Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Date - Aug 8, 2023<\/strong><\/p> Time - 9:00 AM PST | 9:30 PM IST<\/strong><\/p> Hello Everyone!<\/strong><\/p> Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Ticket & Workflow Management I\u2019d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I\u2019m wondering if the different tiers are the problem.<\/p> OR is FS not accepting the change from null to software as \u201cTicket is updated\u201d for the event condition.<\/p> AIM:\u00a0 I\u2019m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.<\/p> Any assistance or other idea to achieve aim would be greatly appreciated.<\/p> TY Hi\u00a0 Yes, ty I have looked at both Global and WS Supv Rules and I\u2019ve chosen the Global so that all the WS we create will inherit the rule.\u00a0 I have the Global Supv Rule set to run as early as possible, Hours since created = 1 (Cal) so that at least every hour (on the :36 for my instance) any new inbound ticket with no Agent assigned will trigger this rule.<\/p>\t Yes, in my WF,\u00a0I use condition node to confirm and then\u00a0the Skip New email notifications as well.<\/p>\t Thanks,<\/p>\t Bryn<\/p>\t<\/div><\/content-quote> Did you get a Global\u00a0Supv Rule to assign a agent? When I checked there was only option for that to do in the WS Supv Rule.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80875#post80875","creationDate":"2023-07-27T14:17:25+0000","relativeCreationDate":"7 days ago"},"lastReply":{"id":80875,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hi\u00a0 Yes, ty I have looked at both Global and WS Supv Rules and I\u2019ve chosen the Global so that all the WS we create will inherit the rule.\u00a0 I have the Global Supv Rule set to run as early as possible, Hours since created = 1 (Cal) so that at least every hour (on the :36 for my instance) any new inbound ticket with no Agent assigned will trigger this rule.<\/p>\t Yes, in my WF,\u00a0I use condition node to confirm and then\u00a0the Skip New email notifications as well.<\/p>\t Thanks,<\/p>\t Bryn<\/p>\t<\/div><\/content-quote> Did you get a Global\u00a0Supv Rule to assign a agent? When I checked there was only option for that to do in the WS Supv Rule.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80875#post80875","creationDate":"2023-07-27T14:17:25+0000","relativeCreationDate":"7 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":2,"relevantPost":{"id":80573,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi All - I\u2019m working on a new FS instance and it has WS enabled by default.\u00a0\u00a0<\/p> I\u2019d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I\u2019m wondering if the different tiers are the problem.<\/p> OR is FS not accepting the change from null to software as \u201cTicket is updated\u201d for the event condition.<\/p> AIM:\u00a0 I\u2019m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.<\/p> Any assistance or other idea to achieve aim would be greatly appreciated.<\/p> TY \u00a0<\/p> Below is the \u2018formatting\u2019 toolbox I am referring to. This appears only for a multi-line textarea in \u2018New Tickets\/Issue\u2019.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> So if I were to go to any item under Service Request, that formatting toolbox won\u2019t appear for multi-line textarea.\u00a0<\/p> \u00a0<\/p> Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452?postid=80785#post80785","creationDate":"2023-07-25T22:15:15+0000","relativeCreationDate":"9 days ago"},"isTopicUnread":true,"privateId":6552,"id":32452,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452","title":"For 'Service Request', is there a way to allow formatting to users for multi-line textarea?","lastPost":{"id":80785,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hello,\u00a0<\/p> \u00a0<\/p> Below is the \u2018formatting\u2019 toolbox I am referring to. This appears only for a multi-line textarea in \u2018New Tickets\/Issue\u2019.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> So if I were to go to any item under Service Request, that formatting toolbox won\u2019t appear for multi-line textarea.\u00a0<\/p> \u00a0<\/p> Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452?postid=80785#post80785","creationDate":"2023-07-25T22:15:15+0000","relativeCreationDate":"9 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80785,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hello,\u00a0<\/p> \u00a0<\/p> Below is the \u2018formatting\u2019 toolbox I am referring to. This appears only for a multi-line textarea in \u2018New Tickets\/Issue\u2019.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> So if I were to go to any item under Service Request, that formatting toolbox won\u2019t appear for multi-line textarea.\u00a0<\/p> \u00a0<\/p> Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452?postid=80785#post80785","creationDate":"2023-07-25T22:15:15+0000","relativeCreationDate":"9 days ago"},"numberOfViews":10,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80785"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hello Hello \u00a0<\/p> So there is an existing field called \u2018Category\u2019 and let\u2019s say the value goes something like this:<\/p> \u00a0<\/p> So first \u2018Software\u2019 is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let\u2019s say there are already Closed tickets and some Open one that has been assigned \u2018Software\u2019 Category and whatever sub-categories.\u00a0<\/p> \u00a0<\/p> What would happen if I just replace all sub-categories in \u2018Software\u2019 category\u00a0with Sub-Categories from \u2018Software (Replace Above with This)<\/strong>\u2019?\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/if-i-update-change-an-existing-field-in-ticket-fields-page-what-would-happen-to-existing-data-31432?postid=78911#post78911","creationDate":"2023-06-13T21:49:18+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5938,"id":31432,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/if-i-update-change-an-existing-field-in-ticket-fields-page-what-would-happen-to-existing-data-31432","title":"If I update\/change an existing Field in 'Ticket Fields' page, what would happen to existing data?","lastPost":{"id":80655,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello,\u00a0<\/p>\t\t \u00a0<\/p>\t\t So there is an existing field called \u2018Category\u2019 and let\u2019s say the value goes something like this check here<\/a>:<\/p>\t\t \u00a0<\/p>\t\t So first \u2018Software\u2019 is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let\u2019s say there are already Closed tickets and some Open one that has been assigned \u2018Software\u2019 Category and whatever sub-categories.\u00a0<\/p>\t\t \u00a0<\/p>\t\t What would happen if I just replace all sub-categories in \u2018Software\u2019 category\u00a0with Sub-Categories from \u2018Software (Replace Above with This)<\/strong>\u2019?\u00a0<\/p>\t\t \u00a0<\/p>\t\t \u00a0<\/p>\t\t<\/div>\t\t<\/div>\t<\/content-quote> If you replace all the sub-categories in the 'Software' category with the sub-categories from 'Software (Replace Above with This)', the behavior and impact on existing\/closed tickets will depend on how the system or database managing these categories is designed.<\/p>\t Sub-categories remain the same:<\/p>\t Blank Sub-categories:<\/p>\t Manual Update Prompt:<\/p>\t \u00a0<\/p>\t<\/div><\/content-quote> The tests I have done is that the category is a string value that they match to the free text field.\u00a0 Hello,\u00a0<\/p>\t\t \u00a0<\/p>\t\t \u00a0<\/p> I have started to looking into WS in FS in my trial.\u00a0\u00a0 Wounder if anyone else have been looking into using?\u00a0 \u00a0<\/p> My findings for now, except they way access it handled and few other settings that has moved around.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/workspace-nor-not-to-workspace-27666?postid=70988#post70988","creationDate":"2023-01-09T10:35:06+0000","relativeCreationDate":"6 months ago"},"isTopicUnread":true,"privateId":18420,"id":27666,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/workspace-nor-not-to-workspace-27666","title":"Workspace nor not to workspace","lastPost":{"id":80572,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" I hear you WFs - choice of Global or WS<\/p> Tags - only at WS<\/p> More to follow - interesting thread<\/p>","url":"\/ticket-workflow-management-11379\/workspace-nor-not-to-workspace-27666?postid=80572#post80572","creationDate":"2023-07-20T15:23:19+0000","relativeCreationDate":"14 days ago"},"lastReply":{"id":80572,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" I hear you WFs - choice of Global or WS<\/p> Tags - only at WS<\/p> More to follow - interesting thread<\/p>","url":"\/ticket-workflow-management-11379\/workspace-nor-not-to-workspace-27666?postid=80572#post80572","creationDate":"2023-07-20T15:23:19+0000","relativeCreationDate":"14 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":8,"numberOfLikes":1,"relevantPost":{"id":70988,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hi,\u00a0<\/p> \u00a0<\/p> I have started to looking into WS in FS in my trial.\u00a0\u00a0 Wounder if anyone else have been looking into using?\u00a0 \u00a0<\/p> My findings for now, except they way access it handled and few other settings that has moved around.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/workspace-nor-not-to-workspace-27666?postid=70988#post70988","creationDate":"2023-01-09T10:35:06+0000","relativeCreationDate":"6 months ago"},"numberOfViews":165,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80572"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
