Using Freshservice

I’m using Tasks on my Tickets - With the numbering, the tasks are not refreshing with a new ticket. Ticket 1, for example, might have two tasks. Then on Ticket 2, the first task is numbered 3 and so on, Can this be changed so that task numbering are unique to the ticket? Ticket 1 tasks 1-3, Ticket 2, Task 1-3..etc. 

I am creating an onboarding journey and I’ve added a few custom fields to collect information on system access for systems that the IT group (the only ones in Freshservice) doesn’t own. I want to send notifications to the owners of these systems if it is selected telling them to add the user. However I do not see the option for that custom field in Workflow Automator. How can I send emails that are conditional on the value of a custom field added to the first form in the onboarding journey? 

FreashServicePS I've been unable to use the filter parameter when querying tickets.Example on how I’ve tried using the parameter:Get-FreshserviceTicket -Filter 'sub_category:Change User'#OrGet-FreshserviceTicket -Filter 'requester_id:1234' 

I'm implementing a new feature on the website: a one-on-one consultation service.However, I don’t want to use the Freshchat widget to enable customer-service chat.I’d like to implement my own UI. Is there a way to do this? If so, could you provide relevant documentation?

Recently, there appears to be a change to “recent activities.” It is a great feature that needs to be fixed to continue it to be a great feature to use.   The change recently that I have seen is that it is no longer readable or easily usable.    When opening recent activities at the top right it only shows a partial list when it could use the entire screen length.  The last activity is cut off and cannot even see the ticket that was recently accessed/replied.       The last version allowed users to Ctrl+Click to select each ticket and open them in a separate tab.   The current version; still allows the Ctrl+click and tab opening; but now closes the Recent Activity Tab after one click.  In order to open the next activity on the list; we now have to view recent activities which refreshes the list back to the top.  We can no longer just open 4 or 5 tickets easily from hours past to review.  Each time now just to review past responses or updates; now have to open the recent activities tab

One a user is assigned as a Business Agent; they are considered agents. They can no longer be included as Requestors in Requestor Groups in other Workspaces. Making them an Business Agen should not affect them as requestors in other workspaces.

Is there a way to be able to link solutions to tickets (incidents or service requests)?I know you can send the user the solution from within the ticket, but it doesn’t tie the ticket to the actual solution. If this was possible then it can demonstrate or validate the solution, report on how many times the solution had been used in ticket resolution etc. I see you can link solutions to problems, but is that the only way?

After much trial and error, I have finally managed to get MS Power Automate to create a FreshService ticket with a PDF attachment.  However, while the FreshService ticket shows an 8Mb PDF attachment, When I open the PDF document it’s completely blank.Any thoughts on what I may have done wrong? ADDITIONALLY: I can send the exact same file in MS Power Automate via email, and the PDF document shows correctly when opened.

I can only find the ability to turn on Freddy ticket category suggestions in Global Settings. What if one workspace wants it and another doesn't? Or what if one agent likes it and others don't?  It seems a bit inflexible to make either every agent have it forced on or forced off. Shouldn't it be up to the individual agent if they want it or not? So how do I allow agents to turn on or off Freddy ticket category suggestions on their own account?

My manager wants me to add some questions for customers when they submit tickets. Those questions are long text so the current layout is no longer good. Currently for all the ticket fields, the titles are on the left side next to them. How can we put the titles above ticket fields? Do I need to change CSS or the new ticket page?Sorry I am new to CSS and Scripts.

Tags for Tickets / Solutions are inside the workspace, but Projects exist outside the workspace. I can’t seem to locate a place to Edit the Project Tags. Since tags are ‘free text’ fields, we have some that have typos that need to be cleaned up and consolidated.Where can I edit Project Tags?

We are developing a custom app to capture updates made to agents and requesters and send them to our middleware. However, we’ve noticed that changes to the Department field are not being captured in the changes JSON payload.Could you please help us debug this issue and confirm why the Department field changes are not being tracked?

Hi, is there anyone who know that how to place a blog post on freshworks.com.If freshworks team seeing mah message. Please let me know the procedure.Thanks

Is there a way to run an automated workflow either as an event based or scheduled workflow every hour or every 15 mins as it appears that in FreshService it can only be set to once a day yet FreshDesk allows admins to configure “run hourly” triggers.

We have multiple teams that work on a tickets with one team being the owner of the parent ticket overseeing the necessary actions are completed on the child tickets. We need to be able to have a note added onto the parent ticket when a child ticket is resolved as currently agents have to go and manually check child tickets which is tie consuming.

Currently, the system does not have the capability to export changes associated to a release. The ability to disable association tab after a particular status should be provided.

 I am testing adding a script to Customize support portal. When adding and saving a script, I get an error message - ‘scripting is temporary restricted to avoid spam’ Any idea how to unrestrict this?

Hi all, Hopefully an easy answer but I just can’t get it myself.I am new to customising the portal and haven’t got much experience with css/html. I am trying to remove the solutions option from the header menu.From looking around I have been able to remove onboarding, offboarding and the service catalog with the below code: #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{  display:none !important;}#emp-offboarding-list,#main-nav > div.main-nav-items > a.employee_offboarding.ficon-employee-offboarding{  display:none !important;}#catalog-list,#main-nav > div.main-nav-items > a.catalog.ficon-service-catalog{  display:none !important;} However, I can’t seem to figure out what needs to be done for the solutions?I have tried altering the above and changing the necessary fields to be solutions, for example:#solutions-list,#main-nav > div.main-nav-items > a.solutions.ficon-solutions{  display:none !important;} I’m su

"I have two options to provide the end user with a satisfaction survey: after the ticket is resolved, there will be a pop-up widget, or there will be an email notification informing them that their ticket has been resolved and requesting them to fill out a survey form."I want to know the step-by-step configuration on how to do this kind of options.

How to remove the access to “Services” under “IT Operations” module in freshservice without affecting the access to the “Assets” module. Because “Services” is implicitly tied together with “Assets”.  

Hi, I have a service request that triggers workflow which adds a bunch of tasks. I also have a task workflow that runs when tasks are created that is supposed to set the due date of the task to that of the ticket. But for the life of me cannot get my task workflows to execute at all, even after adding some timer nodes to prevent them from running for a few minutes after the request is made. Any tips for using task workflows to set task due dates? 

Hi, I’m trying to make a business rule that will hide a ticket field in all instances unless the ticket is a specific service request. Here in the conditions field of the business rule both “Current Ticket.Item” and “Ticket Forms.Item” dont show when typed in. The fields take the input, I can backspace for as many letters as I type before the begins taking out the condition and the field. But no dropdown appears and pressing enter does nothing.Anybody know how I can hide a field on all tickets but one specific request item?    

Hi,I have a setup where I’m using Transactional Email templates triggered using Zapier webhook and the the integration itself works fine and triggers the given email as soon as the data is sent to webhook.But when I enter the variables like {{token::first_name}} to the email template which is being triggered the email is not being sent at all, although the Zapier says the data is sent to Webhook with 200 status. I want to map this first_name to the email template and then send the email, but this {{token::first_name}} is not working, the Zapier doesn’t allow to change the data object to tokens, as given in the API documentation.Please let me know how to resolve this issue.

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