3 subcategoriescat 3 with sub4, sub5, sub6 subcategoriescat 4 with sub7, sub8, sub9 subcategories for workspace WS2 - is there a way to only display categories cat1 and cat3 when a new ticket is being created manually?for workspace WS1 - is there a way to only display categories cat2 and cat4 when a new ticket is being created manually?

973

20 hours ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 1: Stand out with a Community profileGetting Started

Hey there, welcome to the Freshworks Community! I’m Kamakshi, your designated community or forum guide to get started on the Freshworks Community . The first stop: The Community Profile. Often forgotten by many, we believe it is the best place to create a solid first impression. Please go to your profile (top right) and click on settings. Add a profile picture of your liking. Fill in the information for the remaining fields. Update your forum signature with all the relevant details. To ensure accurate identification and personalized assistance, please log in using your Business Email. And, voilà… your profile is ready! Pro tip: Don’t forget to add an avatar! It does not necessarily have to be a picture of yourself, just make sure it is appropriate. It helps in adding more credibility to your profile while conversing with other community members. If you have any problems, let me know! Up Next:

78311

21 hours ago

rawilkinsContributor

asked in Ticket & Workflow Management

List of supported Liquid Filters in Freshservice

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice. https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/ I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.

5337

22 hours ago

MaximeBTop Contributor

asked in Automations

Wiating time base on ticket description

Hi everyone, I am trying to automate the change of the Active Directory title for employees when HR sends us an email. I was able to extract the date in ISO format from the ticket description as well as several other pieces of information using this logic: {{ ticket.description | strip_html | replace: " ", " " | split: "Date du changement:" | last | strip | split: " " | first }} (This allows us to extract the date and return: “YYYY-MM-DD”) Subsequently, I added an expression builder that looks at today's date and the remaining days before the change date: diffInDays(today('America/Toronto'), '{{E3.result}}') Here, {{E3.result}} represents the date in ISO format obtained in the previous step. Then, I configured a condition specifying that if the number of days is EQUAL “0”, then continue; otherwise, the employee's title needs to be changed now, as this means the change is prior to today's date. Again, everything works without any issues. My problem arises with a change that needs to be

243

23 hours ago

MinhPhuc2kkkTop Contributor

asked in Ticketing & Agent Productivity

I realy need Sort by columns.

Hello guys.i wanna says it will be alot easy for me if i can Sort by columns like: i can soft by subjectCan someone know how to do it?please show me how to do it.

48813

1 day ago

russell_16303Contributor

asked in Ticket & Workflow Management

Tickets not sorting by Last Modified properly?

Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?

1619

1 day ago

Khalid_RagyTop Contributor

asked in Ticket & Workflow Management

Workflows Automator - Service Requests - Issue

21 minutes ago

shannon.mejiaSkilled Expert

qboxApprentice

asked in Knowledge Base

Public link or secret link on private articles

19 hours ago

MariamPSkilled Expert

asked in Ticket & Workflow Management

Workspaces, global form fields

973

20 hours ago

rawilkinsContributor

asked in Ticket & Workflow Management

List of supported Liquid Filters in Freshservice

5337

22 hours ago

MinhPhuc2kkkTop Contributor

asked in Ticketing & Agent Productivity

I realy need Sort by columns.

Hello guys.i wanna says it will be alot easy for me if i can Sort by columns like: i can soft by subjectCan someone know how to do it?please show me how to do it.

48813

1 day ago

russell_16303Contributor

asked in Ticket & Workflow Management

Tickets not sorting by Last Modified properly?

1619

1 day ago

maloktSkilled Expert

asked in Assets

Multiple Vendors and URLs on PO Request Form?

We have to route our POs through various levels of approvals (government, ugh!), and before Fresh, we would complete a PDF form that lists the items out like the “Item Details” portion on the Fresh PO form, and then we would insert URLs in the email with the PDF attached to forward it around to all the approvers. Is there a way to select multiple vendors on a single PO, and allow the orderer to add multiple URLs for as many items they are buying? Like, if they want one thing from Amazon, and 3 things from Dell, they could keep adding links for all the individual items they are ordering… Altedrnatively, is there a way to insert a clickable URL in the Item Details portion - in the description field, for instance?

585

1 day ago

UltimateApprentice

asked in How do I....?

Lost Summary information when merging tickts

Good Day Team I hope this mail finds you well. My name is Mandla from the Freedom Won support team. We have a problem with the summary information getting lost as soon as we merge tickets and would like your assistance with recovering this information on some of the tickets. Please urgently assists.

1 day ago

eeha0120Skilled Expert

asked in Ticket & Workflow Management

Ticket Column List - Assigned Date

Hi folks. Hope everybody is doing great. Is anybody else also interested in having the Assigned Date available as a selectable field in the Tickets List View? In case you are, I’ve created such idea here for you to please vote: Ticket Column List - Assigned Date | Freshworks Community Regards, Elvis.

336

1 day ago

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