Using Freshservice

Anyone have a clean way to show the current approver of a ticket? Right now we maintain a “Approver’s Name” field through automation, but the second we step out of workflow we have to manually update it and the API doesn’t pull active approvers name or email. 

Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated calls to the API until all software has been returned, then filter the results client side.However, this is inefficient, especially when there are 1000s of software records in the Asset database (due to discovery agents/probes).In the front end, the software list can be filtered by using the “search software” field. This calls an api endpoint - https://domain.freshservice.com/api/_/applications?discovered_view=false&filter=search&order_type=asc&page=1&per_page=50&search_term=Google+ChromeThis can be called in the browser (after logging in to the frontend). But returns 403 (Forbidden) when using the APIK Key authenticationAny ideas?    

Hello guys, my company acquired the service desk, I would like tips to improve my experience with the tool.I am responsible for managing, a big responsibility.Thanks

At present Freshservice only sees a ticket as responded to if you hit REPLY through the ticket itself.  We often log and resolve a ticket at point of call, but it doesn’t see it as responded to even though it has sent a resolve email to the requester.  Sending a REPLY email for the sake of getting a response then a RESOLVED email straight after causes additional work and doesn’t look good from the requester’s side either.  I have a manual workaround in the reporting which looks at FIRST RESPONSE RESOLUTION VIOLATED = TRUE/FALSE, then reports on SLA response for the subsection that is TRUE.  Not ideal.

eprocurement software is an indispensable piece of business the board. It helps associations computerize and smooth out their acquire to-pay processes. By utilizing eprocurement programming, organizations can work on their main concern by decreasing expenses and further developing efficiencies.

Hello,Does anyone know if it is possible to order the Filter tickets you see when in a ticket at the right side of the screen?       

I am tinking in our change management board and attempting to trigger an email to a distribution group in Exchange. Some of the people are agents, some of them are not. I’ve tested the distro and made sure it is accessible from outside of our org, but when I type in the address in the action, it just disappears.   

Hello, i tried to use both Agent Apis: GET: /api/v2/agents/[id] and GET: /api/v2/agent_fieldsbut results are not matching, for example, agent_fields api returns this field:{ "default_field": true, "editable_by_admins": false, "editable_by_agents": true, "label_for_admins": "Full Name", "label_for_agents": "Full Name", "mandatory_for_admins": true, "mandatory_for_agents": true, "name": "name", "type": "name", "visible_to_agents": true}and when i get the agent by it’s id, i don’t see that field in the response but i get a “first_name” and “last_name” attributes.Am i doing something wrong or the Api docs are not updated ?Thank you !

 Hi! I want to integrate with Microsoft Power Platform. However, when setting this up, the Power Platform requires the API username and API password. Our org has SSO enabled, and therefore we cant provide username/password for Freshservice. Any way around this?   

Hi guys, I find difficulty to generate a report of Tickets created a period of time. but no Child tickets should include.Situation:I am having a integration which triggers numerous tickets every day so I used to merge multiple tickets with certain Parent Ticket, at the end of the month, while taking the report i could only get all the tickets created, but my intention is to exclude all child tickets.can some help here! 

This HDI ITSM event is being held in November. I just wondered if any Freshworks Community members are attending and perhaps we could do a meet-up.@rashmi.nag @Isaac Thomas @alyssia.correa do you have anything planned?

Hello, I have a customer with a quite extensive Service Catalogue.But, there are a lot of items that don't have a text paragraph.Does anyone know if there is still an option to add a text paragraph to all the items at once?Looking forward to hear from you!GreetZ!Chris.

Is it possible to create a requester group so that only agents (not requesters) can access the service requests within a certain service catalogue folder.I am thinking along the lines for IT requests for IT, where only the IT team (most of which are agents) have the ability to create a service request for another area of IT. I don’t want other requester to be able to see these service requests.Is that possible? Is there a workaround?Thanks​​​​​​​Dave

Dear Forum users, We have a requirement where we need to use a ticket to handle each Application access with multiple Modules and each Module will have multiple roles. We tried to create the same using Service Request module, however three level multiple selection is not possible using FS.Application => Modules => RolesDo let me know if anyone got solution for this scenarion. Thanks JS

Hi ,Is there an API to get all the service requests ticket details  with below condition:agent_id=<agent_name> AND status=2 AND (service_item_id=<id1> OR service_item_id=<id2> OR service_item_id=<id3>)Thanks, Renjith.

Hi! Is it possible in Freshdesk Automations (in Ticket Creation), to call an external webhook, bring information and post that information on a Reply (using the v2 API to create reply) on the ticket? 

When I need to manually add a new contact or a new company, I hate having to drive 100 miles.Admin > scroll to bottom of page > Contact > Add New Contact   Admin > scroll to bottom of page > Company > Add New Company      M A D N E S S  !!!!!!!Is there any way to add buttons here? or here?Thanks!

I’ve just been reminded about how much I don’t like the term “ticket deflection” in IT support scenarios. It always makes me think that customer/employee/end-user requests are unwanted rather than that self-help is the quickest and easiest way for them to receive what they need. It’s like the IT service desk is stating “go away, we’re too busy for this.”What do you think about the term and which others make you think that their use misses the point of ITSM and IT support? Please share as a response.

I am attempting to craft a CAB email for changes and the request I have from my management is to add the rollout and backout plans into the CAB approval email. I can’t seem to dig up the Dynamic Placeholder for those fields, which makes me feel like they don’t exist, and I am hoping someone here can prove me wrong. 

We would like to have request fulfillment implemented but in its current state its useless.The items are displayed by Name, Department, Location and Asset Tag.All of this does not include the important information like: Product, Model, Serial number and so on. How can the displayed elements be changed?The following screenshot shows an Apple MacBook, and Dell Latitude 7410 and a Dell Latitude 7420. No difference can be seen……. 

Hello everyone, I’m curious how you work with the onboarding module. How do send tasks to stakeholder that doesn't working in Freshservice as an agent? Like facilityHow do you work with checklists?  Have any how to use them to control the progress?  TIADaniel

We would like to be able to use dynamic placeholders to create signatures for Agents.  Not all of the fields we want to use, like the Department Name of the Agent, is not available as a placeholder.Additionally, if I am not the assigned Agent to a ticket, and I want to Reply/Forward a ticket, the best I can do is add a “signature” that shows the assigned Agent’s details (like name, email, etc.), but I would prefer to use the Current User’s details.I’ve read all the documentation about the Global and Dynamic Placeholders, but this information is not available.  Are there any undocumented placeholders that will accomplish this for me?I can see in the page’s DOM that there is a “current_user” object, which exposes information like:current_user.agent.user.name current_user.agent.user.job_title current_user.agent.user.department_names.[0]But using Handlebars syntax will not give me access to this data.  Has anyone else been able to accomplish something similar to this?

With Halloween now just 2 weeks away, it seemed to be an appropriate time to ask about the things (related to people, process, or technology) that keep you awake at night (OK, perhaps too strong a phrase).But what are the things that currently “haunt” your IT service desk that you’d love to be rid of or addressed? Please share via a response.