Ticket & Workflow Management | Freshworks Community

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margin-left:15px; } /* Category Hero */ .qa-subForum-header .qa-page-title { font-size: 34px; } .qa-subForum-header .qa-subforum-description { font-weight: 400; } /* Navbar */ .main-navigation--wrapper{ background: #f7f7f7; } .main-navigation--wrapper .menu-create-topic { font-weight: 600; } /* Stats bar */ .widget-container--statistics_bar * { font-family: 'Sailec', Helvetica, sans-serif !important; font-weight: 400; font-size: 14px !important; color: #0b1320; /*changed from white to black*/ } .qa-stats-bar { background: #f7f7f7; } /* previous banner styling .qa-stats-bar { background: linear-gradient(0deg, rgba(0, 0, 0, 0.2), rgba(0, 0, 0, 0.2)), linear-gradient(90deg, #161830 0%, #161830 50.36%, #161830 100%); } */ ul.list.list--stats-bar.qa-stats-bar { background: transparent; } section.full-width.Template-brand-stats.custom-stats-bar { border: none; } .stats-bar .list strong { color: #0b1320; font-weight: bold; font-size: 15px; margin-right: 6px; } 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1100px) { .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div { background-position:left center; } } @media (max-width: 700px) { .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div { height: 35vh; /* default: 240px */ } .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div > div{ padding-top: 25%; } } @media (min-width: 764px) and (max-width: 1400px) { .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div > div{ padding-left: 12vw; } } /* Quicklins */ .quicklink__title { text-align: left; } .widget-container--quick_links .quicklink__box.quicklink-image .quicklink__hero { background-position: 0 50%; } .widget-container--quick_links .widget__heading { text-align: center; padding-bottom: 32px } /* Quick link font adjustments, font color still incorrect*/ .card-widget-text{ font-family: "National-Book", Arial; font-size: 16px; } /* CTA widget */ .Template-brand-cta { border-bottom: none; } .cta-widget.qa-cta-widget { background: #F7F7F7; } /* Spacing between custom widgets */ .custom-html-widget-wrapper { padding: 0; margin: 0; } /* Spacing between widgets */ .homepage-widget-wrapper, .widget-wrapper { margin-top: 40px; } .homepage-widget-wrapper, .widget-wrapper { /* margin-bottom: 56px; */ } /* Custom widgets title setting */ .custom-widget-header * { text-align: center; } .custom-widget-title { font-family: 'Sailec-Medium', Helvetica, sans-serif !important; font-weight: 500; font-size: 40px; } .custom-widget-subtitle { font-family: 'Sailec', Helvetica, sans-serif !important; font-weight: 400; margin-top: 16px; margin-bottom: 0; font-size: 16px; max-width: 560px; margin: auto; margin-top: 8px; } @media (max-width: 767px) { .custom-widget-title, .custom-widget-subtitle { padding: 0 16px; } } @media (max-width: 420px) { .custom-widget-title { font-size: 24px; } .custom-widget-subtitle { font-size: 14px; } } /* Community cards */ .widget-container--community_category .community-category__card .community-category__card-metadata li { font-size: 16px; display: flex; align-items: center; } .community-category-container .community-category-list .community-category__card-small-card .card_image { margin-right: 12px; } /* Leaderboard */ .widget-container--leaderboard_points .leaderboard-link-text .btn--show-more { text-transform: capitalize; } /* Events Calendar widget */ .homepage-widget-container--event_calendar { background: linear-gradient(180deg, #ECF0FB 0%, #F7F7F7 100%); } .widget-container--event_calendar .btn--show-more svg { display: none; } .widget-container--event_calendar .event-calendar-wrapper a { margin-bottom: 24px; } .widget-container--event_calendar .box__pad { padding-bottom: 40px; } /* Groups */ .homepage-widget-container--groups .group-overview-item__bottom { font-size: 16px; } /* Quicklinks */ .quicklink__title 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flex-direction: column; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box, .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box a { width: 100%; } } .widget-container--container-2-1-column_1 .widget-container--quick_links .widget__heading { font-size: 24px; text-align: left; padding-bottom: 0; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box.is-hidden-mobile-up { display: flex !important; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box.is-hidden-mobile-up .quicklink__url { width: 100%; } .widget-container--container-2-1-column_1 .widget-container--quick_links .content--centered.is-hidden-mobile-only { display: none !important; } /* Featured Topics */ .homepage-widget-container--featured_topics { background: #f7f7f7; } .homepage-widget-container--featured_topics .featured-topics { padding-top: 56px; margin-top: 0 } .homepage-widget-container--featured_topics .featured-topics .featured-topic__title .featured-topic__heading { font-size: 16px; } .homepage-widget-container--featured_topics .featured-topics .featured-topics__heading { font-family: 'Sailec-Medium', Helvetica, sans-serif !important; font-size: 40px; font-weight: 500; margin-bottom: 40px; } @media (max-width: 420px) { .homepage-widget-container--featured_topics .featured-topics .featured-topics__heading { font-size: 24px; } } li.featured-topic.quicklink__box.has-border.card-widget-wrapper { text-align: left; } .featured-topics .featured-topic.featured-topic--half-width { min-width: 250px !important; } .featured-topics{ padding-bottom: 48px; } /*to move search bar -subtext*/ .homepage-hero-subtitle { margin-top: 80px; } .homepage-hero-subtitle { visibility: hidden; } .mfp-img{ max-height: none !important; } /* adjust padding for SSO modal */ .mfp-wrap .mfp-inline-holder .mfp-content>* { padding: 10px !important; } /* containt background 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class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Apps and Marketplace Integrations</span><span class="text--meta">1</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-47" role="option"><div><a id="mega-menu-category-11367" track="[object Object]" href="https://community.freshworks.com/call-routing-11367" title="Call Routing" topicsCount="2" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Call Routing</span><span class="text--meta">2</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-48" role="option"><div><a id="mega-menu-category-11368" track="[object Object]" href="https://community.freshworks.com/phone-number-management-11368" title="Phone Number Management" topicsCount="0" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Phone Number Management</span><span class="text--meta">0</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-49" role="option"><div><a id="mega-menu-category-11369" track="[object Object]" href="https://community.freshworks.com/bring-your-own-provider-carrier-11369" title="Bring Your Own Provider/Carrier" topicsCount="0" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Bring Your Own Provider/Carrier</span><span class="text--meta">0</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-50" role="option"><div><a id="mega-menu-category-11370" track="[object Object]" href="https://community.freshworks.com/managing-ivrs-and-call-flows-11370" title="Managing IVRs and Call Flows" topicsCount="8" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Managing IVRs and Call Flows</span><span class="text--meta">8</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-51" role="option"><div><a id="mega-menu-category-11426" track="[object Object]" href="https://community.freshworks.com/using-freshdesk-omni-11426" title="Using Freshdesk Omni" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name"><strong>Using Freshdesk Omni</strong></span><span class="text--meta"></span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-52" role="option"><div><a id="mega-menu-category-11427" track="[object Object]" href="https://community.freshworks.com/getting-started-11427" title="Getting Started" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Getting Started</span><span class="text--meta">4</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" 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href="https://community.freshworks.com/apps-and-marketplace-integrations-11430" title="Apps and Marketplace Integrations" topicsCount="0" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Apps and Marketplace Integrations</span><span class="text--meta">0</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-56" role="option"><div><a id="mega-menu-category-11327" track="[object Object]" href="https://community.freshworks.com/using-freshsales-11327" title="Using Freshsales" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name"><strong>Using Freshsales</strong></span><span class="text--meta"></span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-57" role="option"><div><a id="mega-menu-category-11335" track="[object Object]" href="https://community.freshworks.com/getting-started-11335" title="Getting Started" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Getting Started</span><span class="text--meta">4</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-58" role="option"><div><a id="mega-menu-category-11340" track="[object Object]" href="https://community.freshworks.com/how-do-i-11340" title="How do I....?" topicsCount="11" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">How do I....?</span><span class="text--meta">11</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-59" role="option"><div><a id="mega-menu-category-11347" track="[object Object]" href="https://community.freshworks.com/analytics-11347" title="Analytics" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Analytics</span><span class="text--meta">4</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-60" role="option"><div><a id="mega-menu-category-11354" track="[object Object]" href="https://community.freshworks.com/apps-and-marketplace-integrations-11354" title="Apps and Marketplace Integrations" topicsCount="9" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Apps and Marketplace Integrations</span><span class="text--meta">9</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-61" role="option"><div><a id="mega-menu-category-11388" track="[object Object]" href="https://community.freshworks.com/sales-sequences-11388" title="Sales Sequences" topicsCount="8" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Sales Sequences</span><span class="text--meta">8</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-62" role="option"><div><a id="mega-menu-category-11389" track="[object Object]" href="https://community.freshworks.com/workflows-and-automations-11389" title="Workflows and Automations" topicsCount="31" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Workflows and Automations</span><span