The \u201cTicket Properties\u201d are what my agents need to be able to easily view\/print in order to approve and complete a ticket.\u00a0 Is there any way to have these show under the \u201cTicket Details\u201d tab instead, making them much more visible and easier to read?<\/p>","url":"\/ticket-workflow-management-11379\/freshservice-tickets-show-properties-under-details-31854?postid=79649#post79649","creationDate":"2023-06-29T17:05:23+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":6195,"id":31854,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/freshservice-tickets-show-properties-under-details-31854","title":"Freshservice Tickets - show properties under details","lastPost":{"id":79676,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> If I understood correctly, you are referring to the Ticket Description versus the Ticket Properties, as highlighted in the following screenshot:<\/p> \u00a0<\/p> Every custom field you add to a ticket, is a property of the ticket; hence, they are shown in the ticket properties section. That\u2019s a standard behavior, even for most systems.<\/p> \u00a0<\/p> If you need some Properties data to be part of the Ticket description, you might try in a Workflow, when ticket is raised, read the contents of the corresponding property (your custom fields) and using an API call to update the ticket description appending the values you may need.<\/p> https:\/\/api.freshservice.com\/v2\/#update_ticket_priority<\/a><\/p> \u00a0<\/p> Note:<\/p> If using Service Catalog, your Service Request items Custom fields do appear on the section Details:<\/p> \u00a0<\/p> \u00a0<\/p> Hope this helps.<\/p> \u00a0<\/p> Sincerely,<\/p>","url":"\/ticket-workflow-management-11379\/freshservice-tickets-show-properties-under-details-31854?postid=79676#post79676","creationDate":"2023-06-30T16:47:54+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79676,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> If I understood correctly, you are referring to the Ticket Description versus the Ticket Properties, as highlighted in the following screenshot:<\/p> \u00a0<\/p> Every custom field you add to a ticket, is a property of the ticket; hence, they are shown in the ticket properties section. That\u2019s a standard behavior, even for most systems.<\/p> \u00a0<\/p> If you need some Properties data to be part of the Ticket description, you might try in a Workflow, when ticket is raised, read the contents of the corresponding property (your custom fields) and using an API call to update the ticket description appending the values you may need.<\/p> \u00a0<\/p> I have been looking to find a way to add a dynamic section to the main ticket form (I believe the url goes like\u00a0https:\/\/helpdesk.teamname.org\/support\/tickets\/new<\/a>) but I couldn\u2019t find a way. (On the other hand, I was able to do it for Service Catalog\u00a0items).\u00a0<\/p> \u00a0<\/p> Anyway, I found this article<\/a> and followed the step to go to\u00a0Admin \u2192 FIeld Manager \u2192 Ticket Fields<\/strong>. Then I added a Dropdown field for testing\u00a0but I couldn't\u00a0locate (+) icon as shown in below screenshot.\u00a0\u00a0<\/p> \u00a0<\/p> Could you please confirm if it\u2019s possible or not to add a dynamic section here? We\u2019ve been looking to update the main ticket form so it will as convenient as possible for both users and agents.\u00a0<\/p> \u00a0<\/p> P.S. I just checked again on my Service Catalog items and instead of (+) sign as shown in the above screenshot\/article, it now shows\u00a0\u2018Add a dynamic section\u2019 (likely update)<\/p> \u00a0<\/p> Thank you and pease let me know if you have an questions or more info.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/can-t-create-dynamic-section-fields-in-admin-field-manager-ticket-fields-and-need-some-advice-31372?postid=78757#post78757","creationDate":"2023-06-08T21:47:57+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5904,"id":31372,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/can-t-create-dynamic-section-fields-in-admin-field-manager-ticket-fields-and-need-some-advice-31372","title":"Can't create dynamic section fields in Admin -> FIeld Manager -> Ticket FIelds and need some advice","lastPost":{"id":79561,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hi\u00a0 You should be able to add dynamic content sections on the ticket fields page for the incident form as well as service catalogue items. We have quite a few on our ticket fields to help with incident info.<\/p>\t Having said that...it\u2019s not currently letting me create any new ones, only edit existing ones, so not sure if there\u2019s currently an issue.<\/p>\t<\/div><\/content-quote> Hi Jonathan\u00a0<\/p> \u00a0<\/p> I just found after you add a dropdown, you first have to save it. Then (+) sign will appear when you hover your mouse next to that field. You also cannot delete the\u00a0field if it has child in there (you have to delete that first).\u00a0\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/can-t-create-dynamic-section-fields-in-admin-field-manager-ticket-fields-and-need-some-advice-31372?postid=79561#post79561","creationDate":"2023-06-27T22:16:39+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79561,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hi\u00a0 You should be able to add dynamic content sections on the ticket fields page for the incident form as well as service catalogue items. We have quite a few on our ticket fields to help with incident info.<\/p>\t Having said that...it\u2019s not currently letting me create any new ones, only edit existing ones, so not sure if there\u2019s currently an issue.<\/p>\t<\/div><\/content-quote> Hi Jonathan\u00a0<\/p> \u00a0<\/p> I just found after you add a dropdown, you first have to save it. Then (+) sign will appear when you hover your mouse next to that field. You also cannot delete the\u00a0field if it has child in there (you have to delete that first).\u00a0\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/can-t-create-dynamic-section-fields-in-admin-field-manager-ticket-fields-and-need-some-advice-31372?postid=79561#post79561","creationDate":"2023-06-27T22:16:39+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":78757,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hello,\u00a0<\/p> \u00a0<\/p> I have been looking to find a way to add a dynamic section to the main ticket form (I believe the url goes like\u00a0https:\/\/helpdesk.teamname.org\/support\/tickets\/new<\/a>) but I couldn\u2019t find a way. (On the other hand, I was able to do it for Service Catalog\u00a0items).\u00a0<\/p> \u00a0<\/p> http:\/\/updates.freshservice.com\/incident\/362330<\/a><\/p> \u00a0<\/p> Seriously, FreshService, don\u2019t you think this would warrant some kind of notification to your customers?<\/p> I shouldn\u2019t have had to spend an hour investigating error messages.\u00a0<\/p> Please don\u2019t tell me to open a ticket with support, I already have an\u00a0hour\u00a0ago and haven\u2019t gotten a response yet (#14235298)<\/p>","url":"\/ticket-workflow-management-11379\/email-outage-31754?postid=79481#post79481","creationDate":"2023-06-26T14:11:57+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":18805,"id":31754,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/email-outage-31754","title":"Email Outage","lastPost":{"id":79497,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":" I think Microsoft would have notified the subscriber (Freshworks) of the problem, they wouldn\u2019t notify Freshworks\u2019 customers.\u00a0 Regardless, FreshWorks should have said something<\/p>","url":"\/ticket-workflow-management-11379\/email-outage-31754?postid=79497#post79497","creationDate":"2023-06-26T19:31:32+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79497,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":" I think Microsoft would have notified the subscriber (Freshworks) of the problem, they wouldn\u2019t notify Freshworks\u2019 customers.\u00a0 Regardless, FreshWorks should have said something<\/p>","url":"\/ticket-workflow-management-11379\/email-outage-31754?postid=79497#post79497","creationDate":"2023-06-26T19:31:32+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":2,"relevantPost":{"id":79481,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":" Has anyone noticed there\u2019s a problem with O365 Custom Email, it\u2019s been ongoing since last Friday?<\/p> It's remarkable that nobody had considered this aspect during the feature implementation. This oversight holds significant relevance, especially for businesses like ours that heavily rely on enterprise service management. With numerous business users doubling as agents, addressing this particular need becomes crucial.<\/p>","url":"\/ticket-workflow-management-11379\/ticket-sharing-for-agents-27627?postid=79235#post79235","creationDate":"2023-06-21T11:53:02+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79235,"author":{"id":44860,"url":"\/members\/shadow-fight-44860","name":"Shadow FIght","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4b36d2c4-85ce-424d-bda5-96f85d8a749f.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" It's remarkable that nobody had considered this aspect during the feature implementation. This oversight holds significant relevance, especially for businesses like ours that heavily rely on enterprise service management. With numerous business users doubling as agents, addressing this particular need becomes crucial.<\/p>","url":"\/ticket-workflow-management-11379\/ticket-sharing-for-agents-27627?postid=79235#post79235","creationDate":"2023-06-21T11:53:02+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":10,"relevantPost":{"id":70902,"author":{"id":40925,"url":"\/members\/kong-jhartmann-40925","name":"kong-jhartmann","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ad9e51d0-aba4-41d6-975b-eda0d5ed8c7a.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":" The introduction of ticket sharing was a feature that I have been waiting for over 6 years for.\u00a0 I was pleased to see it\u00a0finally get added.\u00a0 Unfortunately, it looks like Agents are limited in their ability to share tickets since they don\u2019t view tickets in the same manner as a requester does.\u00a0 \u00a0Are there plans to expand ticket sharing functionality to the Agent portal as well?<\/p>","url":"\/ticket-workflow-management-11379\/ticket-sharing-for-agents-27627?postid=70902#post70902","creationDate":"2023-01-04T17:58:57+0000","relativeCreationDate":"6 months ago"},"numberOfViews":208,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79235"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I have been looking to get familiar with FreshService tickets and it\u2019s been a trouble trying to understand how \u2018Sub-Category\u2019 and even \u2018Category\u2019 works.