Using Freshservice

Hello,I want to report a bug concerning the default view one can have when listing changes.I am in a French environement, and when I log out/log in (no session cookie) and click on "Changes", the default view "All changes" shows no change at all. If I click on the view arrow, and click again on "All changes", then all the changes are displayed.For "tickets", the default view name is in English, whereas all my view names are in french.Also, as an improvement, I'd like to have the same filters options (side bar) for Changes and Problems as there are for Tickets.Thanks,Regards,Vincent

Hi!I'm new on using freshedesk APIs.In my first attempt to add a new ticket using 'POST' method, I receive this error every time.For sure I'm doing something wrong.Is there any c# sample I can attach to?Thanks!

I'd Like to talk to a few of you and see what your experiences have been with Freshservice after being a few months in at minimum.

I keep getting an error when trying to edit my agent profile about a password. I login with my google creditals.

I set the following Observer rule for user comments to re-open closed tickets: I see no reason for it not to work - and yet, when I tested it, the comment was added to the closed ticket, but it remained closed and no email notification was sent to the assigned agent. Can this be because I used my own account to submit the ticket? (meaning I'm both the requester and assigned agent) or have I set something wrong with the rules..? Any help would be appreciated,Michael

I created a new solution and i was asked to choose if the solution is Permanent or Workaround. What's the difference?Thanks

I am trying to create a rule to send an email to a group when we escalate a ticket to them, for example:Service Desk carry out 1st and 2nd line investigation on the ticket.Ticket requires input from 3rd line (field based) agent.Service Desk assign the ticket to 3rd Line group.Group receives an email notifying them a ticket has been escalated.I have set this up in Supervisor with the condition that Group IS 3rd Line and the actions to send email to Group 3rd Line.I've just tested this with a ticket but not received an email yet. 

Hola,Quisiera saber si es posible que llegara una notificacion por correo a un grupo cuando un usuario se registra a traves de la web. Y si lo aceptamos enviarle un mail de activacion.Gias

Hi all - We're looking for a way to customize our scope settings.In our freshservice, we have multiple teams:Desktop supportengineeringhuman resourcesmarketingoperationscorporate services.Scope is a big issue for us right now. We'd like agents on each team to be able to VIEW all other team's tickets, EXCEPT for those belonging to human resources.We could do this by adding each agent to all teams, but that is a poor solution. Is there any way we can change our scope so that agents can view tickets from all teams, modify tickets belonging to them or their team, but NOT view HR's tickets?HR can have global view access. Thanks!

Logos and edit to company name on top of page ?as well we want a break down of the agent per month on pricing we are a 2 tech 1 office manager shop

Please join us for a webinar on metrics that really matter for an efficient service desk and happy customers by Alan Berkson, Director of Community Outreach at Freshservice. "All metrics are created equal, but some metrics are more equal than the others..." There are 100’s of vanity metrics, buzzwords and KPI’s. However, KPI’s are only valuable if they can provide insight and drive improved execution and satisfaction. IT departments are always constrained by costs and and a constant struggle with balancing urgency and importance in incidents and service requests. At the same time expectations are high an

10 things you need to STOP doing in your IT service desk from Freshservice

When setting up a quest to be dependent on the condition of customer satisfaction ratings, the conditions are not saving.Side note on quests: when I click "Cancel" or "Update" or "Back to Quests" it brings me to the dashboard with the message "You must be logged out to access that page." I can tell that the link the it's taking me to is http://_____.freshservice.com/admin/quests which is a bad link. It appears that the link to the list of quests is http://_____.freshservice.com/admin/gamification#quests

Hello all,We are testing the product freshservice, and would like it to send an email to either and individual or a distribution list when a new ticket is created. So far, it will not send any notification until you go into the ticket and assign to a group. Is there some way to modify this so each ticket will send an email upon creation? Thanks.

Hi folks,Anyone know of a way to auto-assign tickets being closed to the agent doing the closing? I'm not seeing an option for this in Dispatch'r and was wondering if anyone else had seen a way to do this (or I'm doing it wrong and should consider trying something related but different).

Good afternoonI've been looking to improve our internal purchase order systems to something more trackable than the current manual spreadsheet system. I'm looking at a couple of hosted systems, but it crossed my mind that Freshdesk may be able to do this for me. We already use it for support and are very happy with it.Has anyone used it as an purchase order tracker or something similar and if so, could you give me some tips on how you've set it up to work.Cheers,Michael Plant

Does anyone know were i can find a user guide / how to besides the links that show how to open a ticket, i am looking for an all in one doc.thanks RR

Has anyone come up with a clever way to receive large files (bigger than the 15 mb file size limit) via the helpdesk? We get that we can use the dropbox but asking a particular group of our customers that often send large files to then sign into another application isn't an option for us at the moment. We would also prefer not to resort to e-mail for these files. Looking for suggestions. Thanks! 

For some reason public users cannot search the solutions site regardless even if the article is set to public.

Tasks are killing me. They should provide information about the ticket they are related to, but don't. There's no way to add a placeholder into a task that refers to the parent ticket. Thus, if every possible bit of information isn't manually entered into the task, which is required for the task executor, then they have no way of getting more info.That is to say: If you assign me a task, and I have a question about it, there's absolutely no way for me to know: who assigned the task, what ticket it is related to, or anything else about its context. Also, there's no possible way for the task to convey information back to the task-setter. No notes can be added, nothing except a status change. Tasks need to be more like child tickets, with much more functionality. Is there anyway to create maybe a separate incident that's related back to another incident? 

Is there a limit on the number of ideas a user can like?

Hola Buenas tardes, quisiera consultar si se puede migrar los ticket desde FreshDesk a FreshService, es posible esto?

Hi -We really need to track for each customer the edition/version of our product that they use, when their SLA is up (to determine their support status), etc.  Our preference would be to have custom fields to track this info at the customer level.  I understand from other questions that this feature may be under development, but no more info is available.In the meantime, is there any way to have a new ticket inherit the tags from the contact record?  I can;t see how to do it in the automations, but maybe there is a way I am not seeing?This would be a workaround to being able to set up custom fields for contacts and/or customers.Thanks

If you get this error message when trying to create a ticket, it might be because that user is blocked or deleted.The way to fix it is to unblock the user.Hope this solution will help you.

Hi, I need to do the following two tasks through your API,1) How can I add or associate email say (abc@gmail.com) to a company?2) How can I delete or deassociate email say (xyz@gmail.com) from a company?Note that contact is create before and adding or removing from a company is to be done later and is independent of adding or deleting a contact.Thanks.Sujit