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Unanswered questions

111 Posts

muyiwaikotunApprentice

asked in Knowledge Base

Create multiple freshdesk sandbox account

Hello, My company has a paid freshdesk account. We already have one sandbox account for QA environment. We want to create another sandbox acount for the Test environment. Please, how do we get this done?

BLaRue1443Apprentice

asked in Apps and Marketplace Integrations

Seeking Advice on Freshdesk Integration Best Practices

Seeking Advice on Freshdesk Integration Best PracticesOur team is currently using an individual's API key to integrate Freshdesk with our company website. While this works, we are exploring better or more secure alternatives.One suggestion was to purchase a separate Freshdesk license solely for integration purposes, which would provide its own API key dedicated to this functionality. However, we want to know if anyone here has experience with other approaches or recommendations for managing integrations securely and efficiently.We’d appreciate any insights or suggestions based on your experience. Thank you!

Stefan58Apprentice

asked in How do I....?

How to change the username for login

How can I change mz username for login

shimiTop Contributor

asked in Knowledge Base

Solution Page customisation

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

mymukApprentice

asked in Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

AutomatedDuckApprentice

asked in Automations

HTML with Custom Objects

When I import a CSV and map the fields, it imports correctly, but one of the fields has HTML tags in it to be used by a workflow. The HTML is stripped out after the import is finished. Is there a different way to format my CSV to preserve the HTML formatting as literal text? Should I URL encode the text and then run a liquid filter in the Expression Builder node?

EdKTop Contributor

asked in Automations

Online PowerShell?

Does anyone know of an ability to run PowerShell scripts on Exchange or AAD Online? I’ve got some scripts I want to run for our offboarding process but not sure how that would work to pass credentials. If anyone has gotten this to work and has a code example, it would be most helpful. Thank You

kenneth.dailyApprentice

asked in Automations

Web Request Node Inserting Double Quotes

I am using a web request node in workflow automator to pass a string from a requester record into a GET endpoint URL to get Location info. When the workflow automation runs, it inserts double quotes around my string value, which returns no results because the Locations don’t have double quotes in their names. I have tried a bunch of different liquid filters to try and remove the double quotes, but nothing seems to work.Here is the Endpoint URL I am trying to use: https://marquette-sandbox.freshservice.com/api/v2/locations?query="name:'{{P1.root.requesters.requesters_object.address | remove: "[" | remove: "]"}}'"But here is the URL it tries to run, taken from the execution log: https://marquette-sandbox.freshservice.com/api/v2/locations?query=%22name:'%22313%20N.%2013th%20Street,%20101%22'%22The %22 is HTML code for double quotes. Based on the Endpoint URL in my web request node, the %22 should not be present before the 313 and after the 101. Does anyone know why these double quotes are

mschallmoApprentice

asked in Employee Onboarding

Offboarding Form Required Email for Deactivated Users

How are people handling the Offboarding Form, where it requires a user email, but the user is deactivated? For example, our HR department calls IT with a confidential, or urgent, user offboarding request requiring their account to be deactivated immediately. We deactivate the user in AD, which then deactivates the user in Freshservice through AD integration.Because the user is now deactivated in Freshservice, when HR goes to submit the official Offboarding request, they are unable to enter the user’s email in the required field on the Offboarding form because the user is deactivted.

MichaelS24Skilled Expert

asked in Automations

Why aren’t there business rule options for Problem Records?

