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Unanswered questions

116 Posts
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert
asked in Automations
Add Related Tickets via API or Automation

Hello, I’m wondering if there’s a way to simply add a parent ticket to an existing ticket via API. I assumed it was as simple as updating a related tickets field, but I’m not seeing any information to confirm that in the Freshservice API documentation. I would prefer to just do this via the Automator but it doesn’t appear to be a feature, so I’m forced to utilize API calls. Yes, I’m aware of the Create Child Ticket option in the API, that’s not the functionality I’m looking for. Thank you

101
volcanicdove
Skilled Expert
J
Apprentice
Jack_CApprentice
asked in Automations
API Calls Are Changing My POST Body

Hey Everyone,New to Freshservice and working with the workflow automator. I have a situation where when new requesters send their first ticket request, their new user account get a value for the “Department” field, but not the custom “Company” field I added. So, I have a workflow that checks if a ticket is raised, if the “Company” field is blank, update it to match the “Department” field, and then assign it to an agent group.I can’t query for an individual agent group with the FreshService API but I can query for individual departments, so I added a custom Department field called “assigned_agent_group_id”, and populated it with the correct agent group ID. Then I added a Web Request node to my workflow that queries the department that matches {{ticket.department}} and used a JSON Parser node to get the response body. This is good, the JSON contains the agent group ID I assigned to a department (using the custom field). However, when I add another Web Request node to the workflow to upda

51
eeha0120
Skilled Expert
J
Apprentice
jo.medeirosApprentice
asked in API and Webhooks
Filtering for non-empty fields

Hello, I am trying to search for tickets where a specific field is not empty or null. How do you express the NOT operator within a filter? For example, find all tickets where a custom field is not null? I have tried the following format ?query="cf_csat:!null""

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A
Community Debut
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Apprentice
Brian RApprentice
asked in Ticket & Workflow Management
Risk Analysis for Change management

What are people doing within their Freshservice instance to be able to create a Risk “questionnaire” or have you setup anything that can help determine a “Risk” assessment/calculation for change tickets?Example:A change ticket is created/submitted and before it goes to cab there is some procedure that will ask some questions and based off of those questions, the Risk level is calculated. Also, did anyone setup a business rule that if any asset has been deemed, critical based on one of its attributes, the ticket (incident, Change ) will automatically be assigned a specific Risk level.  For change tickets this would be part of the risk assessment.

2363
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Community Debut
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Contributor
BlueBerryTartContributor
asked in Automations
Trigger workflows based on the use of a Solution article

My team have mentioned they find it weird that the articles, whilst they list analytics, don’t actually mention where articles were used in which tickets. They’re come from multiple other systems in the past where when an article is used there was clear cross linking between the objects. I can see that if you use “insert link” into the note/reply… Well thats a link sure.But there is no concise list or proper link between the objects say like an associations or relationship.Also on the KB side only the analytics update and dont show the tickets linked.Additionally if you paste the content of the KB into the response then no such link is visible. I was brain storming perhaps using a workspace with Problems as a middle man to arrange these links. Such that I’d have a problem per KB used and that KB and all tickets where it was used would be linked to this Problem object.But I am not seeing potential triggers or conditions that would help detect the use of KB’s/Solutions though? Am I missi

223
B
Contributor
T
Apprentice
tkiraneApprentice
asked in Contacts & Companies
Associating company with specific portal

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

1154
evilayesha
Community Debut
G
Apprentice
GraemeWApprentice
asked in AI & Bots
Reply to ticket option on Service Bot - missed by some users

Hi - we have an issue and wondered if others have experienced the same and are there suggested solutions.When an agent replies to a ticket it sends a notification to the Service Bot on Teams The post has a clear “Reply to ticket” button, but some users reply to the chat instead The Bot then tries to reply to the user comment, but it is totally unrelated to the ticket User gets frustrated when the Service Desk keeps asking the same question, because the user is replying (so they think) but the ticket is obviously not being updated as the user did not use “reply to ticket” Obviously this is a user education issue - but I wondered if there are any cool solution ideas. We do not want to switch off the functionality because a tiny percentage of users are confused. 

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G
Apprentice
briefly
Apprentice
brieflyApprentice
asked in Workspaces
BrieflyShort

BrieflyShort provides concise and engaging content for quick insights. The pricing for its services or products is competitive, catering to various needs. Delivery is prompt and efficient, ensuring timely access. For the latest price and delivery details, visit BrieflyShort.com.  

