Ticket & Workflow Management

Hi, if user send a email and then recals the email two tickets will be created in freshservice. Is there a way we can delete both tickets in Fresh service

Hello, We have 4 workspaces in Freshservice as well as the IT function. Everyone can create child tickets apart from our HR department….. Any ideas why?

Hi Guys, Is there a way to use workflow automator to trigger an action if a service stage changes from one to another? For example, if the stage changes from Anything to Fulfilled then trigger an action? Much like with Service Request Approvals, if it changes from anything to approved then trigger an action. I cant seem to work out how to do it with a stage change on the requested item. Thanks!

Hi all! I’m looking for advice in the use-case of “adding To and CC in the same email”. I’m sure that a custom app probably would solve this, but I’m looking for a more out-of-the-box feature as it belongs in the system rather than a custom code. -- The way we solved it at first were to add two actions (separated for the purpose of below screenshot), first sent an email to the requester (1) and second sent to all CC’d users (2). The customer then returned with the ask of combining these two into one email where Requester and CC are separated (as they should be) in the email. The recipients of the CC email got confused as they were addressed as “to” instead of CC without proper relevance or context. I totally get that! 1: 2: Being curious and problem-solving I also tried to solve this using API - which highlighted another finding. By using Postman in a GET I’m returned with all CC’s as email addresses: { "ticket": { "cc_emails": [ "alexander.fredriksson@synerity.se" ], }} When I parse t

New FreshService admin here, so apologies if there’s a straightforward way to do this that I haven’t found yet. We are using a Location field for a ticket (for the user to select the building they are located at) and we have also created a custom Location field on our Service Requests. These are both set to use the Asset Location as the Data Source (so essentially its a drop down with around 10 items). When a new Service Request is submitted, we would like the selected Service Request Location to be stored into the Ticket Location (as we have made the Ticket Location a required field). I’m trying to setup a Workflow for this for when the Service Request is added. I don’t see a built in way to reference the custom fields in a Service Request, so it looks like a Web Request has to be used. Is this correct? Once I have the Service Request’s Location, how do I set the Ticket’s Location? I tried to setup an Action using the “Set Location As” action, but it seems this wants a specific value

Hello Team, I am a new user of Freshservice and I would like to know if there is a possibility to create a "Guest user" with the Azure AD Orch solution from a workflow ? I would like to request a dedicated service for the creation of Guest users in my company. Thank you in advance for your help.

Hi, This worked fine before, but now it has stopped.. I have a Workflow in each Workspace that is suppose to set Agent Group and Category based on the Requested Item on the ticket. I have this now: Ticket is raised → Condition: Requested Item is ITEM1 → Action: Set Group and Set Category I have confirmed that the Workflow is triggered by sending a test email to myself, including Placeholders to see if the Workflow finds the values I want to put on the ticket properties.

Hi Everyone, Do you know how I set the issue related to drop down so it always appears as finance and therefore, always the finance ticket configuration appears at first click. Thanks Dani

This is for Freshservice… I have a Catalog item with multiple Additional Items to select from. When those additional items are selected, it creates a child ticket. I am looking for ideas on how I can make those child tickets dependent on one of the other child tickets. Catalog Item is selected > multiple Additional items are selected > catalog item is submitted > multiple child tickets are created. Now we have a parent Service Request and multiple child Service Requests 1, 2 and 3. Before 2 and 3 can be created, 1 has to be resolved. Or maybe ability to pass a note from SR 1 to SR 2 and SR 3, and then agents working SR 2 and SR 3 would know when to proceed. Anyone have the need or figured out how to do something like this?

Hi, Can someone please help me create a workflow so that the ticket is either auto-assigned to whomever is resolving the ticket or forcing them to assign the ticket to themselves before closure. thanks!

Hi, I’m tryng to find a way to dynamically access custom fileds in Service Requests/Service Items. The scenario is this:I have several Service Items that users can request. Most of them can be mapped to a Servicde Request caegory via custom object but some of them (eg. User Creation) have a custom field that represent the third level of SR classification. Since the custom field is different per each Service Item I was looking for a way to first identify the custom field based on the service desk item and then extract the value and use it to update the third classification level of my SR via API. I’ve extensively tried via workflow but looks pretty “static” the way you can address the custom fields. Does anybody has some hints? Thanks Davide

Hi Folks! I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box. Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?! I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help. These are the 4 steps in my workflow I have setup… Event (1st step): Expression Builder (2nd step): Condition (3rd step): Action (4t

Would like to know if anybody has tried to create a workflow that would update an asset record, when it is associated to a ticket? My example is the following: A change ticket is created (example: decommissioning a server). If you associate an asset record to that change ticket, a workflow can be created so that when the change record is moved to implementation, or a trigger is activated, the associated asset record will be updated based on a selected field in the change form. Is this even possible?

We have a student work student pool of 15 students that log no more than 3-5 hours a week during semester. I would like to have a generic student ticket agent that all 15 can be assigned and work tickets through. is this permissable in the EULA? Adding 15 agent licenses would more than double our expense for the app and all 15 would probably only do the volume of half of one of our regular agents. Curious if anyone else is in a similar situation and what strategies they may have found to stay on the right side of the EULA. I just took over this ticketing package so I did not have the opportunity to ask as part of a sales negotiation discussion.

Hi everyone, We are currently using FreshService. To record phone calls we have set up a ticket form for agents to complete. We have a closure rule that a time entry must be added to a ticket before it can be resolved. Is there a way for have the time entry option to be added to the ticket form. The reason behind this is we are having to submit the ticket form and then go into the ticket list to enter a time and resolved the ticket, which is time consuming. Thanks Dani

Bonjour, Comment récupérer l’ensemble des données questions et réponses afin d’analyser

I created two similar Workflow Automators. When a requestor replies to a resolved ticket, it re-opens the ticket, changes the status from Resolved, and emails the Agent. When a requestor replies to a closed ticket, it posts a public note that the ticket has been closed, is no longer being monitored, and a new ticket should be submitted (with a link to our FS support portal) Unfortunately, neither ticket is working as intended. Screenshots or both Workflows are attached. Any tips/suggestions are appreciated.

Hi All Does anyone know is it possible to restrict which workspaces that agents can move tickets to, when doing a bulk update. I am able to restrict which workspaces the agents can send to from within the ticket, by using a business rule, but does not seem to work for bulk updates.

Hi, Is there an option to show a custom field under departments in the ticket fields? As an example, I want to add a dropdown menu with all the locations. If a requester is added to the department that it also automatically gets this location added. So that when the requester creates a ticket the location is automatically included in a ticket field.

Hey, In some tickets we are experiencing our answer in a yellow box. After that all our answers are in a yellow box and the answer is no longer visible in the ticket when the client uses the portal. We are not using notes, just replying. It doesn’t happen all the time in all tickets. Hope you can help. Best regards, Manon

Has anyone had this issue before? Occording to support we used up the limit of the web request node transactions, honestly i was not even aware there was a limit…Just wondering if others have had the same issue

FreshService API permits us to view the status of Round Robin agents via the Auto_Assign_Tickets Arribute. I see plenty of requests from users that request the ability to schedule Round Robin agents, so that they are automatically logged in and/or out of the round robin auto-assignments. But FreshWorks does not provide this ability. If FreshService permitted API PUT calls to the Auto_Assign_Tickets attribute, we could build our own solutions to some of the commonly requested features related to Round Robin, including auto-login and/or auto-logout. Additionally, this could be integrated with not only calendars, but also 3rd party services such as Power Automate, Zoom Workplace, Pay Roll Systems, etc.

Would be great to be able to set default answers to dropdown fields when creating a new ticked from the backend.

Recently I did an API call for the requested items of a service request: https://api.freshservice.com/#view_req_items_of_sr In the past it looked like this: { "requested_items": [ { "custom_fields": { "request_type": "xxxx", "name_new_employee": "xxxx", "location_new_employee": xxxx, "manger_new_employee": xxxx, "date_of_entry_new_employee": "xxxx", "comment_new_employee": "xxxx", "select_your_old_computer": null, "what_should_happen_with_the_old_device": null, "manager_replace_device": null, "comment_replace_device": null }, "id": xxxx, "created_at": "xxxx", "updated_at": "xxxx", "quantity": 1, "stage": 1, "loaned": false, "cost_per_request": 0, "remarks": null, "delivery_time": null, "is_parent": true, "service_item_id": xxxx } ]} If I do the same request today it looks like this (there have been added some fields form our side - ignore that fact): { "requested_items": [ { "custom_fields": { "request_type": "xxxx", "name_new_employee": "xxxx", "location_new_employee": xxxx, "job_fami

outlook inbox - shows KwikID support i,e sender email id name gmail inbox - agent name is visible in sender name,