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Using Freshservice

2107 Posts
Asfandyarakram
Apprentice
AsfandyarakramApprentice
asked in Automations
How to Automate WhatsApp Replies for Customer Queries?

We have a requirement at Harwage to automate WhatsApp replies for customers asking similar questions about our co ord set collection.The condition is based on specific keywords or phrases in the message (e.g., size, delivery, fabric), and the auto-reply must be sent directly on WhatsApp, not through email.Since we’re receiving a high volume of repeated queries, an automated WhatsApp response would save a lot of time and improve customer experience.Is there any reliable solution or workaround to implement this kind of WhatsApp automation?Your help would be appreciated!

150
Asfandyarakram
Apprentice
K
Skilled Expert
KJCSkilled Expert
asked in Automations
Expression Builder Parse JSON

Hi, Can anyone assist with the following issue? We have an automation process that extracts a string of text from a ticket, and then attempts to parse that text as a JSON object. While it works some of the time, I need an expression that will escape any double quotes, single quotes, and backticks.For example (below), the text we receive in a ticket can include a password with double quotes, which causes the parse JSON to fail because the string isn't valid JSON. What I need is an expression that will either escape or remove any double quotes, single quotes, and backticks, allowing the text to be parsed as valid JSON.Any help would be greatly appreciated!  {    "displayName": "John Doe",    "givenName": "John",    "surname": "Doe",    "companyName": "Example Company Ltd",    "employeeHireDate": "2024-01-01",    "employeeId": "1234",    "streetAddress": "123 Example St",    "city": "Example City, Example State",    "postalCode": "12345",    "country": "XX",    "jobTitle": "Software Engin

3266
katy33
Community Debut
S
Apprentice
susanmccaughleyApprentice
asked in Automations
Using API to send email when an Agent is Updated from One Agent to Another.

Hi All, We want to add a workflow to our instance, in that when an agent is updated from one agent to another an email is sent to the new Agent to notify them they are now assigned the ticket. If our agents go OOO and assign out their tickets, the ticket will remain in pending and the new agent will not be notified and have to look through their widgets to find the requests. Currently the workflow automation is limited in that it will trigger the email if the agent is none → agent assigned. Even when conditions are added this still triggers from no agent. We do not want this email for this instance, but only for one agent to another agent.Has anyone been able to implement something similar using API’s? Thanks in advance. Susan 

395
A
Community Debut
F
Community Debut
fictionalDataCommunity Debut
asked in Employee Workflows
Microsoft Exchange Orchestration - Create All Day Events

Hello! I’m trying to create our pass at using the Employee Onboarding module within Freshservice. I’d like to create a Microsoft Exchange calendar entry for the event “Date of Joining”, this is captured in a date field on the onboarding form. I want this to serve as a notification on a shared calendar as an All Day Event on the shared calendar for the relevant stakeholdrrs.I am attempting to create this in the workflow automator however, I’ve set the attribute on the Microsoft Exchange Orchestration Node to is_all_day to true; however when testing I get the error “Your request can't be completed. The duration of an event marked as All day must be at least 24 hours.” Does anyone have some guidance on how I can achieve this, or have any potential workarounds?   

321
Shiva shankari R A
Community Debut
R
Contributor
rreesContributor
asked in Employee Workflows
Employee Onboarding API (3rd party integrator Aquera) and Kit Assignment HELP- please confirm

Hello all, I wanted to see if someone can assist me in addressing a question I have before I sign a contract with a 3rd party integrator (Aquera). The goal is that our ATS (recruiting system- Greenhouse) will automatically send the employee onboarding to Freshservice after the status changes in greenhouse to “hired”.We fully leverage employee onboarding kits in Freshservice, and they work perfectly.The question is, when using the API for onboarding, are the only datapoints required the ones on the first page of onboarding?  Currently, when i onboard an employee directly in Freshservice front end, on page 1 i fill in the details that trigger the kits, but page 2 shows me the ouput of the automated kits, and i hit submit on page 2…With the API, i wanted to confirm that i’d only need to enter the datapoints, and that the API would automatically process that onboarding ticket INCLUDING the kits… Has anyone else done this or can confirm/help? Thanks,!! 

792
Shiva shankari R A
Community Debut
M
Apprentice
matthew.wattApprentice
asked in Getting Started
API created Ticket with PDF Attachment - PDF is blank

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.

901
Shiva shankari R A
Community Debut
F
Apprentice
fideliseApprentice
asked in Analytics
Analytics: only tickets that were last answered by agent, not customer

I want to make a list of tickets that were last answered or updated by an agent, not a customer - in a specific time period. I can't seem to figure out which filters I have to use for this. There are filters like: ‘Last updated by agent’, but - as I understand correctly - this is only useful if you want to look for certain agents, and this does not exclude all tickets that were last answered by the customer. Does anyone have an idea?

