Using Freshservice

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I have a Supervisor Rule set to kick off if status is pending, pending reason (custom field) is set to waiting on customer AND Hours since Agent responded is 2 hours (for testing).  If those conditions are met, then it will reopen the ticket and send an email.   The rule is not kicking off.  I have a ticket in Sandbox set to match this rule criteria, but it is NOT changing the status or sending the email.  Thoughts?  

We have a unique situation. We use tasks to keep track of steps in new user creation/setup for a service item for on-boarding. We have a workflow Automator to auto create tasks and assign it to a group. The problem is every task for the same item goes to a different person in the group. Does anyone have a good way to create multiple tasks on one ticket and have them auto assign to a group, but assign to one person in that group?

I have the “Promote the self service portal” enabled, this is a default Automator rule that performs the following:  When doing some tests the tickets are still being logged and no mail notification is sent to inform the user to use the Support Portal instead. When i open the ticket the channel is set to Email also so i don't understand why the workflow is not working? 

Hello, We began an onboard for an employee and then the employee rejected the job offer. How can we cancel the onboarding and close child tickets at one time.

Have you enabled Dark Mode in your instances? How about switching to Neo portal for a quick check or setting or changing your password or resetting your 2FA?That makes a huge visual impact, right?I guess the next step in Dark Mode should be Neo.Do you agree?In case you do, here’s the Idea in order you could vote on it:Dark Mode in Neo portal | Freshworks Community Regards,

Hi All,I am on a Fresh Service trial at the moment, looking to see if FS will make for a good alternative to Jira. I would like to find a reliable way of providing visibility to the Reporting Manager when an onboarding request is entered for their Department by HR.I am not looking to have the Reporting Manager “approve” of an onboarding request, I’d just like to see if there are any options to have them notified that an onboarding request was created for their team and also have the reporting manager have the ability to add comments if needed. Any thoughts or suggestions?

Hello team, i am Adil a Junior Data Analyst at Taskaler. As we are using the Freshdesk Services to manage the tickets generated by the employees. As I got integrated the data of fresh services with the powerbi, but I am missing the time spend column. In the API documentation I can only get the Time spend for just one Ticked ID, but I want for the whole, anyone from the team can help me please ?  

Hi all,First time poster in this forum and still very fresh to FreshService.As a Business Rule we've set to Mandate a Resolution Note when the ticket is set to Resolved. Today, I’ve found out that Business Rule is ignored when you answer someone in the ticket and use “Send and set to Resolved”.We want all resolved tickets to have a resolution note in it. I don't mind if people use “Send and set as Resolved”, but in that case I do need the resolution to be filled in. Right now, this needs to be done manually.The question: Can I disable “Send and set as Resolved?” or “Can I make sure the actual message (without Hi…, and without best regards) is set as resolution note?”I could be missing other, maybe even better, solutions. If so, please let me know.Thanks in advance!

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.I don’t want to use

I’m new to trying to use the API.I’m trying to create a new ticket once some action is taken on an existing ticket.  In my case when we offboard someone, after they have been offboarded I need to file tickets and assign to different business owners so they can remove the user from their systems.I created a Web Request as follows:Request Type: PostEndpoint: https://domain.freshservice.com/api/v2/ticketsCredentials: Inline CredentialsAuthentication Type: Basic AuthUsername: my API KeyPassword: X  (thank you @zachary.king for posting that in multiple topics)Body: {  "description": "Details about the issue...",  "subject": "Support Needed...",  "source": 2,  "email": "myemail@mydomain.com",  "priority": 1,  "status": 2,  "group_id": 999999999999,  "System": "Salesforce"} The issue I have is System is a required ticket field.  If I don’t include it in the body I get an error stating :{  "description": "Validation failed",  "errors": [    {      "field": "system",      "message": "It should

Hi, how would you implement to in general sending out notifications except for one specific requester, which is external? I saw there is “Skip new ticket email notifications” in the workflows available, but this is only for the initial mail I think

Context: I’m working on creating a purchasing request form as a service item. This is a form where a requester can fill it out for each item they want to order. Then, we take that service request as a ticket and then go into our ERP and order it. Currently, we are using it as a Google Form but I want to use Freshservice. Issue: So, see screenshot below. If they mark Yes for the last drop-down, I want to give them the opportunity to fill it out all over again for the 2nd, or 3rd, or 4th (and so-on item). Is there any way to do this without having to add every single thing over again as a dynamic section? Is there no way to copy and paste all my custom fields for item #2 and #3 and #4, and so on? 

