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2172 Topics

Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Ticket & Workflow Management

Make email reply reflect inside ticket as a reply

I made it when a requester submit a ticket, it sends an email to him,if when he reply to that email,Or someone Cc an email in ticket (it sends this reply to his email),  Once the requester reply to that email, it wont reflect to the ticket.So what I need is making the reply reflect to ticket

16
eeha0120
Skilled Expert
10 months ago
Rogier
Skilled Expert
RogierSkilled Expert
asked in Marketing Automations

Send one off WhatsApp Campaign message from CRM

We have WhatsApp integration successfully setup: When testing a made campaign (with WA template and all) it works directly from Freshsales Suite CRM (technical setup) when e.g. testing a campaign and entering my own number. ✅However, in order to send/use such a message (“We have done x for you”) I need to create a journey that somehow gets triggered by an “event” from another system.Question: Would it be possible to just click a button, like sending email, SMS, etc, to send to WhatsApp? 🤔Or, how could I easily send a WhatApp message to one contact, using Freshsales suite, without making a contact-field, setup a segment, have that segment trigger a journey that sends the message. Feels like a lot of too much work.

5
G
Community Debut
1 year ago
J
Apprentice
JulienMApprentice
asked in Ticketing & Agent Productivity

change default field in forms

Hi,I want to know if it is possible to change the default field when I create a form.the field Requester ask me for mail and name but I want to separate those two informations in two independant fields. But I can’t remove the default Requester field, even if I have others fields in my form.Is it possible ? thanks

3
R
Community Debut
1 year ago
joselguerra
Apprentice
joselguerraApprentice
asked in Ticket & Workflow Management

Department Ticket Queue and Personal Queue

Hi There,I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal.For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets.On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear.Thank you in advance for your help

1
PatrickMurphy
Skilled Expert
1 year ago
B
Top Contributor
bruce.imberTop Contributor
asked in Automations

Approval emails

We would like to improve our approval email process.  We have the approval emails go out for certain Service Request tickets that need manager approval.  If the approval is not done within 48 hours a reminder approval email is sent out via the “Send a reminder to approvers every X hours” box being checked.That takes care of half of our issue.  The second half is to find a way to auto close the ticket if the approver has not responded within 5 day of the first approval email that was sent out and email the requester that the approval wasn’t done and the ticket will be closed.Currently we do this manually.  Someone checks the tickets as to why there is no activity and then has to contact the approver or just close the ticket.After talking with FW, they don’t have a way to do this.  I was wondering if anyone has come across this and figured out a way to make it work.

6
B
Top Contributor
1 year ago
xXfSyMJx3jRyh8jj
Apprentice
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!

1
Adhitya Ganesh
Community Debut
2 years ago
Prasad.N
Contributor
Prasad.NContributor
asked in Automations

Hierarchical Approval for Ticket Approvals or escalation

Need to create work flow based on the Hierarchical Approval or escalationsLikeWhen Requestor create a Service Request and approval goes to 1st level if not approved send email or assign approval to 2nd level and if not 3rd level with respective timeframe.1st Level - Reporting Manager2st Level - Reporting Manager’s Manager3rd  Level - Department Head  (probably Manager’s Manger again)Kindly do let me know how can i achieve this using the available user data (Synced with AD)Same way for TIcket if not responded or not resolved in x days alert will go to 1st, 2nd and 3rd level

4
Daniel Söderlund
Skilled Expert
1 year ago
J
Top Contributor
jpetersTop Contributor
asked in Apps and Marketplace Integrations

Teams Service Bot - unable to reach app

I am sure that its simple and something i may have overlooked, however, has anyone run across the, Unable to reach app. Please try again.  when attempting to create a ticket from Teams?

3
eeha0120
Skilled Expert
10 months ago
vijay.mc968
Apprentice
vijay.mc968Apprentice
asked in Portals, Emails & Other Channels

Freshservice custom mailbox error - Mailbox limit exceeded

Getting below error email frequently from FreshService. That mailbox is operation on our exchange 2016, what exactly should we check in exchange logs for this custom mailbox as that is working fine.   Dear Admin,Your Freshservice custom mailbox xyz support(support@exyz.com) is unable to send outgoing emails due to 'Mailbox limit exceeded'.What are my next steps?If you had sent huge volumes of emails in the last few hours, you might have reached the upper limit set by your mail service provider. Contact your mailbox provider to increase the limit or try again later.Can Freshservice help me with this?Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail provider.What happens to all the tickets/emails that should be outgoing via this mailbox?We will queue your emails for up to 72 hours and try to send them once your mailbox reconnects. Success isn't assured though due to various factors. As a best practice, it's