class="text--meta">31</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-63" role="option"><div><a id="mega-menu-category-11390" track="[object Object]" href="https://community.freshworks.com/user-management-11390" title="User Management" topicsCount="4" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">User Management</span><span class="text--meta">4</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-64" role="option"><div><a id="mega-menu-category-11391" track="[object Object]" href="https://community.freshworks.com/deals-and-pipeline-management-11391" title="Deals and Pipeline Management" topicsCount="7" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Deals and Pipeline Management</span><span class="text--meta">7</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" id="downshift-3339-item-65" role="option"><div><a id="mega-menu-category-11414" track="[object Object]" href="https://community.freshworks.com/contacts-and-account-management-11414" title="Contacts and Account Management" topicsCount="8" class="link--text main-menu-link main-menu-link--category"><span class="main-menu-link__name">Contacts and Account Management</span><span class="text--meta">8</span></a></div></li><li class="main-menu-list__item main-menu-list__item--no-hover" 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Join our AI Group and explore more!","description":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","id":40576,"featuredImage":"","label":"","replyCount":13,"views":328,"post":{"id":99423,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5d267aaf-559b-4b35-81ba-5d5d518cd329.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":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Smooth talker (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7c912584-bbcb-402a-8c25-f17001af0ebf_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","url":"\/freshworks-ai-summit-11444\/excited-about-freddy-ai-join-our-ai-group-and-explore-more-40576?postid=99423#post99423","creationDate":"2024-11-08T12:49:05+0000","relativeCreationDate":"3 months ago"},"contentType":"discussion","type":4,"likes":1,"hasCurrentUserLiked":false,"hasBestAnswer":false},"config":{"selectedTopic":{"url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/excited-about-freddy-ai-join-our-ai-group-and-explore-more-40576","title":"Excited about Freddy AI? Join our AI Group and explore more!","description":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","id":40576,"featuredImage":"","label":"","replyCount":13,"views":328,"post":{"id":99423,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5d267aaf-559b-4b35-81ba-5d5d518cd329.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":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Smooth talker (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7c912584-bbcb-402a-8c25-f17001af0ebf_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","url":"\/freshworks-ai-summit-11444\/excited-about-freddy-ai-join-our-ai-group-and-explore-more-40576?postid=99423#post99423","creationDate":"2024-11-08T12:49:05+0000","relativeCreationDate":"3 months ago"},"contentType":"discussion","type":4,"likes":1,"hasCurrentUserLiked":false,"hasBestAnswer":false}},"phrases":{"Forum":{"{n} year|{n} years":"{n} year|{n} years","{n} month|{n} months":"{n} month|{n} months","{n} day|{n} days":"{n} day|{n} days","{n} hour|{n} hours":"{n} hour|{n} hours","{n} minute|{n} minutes":"{n} minute|{n} minutes","just":"just now","{plural} ago":"{plural} ago"}}}"><section class="topic_banner qa-topic_banner-container homepage-widget-wrapper homepage-widget-wrapper--no-spacing"><div class="sitewidth"><div class="col"><div class="topic-banner_wrapper featuredBanner"><a class="banner-notification_url" aria-labelledby="banner-data" href="https://community.freshworks.com/freshworks-ai-summit-11444/excited-about-freddy-ai-join-our-ai-group-and-explore-more-40576"></a><div id="banner-data" class="box banner-notification notification"><div class="box__content box__pad"><p class="notification-title"><span class="notification-link">Excited about Freddy AI? Join our AI Group and explore more!</span></p><span class="thread-meta-item"><div class="avatar avatar avatar--S" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/kamakshi-v-43548" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5d267aaf-559b-4b35-81ba-5d5d518cd329.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5d267aaf-559b-4b35-81ba-5d5d518cd329.png" style="width: 100%;" title alt="Kamakshi V" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></div></a></div></div><span class="notification-link"><span class="thread-meta-item__date">3 months ago</span></span></span></div></div></div></div></div></section></div> <div data-preact="widget-breadcrumb/Breadcrumb" class="" data-props="{"breadcrumbData":[{"url":"\/","title":"Community"},{"url":"\/using-freshservice-11329","title":"Using Freshservice"},{"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management"}]}"><div class="sitewidth breadcrumb-container"><div class="col main-navigation--breadcrumb-wrapper widget--breadcrumb"><ul class="breadcrumb"><li class="breadcrumb-item qa-breadcrumb-community"><a class="breadcrumb-item-link" href="/"><i class="icon icon--caret-left is-visible-S"></i>Community</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-category"><a class="breadcrumb-item-link" href="/using-freshservice-11329"><i class="icon icon--caret-left is-visible-S"></i>Using Freshservice</a><i class="icon icon--caret-right"></i></li><li class="breadcrumb-item qa-breadcrumb-forum"><span class="current"><i class="icon icon--caret-left is-visible-S"></i>Ticket & Workflow Management</span><i class="icon icon--caret-right"></i></li></ul></div></div></div> <div class="forum-featured-image" style="background-color: transparent; background-image: url(https://uploads-us-west-2.insided.com/freshworks-en/attachment/2461fce6-f9cc-44ad-9d23-cef0a41a236a_thumb.png)"> <div class="forum-featured-image__content"> <div class="sitewidth"> <div class="col col--main has--side"> <div class="forum-list-view-spacing forum-list-view-spacing--v qa-subForum-header"> <h1 class="thread-list-view-title hero-subforum-title qa-page-title">Ticket & Workflow Management</h1> <p class="forum-list-view-description hero-subforum-description qa-subforum-description">Ticket & Workflow Management</p> <div class='searchbar-in-hero'> <form method="get" action="/search"> <div class="searchbox searchbox--large qa-search-area"> <div class="searchbox__input qa-menu-search-input search-v2"> <div class="algolia-search--forum algolia-search" data-preact="destination/modules/Search/Features/SearchWidget/SearchForm" data-props='{"isUserGuest":true,"isFederatedSalesforceSearch":false,"isFederatedSkilljarSearch":false,"isFederatedFreshdeskSearch":true,"isAlgoliaAnswersActive":false,"searchInContentCategories":[11379],"groupId":null,"aiSearchSummary":false,"phrases":{"Forum":{"live.search.placeholder":"Search topics, discussions, or posts...","live.search.search.text":"Search:","show.results":"Show results","advanced.search.filters":"Filters","live.search.no.result.found.text":"No results found for:","live.search.trending.text":"Trending","live.search.ask.question":"Ask question to the community","live.search.view.all":"View all","topic.form.type.discussion.label":"Conversation","content_type.label.article":"Article","content_type.label.question":"Question","answered.mark.title":"Solved","ask.question.title":"Ask question","ask.question.title.description":"Start your question with 'What', 'How' etc and phrase it like a question.","ask.question.optional.description":"Add description (optional)","cancel":"Cancel","create":"Create","title":"Title","Choose your subject":"Choose your subject","post.textarea.label":"Description","topic.editor.subforum.title":"Sub forum","topic.first.reply.placeholder.textarea":"Add as many details as possible, by providing details you\u2019ll make it easier for others to reply","wysiwyg.h1.btn.title":"Large heading","wysiwyg.h3.btn.title":"Small heading","wysiwyg.embed.btn.title":"Embed media","wysiwyg.video_embed.btn.title":"Video embed","Save":"Save","Cancel":"Cancel","wysiwyg.submenu.title":"More options","wysiwyg.features.links.text_input":"Text","wysiwyg.features.links.link_input":"URL","wysiwyg.features.links.link_input.placeholder":"Paste a link","wysiwyg.modals.embed.title":"Embed media","wysiwyg.modals.embed.placeholder":"Paste a link to embed media. 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These are both set to use the Asset Location\u00a0as the Data Source (so essentially its a drop down with around 10 items).\u00a0 When a new Service Request is submitted, we would like the selected Service Request Location to be stored into the Ticket Location (as we have made the Ticket Location a required field).<\/p><p>\u00a0<\/p><p>I\u2019m trying to setup a Workflow for this for when the Service Request is added.\u00a0 I don\u2019t see a built in way to reference the custom fields in a Service Request, so it looks like a Web Request has to be used.\u00a0 Is this correct?<\/p><p>Once I have the Service Request\u2019s Location, how do I set the Ticket\u2019s Location?\u00a0 \u00a0I tried to setup an Action using the \u201cSet Location As\u201d action, but it seems this wants a specific value (one of the 10 items defined in the data source).\u00a0 Is there a way to set the location field to a dynamic value (that I\u2019ve retrieved from a Web Request)?<\/p><p>\u00a0<\/p><p>Or, is there an easier way to do this than the path I am trying to go down?<\/p>","categoryName":"Ticket & Workflow Management","categoryId":"11379","contentType":"question","featuredImage":"","likes":0,"views":28,"votes":0,"replyCount":4,"publishedAt":"2025-02-12T20:31:52+00:00","lastActivityAt":"2025-02-17T17:10:59+00:00","lastContributor":{"id":"35773","username":"Trevor Cooper","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b26a4946-9a1e-4495-acc0-995e606cfdb4.png"},"lastPostId":16825,"author":{"id":"61150","username":"kbates","avatar":""},"sticky":false,"publicLabel":"","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false,"unreadRepliesCount":0,"isUnreadPostCountEnabled":false,"isNew":false,"lastActivityAtRelative":"1 day 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41512"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-set-ticket-location-from-a-service-request-41512"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/kbates-61150" rel="noreferrer"><div class="default-avatar avatar-variant-0">K</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/kbates-61150">kbates</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-set-ticket-location-from-a-service-request-41512" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How to Set Ticket Location from a Service Request</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-set-ticket-location-from-a-service-request-41512">New FreshService admin here, so apologies if there’s a straightforward way to do this that I haven’t found yet. We are using a Location field for a ticket (for the user to select the building they are located at) and we have also created a custom Location field on our Service Requests. These are both set to use the Asset Location as the Data Source (so essentially its a drop down with around 10 items). When a new Service Request is submitted, we would like the selected Service Request Location to be stored into the Ticket Location (as we have made the Ticket Location a required field). I’m trying to setup a Workflow for this for when the Service Request is added. I don’t see a built in way to reference the custom fields in a Service Request, so it looks like a Web Request has to be used. Is this correct?Once I have the Service Request’s Location, how do I set the Ticket’s Location? I tried to setup an Action using the “Set Location As” action, but it seems this wants a specific va</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-set-ticket-location-from-a-service-request-41512"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-22893"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/guest-user-with-azure-ad-orch-in-the-workflow-22893"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mimoune06-33970" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ae95cd79-1901-4cf3-b21f-e5f2c1be2814.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ae95cd79-1901-4cf3-b21f-e5f2c1be2814.png" style="width: 100%;" title alt="Mimoune06" /><div class="profilelabel qa-profile-label"><img 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class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/guest-user-with-azure-ad-orch-in-the-workflow-22893" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Guest user with Azure AD Orch in the Workflow</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/guest-user-with-azure-ad-orch-in-the-workflow-22893">Hello Team,I am a new user of Freshservice and I would like to know if there is a possibility to create a "Guest user" with the Azure AD Orch solution from a workflow ?I would like to request a dedicated service for the creation of Guest users in my company.Thank you in advance for your help. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/guest-user-with-azure-ad-orch-in-the-workflow-22893"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">248</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/guest-user-with-azure-ad-orch-in-the-workflow-22893?postid=102644#post102644"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 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href="https://community.freshworks.com/ticket-workflow-management-11379/guest-user-with-azure-ad-orch-in-the-workflow-22893?postid=102644#post102644"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-17T12:25:47.000Z">1 day ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/freshserivce-workspace-workflow-not-able-to-set-ticket-properties-41513"},"id":"11166","publicId":"41513","title":"Freshserivce Workspace Workflow Not able to set ticket properties","content":"<p>Hi,<\/p><p>This worked fine before, but now it has stopped..<\/p><p>I have a Workflow in each Workspace that is suppose to set Agent Group and Category based on the Requested Item on the 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41513"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/freshserivce-workspace-workflow-not-able-to-set-ticket-properties-41513"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/chrir-49031" rel="noreferrer"><div class="default-avatar avatar-variant-1">C</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/chrir-49031">chrir</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/freshserivce-workspace-workflow-not-able-to-set-ticket-properties-41513" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Freshserivce Workspace Workflow Not able to set ticket properties</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/freshserivce-workspace-workflow-not-able-to-set-ticket-properties-41513">Hi,This worked fine before, but now it has stopped..I have a Workflow in each Workspace that is suppose to set Agent Group and Category based on the Requested Item on the ticket.I have this now:Ticket is raised → Condition: Requested Item is ITEM1 → Action: Set Group and Set Category I have confirmed that the Workflow is triggered by sending a test email to myself, including Placeholders to see if the Workflow finds the values I want to put on the ticket properties.</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/freshserivce-workspace-workflow-not-able-to-set-ticket-properties-41513"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 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viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/chrir-49031" rel="noreferrer"><div class="default-avatar avatar-variant-1">C</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/freshserivce-workspace-workflow-not-able-to-set-ticket-properties-41513"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-12T22:38:03.000Z">6 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/work-flow-automartion-for-service-item-stage-41509"},"id":"11164","publicId":"41509","title":"Work Flow Automartion for Service item stage","content":"<p>Hi Guys,<\/p><p>Is there a way to use workflow automator to trigger an action if a service stage changes from one to another?