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gregmApprentice

asked in Freshdesk

Realtime reporting in Excel -- linking to Fresdhesk, not using csv dumps

I’ve seen this question answered in the past but those topics were several years old. Curious to know if there’s any better answers currently. I don’t see if there’s any native way to create a realtime connection to the data like doing ODBC. I’d like to be able to query the underlying data in realtime to refresh reports and not have to reply on manually updating CSV dumps. If we do have to go with a third party pay solution, are there any recommendations? Thanks!

14 days ago

yeestradaApprentice

asked in Freshdesk

Help widget http call always response is "widget_id_not_given"

Hi, I am newbie with freshworks, and I am trying to use the help widget, I have an embedded code for the widget, but it always get an error and when I check the call it made to he API, the response is always "widget_id_not given". Has this happened to anyone or can you help me?

14 days ago

TaniaSuApprentice

asked in Freshservice

Customer Portal Customization - Add all outstanding Onboarding Requests

Hello all,By default, a list of onboarding requests with pending approvals are displayed on the home page of our customer portal. I’m wondering if anyone has done customizations to include Onboarding requests in progress. I’m looking to display all of the onboarding requests that are still outstanding instead of just the ones with pending approvals. I’m aware that these can be accessed through the dropdown but looking to make them more accessible. Thanks!

15 days ago

derymhApprentice

asked in Freshdesk

How to do ticket escalation L1 to L3 and L2 to L3 on Freshdesk

Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue? Regards & Thanks Dery

15 days ago

BraulioLinaresApprentice

asked in Freshchat

INVALID JSON RESPONSE

I am trying to create an API to query a list of products, however when I try it it returns me that the JSON format is invalidCould anyone help me please?The format of what I expect to get in response is:{ "data": [ "M-828", "M-854", "M-485", "M-499", "M-831", "M-852", "M-1118", "M-525", "M-528", "M-538", "M-1555", "M-1556", "M-2051", "M-2053", "M-2117", "M-2059" ]}

15 days ago

odshh77Apprentice

asked in Freshchat

App Crash

==> DELETED <==Posted to the wrong forum, please ignore, thanks!

16 days ago

AndreaLopezCoronaApprentice

asked in Freshdesk

How to connect to a private API using a authorized domain

Hi everyone Hope you are doing well. I need your help for this issue: I need to connect to an API, this API is private and you can connect with the API using the authorize domain wich I provide to the owner of the API ( in this case the authorized domain is my instances of Freshdesk Omnichannel ). Now my question is: To connect with this private API i need to put the url domain of the API and the url of my instances in the whitelist domain to indicate that the request will be from my instance. Is that right ?Once again thank you so much for your help.Regards

16 days ago

jamsun12Apprentice

asked in Freshdesk

Freshdesk moderators team

Hello All, I am jansom. I am new to this community. I'm a Software Strategist & Digital Marketing Specialist. When I'm not working, I like to go off roads, do adventure sports, and try new cuisines. I find technology very intriguing and would love to share ideas to make this globe a better place to live. So right now I just looking for some CRM forums & communities and I got this. But I couldn't find an intro or new member thread, so if its not against the community guideline so love to start new one. So I'm starting with me, I would like if others will also join. Here Is my Website. Thanks & Regards

16 days ago

daniel.soderlundSkilled Expert

asked in Freshservice

Approval function missing "Content unavailable"

Hello I’m trying out some approval WFAs and noticed that the option/result for the approver are missing. -It only say “Content unavailable”I see the status of the approval and have the option to approve.

17 days ago

JVRApprentice

asked in Freshdesk

maghedTop Contributor

asked in Freshservice

Add relationship as part workflow

Hi, Is it possible to automate creation of relationships as part of a workflow? For example if a user orders a service (not hardware/software) and I would like to track the fact that the user is consuming that service in CMDB for helpdesk to have that insight in case of incident etc.

17 days ago

BobbyBMoreTop Contributor

asked in Freshservice

Out of the Box Ticket Automations and Templates?

Hello All - Please see the Academy training video here: At 3:08 she explains how when you reply to a ticket, it should auto assign unless an admin disabled this automation. This automation does not exist and I see no record of it.At 7:35 she explains how when an end user replies, the ticket status changes back to Open and the SLA clock starts again unless the automation was disabled by an admin. This automation does not exist and there is no record of it.Are these automations out of the box and should they be in my environment? They are not listed. Is there a repository of ticket automation templates that I can view and “import” into my environment? Thanks

17 days ago

webervr1Apprentice

asked in Freshservice

Pulling date from body of request, placing it in ticket name

Not strong with API, but I want to pull a date from the body and place it in the ticket name. In the body : Effective date: <date here> I’d like to copy this text to the ticket name so that I can easily prioritize tickets based off effective date. I hope this makes sense.

