Using Freshservice

Does anyone know of any reporting feature within FreshService that can track the length of time between revisions to Solutions articles? In order to maintain the best knowledge base possible, it would be helpful to see which articles have been posted for, say, six-months, without any type of revision. 

Anybody else having issues with Freshservice retrieving emails to turn into tickets?These are the settings that worked for me previously.Incoming Mail server: outlook.office365.com:993 (SSL) (Auth: Plain)Outgoing Mail Server: outlook.office365.com:587 (SSL/TLS) (Auth: Login)This worked fine before, I added a new e-mail and it stopped working.Also I noticed I am no longer getting the e-mails to verify the new e-mail address.Note: The info is correct because if I input it incorrectly Freshservice will give an error and not let me proceed/update the information.

The SSL behind our helpdesk had just been revoked so we can no longer access our helpdesk at all. Can this be fixed urgently please

I have an ongoing issue with the Freshservice WYWIWYG editor, where pasting a link and saving the field contents in the change requests breaks the content.Create new CR in Chrome on macOS High SierraEdit rollout planCopy a website link from a Chrome location field using Command + CPaste the link into the editor field with Command + VClick Update to save field contentsThe link and all content after it is lostThe workaround is to paste content using Command + Shift + V or edit the content outside the WYWIWYG editor.Looking at the editor source code, it seems to be based on Redactor released in 2012.

Hi, currently working in MSP mode and we would like to have different ticket templates based on company, so each company can have different field templates.Please advice how can we implement this scenario.BR,Vladimir Josifovski

Hi together,    today i experienced the following critical problem: We already had a service catalog template called "access permissions".  With this the users were able to ask for some permissions.  Inside of this template there was a single line text field.  This template was used very often before. After each request for permissions an email was sent to our managers for approval.  Now i edited the template: I deleted the single line text field and added a paragraph text field. The template is working very well. BUT:  In all of our old tickets who was based on this template the content of the single line text field was deleted.If we would be a larger iso certified company, this could be a game changer!How can this be? For me this isn't the meaning of a template, right?Is this a bug or feature? ;-)Looking forwar to hear from you.

As far as I have been able to tell, you can only do 1 level of dynamic section for a ticket.  I have a use case where for a certain ticket type we want to prompt our users for the data we need to solve the issue, because they never use the Subject and Description fields to provide it.Here's the scenario.  My desk is supporting multiple applications and I want to have a ticket type (dynamic section) for each Application.  Then under one of the applications I really need to add a nested dynamic section to be able to display the entry fields we need only if that case exists, but this is not possible right now with Freshservice.Has anyone run across this, and how did you end up handling this?

I am trying to build a custom FreshService app that copies the ticket subject to the clipboard when executed.  I have the following code, but when i launch the app from inside a ticket, it appears nothing happens.  Not sure what I am doing wrong, but would love help if anyone has it. $(document).ready( function() { app.initialized() .then(function(_client) { var client = _client; client.events.on('app.activated', function() { client.data.get('ticket') .then(function(data) { subject = data.ticket.subject; var temp_holder = document.createElement("input"); document.body.appendChild(temp_holder); temp_holder.setAttribute("id", "subject"); document.getElementById("subject").value = subject; temp_holder.select(); document.execCommand("copy"); document.body.removeChild(temp_holder); client.interface.trigger("showNotify", { type: "success", messag

Page load times for our company have gotten increasingly worse over time. Sometimes it can take 40+ seconds for a ticket to fully load and to become responsive to even the most basic actions.We have been stuck waiting for a fix for quite some time and we are wondering if anyone else is noticing the same thing?

Setup a simple "when priority is updated from any to high/urgent, then send email"Updating the incident priority has no effect, I must be missing something, any ideas ?Thanks in advance

While reviewing the documentation on how to view a ticket in API v2, there is an error in regards to the Embed options when viewing a ticket.In the Embed options table, the option for "requester" provides the incorrect include parameter and description. The value for the "include" parameter states "company" (which isn't an available option) and the description states using the value will return a list of tags (which has nothing to do with the requester).In addition to this, the Embed options table doesn't list that "tags" is a value that can be used.See the attached screenshot for what happens when you try to use "company" as the value for the "include" parameter.

Is there a workaround to just open a specific category when going to Service Cataloginstead of getting all items displayed mixed up?Thanks a lot for advice

I have followed the steps here: https://support.freshservice.com/support/solutions/articles/157152I am trying to use: action:note - Add a private note to the ticketThis does not add a private note. When I use @simonsays "action":"note" @simonsays it adds a note to the ticket but it is a blank public note. If I remove the whole command and reply to a ticket it adds it as a public note with text body included. What am I missing?

I can see in the "Helpdesk At A Glance" report that it shows the number of reopened tickets but I am curious if there is a way I can see which tickets specifically were reopened? This would be hugely beneficial to us.

Is there a way to clear a field on a csv import? We have created a requester field that may or may not have data.  I'l like to clear the field with a quick import.

Hi,I am trying to create an automator to email periodically when an urgent ticket has less than 24 hours until it is due to be resolved.However, I cannot seem to figure this out or find how to add the "due by" condition during the creation of this automation.Can anyone help? Thanks

Hi,I wonder if is possible to hide Incidents as a whole, since we are already using Service Catalog. In the near future we would like to show it again but just a few people/groups in the org. Thanks in advance.

I need to update my email address but prompts an error:I searched if the email is already been taken but no results found, neither in requesters nor agents list

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I have followed instructions for reply threading referenced here:https://support.freshservice.com/support/discussions/topics/308918No matter what I do I cant get new emails to thread to existing ticket. Scenario:I create a ticket in freshservice that gets assigned to an Agent that is actually another internal system that creates its own ticket for the issue freshservice creates. (long story!)The second system doesn't actually reply but actually creates a new "notification" email back to the freshservice system (that would seem to be coming from the assigned agent). So in order to thread it to the correct ticket to add a note I have put the freshservice ticket ID in the subject line of outbound notices from the other system. In fact I have made the subject line match exactly. However, none of the recommendations in the above thread work. I have added ticket ID to the subject line as [#{{ticket.id}}], (#{{ticket.id}}), and just #{{ticket.id}}. None of it will thread correctly. Because th

I love the Requester Responded alert on my tickets, but I would expect the alert to go away after I've read the response.  How can I make the alert go away without Replying to the Requester again?

Is there any information anywhere on the behaviours of CC and BCC on tickets. You are given the option to remove an individual user or clear the whole CC box but doing any of these still sends the agents responded to the user you removed/cleared in the CC box. To me this is wrong and if you explicitly remove a CC it means you don't want them to receive the response for whatever reason much like an email this could prove very costly and the response should only go to visible addresses on the agent's reply. If the requested then reads the CC then yes it should reappear. If this is by design then you should not be able to remove the addresses in the CC box.Is anyone else aware of this as I've been using Fresh service for 3 years and I was unaware of this?

Hi there,I am trying to get backdated invoices for my FS helpdesk. I had them all saved on  TD but it has unfortunately died.I have emailed support 3 times and had no response, if anyone has any advice on how I can get these invoices I would really appreciate it.Thank-you,Ryan

Hi Team,We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.

When using the Bulleted List element in an Email or Note in any type of ticket in Freshservice, the bullets don't appear in either the editor or the saved Email/Note.Looking over the styling of an unordered list (UL), I noticed that both the UL and OL elements are told to not have any kind of list style.When using a Bulleted List, seeing the Bullets is expected behavior (as far as I'm aware).I have attached a screenshot of a Note I added to a ticket, the HTML outputted, and the styling applied to the element.