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For example, I created at ticket level a new custom numeric field called "estimation" and each time a time entry is saved I want to check if the sum of all entries exceeds the "estimation" field.If it does. Don't let you save the time entry.If it has to be developed, can you gime me more info on how to do it? because in this case it is not a custom app.

Hi Am pulling in departments using below query:let     url=FreshServiceURL,     Source = Json.Document(Web.Contents(url & "/itil/departments.json")),     #"Converted to Table" = Table.FromList(Source, Splitter.SplitByNothing(), null, null),     #"Expanded Column1" = Table.ExpandRecordColumn(#"Converted to Table", "Column1", {"created_at", "head_id", "id", "name", "prime_user_id", "head_name", "prime_user_name"}, {"department.created_at", "department.head_id", "department.id", "department.name", "department.prime_user_id", "department.head_name", "department.prime_user_name"}),     #"Filtered Rows" = Table.SelectRows(#"Expanded Column1", each true) in     #"Filtered Rows"I am only getting 10 records through (the first page of departments in Freshservice) where as I have 14 total. Any ideas where I am going wrong? 

Is it currently possible to only return 'open' tickets when listing tickets in the API? I can totally understand not supporting custom status' but if I want to return "All currently open tickets from this year", do I have to cycle through all paginated requests (including stats on each call) and then filter the results myself? This wouldn't be a big deal except I feel that, even extending the per-page limit, this would result in a large number of API calls as the year progresses.It's possible I'm just missing it entirely but I've been through the API v2 docs a few times and have been unable to find a solution.Any thoughts are greatly appreciated.

How to provide Customizable width and height in the manifest file of CTI app in freshdesk?

we need more possible criteria to execute SLA Policys on tickets. the best way would be own fields as a criterion. we use a custom field to classify tickets where they come from. a person, a Monitoring systen, a storage device and so on. now, we would like to execute the SLA only on tickets, which are writen by real people. to choose our custom fields would helps very much

Hello everyone,We're happy to announce the extension of Customer Segments in Freshdesk to our Knowledge Base. You can create segments based on your business needs - on the lines of regions, products purchased, subscription plans, support tiers or any other available attributes.With the introduction of customer segments in Knowledge Base, you can now create content and grant access to the required set of customers to provide a personalized experience.

I have a very weird issue when using the "code view" on the current FreshDesk release.This always worked until a few weeks ago.It appears the code view editor is not longer working properly. I tried 2 (fresh) browsers and still getting stuck on this.I am unable to insert custom html code reliably because the cursor is not properly position on the location where code should be added/changed/etc...See movie in attachment as illustration...

  We have a scenario at our workplace (i am not sure if it is unique to us) however, here we have customer companies (not individual customers) all of them having their own helpdesk ticketing system and we a lot of application companies who have their own ticketing system as well. We are like middleware in between and we kind of are a slice of meat between the bread.  Customer companies will report their issues to us and we work with the application companies to solve their issues. We are not able to find a way to put this workflow in Freshdesk. Any suggestions..

It would be helpful that instead of having to code announcements into our portal page, we could have an announcement section for the end users.  This way we can quickly announce network outages, updates, etc.   And change the announcement quickly when services are completed or outages are restored.  this would eliminate multiple tickets on the same issue and let the end users know we are aware of and working on the problem. it would need ability to format and color as well.  

We'd like to change our support ticket numbers to be prefixed with the current date, format #YYYYMMDD-TicketNo (ie. the 3rd ticket of the day is #20200413-03)Is there a viable way to do this?

  We need your help to integrate FreshDesc with our SKY system. I read out your API documentation but could not find any reference which can tell me: How Freshdesk will communicate to our system when a New create ticket. we want to listen the call whenever new ticket created. Please provide reference.