456
Amrit Mishra
Community Manager
assetmanager31
Contributor
assetmanager31Contributor
asked in Assets
Type & Physical Subtype in Asset Inventory

In Devcie42 I have a very granular breakdown of Type > Physical Subtype.Looks like these fields are in Freshservice Asset Inventory now.How can I replicate my defined menu items so that not only are the OOB items accounted for, but mine are also?Type = PhysicalPhysical Subtype = Firewall: CiscoAny ideas are helpful. Maybe Freshservice folks can shed some light on this. 

703
VaibhavS
Contributor
assetmanager31
Contributor
assetmanager31Contributor
asked in Assets
Bulk Retrieval of the Activity Log for a Device

I have a large set of devices that had the Status changed from In Stock to In Use by Device42 back in December 2024.The workaround to prevent this from happening was to keep the Service Level in Device42 = QA.That way the workflow wouldn’t copy that information over to Freshservice.It worked for most of 2024, but last December, something on the Device42 side changed, and all devices in D42 regardless of the Service Level had their data copied over to Freshservice.This is problematic because freshservice doesn’t sync back to Device42, which is why we stopped the sync in the first place, and now we have many records that are have the incorrect Asset Status.Wondering if anybody has a method of recovering the Asset Status using the Activity Log for each device, but as a bulk report, not individual items.Moving forward we’ll be re-defining policy, process & procedure, but first I need to restore this data to the correct state

141
VaibhavS
Contributor
S
Contributor
scott.hardwickContributor
asked in Project and Workload
Projects and Project Tasks via Phone App

Does anyone know if FreshService has any plans to enable working with Projects through their iOS app?I have historically been a Trello user and the ability to work with my Projects (Boards in Trello) and to move tasks between columns (Lists in Trello) via the phone app is of importance to me.Also having ShareSheet capabilities on iOS to submit an item to a board or list like Trello would be key as well, though I could live without it if I had the first item.Thanks for any info! 

361
VaibhavS
Contributor
J
Apprentice
John MitApprentice
posted in Getting Started
FreshService multi tenant MSP Mode

Hi Everyone,Does anyone currently use Fresh in multi tenant MSP mode currently been waiting nearly 3 weeks for account to be setup with my account manager.Any experiences in how it was setup for you just frustrated at the moment. 

331
Sandeep Talla
Community Debut
P
Contributor
pmaurinContributor
asked in Ticket & Workflow Management
Issue with Even Based Workflow Automators

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. 

251
VaibhavS
Contributor
tjrhewitt249
Contributor
tjrhewitt249Contributor
asked in Portal/Knowledge Base
Recommendations for customizing look and feel of the help center

We don’t love the default look and feel of the help center.  I saw a bunch of examples here but I’m curious if anyone has a sense of how those companies built those sites from the Freshdesk portal?  Was it just heavy CSS customization?   Anything else required?  Any suggestions for us?

861
VaibhavS
Contributor
Trevor Cooper
Top Contributor
Trevor CooperTop Contributor
asked in Assets
Retiring locations - how do you manage it?

I have around 250 locations in Freshservice, if you include nesting.I have around 45000 assets, which cover all states from in use to retired and disposed.When we mark an asset as retired we do not change its locations (its still technically in that location). When we mark it disposed we also do no change it’s location, despite it no longer actually being there, its good to know where it was.Sometimes we may close an office, so how do I stop someone creating a new asset to a location that no longer exists?I can’t delete the location as we have assets associated.I can’t hide a location.It would be great to hear from some people in similar situations with multiple locations as to how do you manage the retirement of a location.

572
NivedhaMargaret
Community Debut
jabshettys
Apprentice
jabshettysApprentice
asked in Apps and Marketplace Integrations
UPN and Email are different unable to import users

Hey,Today, i have integrated the Azure Active Directory Provisioning (SCIM) with Azure.There is one challenge we have different id for UPN and email id. eg. upn - 123@abc.com & mail - xyz@abc.com. when we import in fresh services under requester the upn is reflecting in email. but we dont want to send email on the upn.  i have changed source attribute from UPN to mail. its getting failed to import the user. please help.

682
VaibhavS
Contributor
Leighanne
Skilled Expert
LeighanneSkilled Expert
asked in Automations
Cloning Ticket Through WorkFlow Automation

Hello FS Community!Has anyone had any luck cloning a ticket through workflow automation? I will say, coding is NOT my strength, but it seems like cloning is a possibility in FreshDesk, but when I apply the same/similar parameters in Fresh Service, I’m unsuccessful.I currently use tasks in select ticket automations, but since we track ticket counts, completing tasks is not exactly a fair way to see what users are doing. Alternatively, in our reports, when I look at who is completing tasks, it only will show the agent that closed that ticket, not those that completed the tasks under the tickets.Help/suggestions?-Leighanne

885
tucosalamanca
Community Debut
M
Top Contributor
MaxJTop Contributor
posted in Assets
Bug - View agent without permission

