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2177 Topics

patrick.burke
Apprentice
patrick.burkeApprentice
asked in How do I....?

Can Free Trial Users Access the Freshservice API?

I cannot get the API to return any response except for: ‘{"code":"invalid_credentials","message":"You have to be logged in to perform this action."}’ My curl command (where {api-key} is my hard-coded API Key found in my profile settings): curl -v -u {api-key}:X -X GET 'https://domain.freshdesk.com/api/v2/tickets' -H "Content-Type: application/json" Do I keep getting this message because I’m on a free trial version of Freshservice

0
patrick.burke
Apprentice
4 months ago
JoeS
Apprentice
JoeSApprentice
asked in Employee Onboarding

FreshService -- No Source filter for Onboarding?

Hi all,I would like to see only tickets having to do with Source=Onboarding.  So does the filter not allow that for some reason?     

4
S
Top Contributor
4 months ago
mazuserdentons
Apprentice
mazuserdentonsApprentice
asked in Automations and Workflows

Why do Automated tasks reopen automatically?

Hi AllI created Automated tasks, however when I Complete the task, the Task Reopens Automatically…. I am using the SandBox environment.  

2
mazuserdentons
Apprentice
4 months ago
C
Apprentice
CMaginApprentice
asked in Automations

Freshservice Workflows: Add a role using API

Hello, I was recently given the task to build a Workflow in Freshservice that can set and remove Roles for Agents. Trigger for this should be a specific Service Request being raised.Currently I am having trouble with adding this new role to the existing role array. Here are the relevant parts of my WorkflowFirst I use the API to get the Agent details that include their roles Then I use the following parser node (narrowed down to the attributes I need) But then I have the problem of how to add the new role{ "role_id": 53000134485, "assignment_scope": "entire_helpdesk", "workspace_id":2 }to the existing array that I can then write back.Expression Builder is not usable for my Use case, since outputting any String with the Expression Builder turns every double quote inside the String into a single quote And the Web Request body only accepts double quotes since this is the JSON standard. With Liquid alone I wasn’t able to find a way to insert this new role into the the Array (also tried han

3
C
Apprentice
4 months ago
A
Apprentice
abgApprentice
asked in Automations and Workflows

Microsoft Active Directory - Orch (add user to multiple groups)

I have an onboarding function where I copy groups from one user to new users.I use this function to get the template users groups:This return the groups in this format:{"MemberOf":["CN=Domain Admins,CN=Users,DC=Fabrikam,DC=com", "CN=Enterprise Admins,CN=Users,DC=Fabrikam,DC=com"]}How can i use this to assign the new user to these groups:The input is formatted as Distinguished name ,  but I think the “,” is the delimiter, which why it might not work?If I use the groups name, not the Distinguished name, it works. but i don’t have the option to get the MemberOf in another format. 

0
A
Apprentice
4 months ago
Karthikeyan
Community Debut
KarthikeyanCommunity Debut
asked in How do I....?

Changing the Card label and Card Description

Hi everyoneCould someone help me, how to change the value of card.label and card.description on portal’s start page

0
Karthikeyan
Community Debut
4 months ago
A
Top Contributor
aaron_jhgTop Contributor
asked in Ticket & Workflow Management

View more tickets

Is there anyway to increase the ticket view ?  At the moment you can only see a maximum of 30 tickets, but it would be usefull to see more (50/100/250) etc as is standard with most things?   

1
Jim Dumay
Top Contributor
4 months ago
M
Contributor
moe72Contributor
asked in How do I....?

Software Discovery. How to disable creating or updating publisher information

Software detected by the discovery probe auto creating a vendor, how I disable it? 

