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Using Freshservice

Using Freshservice

1893 Posts
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Contributor
Christos.SpiropoulosContributor
asked in Ticket & Workflow Management
Ticket Fields -> Dropdown Customization

Hi, I am wanting to add a dropdown list, i.e., Client, Broker, Internal. When this field is selected upon generating a ticket, when selecting Client, I would like to mandate the person to enter in the Client Name and Client # (number). When they select the Broker option, I want to mandate the person to enter in the Broker ID and Broker name. How would I be able to accomplish this? 

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Contributor
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Apprentice
rexdeenApprentice
asked in Apps and Marketplace Integrations
Freshdesk Mobile App Not Syncing Custom Ticket Fields in Real-Time

Hey everyone,I’m running into a strange issue with the Freshdesk mobile app (iOS & Android). We use several custom ticket fields to track priority and internal categories. These show up perfectly on the web version, but on the mobile app, they either don’t appear at all or show outdated values even after refreshing.Things I’ve tried: Reinstalling the app Clearing app cache Forcing a sync by pulling to refresh Checking if field visibility is restricted (it’s not) Our agents in the field rely heavily on the mobile app, and this inconsistency is making things difficult. Has anyone faced something similar? Any idea if this is a known limitation or a bug?Thanks in advance!

273
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Apprentice
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Apprentice
DVTgApprentice
asked in Automations
How to get CRM Messaging conversations via API (Growth Plan)?

Hello Community,I'm trying to retrieve conversations/messages via the API that we manage through the integrated messaging feature within Freshworks CRM (Freshsales Suite).We are currently on the Growth plan.I've noticed that when I access one of these conversations in the user interface, the URL structure looks like this:https://[your_domain].myfreshworks.com/crm/messaging/a/[some_ID]/inbox/0/0/conversation/[conversation_ID]Initially, I tried using the Freshchat API V2 documentation and endpoints (e.g., /v2/conversations), thinking it was the correct API, but it didn't work (I only received HTML responses, not JSON).Later, I found an API Key in my account settings section under the title "CRM API details", which makes me think I need to use the specific CRM (Freshsales) API. I've located the general documentation for this API here: https://developers.freshworks.com/crm/api/My questions are: Given that my conversations are under the /crm/messaging/ path in the URL, does this confirm tha

183
D
Apprentice
jbrayaacn
Apprentice
jbrayaacnApprentice
asked in IT Operations Management
Create an automation to change requester based off field in body of ticket

Hey all, I need some help (if it’s even possible) to create an automation that looks for a specific field in the body of the ticket (an email address) and changes the requester to that data. Is that possible? 

100
jbrayaacn
Apprentice
robert1276
Apprentice
robert1276Apprentice
asked in Portal/Knowledge Base
My Knowledge Base post are not indexing in Search Engine

When i post article on knowledge base its coming with meta robots property showing no-index and no-follow. That stopping my content to show in search engine like Google. How i can remove that or should i have to change my subscription plan?

131
eeha0120
Skilled Expert
D
Contributor
dmillsContributor
posted in Assets
Asset search bar disappears

It seems anytime you use the asset filters in the assets list the search bar disappears and will not return unless you refresh the page

685
Z
Skilled Expert
KrisC
Skilled Expert
KrisCSkilled Expert
asked in Assets
Tracking consumables

How are we suppose to track these items? We don’t use ITAM for things like keyboards mice or monitors but we would still like to know who has what. Is there a way to do this?

8908
SurfinAsh
Community Debut
Jnstare
Apprentice
JnstareApprentice
asked in Ticket & Workflow Management
Escape character i Workflow Automation

hii am trying to build an automatic flow and use the expression builder to read a value from the last written note.The text that we are going to get is surrounded by this character "Can you use excape characters to get the expression builder to understand which character it should, for example, replace?For example. replace('Testing " if it " works',' " ','*') to replace " with *.I get an error message that saysInvalid syntax - Missing right parenthesis

62816
R
Contributor
kong-jhartmann
Skilled Expert
kong-jhartmannSkilled Expert
asked in Automations
Liquid filter if statement in Slack app action

Greetings all,I am building a workflow to add field values selected in a service item into a Slack app orchestration.  I have a series of checkboxes that the requester can check.  I want to perform a liquid filter if statement to post a specific message if the box is checked. {% if ticket.ri_179_cf_salesforce == "Yes" %}Salesforce: :white_check_mark:{% endif %}Unfortunately, when I do this, the field is no longer testable via the Test input params as it isn’t recognized.  Are if statements supported in workflows and app actions specifically?

