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Unanswered questions

2190 Topics

fabioboris
Apprentice
fabioborisApprentice
asked in API and Webhooks

No "link" header on contacts API endpoint

Hello,We have two different Freshdesk instances.One of them doesn't return the "Link" header on https://instancename.freshdesk.com/api/v2/contacts?per_page=100, so we can't get next pages from API.I've read the documentation here and here and can't find any solution.Can anyone help me, please?

0
fabioboris
Apprentice
1 year ago
B
Apprentice
Brendan_HelixApprentice
asked in Analytics, Reports & Dashboards

Sort Tickets by Time Logged?

I would like to be able to keep track of unresolved tickets that have a lot of time spent, is there a way to sort unresolved tickets by most time logged?  Thanks in advance!

1
C
Contributor
1 year ago
M
Apprentice
marcojxApprentice
asked in API and Webhooks

Cannot use API Key when user is not connected

Hello,We are subscribing Freshdesk through an official reseller. We have no access to the API Key page.Our reseller provided us a key associated with a user, but we cannot perform any operation with the key if the user is not connected.Having used Freshdesk before, directly subscribing to Freshdesk, any user API key could be used even if the user is not logged in Freshdesk.Is this correct ? Is it an expected behavior of a user key generated by a Freshdesk reseller ?thanksMarc

1
Aishvarya
Community Manager
1 year ago
F
Apprentice
FreshWorkingApprentice
asked in Portal/Knowledge Base

Appointment Booking

Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?

3
zachary.king
Skilled Expert
1 year ago
J
Apprentice
johnlinuApprentice
asked in Automations

Additional supported attributes to create a fresh service ticket

Hi,We are trying to create fresh service tickets using mulesoft. We are using freshservice sandbox environment to create tickets. So far we are able to create ticket using the below attributes."subject" "description" "email""priority""status""custom_fields" : {   "application"   }We found additional attributes in the api specification https://api.freshservice.com/#create_ticket and tried to pass the below attributes in the payload with the given data specifications in link."group_id" "department_id" "category" "sub_category" "item_category"But we are getting the below error and would like know the supported attributes in the payload."Errortype": {      "identifier": "BAD_REQUEST",      "parentErrorType": {        "identifier": "ANY",        "namespace": "MULE"      } Let me know if I need to provide any other details. Any help is appreciated. Thanks,John Linu

3
J
Apprentice
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Analytics

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

3
C
Skilled Expert
1 year ago
M
Skilled Expert
mike.culbertsonSkilled Expert
asked in Apps and Marketplace Integrations

Software Assets, contracts and license keys

There aren’t as many one-shot, non-volume, license-key based desktop apps as there used to be, but they definitely still exist.When defining an app like this, where 3 seats means 3 unique license keys, aside from a custom paragraph field, how is one expected to record those keys and ultimately allocate them to requesters?Right now, these are the available types (none are correct) https://support.freshservice.com/en/support/solutions/articles/227988-software-license-typesAnd the only place to record a license key is a single text field under Software License Properties.What am I missing here?  Is there not a way to manage multiple keys?  

1
Rachel Cowan
Community Debut
1 year ago
MikeStadlman
Apprentice
MikeStadlmanApprentice
asked in Analytics, Reports & Dashboards

Freshdesk Reporting

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

1
Juliana Rozario
Community Manager
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
asked in AI & Bots

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

0
manns
Skilled Expert
1 year ago
Blair
Skilled Expert
BlairSkilled Expert
asked in Analytics, Reports & Dashboards

Reporting on resolved ticket by time band

Is there a way to get analytics to show time bands of when tickets are resolved?  On the other ticketing software there were default reports that showed closed time in certain periods, like # closed 0-5 hours, 5-24 hours, 1day - 7 days, 7days - 30 days, >30 days

1
Blair
Skilled Expert
1 year ago
Tshepo
Skilled Expert
TshepoSkilled Expert
asked in How do I....?

Define what complex / complicated

Hello Fresh Community,A rather open ended question from me.How do you define what complex / complicated issues look like - how do we manage these issues within your helpdesk environment?   ThanksTshepo

2
Tshepo
Skilled Expert
1 year ago
Adam Z
Apprentice
Adam ZApprentice
asked in Chatbot and AI

Repeating Hello Flow during chat sessions

Hi All, I recently deployed a self-serve bot to my company’s website and I have reports that while the chat session is open the 1st Hello flow I created triggers at random intervals (no rhyme or reason), sometimes it triggers itself at 8 minutes of session time, sometimes 14, sometimes 20 etc. To combat this I’ve added an inactivity timer so that if the session is inactive for 8 minutes it should trigger an end chat/inactive flow I created, however, the inactivity timer isn’t being triggered either. Any ideas as to what I may be missing?   

1
Adam Z
Apprentice
1 year ago
G
Apprentice
gmhApprentice
asked in Portal/Knowledge Base

FreshService Teams ServiceBot not allowing simple forms

When we first installed the ServiceBot in Teams, it would allow users to enter data into forms from within Teams. Now it is forcing everything out to the Portal. I am well aware that this is expected for certain form types, but it happening for everything. Is anyone aware of a setting which might be causing it to default to always go to Portal? Many thanks 

2
zachary.king
Skilled Expert
1 year ago
J
Contributor
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! 