\u00a0<\/p> \u00a0<\/p> After reading and checking here and there, my understanding was this would be controlled by \u2018Service Catalog\u2019 so I went to Admin \u2192\u00a0Service Catalog\u00a0\u2192\u00a0\u2018Enterprise\u2019 category then created an item there (Published, not draft)<\/p> \u00a0<\/p> However, even after I\u2019ve done that, I see the new item I created is not showing in Sub-Category\u2026\u00a0<\/p> Could you please enlighten\u00a0me this situation? I waited several mins and refreshed the page but it hasn\u2019t shown up yet\u2026\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/how-do-i-add-remove-from-sub-category-in-a-ticket-31431?postid=78907#post78907","creationDate":"2023-06-13T19:59:20+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5937,"id":31431,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/how-do-i-add-remove-from-sub-category-in-a-ticket-31431","title":"How do I add\/remove from Sub-Category in a ticket?","lastPost":{"id":78917,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e865e8ef-3f5e-4151-899f-7677e48d6699.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":" That\u2019s a good self service Glad you found this article helpful & got the solution :)<\/p>","url":"\/ticket-workflow-management-11379\/how-do-i-add-remove-from-sub-category-in-a-ticket-31431?postid=78917#post78917","creationDate":"2023-06-14T05:40:07+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78917,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e865e8ef-3f5e-4151-899f-7677e48d6699.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":" That\u2019s a good self service Glad you found this article helpful & got the solution :)<\/p>","url":"\/ticket-workflow-management-11379\/how-do-i-add-remove-from-sub-category-in-a-ticket-31431?postid=78917#post78917","creationDate":"2023-06-14T05:40:07+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":78907,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hi everyone,<\/p> I have been looking to get familiar with FreshService tickets and it\u2019s been a trouble trying to understand how \u2018Sub-Category\u2019 and even \u2018Category\u2019 works.\u00a0<\/p> \u00a0<\/p> After reading and checking here and there, my understanding was this would be controlled by \u2018Service Catalog\u2019 so I went to Admin \u2192\u00a0Service Catalog\u00a0\u2192\u00a0\u2018Enterprise\u2019 category then created an item there (Published, not draft)<\/p> \u00a0<\/p> However, even after I\u2019ve done that, I see the new item I created is not showing in Sub-Category\u2026\u00a0<\/p> Could you please enlighten\u00a0me this situation? I waited several mins and refreshed the page but it hasn\u2019t shown up yet\u2026\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/how-do-i-add-remove-from-sub-category-in-a-ticket-31431?postid=78907#post78907","creationDate":"2023-06-13T19:59:20+0000","relativeCreationDate":"1 month ago"},"numberOfViews":30,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78917"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Is there anyway we can validate\/error check\/add logic to custom fields prior to the user submitting a service request form?\u00a0 Here are some examples:<\/p> If we have a date field, we need to be able to see if the date has occurred in the past and if so,\u00a0alert the user to change the date to at least be the current day.\u00a0\u00a0<\/p> If we have a number\/decimal field, but say only want the value to be less than 100, to be able to add logic to the field for < 100.<\/p> If we have a text field where we are asking for an email address, to be able to validate the address and make sure that not only there\u2019s an @ symbol, but where we can also validate the domain.\u00a0 In our case, we would only want the email domain of our company.<\/p> Thanks<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-and-error-checking-31425?postid=78879#post78879","creationDate":"2023-06-13T14:01:29+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5932,"id":31425,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/custom-field-validation-and-error-checking-31425","title":"Custom Field Validation and Error Checking","lastPost":{"id":78882,"author":{"id":40569,"url":"\/members\/jhanna-40569","name":"jhanna","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I spoke too soon.\u00a0 If I\u2019m using a custom object in the form, I am limited with the conditions I can select, and I can\u2019t enter a domain if I select \u201cincludes\u201d.\u00a0 It\u2019s looking for a specific entry in the custom object.<\/p> \u00a0<\/p> If I use just the text field, then I\u2019m able to select \u201cends with\u201d and add @domain.com<\/p> \u00a0<\/p> Looks like the trade off is having the user enter an email address, then I can verify that at least the domain is correct.<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-and-error-checking-31425?postid=78882#post78882","creationDate":"2023-06-13T14:52:03+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78882,"author":{"id":40569,"url":"\/members\/jhanna-40569","name":"jhanna","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I spoke too soon.\u00a0 If I\u2019m using a custom object in the form, I am limited with the conditions I can select, and I can\u2019t enter a domain if I select \u201cincludes\u201d.\u00a0 It\u2019s looking for a specific entry in the custom object.<\/p> \u00a0<\/p> If I use just the text field, then I\u2019m able to select \u201cends with\u201d and add @domain.com<\/p> \u00a0<\/p> Looks like the trade off is having the user enter an email address, then I can verify that at least the domain is correct.<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-and-error-checking-31425?postid=78882#post78882","creationDate":"2023-06-13T14:52:03+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":1,"relevantPost":{"id":78879,"author":{"id":40569,"url":"\/members\/jhanna-40569","name":"jhanna","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hello,<\/p> Is there anyway we can validate\/error check\/add logic to custom fields prior to the user submitting a service request form?\u00a0 Here are some examples:<\/p> If we have a date field, we need to be able to see if the date has occurred in the past and if so,\u00a0alert the user to change the date to at least be the current day.\u00a0\u00a0<\/p> If we have a number\/decimal field, but say only want the value to be less than 100, to be able to add logic to the field for < 100.<\/p> If we have a text field where we are asking for an email address, to be able to validate the address and make sure that not only there\u2019s an @ symbol, but where we can also validate the domain.\u00a0 In our case, we would only want the email domain of our company.<\/p> Thanks<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-and-error-checking-31425?postid=78879#post78879","creationDate":"2023-06-13T14:01:29+0000","relativeCreationDate":"1 month ago"},"numberOfViews":67,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78882"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We add their personal email addresses\u00a0as secondary email addresses to their requester accounts. So when we send the post termination email\u00a0to their personal email, and they reply those emails are marked as spam because their personal email is attached to a deactivated\u00a0requester account. (Their personal emails are used to verify their identity in the event of password resets etc.)\u00a0<\/p>\t<\/div><\/content-quote> Hi.<\/p> Good to know. Thanks for clarifying.<\/p> Yes, sounds still like a Process matter:<\/p> Just a thought: Maybe a temporary decoupling of the secondary email into a different contact, then communications through that email end, you might join those contacts.<\/p> \u00a0<\/p> Regards,<\/p> Elvis.<\/p>","url":"\/ticket-workflow-management-11379\/not-mark-tickets-from-deactivated-accounts-as-spam-31303?postid=78847#post78847","creationDate":"2023-06-12T19:31:17+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78847,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" We add their personal email addresses\u00a0as secondary email addresses to their requester accounts. So when we send the post termination email\u00a0to their personal email, and they reply those emails are marked as spam because their personal email is attached to a deactivated\u00a0requester account. (Their personal emails are used to verify their identity in the event of password resets etc.)\u00a0<\/p>\t<\/div><\/content-quote> Hi.<\/p> Good to know. Thanks for clarifying.<\/p> Yes, sounds still like a Process matter:<\/p> Just a thought: Maybe a temporary decoupling of the secondary email into a different contact, then communications through that email end, you might join those contacts.<\/p> \u00a0<\/p> Regards,<\/p> Elvis.<\/p>","url":"\/ticket-workflow-management-11379\/not-mark-tickets-from-deactivated-accounts-as-spam-31303?postid=78847#post78847","creationDate":"2023-06-12T19:31:17+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":78619,"author":{"id":34126,"url":"\/members\/parkertyler-34126","name":"parkertyler","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I know that when requester accounts are deactivated, new tickets they submit are automatically marked as spam. Is there a way to turn this off or set up an automation so this does not happen?\u00a0 When an employee is terminated, we send them an offboarding email.\u00a0But if they respond to the email, Fresh Service marks the ticket generated from the reply as spam. So, we are constantly having to monitor the spam folder for those responses. Is there a way to turn off this feature? Thanks!<\/p>","url":"\/ticket-workflow-management-11379\/not-mark-tickets-from-deactivated-accounts-as-spam-31303?postid=78619#post78619","creationDate":"2023-06-05T15:43:38+0000","relativeCreationDate":"1 month ago"},"numberOfViews":29,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78847"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
When adding a dynamic section and selecting from a list that requires scrolling, items are not displayed when attempting to scroll down - the scroll bar jumps back to the top. This happens after a number of dynamic sections have already been created, greying-out the visible items on the screen.\u00a0<\/p> \u00a0<\/p> The ability to select the \u2018hidden\u2019 items still remains by clicking on a space within the list but the scrolling feature does not work thus making it unable to select the item preferred.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/bug-dynamic-section-doesn-t-display-all-selections-31368?postid=78753#post78753","creationDate":"2023-06-08T19:01:40+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5903,"id":31368,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/bug-dynamic-section-doesn-t-display-all-selections-31368","title":"[Bug]: Dynamic Section doesn't display all selections","lastPost":{"id":78753,"author":{"id":44281,"url":"\/members\/bsjfw-44281","name":"BSJFW","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3835edaa-6d9a-45ee-b03e-96447c580d02.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Service Catalog Admin.\u00a0<\/p> When adding a dynamic section and selecting from a list that requires scrolling, items are not displayed when attempting to scroll down - the scroll bar jumps back to the top. This happens after a number of dynamic sections have already been created, greying-out the visible items on the screen.\u00a0<\/p> \u00a0<\/p> The ability to select the \u2018hidden\u2019 items still remains by clicking on a space within the list but the scrolling feature does not work thus making it unable to select the item preferred.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/bug-dynamic-section-doesn-t-display-all-selections-31368?postid=78753#post78753","creationDate":"2023-06-08T19:01:40+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78753,"author":{"id":44281,"url":"\/members\/bsjfw-44281","name":"BSJFW","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3835edaa-6d9a-45ee-b03e-96447c580d02.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Service Catalog Admin.\u00a0<\/p> When adding a dynamic section and selecting from a list that requires scrolling, items are not displayed when attempting to scroll down - the scroll bar jumps back to the top. This happens after a number of dynamic sections have already been created, greying-out the visible items on the screen.\u00a0<\/p> \u00a0<\/p> The ability to select the \u2018hidden\u2019 items still remains by clicking on a space within the list but the scrolling feature does not work thus making it unable to select the item preferred.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/bug-dynamic-section-doesn-t-display-all-selections-31368?postid=78753#post78753","creationDate":"2023-06-08T19:01:40+0000","relativeCreationDate":"1 month ago"},"numberOfViews":7,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78753"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
if when he reply to that email,<\/p> Or someone Cc\u00a0an email in ticket (it sends this reply to his email),\u00a0<\/p> \u00a0<\/p> Once the requester reply to that email, it wont reflect to the ticket.<\/p> So what I need is making the reply reflect to ticket<\/p>","url":"\/ticket-workflow-management-11379\/make-email-reply-reflect-inside-ticket-as-a-reply-31109?postid=78074#post78074","creationDate":"2023-05-22T15:12:56+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5764,"id":31109,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/make-email-reply-reflect-inside-ticket-as-a-reply-31109","title":"Make email reply reflect inside ticket as a reply","lastPost":{"id":78710,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Remember this is something on your mail client side.<\/p> But if still willing to try to modify FS to suite to your mail client settings, you need to modify all email templates. According to your screenshot, it seems your working with the Service Catalog, so, you also need to modify the subject for every Item catalog you may have that generates an Email.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/ticket-workflow-management-11379\/make-email-reply-reflect-inside-ticket-as-a-reply-31109?postid=78710#post78710","creationDate":"2023-06-07T14:35:34+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78710,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Remember this is something on your mail client side.<\/p> But if still willing to try to modify FS to suite to your mail client settings, you need to modify all email templates. According to your screenshot, it seems your working with the Service Catalog, so, you also need to modify the subject for every Item catalog you may have that generates an Email.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/ticket-workflow-management-11379\/make-email-reply-reflect-inside-ticket-as-a-reply-31109?postid=78710#post78710","creationDate":"2023-06-07T14:35:34+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":16,"numberOfLikes":1,"relevantPost":{"id":78074,"author":{"id":41611,"url":"\/members\/mo-wael-41611","name":"Mo.Wael","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b6bea010-f260-43a6-a67b-46ac1b841d1d.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":0},"content":" I made it when a requester submit a ticket, it sends an email to him,<\/p> if when he reply to that email,<\/p> Or someone Cc\u00a0an email in ticket (it sends this reply to his email),\u00a0<\/p> \u00a0<\/p> Once the requester reply to that email, it wont reflect to the ticket.<\/p> So what I need is making the reply reflect to ticket<\/p>","url":"\/ticket-workflow-management-11379\/make-email-reply-reflect-inside-ticket-as-a-reply-31109?postid=78074#post78074","creationDate":"2023-05-22T15:12:56+0000","relativeCreationDate":"2 months ago"},"numberOfViews":85,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78710"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi Glad to know it helped.<\/p> If you don\u2019t mind, please mark as answered in order to help others with your same inquiry.<\/p> Regards,<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/parent-child-getting-service-item-fields-from-parent-sr-into-child-srs-31275?postid=78679#post78679","creationDate":"2023-06-07T05:53:52+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78679,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi Glad to know it helped.<\/p> If you don\u2019t mind, please mark as answered in order to help others with your same inquiry.<\/p> Regards,<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/parent-child-getting-service-item-fields-from-parent-sr-into-child-srs-31275?postid=78679#post78679","creationDate":"2023-06-07T05:53:52+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":1,"relevantPost":{"id":78521,"author":{"id":36097,"url":"\/members\/leonard-36097","name":"Leonard","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" We have a few Service Item bundles that collect a lot of data, and the additional items are separate child tickets that track work related to processing\/validating the parent ticket.\u00a0 We would very much like to copy all visible fields from the Service Item in the parent as a note to all the children.\u00a0 I initially thought that I could use an Expression in an automator that processes the parent ticket to use the trim function to store data from the all visible fields placeholder, which I would then place into a subsequent action as a note to associated child tickets.\u00a0 However, when I test it out, in the Activities I see that the expression step fails.\u00a0 Any ideas how I can achieve this?\u00a0 The form has a LOT of fields and conditions so as it is on the parent ticket I add a note of just the visible fields because it\u2019s much easier for the agents to read than the reading the Service Item.\u00a0\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/parent-child-getting-service-item-fields-from-parent-sr-into-child-srs-31275?postid=78521#post78521","creationDate":"2023-06-02T00:26:33+0000","relativeCreationDate":"2 months ago"},"numberOfViews":49,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78679"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi\u00a0 Just double checking, maybe a silly question:<\/p>\t Is the sender of the attachment the Requester or at least is part of the CC'ed?<\/p>\t If not, FS will create a new ticket always, because they not only check for the subject with the correct [#INC-nnnnn] format.<\/p>\t \u00a0<\/p>\t There are a couple of threads where I have described all the checks currently done by FS when receiving emails for Email Thread to work.<\/p>\t \u00a0<\/p>\t I'll try to get them for you.<\/p>\t \u00a0<\/p>\t Regards,<\/p>\t \u00a0<\/p>\t<\/div><\/content-quote> Hi again.<\/p> Not my reply,\u00a0 but this has what is also on mine and wanted to share with you:<\/p> \u00a0<\/p> Hope this helps.<\/p> \u00a0<\/p> Sincerely,<\/p>","url":"\/ticket-workflow-management-11379\/attachments-create-new-ticket-instead-of-adding-to-old-31248?postid=78486#post78486","creationDate":"2023-06-01T11:09:54+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78486,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi\u00a0 Just double checking, maybe a silly question:<\/p>\t Is the sender of the attachment the Requester or at least is part of the CC'ed?<\/p>\t If not, FS will create a new ticket always, because they not only check for the subject with the correct [#INC-nnnnn] format.<\/p>\t \u00a0<\/p>\t There are a couple of threads where I have described all the checks currently done by FS when receiving emails for Email Thread to work.<\/p>\t \u00a0<\/p>\t I'll try to get them for you.<\/p>\t \u00a0<\/p>\t Regards,<\/p>\t \u00a0<\/p>\t<\/div><\/content-quote> Hi again.<\/p> Not my reply,\u00a0 but this has what is also on mine and wanted to share with you:<\/p> \u00a0<\/p> Hope this helps.<\/p> \u00a0<\/p> Sincerely,<\/p>","url":"\/ticket-workflow-management-11379\/attachments-create-new-ticket-instead-of-adding-to-old-31248?postid=78486#post78486","creationDate":"2023-06-01T11:09:54+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":12,"numberOfLikes":0,"relevantPost":{"id":78461,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi all, Hi.