Using Freshdesk

Hi, I need the name or email address of the “responder” (assignee) for each ticket returned by /api/v2/tickets. Thank you   

Currently, there is a way to see how many tickets are affected by each automation rule via API (seems like a count of all time and no way to filter based on date of occurrence). Is there a way via API to get a list of the tickets that were affected by these rules and when or is there is a way to see if an automation rule has run via ticket details? 

Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator. 

Hi,I’m trying to create a new project or view an existing project with the API; but I keep receiving this answer:"The Project feature(s) is/are not supported in your plan. Please upgrade your account to use it."We have the Pro plan, is this feature only available in the Enterprise plan?Thanks!

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this.substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0)) 

Is there a way to append tags to a ticket using the Update Ticket endpoint? Right now it seems to only replace the array of tags instead of adding.

When we configure the support email address under admin setting the customer wants to enable the 2FA so that only authorised SaaS application can access their email server... example by using MS Graph API. Does Freshdesk support the same ?

Is there a feature on conversations in Customer Service Suite that automated to be a ticket on Freshdesk by automation?If anyone khow this feature, can you help me to find. Thank you. 

Is there a way to turn off the SLA time within the Android FreshDesk app? I have it turned off when I go to the admin - workflows - ticket fields - status settings, but when I open the app on my phone, I still see the alerts “OVERDUE” and “RESPONSE DUE”. I would like to have those turned off, so any help would be greatly appreciated.

Hi Team,I would like to know what this below paragrah which is mentioned in your api documentation means.If you’re not getting a result for the above query, there’s a chance that the field might have been created recently or it has been moved to a new infrastructure. To query on these custom fields, use ‘custom_string’ instead of the actual field label.And how do i acheive my search with custom field if this is the condition.

I want to use the Freshdesk portal to release product news to our customers.I am looking for a way to alert the customers when a new article is released to a category. (I called Product news)Is this posible to do, or is there a better way to do this. 

We have a SQL database maintained by IT that includes all users (and associated data) we would want to sync into FreshService? There are options to sync AD, Azure, etc., but is it possible to sync our users/requesters with our SQL database?

I would like to monitor number of pending tickets remotely through some sort of API and show it in my PRTG network monitoring web map. I don’t need someone to hold my hand through the process, but a little poke in the right direction would be greatly appreciated. Do I need to pay for some freshdesk level to get the API? (that’s fine if so). I am currently the free user and can’t see anything that would help me accomplish this in settings.

Would like to test this from FreshDesk (FD) Sandbox to FreshSales (FS) Sandbox...When a new FD Ticket is created with the type ‘New Customer’ can an automation be done to create a ‘New Deal’ in FS?The aim is to track all our new business, even if its from an existing customer who creates a support ticket, requesting additional business, then a New Deal would be created in FreshSales. 

When I open In personal Freshdesk Canned Responses its empty. But when I manage tickets and insert there canned responses they are in place.Also I can’t share  New Canned Responses. 

We have this product field showing up in ticket field. May I know how to remove it or atleast rename the “example” product?It is a little annoying! 

We still do not receive an email delivery failure notification when we create a new email. We can create an automation rule when we reply to the ticket to a wrong email. However, it’d be great to have a failure notification for a fresh/new email created as well.

Hi, I am looking for a video I saw a couple weeks ago which I am not able to find back.  It was about a testimonial from a company implementing the Freshservice Self Service Portal with Solution Articles and Service Items.  The good thing in this video was that they explained the steps to take + the need to create a formal project of this with support from C-level management.Can someone help me with this and send me the link .  Can be in reply to this conversation, of send to friedo.deridder@kemin.com.

Is there a parameter for the reporting manager of the agent on the ticket? I’d like to send an email to them in a workflow.

hi all, fairly new to Freshworks!I'm trying to optimize the reply templates for our tickets, as we get the same questions  multiple times.but can’t find this question in the documentation. I would like to use information from freshsales to fill in certain data in the template mail.Is this possible? for example:John from company X sends an email. I would like to inform him that the support for his company for our product is done by company Y with telephonenumber 000000000. somthing like:Hi {{name contact}},Thanks for your email. As this is a support question, I kindly request you to contact:{{name support company}}{{telefophone support company}}{{email support company}}With kind regards,  Which company does the support for which company is stored in Freshsales. which company John is working for can be stored in the ticket information. hopefully it's a bit clear what i would like to arrange. with kind regards and thanks in advance!

Someone correct me if my thinking is completely wrong here, but I don’t understand why certain cloud integrations are not Native features of Fresh Service. They can still be in the app market place, if desired, but should be 100% developed and managed by Fresh Service corporate.I support having a 3rd party app market place, but some features are too foundational to an ITSM product (for many environments) to trust to a 3rd party.Example: The asset tracking features of fresh service offers a lot less value if it don’t sync with the customer’s MDM product.In my opinion, there would probably be a dozen or two major IT companies that Fresh service should have native integration or official market place apps for. Fresh service has a native discovery probe. Why isn’t that a 3rd party market place app? They saw reasons to make that a native product. They need to do the same thing with other critical features like Asset sync with cloud services.  

Hi all, I’m trying to hide the ticket options in the portal for all but one segment of our customers. I have these customers separated in to an “Admin” segment. I see a snippet to hide the ticket options alltogether, but not for a specific segment. I was given the placeholder portal.user.segment, but I’m not great as CSS and can’t figure it out! Can anyone help?  the snippet I saw in another thread to hide tickets all together from the portal: #header-tabs a:nth-child(4){ display:none;}.footer-links a:nth-child(4){ display:none;}

Hi, I tried to fetch closed tickets older than 2 years with the following query:api/v2/search/tickets?query="updated_at:<%272021-09-01%27%20AND%20status:5"The API however returned tickets older than that, for instance a ticket with the updated_at field with the value "2021-09-06T10:11:59Z".Is this a bug or something I´ve misunderstood about queries?

As we understand this issue, we:Can not change the five stages in the hiring process Can not change the “default” substages within these stages Beyond the limitations above, we can not set a custom template of stages and sub-stages for *all of our recruitments* Can someone confirm/clarify any or all of the above?These are all surprising and disappointing limitations for a premium product that otherwise has value for us. Please remove these limitations on customization to reflect your appreciation of diverse hiring processes and approaches and your acknowledgement that “Every job role requires a different interview process.”Thanks. 

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”.  We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited.