Unanswered questions

How can you efficiently remove duplicate elements from a list in Python while preserving the original order?

Hi I made an Google Script app(Used this template) to create help desk ticket but when I run my app its getting error 410 “Deprecated API” api POST a create ticket are getting error 410 "Deprecated API"

A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs shows number like 58453000 which does not make any sense. Foe the same ticket the actual data is Created Date - Dec 6, 2021 9:45 AMClosed Date - Dec 10, 2021 7:36 AM Time taken - 16hrs 14mins However in the report the Resolution Time in Bhrs is 58453000. This field shows similar big number for all tickets.

I am hoping to have a workflow, kick off another workflow (or a few). Right now, I have been trying to add a tag, then the second workflow sees the update and then checks for the tag. The problem is “System” changes aren’t registering as an official update. Are there better ways to link workflows together? Workflow A: Send for approval, after approval adds tag “Provision”Workflow B: Watches for update, if update made AND tag “Provision” exist, then provision access. This allows for less congestion, and I could change the tags to send it Workflow A’s result to different workflows.

I’m looking to auto-create requestors, most likely using the WorkFlow Automator. We have all the information already within the Employee On-Boarding ticket. I feel it should be simple to go from the Employee On-Boarding to auto-create a new requestor. Maybe it’s already a built-in function that I’ve simply missed. Any assistance would be greatly appreciated. Within my own attempts, I’ve tried doing the Web Request option. But I keep getting “Invalid Host”. Not sure what I’m doing wrong there but I don’t want to keep barking up that tree if it’s the wrong path for me go down.

I want to use Freddy AI, but i don’t know if he provides responses to WhatsApp conversations.

I created an analytics report and scheduled it to go out on Monday mornings to a small group of agents. The report is not getting emailed. Is there log file I can check or something within FreshService I can check to see why the report was not emailed out. I can open the report in FS and choose “Export to Email” and that works, and I receive the report.

You can easily do that using android multitool. It allows you to decompile, sign and recompile apk. If you want to see source code, then you should use dex-to-jar converter and convert your app to jar file. APK Sync

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing. Any help will be appreciated. Thanks

Has anyone been able to trigger the onboarding process (create a parent ticket in the onboarding module, instead of hiring manager completing initial portal request) by having an email in to Freshservice. We currently have an email from our HR platform that sends an email when there's a new starter and i want this to trigger the request and for Freshservice to then create the next email out to the reporting manager to complete his sections on the onboarding ticket via the portal. Thanks Dan

Logging incidents on the self service portal via templates In previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal.

Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields? Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off. We have a single tax rate for all purchases.

Because it’s 2025, our customers and hundreds of millions of other businesses’ customers now expect to text and call a business at their same phone number. How do we configure Freshchat SMS and Freshcaller to share one phone number? It’s just not reasonable in modern age to tell one of our customers to text us at a different phone number than the phone number they used to call us Thank you,

When first configuring the Teams app integration, it let me select a team and channel but never let me configure the channel notifications. I removed the integration, team and channel. I then added the integration back, created a new team and channel and get the same error I was getting before when I couldn’t configure the channel notifications. Attached is the error message I recieve. I’ve been trying to get this working for a couple weeks now with the same errors. I’ve tried it on multiple PCs, different browsers and all from different locations. Any information would be greatly appreciated.

I'm trying to get my asset management in order and something my company (Nucor) as a whole could benefit from possibly as a workflow or having a toggle to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain. Does anyone know of a resource or agent we could utilize to use the JSON and Web request in workflow if that would be a possible resolution. I believe if we can just transfer the info we need from the asset to the user we could avoid even using the probe. I hope i was able to explain that well enough if anyone has any possible solutions i am all ears!

So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID For Each (Associate Asset) { IF Associate Asset includes desktop Email Desktop

Using Freshservice Pro Plan. We have a nice chart showing each hour of the day and how many tickets were created at each time. But how can we create a report that simply shows tickets created outside our service hours? Yes, we manually add them up from the chart referenced above, but we want a separate report that does this math for us. For example, all tickets created M-F, before 06:00 and after 19:00 and at any hour on the weekends?

How do I stop the video that I have embedded from autoplaying in the KB? It seems when I pasted embed code, it edits it out. Starts like this: <iframe src="sampleurl" width="560" height="315" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe> After saving, looks like this: <iframe src="sampleurl" width="560" height="315" allowfullscreen=""></iframe>

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

To reduce administration time, it would be very useful if we could automate assigning an asset to a location via a ticket. We would need to be able to use a workflow or other automated function to assign the asset into a specific room location in Fresh. Fresh have suggested creating a requester for each location, but having multiple sites with infrastructure equipment in it, it’s not practical. Does anyone have any solution to this?

Bonjour suite à un export Excel, il manque les dernières 665 lignes d'analyse d’un fichier de 3900 lignes sur FRESHWORKS

Looking to get some advice. I connected Salesforce Connector to our Freshdesk. My goal is our Support reps take their Freshdesk ticket and create a Lead in Salesforce. I go to the ticket, I click on the Salesforce Connector and click on Create Lead. The Lead Form that pops up consists of every (over 100) field that are in our Salesforce. And I would have to scroll through all of them and fill out the needed ones and create the lead. All I really need are a few fields that are required for a Lead to be submitted. When I go to the Salesforce Connector App, I see under Widget Settings, under Lead fields, I just have Full Name, Email, and Company. But still when actually using the app, the Lead Form that comes up is essentially unusable due to how many fields it displays. How can I configure the Lead Form in Freshdesk to only display fields that I need?

I have multiple ticket forms two of which are used for Feature Requests and System Bugs. We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal. That way it is always up to date. This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date. I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items. Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times. FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them” This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design. So I am looking for a way around this or a way to set up my own auto-ass

I work in parallel in 2 different projects and virtual systems with the ticket system and have the problem of not being able to distinguish acoustically where a ticket has just been set - because the sound is identical in each of the environments - and also cannot be changed or customized. Are there plans to expand the settings to offer a selection of notification sounds so that a difference can be made in parallel systems? Thanks in advance for any feedback