<\/p> From a security point of view, in any solution, once you remove yourself admin roles, you cannot add that role to yourself.<\/p> You need to request a second admin to do that for you.<\/p> You should be able to add roles with permissions below to your current permissions, but not higher.<\/p> This is true for any software which works with security roles and permissions.<\/p> \u00a0<\/p> Hope this clarifies.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/ticket-workflow-management-11379\/main-admin-can-t-see-tickets-or-anything-anymore-31131?postid=78186#post78186","creationDate":"2023-05-24T16:18:19+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78186,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> From a security point of view, in any solution, once you remove yourself admin roles, you cannot add that role to yourself.<\/p> You need to request a second admin to do that for you.<\/p> You should be able to add roles with permissions below to your current permissions, but not higher.<\/p> This is true for any software which works with security roles and permissions.<\/p> \u00a0<\/p> Hope this clarifies.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/ticket-workflow-management-11379\/main-admin-can-t-see-tickets-or-anything-anymore-31131?postid=78186#post78186","creationDate":"2023-05-24T16:18:19+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":78168,"author":{"id":43974,"url":"\/members\/josip-43974","name":"Josip","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8749678c-fdb8-4648-9143-87a41d2dfdf2.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi, when we associate assets to a Change or Incident, if the Assets are spread across multiple pages,\u00a0we cannot multi-select and add the assets<\/strong>. It has to be done one page at a time.\u00a0<\/p> We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.<\/p> If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!<\/p> Thanks,<\/p> C\u00e9cile<\/p>","url":"\/ticket-workflow-management-11379\/associate-assets-to-a-change-or-incident-usability-enhancement-request-multi-select-accross-pages-31104?postid=78041#post78041","creationDate":"2023-05-22T06:27:33+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":18740,"id":31104,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/associate-assets-to-a-change-or-incident-usability-enhancement-request-multi-select-accross-pages-31104","title":"Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages","lastPost":{"id":78148,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" 5 upvotes so far. Good!<\/p>","url":"\/ticket-workflow-management-11379\/associate-assets-to-a-change-or-incident-usability-enhancement-request-multi-select-accross-pages-31104?postid=78148#post78148","creationDate":"2023-05-23T21:43:12+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78148,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" 5 upvotes so far. Good!<\/p>","url":"\/ticket-workflow-management-11379\/associate-assets-to-a-change-or-incident-usability-enhancement-request-multi-select-accross-pages-31104?postid=78148#post78148","creationDate":"2023-05-23T21:43:12+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":5,"relevantPost":{"id":78041,"author":{"id":43585,"url":"\/members\/cecile-43585","name":"Cecile","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":" Dear community,<\/p> when we associate assets to a Change or Incident, if the Assets are spread across multiple pages,\u00a0we cannot multi-select and add the assets<\/strong>. It has to be done one page at a time.\u00a0<\/p> We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.<\/p> If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!<\/p> Thanks,<\/p> C\u00e9cile<\/p>","url":"\/ticket-workflow-management-11379\/associate-assets-to-a-change-or-incident-usability-enhancement-request-multi-select-accross-pages-31104?postid=78041#post78041","creationDate":"2023-05-22T06:27:33+0000","relativeCreationDate":"2 months ago"},"numberOfViews":34,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78148"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Regards<\/p> Eric<\/p>","url":"\/ticket-workflow-management-11379\/email-fields-in-reply-30948?postid=77693#post77693","creationDate":"2023-05-15T06:46:04+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5673,"id":30948,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/email-fields-in-reply-30948","title":"Email fields in reply","lastPost":{"id":78112,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" And this is the email I send: \u00a0<\/p> This WINKELNAAM actually excists so that is not the problem. And this is the email I send: \u00a0<\/p> This WINKELNAAM actually excists so that is not the problem. Hello All, Regards<\/p> Eric<\/p>","url":"\/ticket-workflow-management-11379\/email-fields-in-reply-30948?postid=77693#post77693","creationDate":"2023-05-15T06:46:04+0000","relativeCreationDate":"2 months ago"},"numberOfViews":70,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78112"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/adding-text-on-ticket-page-in-portal-30962?postid=77733#post77733","creationDate":"2023-05-15T15:58:10+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5678,"id":30962,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/adding-text-on-ticket-page-in-portal-30962","title":"Adding Text on Ticket Page in Portal","lastPost":{"id":77782,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi.<\/p>\t If I understood correctly, this is what you are looking for:<\/p>\t \u00a0<\/p>\t If that is correct, it actually is kinda simple (yes, it is HTML):<\/p>\t \u00a0<\/p>\t You need to go to Admin -> Service Desk Rebranding -> Customize Support Portal -> Layout & pages -> Portal pages, and then choose Tickets - New ticket.<\/p>\t In that page, you may add text (following HTML rules) above<\/strong> the div corresponding to ticket-new-body:<\/p>\t \u00a0<\/p>\t Hope this helps.<\/p>\t \u00a0<\/p>\t \u00a0<\/p>\t Sincerely,<\/p>\t<\/div><\/content-quote> This is EXACTLY what I needed and it worked.\u00a0 Thanks so much!!!!!<\/p>","url":"\/ticket-workflow-management-11379\/adding-text-on-ticket-page-in-portal-30962?postid=77782#post77782","creationDate":"2023-05-16T16:34:31+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77782,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi.<\/p>\t If I understood correctly, this is what you are looking for:<\/p>\t \u00a0<\/p>\t If that is correct, it actually is kinda simple (yes, it is HTML):<\/p>\t \u00a0<\/p>\t You need to go to Admin -> Service Desk Rebranding -> Customize Support Portal -> Layout & pages -> Portal pages, and then choose Tickets - New ticket.<\/p>\t In that page, you may add text (following HTML rules) above<\/strong> the div corresponding to ticket-new-body:<\/p>\t \u00a0<\/p>\t Hope this helps.<\/p>\t \u00a0<\/p>\t \u00a0<\/p>\t Sincerely,<\/p>\t<\/div><\/content-quote> This is EXACTLY what I needed and it worked.\u00a0 Thanks so much!!!!!<\/p>","url":"\/ticket-workflow-management-11379\/adding-text-on-ticket-page-in-portal-30962?postid=77782#post77782","creationDate":"2023-05-16T16:34:31+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":77733,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" I want to be able to add custom text under the \u201cReport an issue\u201d on the ticket form on the portal.\u00a0 It is all HTML though it seems.\u00a0 Any easy way to do this?<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/adding-text-on-ticket-page-in-portal-30962?postid=77733#post77733","creationDate":"2023-05-15T15:58:10+0000","relativeCreationDate":"2 months ago"},"numberOfViews":43,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"77782"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Is it possible to share the ticket in order that both groups can still see the changes?\u00a0Are the Agent Roles the only option that I have, to make this possible?<\/p>","url":"\/ticket-workflow-management-11379\/share-a-ticket-with-other-group-30819?postid=77408#post77408","creationDate":"2023-05-08T07:29:42+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5600,"id":30819,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/share-a-ticket-with-other-group-30819","title":"Share a ticket with other group","lastPost":{"id":77639,"author":{"id":37078,"url":"\/members\/patrickmurphy-37078","name":"PatrickMurphy","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2e4e5012-a2c4-4aa6-834a-b42a2436a7de.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" This might be a similar situation and this is the approach I\u2019ve taken.<\/p> Agent A\u00a0 (me) is in Service Request Fulfillment Group<\/strong>, this is assigned to any service requests as the default group. Then if something errors in the workflow I assign to the HelpDesk Group<\/strong> to review and fix whatever went wrong with the workflow.<\/p> Agent B (Bob) is not in the Service Request Fulfillment Group. He has no visibility to SR or tasks in them.<\/p> My workflow: <\/strong>Service Request comes in under Service Request Fulfillment Group<\/strong>, it goes through the manager approvals and results in\u00a0a task generated and assigned to Agent Bob and HelpDesk Group.\u00a0 Bob is not assigned to the service request just the task. Bob can\u2019t see the service request, just his task.\u00a0 Bob gets a notification that a task has been assigned to him and Bob can see it in his MyWork schedule.\u00a0 Any service request information Bob needs to conduct the task is put in the task for him.\u00a0\u00a0<\/p> It might be different in what you are trying to do as you are trying to let Bob see the overall ticket\/service request. In my case I don\u2019t want Bob to see anything else in the service request including other tasks, he only sees the work assigned to him.<\/p> My Reason for this approach: <\/strong>I didn\u2019t do this to be super secret. I did this because Bob kept working service requests that had not been approved yet and completing tasks ahead of them being assigned to him.