Hi team,Not sure if this idea has ever been proposed or explored but would it be possible to develop a "picture in picture" style reply box. Where the reply box for a ticket scrolls with your screen. This would be useful when replying to a ticket with a long email chain, instead of scrolling to the bottom, typing part of a response, scrolling back up to a particular part of the email and scrolling back down to the bottom to continue response.A non-essential or urgent feature but just some food for thought that some people might find usefulCheers,Mike

Hello,I have two suggestions for improving Freshdesk:1 - I would like it to be possible to personalize your portal from the Sprout plan. I find that my stand has an outdated design and would like to be able to customize it further. If that is not possible to do with the Sprout plan, you should offer a new modern and sleek design by default in a future update.2 - Finally, would it be possible to be able to choose a different background color in order to differentiate customer and agent tickets (as is the case in the administration)? This would allow the requester to differentiate their tickets from those of the agent with a different color.

The updates to the popup notifications are great now that they are no longer covering the ticket navigation arrows in the upper right corner. However, it is now a significantly larger and distracting notification for our users with the updated location. At least off to the right, it wasn't immediately in your field of vision drawing your attention away from the ticket. Why is there not a setting to turn off these notifications entirely or choose where to have them popup like you would for a desktop notification? Or choose what updates generate a popup.

We use Okta as our SSO identity provider.   As part of that configuration, a requester's home department in Freshservice is overwritten from data in Active Directory each time the user logs on.  This is required to support departmental transfers within the company.We can add additional departments to the user's FS profile (to allow them to see tickets from multiple departments) but this is 'undone' the next time the user logs on.Would it be possible to have separate fields for 'home department' and for 'additional departments' on the profile so that we can allow the user to see tickets from multiple departments but also allowing their 'home department' to be updated automatically when a departmental transfer occurs?

Hi,for the sake of corporate identity, we need to define the return address of analytics ourselves.Actually the customer see the adress: support@freshservice.comthe report should reach the customer from our domain

It would be nice to have a way to define packages being shipped to end-users and update the support tech when the tracking info shows the package has arrived. For instance, if I attach a UPS or FedEx tracking number, it will provide tracking updates as the package is updated by the carrier as a private note on the ticket. This will make it easier for large-scale shipment to remote users, like what many of us are facing right now in the wake of the pandemic.

Currently the way that this integration works is it pushes a $0 time entry to Quickbooks, requiring a lot of manual labor to prep an invoice before being sent out. It would be nice if each client in FreshService could have their billable rate set, and when Freshservice pushes out the time entry they are ready to converted to an invoice. Most other ticketing systems geared for MSPs can do this.

It would be a simple solution so we wouldn't have to reference outdated dynamic placeholders lists not related to Freshservice.Something similar to what you already have in the configuring email notifications area:

We are using Fresh Service and we want to get the list of tickets assigned to a specific agent. I looked at Fresh Service v1(https://api.freshservice.com/#view_all_ticket) and v2  (https://api.freshservice.com/v2/#view_all_ticket) api and couldn't find any API.However Freshdesk has  api's  (https://developer.freshdesk.com/api/#filter_tickets) to query based on agent id. I tried calling like  "https://xyz.fre

The ticket listing endpoint of the API currently supports only a few predefined filters: new_and_my_open, watching, spam, deleted, which are also available from the portal. The only predefined filter from the portal I am missing here is 'all unresolved', is it possible to add this since that's exactly the list of tickets I'd like to retrieve from the API.Next to that, it would be nice to have the possibility to filter tickets on specific status(es).Regards, Erik de Keijzer

Would it be possible to fully enable Rich Text in tickets so notes and replies can be customised by the agents.

Is is possible to get any data on how users are engaging with our in-app widget - the kind of help topics they are searching for, and trends?

HelloIn my solution I would like to send as much information as possible about the author of the ticket but as well as the context he is in. For example :ID, PostalCode, LastPurchase etc etcDo you know if its possible using freshdesk's API ?Thank you

Why do I always encounter this error message everytime I tried creating a new trello card or link a trello card from the ticket received on Freshdesk? Is there a way to resolve this problem?