Using Freshservice

I've been over and over the topics and can't find what I need. We are forcing incident category when closing a ticket, the problem we are having is when a service request is placed the system is also forcing categories for these. Is there a way to separate the categories between the two so my techs are not choosing the wrong category? If not, how is everyone handling this process? I've tried several ways to handle this but am not happy with the way it's set now. Do you list both request and incident categories under the same item?

When showing the relationships in IE11, the view  is scrumbled. When opening in Chrome this is working fine see printscreen 1

This is a very minor issue but wanted to report it through the forum in the event anyone else has seen this occur.Not all of our agents are keyboard jockeys and prefer navigating with their mouse. When they are searching for a ticket number provided to them via external communication needs (Slack, email, etc.), the agent will copy the ticket number, right-click in the Search field in Freshservice, and then choose Paste from the contextual menu. When this occurs, the search results do not autocomplete in the search field.Typing in a ticket number or using the keyboard shortcut Ctrl+V / Cmd+V will autocomplete the search results properly.I have been able to replicate the issue in Google Chrome 68 on macOS 10.13 as well as Microsoft Edge 42 on Windows 10. See the attached recording for an example of the issue.

If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem.  (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response.  This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.

Currently I am in freshservice development and I created a app to check some of the information of the asset but unfortunately I only get like name.  client.data.get('requesterAssets') .then(function (data) { console.log(data); }) catch(function (e) { console.log('Exception - ', e); });  

We are having trouble getting crisp images uploaded onto the Service Catalog items we create. We uploaded a 130x130 image, we tried increasing the size / resolution, changing contrast settings, we even had support help us with configuring the image. Still fuzzy. What is really strange is if we "Change Image" the preview is crystal clear, it only becomes distorted when we save the item (draft or published, doesn't matter). Anyone else experiencing this or have a workaround?

Has anyone had issues getting billing support or refunds from Freshservice? They overbilled me by over $7000 and have been giving me the runaround for over 2 months now. They keep saying I’ll see it in 10 days but that never happens. I like their product so I do prefer to stay with them but this is ridiculous. If it were a few hundred then I would not be as upset.

Hi all,Hoping someone could help with changing the ticket subject when a ticket is logged.I have a form field that specifies a list with 3 levels, and I want the subject to change to whatever was selected in the list.Here is the code that I have specified in the webhook:{“subject”: "{{ticket.untitled}} - {{ticket.cf_111}} {{ticket.cf_222}}"}Along with the callback URL that I used:https://DOMAIN.freshservice.com/api/v2/tickets/{id}Attached are screenshots of how it is setup.Many thanks in advance!

During the time of crisis, every email that you send out to a requester should make them understand that you care about them. Now, think what a generic sounding email message would make a requester think about your service desk. Wouldn’t it be nice if you could add a personal touch to all the emails you send?With placeholder (attributes & texts) you can get the problem sorted out in a jiffy. Confused much? Let me elaborate further as to how placeholder (attributes & texts) can come into play.#1 Personalize your emailsWith placeholders, don’t just send conventional emails rather add personal references (attributes) such as requester name or ticket URL to your mails to invoke the recipient’s attention and for a more personalized touch without much effort. To insert placeholders in your email template, navigate to Admin -> Email notifications -> Insert placeholdersYou can also extend the usage of placeholders (texts) to your service catalog and add them as an input field bel

Hello,I know there is a feature to allow requesters to view all tickets within their own department, but is there an option to allow all tickets to be searchable by any requester in our system?The need for this is to allow users to search the whole system for similar issues that have already been resolved but do not yet have a solution article.Thanks!