0
M
Contributor
4 months ago
P
Contributor
paulj1202Contributor
asked in How do I....?

Audio alerts and colour coding

Hi and thanks for reading this.I have 2 questions with regards to fresh desk. firstly, Is it possible to put an audio alert on new tickets, so when it comes into the agents dashboard there is an audio (ping/ring etc).Secondly, Is is possible to colour code the Tickets by group.E.g Red= Sales, Blue=customer services etcor is there another way that the agents can determine what tickets are looking at.Example. If they are on Sales then they only want to deal with logged sales tickets Thanks in advance Paul

2
P
Contributor
4 months ago
robinm
Apprentice
robinmApprentice
asked in Automations

WebHooks called on update and private note added

I created two webhooks, but how do I conditionally send either one? Or at least disambiguate and update that is going to be called by private note added? Under the Ticket Updates sectionI added one webhook to catch general updates which is good and then I added another webhook to only trigger when a private note is added which works as well The issue is that when the only change in the ticket made is a private not is added it sends the update ticket as well, but I want to exclude the general update webhook when the private note webhook is added.  How do I do this?  I tried looking in the event and properties, but I can’t find a combination that will allow this.  Am I missing something? 

0
robinm
Apprentice
5 months ago
ChBing
ChBing
asked in Ticketing & Agent Productivity

Need Advice on Freshdesk Automations - Ticket Status Transition

I trust this message finds you all in good spirits. I'm currently working with Freshdesk and am seeking guidance on setting up automations related to ticket status transitions. Has anyone successfully configured a similar automation in Freshdesk for ticket status transitions? What specific steps did you take to set up this automation, and are there any best practices I should be aware of? Are there any known challenges or limitations when it comes to automating ticket status transitions in Freshdesk?Your expertise and insights would be incredibly helpful as I work through this automation task. Thank you in advance for your time and assistance!Best regards, BBR game

0
ChBing
5 months ago
M
Apprentice
michaelsApprentice
asked in How do I....?

Change value of card.label and card.description

Hi everyoneCould someone help me, how to change the value of card.label and card.description on portal’s start page in a multilanguage environment?Best regards,Michaelscreenshot from portal’s start page 

0
M
Apprentice
5 months ago
Amel
Community Debut
AmelCommunity Debut
asked in Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ? 

0
Amel
Community Debut
5 months ago
corndoggy
Apprentice
corndoggyApprentice
asked in Portal/Knowledge Base

How to hide an entire section on support portal depending on requester group

I'm looking to create a dedicated section on my support portal featuring onboarding and offboarding cards exclusively accessible to HR department users.Currently, utilizing the Service Management - Employee Onboarding configuration allows me to conceal the onboarding/offboarding cards for individuals outside the designated contact group. However, I want to extend this capability to hide the entire section.The reason I want to hide an entire section is because I intend to customize the cards by incorporating a heading, buttons, around it, thus card concealment is insufficient; I require the ability to hide the entire div.If anyone is familiar with the JavaScript logic responsible for hiding cards based on contact groups, I would greatly appreciate guidance in replicating it.Thank you!

2
Nikki_McGrath
Community Debut
5 months ago
mbotzan
Apprentice
mbotzanApprentice
asked in Segmenting Customers

Segments and Journey's

We created a 6 week journey for new contacts. Additionally new segments for every 7 days (see attached). Will these segments update automatically or do we need to manually resave each segment to update the contacts entered into the segment?Does any of this require updating the customer journeys? Looking for automation.Thanks in advance. 

0
mbotzan
Apprentice
5 months ago
M
Contributor
MichaelJMContributor
asked in How do I....?

Notify Requested For User if not Requester

I created an automation to nofity the Requested For user when a ticket is created on their behalf. Works great for Service Requests, however if the person is requesting for themselves, it sends two emails to them. There doesn’t seem to be a way in the Automator to say “if Requested For Name does not equal Requester Name, don’t sent this email” - and the system doesn’t automatically notify the Requested For for some odd reason.  Am I missing something obvious? Has anyone else run into this issue or found a workaround solution?

