Using Freshservice

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.

With the new dashboard update, every time I open something from my dashboard a new tab opens.This is pretty annoying resulting in a lot of memory taken by Chrome or another internet browser.At the end of the day, I have like 20 new tabs from Freshservice open.Can this be changed like it was before?I get a lot of complaints from my colleagues.

Hi,I have a C# client that creates time entries via the API. I'm serializing a time entry object with the following json value:{"time_entry":{"billable":false,"note":"<Test Note>","hhmm":"00:01","user_id":"1111"}}For some reason it does not work if the note contains a less-than character. It works fine otherwise. This used to work a few weeks ago but for some reason it now just save a blank note. Any idea why?ThanksRyan

Hello,I was able to create a ticket through the api v2 with HTML content for the description. The html content has images inline, so I used base64 encoding to make them visible. However I can't see them, there is only the empty squares, not like if there is an error but just not showing at all.When I use a Json viewer everything is perfect and the images are there.My steps :Export emails from a folder in Outlook through powershell.Encode any inline attachment to base64Create the body for the Post Request as hash tableConvert it to json and export it to a file (debuggin purpose)Using the api directly from powershell tells me that there is a problem with the json, but if I send the Post request from Insomnia, it works so the json data is correct, passed it through different validators and it was validAre t

I am new to Freshservice. I am trying to import an excel file into Freshservice.  I have created the file and created an asset form to match the spreadsheet. My issue is that I am trying to use my own categories and not the categories that Freshservice is having me use. I don't need a few of them. Is there a way to set it up, without using the default categories. I do not need all of them.Thank you,

We are on a 4-day work week for the summer only.  Can I simply uncheck Friday in business hours during this time and check it again in a few months or will this affect SLAs outside of summer?

Hi,I'd like to show just a couple of rows of announcements, not just the title.Is there a way to do that ? ThanksDario 

Sorry I ask 3 questions at a time.If you know below answer, let me know.1.  How to create a new report divided by business hours?     2.  How to link incident tickets to knowledge base?     I know problem tickets links knowledge base, but...3.  When it comes to create a new report to see the numbers of tickets for each affairs,     how can I do that? I already used tags.You don't have to answer all, but if you know one of them please let me know.Thank you in advance.

we are creating app in freshservice, how to add image in the my app i will attach a file to show where it is. the box on the bottom in right side 

Hi,Since the Freshservice emails originate outside our email estate, we mark the email as "External Email", which was earlier done to reduce phishing. Since the Freshservice email is a legit email, we want to whitelist this source so the banner does not show up. We notice that the emails originate from 198.21.4.52 and the whois on this gives us o1.email.freshservice.com. One option is to whitelist the IP, however this would break when the IP changes.I'm looking for something more concrete rather than IP maybe a hostname which may stay more stable.Any ideas the hostname that we co

HI,When we have tickets we can close them even when there are still open tasks.This doesnt feel correct ?Any thoughts why this doesnt prevent you from resolving the ticket.Kind Regards,David

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)

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

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.removeC

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.