Hello,Due to the way our FreshService is set up, the tags are, for some reason, case-sensitive - so "PDF" will register differently from "pdf", and "Internet Explorer" is different from "internet explorer".When I attempt to create a ticket with tags with the same spelling, but with different capitalization (in my case, attempting to generate a ticket with both 'pdf' and 'PDF' as a tag), upon clicking 'Create', all fields will be reset (save the tags) and I will be unable to send another ticket, even if I fill out each field one more time.Of course, submitting a ticket without repeat tags works fine.Is this an issue with us, or is it something in FreshService itself?Thanks for any help,Jurell Palo

We're currently using automatic ticket assignment (Round Robin) with an Agent Group. Our Support Team is only available for 18 hours of the day. When agents are done at the end of their shift, they turn off Auto Assignment to ensure they are not assigned tickets outside of their shift.Some customers will create tickets outside of Business Hours. Since no agent has auto assignment enabled during these overnight hours, these tickets are not assigned to anyone.While we can request that agents that are on the morning shift to check the Unassigned view for any tickets that came in overnight, I'm wondering if anyone else had suggestions on how they handle this particular situation.In an ideal world, Freshservice would look for any unassigned tickets and distribute them bit by bit once agents start becoming available (by enabling Auto Assignment).

Does anyone know if we have the ability to monitor the effectiveness of the solution articles based on the thumbs up and thumbs down feature? The only way I can find to check out the stats on if the user finds the article helpful is to manually click through the solution article folders.-Sal

 Anyone help, so a customer raisies a ticket and recieves notfication of such from freshservice, after that, any reply too or from the customer is not recieved through an email notification. the ticket is being updated but no one is recieveing notification !! i have tried freshservice support they ony seem to work part time !!! useless !!!! anyone else help ? thanks

Every email outbound from the service desk contains a 0x0 pixel web bug in the bottom of the source, with an external href that looks like "<img src=3D"http://email.freshservice.com/wf/open?upn={long UUID}This shows up in common email clients as "blocked remote content" and causes friction. Not loading the blocked remote content does not impact functionality in any way.How do we get rid of this?

 Is anyone else using FreshDesk within your organization for customer support, and FreshService for the organization's internal IT department? Wonder if anyone has tips on how to get them to work well together for a well-rounded support structure for the entire company.

When you put URL place holders into URLs it does not generate appropriately.*It use to work OK - something has changed.Step 1. Insert HyperlinkStep 2. Go back and edit the hyperlink you can see that it has added ad additional "http://" Which is wrong because the Ticket URL contains this already + It is HTTPS.I guess you could edit the HTML but we shouldn't have to do this.

 I am trying to setup a webhook for Continuum to post its ticket updates.  They sent me the following about the payload they send  and how they send it to the webhook:We  are passing the Content-Type  as “application/x-www-form-urlencoded” in POST request.Body of the HTTP message sent to the server as a long query string -- name/value pairs are separated by the ampersand (&), and names are separated from values by the equals symbol (=).  Header:- Content-Type: application/x-www-form-urlencoded Sample body:- action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456 For GET there will be not body part, so no Content-Type. We will call the callback url  and the data will be append to the url Eg:- http://mycallbackurl?action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456How can I configure the webhook to work with this?Thanks,

Is it possible to add a setting that allows FreshService to strip email signatures from tickets etc submitted via email?

Hi,The alignment of locations is quite annoying to look at. Presently things do not line up in a sensible way. An example is attached.It would be good if everything lined up in an organised fashion.

Anyone know how to do an API get request from the iparams page?  I keep getting this error when trying to pull in the groups to a dropdown for mapping between two systems.Access to XMLHttpRequest at 'https://domain.freshservice.com/api/v2/ticket_fields' from origin 'https://d3h0owdjgzys62.cloudfront.net' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.Yes, i have added this to my headers.  It works from everywhere but the app.Thanks

Hi,Whenever I try to invoke resize finctionality, like  freshClient.instance.resize({width: "100%", height: getAppHeightPX()});I get following error:Is there any precondition to use this API?

How do I re-send an activation e-mail or do I need to reset the requester's password.Thank you

Hi,Currently I'm looking for an API and settings that may control client-side app visibility for a certain issue type of a project.Is there any API like that one? Thanks

Hello,Today i changed all of our helpdesk mails from @randomdomain.be to @domain,beThe moment i did this all our Jotform mails that where getting added as tickets before the change, suddenly stopped being added as tickets.Now my question is how do i fix this?I tried forwarding the mails i get from jotform back to our support email but nothing happens, when i forward it to my personal work email and forward it then again to our support email, it then creates the ticket.anybody able to help me with this or had a similar problem?