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Unanswered questions

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MattFrancisContributor

asked in Analytics, Reports & Dashboards

Cannot see tickets as a metric to build a report

Anyone know why I cannot build a report showing the number of tickets in the system? When i goto add widget i don’t see Tickets listed as a possible metric to add to the report. If i go to the Custom Metrics section i can see a section called Module but that has a limited list in there, which DOES not include tickets. I cannot see any where else where i can set the modules that should be available to the analytics module, making reporting impossible.

Patric BApprentice

asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

SamC1601Apprentice

asked in Portal/Knowledge Base

Customize End User Portal - Updating text on Report an Issue and Service Catalog

Hi,We have updated our buttons on our end user portal to say “Submit a Ticket”. We would like to be able to update the new ticket page to reflect this change in verbiage on both the page title as well as the breadcrumb. We would also like to be able to update the image and the subtext on the Service Catalog page.Is it possible to update these?

JandriesApprentice

asked in Portals, Emails & Other Channels

Is there a way for clients to save their filters

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

Hemanth KumarApprentice

asked in How do I....?

paginated reports in Power BI

Paginated reports in Power BI are designed for situations where you need a report that's optimized for printing or sharing as a PDF. Here's a breakdown of their key characteristics:Focus on Readability: They prioritize presenting data in a clear and well-formatted way, ensuring it fits well on a page, even if the data requires multiple pages. Printing and Sharing: They are ideal for scenarios where you want to generate printed copies of reports or share them as PDFs for offline viewing. Detailed Layouts: You have precise control over the layout of the report, including margins, headers, footers, and the placement of data elements. Data Source: While Power BI reports typically connect to real-time data sources, paginated reports can connect to various data sources, but the data itself is not live within the report. Separate Tool: Paginated reports are created using a separate tool called Power BI Report Builder, not directly within the Power BI service or desktop application.For more cl

nikdejanApprentice

asked in API and Webhooks

Ticket creation automation > Webhook > Update ticket via API

So, I created automation rule on ticket creation. This rule triggers webhook and send ticket details to my ecommerce website endpoint. Ticket content (subject, email, content) are being processed, compared against my ecommerce existing data and based on all this, I’m trying to assign ticket to group/agent, set priority etc. But, when I try to do ticket update via api, I receive a message: 'POST method is not allowed. It should be one of these method(s): GET, PATCH, PUT, DELETE'Ticket update via api, normaly, works just fine in all other cases. Only in this scenarion it will not work. Why? Is it some kind of loop in here? And what is the alternative?

MikesterTop Contributor

asked in How do I....?

Email not linked to company

Our company deal with B2B a lot and we need to find a way for Freshdesk to alert us when there is a mail from a contact with no company linked to the email. We need it because we need to have automations run based on the company and if emails are not linked, then it is a problem. Does anyone know how we can do this?

Nirmal7596Community Debut

asked in Apps and Marketplace Integrations

ticket_top_navigation app: Is it possible to increase the width

Hi All,I’m developing a fronentend extension app in fdk for freshdesk. I’m using ticket_top_navigation placeholder. Is it possible to increase the width of the popup window?

Michiel DoornApprentice

asked in API and Webhooks

How to get the base64data from an image on freshdesk?

My quesstionHow do I extract the base64 data from embedded images within freshdesk tickets?ContextThe images are hosted on freshdesk with a link such as https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk . When getting those images, I get a byte stream. That is convertible to base64 data by using a byte to ascii function. This should all work in theory, but in practise I can’t make it work.GoalReplace tickets’ images with their base64 data, to upload on another service:<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk " data-id="9198554508" alt="image.png" width="562" height="181"><img src="data:image

asked in Portals, Emails & Other Channels

Internal email responses create public replies

When a customer@differentemail.com sends an email in they will email servicedesk@email.com and sometimes CC accountmanager@email.com As expected this will create a ticket. If accountmanager@email.com then replies to the email and removes customer@differentemail.com from the chain this is then added to the ticket as a public reply. This is less than ideal as these are internal comms and as the customer is removed from the chain the intention is to not have them receive the comms. Freshdesk adding it as a public response is undoing this. It should be added as a private note. There could be a number of reasons for the accountmanager initiating the conversation and we cannot always rely on the service desk to start a private thread and notify the accountmanager or forward the ticket out as a thread. Is there a work around for this? It is unlikely that users will change their behaviour to match any system requirements.

manovadesSkilled Expert

asked in How do I....?

Knowledge article - role

How can I manage the access for creating/updating Articles/Folders?i want all the Agents to be able to view/Add/Edit Articles, but a few who can Delete Article/Folder.Thank you!

manovadesSkilled Expert

asked in How do I....?

