Using Freshservice

How does everyone have their DNS Records setup for FreshService custom portal url’s? Do you have a CAA Record on the sub domain or the parent domain to allow LetsEncrypt & Google to create certs? Or just the CNAME Record? Long Story:We have had FreshService for a while now. We currently ran into an issue where our cert, that Freshworks manages, did not renew for the custom url/domain. This caused FreshService to automatically convert our instance off our custom domain and onto a new freshservice domain. I will let you imagine what that means from an integration and auth perspective.Support can’t seem to figure out how to get us back onto the custom domain. The portal throws errors, which they are blaming it on CAA Record values. RTC Standards state the CAA should be pulled from the CNAME, which would be from the FreshService sub domain that was created for us. Your not supposed to have CAA Records and a CNAME on the same domain.  I notic

We are in MSP mode with 3 internal companies.Company 1Company 2Company 3 We created a workflow to automatically assign the ticket based on the company, but it’s not assigning correctly.Step 1  What should step 2 be? I have it asRequester Fields.Company Name includes any Company 1If yes, then assign to restricted group Company 1 AgentIf no, then it goes to the second option.Requester Fields.Company Name includes any Company 2If yes, then assign to restricted group Company 2 AgentIf no, then it goes to the last option. Testing this, it will not always assign to the correct restricted group. If we change from Company 1 to Company 2, it will change the company to Company 2 but stays Company 1 Agent. We d

How do I create a report that shows the version of Windows? I want to create a report that shows the version of Windows 10 as we are upgrading users to Windows 11

Can I embed the search bar in my own site? I'd like to enable my clients to search both solutions and forums.Thanks!

Hello,To give a little background,I am looking to use the Onboarding module to make it easier for our agents to set up any incoming employees to the company. The issue we are currently having is whenever the information submitted gets sent to HR and the approver, we don’t see that information come through the ticket. And even if we wanted to forward the request over, nothing is being shown so the approver doesn’t know what exactly they are approving for.  Thanks in advance. 

hello i want to Integrating a Zebra printer with Freshdesk (or Freshservice) and i want configuring the printer to handle label printing for tickets or assets how can i do this if i anyone knows?

I’m ok and Alright.

Hello!I need help figuring out how to put in a code or something to remove the Agent’s last name from the customer portal ticket view. We’ve removed names from the emails whenever an Agent replies, however they can still see agent names when they log into our support portal and look at the tickets. And I have no way to hide it via the Agent User fields.  We are about to implement the V2 low-code portal, however I can’t manage to figure out how to change the coding in the customization field to hide the agent last name. Anyone have any ideas? I see coding for the V1 portal, just nothing for V2.Thanks!

How can I add to a form the ability to be approved by a group of users, for context, I need to create a form so a user can request a software to be installed or assigned to the device is being used but the request has to be approved by someone between a group of people, I know how to create the form but no how to add that approval request or select who will be the approver.

How can I create a report listing all open tickets or different to closed or resolved categorized by group that shouldn’t have a date range but be all tickets that meets criteria of open

Hi everyone,I’ve been using FreshService for over 2 years now and I always thought this functionality is out of the box and all of my agents can see the details of our requestors when hovering the mouse over their requestors’ names, under the subject of the ticket:Apparently none of my agents can gather the user information like me, and the name of the requestor for them is written in black not in blue, and it’s also not linked to the user’s profile in FreshService.Does anyone know what role they need, or how I can open this functionality for all of my agents? I am an administrator in FreshService, so I am used to having more access than them, but I don’t see why this feature would be restricted for them and how to give them access to this box without promoting them all as administrators :)Your support is appreciated

Hi, Does anybody know if there is a way to remove English as a language from the Freddy suggestion window when replying to a requester?  Today we only use Swedish in Freshservice as language but English is the default language in the Freddy suggestion area.    

Hey guys, I want to automate the part where tickets get automatically deleted if it has an answer from our support. So we currently are still working trough gmail instead of freshdesk. Because we dont want all emails as seen, we forward all our emails from our info to a different email and use that for freshdesk. When we react trough our info mail and we then get a reply back from the client i want to delete the ticket automatically. First i thought we can do this by using a email contains … but it doesnt work since there multiple mails and i think it only scans the first email of the client. How can i make sure that the mails that get forwarded get deleted once our team replied to them and got a response again back from the client (Once we get response back it gets forwarded again).

Hello,i have been trying to to update multiple assets via API.The call im trying to make should update a type_field of all assets that are associated to an exisiting ticket, but i cant get it to work correctly. If I use a parser and want to parse the display IDs of all retrieved assets, it obviously runs into failure, because the URL contains the display ID of all assets im trying to update simultanouesly.Does anybody have a good solution for this? I’m super new to API so I don’t have any idea how to bypass the problem with multiple display IDs.Thanks in advance! 

Hello Community!I am trying to create a report to see how much time was spent (sum of tracked time) on tickets that have specific tags.The issue that I am facing is that every time I choose a metrics linked to timesheet, I cannot filter by tags.Any idea how I could achieve this ?Thanks in advance !Tonio.

Need to create notes with attachment by (client.request.invokeTemplate)  method

I am unable to download the list of tasks from the system. I need to generate and receive a sheet containing the tasks, but I do not see an option or functionality to do so. Could you please assist me in resolving this issue?

We are in the process of integrating vendors into our FreshService environment. It is essential that these vendors are visible and editable by non-admin agents. Could you please advise on the best approach to achieve this without granting admin rights to the agents? We aim to ensure that all vendors can be viewed and edited as needed. 

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 ho