Unanswered questions

2517 Posts

SamKCommunity Debut

Weekly Reminder for Pending/OverdueTickets

Hi,Hope you all are doing well. I want to make a workflow so that once a week on Fridays, it would send a message/email to my Team members and remind them to check their overdue or pending tickets. I know how to set up a scheduled workflow to send a message for every ticket that’s overdue/pending; however, I cannot seem to figure out how I can send only ONE msg/email telling them they have X number of Overdue and Y number of Pending tickets.Is there a feature for this? or there is a logic in workflows that I can’t seem to figure out?Cheers!

2362

9 months ago

shannon.mejiaSkilled Expert

asked in Analytics

Overdue Metric report in Analytics

I am trying to create a report that will show me current unresolved tickets that are overdue. There is not a metric filter for overdue or SLA Violated. I looked at this question, but the filter proposed isn’t there anymore. Any ideas?

510

9 months ago

rzagazaryanApprentice

asked in Analytics, Reports & Dashboards

How to find unresolved tickets that are overdue in reporting/analytics?

Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.All the best!

4652

9 months ago

BortFrenzyTop Contributor

asked in Automations and Workflows

Uninstall Discovery Agent with Automation

In my office, we’re trying to automate the removal of the assets from the Discovery tab. I am able to set an event based trigger that will activate when an agent updates an asset and the “Used By” field is changed to empty.Once the flow is triggered, is there a way to initiate the “uninstall” process for the discovery agent that anyone has found?

670

9 months ago

amitlaApprentice

asked in Ticketing & Agent Productivity

Trigger REST API on new contact creation

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

9 months ago

MedulaApprentice

asked in Chatbot and AI

Going back to Chatbot after live chat session

So I’ve managed to integrate a simple FAQs in my chatbot, which allows the user to click the question, get the answer and then go back to the questions, but once the user starts a Live chat session with the Support team, they can’t go back to the bot FAQs.Is there any way I can make the customer go back to the bot FAQs after the chat session? Or how can I make the customer create a different session from his side and open Chatbot again.Thank you in advance to anyone who can help out.

340

9 months ago

MarkSherbakovApprentice

asked in Apps and Marketplace Integrations

Can't upload a customapp

Hi guys!I’m trying to create a custom app for my freshsales dashoard.For testing purposes, with Freshworks CLI I’ve created a freshsales template.During the work, I faced 2 problems:1. when creating an app, I get the following error ( on the screen )https://t4709810.p.clickup-attachments.com/t4709810/bf2810a0-7330-438a-9c4e-df5e1f31720f/image.png2. I can't launch developer mode. I launched the local server with CLI, in browser set up my account's url + ?dev, but got the response from freshwork: couldn't find the page. I’d be really greatful if somebody helps!Thank you!

875

9 months ago

lee.cliffContributor

asked in Portal/Knowledge Base

"Code View" in Solutions (Knowledge Base) for FreshService doesn't do anything?

Freshservice’s “Code View” seems pretty redundant. I make an adjustment and it doesn’t save any of my changes. What’s the purpose of the article-by-article Code View if you can’t make any granular changes? (Honest question, I’m sure that could sound snarky but it’s not :-)). To clarify, I can edit <p> text </p> the “text” of that paragraph, but I anytime I try to modify the styling already there or add my own, the save just clears out the information I have put in.

790

9 months ago

Moshe NitzaniApprentice

asked in Public Sector – London User Network

Closed ticket - Automation

HelloI would like to send an automated email when a ticket is closed, back to the Requester (Customer) and Bcc the message to another email address. Using Automation I could not see a way to do this. When trying to use Forward, I was unable to enter {{ticket.requester.email}} place holder in the email field. Is there a way to set something like this up?BestMoshe

638

9 months ago

KerriCrossApprentice

asked in AI & Bots

Bot Conditions - Else statement not working

Hello, I am quite new to bot building so I hope someone can help.I have created a flow where a reference number is collected. This has the following regex validation applied:(700000[0-9]|70000[1-9][0-9]|7000[1-9][0-9]{2}|700[1-9][0-9]{3}|70[1-9][0-9]{4}|7[1-9][0-9]{5}|[89][0-9]{6})I have then created a condition where if the response is valid you to go dialogue 12.2, else dialogue 12.4.Where a valid reference number is entered this works as intended, however if something else is entered this is not going to 12.4, instead it is just asking for the reference again (12.1) leaving you stuck in a cycle.Is there something I have done wrong? How can a you get out of this cycle without entering a valid reference?

711

9 months ago

simmondsjonTop Contributor

asked in Analytics, Reports & Dashboards

Analytics report cutting off

Hi, we have a timesheet report in Analytics. It has a lot of rows but when running the scheduled export it exports 1 page of the report and cuts off all the other rows. How do I get the report to export all of the data in the analytics report (like the old Time Sheet Summary used to do).ThanksJon

632

9 months ago

RMG.TDATop Contributor

asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch for User Creation

Hello everyone,For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch.I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders.I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation:$UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $DomainTo get the result john.smith@company.local for example.Does the app just accept the command as raw input? Or do I need to dress this up somehow?

580

9 months ago

yvettecohenCommunity Debut

asked in How do I....?

