Using Freshservice

Hello,While testing the API I noticed that the credits get charged without extra data being yielded. Eg:   /api/v2/changes?include=requester,statsThis charges the credits by 3 credits while nothing extra is being returned. It yields the same result as  /api/v2/changes This also happens when calling the (none-public) problem API. /api/v2/problems?include=requester,statsI understand that this is easily bypassed by using the API properly, but I find it unfair that we get charged which these credits without getting any benefit from it.Kind regards,Gerben

X-Request-ID = 85ede6e5-3960-4cba-a2f1-182369bba9bcI'm getting an error messageRest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {"code":"internal_error","message":"We're sorry, but something went wrong."}when trying to create a ticket with an attachment. Can you give any feedback?   

Part of our onboarding PowerShell script is an API v2 call to post a reply back to the ticket with the new hire's login information. This script had been working fine for the past few months and replies posted via API would also be sent to the Requester.At some point in the last few weeks however, requesters no longer receive a reply notification when the API post is made. We have not made any changes to our script.

Has anyone ever been able to successfully use the webhook to connect with Azure DevOps?

In Freshservice I have an agent who reports that the actions associated with the next / previous ticket buttons are reversed. EG click next, go backwards. click previous, go forwards.Has anyone else experienced this?

Hi all,I was wondering if anyone has any suggestions on how to handle sensitive tickets which you only want one group to be able to see, such as in our case, Security tickets.Our use case is - we want to be able to have our users log a Security ticket which is only viewable to a portion of our Agents (Security experts & Major Incident Mgrs). Our current solution sucks - we have had to make the entirety of our FS restrict access by group, so they can only view tickets assigned to their group. This is somewhat a workaround, however it means that access and visibility for all non-Security tickets is poor and I run into a whole host of complaints and problems around people 'losing' tickets as they get moved around the support teams. It requires a lot of admin, trial and error, and is ultimately not remotely scalable. It seems ridiculous that there is no way to restrict access to a specific group, but I have to inst

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view.What is everyone's practice for dealing with former employee requesters? Do you purge them or something else?What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

Hi - I already went through the articles that might be related to my problem but couldn't find any solution.  I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets  But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view!

Hi,I may be missing the option here but I would like to my Child tickets to inherit the Categories(including Sub Categories) from the Parent ticket when its closed. We are currently using the Ticket Closure Rule "All associated tasks should be completed" which almost makes the Parent - Child function useless if we also have to go in and assign categories for each of the child tickets before closing. Anyone else stuck in this situation?

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.

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=requ

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') $TicketAttri

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.

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.Th

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?