Using Freshservice

Under the sprout plan, is there a way that I can add selection values to the Category - Sub-Categories section of a ticket properties?I've searched around on the Solutions and Forums as well as in the Admin panel and I'm not seeing any area where I can modify the Sub-Category of Software from the default selections of : MS Office, Adobe Reader, Windows & Chrome.

I am unable to get Onboarding Kits to operate correctly.  Everything is defaulting to the default onboarding kit.I am also unclear if a new hire can have multiple onboarding kits or if they can only have one.

Canned responses in Freshservice help you save time by creating stock replies to tickets. While replying to tickets, the agent can choose to quickly reply with a canned response.Look for the canned response icon in reply to ticket view as shown below.It brings up the list of canned responses you have already created.Select the desired canned response and hit send.BONUS TIP:Next to the canned responses icon, you see a knowledgebase icon. Click on that to bring up your solution articles. You can choose to reply to the ticket with a specific solution article.It works the same way as canned response. We have gone one step ahead and let the agent choose if he wants to just send the solution link or the solution content to the user.

Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva

How do you freshservice users out there handle tickets that you no longer have the purpose (GDPR) to store but want to keep the overall statistics for?Is there any way to clean fields like subject, description comments, attachements but keep ticket type and catagorys for example?

Hi everyone, I recently tried to reinstall the Discovery Agent on a user machine and this error returned when uninstalling the Old Agent, I try to uninstall as a machine administrator, I also tried to install a new version that can remove the previous one and it always returns this software error, could anyone help? Windows 10 x64 system;  thank you all

All the other fields seem to auto populate based on the parent request (before submitting). Parent Request:Related Items:

Hi,After create a ticket without fill category field,when i need update this same ticket , i can't because is set NULL.But if i manually change category to another one and try update from API is work.Anyone already had this issue?

According to your article, macOS Catalina is not listed as a supported OS. I've installed the agent on two Catalina test machines. The first Catalina machine (configured in Jamf MDM) doesn't report at all. This might be a security setting blocking reporting; I need to investigate further.The second Catalina machine reported, but its data attached itself to different device -- one that was used to migrate a user directory (using Apple's Migration Assistant) to the machine with the agent installed.Anyone successfully using the Discover Agent on Catalina machines?Thank you.

We have recently launched forum for Freshworks developer community (https://community.developers.freshworks.com). We encourage all the developers to discuss queries, ambiguities, know-hows, and points of interest with fellow app developers and Freshworks’ engineers on the forum.  Visit the forum to sign up and be part of the awesome developer community!Do you please mind posting the same question in the new Forum? We have moved all our experts to this place where you can expect faster help.

Hi I get this error with my powershell script. How can I fix so the request goes through? Invoke-RestMethod : The remote server returned an error: (400) Bad Request. Here's the script: [System.Net.ServicePointManager]::SecurityProtocol = [System.Net.SecurityProtocolType]::Tls12 $APIKey = 'K58O3NlKuIMP2ZFh7BtY' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') $URL = 'https://bcservices.freshservice.com/api/v2/tickets' ########## $TicketAttributes = @{} $TicketAttributes.Add('requester_id', '15000000000') $TicketAttributes.Add('email', 'example_email@email.com') $TicketAttributes.Add('phone', '555-555-5555') $TicketAttributes.Add('status', '2') $TicketAttributes.Add('priority', '2') $TicketAttributes.Add('source', '2') $TicketAttributes.Add('type', 'incident') $TicketAttributes = @

For example, I created at ticket level a new custom numeric field called "estimation" and each time a time entry is saved I want to check if the sum of all entries exceeds the "estimation" field.If it does. Don't let you save the time entry.If it has to be developed, can you gime me more info on how to do it? because in this case it is not a custom app.

Is it currently possible to only return 'open' tickets when listing tickets in the API? I can totally understand not supporting custom status' but if I want to return "All currently open tickets from this year", do I have to cycle through all paginated requests (including stats on each call) and then filter the results myself? This wouldn't be a big deal except I feel that, even extending the per-page limit, this would result in a large number of API calls as the year progresses.It's possible I'm just missing it entirely but I've been through the API v2 docs a few times and have been unable to find a solution.Any thoughts are greatly appreciated.

Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad

Hi,The catalog index shows Service Requests with the same generic layout which is missing the Subject to easily visually identify what the request is actually about:I wanted to get the Subject. I found several pages that are supposed to have working solutions, but don't.One was to add the item.name placeholder in Admin > Service Catalog > Service Request, and the Compose Service Request Subject section. But that was already there.I tried to add the subject from the insert window, {{custom_field.cf_subject}}, but doesn't show up on the index page either.I have also tried {{ticket.subject}} {{ticket.description}}, but those don't work either.This seems to be a bug. Otherwise, can you provide a working solution to customize the summary of a Service Request on the catalog index page? https://assetscience.freshservice.com/helpdesk/tickets/view/unresolvedThank you,Kris

The one agent I install loaded up into our account but it leaves me wondering how did it know which company.freshservice.com to load into?

For the Requesters New Ticket Created email notification, there is a default placeholder included, "{{mobile_url}}" which does not populate in the email.We are trying to build a URL that will open the mobile app to the particular item.  We have a custom URL for our helpdesk and thus have to modify the domain to reference the non-vanity url to invoke the mobile app.  However, it appears that building that URL manually and with the appropriate "ID" placeholder value added to the URL does not open to the particular item in the mobile app, it just opens the mobile app.Has anyone solved this issue?Does anyone know if the {{mobile_url}} placeholder ever worked or ever will?Thank you!

When you open a ticket and wants to change the agent, that dropdown filed is not searchable. You can only scroll in that list.In other places in Freshservice it is, for example when you create a new ticket.Is that something that can be changed?

When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks

How do I get the domain string value using the domain ID presented below?

I'm looking for a way that I can set a ticket rule using the ticket Automator.I want a rule that will increase a ticket from low to medium if the ticket has been left open for 3 or more days. I could not find a way to do this and wondered if anyone has done anything similar?

Hello. Is there a way to turn off the View More option in Service Request forms? It is impeding communication with the customer. It is more effective to not hide descriptive information and make the information accessible and easier for the customer to read. (In other words, many overlook the "View More", don't receive the information. Why hide it?

 This question has been brought to my attention, is it possible to see the Freshservice calendar in you Outlook client?Is there an intergration possibility?

Asset State seems useless if you can't filter or create workflows based on Asset State change. Unless I am completely missing it.

Most of our agents are finding it frustrating that one of the ticket update buttons has been moved from the bottom of the ticket properties pane.  It means scrolling back up to the top every time you make a change lower than half way.  If you use the mouse wheel there is a real danger of changing drop down selections etc.  There are now two update buttons very close to each other which seems superfluous. Thanks