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Using Freshservice

Using Freshservice

1888 Posts
SW-Scott
Contributor
SW-ScottContributor
asked in Analytics
Where are you all learning how to effectively modify/create reports?

I have been trying to get a gasp on the Analytics/Reporting features and I don’t know what it is but I simply cannot wrap my head around it. I even had a call scheduled with a support rep and he ran me and one of my team mates through creating what we thought should be a very standard report… Ticket Aging History 30, 60, 90 days Not Closed/Resolved and he created one but both my colleague and I were left just as confused as we were when the demo started.  How did you figure out the reporting module? How long did it take? It seems very… counterintuitive... to put it politely. I hate to feel dense, but this is really not making sense to me.Thanks in advance!Scott

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SW-Scott
Contributor
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Apprentice
BlueBerryTartApprentice
asked in Automations
Workflow timer node using fixed values. Can I use a placeholder or random number?

I have started to make use of Expressions and API nodes calling back to the FS API to overcome limitations in functionality of the Workflow automations engine.Looking at the rate limits though I am hoping to include some sensitivity into my flows to prevent rate limits. The timer node appears to be limited to fixed integers, and I don’t see an obvious opportunity to use a placeholder, variable, or some other form of random integer.Is such a random delay possible? How would I got about this?I considered using branching conditions with various checks and various fixed timer nodes at each check that would kind of space it out a bit i guess… But without looping flows… It’d start to get messy and hard to follow when all its doing is injecting a random delay.

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Apprentice
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Apprentice
BryanHApprentice
posted in Ticket & Workflow Management
Workflow Ticket Event: Note Added vs Reply

Scenario: You have a ticket with an assigned agent, requester, and CC’ed/Shared user. Depending on who and how they reply, the workflow action will either be triggered as “Reply is sent” or “Note added”. In short, an agent replying by email, or a CC’ed/Shared user replying by portal, is categorized as adding a note. Shouldn’t this be considered a reply?  Agent Requester CC'ed/Shared Replies using email Note added Reply is sent Reply is sent Replies using portal Reply is sent Reply is sent Note added Adds note using portal Note added N/A N/A  This inconsistency is making it difficult to develop workflows that work as expected. Have others noticed this too?

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Apprentice
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Apprentice
mudgyfudgy
asked in Automations
Task Blocked when another is completed

Hello. I’ve got a notification sent from a system that raises a ticket and an automator set up that creates 2 tasks.Depending on which the agent completes the ticket will either generate additional tickets or delete the ticket.However, when the ticket is closed the delete task is marked as completed so deletes the ticket. Is there a way to set up an automator to remove the task if the other is completed? 

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U
Contributor
rfrutiger
Apprentice
rfrutigerApprentice
asked in Automations
Reorganize Workflow?

I have been working on a workflow adding and removing blocks, but now it is kind of a mess with extra long connections to between blocks, or blocks where I removed a decision and kept the no decision. I don’t seem to be able to resize any of the connections or move the blocks around on the board. Am I missing something, or is the only way to reorganize this workflow to start over and not make any mistakes along the way?

1385
msconfig87
Skilled Expert
LNew
Top Contributor
LNewTop Contributor
posted in Ticket & Workflow Management
Some things I have learned using the Fresh PowerShell Automation App

I’ve been working with Freshservice automation and its PowerShell Orchestration App for over a year now, and I thought I’d share some of the things I’ve learned.The PowerShell App times out after around 23 seconds.This is apparently the length of time it takes to poll the process 10 times - if there’s no response after this, the Orchestration/Workflow just forgets about it.Errors are different depending on whether you’re running a PowerShell function or a PowerShell script.If you’re anticipating an error in the Automation workflow, you can usually capture it by looking for a response from the app that isn’t 200 (or greater than 299, if oyu might expect another 2xx code). Whilst this works fine for PowerShell functions, it doesn’t work for PowerShell scripts - call a .ps1 file, and the result will always be ‘200’, even if your script fails.Tagging a ticket does not trigger an ‘Updated’ event.Workflows begin with triggers, such as ‘Service Request raised’ or ‘Ticket updated’. But just ad

13449
beckyricee
Community Debut
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Apprentice
Mike BApprentice
asked in Portal/Knowledge Base
Does Knowledge Base look into linked PDF files?

