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Using Freshdesk

CX and Customer Support

4888 Posts
T
Apprentice
TedK22Apprentice
asked in How do I....?
Azure AD Provisioning

Hello, I am trying to populate the “Location” field in a Requester account. We have Azure AD provisioning set up and it’s working but it is not pulling one field we need from an Azure User account. I need the “Company name” field in Azure to populate the “Location” field in Fresh Service.This is how I have the mapping set up for this in the Azure Fresh Service provisioning Enterprise App  When I try to do a Manual Provision to update this field I get Error code: nullAnd Error message: RedundantExportWhat am I getting wrong?

8142
J
Community Debut
M
Skilled Expert
MichaelJMSkilled Expert
asked in How do I....?
Filter on Tasks I'm Watching

Is there a way to filter on Tasks I’m Watching like we can on Tickets I’m Watching?

1301
Soverton
Contributor
Riaan Jordaan
Apprentice
Riaan JordaanApprentice
asked in Ticketing & Agent Productivity
New ticket when replying on existing ticket.

Hi, We have changed our domain to a new domain name which means we had to change all our email addresses as well. After doing that, when a client logs a tickets to Freshdesk, we do receive the ticket, but when we as agents reply to the ticket, it creates a new ticket.I have checked all the suggested setting as from the knowledge base, but it still happens. Any ideas?

1035
Yusuf Ahmed
Community Manager
RobCrossAareon
Contributor
RobCrossAareonContributor
asked in Ticketing & Agent Productivity
Internal Tickets

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

3905
Soverton
Contributor
D
Apprentice
dkuschApprentice
asked in API and Webhooks
Freshdesk API for free users available

Hi, currently I try to integrate Freshdesk in a chat application using the REST api. To do not spam our productive system for the tests, I set up a new freshdesk account and have chosen the FREE version.I tried to first get the list of available tickets according the example curl command: ​curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET "https://domain.freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&page=1"​But this does not work. So the question is, is the REST API not working in the free version of Freshdesk?

5082
Yusuf Ahmed
Community Manager
R
Apprentice
rzagazaryanApprentice
asked in Analytics, Reports & Dashboards
How to find unresolved tickets that are overdue in reporting/analytics?

Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.All the best!

6332
S
Skilled Expert
KerriCross
Apprentice
KerriCrossApprentice
asked in AI & Bots
Bot Conditions - Else statement not working

Hello, I am quite new to bot building so I hope someone can help.I have created a flow where a reference number is collected. This has the following regex validation applied:(700000[0-9]|70000[1-9][0-9]|7000[1-9][0-9]{2}|700[1-9][0-9]{3}|70[1-9][0-9]{4}|7[1-9][0-9]{5}|[89][0-9]{6})I have then created a condition where if the response is valid you to go dialogue 12.2, else dialogue 12.4.Where a valid reference number is entered this works as intended, however if something else is entered this is not going to 12.4, instead it is just asking for the reference again (12.1) leaving you stuck in a cycle.Is there something I have done wrong? How can a you get out of this cycle without entering a valid reference? 

1141
Aniket
Community Debut
Vanderdecken
Skilled Expert
VanderdeckenSkilled Expert
asked in How do I....?
Struggling with Bots as the documentation and videos seem out of date

How do I unarchive my bot dialog boxes? I am unsure how they got archived in my bot, but I need them back out again.Does anyone know how to do this? I have clicked on everything. Race

331
Aniket
Community Debut
simmondsjon
Top Contributor
simmondsjonTop Contributor
asked in Analytics, Reports & Dashboards
Analytics report cutting off

Hi, we have a timesheet report in Analytics. It has a lot of rows but when running the scheduled export it exports 1 page of the report and cuts off all the other rows. How do I get the report to export all of the data in the analytics report (like the old Time Sheet Summary used to do).ThanksJon

772
Daniel Söderlund
Skilled Expert
B
Skilled Expert
BartVBSkilled Expert
asked in How do I....?
convert agents after not loggin in for a period of time

Just a question, has anyone found a way to convert agents if they have not logged in for a time period, atm i have over 260 agents and im manualy checking them every month, would be nicer if i can automate it so it will convert them after like 6 months of not loggin in.

231
Daniel Söderlund
Skilled Expert
Harshvitha
Apprentice
HarshvithaApprentice
asked in Apps and Marketplace Integrations
integrations with 3rd party application to freshdesk

Configure a serverless app to sync basic contact details from 3rd party application data to Freshdesk on user or contact creation. Custom script is needed for the creation of custom App  

380
Harshvitha
Apprentice
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?
Workflows Priority

Hi all,Is there an option for Workflows to be prioritized which one to be run first, so they can be ordered?Thanks :)

471
Daniel Söderlund
Skilled Expert
mirizymny
Apprentice
mirizymnyApprentice
asked in How do I....?
Portal Customization

On my freshdesk Homepage I have a white box above the footer and I do not know how to delete this or customize it. I cannot find anything in the branding settings. Please find a screenshot attached. I am looking forward for any support! Thank you so much!

