Using Freshservice

We frequently experience issues with our agents that assign the wrong status to a ticket. In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket". These are 2 completely different statusses. Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply"

Hi, When using Dispatch'r rules. Under Condition. If I select Company Name I have to type in a value. Does this value represent the names of the companies I have entered under Admin / Companies ? If so does this mean that any ticket being opened by a requestor that is listed against that company will met the condition? Thanks.

Hi , my code in c# is : string fdDomain = "mycompany"; string apiKey = "x0x0x0x0x0x0x0x0x0"; string apiPath = "/helpdesk/tickets.json"; string json = "{\"status\": 2, \"priority\": 1, \"email\":\"test@test.com\",\"subject\":\"test\",\"description\":\"confirm whether received\"}"; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("http://" + fdDomain + ".freshservice.com" + apiPath); request.ContentType = "application/json"; request.Method = "POST"; byte[] byteArray = Encoding.UTF8.GetBytes(json); request.ContentLength = byteArray.Length; string authInfo = apiKey + ":X"; // It could be your username:password also. authInfo = Convert.ToBase64String(Encoding.Default.GetBytes(authInfo)); request.Headers["Authorizati

Hello, How do when filing a request for all the agents receive a notification by mail? Cordialment

I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?

When a user clicks on the satisfaction rating icons, the resulting window is far from perfect. Our normal colors are these: Besides this, the remark 'wish you were a little more happy' is really inappropriate and should be removed. Could be replaced with the existing comments entered in the admin module, 'just okay'.

Hello,  We recently set up a dispatcher rule to add our entire agent team as a watcher to any ticket that comes in with "Urgent" as the priority so that the ticket won't go unnoticed if a the agent it is assigned to (we use the round-robin functionality) is away from their desk when it comes in.  In cases where one of us is out of the office, the auto-reply emails will be added as a public note to the ticket and tend to confuse our requesters. In some cases, it has even re-opened a ticket, and we don't want this happening.  As I understand it, the system should be suppressing auto-replies for when the requester or the agent assigned has their out of office on, but it doesn't seem that it is being suppressed for watchers, and this is an issue. Thanks,  Jess

Hi I have just joined a company who are using Freshservice Blossom.  Is there any user guide documentation specific to Blossom? Thanks

Hi guys, I hope everyone is well. Now please excuse this question if the answer is obvious (I have a bit of a Friday mindset going on) but I cannot for life of me work out if we resolve more tickets than what we receive how the backlog numbers keep going up. Especially by 16.33%! Please see the attached image, thank you in advance. Kind Regards, Conrad H

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