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2188 Topics

freshNoobie
Apprentice
freshNoobieApprentice
asked in Ticket & Workflow Management

Releases triggered by change window start time

Hi All,I’m new to Freshservice and I have been trying to get a full end to end workflow to do automatic release deployment based on the change management window.I can get the release to deploy if I login as an agent and just change the status and trigger an event, but ideally I want it all to be automated and have it triggered based on the change window condition = true. What I’m hoping to achieve, not sure if this is possible:Change request is created Change request is approved, planned start date = Mon 2:00pm (example) A release is mapped to change request above A scheduler is looking for changes meeting the condition above Change condition (planned start date) = Mon 2:00pm Change event triggers a release deployment  Release has an automation webhook to post to an api Deploys release Api returns response Closes ticket and sends a notification to the operator that the change was a successAny help would be greatly appreciated.

1
viswanatha.mehta
Community Debut
2 years ago
lhunath
Contributor
lhunathContributor
asked in Ticketing & Agent Productivity

Unreliable newlines when composing reply message, especially around images.

When composing reply messages, newlines are handled very poorly and unreliably:Sometimes pressing enter does not insert a newline. Pressing it again then does insert the newline. Sometimes what looks like a newline in the message composing window results in a message without a newline. Sometimes what looks like a newline in the message composing window results in a double newline in the message.I don’t have exact examples for all, or exact ways to reproduce, but the issues are especially prominent when also inserting images. Note that they are not EXCLUSIVELY around images. For example, here are some screenshots of me composing a long message with some screenshots:The result is a very poor and unprofessional look for my customers.

2
lhunath
Contributor
2 years ago
vikas.mahesh
Apprentice
vikas.maheshApprentice
asked in API and Webhooks

How to send Attachments added to comments and not as hyperlinks

when I send latest public comment in email, it sends the attachment as hyperlink and not as an attachment which is causing issue of logging in again to freshworks. Can you suggest any way to send comment attachment through API or email?

0
vikas.mahesh
Apprentice
2 years ago
S
Apprentice
sam1234Apprentice
asked in Ticketing & Agent Productivity

Have 'dropped' or larger attached files automatically sent to dropbox

We face an issue where customers decide to reply to email with attachments of around 22-25MB and while Gmail can handle them, they are always dropped in Freshdesk.  We want to be able to still capture these attachments somehow. Is there any solution to have that IF file attachment is being dropped by Freshdesk to have those files automatically sent to our dropbox instead and put a link or note in the reply/ticket that files has been dropped but they are available to be viewed/downloaded from the following link instead: (_insert dropbox link_) To be clear: We don’t want to upload our large own files in tickets. We just don’t want customers succesfully sent mails including attachments to be dropped outside of Freshdesk and rather be able to capture them somehow without manually logging into gmail client and search for the attachment. 

0
S
Apprentice
2 years ago
Ahmedmaher701
Apprentice
Ahmedmaher701Apprentice
asked in Portals, Emails & Other Channels

Fresh Desk HTML features

Is the HTML page in Helpdesk same as the HTML language i can learn or is it limited to certain features?

0
Ahmedmaher701
Apprentice
2 years ago
NOG558
Apprentice
NOG558Apprentice
asked in Ticketing & Agent Productivity

Some Freshdesk tickets not populating for some agents.

Myself and a few other colleagues have been having an issue where some tickets don’t populate on a specific agent’s Freshdesk unless it’s searched for manually. To counter this happening all notification/alerts are active, cache/cookies are cleared. Even with all this, the new ticket (which a random but specific agent can’t see) is not being alerted  in notifications to the affected agent.  I’m just wondering if this is a known bug and if there is also a workaround to solves this? Kind regards, N 

2
Keer
Community Debut
2 years ago
C
Contributor
CarportwerkDContributor
asked in Ticketing & Agent Productivity

Freshdesk Search does not show all tickets

Hi there,we have a problem with Freshdesk. Unfortunately, when we search for an email address, not all tickets are displayed. The open ticket does not appear in the search. No filters are set. When I open one of the closed tickets, the new ticket is displayed on the right in the timeline. Does anyone know why this is?Kind regardsD.

2
C
Contributor
2 years ago
jmcmor
Apprentice
jmcmorApprentice
asked in Automations and Workflows

Is There a way to send an agent notification email when someone new signs up via the portal?