Hi I found a bug in the inventory module. It seems that even if an agent does not have permission to manage agents they can still go to an agent profile from the inventory view.  This does not look like intended behavior. See below: Give an agent inventory permission   Make sure that the agent does not have the manage agents admin permission  Go to inventory and filter by another agent that has an associated asset (used by)  The returned assets have URLs pointing towards the agent in the Used By column   Hovering the name (should give a preview i think) breaks the page, renders the menu on top of list  Clicking on the name takes you to the profile of that agent 

323
Prasanth Sampathkumar
Community Debut
Sravanr23
Apprentice
Sravanr23Apprentice
asked in Automations
Need help to build and express to indexof on description

I am looking to build an expression on the description to get a value in a particular place for the ticket if you look at screenshot below we are looking to get country value form the description and route the ticket based out of it     and here is the description 

604
Daniel Söderlund
Skilled Expert
K
Top Contributor
Khalid_RagyTop Contributor
asked in Analytics
Freshservice analytics tool delta figures

Greetings everyone I was wondering about these green figures underlined in red and what they mean. I have gone through a lot of documentation here on freshservice but I couldn’t find any answer. If anyone could provide me with an answer, that would be great! 

643
R
Community Manager
J
Apprentice
JohnPainterApprentice
asked in Analytics
Ticket Created Metric

Hi All,I hope someone can help. In our instance of Freshworks, I cannot create simple ticket reports as many metrics are missing. One I need is the ‘Ticket Created’ metric so I can produce some simple reports around aged tickets, tickets coming in and being raised, open, and closed. I have to admit, its a shame this is not just a standard option within reporting.Would anyone be able to shed light on what to do to create or make the metrics appear, please? Thank you!

703
R
Community Manager
KVertrees
Apprentice
KVertreesApprentice
asked in Apps and Marketplace Integrations
Liquid filter to allow for inclusion of line breaks

We have integrated our Freshservice environment to a partner’s Service Now environment, which is working very well - with one exception.  The formatting of the Service Now text is getting removed during the integration. Here’s an example message that’s coming from Service Now.  The \r\n line breaks are showing this across multiple lines in Service Now."Your issue (INC-1XXXX) has been deemed solved.  Please review the attached notes for more information: Good morning!\r\n\r\n I have added the XXXXX. This section of the XXXX.\r\n\r\nRegards\r\nXXXX "The body of the POST Command includes the following line:   "Description": "{{ticket.description | sanitize_html}}"I believe santize_html is removing the \r\n breaks from the description as it’s handled in the POST processing.  Is there a way to allow for these to be included, or to replace the \r\n with a <BR> character before it’s cleaned up by the sanitize_html command?Have also seen a reference to try {{ticket.description | url_enco

543
R
Community Manager
HPP
Apprentice
HPPApprentice
asked in Automations
DateTime Validation & placeholders

So I am in the process of automating some offboarding and onboarding work and idk if I'm running into a weird bug / edge case or if i am miss using functions and expression builds, but I'm essentially try the isolate the last work date and the request and get the difference in hours , so i can set a timer for that many hours to complete next steps. but tapping into the offboarding placeholder requires initial formatting because it comes in MM-DD-YYYY format but most the date/time functions require YYYY-MM-DD despite both being labeled as iso. I tap into the liquid filters with date and am able get my conditions to test but when i try to extract the difference be ticket date and last work date tapping directly into the datetime placeholder from offboarding and formatting with liquid filters I'm getting wild inaccurate negative numbersdiffInHours({{current_date_and_time}},'2024-11-09T11:45:00Z') = 43 *This Work diffInHours({{current_date_and_time}}, {{ticket.offboarding_request.actor_1.c

2453
R
Community Manager
jmalh
Apprentice
jmalhApprentice
asked in Ticket & Workflow Management
Tasks In Workflow Automator

Hi Team,I’m new to freshworks.I need help to create Workflow for below requirement.Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.Requirement 8: Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.comFor these requesters, the default notification triggered during email creation should not be triggered. A  new notification should be triggered to the two requesters from the workflow with following content :"Dear Requester.Your ticket reference no for  PLC BA is ticket iDSubject: Created Date: Your request will be processed & confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.Thanks & Regards,PLC Helpdesk"C-sat should be set as NA for tickets assigned to this group.  ThanksJM

1243
R
Community Manager
M
Top Contributor
MaxJTop Contributor
asked in Portal/Knowledge Base
Requester able to mark ticket as closed (shared ticket)

Hi! I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal.   From the perspective of the requester to whom the ticket was shared:   Then, when you reply from here you can not delete the message in freshservice even as an admin:  Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.

1113
R
Community Manager
Kanupriya
Apprentice
KanupriyaApprentice
posted in Automations
Bulk Update in Change module

Currently the system lacks capability of bulk updating change requests. This can help in automations being triggered by updating a dummy field.

90
Kanupriya
Apprentice

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