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122 Posts

LighthouseApprentice

asked in Automations and Workflows

Setting up approval process (Hierarchy) for tickets reguesting an email or device

We are wanting to add a approval process to our tickets.how do we add the users managers to be able to approve any request?

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?

LanttuApprentice

asked in Automations

Event based workflow based on Approval change from any/required to Approved

Hi,Hopefully there is a simple solution for this, which I just cannot see anymore. I have been building a pair of workflows to process our Service Requests automatically, but it seems that events with Approval change trigger doesn’t get triggered at all. I have tried different methods and checked that there is only one workflow which is watching this Approval change as trigger. I’ve also created a test workflow with only two steps (below) but this didn’t help either.I have tried to remove every other change and action after the Approval Request has been made as I found some information about the bug in this trigger, but that didn’t solve my issue.This should trigger if the Approval Status is changed from Requested to Approved: But I can see from the Request Activities that even this simple thing doesn’t trigger as that Note should have been added into the request ticket. (I manually closed the request as it was a test) This is how approval change is requested on the Approval workflow:

assetmanager31Apprentice

asked in Assets

Asset Inventory Categories

Is there a way to change the following categorizations Hardware > Computer > Laptops from editable for all 3 to just Laptops being the only editable option?Currently there are a plethora of Hardware and Computer entries that the agents or tools can edit/add details to.Having Hardware & Computer as read only makes a lot more sense.That way only data at the actual device level will be available for editing and the upper categorizations cannot be influenced directly.Looking into this so that NIST & CISv8 safeguards can be met and the inventory can be maintained more tightly.

erikstrContributor

asked in Automations

Running multiple workflows at once

First of all, I did take a look at the following thread but I think what I want to do, or better try to achieve, is something different.I’ve got an approval matrix for purchase orders which is triggered by the event “Service request is raised” and only runs on these tickets. This workflow works perfectly fine.Now I got the requirement that we need a “priority matrix” for these service requests. Easy said, easy done. Well, no. For the second workflow I used the exact trigger following by the exact same condition (Service request is raised and Ticket Fields.Included Items includes any Purchase Order) but it won’t run.I even created a scheduled workflow with the exact conditions and it, indeed, does run daily at 1am.Does anyone have a clue why the second workflow doesn’t start when raising a corresponding service request? P.S.: I can’t consolidate the two workflows into one because, sadly, non-linear workflow aren’t a thing (yet?)

VanderdeckenContributor

asked in Automations

Alarm workflow automation page only showing a spinning wheel

I know alarm workflows are working because my customer has it working just fine.But when I try to do an Alarm workflow on my instance all I get is a spinning wheel and I am unable to create alarm workflows.-Race V.

supereight_chApprentice

asked in Ticketing & Agent Productivity

We are sorry. You have been restricted from accessing this helpdesk page.

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page.https://proginelectricite.freshdesk.com/Can you please help fix it ?Best,Flo

GraemeWApprentice

asked in Automations

Freshservice Automation Flow to filter a specific word in Resolution Notes

Agents have a habit of using one word Resolution Notes - such as “Resolved” or “Done”I want to be able to create a flow that will tag these (or eventually send back to the agent to correct).However the “Resolution Notes” option does not allow this - it can search for “contains xyz” but doesn’t seem to have the option to search for “only xyz”.Any ideas please.

tony.morganContributor

asked in Apps and Marketplace Integrations

Any posibility to Auto Merge Duplicate Tickets

WE have an issue were tickets are sent to 2 separate emails that open tickets for say Accidents and Fleets that are directed at 2 different groups but go to the same ticket group. When they come into the ticket system it 2 separate tickets. Is there a way for Freshdesk to see that they are the same and auto merge them?

MatthewTApprentice

asked in Contacts & Companies

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email.

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email. Is this possible. I do not care if the users can login, I just want to open tickets for them. I need their emails verified but they always end up in SPAM so I have to phone them anyway. Whats the point of software if I have to phone them anyway?

corey.holdenCommunity Debut

asked in Automations

I'm struggling getting automations with powershell,- not running, no errors?

I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now:When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding serverI’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powershel

chris.adamsContributor

asked in Automations and Workflows

Group-specific Requestor notifications in freshdes

We have 2 different departments using freshdesk. We do this by making them 2 different groups, each with a different email address to create the tickets. Staff in each group only see their own, and a few staff who are in both see both, it is super handy and we love it!Unfortunately, we can only set one requestor notification for our account.Is the recommendation to simply use Automations and make one that gets triggered when one group gets an email, and make a different one when another group gets an email?

assetmanager31Apprentice

asked in Assets

Trash Keeps Returning

I set Asset Status = Retired, clicked Delete Forever on the entire list so the transaction would be in bulk - had about 3000 records to delete.Then clicked Clear Trash.Worked correctly until about a week later the exact same devices that were deleted returned to the trash.I followed the same procedure and they have returned a 3rd time.Anybody understand why this is happening?