\u00a0 Bob kept having to revert his tasks when the approval for the\u00a0service request was denied.\u00a0 This was the only way I found to keep Bob from acting until it was ready to be acted upon.<\/p>","url":"\/ticket-workflow-management-11379\/share-a-ticket-with-other-group-30819?postid=77639#post77639","creationDate":"2023-05-12T20:11:22+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77639,"author":{"id":37078,"url":"\/members\/patrickmurphy-37078","name":"PatrickMurphy","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2e4e5012-a2c4-4aa6-834a-b42a2436a7de.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" This might be a similar situation and this is the approach I\u2019ve taken.<\/p> Agent A\u00a0 (me) is in Service Request Fulfillment Group<\/strong>, this is assigned to any service requests as the default group. Then if something errors in the workflow I assign to the HelpDesk Group<\/strong> to review and fix whatever went wrong with the workflow.<\/p> Agent B (Bob) is not in the Service Request Fulfillment Group. He has no visibility to SR or tasks in them.<\/p> My workflow: <\/strong>Service Request comes in under Service Request Fulfillment Group<\/strong>, it goes through the manager approvals and results in\u00a0a task generated and assigned to Agent Bob and HelpDesk Group.\u00a0 Bob is not assigned to the service request just the task. Bob can\u2019t see the service request, just his task.\u00a0 Bob gets a notification that a task has been assigned to him and Bob can see it in his MyWork schedule.\u00a0 Any service request information Bob needs to conduct the task is put in the task for him.\u00a0\u00a0<\/p> It might be different in what you are trying to do as you are trying to let Bob see the overall ticket\/service request. In my case I don\u2019t want Bob to see anything else in the service request including other tasks, he only sees the work assigned to him.<\/p> My Reason for this approach: <\/strong>I didn\u2019t do this to be super secret. I did this because Bob kept working service requests that had not been approved yet and completing tasks ahead of them being assigned to him.\u00a0 Bob kept having to revert his tasks when the approval for the\u00a0service request was denied.\u00a0 This was the only way I found to keep Bob from acting until it was ready to be acted upon.<\/p>","url":"\/ticket-workflow-management-11379\/share-a-ticket-with-other-group-30819?postid=77639#post77639","creationDate":"2023-05-12T20:11:22+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":9,"numberOfLikes":2,"relevantPost":{"id":77408,"author":{"id":42779,"url":"\/members\/corosc-42779","name":"corosc","avatar":"","userTitle":"","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Agents cannot see the tickets assigned to other groups. So, if\u00a0a ticket is handed over to another group for some tasks, the previous group can\u2019t see the ticket anymore.<\/p> Is it possible to share the ticket in order that both groups can still see the changes?\u00a0Are the Agent Roles the only option that I have, to make this possible?<\/p>","url":"\/ticket-workflow-management-11379\/share-a-ticket-with-other-group-30819?postid=77408#post77408","creationDate":"2023-05-08T07:29:42+0000","relativeCreationDate":"2 months ago"},"numberOfViews":89,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"77639"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I have an automation that assigns approvers in a hierarchical fashion for specific service requests. If the second approver rejects it emails the requestor and the requestor can edit the ticket as needed according to the rejection reason.<\/p> Is it possible to email the approvers so that they can reapprove the ticket? How do I do this?<\/p>","url":"\/ticket-workflow-management-11379\/how-to-send-notification-to-approver-that-ticket-has-been-modified-after-rejection-28399?postid=72470#post72470","creationDate":"2023-02-16T14:54:00+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":4436,"id":28399,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/how-to-send-notification-to-approver-that-ticket-has-been-modified-after-rejection-28399","title":"How to send notification to approver that ticket has been modified after rejection","lastPost":{"id":77469,"author":{"id":43520,"url":"\/members\/alirianad-43520","name":"alirianad","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" One possible reason for the app not being available for your device is that it might not be compatible with your device's operating system version or hardware specifications.<\/p> You can try checking the app's system requirements on the Google Play Store to ensure that your device meets the minimum requirements. If your device meets the requirements and the app is still not available, you can try reaching out to the app developer for further assistance.https:\/\/instanderapps.com\/instander-for-ios\/<\/a><\/u><\/u><\/p>","url":"\/ticket-workflow-management-11379\/how-to-send-notification-to-approver-that-ticket-has-been-modified-after-rejection-28399?postid=77469#post77469","creationDate":"2023-05-09T08:48:38+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77469,"author":{"id":43520,"url":"\/members\/alirianad-43520","name":"alirianad","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" One possible reason for the app not being available for your device is that it might not be compatible with your device's operating system version or hardware specifications.<\/p> You can try checking the app's system requirements on the Google Play Store to ensure that your device meets the minimum requirements. If your device meets the requirements and the app is still not available, you can try reaching out to the app developer for further assistance.https:\/\/instanderapps.com\/instander-for-ios\/<\/a><\/u><\/u><\/p>","url":"\/ticket-workflow-management-11379\/how-to-send-notification-to-approver-that-ticket-has-been-modified-after-rejection-28399?postid=77469#post77469","creationDate":"2023-05-09T08:48:38+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":72470,"author":{"id":41627,"url":"\/members\/abigayle-paulson-41627","name":"abigayle.paulson","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":0},"content":" Hello Team,<\/p> I have an automation that assigns approvers in a hierarchical fashion for specific service requests. If the second approver rejects it emails the requestor and the requestor can edit the ticket as needed according to the rejection reason.<\/p> Is it possible to email the approvers so that they can reapprove the ticket? How do I do this?<\/p>","url":"\/ticket-workflow-management-11379\/how-to-send-notification-to-approver-that-ticket-has-been-modified-after-rejection-28399?postid=72470#post72470","creationDate":"2023-02-16T14:54:00+0000","relativeCreationDate":"5 months ago"},"numberOfViews":47,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"77469"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
as far as I understand from reading is that it is still not possible to search on (ticket) Tasks. Regards, Hi.<\/p> Not sure if this is what you\u2019re looking for, but you could use a call to this API function:<\/p> https:\/\/api.freshservice.com\/v2\/#view_all_ticket_tasks<\/a><\/p> And parse the output, maybe using liquid filters, or the function substring.<\/p> \u00a0<\/p> Note: I haven\u2019t tested it yet.<\/p> \u00a0<\/p> \u00a0<\/p> Regards,<\/p> Elvis.<\/p>","url":"\/ticket-workflow-management-11379\/search-tasks-ticket-30682?postid=77168#post77168","creationDate":"2023-05-02T21:33:26+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":77168,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Not sure if this is what you\u2019re looking for, but you could use a call to this API function:<\/p> Simplify form for end users, make it easy to raise through the Requester Portal especially for end users who prefer sending emails.<\/strong><\/p> \u00a0<\/p> To drive users to use the end user portal, you want to make the experience of putting in a ticket and keeping an eye on it as easy for them as you can without asking them to fill in too many fields. You should also be using <\/span>Business Rules<\/u><\/a> to reduce the amount of visible fields and options within those fields if there is an opportunity to do so. Also, for the sake of ease of use, consider if you want to make these fields required on submission.<\/span><\/p> \u00a0<\/p> You can utilize strategically placed additional Custom Fields to your advantage.<\/strong><\/p> \u00a0<\/p> Apart from the basics like the subject, description and attachments, you could also ask them information about how badly this issue is affecting them, and how many users are affected. We don\u2019t usually suggest that you map this field directly to the priority and hence affect your SLA, but it definitely helps your agents assess how a particular ticket needs to be prioritized.\u00a0<\/span><\/p> \u00a0<\/p> This can be a simple dependent field like this with straightforward questions instead of a low-medium-high scale.<\/span><\/p> \u00a0<\/p> \u200b<\/span><\/p> You can also look at asking the users what kind of issue they are reporting. This does not have to be your Category field, because it really should be assigned by Agents to then be used in your Analytics and you want that to be as accurate as can be. Also it is something that you are going to expand as you scale and you want a smaller set of values for your users to select. This field can be a simple dropdown or dependent field that has 10 to 15 choices for the users to look through and select. You could have a second level in some cases if that helps you route the tickets slightly better.\u00a0<\/span><\/p> \u00a0<\/p> Here is an example of what that field could look like:<\/span><\/p> \u00a0<\/p> \u00a0<\/p> You can then use this field to route the Incident to the right team and maybe even set a higher priority for certain types like InfoSec.\u00a0<\/span><\/p> \u00a0<\/p> Apart from this, you could also use fields to get simple information like the location of the issue or the contact number of the user that might help you locate the issue or contact the user more easily.