Using Freshservice

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:

Hi All, I’ve got 2 customers, who use the same software system, which emails from the same Domain. The only differentiator is in the Subject line. I tried to set an automation based on the text in the subject line, but I cannot find an action that allows the Requester Company to be updated. Is there a way of doing this?  For example… Company 1 - email address is: system@testcompany.com and is company name is set as Company 1 via Domain recognition. Subject line is random. Company 2 -  email address is the same: system@testcompany.com and due to domain recognition, company name is also labelled as Company 1. Subject line always starts COMP2Any help would be massively appreciated. 

Hello guys, I’m having issues with deploying the new version 3.5.0 of Freshservice Discovery Agent on Intune. Normally it was a simple task as it was just a msi file, but in the new version I need to add a token to the installation. I have the token, but I can't seem to get it to work in a powershell script to silently install it. Has anyone tried installing the program with the token via powershell silently? Thanks in advance

PUT API will not allow me to associate a Change ID to a Major Incident. As long as the incident is not a Major Incident the PUT API works. Please share how I can make this work for Major Incidents.https://{{service_desk_url}}/api/v2/tickets/{{change.incident_number}}?bypass_mandatory=true{    "ticket": {        "change_initiated_by_ticket": {        "display_id": {{Change_ID}}        }    }}

Is there a way to enable a user so that they can see all of their organizations tickets and not just their tickets when they log in to the portal?

Hello there! I would like to ask a question regarding Freshdesk’s ticket forms:Is is possible to link one field to another?Example: when selecting ‘Request’ → ‘Change email’ on an existing Dependant Field, a new One Line field is displayed for the client to write in the e-mail in question. The new field wouldn’t appear for clients that don’t select ‘Change email’ on the standard template. Thank you in advance!

I’m setting up workflow automation to move Changes status automatically. For example, a Normal Change upon being opened moves to Planning status. However, what I would like to do is a condition that determines if fields are ‘not empty’ and moves to Awaiting Approval, otherwise it updates to Planning status.This does not appear to work with the Event as Change is Created however and I wonder if it is a limitation because the fields don’t ‘exist’ yet despite the data being entered on the New Change form.Or maybe I’m just doing it wrong. Does anyone have experience with a similar workflow?

Does anyone know if there is a way to hide fields on the Task form?Task is not an available choice inside Business Rules for Forms in Global or Workspace Admin settings. From what I can tell this means there is no way to. However, I’m also fairly new at this, so thought I’d check with the community.

Hello all,I am trying to populate my ticket with information from a new field that I have created in Companies.I cannot seem to get this to appear and I have asked questions and looked at some tutorials but nothing has worked. I just need the maintenance plan to appear in the new ticket so that I have a quick reference as to what to charge our clients without having to refer to another source of information. I have added a new dropdown field in Companies called “Maintenance Tier” which has 3 options. Upon Company created this is a required field that will have a value.  Admin → Company FieldsNew Maintenance Plan field How it looks within the Company profile

We have custom forms for our master data management operations. As seen in the screenshot, this form has different fields such as Customer Number and Company Code. Our challenge is, we want to consolidate some of the data from within the form for a lot of tickets (over 1k) in an excel sheet. One way is to examine each and every ticket and copy & paste the data under those fields. This obviously doesn’t scale well. We tried to do it using the analytical module as well as the Ticket filtering. But we couldn’t find our fields there. Is there any way to overcome this challenge?   

Question, how should the relevance of searching in Freshservice solutions work? I have an article where the search term (single word) is 16 times in the text, none in the title, no tags or keywords. That one is on the first position at the search results. Another article has 19 inclusions in the text and 2 times in the title and that one is on the second position.I am wondering what the relevance determines and what is the best practice for Freshservice to influence the ranking for your articles? For the most popular search terms, it is important to show the results which are most important to the organisation.

I'm trying to create an expression in the Expression Automator to compare a date in {{E1.result}} with the current date and time. Specifically, I want to compare it to now in the Asia/Kolkata timezone and also add 1 day to the current time in that timezone.However, I’m running into a few issues:I can't seem to specify the timezone Asia/Kolkata directly in the now() function. I'm also unsure of how to add a time interval (like +1) to now() 

We are using the default survey which has a satisfaction rating from 1to 5 and currently only use Fresh Desk Tickets. When looking in Analytics there does not appear to be a CSAT metric for tickets on chat. It appears that Survey has the results from our CSAT which is good and I have been able to create some insightful reports but now I need to get an average score over all Surveys answered within a Period of Time. However the metrics does not appear to give me an average score the nearest I can do it output the total an fiter by choices giving me the total number of responses for each choice made. I then have to manually get the average score.Am I overlooking something obvious or am I limited to what I have already found?