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briefly
Apprentice
E
Apprentice
EmnaMaya453Apprentice
asked in Freshworks User Network San Diego
Issue with Magis TV APK Installation or Streaming?

I recently installed Magis TV APK to stream live channels, but I’m facing some issues. The app either crashes, buffers a lot, or fails to load certain channels. I’ve tried clearing cache and reinstalling, but the problem persists. Has anyone else experienced this? Any solutions to fix streaming issues or improve app performance?

4494
johnalish12
Community Debut
Leighanne
Contributor
LeighanneContributor
asked in Automations
Cloning Ticket Through WorkFlow Automation

Hello FS Community!Has anyone had any luck cloning a ticket through workflow automation? I will say, coding is NOT my strength, but it seems like cloning is a possibility in FreshDesk, but when I apply the same/similar parameters in Fresh Service, I’m unsuccessful.I currently use tasks in select ticket automations, but since we track ticket counts, completing tasks is not exactly a fair way to see what users are doing. Alternatively, in our reports, when I look at who is completing tasks, it only will show the agent that closed that ticket, not those that completed the tasks under the tickets.Help/suggestions?-Leighanne

443
OG Bobby Johnson
Community Debut
J
Apprentice
jleechpeApprentice
asked in Automations
Timeout on Powershell Orchestrator Run?

Is there a timeout for the Orchestrator to accept return values from the Powershell App?I’m trying to automate looking for unique UPNs across multiple AAD tenants (to simplify future migration) and collecting all the active users takes several seconds.  When I try running the exact same command using Invoke-Command I get a response back in 25-30 seconds typically but the Workflow Automator never gets anythingTesting using a simple sleep+date command shows that 15 seconds usually works, 20 seconds only returns on rare occasions and 25 seconds never works.Sleep -seconds 20Get-DateAm I missing something, or is this a limitation where it won’t collect the return value/status when the call takes longer. I’ve been able to validate that the actual process completes on the remote machine through start/stop-transcript, so it isn’t a failure to run, simply to return the information to Fresh.

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Community Debut
Hoveys
Contributor
HoveysContributor
asked in Automations
Is it possible to relate tickets using the API in Freshservice?

I’m trying to find a way to create a new ticket and have it get added as a child ticket to an existing ticket.  I know i can GET the parent\child data from the API, but cannot figure out how to add it using a PUT or POST command.  Is there a way to do this?

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Hoveys
Contributor
S
Contributor
sheagordonContributor
asked in Assets
Editing Service Request after Rejection

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it.  On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request?  I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert. 

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F
Community Debut
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Anonymous
asked in Automations
Thoughts on This New Disposable Pod?

Hey everyone, I came across a new disposable pod device and was wondering if anyone here has tried it. It’s a 600-puff model with 20mg nicotine strength and seems to be an upgraded version of an existing one. How does the flavor compare to previous versions? Is the vapor production decent, and does the battery last through the advertised puffs? Also, any noticeable differences in throat hit or overall experience? Would love to hear your thoughts before picking one up.

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B
Community Debut
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Apprentice
lsommerApprentice
asked in Automations
Time and Date Custom Fields and time functions (diffinhours)

I’ve got a service request that takes in a date and time field, then using an expression in a workflow, diffinhour(now(timezone), *Custom field from service request*), I determine if that time is in the future or the past.  Testing the expression in the workflow editor worked great, but once I submitted a ticket, it failed with an invalid operand. It appears that the custom date and time field does not report in the correct format for the functions in expression builder? Has anybody experienced something similar? Is there a known workaround? 

353
Daniel Söderlund
Skilled Expert
Haru
Apprentice
HaruApprentice
asked in Analytics, Reports & Dashboards
Freshdesk doesn't load

We have a team in Philippines and some of them have been experiencing Freshdesk stops loading for quite some time. 2 agents who experience this issue often are located in Davao Region, Mindanao. Our head office is located in Australia and our call centre is in overseas, but the rest of us barely never have this issue. Is there a known issue in the country or region? This has been disturbing our operation and I need a solution asap. Thank you! 

