Using Freshdesk

Hi everyone, how can I connect my Power BI desktop app to the tickets information on FreshService? I want to create custom metrics and dashboards and check them directly. Currently I can export a file manually (as Growth doesn’t allow to schedule and so I cannot get an API URL) and connect directly and do the updates.However, I would love the option to just have a direct connection to it, check real time (almost) for metrics and dashboard at any time. I have a Power BI Pro license and FreshService has been our ticketing system for over a year now.I know this is possible with FreshDesk, but with FreshService I have been unable to find a solution using some articles on this group. There are some third party services, but those are static dashboards or is pricey. We want to be able to create a direct connection and produce the exact metrics that our director needs. thank you!

I am attempting to create an automation that will send ticket info to a webhook when a ticket is updated.  If the ‘Push to Monday’ custom field is selected. Currently it is working only when the ‘Push to Monday’ field is updated.  I would like it to work on any update to a ticket where the ‘Push to Monday’ field has been selected. 

I receive the error message "Email rejected due to an unexpected error. Please try again after sometime." when I attempt to send an email to our customer.Please help me solve this problem and how can I recognise the problem specifically. thanks

Hello,We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like “Please indicate which expenses you incurred”. I’ve included a screenshot of the section of this ticket form.  Thank you!Anna

On my portal, I would very much like to have a separate tab for FAQ articles. I also want the folders arranged in a list on the left, with the articles within showing in a list with only the title showing, with a expand/collapse button right next to each title, that makes the content of the article appear/disappear.Freshdesk themselves has this:Emails : FreshdeskHas anyone here been able to do this with coding? and if so, could someone maybe provide some snippets and a short explanation of how to do it?

Hi all,i added a freshdesk widget to my site with this line<script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/xxxxxxxxxxx.js' async defer></script>And everything works well. (x are placeholders)Now i need to add the RSI.I added the integrity=xxxxxxxx and the crossorigin=”anonymus” attributes.But the browser tell meNo ‘Access-Control-Allow-Origin’ header is present on the requested resource.I already added the RSI for many other resources without problem.Any suggestions?Tnx a lot  

Hi All,Looking at past request for this, there has been no response from the Freshservice exerts.Surely there must be away of adding Tasks to a scheduled Ticket??? Most scheduled tickets are for certain checks etc, so it makes sense that there are tasks enabled within the ticket.Thank you in advance,Steve

I have created a Time trigger automations that mark the ticket status as closed after 48 hrs of ticket being marked as resolved, and we have a ticket update rule that says any changes on the ticket update should call a webhook to our internal system. The trigger automation rule is working fine but the ticket update automation rule is not working as expected. can anyone help

Cuando un cliente intenta hacer un tickect recibe este mensaje"Lo sentimos. Se le ha restringido el acceso a esta página de asistencia" Nuestro acceso url es: https://logistica-tbi.freshdesk.com/

Hi all,I am trying to modify our knowledge base view to show the category descriptions, but I cannot find instructions on how to include this. Is there custom code available to include the category description for each category when users are viewing all of our solution categories?

I have been testing out the sample API calls for the freshworks API for Integration that we need to do. I have tried to post to our API using Custom Objects I have already set up and received the message  "message":"POST method is not allowed. It should be one of these method(s): GET, HEAD"} We have the API Key and I can do a Get of the Custom Object Records but POST does not seem to be allowed  

Hi all,I know this sounds like an active directory issue but thought I would post something anyways. Hoping someone has seen this issue or has a solution. The problem we are encountering is tickets will come into the dash that are not meant to be routed to our support email. Whether this is spam emails, auto replies, and general messages we have checked within our AD and there is no group or rule in place for these emails that are coming through. We get the full array, amazon replies to one of our employees in a different department, spam, stuff from our vendors meant for someone else in a different region. We have spam filtering on within Freshdesk and cannot seem to find the root cause of this issue, anyone have any ideas? We are going to contact MS as well, but this only occurs within FD so figured I would try both lanes to find a solution, even if it is a minor inconvenience. Thanks!  

Hi Guys,Can anyone tell me how to use the integration of Customer Service Suite (CSS) with Slack?I have done the integration, but I can’t find the widget of the Slack that has connected on the Conversation Menu.I have attached some capture for the detail.Please could you guys help?   