332
Daniel Söderlund
Skilled Expert
oliveeetayylorr
Apprentice
oliveeetayylorrApprentice
asked in Getting Started
How do I change a webpage’s font & colours in Chrome browser?

Select the Menu button in the top-right corner of the browser window or press Alt + F on your keyboard. Select Settings. Click Appearance on the left-hand side then click Customise fonts on the right.Fonts Sonic

26084
louisyoung044
Community Debut
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Apprentice
BlueBerryTartApprentice
asked in Automations
Automatically link separately aggregated, but related, alerts to the same incident

So, I’ve just created an alerts email integration to be the recipient for contract notifications.The intent being that all contracts up for renewal land on the helpdesk as a ticket… But the aggregation period for alerts maxes out at 30 days. Some of our contract notification times are 90 days plus. So we would receive multiple tickets for the same activity. I had hoped that I could use an automation instead to manage the creation of the incident.But to also somehow scan for existing incidents and if one is located then link this new alert to the existing incident.Be like hey this open alert that is virtually identical to this new alert already has a linked incident… So lets just link to that instead.

60
B
Apprentice
sumirj
Apprentice
sumirjApprentice
asked in Ticket & Workflow Management
agent name in sender visible in gmail inbox whereas not in outlook inbox

 outlook inbox - shows KwikID support i,e sender email id name gmail inbox - agent name is visible in sender name,

131
Prasanth Sampathkumar
Community Debut
Mehrab Gulzar
Apprentice
Mehrab GulzarApprentice
asked in Automations
Can we combine Time Triggers with Marketplace Apps for deeper automation?

Hey team,I’ve been experimenting with the new time trigger enhancements and exploring automation tools from the Freshworks Marketplace.I’m curious — is there a way to combine both? For example, triggering a Marketplace app action only when a time trigger condition is met?Any workflows or examples would be super helpful!Thanks :)

202
Z
Community Debut
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Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics
Adding Tasks to Dashboard

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

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P
Contributor
M
Apprentice
mwieseApprentice
asked in Ticket & Workflow Management
Onboarding without child ticket

I don’t need child tickets since we are small and IT does all the tasks, but when HR selects 7+ service items from the build kit only the first service item comes through on the ticket, but if I had a child ticket the rest of the service items come through.  Issue is now I have to close two tickets when it could have been one.  Anyone have any workflow automator’s to workaround this issue?

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M
Apprentice
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Skilled Expert
ITMikeSkilled Expert
asked in Automations
Display SLA on Employee Portal

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get.  I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed).  Pictures of what I’m wanting below.  Yellow in agent view is what I want on the requester view.   

675
tatereal
Community Debut
P
Apprentice
PhilippLutzApprentice
asked in Automations
Automatically merge EMails to already existing Tickets

Hi,I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.The emails are sent from the same address ([email protected]) and the subject line always includes the ticket ID of the already existing service request.When the external service provider replies to this email address, a new ticket is created.My question is:Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

565
Joshuwa
Community Debut
D
Top Contributor
David ErnstTop Contributor
asked in Analytics
Custom fields in TASKS not available in Analytics

We have created several custom fields in TASKs for Tickets and Changes that do not appear in ANALYTICS to select for reports.   Some of these fields are dropdown, text and paragraph, however none are visible to choose in the Analytics report column choices. Are there restrictions to the number of custom fields that can be available or the type of field that will appear as a choice?  I have changed some from single line text to dropdown and Paragraph to single line text and they still do not appear, however other fields I have created do show as selections. 