<\/span><\/p> \u00a0<\/p> \u00a0<\/p> Consider using the Service Catalog for more unique use-cases<\/strong><\/p> \u00a0<\/p> For more unique forms, explore the <\/span>Service Catalog<\/u><\/a>. You should be making a distinction between Incidents as a \u201cbreak\/fix\u201d form and Service Requests as requests for something new but there are a few exceptions you can make for cases like password resets. Using a Service Request in such cases allows you to get the right information that you need like which application or username it is that you need to fix this for and you could even use the <\/span>Orchestration Center<\/u><\/a> to automate cases like these.<\/span><\/p> \u00a0<\/p> If you would like to engage with us for any assistance around setting up Freshservice or get consultation on best practices, please reach out to your Account Manager or learn more about Freshworks Professional Services <\/span>here<\/u><\/a><\/strong><\/p>","url":"\/ticket-workflow-management-11379\/things-to-consider-when-setting-up-a-new-incident-form-30414?postid=76426#post76426","creationDate":"2023-04-11T17:33:12+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":18662,"id":30414,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/things-to-consider-when-setting-up-a-new-incident-form-30414","title":"Things to consider when setting up a new Incident form","lastPost":{"id":76817,"author":{"id":41373,"url":"\/members\/preethi-s-41373","name":"Preethi S","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d9b5b846-5b34-4308-ab8a-1d44485b891c.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":0},"content":" This checklist is going to be really useful!<\/p>","url":"\/ticket-workflow-management-11379\/things-to-consider-when-setting-up-a-new-incident-form-30414?postid=76817#post76817","creationDate":"2023-04-21T14:39:00+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76817,"author":{"id":41373,"url":"\/members\/preethi-s-41373","name":"Preethi S","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d9b5b846-5b34-4308-ab8a-1d44485b891c.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":0},"content":" This checklist is going to be really useful!<\/p>","url":"\/ticket-workflow-management-11379\/things-to-consider-when-setting-up-a-new-incident-form-30414?postid=76817#post76817","creationDate":"2023-04-21T14:39:00+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":2,"relevantPost":{"id":76426,"author":{"id":41649,"url":"\/members\/udaygrewal-41649","name":"UdayGrewal","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5ab90e6a-46ff-4458-b1e5-2bbcc592523b.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" \u00a0<\/p> Simplify form for end users, make it easy to raise through the Requester Portal especially for end users who prefer sending emails.<\/strong><\/p> \u00a0<\/p> To drive users to use the end user portal, you want to make the experience of putting in a ticket and keeping an eye on it as easy for them as you can without asking them to fill in too many fields. You should also be using <\/span>Business Rules<\/u><\/a> to reduce the amount of visible fields and options within those fields if there is an opportunity to do so. Also, for the sake of ease of use, consider if you want to make these fields required on submission.<\/span><\/p> \u00a0<\/p> You can utilize strategically placed additional Custom Fields to your advantage.<\/strong><\/p> \u00a0<\/p> Apart from the basics like the subject, description and attachments, you could also ask them information about how badly this issue is affecting them, and how many users are affected. We don\u2019t usually suggest that you map this field directly to the priority and hence affect your SLA, but it definitely helps your agents assess how a particular ticket needs to be prioritized.\u00a0<\/span><\/p> \u00a0<\/p> This can be a simple dependent field like this with straightforward questions instead of a low-medium-high scale.<\/span><\/p> \u00a0<\/p> \u200b<\/span><\/p> You can also look at asking the users what kind of issue they are reporting. This does not have to be your Category field, because it really should be assigned by Agents to then be used in your Analytics and you want that to be as accurate as can be. Also it is something that you are going to expand as you scale and you want a smaller set of values for your users to select. This field can be a simple dropdown or dependent field that has 10 to 15 choices for the users to look through and select. You could have a second level in some cases if that helps you route the tickets slightly better.\u00a0<\/span><\/p> \u00a0<\/p> Here is an example of what that field could look like:<\/span><\/p> \u00a0<\/p> \u00a0<\/p> You can then use this field to route the Incident to the right team and maybe even set a higher priority for certain types like InfoSec.\u00a0<\/span><\/p> \u00a0<\/p> Apart from this, you could also use fields to get simple information like the location of the issue or the contact number of the user that might help you locate the issue or contact the user more easily.<\/span><\/p> \u00a0<\/p> \u00a0<\/p> Consider using the Service Catalog for more unique use-cases<\/strong><\/p> \u00a0<\/p> For more unique forms, explore the <\/span>Service Catalog<\/u><\/a>. You should be making a distinction between Incidents as a \u201cbreak\/fix\u201d form and Service Requests as requests for something new but there are a few exceptions you can make for cases like password resets. Using a Service Request in such cases allows you to get the right information that you need like which application or username it is that you need to fix this for and you could even use the <\/span>Orchestration Center<\/u><\/a> to automate cases like these.<\/span><\/p> \u00a0<\/p> If you would like to engage with us for any assistance around setting up Freshservice or get consultation on best practices, please reach out to your Account Manager or learn more about Freshworks Professional Services <\/span>here<\/u><\/a><\/strong><\/p>","url":"\/ticket-workflow-management-11379\/things-to-consider-when-setting-up-a-new-incident-form-30414?postid=76426#post76426","creationDate":"2023-04-11T17:33:12+0000","relativeCreationDate":"3 months ago"},"numberOfViews":53,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"76817"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> Wondering if anyone else has experienced issues with sending a reply to a ticket. Every once in a while Ill put in my reply and then try clicking send and it just does not work. Button looks like it was clicked but no reply is sent. I need to reload the page to be able to send.\u00a0<\/p> Sometimes I dont notice it was not sent until days later!<\/p> Seems to happen more when I am working quickly.<\/p> \u00a0<\/p> I am also in communication with support but wondered if it happened with anyone else.<\/p> \u00a0<\/p> Thanks.<\/p>","url":"\/ticket-workflow-management-11379\/issue-with-not-being-able-to-send-a-reply-to-ticket-30434?postid=76484#post76484","creationDate":"2023-04-12T14:19:58+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5412,"id":30434,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/issue-with-not-being-able-to-send-a-reply-to-ticket-30434","title":"Issue with not being able to send a reply to ticket","lastPost":{"id":76816,"author":{"id":41373,"url":"\/members\/preethi-s-41373","name":"Preethi S","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d9b5b846-5b34-4308-ab8a-1d44485b891c.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":0},"content":" @chelminen<\/p> Thank you for reaching out!<\/p> \u00a0<\/p> Can you check if you have enabled \u201cReply to ticket\u201d permission in the assigned to your profile. Also, please make sure you are a member of the group that the ticket belongs to. If you are an observer, you will not have permissions to reply\/work on the ticket.\u00a0<\/p> \u00a0<\/p> Thanks :)\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/issue-with-not-being-able-to-send-a-reply-to-ticket-30434?postid=76816#post76816","creationDate":"2023-04-21T14:36:58+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76816,"author":{"id":41373,"url":"\/members\/preethi-s-41373","name":"Preethi S","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d9b5b846-5b34-4308-ab8a-1d44485b891c.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":0},"content":" @chelminen<\/p> Thank you for reaching out!<\/p> \u00a0<\/p> Can you check if you have enabled \u201cReply to ticket\u201d permission in the assigned to your profile. Also, please make sure you are a member of the group that the ticket belongs to. If you are an observer, you will not have permissions to reply\/work on the ticket.\u00a0<\/p> \u00a0<\/p> Thanks :)\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/issue-with-not-being-able-to-send-a-reply-to-ticket-30434?postid=76816#post76816","creationDate":"2023-04-21T14:36:58+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":76484,"author":{"id":42977,"url":"\/members\/chelminen-42977","name":"chelminen","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi,<\/p> \u00a0<\/p> Wondering if anyone else has experienced issues with sending a reply to a ticket. Every once in a while Ill put in my reply and then try clicking send and it just does not work. Button looks like it was clicked but no reply is sent. I need to reload the page to be able to send.\u00a0<\/p> Sometimes I dont notice it was not sent until days later!<\/p> Seems to happen more when I am working quickly.<\/p> \u00a0<\/p> I am also in communication with support but wondered if it happened with anyone else.<\/p> \u00a0<\/p> Thanks.<\/p>","url":"\/ticket-workflow-management-11379\/issue-with-not-being-able-to-send-a-reply-to-ticket-30434?postid=76484#post76484","creationDate":"2023-04-12T14:19:58+0000","relativeCreationDate":"3 months ago"},"numberOfViews":48,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"76816"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.![\"\ud83d\udccc\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f4cc.png?v=2.2.7\"\/ "\\":pushpin:\\"")
Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>![\"\ud83d\udc49\ud83c\udffd\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f449-1f3fd.png?v=2.2.7\"\/ "\\":point_right_tone3:\\"")
\u00a0RSVP NOW !!<\/strong><\/a><\/p>","author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e865e8ef-3f5e-4151-899f-7677e48d6699.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"type":"Webinar","url":"https:\/\/community.freshworks.com\/events\/unleash-ai-cx-gets-more-personalized-predictive-and-optimized-227","image":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/125f6bf9-d0ed-43bb-be49-e160f57f0c14_thumb.jpg","location":"","startsAt":1691510400,"endsAt":1691514000,"contentType":"event","attendees":[],"attendeeCount":0,"isLoggedInUserAttendee":false,"createdAt":"1690397491"},"config":{"selectedTopic":{"id":227,"title":"Unleash AI: CX gets more Personalized, Predictive, and Optimized","content":" Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>Ticket & Workflow Management
51 Topics
Bryn<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80573#post80573","creationDate":"2023-07-20T15:33:49+0000","relativeCreationDate":"14 days ago"},"isTopicUnread":true,"privateId":6509,"id":32372,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372","title":"Workspace Workflow Automator not firing on Category change","lastPost":{"id":80875,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"
Bryn<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80573#post80573","creationDate":"2023-07-20T15:33:49+0000","relativeCreationDate":"14 days ago"},"numberOfViews":32,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80875"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1cd022b5-baf8-4062-8249-e84abe8e4b59.png\")
<\/figure><\/figure><\/figure>Software
\tMS Office
\tTeams
\tWindows
\tChrome
\tInternet Explorer
Software (Replace Above with This):
\tOffice 365
\tOperating System
\tWeb\/Browsers
\tOthers<\/code><\/pre>Software
\tMS Office
\tTeams
\tWindows
\tChrome
\tInternet Explorer
Software (Replace Above with This):
\tOffice 365
\tOperating System
\tWeb\/Browsers
\tOthers<\/code><\/pre>\t\t
So it\u2019s not index based fas as I understand it.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/if-i-update-change-an-existing-field-in-ticket-fields-page-what-would-happen-to-existing-data-31432?postid=80655#post80655","creationDate":"2023-07-24T06:43:42+0000","relativeCreationDate":"11 days ago"},"lastReply":{"id":80655,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"
Found few things that I\u2019m questioning \u201cwhy didn\u2019t they do like this\u201d.\u00a0<\/p>
\u00a0<\/p>
Found few things that I\u2019m questioning \u201cwhy didn\u2019t they do like this\u201d.\u00a0<\/p>
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4a265cb-377c-486c-b7d7-1031943ca576.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/9a92f796-b309-4bc5-9708-6eda1d9d1fba.png\")
<\/figure><\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/36bbf5e4-9872-433d-8a34-250060bae972.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/698ba3e7-fb3c-4ecc-8739-a568ac7b5629.png\")
<\/figure><\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/112895a2-7d6e-4510-acc7-2c739479f415.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/94dff576-0ed6-4e7c-87c3-a108ed63585a.png\")
<\/figure><\/figure><\/figure>
I searched through all answers and topics but I could not find the right one. If I overlooked I am sorry in advance.\u00a0\ud83d\ude09
When a customer sends an seperate email (not replying on!!) to my freshservice mailbox it created a new ticket instead of attaching this to an existing ticket.
We use the subject: [#INC-1234] - Attachment where #INC-1234 is the existing ticket. A new ticker #INC1235 is created telling that this is a attachment for ticket #INC-1234.
But it is not attached to the incident itself.
What do we do wrong?<\/p>","url":"\/ticket-workflow-management-11379\/attachments-create-new-ticket-instead-of-adding-to-old-31248?postid=78461#post78461","creationDate":"2023-06-01T05:34:10+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5842,"id":31248,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/attachments-create-new-ticket-instead-of-adding-to-old-31248","title":"Attachments create NEW ticket instead of adding to old","lastPost":{"id":78486,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"
I searched through all answers and topics but I could not find the right one. If I overlooked I am sorry in advance.\u00a0\ud83d\ude09
When a customer sends an seperate email (not replying on!!) to my freshservice mailbox it created a new ticket instead of attaching this to an existing ticket.
We use the subject: [#INC-1234] - Attachment where #INC-1234 is the existing ticket. A new ticker #INC1235 is created telling that this is a attachment for ticket #INC-1234.
But it is not attached to the incident itself.
What do we do wrong?<\/p>","url":"\/ticket-workflow-management-11379\/attachments-create-new-ticket-instead-of-adding-to-old-31248?postid=78461#post78461","creationDate":"2023-06-01T05:34:10+0000","relativeCreationDate":"2 months ago"},"numberOfViews":63,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78486"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I was experimenting with admin permission and removed the main admin from the IT Workspace.
I believe with that I lost the necessary roles to view tickets etc.
When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?
Can someone explain this to me
Kind regards,
Josip<\/p>","url":"\/ticket-workflow-management-11379\/main-admin-can-t-see-tickets-or-anything-anymore-31131?postid=78168#post78168","creationDate":"2023-05-24T11:22:33+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5779,"id":31131,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/main-admin-can-t-see-tickets-or-anything-anymore-31131","title":"Main Admin can't see tickets or anything anymore","lastPost":{"id":78186,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"
I was experimenting with admin permission and removed the main admin from the IT Workspace.
I believe with that I lost the necessary roles to view tickets etc.
When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?
Can someone explain this to me
Kind regards,
Josip<\/p>","url":"\/ticket-workflow-management-11379\/main-admin-can-t-see-tickets-or-anything-anymore-31131?postid=78168#post78168","creationDate":"2023-05-24T11:22:33+0000","relativeCreationDate":"2 months ago"},"numberOfViews":22,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78186"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"00cda8e6cbb6fee92e2217a22e631b7413773da2","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We are communicating with one partner using email. They have a non API-self build service tool.
It would be great if we can use some information from their emails as input for our tickets in Freshservice.
E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created.\u00a0Is this possible? If yes, how? Or where can I find the info about this.
I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)<\/p>
I tried all sorts of emails but the only thing I get is a ticket that states:
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/487b6a71-cde4-440a-80a5-ee0d8ed3daf0.png\")
<\/figure>
\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/6248c3ba-d196-493c-9f47-12613b834f5b.png\")
<\/figure>
I will try one with only std fieldnames.<\/p>","url":"\/ticket-workflow-management-11379\/email-fields-in-reply-30948?postid=78112#post78112","creationDate":"2023-05-23T07:55:52+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78112,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
I tried all sorts of emails but the only thing I get is a ticket that states:
\u00a0<\/p><\/figure>
\u00a0<\/p><\/figure>
I will try one with only std fieldnames.<\/p>","url":"\/ticket-workflow-management-11379\/email-fields-in-reply-30948?postid=78112#post78112","creationDate":"2023-05-23T07:55:52+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":1,"relevantPost":{"id":77693,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
We are communicating with one partner using email. They have a non API-self build service tool.
It would be great if we can use some information from their emails as input for our tickets in Freshservice.
E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created.\u00a0Is this possible? If yes, how? Or where can I find the info about this.
I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c2c78831-144b-49f1-8f91-ab28b45543f2.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e534e313-bc44-4d15-bc98-966b19af365e.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2c60e13f-67cb-42a8-80f0-6170c9bb06c2.png\")
<\/figure><\/figure><\/figure><\/figure>
We use the option Task a lot. A series of tasks creates a solution for a ticket.
But if you can not search on task attributes what is the use of these tasks then?
I hope I misunderstood and it is possible to search for tasks. (Note: Not PROJECT tasks!!)<\/p>
Eric<\/p>","url":"\/ticket-workflow-management-11379\/search-tasks-ticket-30682?postid=77116#post77116","creationDate":"2023-05-02T05:54:50+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":18695,"id":30682,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/search-tasks-ticket-30682","title":"Search tasks (Ticket)","lastPost":{"id":77168,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"![\"8TYR7XOU7reV2jQszlI0NxXoMMVIoBGLDG6O-tC2uhnIzYY8agB9DeqBI5GDOjMdyLxJNv2KNK9YcboNgzPYhGhOYOWCtRBiB3B0NxnIKx6SMM7wjJFI3Zhqiq2zCTfaK0O-Z2HC27aeSbQpuPlbyIA\"](\"https:\/\/lh4.googleusercontent.com\/8TYR7XOU7reV2jQszlI0NxXoMMVIoBGLDG6O-tC2uhnIzYY8agB9DeqBI5GDOjMdyLxJNv2KNK9YcboNgzPYhGhOYOWCtRBiB3B0NxnIKx6SMM7wjJFI3Zhqiq2zCTfaK0O-Z2HC27aeSbQpuPlbyIA\")
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\u00a0<\/p>
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Functional","cookiepolicy.modal.level2":"Normal
Functional + analytics","cookiepolicy.modal.level3":"Complete
Functional + analytics + social media + embedded videos"}}}">
![Smooth talker [5]](https://uploads-us-west-2.insided.com/freshworks-en/attachment/f15ed3b9-d6e9-46d3-839c-3e944abedf19.png "Smooth talker [5]")
