Using Freshservice

I’d like to produce a list (excel, pdf, anything!) of current categories, sub categories and items but I can’t find an easy way to do that. I can view them when i navigate to Global settings> service management >field manager 

I have a Business Rule that prevents any changes to incidents and requests in closed status.  I set the rule to enforce system wide and used validate form on submission to display an error.  That is all good. We also wanted to hide Closed status so people wouldn’t see it as an option and become confused by that error message. It seemed like a more elegant solution. I automated moving from resolved to closed after 3 days so that shouldn’t be a problem. Where the problem comes in is when I click on a Closed ticket if I need to look at activities etc.  When I have Closed status hidden the closed ticket will still show ‘Closed’ in the window in upper-right.  But the Properties window Status shows ‘Open’ and I can make changes all day long, including changing status, without triggering the validation error.  How do I fix this?

Hi all, Our team has been trying to get the Beyond Trust market place app integrated with FreshService and can’t seem to find where we went wrong in the setup. We’re testing in our sandbox environment. Error logs from FreshService show: Error on performing authenticatation on BeyondTrust, error code: 404Error on performing authenticatation on BeyondTrust, error data: Document Not FoundError on performing authenticatation on BeyondTrust. Error data not available Error logs from Beyond Trust show:The requested url returned an HTTP error code of 404. Has anyone ran into these issues in your setup? We’ve gone through both the Beyond Trust and FreshService versions of their documentation. What are we missing?  Thank you,   

Freshworks recognized as a “CHALLENGER” in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms. Download the report to learn more.  

Here I have attached the log file for reference."success": false, "error_code": "2001", "errors": "Unable to connect to the remote server" Why it is failed and how to fix this issue.

Hi guys, Shift + Close does not work anymore. Automatic response from closed ticket get s coming in.Any thoughts or known issue? Regards,Jemie.

Hello everyone,I have been a loyal Freshdesk customer for over four years and have consistently appreciated the service provided. Recently, due to our specific language compatibility requirements (supporting both left-to-right and right-to-left languages), we switched to another service provider better suited to our needs.We submitted our cancellation request well in advance—weeks before our renewal date. However, despite this proactive approach, we were informed that we are responsible for a full year’s license fee, in accordance with Freshdesk’s refund policy of 60 days. Given that we have not been using the service since our transition, and considering the significant amount involved, I believe an exception to the policy would be fair.I understand that policies exist for a reason, but long-term customers and exceptional circumstances should ideally receive special consideration. Has anyone else experienced a similar situation, or does anyone have advice on how to proceed with reques

Whenever we add new subscribers, they have to verify their email, sign into the status page, and then manually adjust their timezone.  Asking a large number of users to perform these actions is going to cause a lot of confusion and inaccuracies.  Is there anything on the roadmap to better manage subscribers, particularly when those subscribers are also requesters and employees?  We should be able to manage these as company administrators and not rely on the users to configure these things themselves.

Greetings,I have been pulling my hair out trying to find the right/best way to do something that seems simple on the surface. I need take the value of the Time Entry field “time spent” which unfortunately is stored as a String, and turn it into a number so I use it to then calculate against an “hourly rate” field associated with an Agent. The only part of this whole process I cannot get to work is the String to Decimal conversion. time_spent values are stored as a String like: “02:30” which means 2 hours and 30 minutes. Because of this I am currently using substring to split the values into the Hours and Minutes portions so I can then divide the minutes by 60 to get a decimal. I then need to add both back together. The closest I have come to making this work is:abs(substring({{P4.root.time_entry.time_spent}}, 0, 2)) + abs(substring({{P4.root.time_entry.time_spent}}, 3, 5)) / 60 This makes absolute values from the String portions xx:yy respectively and adds them together. It appears to

Hello,I am attempting to setup an automation in the asset module that updates the current location of a unit based off the IP address reported by the asset agent.The IP address field is parsed as a string initially, and I am performing an operation to extract the third octet. In my environment, every 10 digits in the third octet is a different location, so if I can determine the third octet is within the range of a site, I can assign the current location of the device. How can I convert a string type to a number type, for the purposes of performing logical operations within the workflow orchestrator?With the current logic I have built out, I am extracting the third octet of the IP address which gives me a 1-3 digit string, I need to be able to perform less-than operations on that string to determine the location to update the asset. How can I do that? Currently, the program rejects that as the result of that expression builder block is a string.  Thank you

Hihi, working on some automation, yet missing the final piece, which isto obtain the attachment from purchase order studied the documentation (Service Desk API for Developers | Freshservice), no luck any guidance would be greatly appreciated! thanksJonathan

We have some kind of bug in a couple of our change lilfecycles. The field seems to be both marked as mandatory and locked in Change Lifecycle. There is no way to change this.Has anyone experienced the same problem?  