531
VaibhavS
Contributor
Dev1
Contributor
Dev1Contributor
asked in Ticket & Workflow Management
Can you trigger a Workflow when a user is created?

Brief summary of the ask:We have new users who login through an email link, at which time their FreshService account is created Because we want to control visibility of Service Catalog items of these new users... We need to be able to automatically assign these new users to a Requester Group based on custom criteriaIs there a way to trigger a Workflow on Created User event? Is there another clever workaround to this?Thank you!!

303
Kamakshi V
Community Manager
K
Top Contributor
kevinmoralesTop Contributor
asked in Apps and Marketplace Integrations
SCIM provisioning via Microsoft Entra – is user provisioning via groups supported?

Hi everyone,We’re currently setting up SCIM provisioning from Microsoft Entra ID (Azure AD) to Freshservice using the official “Azure Active Directory Provisioning (SCIM)” app from the Freshservice Marketplace.We’ve followed the official documentation and user provisioning works fine when users are assigned individually to the app. However, we’re trying to manage provisioning using groups — and that’s where we’re hitting a roadblock. What we’ve tested: Created a Security group in Entra (not a Microsoft 365 group) Added the group under “Users and Groups” in the Freshservice Enterprise App Verified that the Provisioning Scope is set to “Sync only assigned users and groups” Provisioning works for individually assigned users ✅ ❗ But for the group, the following error shows up in provisioning logs:Group 'APP-Freshservice' will be skipped. EntityTypeNotSupportedHas anyone successfully used groups (specifically, Security groups) in Entra to automatically provision users into Freshservic

1215
S
Community Debut
abdelahmanelshafey
Apprentice
abdelahmanelshafeyApprentice
asked in Automations
Delete agents and requesters nods

i want when agent or requester is removed or deactivated from the system everything related to him automatically deleted like ( tickets - assets - nods)

161
eeha0120
Skilled Expert
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert
asked in Apps and Marketplace Integrations
service bot on multi-tenant account

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

2167
Casey B
Community Debut
Dan Ground
Apprentice
Dan GroundApprentice
asked in Ticket & Workflow Management
Employee Onboarding - Email in triggers onboarding process

Has anyone been able to trigger the onboarding process (create a parent ticket in the onboarding module, instead of hiring manager completing initial portal request) by having an email in to Freshservice. We currently have an email from our HR platform that sends an email when there's a new starter and i want this to trigger the request and for Freshservice to then create the next email out to the reporting manager to complete his sections on the onboarding ticket via the portal.ThanksDan

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M
Skilled Expert
C
Contributor
chadholtonContributor
asked in Analytics
Scheduled Analytics Not Getting Emailed Out

I created an analytics report and scheduled it to go out on Monday mornings to a small group of agents.  The report is not getting emailed.   Is there log file I can check or something within FreshService I can check to see why the report was not emailed out.  I can open the report in FS and choose “Export to Email” and that works, and I receive the report.

203
C
Contributor
K
Top Contributor
kevinmoralesTop Contributor
asked in Apps and Marketplace Integrations
How to set Vendor field on Intune-synced assets? Can’t update via API or Automator

Hi all,We’re trying to ensure that all hardware assets imported from Microsoft Intune are automatically assigned the correct Vendor (e.g., Atea) in Freshservice.So far, we’ve tried the following: Workflow Automator (Scheduled): We created a workflow that filters assets where Manufacturer = Lenovo and Vendor is empty. However, there is no available action to set Vendor directly in the Asset module. API attempt: We tried updating the asset using: PUT /api/v2/assets/:id  {  "asset": {    "vendor": "Atea"  }} This returned:{  "field": "Vendor",  "message": "Unexpected/invalid field in request"} GET /assets/:id?include=type_fields confirms that vendor_id is embedded under type_fields and seems to only be set when the asset is linked to a Product. So it seems like the only way to assign Vendor is to: Create a Product where the Vendor is set Update the asset’s product_id to inherit the vendor indirectly This feels pretty restrictive and not scalable when dealing with dynamic Intune imports.

60
K
Top Contributor

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