<\/p><p>For example, if the stage changes from Anything to Fulfilled then trigger an action?<\/p><p>Much like with 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41509"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/work-flow-automartion-for-service-item-stage-41509"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jhall23-40530" rel="noreferrer"><div class="default-avatar avatar-variant-0">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jhall23-40530">jhall23</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/work-flow-automartion-for-service-item-stage-41509" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Work Flow Automartion for Service item stage</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/work-flow-automartion-for-service-item-stage-41509">Hi Guys,Is there a way to use workflow automator to trigger an action if a service stage changes from one to another?For example, if the stage changes from Anything to Fulfilled then trigger an action?Much like with Service Request Approvals, if it changes from anything to approved then trigger an action.I cant seem to work out how to do it with a stage change on the requested item.Thanks! </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span 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12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">9</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/work-flow-automartion-for-service-item-stage-41509"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jhall23-40530" rel="noreferrer"><div class="default-avatar avatar-variant-0">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/work-flow-automartion-for-service-item-stage-41509"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-12T17:26:14.000Z">6 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/setting-a-workspace-on-raise-a-ticket-option-33533"},"id":"7121","publicId":"33533","title":"Setting a Workspace on raise a ticket option","content":"<p>Hi Everyone,<\/p><p>Do you know how I set the issue related to drop down so it always appears as finance and therefore, always the finance ticket configuration appears at first click.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/de4e4b82-7f0f-4b6b-9f8d-adf4c59f1aeb.png\" \/><\/figure><p>\u00a0<\/p><p>Thanks<\/p><p>Dani<\/p>","categoryName":"Ticket & Workflow 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-33533"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/setting-a-workspace-on-raise-a-ticket-option-33533"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/dani-40546" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/d181418f-335c-4397-b145-979cc505a38e.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/d181418f-335c-4397-b145-979cc505a38e.png" style="width: 100%;" title alt="Dani" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/dani-40546">Dani</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/setting-a-workspace-on-raise-a-ticket-option-33533" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Setting a Workspace on raise a ticket option</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/setting-a-workspace-on-raise-a-ticket-option-33533">Hi Everyone,Do you know how I set the issue related to drop down so it always appears as finance and therefore, always the finance ticket configuration appears at first click. ThanksDani</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/setting-a-workspace-on-raise-a-ticket-option-33533"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">696</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/setting-a-workspace-on-raise-a-ticket-option-33533?postid=102434#post102434"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">7</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/daniel-soederlund-35521" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/13604600-27b2-4d34-8e3a-fbd27d431580.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/13604600-27b2-4d34-8e3a-fbd27d431580.png" style="width: 100%;" title alt="Daniel Söderlund" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/setting-a-workspace-on-raise-a-ticket-option-33533?postid=102434#post102434"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-11T09:53:30.000Z">7 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/child-ticket-dependent-on-another-child-ticket-41492"},"id":"11159","publicId":"41492","title":"Child ticket dependent on another child ticket?","content":"<p>This is for Freshservice\u2026<\/p><p>\u00a0<\/p><p>I have a Catalog item with multiple Additional Items to select from.<\/p><p>When those additional items are selected, it creates a child ticket.<\/p><p>I am looking for ideas on how I can make those child tickets dependent on one of the other child tickets.<\/p><p>\u00a0<\/p><p>Catalog Item is selected &gt; multiple Additional items are selected &gt; catalog item is submitted &gt; multiple child tickets are created.<\/p><p>Now we have a parent Service Request and multiple child Service Requests 1, 2 and 3.<\/p><p>Before 2 and 3 can be created, 1 has to be resolved. 