As per title.Why have a field manager that has no option for additional dynamic configuration.

anusrivasApprentice

asked in Apps and Marketplace Integrations

Include Requester Details in Custom Ticket Views API

Please include the requester details in below endpoint:: /api/v2/search/tickets?query=[query]

andrersCommunity Debut

asked in Portals, Emails & Other Channels

Create Ticket Problem - Portal

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

KrishmanoApprentice

asked in Automations

[Bug Report] Alerts API

With the recently introduced Alerts API, I was playing around to get some historic data but noticed that the integration_name is missing. Also seems like in their documentation the integration_name was missed when pulling a single alert in the example response too but in my case grabing a list of alerts also has the field missing. Integration_ID is there but I believe there’s no method of finding the name via the ID ATM.Anyone else facing similar issue?

azulakjApprentice

asked in Assets

FreshService API and advanced filters

Hello,Since there are some limits to the number of assets records you can retrieve while filtering with the API, does anybody knows if there is a way to make call that would return a list of assets whose names would be like XXX-AAA-% ? (%=any value)So far i can see that you can filter or search using exact matching value.Maybe this would be a good improvement idea to the API in the future ?

MichaelJMContributor

asked in Assets

Asset Updates via API

We have thin client computers in our environment utilizing a Linux-based operating system called iGel. Because these clients are not using Windows, it doesn’t seem like there is a way to install the Freshservice Probe on iGel. iGel has an api we can use to export certain things, but wondering if there is a way to import assets/asset data via API. Has anyone worked through a situation like this and how are you accomplishing this?

RobCrossHMSkilled Expert

asked in Contacts & Companies

Bulk Delete Contacts

We have thousands of contacts setup who have never created a ticket with us. In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

heluSkilled Expert

asked in Automations

Automator: Group is updated - Change ticket status?

Hi,I’ll like to change tickets to open if they are moved from one group to another - But how? It’s straight forward with the Workspace, since I can select that as an event, but I can’t do the same with groups. Anyone have an idea to make an automation for the group change also? /Henrik Lund

McLTop Contributor

asked in Automations and Workflows

webhook and thread w/in one automation

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk.

msheridanApprentice

asked in Automations and Workflows

Force hourly triggers to run?

Exactly what it says on the tin. Is there any way to manually run an hourly trigger, or do I have to just wait for it to meet the criteria that I set?

spelofskeApprentice

asked in IT Operations Management

Status page per company?

We are able to set up service portals per company, each with their own company specific URL but haven’t seen anything related to company specific status pages. Would be great to specify IT Operations → Services per company and have those companies services listed on their own distinct status pages. Has anyone figured out how to handle either company specific URLs (don’t think we can just reuse the same CNAME entry for each domain due to the SSL).

xXfSyMJx3jRyh8jjApprentice

asked in Portal/Knowledge Base

Can we make Solutions categories invisible to end-users?

Currently we’re using Guru to document our IT-specific processes (internal team processes not meant to be seen by end-users). I’d like to transition all of our knowledge-base and process documentation to Freshservice Solutions, but I have one minor question. I know we can set the folder visibility, but I’d like to be able to create a category called “Internal Process Documentation” with folders inside that correspond to different types of documentation. If I do that, the “Internal Process Documentation” category will be visible in the portal even though the folders within are not. If we just stick the folders inside of another category we end up mixing our internal stuff with the “General” category or something like that, and it gets messy. Is it possible now or will it ever be possible to hide categories so we don’t need to combine visible and invisible folders in the same category? Thanks!

Prasad.NContributor

asked in Assets

Why it is so complicated to Auto Assign Asset to a user?

Fresh service is failing to Auto assign Asset to users. Current Config:Probe is syncing AD users to Fresh and we have Employee ID is set to SamAccount.What is working:The SCCM laptops using Discovery Agent is working fine i.e. auto assignment is working. (last login by)What is not working:Perhaps, On the INtune or Hybrid Joined laptops are not auto assigned using “last Login by” We haven’t created any workflow as of now, if we can do this using workflow automator, that would be great. Kindly help me on this

justinklaassenApprentice

asked in Ticketing & Agent Productivity

Last Modified Date on Ticket Dashboard

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

raghavkannanApprentice

asked in AI & Bots

Thank you detector not working as expected...

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?

TokylancApprentice

asked in Contacts & Companies

Freshdesk azure integration problem

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation. But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.

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