Seeking Advice from the Freshworks Community: Integrating with WordPress

Hey Freshworks Community!I hope this message finds you all well. I'm reaching out with a query and hoping to tap into the collective wisdom of this amazing community.I have a client with a WordPress website https://easystatuscheck.com/ offering SASSA status check services, and we're exploring the possibility of integrating Freshworks tools to enhance their overall customer experience. Feel free to drop your thoughts, recommendations, or any relevant resources in the comments below. If you prefer a more private conversation, you can also reach out directly. We're open to collaboration and excited to learn from the Freshworks community!Thank you in advance for your insights. Looking forward to hearing from you!Best regards,Yvet

381

9 months ago

Charles RoyeCommunity Debut

asked in Employee Onboarding

Navigating Challenges in Novel Work Environments

As we continue to adapt to the ever-evolving landscape of our work environments, I find myself pondering a nuanced question that I believe merits our collective insights and experiences.Given the dynamic nature of contemporary workplaces and the rapid integration of technology, how have you successfully managed the balance between embracing innovation and maintaining a sense of stability within your professional roles? Additionally, what specific strategies or tools have you found most effective in fostering resilience and adaptability among your team members during times of significant change?

261

9 months ago

ntourtillottApprentice

asked in How do I....?

Changing From Email for Change Module Only

For the email notifications that get sent either through the workflow automator or the email notifications built in FreshService, I want to be able to send using xxx@company.com , but it defaults to using the primary mailbox. Is there a way to update this?

173

9 months ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

workflow that can read an email header

Has anyone tried to write a workflow that will take an email and extract the Sender’s email address into a variable.e.g. when John Smith sends an email into Freshservice, John is made the requester. I want to capture that function as a variable. TIA!

1954

9 months ago

RazorSkilled Expert

asked in Automations

Forcing Note From Agent

Is it possible to force Agents to add a note to a ticket through automation?I want to make it so that if an Agent escalates a ticket to a specific Agent Group that they are forced to populate a note on the ticket.I can see many ways of adding a note to a ticket through automation but none that force the Agent to populate the contents of the note, is this sort of functionality possible or should I be adding a mandatory text field to the ticket fields?I’d rather not do the latter as it’s just duplicating built-in functionality for the sake of it.

2856

9 months ago

HarshvithaApprentice

asked in Freshdesk Integration

integrations with 3rd party application to freshdesk

Configure a serverless app to sync basic contact details from 3rd party application data to Freshdesk on user or contact creation. Custom script is needed for the creation of custom App

280

9 months ago

brendonhTop Contributor

asked in Assets

Can't select a vendor

I am entering a new asset.The Vendor drop down shows no vendors (but I have some loaded).If I add new above the vendor drop down, I can add a new vendor, and it then populates the field.However, if I add new and enter an existing vendor, I am told it is a duplicate.So I know that the vendor table is being validated against when adding a new one, but it isn’t populating the drop down for selection purposes.

471

9 months ago

McGrApprentice

asked in Employee Onboarding

Creating AD Users based on custom request form

Very much a newbie to this, but absolutely struggling to figure out where to begin. I’ve created a custom service request form for employee onboarding. With many custom fields to boot. Two such fields would be “New Hire First Name”, and “New Hire Last Name”but this is what’s confusing. From the documentation surrounding the AD orchestration app it would seem I could use a filter to pick up the data and deliver it into the payload. But how do I do this?The examples show {{ticket.ri_cf_name}} however, does that mean I should use request.ri_cf_Employee_first_Name or is there a different way to identify the fields used in the form that I want to use?

792

9 months ago

Kaley WhiteContributor

asked in Portals, Emails & Other Channels

Error 505 when submitting Freshworks Community topics with tags

I contacted support about this, and they recommended that I post it here for Freshworks developers. When I attempt to submit a topic with several tags, I get a 505 “internal server error.” Two HAR files are attached: one for a successful submission using two tags, and one for a failed submission using three.

150

9 months ago

mirizymnyApprentice

asked in How do I....?

Portal Customization

On my freshdesk Homepage I have a white box above the footer and I do not know how to delete this or customize it. I cannot find anything in the branding settings. Please find a screenshot attached. I am looking forward for any support! Thank you so much!

542

9 months ago

Ahmed AliApprentice

asked in Apps and Marketplace Integrations

How to POST files through a Zapier Webhook

I am having trouble POSTing a Webhook from Zapier to FreshworksCRM. In my Zap I am trying to POST a file (from GDrive) to the FreshworksCRM API, which works perfectly via Postman. Entering all information in Zapier gives us the error message 400 - Bad Request. I was assuming that Zapier is changing something in the POST Request which I can not see in the frontend - which is not the fact as the support told me. linkIn Postman I am using the headers authorization:Token token={{APItoken}},Content-Type:multipart/form-data and content-type:multipart/form-data; boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW.For my Form-data I am using the file in Postman which I upload manually, as well as the targetable_id and the targetable_type.Does anyone have an idea why I can not make it work in Zapier?

3192

9 months ago

MomeniApprentice

asked in Freshservice – Sweden User Network

Status updates from Jira

Hi, I have set up integration to Jira and the status mapping isn’t working properly. And also, the statuses to pick from in the setting is translated into local language. I hope someone has a solution for this :) The yellow marked aren´t mapped. The Jira field in Freshservice is correct but the state is not

172

9 months ago

SpeedRacerTop Contributor

asked in Automations and Workflows

Single-line custom text fields not available in Analytics

I created a custom Single-line text Ticket field.I want this to appear in reports I create in Analytics, There currently is no option to include these fields.Are there any plans to allow this? It seems logical that people would expect to be able to use these fields in reporting. Thanks

56614

9 months ago

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