Using Freshservice

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So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID For Each (Associate Asset) { IF Associate Asset includes desktop Email Desktop

Using Freshservice Pro Plan. We have a nice chart showing each hour of the day and how many tickets were created at each time. But how can we create a report that simply shows tickets created outside our service hours? Yes, we manually add them up from the chart referenced above, but we want a separate report that does this math for us. For example, all tickets created M-F, before 06:00 and after 19:00 and at any hour on the weekends?

This question was asked a few years ago by bhota, but it did not appear to be answered. A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs is imported as a whole number and shows a number like 58453000 which does not make any sense because the ticket the actual data is something like 16hrs 14mins It imports as a whole number and when you try and change to a time it errors out

How do I stop the video that I have embedded from autoplaying in the KB? It seems when I pasted embed code, it edits it out. Starts like this: <iframe src="sampleurl" width="560" height="315" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe> After saving, looks like this: <iframe src="sampleurl" width="560" height="315" allowfullscreen=""></iframe>

To reduce administration time, it would be very useful if we could automate assigning an asset to a location via a ticket. We would need to be able to use a workflow or other automated function to assign the asset into a specific room location in Fresh. Fresh have suggested creating a requester for each location, but having multiple sites with infrastructure equipment in it, it’s not practical. Does anyone have any solution to this?

Bonjour suite à un export Excel, il manque les dernières 665 lignes d'analyse d’un fichier de 3900 lignes sur FRESHWORKS

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Does anybody know if it's possible to show a list of assets in the support portal? Basically I just need a list of assets with certain properties like location, asset_tag and so on which belongs to the company. It would be very nice to also show the relationships. Ideally this should be displayed on a dedicated page but as I understand from support, it is not possible to add an extra page.

I think I read that there’s a limit to the number of assets managed in FreshService and there is a cost to increase the limit, is that correct? if so, what’s the initial limit?

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get. I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed). Pictures of what I’m wanting below. Yellow in agent view is what I want on the requester view.

Hi Team, I need to export data on the articles/solutions we created in freshservice. I need creation date, title and other possible information. Could you please advice how to do this? If only API option is possible, could you please help me with an example request? Thank you

Working on onboarding and offboarding and automations to cut down the related work. Offboarding gets a bit unique when it comes to time- For voluntarily separations, we usually want to handle those at end of day. That would seem easy enough to handle, to get last day from the offboarding form and use a timer to count until then? - or maybe scheduled flowsFor some separations, we need to make sure we don’t touch anything until we have more precise timing- locking out accounts after the user has had their separation meeting. I can think of a couple different approaches, and I’m curious how other people have handled this.

We have an issue with Chromium based browsers when agents add an asset to our inventory, under the Asset Type field, the drop down only shows 1 asset type. This is an issue in Chrome and Edge however in Firefox and Brave this is not an issue. We have tried inprivate and incognito settings in the 2 affected browsers and the issue remains. Hoping it’s not just us and others have the same issue too.

I’m trying to execute a fairly simple powershell script with a very long input … it works in microsoft powershell ise but not in Freshservice automation. The error reads like 400 completed_with_errors false Failed to decode:Unexpected character ('<' (code 60)): expected a valid value (number, String, array, object, 'true', 'false' or 'null') at [Source: Request-URI Too Large WEBrick::HTTPStatus::RequestURITooLarge WEBrick/1.6.0 (Ruby/2.7.2/2020-10-01) at TPVSINFPFS01.ad.toddenergy.co.nz:4567 ; line: 1, column: 2] AND the script is like: ConvertFrom-Json -InputObject @" {{P5.root.results.results_object}}"@ | Format-List where {{P5.root.results.results_object}} is very long, about 12K characters. Yes it is valid json, microsoft powershell ise has no trouble with what I am testing. I’d rather not write the contents of {{P5.root.results.results_object}} to a file. Any other options?

Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?

Afternoon All, I’m fairly convinced this isn’t possible, but our business is in the process of reviewing our workspace configurations, and we’re looking to see if we can report on ticket movements between workspaces (to see if our implementation matches the use case for WS’s). Is it possible get an idea by report or otherwise as to how many tickets moved where, and possibly which direction etc.? TIA

Does anyone know how to change the default use of terms like ‘knowledge base’ and ‘submit a ticket’ within the Freshdesk help center?

If you are trying to install an apk via local storage ( ie, not via Google play store ) ; then go to settings : security : check allow installation of apps from unknown sources. Now try installing the apk. Apk Influx

Hi everyone, I’m interested in learning more about YouTube automation. There’s a lot of buzz around using automation tools to optimize video uploads, improve engagement, and even automate content creation. I’m curious to hear your experiences with it—whether you’ve used automation for video publishing, comment moderation, or other tasks. What tools do you recommend, and how effective have they been in boosting your channel’s growth? Also, are there any challenges or risks associated with automating too much of the process, especially concerning YouTube's guidelines? Looking forward to your insights!

In Analytics, Service Desk Review curated report, I have set a time period, chosen 3 groups (hit Apply), and run the report. I see the results on the screen. When I go to export or download the report, the results I receive are the “defaulted” 30-day view instead of the results with the filters that display on my screen. No matter what group I choose, I get the "exact same, wrong" results in the downloaded version. Am I doing something wrong or is there a flaw in the report?

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

Hey everyone! I wanted to share something cool I came across — an unofficial Freshservice API v2 SDK written in Python. freshservice-sdk-python · PyPI If you're working with Freshservice, this SDK can simplify your life by letting you easily interact with the API. It currently supports resources like Tickets, Changes, Problems, and Tasks, and it’s definitely worth looking into! I’m just picking it up myself, but I wanted to spread the word. Here’s a quick rundown: Supported Resources: Tickets Changes Problems Tasks (related to tickets, changes, and problems) If you’re looking to automate your Freshservice workflows, this SDK is definitely worth checking out. Let me know what you think. Enjoy!

Hello all, I have a workflow based on tasks, the flow is as follows: However, the action is not executed. When I look at the condition, I have correctly specified the following, in this case, a -1. This is also clearly visible in the task 'Planningstask’ in my ticket: Does anyone have an idea of what I might be doing wrong? This is want I want with the workflow: When the task planning has has been completed and if a service item contains any of those words, perform an action.

Hi,By consideration for GDPR. In our onboarding SR tickets we have custom fields that contains sensitive data. Is it possible, using workflow and automation, to create a task that clears all data in these fields when the SR ticket has the condition closed?