Has the ability to search within linked PDF files (via <a href=”...pdf”>) been added? Or attached PDFs? I see discussions about it from a couple of years ago, but I didn’t find anything recent.Thanks!

313
eeha0120
Skilled Expert
L
Contributor
LexFernandezContributor
asked in Ticket & Workflow Management
How do I change the literal backslash + n ("\n") to a newline character

Hi, everyone.I’m trying to send a text to the Description field - Text = Hello\nWorld\nThe ‘\n’ is really ‘\n’ and not a special character.How do I change the literal backslash + n ("\n") to a newline character?Background - I parse the ticket and received “Hello\nWorld\n”, I sent that response to the worknotes and it also shows the same   “Hello\nWorld\n”.

427
Daniel Söderlund
Skilled Expert
Ben Paddick
Apprentice
Ben PaddickApprentice
asked in Automations
Assistance Required with Utilising Custom Objects in Forms and Automations

Hello Freshservice Community,I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer.Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario:I have created a Custom Object with the following fields:Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text)My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation.Service Request Form Configuration:Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template NameAutomation Attempt:Reader: Set to filter where Team

1954
beckyricee
Community Debut
edison
Apprentice
edisonApprentice
asked in Workspaces
Something went wrong. Please try again later

Hi guys, is it only me or you guys ever face these challenges before? I try to export data to csv file, and returned with this error on the top right corner.Something went wrong. Please try again later. Chatted with bot, cleared cache, cleared browser history, relogin to email and freshservice, yet issue persist.Really appreciate your advice here.  

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A
Community Debut
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Apprentice
Feno_ukApprentice
asked in Analytics
Created In the last 7 days filter, Doesnt count today

HiNew to fresh works. I was setting up some widgets in the analytics to see aged open tickets by created date.What i found when doing the filter for anything created in the last 7 days did not include tickets created today. if i made a widget that was specifically looking at created today it worked so i know the data is right and working but the filter for some reason didn’t. Screenshot below shows the active filter. thanks 

185
Amrit Mishra
Community Manager
QMG.Tanner
Apprentice
QMG.TannerApprentice
asked in Automations
How to use an assets values in Automates expression builder?

I am trying to use the startsWith() function on my assets IP address but I do not know how to access that value as a general variable while building the expression.  When an Asset is created I want to check its Ip address to see if it starts with one we use.  But how do I access that Assets IP address as a variable in the expression builder?   

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QMG.Tanner
Apprentice
J
Apprentice
jcdugasApprentice
asked in Automations
Forward Email and Append to Existing Ticket

Curious if anyone has found a way to forward an email to Freshservice and have that email append to a ticket as is. No notifications should go out to those on the forwarded email, just the users tagged when the ticket was first created. Perhaps a Condition Expression?Thanks!

352
desktopsupprt1
Skilled Expert
P
Apprentice
peterkuliApprentice
asked in Portal/Knowledge Base
Show list of assets in support portal

Does anybody know if it's possible to show a list of assets in the support portal? Basically I just need a list of assets with certain properties like location, asset_tag and so on which belongs to the company. It would be very nice to also show the relationships.Ideally this should be displayed on a dedicated page but as I understand from support, it is not possible to add an extra page.

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P
Apprentice
C
Apprentice
corey.holdenApprentice
posted in Automations
How do you handle offboarding time

Working on onboarding and offboarding and automations to cut down the related work. Offboarding gets a bit unique when it comes to time- For voluntarily separations, we usually want to handle those at end of day. That would seem easy enough to handle, to get last day from the offboarding form and use a timer to count until then? - or maybe scheduled flowsFor some separations, we need to make sure we don’t touch anything until we have more precise timing- locking out accounts after the user has had their separation meeting. I can think of a couple different approaches, and I’m curious how other people have handled this. 

362
Enzo
Community Debut
D
Apprentice
DanLentzApprentice
asked in AI & Bots
Freshchat configuration - not able to point it to a workspace group?