592
mirizymny
Apprentice
SpeedRacer
Top Contributor
SpeedRacerTop Contributor
asked in Automations and Workflows
Single-line custom text fields not available in Analytics

I created a custom Single-line text Ticket field.I want this to appear in reports I create in Analytics, There currently is no option to include these fields.Are there any plans to allow this?  It seems logical that people would expect to be able to use these fields in reporting.  Thanks

66714
Magnus Reinel
Skilled Expert
SvenDeroose
Apprentice
SvenDerooseApprentice
asked in How do I....?
Is it possible to set up multiple languages for posts in forum in freshdesk?

Is it possible to set up multiple languages for posts in forum in freshdesk?

423
Yusuf Ahmed
Community Manager
S
Contributor
Scott.meContributor
asked in Analytics, Reports & Dashboards
Analytics reporting download

Dumb question so forgive me but I can’t find the answer.  When I go to an analytics widget and select the three dots and then download CSV.  Where the heck is that file downloaded to?  I get a Freshdesk popup saying download in progress and then complete, but I can’t find it.  😫

2015
hemanth.ramya
Community Manager
F
Apprentice
FoxguardApprentice
asked in How do I....?
Postpone a Ticket

Hi, Is there a way to postpone a ticket? There is only 2 of us and we view all tickets, we do not assign anyone to them but we do have tickets that do not need any action for a week, a day, or even just a few hours. With other ticket systems we could postpone something, so the ticket would be a different colour so we would know to ignore it, then at the given time it would act like it was new again, sending a prompt to deal with it.Can we do anything like this can anyone advise?

994
hemanth.ramya
Community Manager
SvenDeroose
Apprentice
SvenDerooseApprentice
asked in How do I....?
is it possible to translate the knowledgebase automatically with a translator app?

Is it possible to translate automatically translate by machine the knwoledge base in freshdesk?

1121
Yusuf Ahmed
Community Manager
T
Apprentice
TristanHApprentice
asked in Automations and Workflows
Having a ticket field sections within a section

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

4444
Shaine Chance
Skilled Expert
A
Apprentice
automateIT988Apprentice
asked in API and Webhooks
Complete Approval Via API

Hello, are there any plans to expand the Freshservice API to be able to complete approvals programmatically?

841
Daniel Söderlund
Skilled Expert
D
Apprentice
DougAtBHBApprentice
asked in API and Webhooks
API Rate Limit Errors (429)

I have a script that uses the v2 tickets endpoint to return tickets updated since a specific point in time.  The script loops through each ticket returned and, for each, calls the time_entries endpoint to retrieve its time entries.Examining the return headers on the very first API call to get the list of tickets reveals a rate limit of 120 and remaining count of 119. However, the first time the script calls for time entries (on the very first ticket) the API returns a 429 error. Presumably, this would be the second call from a rate limit perspective.We have no other apps using the API key. We are on a Pro plan.Any help would be greatly appreciated. 

5123
D
Apprentice
BortFrenzy
Top Contributor
BortFrenzyTop Contributor
asked in Automations and Workflows
Editing "logonHours" Attribute with AD Orchestration

I am working on an orchestration for when users go on leave that will block their logon by editing the “logonhours” attribute in AD to block logon.I am able to edit other attributes in the custom_attributes field without an issue, but when I go to update logonhours, I get the following error in the screenshot below: In case the picture doesn’t load for anyone, the error is:The request is not supported At line:1 char:1 + Set-ADUser -Identity 'CN=Test User,OU=************************************************ ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Test User,OU...s,DC=*********************) [Set-ADUser], ADException + FullyQualifiedErrorId : ActiveDirectoryServer:50,Microsoft.ActiveDirectory.Management.Commands.SetADUser Disabling the user is not an option as it will kick off other automation that will break other things in the domain including their IP phone setup. Is this field not able to be updated throug

961
BortFrenzy
Top Contributor
rolevc
Contributor
rolevcContributor
asked in API and Webhooks
Connect Power Bi to FreshService (Growth plan)

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!

8652
R
Community Debut
P
Apprentice
PhilBertApprentice
asked in Automations and Workflows
Activate a Webhook on ticket Update

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. 

881
Juliana Rozario
Community Debut
daffazhafirin
Apprentice
daffazhafirinApprentice
asked in Portals, Emails & Other Channels
How to fix Email rejected due to an unexpected error ?

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

8486
Juliana Rozario
Community Debut

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