3
Daniel Söderlund
Skilled Expert
5 months ago
arthurcooklambert
Community Debut
arthurcooklambertCommunity Debut
asked in Freshchat Integration

Delay in Message Reflection on iOS with Flutter Freshchat SDK

Hi, Recently, I have integrated the latest SDK (freshchat_sdk ^0.10.10) of Freshchat for FLUTTER for both iOS and Android into an app I am developing.The integration on the Android platform has been successful and works smoothly. However, I have experienced certain issues when using the Freshchat SDK on iOS, specifically regarding the time it takes for a message to be reflected in the UI after using the Freshchat.showConversations() function.In detail, I have noticed that when a notification is received, it is reflected almost instantly in the ios notifications. However, displaying the message in the UI can take significantly longer compared to the Android experience. This has led to a discrepancy in user experience between the platforms.Since the functionality on Android is seamless and the message is reflected at virtually the same time the notification is received, I would like to request your assistance in addressing this specific issue on iOS. I would appreciate any guidance, sugg

0
arthurcooklambert
Community Debut
5 months ago
L
Apprentice
LaurenUDITApprentice
asked in Automations

Freshservice Automation webhook Post

Hi,So I have an external product catalogue and I am able to use the Webrequest node to GET an updated Product list from my external product manager. essentially what I want to do from there is take this returned array, verify it for existing products and then if they don’t exist POST a new product to allow for automated product updates.Now I have my GET setup with no issues and I have created a JSON Parser to be able to reference back to this but I need some help getting from here to i guess mapping this array to product fields then validating them to see if they exist.once I know they don’t exist then I believe another Web node to Post these back to Freshservice.Here is a glimpse of my Json parser to give some info:  If anyone has some best practice ideas or maybe just recommendations for managing this I would appreciate it.

1
Daniel Söderlund
Skilled Expert
5 months ago
stackjr
Apprentice
stackjrApprentice
asked in Automations and Workflows

Change Managerment in Workflow Automator

I’m hoping someone can help me with this. I don’t understand why it won’t work. I simply want to have the status change from “Open” to “Planning” when the Change is approved. No matter the variations I make of this, it still doesn’t work.  

1
eeha0120
Skilled Expert
5 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Time Entry Fields - Prevent on closed tickets

How can I stop users from adding time entry on already closed tickets? From where I can access time entry so to create a BR/workflow? 

0
M
Skilled Expert
5 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Time Entry Fields

How can I stop users from adding time entry on already closed tickets?

0
M
Skilled Expert
5 months ago
I
Apprentice
Imagine360Apprentice
asked in Analytics, Reports & Dashboards

Reporting for Internal Groups/Collaborators

We have Agents assigned the ticket as primary ticket holder. We then add a collaborator to the ticket via the internal groups field and select the individual. Is there a way to report on the collaborators work?We have some instances where the collaborators part is complete but the ticket needs to remain open for the Agent to finalize things. This causes discrepancies between the collaborators work and reporting.Example: Report on “closed” for the Internal Group/Collaborator and have a separate report for closed for Agent.

0
I
Apprentice
5 months ago
johnbol
Apprentice
johnbolApprentice
asked in How do I....?

Remove Fwd: from Ticket Subject

When customers email our personal emails (such as john@ ) with a request and I want to create a ticket for it on Freshdesk, I forward the email to our Freshdesk. However the issue I’m having is that Gmail adds Fwd: to the subject line of the forwarded email which I don’t want in the Ticket subject. I know that I could manually remove Fwd: from the email in Gmail before forwarding, however I am looking to automate this. It looks like it should be possible on Freshdesk with the use of Automation and api/webhooks however I’m not sure exactly how to do this. Can anyone help with this? So for example if I forward an email from my Gmail the subject would be something like:Fwd: please help me with my issueSo on Freshdesk I would need it to remove the Fwd: part so that the Ticket subject is simply:please help me with my issue Thanks in advance :)John 

0
johnbol
Apprentice
5 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in Automations

Accessing 'background information' user filed

How can I access the “background information” filed from a user inside a workflow or BR?

1
A
Community Debut
5 months ago
gdackerm
Apprentice
gdackermApprentice
asked in AI & Bots

Workativ Assistant

Greetings programs,My team and I have not been taking full advantage of the AI capabilities of Freshservice, and we are jumping in with both feet.  We are testing the Enterprise plan to link the ServiceBot / Virtual Agent with our knowledge base.  During our search for information, we came acrosss Workativ Assistant for Fresservice.  https://workativ.com/conversational-ai-platform. Does anyone have experience with this?  Would like to know if this is worth investigating to help our Freshservice+Teams approach.

1
A
Community Debut
5 months ago

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