Whatever mails I reply from freshdesk, all of the replied to cc show undelivered.This has started happening 4th Jan 2024 onwards.Refer image below: ( everything marked in cc is always undelivered, even though the email are operational. ) 

We’re trying to create sub-tickets (*not actual “Child Tickets*) via an API call, but we need to be able to transfer attachments from the main ticket to them (they generally only have one attachment).When I attempt to put the attachment section from the JSON of the parent ticket into the creation payload, I get a Validation Failed on attachments field of datatype_mismatch with message “It should be of type valid file format”.Here’s the payload I’m putting into my POST to /api/v2/tickets{"email": "REDACTED@redacted.org","status": 2,"priority": 1,"source": 1,"subject": "Child Vaya Onboarding Test","description": "This is a test to Business Apps. Please refer to the parent ticket for attachments.","workspace_id": 2,"group_id": 23000165356, "attachments": [ { "id": 23005786611,

None of the link to the free themes are working.Can someone help out with free themes one can use? Its been a whole hell lot of work getting to see themes.Help!

I have several products and would like to have the system send or not send certain email notifications to the requesters depending on the product. Also, for example, if I brand my email notification with the logo of one of my products, that logo will show up in all email notifications of all products. It would be nice to have “per product” configurations.

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

Hi, I’m wondering if anyone has a solution to the workflow I’m attempting to create and run.I’m looking to create a workflow that strictly runs when the requester has been changed to a particular requester. I do not see this as possible with the current event triggers.In the past, I have been able to use custom fields (using a field change as a event trigger), however with a change of requester I do not have ant option. Am I missing something, or a potential workaround? Any thoughts would be appreciated.

Hello,I've recently modified the Content Security Policy of my website by removing https://www.google.com as an allowed domain to be used.I've replaced that domain with https://recaptcha.net, which, according to their documentation, provides the same functionality while reducing the cookies that may be set by the www.google.com domain. You can find more information here: https://developers.google.com/recaptcha/docs/faq#does-recaptcha-use-cookiesHowever, since making this change to the CSP, the widget no longer functions.I have a couple of questions I'd like to ask:1. Is there any way to configure the widget to use https://www.recaptcha.net instead of https://www.google.com?2. Is there any possibility to configure the widget to use ReCaptcha V3? This new version is simpler and less intrusive for users.Thank you in advance.

Notification emails have stopped being delivered to my gmail account due to DMARC policy at freshdesk.comAny ideas?Brad   Here’s the email error from Google:{    "recipient": "paulbradleysmith@gmail.com",    "log-level": "error",    "storage": {        "region": "us-west1",        "key": "BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA",        "env": "production",        "url": "https://storage-us-west1.api.mailgun.net/v3/domains/meetingsavvy.com/messages/BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA"    },    "id": "1smkBwRJTJy1m0ajSvRO0g",    "delivery-status": {        "enhanced-code": "5.7.26",        "description": "",        "attempt-no": 1,        "code": 550,        "utf8": true,        "message": "5.7.26 Unauthenticated email from freshdesk.com is not accepted due to\n5.7.26 domain's DMARC policy. Please contact the administrator of\n5.7.26 freshdes

We are calling “create a Note” API of fresdesk from Salesforce but not able to send attachments in the correct format. Can anyone please help with an example of how to send attachments with the request ? Our code:LWConFileUpload(event) {        console.log('event.target :: ', event.target);        console.log('event.target.files, ', event.target.files);        const file = event.target.files[0];        console.log('file:: , ', file);             var reader = new FileReader()        reader.onload = () => {            console.log('reader.result :: ', reader.result);            // var base64 = reader.result.split(',')[1]            // this.fileData = {            //     'filename': file.name,            //     'base64': base64            // }             this.fileData.name = file.name;            this.fileData.base64 = reader.re

Hi, not sure if anyone has come across this and can point me in the right direction… I have a basic workflow that adds a public note to a ticket when a task within the ticket is marked as complete. When adding placeholders, there is an option to add fields from the task. I have tried adding{{ittask.description}}{{ittask.title}}but neither show up when the note is added. Is there a way to add the details of the task that has been completed to a public note on the corresponding ticket?  Thanks in advance. Kevin. 

When I call the /api/v2/tickets/<id> I do get back a field called custom_fields but they are not what I expect for that ticket type, any ideas what I’m doing wrong?