3
Daniel Söderlund
Skilled Expert
4 months ago
G
Skilled Expert
GeraldSkilled Expert
asked in Employee Onboarding

Employee Onboarding Manager field to Microsoft AD

Hello,My onboarding is working and creating a user in the correct OU in AD. It also fills in most of their information. However, for the “manager” field, if I use their John Doe name it won’t work and throws an error saying that it can’t find such a name. If I use JDoe it works fine, but this field pulls from Freshservice a list of all the managers and is a dropdown on the onboarding form. I’m not sure why it’s not working, because the full name is the distinguished name. In other words, only the SAM account name will work in that field, not the actual name. What am I doing wrong?

7
G
Skilled Expert
11 months ago
M
Apprentice
mrubioApprentice
asked in Analytics, Reports & Dashboards

Understanding Agent at a glance report

Hello all,Can someone please help me understand these numbers on an agent report:Average response time: 37 min Average first response time: 48 min Average resolution time: 37 minHow “first response time” can be higher than “response” and “resolution” times?How “response” and “resolution” times can be the same? I think “resolution” should be higher.In addition, which ticket statuses are included on Backlog tickets? I got 4 tickets on the report but on a daily basis I can see 15-20 unresolved tickets for this agent on my dashboard widget.Many thanks in advance!

1
mrenaud
Skilled Expert
1 year ago
J
Contributor
JoeSuarezContributor
asked in Ticket & Workflow Management

Workflow: change status based on ticket or SR contents

I’d like to set up an automation to change the status of a ticket or SR when it is submitted.Is there a way to look at the custom fields in the ticket or specific text to trigger a status change?For example, There is a dropdown selection in ALL of our Service Requests that reads ‘Is an ITSM ticket required?’ with choices of ‘Yes’ and ‘No’. If the automation sees specific text (in this case ‘Is an ITSM ticket required?: Yes’) then the workflow is triggered.

7
P
Skilled Expert
2 years ago
V
Apprentice
VDV_ADIApprentice
asked in Portals, Emails & Other Channels

How to change the "from" email address in a ticket

We have several email addresses and groups in Freshdesk. In some groups, when replying to a ticket we can change the from email address via dropdown, but not in others. It doesn't matter if you are an agent or admin. Why is that and where can I activate or deactivate this?Many thanks in advance.

1
vinothkumar.manoharan
Skilled Expert
11 months ago
debbyhsu
Apprentice
debbyhsuApprentice
asked in Knowledge Base

How to automatically shorten solution article URL?

Currently the default URL of solution articles are very long, especially when the article title is in Mandarin (e.x. https://soundsgreat.freshdesk.com/zh-TW/support/solutions/articles/72000513462-%E6%88%91%E5%8F%AF%E4%BB%A5%E6%8C%87%E5%AE%9A%E4%B8%8A%E6%9E%B6%E6%99%82%E9%96%93%E5%97%8E%EF%BC%9F) Is there anyway I can set up a custom shorten URL whenever I create a new article, instead of having to manually use 3rd party short URL service? Thank you

1
C
Contributor
2 years ago
A
Skilled Expert
atexeira
asked in Automations

Automated Change Tickets

Is there a way to schedule an automated change ticket to be created at the beginning of every year?Took a look at the Scheduler in FreshService, but it looks like it only incident tickets can automatically be created.

6
arunrajkumar
Community Debut
3 months ago
bilel hamadi
Contributor
bilel hamadiContributor
asked in Automations and Workflows

Remove/edit default ticket fields

Is there a way to remove ticket fields from right from the ticket page without using an app?

3
aravind.sundararajan
Skilled Expert
1 year ago
J
Contributor
julian.kleineContributor
asked in Portal/Knowledge Base

Freshservice - Liquid placeholders for multilingual portal

How can I use this example in freshservice, when customizing portals.I want to identify which language the current user has set when customizing portals.<h1>{% if portal.current_language.code == "en" %}We are here to help!{% elsif portal.current_language.code == "fr" %}Nous sommes ici pour aider!{% elsif portal.current_language.code == "de" %}Wir sind hier um zu helfen!{% endif %}</h1>Thanks for any help.The value is just simply not set when I print it out in the portal using liquid in freshservice, while it is set in freshdesk. Is that just a inconsistency? If so - When will this be available. The documentation in freshservice actually refers to this FreshThemes Guide for Freshdesk

2
dineshs
Contributor
2 years ago
J
Skilled Expert
JaapbgSkilled Expert
asked in Portals, Emails & Other Channels

