Using Freshservice

When using more options, for example, a bulk update at a Relation. Then you have to wait 10 seconds... I've added a video showing this problem.

I currently have an exchange user setup as helpdesk@domain.com which forwards into the freshservice address and tickets are created fine. However, when replying to those tickets, the emails are never received. We've changed the SPF record with our hosting provider, checked our email filters and SPAM folders, but no sign of the email replies to tickets. Is there any way for you guys to tell if the emails are getting a rejection message?

Seems that the Status and Title of the original ticket is carried over into the new ticket. That's a bug. You would expect that splitting a response into a new ticket, would allow you to edit the title before actually creating the ticket and set the status as open by default. 

Hi All I'm doing some work on Software License Management and wondered if anyone has found a way to refresh the report during the day? It still shows data from this morning even though additional contracts and licenses have been added and products have been removed. Thanks Richard

Can a Merge be undone? or reversed

We've come across a problem where the search feature only searches by full words. While this would normally be fine it proves to be a problem when we're searching for numbers - For example a purchase order number. Sometimes its recorded as PO00000 sometimes PO#00000 and sometimes just 00000 and etc. You'd think if I searched just 00000 I'd find them all but this is not the case. Unless I get the 'full word' right it won't return the result. This makes it quite unreliable as a point of truth if we have anything in the system. Is there any way this can be changed?

I'm creating a ticket over API and set a custom due date via due_by (this is listed in the API documentation). But the ticket I created doesn't has the custom due date, but rather the default, set by the SLA. Updating the due date afterwards also doesn't work. Here is the JSON: '{"helpdesk_ticket": {"due_by":"2017-07-11T18:00:00+02:00"}} What do I need to do, when I want to set a custom due date over API? Best regards, Lennart

Hello,   I am completely new to all of this and looking around for help.I am facing an issue in process monitor. I tried to block an application (cam studio) through process monitor, it throws an error that "this application cannot be blocked" and a notification is shown that this file is infected and need to restart. I've checked process monitor explainer videos but I don't the detailed.How can I fix this? .I went through many resources but did not find any solution for this issues. Please help me out.   Any help will be appreciated. Thank you

Hi All,Just wondered if anyone can share the work flows they use for merging calls. We generally use it in this scenario:User logs duplicate or similar ticketsTickets are merged with the first one being deemed primarySecondary tickets are closed (not deleted)All communication and work conducted in primary ticketThis seemed to work well for us but I came across an issue whereby an agent had requested some information from the user by replying to the primary ticket but the user's responses were logged in the secondary ticket that was closed. This meant that the agent was never alerted to the users response. I have raised this with support but my understanding (or at least the way I want it to work) is that all comms post the merge should come into the primary and open ticket. Support have said this isn't the case :(Any real life examples of how the merge functionality is used and understood would be great and appreciated.

Hi, When I forward tickets to 3rd party Service Desk solutions they will log the forwarded ticket as an email but change the subject line.  This is creating a massive headache as the reply will then open another ticket in Freshservice. I am wondering how other customers work around this? Thanks Keith

There seems to be a new, underground online community of Freshservice users where you get to discuss anything and everything about IT or Freshservice or both.  Who would like an early invite? :)

All of our agents are having issues when copying from almost any source (Word, excel, web, outlook etc), when pasting to freshservice it brings some junk characters to the Freshservice editor. Pasting the same content from clipboard to anywhere else outside Freshservice is fine. Does anyone else facing same issue?

To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.

How I can get the timing of Child Tickets being linked to Parent TicketS ?

Is it possible to hava a complete liste of placeholders ?  I'm looking for the plachehoder of the reason a Request Service has been rejected.

Hi I cannot find any security/ data privacy and PCI complaint related document. Can you please show me where I can find them? Is FreshService PCI complaint?ThanksChee

Hi,I want to use Tags Filter on Customer & Requester. Could someone guide me to do that?

Received reports that agents using Firefox can not copy and paste text anywhere into FreshService.  After some testing we were able to replicate when using Firefox version 55.0.3.  Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied.  This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.

Hi, I want to change a tickets cc_email field via API. I need to do this via the update functionality. Generally I want give non-admin people the ability to view a ticket that somebody else created. I read a similar post, where people had problems doing this via GUI: https://support.freshdesk.com/support/discussions/topics/295797 As described in that post I can add people to CC on the web interface by assuming the identity. Now I want to reach the same goal via API. When I create a ticket I pass "cc_emails": "test1@email.com,test2@email.com" and it works. When I do the same with the update function, I get a HTTP 200 response, but the CC field is still the same. Is there any way to do this via API?

When I am creating Solution Articles, most of the time the text editor is nearly impossible to work with. The font will be fine for half or most of the article, and then the rest of it is completely different, even if I go in and edit the HTML directly. I have tried highlighting the entire article and making changes as well as highlighting individual paragraphs. Sometimes if there is bold and or italics in the paragraph, the formatting will stay fine right up to that, then forget it. We use the "Heading 2" and "Paragraph" for all of our articles with Verdana font, medium-sized, and black in color. Most of the time we also include images as they are mostly KB articles for employees. Does anyone else have this problem? Is there any way to get a better quality text editor? Other than this issue, we love the product, it's just so frustrating as I am the one migrating almost all of our articles from our old system to Freshservice.Thanks!

When setting the default language to "danish", mush still appears in english... See below: Many places the translation seem wrong or done by some one not speaking the language at all... Words are in the wrong order and seem to have been auto translated. 

Were having several issues with the Active Directory Probe and the import. 1: Not all OU`s are visible, in some containers the Users OU or Disabled accounts OU are not visible, so we cannot select them to be imported 2: We updated the 2.1 version to 2.3. to do so we needed to uninstall the 2.1 version. After installing the 2.3 we needed to config it again and select which OU`s needed to be imported. All other settings were lost to. So not to happy to update it to a newer version the next time. 3: After it failed to import a users do to an email adress issue, the complete schedule stopped and needed to be started again manually.

Note: This isnt a tip, but a question for the freshdesk users. Unfortunately the forums provided do not seem to provide a way to engage in an open ended discussion so I'll leave this up to the admins to decide the proper place for it."Time is the school in which we learn, Time is the fire in which we burn."- Delmore Schwartz 1938For many IT companies, TIME is a primary commodity. Help desk teams staff and cover hours, quantify growth needs by time spent, pay employees by the hours worked and of course charge clients for the time we spend. The trick has always been time reporting. In the old days you punched IN at work, you did the job functions and you punched OUT of work. Simple and easy, your time card merely recorded when you got there and when you left so the assumption was that time in between was doing your job. These days GETTING to work is one of the easy markers. At any time teams can

I see a lot of API end-points here (and I'm thankful for that), but I don't see any for snapshot-type data.  For example, on our Freshservice dashboard, I see Ticket Summary data at the top, with these totals:  1) Overdue, 2) Open, 3) On Hold, 4) Due Today, and 5) Unassigned.  (also in the attached screenshot) I'd like to be able to query the API for these specific data points (so I can introduce them into a completely separate web app). Is this possible?

I've tried everything and I can't get webhooks to trigger from Dispatch'r.  I can get the same webhook to trigger through Observer but not Dispatch'r. I even tried implementing this dispatch'r webhook solution provided by FreshService as a test but no luck. https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I've tried setting a super simple webhook that just posts the results to https://requestb.in but nothing shows up. Anyone been able to get a webhook to trigger from dispatch'r?