Using Freshservice

Hi Support, Looking through the API reference, I have noticed some discrepancies. One of these is specific to a certain call (https://carecanada.freshservice.com/helpdesk/tickets.json) and the other is more generall (all excerpts taken from http://api.freshservice.com/): https://carecanada.freshservice.com/helpdesk/tickets.json: Your documentation claims that the output looks like this:  {

I can SSH into the server w/ root + creds. I put those same things into a device scan and nothing.  The port 22 firewall is open in/out on the ESXi box. This is VERY important because it carries all the actual hardware details, instead of a hypervisor "hardware" scan.Please advise. Google has nothing and if this product wants to be taken seriously it needs to be able to scan

In the android app its possible to zoom in on a ticket, this is necessary when there is a photo attached to it to read the text or zoom in on the photo. When u zoom in, its hard to swipe to left right or something to see the rest of the photo or text. You then have to zoom out and zoom in on what u want to read or see. In this movie you can see what i mean. https://www.wetransfer.com/downloads/43d2b38f511f6b2d9344efa2c709fe4420160921083859/cec55912d5782d9d84e5b0e37e99ba9820160921083859/59ba2a In the Iphone app this bug has been fixed recently.

When a ticket is assigned to "Group A" and an agent in "Group B" (which is not a member of Group A) picks this ticket from the ticket overview page, the ticket is assigned to an agent of "Group B" but still assigned to "Group A". If the ticket is reassigned from the ticket detail view, you must first change the Group before you can manually select the correct agent.

Hi there,I've been trying to login to Freshservice via the iOS app, but i keep getting an alert dialog with the message "incorrect domain name". I've tried inputting "subdomain.freshservice.com" (without quotes) as the Helpdesk URL. Is there something else I should be using? I've tried variants with "https://" as well.I'm on iOS 9 on an iPhone 6.Thanks!

Trying to update a Change ticket through the api, but if I try to update a custom field, I'm just getting a 500 error (as someone else mentioned, more error info would be a huge help - "It Is Broken" is useless).If I do a PUT request, but not include the custom fields, it works fine:curl -u <myaccessID>:nopass -H "Content-Type: tion/json" -X PUT -d '{"itil_change":{"subject":"test only - please ignore!!!!"}}' http://mycompany.freshservice.com/itil/changes/86.jsonBut if I include the custom fields, I get the 500 error:curl -u <myaccessID>:nopass -H "Content-Type: tion/json" -X PUT -d '{"itil_change":{"subject":"test only - please ignore!!!!","custom_field_values":{"tfs_backlog_link_6513":"www.google.com"}}}' http://mycompany.freshservice.com/itil/changes/86.jsonAnyone?(Yes, I emailed support, but figured I'd try here too)Thanks.

Hi there, we have reviewed the documentation and trying to better understand how approvals work.  Is there documentation that explains in detail what an approval can do or can't do? For example, in the following dispatcher rule detailed in the attachment, What exactly will the approval be doing to this service request?  With my test account who is an agent I can see the ticket is created, I can access it, I can see there is a pending approval which has not been approved, what seems confusing is as an Agent I can still edit the ticket, resolve it, etc.  Is there any Validation the approval can perform for example "TIcket can't be resolved until approval is approved"?

Hi, I haven't been able to track down any information on my own about this, so no one must be having an issue. I tried to create a dispatch rule to take a ticket with a subject starting with CHN and launch a webhook POST to create a change request. The webhook doesn't appear to run at all, I can set any other number of options to modify the ticket and everything works, just not anything as a webhook. I have created a POST using the link below https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I have tried the following * No authentication, API Auth, User Auth * Different trigger options (Sender, Subject) * Changed

HelloThe tickets filter panel (on the left) not visible in MS Edge browser.

Whenever a ticket is submitted it is numbered with an #INC: followed by a number.Is there any way to change where it says "INC" to something else?

With the helpdesk at a glance there are a number of categories such as average response, average first response and average resolution time etc. I don't quite understand how some are calculated. Average first response is the first time we reply to a ticket (not a note etc)  Just like to fully understand how they are calculated and how sometimes they slip so I can explain reasons to end user clients. Also the received tickets, resolved tickets and backlog tickets don't always add up.

Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем"  look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!

We are new to freshservice (still technically in the trial period) and are trying to figure the best way to automate tickets coming in to the queue.  We have multiple offices and would like to have a local agent be assigned the call.  We have setup multiple agent groups and dispatch'r rules to assign the ticket to the correct group based on the requester's location.  The problem is that we also want to automate the category, priority and other info, but once the first rule is applied the other rules don't process.  We we just wondering if there is a better way to handle this situation.Thanks,Mark

When you set a agents level manually you cannot reset back to a lower level. Does anyone know a work around? 

The slack integration for fresh service breaks the ios app. I spoke with slack support and there is apparently a known bug in slack in which if a bot sends too many large messages the ios app becomes unstable and crashes. I recommend that an option be added to shorten the email messages that are created from tickets. such as removing email signatures or just adding a shortened message.  

i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused.   i would just need some html examples. thanks

So I installed the Agent on 2 computers and noting appears in my Asset list. So I started to check the installation and it seems that there is a conf and settings file, but no information regarding the the account nor proxy is filled in. I am not sure how this agent could know what server to contact.

Do we have any option to notify all requesters that there is a new announcements ?As they don't get notified unless they logon the system and check the announcements manually

We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.

Hi chapsDoes the Wordpress FreshDesk Official plugin work for FreshService?I want people to be able to view the tickets and KB from our website.Olly

What's the best way to integrate with datadoghq.com?  It supports webhooks to alert when a metric alert is triggered.  Ideally I would just be able to specify a webhook per agent group or something like that. Alternately, I can just give Datadog my Freshservice support mailbox to send the alert to and have it create an incident from there. 

I'd love to know how other people create and track data on the underlying cause of incidents.I've come from an environment where we logged the reason for the incident at the point of resolution, eg:People - training needInfrastructure - server / network / client hardwareApplication - bug / crashI can't see any way of achieving this in FreshService

Hello All;    I have installed the Wordpress plugin and I am working on creating my support site for my clients. My question is; how do some people (like ElegantTheme) for example integrate their forums within their website? Can someone point me to how this is accomplished. I am pretty technically inclined; but I do not want to reinvent the wheel. If anyone has suggestions or how to start on this path, please let me know.Thanks,Tamer

I've tried multiple combinations of dispatcher, SLA, Observer and Supervisor rules and can't seem to accomplish what I want, but maybe I'm overlooking something?I'd like to have all new tickets be assigned to our "Help Desk" agent group.  No problem, I did that through dispatcher.  However, if no one in the help desk works the ticket within a half hour, I want to automatically re-assign the ticket to another agent group based on the requester's department.  I can do that through Supervisor by setting a rule to reassign the agent group if no agent interaction has occurred.  But I need this to be done more frequently than the hourly Supervisor runs.Is there some way to accomplish this that I'm missing?  The closest I've come to is to set the SLA notification to email all the members of the Group to which I want it to be reassigned.  But I don't want to have to email all the agents in that group every time this occurs.  Thanks f

Hello- Our customer satisfaction survey looks like this : But when I receive that survey from Freshservice support agents I work with, it looks like this How can we change it so it looks more like yours? I don't see any options in Admin > Customer Satisfaction Settings