Is There a way to send an agent notification email when someone new signs up via the portal?

0
jmcmor
Apprentice
2 years ago
R
Apprentice
Rawlin HApprentice
asked in Analytics, Reports & Dashboards

First Response SLA % & Average First Response Time

If an agent generates a ticket out of a Fresh Contact call it defaults the ticket into open status. Even if the ticket doesn’t warrant an email response and has a later resolution time, if it exceeds the 3h SLA target for first response it impacts my agent’s SLA metrics. Is there a way to bypass/mitigate this?  

0
R
Apprentice
2 years ago
caygri
Skilled Expert
caygriSkilled Expert
asked in How do I....?

Billing just for the need

I have Freshdesk Omnichannel and now I need 2 license only for freshdesk.  I talk with billing and seem is not possible choose different type of license for operator.  

0
caygri
Skilled Expert
2 years ago
D
Apprentice
davidatndc.orgApprentice
asked in Apps and Marketplace Integrations

Freshrelease for Freshdesk

I’m new to Freshdesk, but I can’t figure out if FreshRelease is still usable as an integration with Freshdesk. It would give me everything I need, Ticketing for CS, and then when there’s an escalation would allow me to put the ticket into a larger plannable task or project.

2
D
Apprentice
2 years ago
K
Top Contributor
kgnallTop Contributor
asked in Ticketing & Agent Productivity

Canned form link doesn't work for some customers

Has anyone experienced the issue where customers who are sent a link to open a canned form say it doesn’t work? It’s not all our customers who are sent a link, just some. We are asking for some information to troubleshoot. Meanwhile I wanted to see if anyone experienced it and have a solution.

0
K
Top Contributor
2 years ago
robertkgaudet
Apprentice
robertkgaudetApprentice
asked in API and Webhooks

How do I add a custom field via Widget API?

<script>        window.fwSettings = {            'widget_id': 67000000128        };        var url            = window.location.href;        var systemName    = "VuPoint Ticket";        var pathArray    = window.location.pathname.split('/');        pathName        = pathArray[0];        if (pathName)        {            switch (pathName.toLowerCase) {                case "asset":                    systemName = "Asset Manager Ticket";                    break;                case "servicequote":                    systemName = "Service Quote Ticket";                    break;                case "order":                    systemName = "Order Ticket";                    break;                case "customer":                    systemName = "Customer Ticket";                    break;                case "newproductquote":                    systemName = "New Product Quote Ticket";                }        }        FreshworksWidget('prefill', 'ticketForm', {            type: '${sys

1
hemanth.ramya
Community Manager
2 years ago
K
Apprentice
kimmacintyreApprentice
asked in Automations and Workflows

Email Notifications

Greetings, I am an agent an have all my notifications turned on. I am not receiving an email notification when a user responds/updates their ticket. Does anyone know why this may be happening?Any direction would be appreciated. Kim

3
hemanth.ramya
Community Manager
2 years ago
K
Apprentice
KZawodniakApprentice
asked in Automations and Workflows

Workflow Automator Add "Any" Watcher

I couldn’t find a description for this option the workflow automation solutions.For the “Add Watcher/s” interaction, the bottom option is “Any”. How does “Any” decide what agent to add as a Watcher? (I’m actually looking to set up a workflow to add any agent who responds to a ticket as a Watcher, or ideally only certain types/groups of agents, so if there’s any answers for that I’d appreciate those as well. I saw a thread from years ago that mentioned setting up a webhook, but I’m not sure what the configuration would be)

1
S
Community Debut
2 years ago
J
Top Contributor
JCCTop Contributor
asked in Assets

Software Licensing

Hi AllI have started to use Freshworks for Software and Licensing. Does anyone know if I can import a CSV with the users I have licensed in Azure. There is an option to import assets from a csv but I can’t find one for Software. Thanks in advance. JC

2
J
Top Contributor
2 years ago
M
Apprentice
Mark BissellApprentice
asked in Analytics

Is it possible to report on asset relationships using analytics?