Agent tickets with internal issues not assigned to any company

When one of our agents creates an internal ticket (so his own name as requester) our internal customers cannot see these tickets.Our company name is CONTOSO.Internal customers (so not agents) cannot see these tickets like our customers can for their own company. (Collaborator is not a solution)We can assign the ticket to a dummy internal email so that it gets assigned to our internal company name (best work-a-round so far) however the requesting agent doesn’t receives replies anymore when another agents replies to the issue. There are workaround for this also, but what would make more sense is, that if some from @contoso.com creates a ticket, agent or internal customer alike, the ticket gets assigned to the corresponding company CONTOSO. This would also fix issues in empty company names in analytic reports.How is this supposed to work/e.g. how can I get the agent created tickets (where an agent asks support) assigned to a company

5
Gopal_Reddy
Community Debut
1 year ago
satyam2711
Apprentice
satyam2711Apprentice
asked in API and Webhooks

How to merge Contacts in bulk

How to merge contacts in bulk , Currently i need to merge contact one by one 

2
Jarrod
Top Contributor
1 year ago
D
Apprentice
davetApprentice
asked in API and Webhooks

field names different in api and xml data export

I want to export and send information to sales of tickets that had the word “xxx” in the subject or the description field of a ticket and append on the user contact info. I used admin - account - details - export data to get the current database from freshdeskI decided to use Microsoft access database to do the left joins between the ticket table and the user table.I imported the the tickets, companies, and users xml file into the databaseI had to change the long fields like body, body-html, description, and description to type memo before importing, It was a bit tedious to import the 39 ticket files and 31 user files but it worked fine. I discovered by trial and error that the the helpdesk-ticket request-id is a key to the user table’s id fieldand the customer-id field is a key to the company table id field. All worked fine and I ended up with this query.  Not all the company names populated so maybe customer-id is not foreign key for company table id field. SELECT [helpdesk-ticket].s

1
Keer
Community Debut
2 years ago
S
Apprentice
SiegmarApprentice
asked in API and Webhooks

OpenAPI / Swagger

Hi,Why is there no OpenAPI / Swagger YML specification file available for Freshworks APIs ?I tried both URLs below but did not work: https://MY-ACCOUNT.freshdesk.com/api/v2 https://MY-ACCOUNT.freshdesk.com/api/v2/swagger.yml I guess you would agree that OpenAPI is a standard among software APIs and would make life so much easier for Postman tests and API access code generation.And would be a really nice companion for the already nice Freshworks products :-)Thanks

0
S
Apprentice
6 months ago
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Portals, Emails & Other Channels

How to automatically modify contact when someone transfer a mail to the support

Hello, I forward my emails from my gmail to Freshdesk and today Freshdesk can detect the previous sender and link it to the correct contact and it’s great.My issue is that often, the sender is our salesman who forwards a customer email to us. The contact is then the salesman and I have to manually edit it to set the customer as contact. Is there a way to automatically send the previous sender as contact, maybe by selecting the list of salesmen contact ?

5
foxcubmama
Skilled Expert
2 years ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Getting Started

How to handle the termination of requesters and reusing of email addresses

I am curious how others are handling this scenario ---What do you do when an email address gets reused over time?  For example John Smith joins our company and then leaves in 2021.  Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the “Email Address” we would assign to the new John Smith (our schema is first_name.last_name@domain.com).Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester’s name associated with it but a “Forgotten User” designation.So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from tim

4
eeha0120
Skilled Expert
9 months ago
S
Apprentice
SydkneeApprentice
asked in Automations

Re-open resolved / closed ticket Thank you detector where Thank you is in a genuine re-open email

Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction.We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etcIf the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket.Anyone know of a way to do this? Other option is to only employ impolite people that won’t say thanks 😉    

2
TedK
Community Debut
1 year ago
v.annnps
Contributor
v.annnpsContributor
asked in Automations

Automatically creating a copy of an incident

Hi,We are trying to automatically create a copy of an incident for another group to use for their own work and records. The standard workflow automater and scenario automations do not appear to have an option to create a copy of an incident. I have dabbled a bit with webhooks to try to trigger the creation of another ticket when one is updated with a specific category, but I am receiving a 400 error. I have put the callback URL as https://(domain).freshservice.com/api/v2/tickets. Encoding is JSON, Simple with just a couple of details to test the process, Inline Credentials, API key appears correct. I can see it activate in the activity of the ticket, but it always returns back failed.  Any tips or other ideas in how I can have a duplicate ticket created and assigned to a group automatically when the ticket is updated?  

7
Daniel Söderlund
Skilled Expert
1 year ago

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