Using Freshservice

Hey all,Trying to get request details from the API for a Service Request.Currently, I am getting all the information in red, like requester name, description, etc. But I can't find any way to get the "Request Details" through the API (in purple).Does anyone have any experience with this?Cheers.

Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph

I'm trying to get tickets by agent, so I'm doing this:domain.freshservice.com/api/v2/search/tickets?query="agent_id:234568215"but I want to take only the ones that are still open or were resolved/closed in the last two days. there is no documentation about search in FreshService API documentation (https://api.freshservice.com/v2/#view_all_ticket)in FreshDesk page I've found about it (https://developer.freshdesk.com/api/#list_all_tickets)but if I try to use updated_at:>'2018-08-26' I get the following error:{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]} Is this going to

 According to API documentation https://developer.freshdesk.com/api/#filter_ticketsfilter tickets supports updated_at fieldyet by calling https://mycompany.freshservice.com/api/v2/search/tickets?query=%22updated_at%3A%272019-10-01%27%22results in 400 BAD request with  {"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]} 

Has anyone been successful at getting any documentation about the FS Discovery Agent?  The online info is super high level and not sufficient to explain how it operates at all, much less how to manage it.  I can't seem to get any response out of our FS account team, which seems to be a trend.Further, is there any more documentation about the Software Asset Management service that is marked "Beta"?  What's still in beta?  Why is the reporting from Macs to Win workstations behaving differently?  I can't even see the FS Discovery Agent loaded on the Macs despite the fact that they are showing up in the inventory.  If they can't get your own agent reporting in properly, I'm worried this isn't a mature product.

As per the AP section - Ticket:"This section lists all API that can be used to create, edit or otherwise manipulate tickets. If you wish to create Tags to better identify tickets, this section also lists the APIs for creating and manipulating those tags."Missing is any mention of tags for anything other than the Solutions Articles but notably missing is ticket tags.

I have created a ticket as a Service Request (because it was split from a reply to a very old SR) and now cannot change it back to an Incident (the new issue is an incident) The Type field in the Ticket Properties panel is greyed out and cannot be changed. This is also the case if I Edit the ticket through More-> Edit Please could you advise?

***Warning***Don't INSTALL the app called "Credit Card & Social Security Number Masker"If copying HTML or hyperlinks into a private note it will convert the private note into a public note!

***Warning***Don't INSTALL the app called "Clone Ticket"Clone Ticket This app helps agents duplicate a Service Request in Freshservice at the touch of a button.If copying HTML or hyperlinks into a private note it will convert the private note into a public note!

Example below:

Is it possible to get all ticket statuses code (including custom ticket statuses code) using API request?Many thanks in advance.Siva

 Currently when we Forward a ticket, the ticket details are removed from the email.  How do we keep the ticket details in?CheersCraig.

Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

Hello World (newbie here),I have a question regarding the Service Request. Unlike Incidents, where 'Status' makes sense, I see an additional field i.e 'Stage' on Service Request. I get the idea behind it, but why do we need Status and Stage both for a Service Request? Is there a rationale behind it that I am not able to think of? Thanks in advance!BR-Vikrant

I want to be paid back whow can i

Maybe I'm not remembering correctly, but I thought that in the iOS app when closing a ticket, there was a switch that would appear, asking if you wanted to notify the requester or not.  But I was trying to close a ticket yesterday in the app and couldn't find a way to do it silently.Is there a way in the iOS to suppress notifications when closing a ticket?

Hi All,We are facing security issue which we have raised to Fresh Service on 5th August 2019, Ticket ID: 3913354 and we are following with Fresh Service support without much luck. Scenario: . A mail sent to user1,2 &32. Support ticket generated & all users notified with response.3. The sender of the mail removes user 2 from the 'To' section of the initial mail and replies to user 1&3 via email.4. When the mail reaches Freshservice, User 2 is added again and is notified about the response which was not intended for him.5. We come to know about it since user 2 has responded on the notification mail in point 4. We have already faced two issues where internal user removed the client mail ID from the mailing list and replied on email thread which is supposed to be internal communication and should not go to

Sometime export report so long to send email.

One of our vendors are using Freshservice and we are looking into doing the same. Are there any possibilites two integrate 2 freshservice instances fo easy ticket creation/sharing?

Hi all. I would like to know ideas about how they have carried out campaigns to encourage customers to respond to the satisfaction surveys of the tickets. This is because in my company it is not mandatory to give feedback, but the response rate is very low and we want to encourage users to complete the satisfaction survey.  We have tried flyers and email campaigns, but they have not had any effect. Do you have any suggestions?

Hi Team,I am trying to get a modal to popup on the new changes page with a bunch of matrix info and other documentation.How do we get the interface api from here to work and get this modal to pop out?Regards,Lochy.

There are instances where our supervisor may need to create a recurring ticket or an item where technicians need instructions that are entered into Solutions. Currently, the only way to add a solution to a ticket is to use the "Reply" feature and Add a Solution / Canned Response.If the supervisor is creating a ticket for a tech and wants to attach a Solution (viewable to Techs only) to the request, there is currently no option other than to use the "Attachments" button.We imported all of our internal documentation into Solutions with the idea that we may be able to use them in this way, rather than keeping them offsite and "attach" them to a ticket.

I am trying to update an existing ticket by sending an email I received from someone else related to the ticket.  I have placed (#INC-3) in the subject line of the email.  However, I keep getting a new ticket instead of adding to the existing ticket.Can someone explain what I am doing wrong?Thanks

We keep our ticket categories alphabetized.  There is a bug in freshservice that if we add an additional category and save it, it puts it in whatever order it wants.In order to get it like we want it, we have to delete all of our categories out, save it, and re-paste all of the categories back in and save it again.Please fix this.