17 days ago

v.annnpsContributor

asked in Freshservice

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?

17 days ago

pb1994Apprentice

asked in Freshservice

Azure AD Provisiong Failure

First all users were created but now get an for forbidden for every try. EntrySynchronizationErrorErgebnisFailureBeschreibungFailed to match an entry in the source and target systems User 'PB@mink-buersten.com'ErrorCodeSystemForCrossDomainIdentityManagementClientNonServiceFailureErrorMessageReceived response from Web resource. Resource: https://scim.freshservice.com/scim/v2/Users?filter=userName+eq+"PB%40mink-buersten.com" Operation: GET Response Status Code: Forbidden Response Headers: Connection: keep-alive Access-Control-Allow-Origin: * Access-Control-Allow-Methods: GET, POST, OPTIONS, PUT, PATCH, DELETE Access-Control-Allow-Headers: X-Requested-With,content-type,Authorization Access-Control-Allow-Credentials: true Date: Thu, 28 Jul 2022 20:48:18 GMT ETag: W/"60-qiag1d2/y4DPf/mU08+UKnN3p+Y" Server: nginx/1.10.3 (Ubuntu) X-Powered-By: Express Response Content: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":"Oops! Some error occurred"} . This operation was retried

18 days ago

PGauravTop Contributor

asked in Freshservice

Azure Devops - custom fields mapping

Hi team,I am trying to create a work item in Azure Devops using Workflow automation. For creating an issue there are couple of Custom fields which are mandatory to fill. Since those are custom fields those are not visible. Is there any way to pass relevant values to those fields?Any pointers will be helpful.Thanks in advance!

18 days ago

gary.swansonApprentice

asked in Freshservice

Report with a list of tickets based on status

Analytics is driving me crazy. I need to produce a list of tickets based on the ticket status that can be sent to leadership. This shouldn’t be this hard, is it even possible? It seems like the only thing that can be produced in Reporting is graphs.

18 days ago

pprotoApprentice

asked in Freshservice

Asset not appearing in inventory despite agent installed and running

We have assets (both Windows and Mac) that are not appearing in inventory despite the agent being installed and running. Anyone else see this behavior? It’s only a select few, and they had the same agent installed as the ones that are working. TIA

18 days ago

mythumbsclickTop Contributor

asked in Freshservice

Major confusion with CC function with Freshservice

Hi guysIm struggling to get to grips with the CC function in Freshservice and wondering if the community can help (after being none the wiser with Freshservice support)Email NotificationsMy testing has shown that CC’d users only get email notifications on the followingNew creation of a ticket that the user is CC;d to Agent replies to the ticket Comment by the requesterCC user does not get email notifications when an agent adds a public note to the ticket. Is this correct/by design?I have also noticed that when the agent replies, the email notification template used for the CC’d user is Agent Reply Template. This template is also used for replies to the requester. My Agent Reply Template has configured in the body of the email, the Private ticket URL of which the CC’d user cannot access. Is your Agent Reply Template configured with the public or private url? Please can you check this as I am not sure if i have deviated from the default that Freshservice set.Public ticket urlI have only

18 days ago

NicyApprentice

asked in London CX User Network

Is it a mistake that Freshdesk makes VAT numbers mandatory when signing up?

So we were ready to sign up with an annual plan, had the card ready and then hit a peculiar road block we’ve never seen before… Freshdesk make it mandatory at checkout to enter a VAT number.Of course, being based in the UK - we have never needed to have one. Not all businesses need one and even Zendesk realises that because it is optional on their checkout like usual.Is this decision of Freshdesk to enforce VAT numbers based on a misunderstanding of UK business regulation or is it something else? I’m kind of hoping it is something else because I am extremely intrigued at the reasoning and I love a weird story, like maybe they hate business which don’t want to have an optional VAT number or something haha.Dying to know.Thanks.

18 days ago

burgervrContributor

asked in Freshdesk

Automated ticket close after no movement for more than 30 days

HiHow do I set up a automated time trigger rule to close ticket that had no movement on them for >60 days.It seems any ticket that had no movement on them for longer than 30 days is not being considered for and of the timed automation rules.Note: I am aware of a app like bulk update light. I am looking for a fully automated solution that I can set up and leave to run.Thanks

18 days ago

MooiweerApprentice

asked in Freshservice

Freshservice and Intune Asset Sidebar

Greetings Freshworks community, I have a problem with intune in freshservice see screenshot below: In de sidebar of an asset there is an apps menu with intune option but as you can see it does not work.Intune is setup properly following the guides and this is the only feature that doesnt work, What could be the problem here?

19 days ago

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