Hi,I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy.   Product team please consider option to keep authentication method using Username/ Password.Thanks Trung.Le

Hi I am Samir, from the Netherlands! 👋I'm looking for someone who can help me set up an e-commerce chatbot for webshop owners. I want to offer this chatbot to customers, but I have no developer experience and don't know how to handle the setup. Additionally, I want to implement a scheduling chatbot, but I'm unsure how to set up the calendar integration or even create an API library. Is this something that can be done easily, or do I always need a developer for it? Who can help me get started? A walkthrough would als be really great!

In our organization, we are trying to standardize group membership based on Department and Job Title. I’m also setting up our Onboarding module to automate as much of the setup in Azure/MS365 as possible. For instance, if we bring on a new IT employee, I want the workflow to add this employee to the relevant IT security and MS365 groups in Azure.I’m finding that in my Onboarding workflow there is no way to filter the requests by the department or job title of the new employee. The Condition node doesn’t allow to filter by Onboarding fields, just by the ticket fields, and the tickets themselves are usually assigned to IT or HR. Has anyone else had any luck using the Workflow Automator, along with the Azure AD - Orch app, to build the user account and add to security groups based on a new employee’s Department membership or Job Title?

On most forwarded tickets, I set the status as Waiting for Third Party and then the ticket reopens when a response is received.However there are a number of occasions where I cannot trust that I will receive a response and therefore leave these tickets open and use tags to show ‘Waiting for x’ and have this column visible so I can see the status. The problem is, there is no way that I know to see when a forwardee has responded without having to go into the tickets to check. Is there any way of visually being notified that a forwarded response has been received? Or is there a status change that enables me to see this? Many thanksGeorge

I’m having a problem getting the Feedback widget onto my customer portal I copied the pop up widget code and inserted it on the Portal Home HTML code but it just isnt taking However that Pop-up shows on the agent portal which isnt a great help as it needs to be available to requestors I placed it in the <section> out the <section> even added a body tag and encapsulated the script … but nothing 

Does anyone know, if it is possible to populate a custom field of a service request with the value of an asset type_field? More specifically I’m trying to insert the serial_number of a hardware asset after the Service Request has been created.I am able to get the serial number with a web request and parse it with the parser node, but cant seem to get the last request to work. I’m not sure if it is either the endpoint URL or the response body that is wrong or maybe it is not possible entirely? Thanks for the help in advance!

Hello,I'm wondering if it is possible that I change the button “Mark ticket as closed” for requesters. I found the option via “Admin → Rebranding ServiceDesk → Portal customization” that I can change the code for this button. But can I change this button to that a ticket will be marked as “resolved” instead of closed? Or if there is an another option to change this, please let me know.

I need to do this:Retrieve the list of patients due for reorder from FreshSales.Pull patients assigned to the reorder workflow. Extract patient details: Name, contact info, assigned sales rep.Please help me how I can do this in freshsales.

In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months,  I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.Is everybody else having the same experience?

Hi Team,  I need to know how to download a ticket through API, currently user click on “print” and save as pdfthe URL would be like this “https://helpdesk.ABC.com/a/tickets/12345/print” unable to locate any API related to download or print a ticket  please adviseJonathan

We have been using FreshService for about a year.  One of our outside vendors that works on our security system uses Jira Service Management, so we’ve had some exposure to that system recently. One of the really handy features of Jira has been the ability to “@mention” our coworkers (other agents). This is helpful in that I can say someone’s name in an internal reply and it calls their attention to the ticket via an email.It appears that FreshService does not have this ability. I know I can create a “private” note, but even this doesn’t let me clearly and easily “tag” someone in the ticket…  I have to put them in the “to” line.I searched the community, and I saw an old feature request for this, but I can’t even upvote it, as it says voting is closed.  It gives no indication of why it’s closed (that I can tell?)  Maybe this means the feature has been implemented and I just need to know how to turn it on? Anyway, I’m hopeful this is just something I’m missing in our settings.  Thanks for

I would like to to compare 2x dates i.e.D1: Date From (item.Fields.Date from)D2: Date To (item.Fields.Date to)I want to check if the D2 does not exceed 1 year of D1 if it does I would like the Business Rule to throw my content error.Could anyone help please. Thanks 🙂

We have a workflow setup that when a service request is submitted it goes to the Dept Head then to the CEO for approval (provided the Dept Head doesn’t reject it).What used to happen, is the ticket approval email would send Last Approver (if applicable): {{approval.last_approver_name}}To the CEO. This way she would confirm that the correct Dept Head approved said request.As of a few days ago, this simply stopped working and the “{{approval.last_approver_name}}” field is now blank when she gets her approval email.I raised this topic to support who informed me this is working “as intended” but we had it working this way since we implemented Freshservice 2 years ago. This is what's happening.This is it working: