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Unanswered questions

2175 Topics

M
Skilled Expert
maloktSkilled Expert
asked in Assets

Freshservice - Purchase Order Tax Rate

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. 

1
Ben S.
Community Debut
4 months ago
shekhar.das
Apprentice
shekhar.dasApprentice
asked in Ticket & Workflow Management

Getting access denied while creating ticket

Hi Team, I have setup a trial version of it and was trying to create a ticket using API my API key calling endpoint POST “api/v2/tickets”. It throws below error:{    "code": "access_denied",    "message": "You are not authorized to perform this action."} Although i am able to get the tickets using the same API key GET  “api/v2/tickets”. Please help me what permission should i have to create the ticket? I am the Admin of the instance i am using.

7
Rimazfar
Community Debut
4 months ago
yash2504
Apprentice
yash2504Apprentice
asked in API and Webhooks

How to send attachments while calling "Create a Note" API of freshdesk from salesforce

We are calling “create a Note” API of fresdesk from Salesforce but not able to send attachments in the correct format. Can anyone please help with an example of how to send attachments with the request ? Our code:LWConFileUpload(event) {        console.log('event.target :: ', event.target);        console.log('event.target.files, ', event.target.files);        const file = event.target.files[0];        console.log('file:: , ', file);             var reader = new FileReader()        reader.onload = () => {            console.log('reader.result :: ', reader.result);            // var base64 = reader.result.split(',')[1]            // this.fileData = {            //     'filename': file.name,            //     'base64': base64            // }             this.fileData.name = file.name;            this.fileData.base64 = reader.result.split(',')[1];            this.fileData.file_size = file.size;            this.fileData.content_type = file.type;        }        reader.readAsDataURL(file

2
agtinstitute
Community Debut
4 months ago
Pripri
Apprentice
PripriApprentice
asked in Deals and Pipeline Management

Leads on december 2022?

Does it exists leads in the current app? Because i was not able to find that option but I watched on the youtube explanation videos

3
sattar11
Community Debut
4 months ago
A
Top Contributor
aaron_jhgTop Contributor
asked in Ticket & Workflow Management

Sending automatic emails to requestors

HELP !!! I am trying to set up automatic emails that sends and email to requestors.  Example,  If we put the ticket at Status “On Hold” after 20 hours it sends chaser email 1, after 30 hours chaser email 2, after 40 hours a final email and closes the ticket. I have reached out to FreshService support and I get a lot of different answers which don't really fit the bill.  A lot of IT ticket systems have this functionality but FreshService doesn't seem to have it. 

2
mbutler
Skilled Expert
4 months ago
Or Maman
Apprentice
Or MamanApprentice
asked in Freshdesk Integration

SF integration does't work

Hi guys, We are about to complete our 14 days of trial. However, the most important thing for us hasn’t been addressed, which is the SF integration.We are trying to bring in meaningful data from SF to FD but no luck. There are no error messages at all and the integration settings seem fine. We are trying to get Accounts + Contact + Opportunities data.  Any hints? 

0
Or Maman
Apprentice
4 months ago
R
Contributor
RodSContributor
asked in Ticket & Workflow Management

Load user details in request form

Is it possible to load user details, preferably by selecting from a drop down that is linked to the All Users source, into fields of a service request? Example: When requesting a specific software, I would like the requester to select a user from the drop down and load (display) information like department, location and reporting manager to that requester Thanks!

2
R
Contributor
4 months ago
M
Contributor
MichaelJMContributor
asked in How do I....?

Mobile App Category Inconsistencies

We’re having an issue with one of our Business Workspaces - they don’t want to require the Category/Sub-Category field, so we hid the Category from their ticket form. Worked to close tickets in the website, but the mobile app was requiring the Category field, even though it’s not supposed to be visible. We added a Category/Sub-Categories for them as a workaround, but now in the mobile app it doesn’t show them a Sub-Category, just the Category, even when the desktop side shows a Sub-Category selection. I can’t seem to find anything on the Admin side to edit any settings of the Mobile app. Is there a reason the mobile app seems to override Global settings?

0
M
Contributor
4 months ago
dschwer
Contributor
dschwerContributor
asked in Analytics, Reports & Dashboards

Agent Report

I am looking to generate a report that will show all the open tickets for an agent.

6
dschwer
Contributor
4 months ago
J
Apprentice
JasonCRMHSApprentice
asked in Automations and Workflows

Automation to check in with requesters that haven't responded to a reply

Hello community,Does anyone have an automation set up that checks in with requesters once you have sent them a reply?As an example, We receive a request that someone needs help troubleshooting their voicemail. We respond that we would be happy to help, what’s a good time to stop by and take a look? The requester does not respond for several days.I would like an automation set up that automatically sends an email at 2 days and then at 7 days to verify if the issue is resolved or if they still need help - and then sets the ticket as “resolved” after the 7th day. (Our tickets get set back to “open” when a requester responds).Has anyone set this up in their system/workflow that would be willing to share the automation mapping required?Thank you,-J

2
churchillsonpriddy
Community Debut
4 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Major Incident Management

Major Incident Limitation

I had my first major incident today, and went to document it.  When it was time to associate all of the individual incidents to it, I discovered that there is a limit of 10 existing incidents that can be displayed.Has anyone found a way around this? to the development team:  seriously? Why would you limit this? 

2
Anusha
Community Manager
4 months ago
F
Apprentice
frnateApprentice
asked in Analytics

Freshservice Analytics - Time entries

Is there a way to use analytics to determine the amount of time our agents have spent assisting each department?  I don’t really see a metric for time entries, and the other time based metrics don’t quite seem to provide what I’m looking for.

5
1
Community Debut
4 months ago
nixnix
Apprentice
nixnixApprentice
asked in How do I....?

Can I edit this view

I need to edit this particular view to add more fields or edit the current ones. Is it possible?  

2
A
Community Debut
4 months ago
E
Top Contributor
elobatoTop Contributor
asked in IT Operations Management

Adding attachments to alerts in Freshservice

Hi Team, hope you are all well!I was wondering if it is possible to have attachments added to alerts that have been configured as emails in the monitoring tools (or if this might be a feature request).We have some systems that don’t support webhooks so we have set them up as emails. Many of these systems can sometimes have files attached to them with more information regarding the alert such as logs. When the mail comes and the alert is created all attachments are ignored and we can’t see them. I know the easiest way to solve this is to not use AMS and just have them send a normal email to our Freshservice and generate a ticket that will have all attachments as normal. The problem is that we would like to have it done through AMS to reduce noise as not all alerts need to create an incident since they are informational, yet our team would like to review them occasionally. They also might not have any attachments at all if not required. As for alerts that do create incidents, the files s

2
zachary.king
Skilled Expert
4 months ago
K
Apprentice
KevinEApprentice
asked in Automations and Workflows

Add public note when task is completed

Hi, not sure if anyone has come across this and can point me in the right direction… I have a basic workflow that adds a public note to a ticket when a task within the ticket is marked as complete. When adding placeholders, there is an option to add fields from the task. I have tried adding{{ittask.description}}{{ittask.title}}but neither show up when the note is added. Is there a way to add the details of the task that has been completed to a public note on the corresponding ticket?  Thanks in advance. Kevin. 

0
K
Apprentice
4 months ago
Ron81
Apprentice
Ron81Apprentice
asked in How do I....?

Forwarding emails to different addresses

Hello,  I would like to forward emails from freshdesk accounts to different emails of our group, however every time when we try to do it, emails do not reach. Any suggestions?

1
Beth Granter
Community Debut
4 months ago
nixnix
Apprentice
nixnixApprentice
asked in Contacts and Account Management

Account name sync

Hello, how can I sync my Freshdesk Company contacts and Freshsales Account contacts?In Freshdesk, the contacts are tagged under the same company.However, in Freshsales, the contacts are not linked to that account/company. I have to manually assign each one. This takes a lot of time.Is there a way to automatically update the Account in Freshsales based on their Company in Freshdesk?Thanks

1
G
Community Debut
4 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Query all the places a given user is added

Hi all,Is there a way that we can search for all the configurations where we have used for example a given user.If i search somewhere so I can view all the places I use it like BR, Workflows…Asking because sometimes I have the case to change/replace a given user I am using in workflows, so will be amazing if I can search for only workflows where I use it,Thanks

1
Daniel Söderlund
Skilled Expert
4 months ago
Janne01110
Apprentice
Janne01110Apprentice
asked in API and Webhooks

Wrong/missing custom fields in API call

When I call the /api/v2/tickets/<id> I do get back a field called custom_fields but they are not what I expect for that ticket type, any ideas what I’m doing wrong?

3
Daniel Söderlund
Skilled Expert
4 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
mitch.stone
Contributor
mitch.stoneContributor
asked in Freshservice Integration

Workday Intergration

Is there at ETA on the Workday-Freshservice Integration?

4
mitch.stone
Contributor
4 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

Non-Delivery emails creating new tickets

Recently, I started getting incidents automatically generated when there is a non-delivery report.Does anyone have a way to prevent this?

1
zachary.king
Skilled Expert
4 months ago
S
Contributor
ScottJContributor
asked in Automations and Workflows

Dependent sub-fields don't show in Workflow

I’ve created a Dept > Role > Credentials Dependent Field node in a Service Request, but when I try to use it in Workflow, I only see the top-level field. Have I missed something? I’m trying to base conditional workflows on Dept/Title selected from Service Item.  Thanks! Scott -

1
S
Contributor
4 months ago
nhaner
Apprentice
nhanerApprentice
asked in Analytics, Reports & Dashboards

Date and time calculations

Hi, Is there a way were i can extract reports that calculates the date and time difference once the ticket is created and one it was resolved?Im still testing the free version of freshdesk. Thank you,

4
Cronaldo
Community Debut
4 months ago
J
Skilled Expert
JaapbgSkilled Expert
asked in Analytics, Reports & Dashboards

How to add/use company fields in analytics

I would like to use fields from the Companies in my analytic reports.e.g. I show how much tickets per company, but also need to show how many tickets per Industry and Account tier.Also would like to use customer fields from Companies to get better context in the reports.e.g. a company with a small number of locations submitting x number of tickets, might be telling a different story than a company with a very large number of locations submitting the same amount of tickets.The tickets are linked to companies, and the companies contain this information, so data technically it should be possible (I expected the fields to be available for e.g. group by)Can this be achieved somehow within freshdesk analytics?

5
jordancoxi
Community Debut
4 months ago

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