Using Freshservice

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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Hello,I’ve a PowerQuery in Power BI which is loading my tickets, works perfectly! Except that when I want to refresh the dataset online, I’m faced with an error saying: This dataset includes a dynamic data source. Since dynamic data sources aren't refreshed in the Power BI service, this dataset won't be refreshed.According the MS Forums, I’m being advised to use RelativePath in the query but I got an error that it’s been a Bad request. Thing is, I wasn’t prompted to enter the API key again. Can you help me out setting it up?

Hi,I need to send Activation email in Freshdesk to a filtered list of unverified contact. The standard view “Unverified contact” list all the contacts but I need to apply some filter like “All unverified contact of a specific company” or with a specific value in one of the custom field that I have defined. Why don’t you add the filter option also to the Contact entity like we have for the ticket entity?Nicoletta

Hello.  I’m a new user and new to this forum.How do I search the description of open tickets  in Freshdesk for a keyword then update the entire result set, either manually or with a scenario (which is still manual)?Thanks,  Chuck

Hi allHere’s my question which I might bounce over to IDEA if it’s not just me being blind! LMAOI need to find all the tickets from any time whose Subject Line begins with “new client” and then bulk update their Cat>SubCat>Item to the new value I created recently.I go to Search and type in “new client” and filter on Tickets as here.Then I further filter the Requester to my API agent (SMART Sentinel).So far so good right?But now what?There’s no way for me to take a bulk action on these tickets - there’s no way for me to “transfer” the search back to the Ticket View so I can take the bulk action.The search results are meaningless since there is no action available after “finding” these tickets. PS this is my 3rd attempt to post this banal question 

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Hi,In the Freshservice Sandbox environment, is the Neo Admin platform a separate, replicated instance of my production environment? I'm specifically interested in testing changes to password complexity settings without impacting my live production environment.

I have a custom card widget that’s been created as a shortcut to a Service Catalog item. This item however is only available to one requester group intentionally. While the item is restricted to all other requesters, the card widget is not. Rather, it will just redirect to an error page for anyone who is not in the designated requester group. Is there a way for me to hide this widget to only be viewable by this requester group to avoid others clicking on it and being concerned about the error page?

Hi everyone,I’m looking for a way to allow certain Agents to share their Canned Responses and Scenario Automations with other team members but without granting them full Admin privileges. We want to empower senior or specialized agents to contribute helpful tools and workflows while maintaining overall permission control.This is especially important for teams handling sensitive or regulated data like our support team for a daycare near me service platform where limiting access to system-wide settings is critical for compliance and safety.Is there a permission setting or role configuration in the system that allows this level of access granularity? Or is admin access currently the only option for sharing canned responses and automations?Thanks in advance for any guidance or best practices!

Hi,I have to create a new queue with all agents inside, but agents belong to different time zones (from US to China). Is there a way to assign the business hours to agents and not to queues?ThanksLapo 

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I have gone ahead and did a full data export, is there a way for us to download all the attachments and store them offline?  I know through the data export in the XML I can see a attachment URL, but i was wondering if there is an easier way to just download all attachments for a certain period.  thank you! 

I have gone ahead and done the XML export of all the data,  I’m trying to open the attachments but every time I click on the link it says. “This XML file does not appear to have any style information associated with it. The document tree is shown below.<Error><Code>MissingKey</Code><Message>Missing Key-Pair-Id query parameter or cookie value</Message></Error> “  I have created a API key and tried using that but still getting the same issue any insights on how I can be able to open attachments from the XML data.    Thanks, in advanced.

Hi,I am new to Freshservice. I created a custom form with user-defined fields. I also created a workflow that would take the field values and email them. I used the field placeholders to customize the email message to be sent. Once the form is submitted, the email gets sent, but the fields are all empty. Could anyone guide me on what I am missing? Attaching screenshots.Thank you. Form screenshot Body of the email that is being sent Screenshot of email received from Freshservice

How would user provide feedback? Is it possible to do it directly through email or do end users need to go through portal?

I currently have 2 separate ticket forms, and I would like to add instructions to 1 of the forms. How would I accomplish this? 

Hello community, Employee satisfaction among my users is around 20% with Freddy.AI. We're working on incentivizing positive ratings and building a knowledge base based on the "Not Helpful" feedback.Has anyone had a better experience? If so, how did you achieve it?

Is it possible to have place holders or other variables in scheduled tickets?We use the scheduler a lot, one example would be monthly windows update tickets. A new ticket is scheduled to be created on the first day of each month and gets automatically assigned to team looking after updates. The subject is “Deloy Windows Updates To Test Servers” but it would be great to have a variable so i could add the month and year to the subject.Is anything like that possible?

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