Ticket & Workflow Management

Has anyone been able to trigger the onboarding process (create a parent ticket in the onboarding module, instead of hiring manager completing initial portal request) by having an email in to Freshservice. We currently have an email from our HR platform that sends an email when there's a new starter and i want this to trigger the request and for Freshservice to then create the next email out to the reporting manager to complete his sections on the onboarding ticket via the portal. Thanks Dan

So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID For Each (Associate Asset) { IF Associate Asset includes desktop Email Desktop

Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?

Hey everyone! I wanted to share something cool I came across — an unofficial Freshservice API v2 SDK written in Python. freshservice-sdk-python · PyPI If you're working with Freshservice, this SDK can simplify your life by letting you easily interact with the API. It currently supports resources like Tickets, Changes, Problems, and Tasks, and it’s definitely worth looking into! I’m just picking it up myself, but I wanted to spread the word. Here’s a quick rundown: Supported Resources: Tickets Changes Problems Tasks (related to tickets, changes, and problems) If you’re looking to automate your Freshservice workflows, this SDK is definitely worth checking out. Let me know what you think. Enjoy!

Hello all, I have a workflow based on tasks, the flow is as follows: However, the action is not executed. When I look at the condition, I have correctly specified the following, in this case, a -1. This is also clearly visible in the task 'Planningstask’ in my ticket: Does anyone have an idea of what I might be doing wrong? This is want I want with the workflow: When the task planning has has been completed and if a service item contains any of those words, perform an action.

Hi,By consideration for GDPR. In our onboarding SR tickets we have custom fields that contains sensitive data. Is it possible, using workflow and automation, to create a task that clears all data in these fields when the SR ticket has the condition closed?

A change has been made on the way the categories can be set in FreshService that have a negative impact and do not help improving efficiency. It is the opposite instead. Before it was extremely easy to do in bulk using plane text, as you could define the hierarchy using indentations. This allowed for easy management and to keep track of changes by saving a copy of all of them before major changes were made. Now that is not possible to achieve and if one wants to create a copy (or a backup) of the categories before a major change, one would need to copy them one by one, making it an extremely laborious and time consuming task. The change is understandable as it may look nicer, and it allows to make some modifications in bulk, but only per level. But is not efficient in the practical sense. Our recommendation would be leave both options available, the later and the new one. So one can use the one that is more convenient depending on the scenario. Thanks.

We’ve just updated our customer portal and now our users don’t see the Description box on the Request Support card. We’ve checked the Global » Field Manager >>Ticke Fields and Description is required for the ticket to be submitted and is displayed to requesters. I’ve tried making a Requester group but that doesn’t change the behavior. I see the same behavior in both Agents, and Requesters and non-logged in users. It feels like this is something simple but I cannot find it.

In a Workflow it is simple to add a Condition based on the Field that a Ticket was sent To a particular Email Channel. This creates a condition called something like ‘Ticket fields.to email’ etc I want to use the To Email field in an Expression Builder, I cannot find the placeholder to use. I have searched the options in the Workflow user interface and the List of Dynamic Placeholders article, but I find nothing. I tried guessing the Placeholder syntax, using the dialog shown above for the first and the Ticket API fields for the second {{ticket.to_email}} {{ticket.to_emails}} but neither of these returned the data in the Ticket Field ‘To Email’. Does anybody have any suggestions?

Hey guys, When I tried to use APIs in Workflow Automator to enable manual update on due by field and then update ticket’s due by & first response by with value from custom datetime field using placeholder, the date time is not the same as the value I put in the custom datetime field. Let say my time zone is set as GMT +8 (Hong Kong), when the custom datetime field is 2021-12-31 00:00, the ticket’s due by will be updated as 2021-12-31 08:00, which should be 2021-12-31 00:00. I checked that the value from custom datetime field placeholder has the correct time zone information by just adding the placeholder value as note content, and it shows “Fri, 31 Dec, 2021 at 0:00 GMT +0800”. Please advise if I have done anything wrong.

Hello everyone. I hope y’all are doing great. We are currently adapting a new way of automating our service requests approvals/assignment/prioritization etc... We are creating specialized workflow automators that handle specific tasks, rather than creating big workflows or a workflow for each SR. Kindly check this video for reference: Powerful Automations in Freshservice_Community Event (1) Issue: For some reason, this workflow is not triggering even though the event trigger and the conditions are met. Please see screenshot below: I would love if someone can help with this as it will allow our company to build up the foundation to efficient Service Requests automation. Thanks in advance

I recently created a new workspace and now have the following setup primary workspace - WS1new workspace - WS2 global form fields for category I have the following options:cat1 with no subcategoriescat 2 with sub1, sub2, sub3 subcategoriescat 3 with sub4, sub5, sub6 subcategoriescat 4 with sub7, sub8, sub9 subcategories for workspace WS2 - is there a way to only display categories cat1 and cat3 when a new ticket is being created manually?for workspace WS1 - is there a way to only display categories cat2 and cat4 when a new ticket is being created manually?

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice. https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/ I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.