assetmanager31Apprentice

asked in Assets

Bulk Retrieval of the Activity Log for a Device

I have a large set of devices that had the Status changed from In Stock to In Use by Device42 back in December 2024.The workaround to prevent this from happening was to keep the Service Level in Device42 = QA.That way the workflow wouldn’t copy that information over to Freshservice.It worked for most of 2024, but last December, something on the Device42 side changed, and all devices in D42 regardless of the Service Level had their data copied over to Freshservice.This is problematic because freshservice doesn’t sync back to Device42, which is why we stopped the sync in the first place, and now we have many records that are have the incorrect Asset Status.Wondering if anybody has a method of recovering the Asset Status using the Activity Log for each device, but as a bulk report, not individual items.Moving forward we’ll be re-defining policy, process & procedure, but first I need to restore this data to the correct state

scott.hardwickContributor

asked in Project and Workload

Projects and Project Tasks via Phone App

Does anyone know if FreshService has any plans to enable working with Projects through their iOS app?I have historically been a Trello user and the ability to work with my Projects (Boards in Trello) and to move tasks between columns (Lists in Trello) via the phone app is of importance to me.Also having ShareSheet capabilities on iOS to submit an item to a board or list like Trello would be key as well, though I could live without it if I had the first item.Thanks for any info!

AsfandyarakramApprentice

asked in Getting Started

Customizing Fonts

Hi, I’m trying to adjust my browser settings by following the steps to customize fonts. Can anyone help me with this process? Also, for those working in healthcare, do you think integrating home nursing services into a platform like this could improve user experience for patients receiving care remotely?

HealthoneApprentice

asked in Getting Started

Getting Started with Freshworks

Hi! I’m new to the Freshworks community and excited to get started. Can anyone share their best tips for setting up and maximizing the platform? Also, I’m curious if anyone has experience integrating healthcare services like HealthOne’s fastest doctor home visit feature with Freshworks for better customer support and service management. Thanks in advance!

rzerbatoApprentice

asked in Products and Documents

Zoominfo Enrich Connection Not Working

Our mutual client, the Sitkins Group, has been having trouble setting up the Zoominfo API connection. Everything appears to be working on the Zoominfo side, but they try to run an Enrich job and the job just spins and doesn’t do anything. We’ve done what we can to troubleshoot and are now reaching out to Freshworks for further support, as we have no visibility into the Zoominfo app that Freshworks built and are not sure what’s causing the job to spin without ever completing.

ne2toApprentice

asked in Sao Paulo Community

Freshservice > Como associar tickets a problemas via automatizador de fluxo de trabalho?

Olá a todos! Esse é meu primeiro post por aqui mas pretendo ser bastante e apoiar a todos também em suas questões sobre o Freshservice! Estou com uma dúvida e gostaria de saber se alguém aqui já passou por isso e conseguiu encontrar uma solução. Temos um campo de formulário de tickets que vale apenas para incidentes e não sentido para requisições. Tentamos criar uma regra de negócio para ocultar esse campo quando a condição for ‘Ticket > Tipo’ = ‘Requisição de Serviço’ mas não o campo ‘tipo’ não aparece entre as opções de campos de ticket.Curiosamente, no automatizador de fluxo de trabalho, é possível selecionar este campo sem dificuldades: Será que há alguma alternativa para isso? Caso negativo, fica uma boa sugestão para a Freshworks! Abraços a todos!

EagerDevApprentice

asked in Analytics

Tickets Reporting

I would like a way to see all tickets closed by an agent in the last 180 days.

BECOME1Apprentice

asked in Freshdesk – Berlin User Network

VAT invalid when we want to pay!

Hi, we want to pay for the growth plan, but our VAT is shown as “invalid”, why? It is registered and correct number! Help please

simonjh88Top Contributor

asked in Ticketing & Agent Productivity

When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

MikeyApprentice

asked in Ticket & Workflow Management

Restict Workspace options

Hi AllDoes anyone know is it possible to restrict which workspaces that agents can move tickets to, when doing a bulk update.I am able to restrict which workspaces the agents can send to from within the ticket, by using a business rule, but does not seem to work for bulk updates.

jessica.hyncikContributor

asked in Analytics

Report on tickets closed by the requester

I’d like to understand the recent trend of % of tickets closed by the requester. I know I can use this action in automation rules, but I have been unable to find the metric in the reporting engine.

raymondcanilaoSkilled Expert

asked in Assets

Software Inventory

Hi Everyone,I was wondering how we manage software versions. For example, I created an SR linked to the software, but that software has multiple versions or keeps on updating. The goal is to have a list of all approved installations/users for each application, regardless of version.For example, I have TeamViewer with multiple versions; can these be combined? or to have a consolidated list of installed users/assets?

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