Ticket content language

I had a case, an user sent a Ticket from another language different than English, and the ticket content was: “???????? ??????”Is there a place I can manage the encoding of the supported languages? I saw I can change fields language and notifications, but when someone send a ticket in another language, it appears with “???????? ??????”. Is it a problem coming from the persons mail?Thanks!

DaniApprentice

asked in Ticket & Workflow Management

Setting a Workspace on raise a ticket option

Hi Everyone,Do you know how I set the issue related to drop down so it always appears as finance and therefore, always the finance ticket configuration appears at first click. ThanksDani

jrandersonContributor

asked in Ticket & Workflow Management

Azure AD - Orch - Office Location (physicalDeliveryOfficeName)

Hello,I’m designing a workflow using Azure AD Orch that will Create Users. The action Create Users does not have a default payload field for Office Location, which I find bizarre because they even mention this field as an Output in their instructions. How can I successfully populate this payload? I’ve tried the following in custom attributes:{{ticket.onboarding_request.actor_1.cf_location}}{{A1.officeLocation}}I’ve even tried using the extension_json for my Azure AD Orch_ physicalDeliveryOfficeNameThanks!

GCAChristopheContributor

asked in Ticket & Workflow Management

Pre-populated ticket fields

Hi All,I have tryied multiple time with the tickets already on the subject but I can't do what I want.From the home page designer in FreshService, I'd like to integrate a card that would direct users to the ticket creation form, but with a pre-filled ticket category and Urgency.I tried with this URL:https://helpdesk.example.com/support/tickets/new?Urgency=Medium&category=technical%20serviceOf course i replace helpdesk.example.com by my helpdesk url.Except that when I try this URL, it doesn't work at all , I arrive on the new ticket page but nothing is pre-filled, if you ever have a solution, thank you for your help!

KyleButlerApprentice

asked in Assets

Discovery Probe - Best practices

So I’d like to use the Probe to automatically update the usedBy field and keep track of all individuals that used the laptop , therefore I do not need to manually assign laptops in FreshService , instead it will read the user from AADIs it possible to use it in this way? If I do not have a server in the office , is there something else you recommend to do?Thanks in advance

jason_asrsolutionsApprentice

asked in Ticketing & Agent Productivity

Private fields on a Company record

HelloWe’d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company. I’m told there are fields that are private that the Contacts/Company won’t see, but I don’t see which fields they are while looking at the Company profile, and don’t see any documentation online about this either.Please assist. Thanks!

gkperiklesTop Contributor

asked in Portals, Emails & Other Channels

Freshdesk emails not been delivered to some clients

We came across an issue that some emails were not delivered to some of our clients.3 emails were not delivered to 3 different clients.1 of the clients said that the email was in his spam folder but the other 2 said that they never received them.

MarcinJApprentice

asked in Portals, Emails & Other Channels

E-mails from agents not arriving

Since a few days we’ve been noticing the e-mails from agents often not being delivered.The message bounces back with a quite generic error:Reason: "The message did not reach this recipient after several attempts. This could be due to connection problems with the remote server or temporary problems, such as a full mailbox. Try resending the message after some time.. Any idea on this? It used to work fine for about 2-3 weeks before, new tickets stil get created so in general the inbound traffic works.Just to make sure I’ve also whitelisted the Freshdesk domain in our antispam filter in O365.It sometimes works and sometimes doesn’t, which is pretty frustrating for the agents and it ‘seems’ to happen mostly when there are 2+ recipients in the CC.

mj523423Apprentice

asked in Automations and Workflows

how to use automation to assign ticket to different group based on the whatsapp number

may i know how to use automation to assign ticket to different group based on the whatsapp number.e.g.if ticket is created from source whatsapp and the whatsapp number is A, assign ticket to group Aif ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

SmartPApprentice

asked in Employee Onboarding

How to change the joining date of future employee

For various reasons, the joining date for a new hire may change, either brought forward or pushed back.At the moment HR add a note; but with our automations looking at the Joining Date field from the onboarding module, we can’t find a way to edit the content and adjust it to the new date. Has anyone else met this issue and, if so, how did you work around it?

phsolvdApprentice

asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

BortFrenzyTop Contributor

asked in Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

DuncMartinApprentice

asked in How do I....?

Multiple mailboxes - how do I delete one so I don't receive messages anymore

Multiple mailboxes - how do I delete one so I don't receive messages anymore

bkarasalihovicContributor

asked in Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications Issue

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

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