Using the PUT API for tickets, I can associate a Problem’s Display_ID to an Incident ticket. But, If the Incident is a Major Incident, the API will not allow me to PUT the associated Problem Display_ID. I tried to got the opposite direction and make the association to the Major Incident on the Problem ticket. But, the GET for the Problem record only shows associated Change. How do I associate a Problem record to a Major Incident using an API?https://{{service_desk_url}}/api/v2/tickets/{{change.incident_number}}?bypass_mandatory=true{    "ticket": {                "problem": {                   "display_id": {{Problem_ID}}        }    }}

Hello,I have a question regarding customizing the ticket form in Freshdesk. I would like to achieve the following:When a user selects certain optional fields, I want the 'Subject' field to automatically update with a predefined text header. Specifically, when one of these fields is selected, the subject should change to contain the text "ID: ", for example, so that the customer can fill in the required ID in the same text field they would write the issue description, without the need to create a new field.Is there a way to set this up using the current Freshdesk customization options or automations?Any help would be appreciated. Thank you!

I have just sat your C003. Freshservice product expert certification , and was reviewing some of my wrong answers. I’ve gone back over some of them and have been able to check in the program that a feature or functionality is available. Please can someone review the exams ideally before I start putting our staff though them. (tried to post this in the “courses, Curriculum, and Certifications” sub forum) 

Hi, we are new to freshservice and have a use case where I don´t know how to realize in Freshservice. We are service providers for a few companies that get invoices from us at the end of the month. This invoice looks like this for example: Customer A:     PC “PC01” 4$    O365 15$    Monitor 13$     …. Factory A:     PC “PC02” 4$    PC “PC03” 4$    PC “PC03” 4$    Softwarelicense for Software A 9$    Softwarelicense for Software A 9$    Softwarelicense for Software A 9$ We looked at this in freshservice - “Customer A” and “Factory A” are our customers. We assigned them the PCs as hardware assets that has price X. Our problem starts at the software. We need to be able to assign a software more than once to a customer. Software with type “SaaS” in Freshservice is only able to be assigned once per contact. Any suggestions for us? How do you issue invoices to your customers?We a

We are wanting to add a approval process to our tickets.how do we add the users managers to be able to approve any request? 

We have a custom status “Waiting for Onboarding WFA” that does not have the SLA timer on it (so SLA paused).  When the ticket is in that status, the Response and Resolution show paused.  As soon as the ticket moves though to Open, the Response SLA shows past due, even though the ticket immediately went into this paused SLA status.  My question is, Is the Response SLA paused when the SLA timer is not on?  The Resolution calculated correctly, but not the Response.   You can see on this ticket, the ticket just moved to open status and the Response SLA is 1 day overdue.  The ticket went immediately into this Pause SLA status when opened as part of a workflow.  

New Freshservice user. I’m looking for best practices for tracking our ISP/broadband services (we have many.)The closest I can find is to set up ISP as a “hardware” type of Asset, so I can attach a Vendor. That more or less works, but it adds to the asset several things we don’t need.If I look to set these up as a service (most logical), I can’t associate a Vendor.If I set up as a Contract, I can’t associate a location.Ideally, these would be considered Services with an associated Vendor and Location.Maybe I’m just missing something due to being new to the product.

When using Whatsapp proactive campaign in freshservice and sending a message with an image I receive Media format used is unsupported, even though the image is a PNG/JPG.Any one come across this?

Consider that you have integrated your Freshdesk account with Freshcaller. If there are multiple support email addresses (e.g. support@freshdesk.com and support@freshchat.com ) in the ‘To’ address of an incoming email, this will forward the email individually to your Freshdesk account. This, in turn, creates separate tickets resulting in ticket duplication. Any solution to these

We use a support email address (Microsoft 365, newly configured for our domain) that automatically creates tickets whenever it receives an email. However, we've run into an issue: when Microsoft detects spam or phishing and quarantines those emails, the system still creates a requester profile for the sender.Is there a way to prevent these unwanted requesters from being generated for quarantined emails? We’d appreciate any guidance or best practices you can provide to help us address this.Thank you in advance for your assistance.

Currently our software list is a mess. Different versions of the same software are visible as different software. For example; This is also the case for bigger applications;How do I keep my software list organized?

Hi Community,I want to create a dashboard for a group, where one tile counts the number of tickets created (i.e. is the requester) by the person viewing the dashboard. is there a way to define this with the Requester filter “Me”, similar as there is this option for the Agent field? if not, any ideas for a workaround?Thanks, Günther