231
Amrit Mishra
Community Manager
sarahf56
Apprentice
sarahf56Apprentice
asked in Apps and Marketplace Integrations
Mastering SEO: Key Strategies to Boost Your Website's Visibility

In this post, we’ll dive into the essential strategies for mastering Search Engine Optimization (SEO) and improving your website's visibility. From keyword research and on-page optimization to link-building techniques, these tips will help your site rank higher on search engines like Google. Whether you're a beginner or looking to refine your skills, this guide will provide actionable insights to enhance your site's SEO performance and drive more organic traffic.

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sarahf56
Apprentice
S
Apprentice
sagejacesageApprentice
asked in Apps and Marketplace Integrations
How do I fix an APK not installed?

If you are trying to install an apk via local storage ( ie, not via Google play store ) ; then go to settings : security : check allow installation of apps from unknown sources. Now try installing the apk.Apk Influx

53412
masipio
Community Debut
CELLA
Apprentice
CELLAApprentice
asked in Analytics
First Assign SLA %

I’d like to create a widget that displays the percentage of tickets first assigned within our SLA.  I haven’t been able to figure out what metric and filters I can use to achieve this.  Has anyone else figured this out?

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Amrit Mishra
Community Manager
B
Contributor
BlueBerryTartContributor
asked in Automations
Emulating arithmetic operator "modulus"

I am looking through the expression builder and am not finding a clear operator to perform a mod against a number. i.e. perform a division but output the remainder only. e.g. 5  % 3 = 2 Am I missing something? Does a native modulus exist and if not is there a way I can emulate it with the available functions and operators?

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Contributor
L
Apprentice
LM.AZGApprentice
asked in Automations
Keep tasks open when ticket is closed

When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this?Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed.We don’t want to leave the ticket open for months, as no actions are needed in the meantime.I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?

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Prasanth Sampathkumar
Community Debut
Finski
Top Contributor
FinskiTop Contributor
asked in Analytics
Analitycs - column view error

Has anyone else encountered this issue?I've been experiencing it all day – both in existing reports that I try to edit, and in newly created ones.Whenever I go to Table View and click "Edit Column", the widget crashes with the message:"Something went wrong". I cannot pick any column, it just crashes.1.2.​​​​​​ 3. Adding any additional filter (like time range) doesn’t work, it doesnt work on other accounts in my company also. 

274
Kamakshi V
Community Manager
M
Top Contributor
MaxJTop Contributor
asked in Automations
Automation help: Change status to "In Progress" on any conversation update except by assigned agent

Hi everyone,I'm building a ticket status automation for our Finance workspace, and I'm facing a challenge I hope the community can help with. The goal:Whenever anyone except the assigned agent interacts with the ticket via a conversation, the status should automatically change to “In Progress.” The reasoning is that they want the status to clearly indicate who is currently responsible (Requester replied, agent is now responsible..).This includes all types of conversation activity, such as: Requester replies Agent replies (excluding the assigned agent) Forwarded emails Public notes Private notes Private discussions In other words, any kind of input on the Conversations tab, from anyone other than the assigned agent, should set the ticket to In Progress. Desired flow: New ticket created: Status = Open Ticket assigned to agent: Status = In Progress Assigned agent replies: Status = Pending Anyone else replies or adds note: Status = In Progress  The challenge:The automation

391
eeha0120
Skilled Expert
Finski
Top Contributor
FinskiTop Contributor
asked in Portal/Knowledge Base
e-mail characters limit

Hello, I couldn’t find any info about this. Is there limit of characters in the e-mail send from Freshservice? Exactly speaking Forwarded message from ticket. We have whole e-mail conversation inside, and I would like to know if I have to worry that something will get lost.

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eeha0120
Skilled Expert
Finski
Top Contributor
FinskiTop Contributor
asked in Analytics
Filter - Custom Date Range Bug?

Hey, maybe someone has encountered this issue and found a solution.In Analytics (Interactive filter), when I set a custom date range with time from 6:00 AM to 2:00 PM, the report shows no data — but only if my profile is set to 24-hour format. If I switch the time format to 12-hour (AM/PM) in my profile settings, it works fine.It also works if I set a custom range that stays entirely within AM or entirely within PM, but not across both.Our team works in 6 AM to 2 PM shifts, so this is very inconvenient, especially since we use the 24-hour time format in Poland.On the screenshot , I'm selecting a range on the same day, from 6 AM to 2 PM — so it should work.Has anyone experienced the same issue or found a workaround?Maybe there is option to set the filter to 24h or any other solution    

193
Finski
Top Contributor

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