I am running into an issue where I am attempting to enable the “create a ticket” option in Freshchat and have the ticket be directed to a user group in a workspace other than the IT workspace.  The ticket type is a request, and I can select the correct workspace, but when attempting to map the group in Freshchat field mapping configuration, the only groups I can select are the IT workspace groups, and not the groups that have been created in the other workspace.  I am assuming its possible to point them to a specific group in the non IT workspace, but clearly I’m missing something.  I considered adding a category and building an automation that would assign it to the correct group in that manner, but I have to think that there is a configuration piece that I’m missing.  Anyone solve a similar issue on the “create ticket” mapping for freshchat?

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D
Apprentice
Links
Community Debut
LinksCommunity Debut
asked in Analytics
Team dashboard filter

Hi, Is there no way to add filters in the team dashboards? The pro plan said it had custom real time dashboards.  

211
jonahrich
Community Debut
K
Apprentice
Kamil_WenApprentice
asked in Employee Workflows
Onboarding for many Countries

Hello,I created Onboarding for my country. Other countries in our organization also want to implement this in their countries. I created a few worskpace for different countries but Onboarding is possible to set only for Global Settings.I can create separate workflowsflows or a service catalog for each worskpaces and it works great. Unfortunately, in onboarding I cannot set many things depending on which country will start onboarding. For example, the email to the manager is common so it cannot be personalized depending on the country that started onboarding. And paretn and child tickets only have a fixed setting to which workspace it is to be assigned.How I can customize Onboarding for few country?

141
jonahrich
Community Debut
S
Apprentice
stolan2Apprentice
asked in Ticket & Workflow Management
Requestor response to untouches ticket counts as initial response?

I was looking at a ticket that had sat for days after creation without being touched. The requestor added a note asking for an update and this date/time is showing as the Initial Response Time. Why did this happen and is there any way to limit this to an agent adding a note?

301
jonahrich
Community Debut
msconfig87
Skilled Expert
msconfig87Skilled Expert
posted in Employee Workflows
Minor bug: Icon for employee offboarding is no a transparent png

I believe the icon for employee offboarding was accidentally not made transparent like the employee onboarding one:This is visible in dark mode @alyssia.correa tagging you for direct dev report

151
jonahrich
Community Debut
K
Top Contributor
kevinmoralesTop Contributor
asked in Automations
Dynamically Set Approval Email in Workflow Automator

Hi!Trying to build the following flow in Freshservice: A requester enters the portal and selects a SharePoint access request. They choose a specific site and folder, for example: “Finance – Budget”. Each folder has a responsible approver — we fetch this person via a GET call. For example, we get that [email protected] is the approver. We now want the approval email to be sent to that dynamic email address, based on the selected folder. ❌ The issue:The “Send approval mail to” action doesn’t let us reference a custom field or dynamic variable. 🎯 Question:Is there a way to send an approval to an email address fetched dynamically from the workflow?Or is there any workaround (API, automation, custom object, etc.) to achieve this? Thanks a lot! 🙏

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Enzo
Community Debut
R
Contributor
russell_16303Contributor
asked in Ticket & Workflow Management
Tickets not sorting by Last Modified properly?

Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?

20711
Prasanth Sampathkumar
Community Debut
Vinnnn
Apprentice
VinnnnApprentice
asked in Project and Workload
Project Exportation

I'm having a problem on exporting Project Time Entries. it doesn't appear on my emails what should I do?? 

151
eeha0120
Skilled Expert
R
Contributor
rawilkinsContributor
asked in Ticket & Workflow Management
List of supported Liquid Filters in Freshservice

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice.  https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.   

64611
zachary.king
Skilled Expert
M
Skilled Expert
MaximeBSkilled Expert
asked in Ticket & Workflow Management
Send approval to custom object

Hi everyone,I need to setup a workflow using custom objects.I build the table with multiples values like: module name, module description and also “users” value where I need to choose an approver for each module.Everything works properly there, but I am not able to get the approval status because its a custom object.With the “Send approval email to manager”, Im able to have:But with custom object approval, Im not able to get the approved branch. How I can get one?:My custom object looks like this:And each module have a different approver (propriétaire de role) and 2 other people that can approve. We pick the first one in the flow that approve to continue, but I cant get the status of approval.I try to schedule workflow, but this need to be done directly once approuved, because its mandatory and needed right now and cant wait for the scheduled workflow to run and doesn’t want to setup a LOT of schedule workflow.If anyone know what I can do using workflow, API or anything, please let me

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M
Skilled Expert

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