It doesn’t seem possible to Archive or Retire Solutions - Is there a way to do this?

Hi, is there any way to schedule export Project Time Entries ? (similar to the time entrys in ticket module)at the moment there is only the option to export time entrys in project module manually.

I’m trying to build a workflow that sets a custom ticket status (“Work in Progress”) when an agent posts a reply. It seems simple enough, and I thought I had the logic right, but it just isn’t working, and I can’t figure out where I’m going wrong. Here’s what I have:Event: Reply or forward is sent, or Note added is of type Public. Can be performed by any AgentAction: Set Status as Work in ProgressApp (Slack): Post a message (to a test channel that is confirmed to work with other workflows) I have tried opening some test tickets and then replying to them, but nothing happens to the status. It just stays Open. Nothing is showing up in the Slack channel either.I tried adding a Condition that stated the ticket status must be Open, but this also did nothing, so I removed it (it wouldn’t work for this anyway, since I want the ticket status to become WIP any time an agent replies). Where am I going wrong here? Incidentally, I have also noticed that one of our other workflows has stopped worki

Is there a way to kick off a second service request when a ticket is resolved via workflow? We have a group that is responsible for security group access and then it needs to go to the product group to provide access within the application. They do not want to use tasks.

On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager

Hello :) I have a case where I want to close all the related child tickets at once from the btn inside a parent Ticket.What is the best way? I have started testing with API to get all the childs: /api/v2/tickets/[id]?include=related_ticketsBut then, there is a big problem with iterating over the array of the IDs of the childs.If I have 20s childs, I am not sure how can update all of them?There is no For loop or simar to do the same action many times, or I cannot create my own function… Any thoughts, will be very thankful!

Hello all, As part of a Work Location Change Request workflow the IT Team is building for our HR Team, I am trying to generate a document (which I have done successfully) that depending on the response of a form or perhaps editing a ticket/service request field, it will only show one section of the document rather than the whole document. For example: If an employee is filling out the Work Location Change Request form and they state they are moving outside of Canada, and their work status will become Virtual, when I generate the document, I want it to only show the section of the Document that pertains to Virtual, rather than the entire document. I am getting the placeholders such as Name, Date and Location but displaying certain sections based on a form or ticket/service request field, I cannot seem to figure out.FreshService Help Desk said it’s not possible, however, the IT Tech who built the Work Location Change Request workflow managed to do it before he went on Paternity Leave and

Hi,I’m trying to create a workflow that will notify the requester when the agent adds a note to the resolutions tab. I’ve reached out to the support team and they’ve confirmed there isn’t a condition/function available yet for the resolutions due to it being a relatively new feature, but may be an enhancement coming soon. In the interim, has anyone come up with a workaround? Thanks in advance. :)

Hi everyone,  Is there a way on FreshService to monitor / track how much an incident costs per agent?  Say an agent’s cost per hour is £10 and they work 30 minutes then the cost of that incident will be £5.00/ I know this is a feature in a lot of other ticketing systems but cant seem to locate it in FreshService. 

It appears that Vendors are created in the vendor list, based on software that is pulled in from a PC via the agent.  Is there a way to prevent this from happening?  Is there any efficient way to get these all removed from the vendor list? 

Just been handed the support role for Freshservice and was trying to find where you set the workflow cycle for a ticket, similar to how we have done it in Cherwell, JIRA etc.  I want the agents to just be able to click through to the next step in the workflow rather than having to select a value from the drop down every time. Was expecting to find something like this, but so far it eludes me.   

Hi, community!I would like to let the users associate tickets only with the assets that are In Use or Reserved.Any ideas how to do it? Something like not showing assets in other states in a table of assets available for association or automated error messages, when trying to associate an asset in another state? Business rule for this?