1
zachary.king
Skilled Expert
1 year ago
D
Apprentice
dwilmotApprentice
asked in Deals and Pipeline Management

Deals list with multiple pipelines

In the Enterprise version we have several sales pipelines. If I want to view all my deals I can’t find a way to filer to see them that includes all deals regardless of Deal Pipeline. I have to choose each pipeline to see open deals for each. Is there a way to see all my deals regardless of Deal Pipeline?

1
Aishwarya Parthasarathi
Top Contributor
1 year ago
Anilkumarsahu81
Apprentice
Anilkumarsahu81Apprentice
asked in API and Webhooks

Unable to post File/Attachment from Salesforce to Freshdesk

Unable to post File/Attachment from Salesforce to  FreshdeskI want to push file from salesforce to Freshdesk. Im getting below error- 400 response  {"description":"Validation failed","errors":[{"field":"attachments","message":"It should contain elements of type valid file format only","code":"datatype_mismatch"}]}

0
Anilkumarsahu81
Apprentice
1 year ago
S
Apprentice
SprintTransport_DaveApprentice
asked in Portal/Knowledge Base

Portal: Rename Service Request

My users are totally confused about the difference between “Report an Issue” and “Request a Service” on our portal.We want our users to ONLY use Request a Service for IT Requisition items and NOT to report an problem with a piece of hardware they already have.How can I customize/rename the Request a Service section card? I’ve reviewed the customization and all I can find is the HTML below. How do I adjust the card data behind this?What I specifically want to achieve is to rename “Service Request” with “IT Requisition” and change the text from “Raise a request for a new device, software or service” to “Create a requisition for IT devices, software or services.”   <section id="cards-banner" class="banner-{{cards.length}}">  {{#each cards}}    <a href="{{url}}" class="card" {{#if external_image}} target="_blank" {{/if}}>    {{image src=img alt="" role="presentation" class="elem-inline-mid" }}      <div class="elem-inline-mid">        <h3>{{title}}        {{#if exte

2
S
Apprentice
1 year ago
Maidel
Apprentice
MaidelApprentice
asked in Portals, Emails & Other Channels

I have several portals. Can you help me separate the contacts according to the portal where they registered?

I have several portals and I need to know who has registered for each portal. It does not matter if they have or have not made ticketsI need some good practices, tips, strategies to achieve this.Has anyone been through this??

0
Maidel
Apprentice
1 year ago
Maidel
Apprentice
MaidelApprentice
asked in Portals, Emails & Other Channels

problems with the translation from spanish to english in the portal forum

 In my support portal, in the forum tab, when you change the language (from Spanish to English) some elements such as forum types: questions, announcements, are not translated. I attach a photo 

2
Maidel
Apprentice
1 year ago
ErikU
Apprentice
ErikUApprentice
asked in Apps and Marketplace Integrations

Microsoft Teams post in channel

I have been testing the Microsoft Teams integration, and the chatbot will send me messages with ticket updates in a chat.Is there any way for the integration to post new tickets to a teams channel, for everyone on the team to see?  

1
hemanth.ramya
Community Manager
1 year ago
C
Apprentice
Cristina RoldanApprentice
asked in Analytics, Reports & Dashboards

List of functionalities and restrictions for Analytics

Hello everyone I would like to know how to obtain a list of functionalities and restrictions for Analytics (for example: text fields, contact fields, etc cannot be obtained for Analytics). Thanks and kind regards

1
hemanth.ramya
Community Manager
1 year ago
caygri
Skilled Expert
caygriSkilled Expert
asked in Ticketing & Agent Productivity

Pay per ticket

Hello it’s possible activate pay per ticket?So client or operatore sent a link to pay. 

0
caygri
Skilled Expert
1 year ago
foxcubmama
Skilled Expert
foxcubmamaSkilled Expert
asked in Automations and Workflows

Automations on Spilt Tickets

Hello!I am coming up empty on this one. We have an automation set up to send a response when a new ticket is created.We also have an automation set up to send a response when a customer responds to an existing ticket. If a customer responds to an existing ticket and that response is split onto a new ticket they get two auto responses. how to stop the auto response on a split ticket?

1
Juliana Rozario
Community Manager
1 year ago
lasergojira
Apprentice
lasergojiraApprentice
asked in Portals, Emails & Other Channels

outbound email blocked

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

1
Pooja Bernice
Community Debut
1 year ago
SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations and Workflows

Supervisor rule: Send email notification to requester if no response after five business days

Currently we are using a supervisor rule which sends an email notification to a requester if they do not respond after five business days, it was created using the recommended method as below;  The issue is sometimes, usually over weekends, users get caught inbetween the hours since agent responded due to it being based on Business hours.The scenario is Friday 17:00 (no longer in business hours) comes and the hours since an agent responded is at 38For the supervisor role above the conditions are met, as its between 37.8 and 38.9, therefore the automation takes action, send an email to the requester.However because we are no longer in business hours the hours since an agent responded is still at 38, and will be until Monday 09:00This results in an email reminder being sent out every hour that the rule is ran.Is there anyway to prevent this other than setting the rule to work on calendar hours? 

0
SfrsDL
Apprentice
1 year ago

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