Hi folks. Hope everybody is doing great. Is anybody else also interested in having the Assigned Date available as a selectable field in the Tickets List View? In case you are, I’ve created such idea here for you to please vote: Ticket Column List - Assigned Date | Freshworks Community Regards, Elvis.

Hello,I’ve been trying to engineer a way to allow forwarding from a ticket to the email address of another Workspace and can see multiple ways of potentially achieving this but nothing is nice and everything feels a bit too hacky. In this example we have the current scenario:Agent on IT Workspace wants to forward ticket to Business Workspace. Email addresses are as follows:IT Workspace email- it@email.comBusiness Workspace email- business@email.comThird email address set up as a Requester- third@email.com My current method is as follows: Agent on IT workspace wants to forward ticket to Business workspace, Agent forwards ticket to third@email.com.PowerAutomate flow runs on third@email.com - catches this email and then takes the subject and body of the originating email and puts that into a Send an Email node to business@email.comMy issue here is that if I include anything from the original email (subject or body) it will ALWAYS update the original ticket instead of creating a new ticket

Hello, We were using {{ include_attachments }} in our workflows when sending emails and approval requests but it no longer works. Approvals requests no longer include attachments and sending emails using workflows also fails to include attachments: Hi {{approval.member.name}}, A new Service Request has been submitted for your approval. Request Summary {{ticket.subject}} (#{{ticket.id}}) Requester: {{ticket.requester.name}}Priority: {{ticket.priority}}Status: {{ticket.status}} {{ticket.visible_service_item_fields}} {{approval.comments}} {{include_attachments}} For Approval/Reject Link click here You can also approve/reject the request by replying to this email with only one of the following words as the first line of the mail - 'Approved, Approve, Rejected, Reject'. Regards,{{helpdesk_name}} Can you guys revert the changes you done? I guess the problem is that this url is no longer returning attachments which was working fine until two weeks ago: https://company.freshservice.com/api/v2/

What are people doing within their Freshservice instance to be able to create a Risk “questionnaire” or have you setup anything that can help determine a “Risk” assessment/calculation for change tickets? Example: A change ticket is created/submitted and before it goes to cab there is some procedure that will ask some questions and based off of those questions, the Risk level is calculated. Also, did anyone setup a business rule that if any asset has been deemed, critical based on one of its attributes, the ticket (incident, Change ) will automatically be assigned a specific Risk level. For change tickets this would be part of the risk assessment.

See title We are using the change calendar, or Work Calendar as it is called right now. We can filter on the right to show the preferred items eq Status or Agents. However, this filter is not saved so every time we open the calendar we need to re-enter these options. We would like to save a specific view but this does not seem to be possible. Is this a bug? Or should this be a feature request?

Hello everybody, we are facing an issue with the new version of the agent search for service requests. To find the correct article we are using three digit codes as unique keywords. Before the search update, we only had one result per code and since our agents are used to this behavior that all relevant results are shown together, they are not satisfied with the new usability. For the requester search it still works as before the update with only one exact result: We can understand that it is an improvement to show other results that might be relevant to the search term, but we really think that these results should be separated from the most relevant results in the user interface. Does anyone else have this problem? Best, Larissa

Hello All ! We are facing bounce back an email issue due to spam in Freshdesk Ticketing tool when reply to ticket. As i have whitelisted its domain and email in O365 but still getting an issue. Can anyone tell how to fix this an issue or its from Freshdesk side? Regards, Abhay.

It appears that the default setting is to notify end users their ticket was resolved or closed. However, this end user is not told what resolution was to their ticket. Unless I am missing something, why would you not tell the end user what you did to resolve their ticket? Currently it is impossible to add a resolution note, unless you manually type it out. We process tickets that have a standard resolution, our previous system we are converting from automates all of this, we just need to choose a specific item. It adds the pre-created resolution and resolves the ticket. End users right now, just get an email that says Your ticket - ticket subject - has been closed. We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email. If this ticket was opened two weeks ago, I would have no idea what it was about. This seems like a failure on a basic feature.

Hi, I used to have a workflow that triggered an email to the line manager of the name of a person that was selected from a drop down option within a service item. See example below. (The approval would go to the line manager of the person selected in the 2nd drop down field and not the original requester) The workflow now no longer works and I am unable to fix it - is anyone able to advise how I can set his up again? Many thanks

Hello, my customers can't create a ticket as they always get the same message: You have been restricted from creating a ticket. Can you help me?

I have CRM alerts sent to Fresh Service for my team to monitor when something is off. If five different tickets are sent, and I decide I want to merge four of them into just one ticket for reporting and cleanup. However, I need to ensure that the status on the four merged tickets gets updated to “Merged,” so I can exclude them from weekly reporting, and the downside is going in and updating this manually... every...single...time. Does anyone have a workflow automator they use for situations like this? Thanks for the help!

I am trying to automatically raise an incident ticket when an alert is raised. I have a simple workflow to attempt this but it isn’t bring triggered. Help appreciated. New alerts are generated, however no incident ticket is raised. The “Activities” section of the alert has no log of the trigger, and the Alerts Workflow Automator section is missing an “Execution log”, so feel a bit lost.