The team are getting to grips with linking assets together with appropriate relationships and the relation ship maps are good but I’ve been asked by a manager if it’s possible to extract reports based upon the relationships which link various assets.I’ve looked in analytics and can’t see how this can be done but I’m fairly new to Anlytics so I could well be missing something obvious.We have public IP address ranges associated with Firewalls and these firewalls in turn associated with particular sites (using relationships between them) and I was asked if it was possible to pull a report out of analytics that could highlight gaps - ie Public IP address ranges that are not related to any firewalls etc.All help/ suggestions gratefully received   

1
sanofar.allahpichai
Community Debut
2 years ago
hafizhussain
Apprentice
hafizhussainApprentice
asked in Ticket & Workflow Management

Error's with Azure AD - Orch Add user to group with username

Hi all, i have a question which i wish to pose and need some advice, we have a workflow Automator to allow our HR collogues the ability to create new employee accounts via the Service Request module in FreshService.  All this while the “ Azure AD - Orch Add user to group with username “ is working fine especially when adding users to mail enabled security distribution list. Ever since 25th October 2021 , we have been receiving errors in return , error is as followed. (Cannot Update a mail-enabled security groups and or distribution list.)  Does anybody face the same issue, We need them to be added into mail enabled security DL primarily because each DL has its own unique License / Permissions settings.  

2
Suz
Community Debut
2 years ago
D
Contributor
dp_devaprakashContributor
asked in Ticket & Workflow Management

Workflow Automator : Can we execute external Application POST API call using webservice node in FreshService

Hi Experts/Gurus, Wanted to check if we can implement the following business use case in Fresh Service using the workflow Automator & webservice node?When Service request (ticket) is created & approved in fresh, can we push the ticket details (requested for , requestor, ticket id, requested items) to third party application using post api call? Thank you in advance /Deva

3
Glavin Crasta
Top Contributor
2 years ago
Jcircuit
Apprentice
JcircuitApprentice
asked in Automations and Workflows

Field Manager - Move Field

Hi All,Is there anyway to modify the fields in the requestor portal so the text box size can be shorter? For example the Contact Number text field is way to long and takes up the entire width of the screen which is unneeded. Also, is there a way to make certain fields appear next to each other? For Example, have the priority and urgency field be side by side instead of one above or below the other.

1
hemanth.ramya
Community Manager
2 years ago
M
Apprentice
mgaertnerApprentice
asked in Portal/Knowledge Base

Child Tickets vs Tasks

Hello FreshService Community!We have been in the process of rolling out ITIL framework and FreshService to our five internal IT teams (Network/Support/Development/PM/AV) and in the process, each team has started to delegate incident and service related items in different ways.  Some are using child tickets exclusively, some are using tasks exclusively, and others are using a hybrid of child tickets and tasks.  We have run through a few scenarios, and have worked with each of these individual areas and have found their point-of-view (visibility/organization/flexibility) of each to be valid. However, when it comes to reporting and communication between each of them, we run into inconsistent data and visibility, respectively.  This causes executives to question the reporting data accuracy, and confusion on which methods of communications are used by individual teams.Communication between the teams is also heavily reliant on the additional communication methods (like Teams/Outlook).  As we

1
Glavin Crasta
Top Contributor
2 years ago
A
Apprentice
arrianeApprentice
asked in Portals, Emails & Other Channels

Auto BCC feature is not working

Normally, when we cc the group email add, we get the email in our personal accounts. Now, I have enabled the auto bcc feature but I am not able to see the emails in my personal account. Is there a difference in the way Freshdesk handles cc and bcc?Is there a way to do an auto cc instead?  

4
A
Apprentice
2 years ago
S
Skilled Expert
Sophie MurgatroydSkilled Expert
asked in Analytics, Reports & Dashboards

Freshdesk Analytics - Contact Information

Hello, does anybody know when contact information will be available in Analytics reporting? 

0
S
Skilled Expert
2 years ago
charmar
Apprentice
charmarApprentice
asked in Automations and Workflows

Round Robin Group Assignment

I am looking for a way for tickets to be randomly or round robin assigned to groups.For a bit of context - we are a Helpdesk that is fully staffed by volunteers and they all take the same type of tickets. The reason for having different groups is that we are introducing supervisors who will each have their own team of volunteers and we want them to have their own groups to make it easier for them to measure their teams performance. Therefore it’d be great if tickets could be assigned to ‘team 1’ then the next one to ‘team 2’ etc. Any ideas on a solution for this?

0
charmar
Apprentice
2 years ago
R
Apprentice
rubens77Apprentice
asked in Ticketing & Agent Productivity

Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available? 

3
R
Apprentice
2 years ago

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