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41492"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/child-ticket-dependent-on-another-child-ticket-41492"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jluna-46304" rel="noreferrer"><div class="default-avatar avatar-variant-4">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jluna-46304">jluna</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/child-ticket-dependent-on-another-child-ticket-41492" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Child ticket dependent on another child ticket?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/child-ticket-dependent-on-another-child-ticket-41492">This is for Freshservice… I have a Catalog item with multiple Additional Items to select from.When those additional items are selected, it creates a child ticket.I am looking for ideas on how I can make those child tickets dependent on one of the other child tickets. Catalog Item is selected &gt; multiple Additional items are selected &gt; catalog item is submitted &gt; multiple child tickets are created.Now we have a parent Service Request and multiple child Service Requests 1, 2 and 3.Before 2 and 3 can be created, 1 has to be resolved. Or maybe ability to pass a note from SR 1 to SR 2 and SR 3, and then agents working SR 2 and SR 3 would know when to proceed.Anyone have the need or figured out how to do something like this?</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/child-ticket-dependent-on-another-child-ticket-41492"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">14</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41471"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-create-a-rule-to-ensure-the-assignee-field-is-not-blank-on-ticket-closure-41471"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/lal23-40203" rel="noreferrer"><div class="default-avatar avatar-variant-3">L</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/lal23-40203">Lal23</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-create-a-rule-to-ensure-the-assignee-field-is-not-blank-on-ticket-closure-41471" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How to create a rule to ensure the assignee field is not blank on ticket closure?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-create-a-rule-to-ensure-the-assignee-field-is-not-blank-on-ticket-closure-41471">Hi, Can someone please help me create a workflow so that the ticket is either auto-assigned to whomever is resolving the ticket or forcing them to assign the ticket to themselves before closure.thanks!</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i 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href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-create-a-rule-to-ensure-the-assignee-field-is-not-blank-on-ticket-closure-41471?postid=102371#post102371"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-07T19:24:47.000Z">11 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/tickets-not-sorting-by-last-modified-properly-41205"},"id":"10995","publicId":"41205","title":"Tickets not sorting by Last Modified properly?","content":"<p>Is anyone else recently experiencing an issue where their tickets view when sorted by \u201cLast Modified Date\u201d are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren\u2019t modified as recently as them, messing up the sort order.<\/p><p>\u00a0<\/p><p>Have a ticket open on this awaiting reply but it\u2019s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?<\/p>","categoryName":"Ticket & Workflow 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41205"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/tickets-not-sorting-by-last-modified-properly-41205"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/russell-16303-16303" rel="noreferrer"><div class="default-avatar avatar-variant-3">R</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/russell-16303-16303">russell_16303</a></span><span class="user-title text--meta">Contributor</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/tickets-not-sorting-by-last-modified-properly-41205" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Tickets not sorting by Last Modified properly?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/tickets-not-sorting-by-last-modified-properly-41205">Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/tickets-not-sorting-by-last-modified-properly-41205"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">117</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/tickets-not-sorting-by-last-modified-properly-41205?postid=102292#post102292"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">8</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/pedromacieira-60888" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c8bf90e8-8b3e-40c8-8b9c-add8ed72ee13.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c8bf90e8-8b3e-40c8-8b9c-add8ed72ee13.png" style="width: 100%;" title alt="pedromacieira" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/tickets-not-sorting-by-last-modified-properly-41205?postid=102292#post102292"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-06T09:42:44.000Z">12 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/service-request-custom-fields-dynamic-accessing-in-workflow-41446"},"id":"11138","publicId":"41446","title":"Service Request custom fields dynamic accessing in workflow","content":"<p>Hi,<\/p><p>I\u2019m tryng to find a way to dynamically access custom fileds in Service Requests\/Service Items. The scenario is this:I have several Service Items that users can request. Most of them can be mapped to a Servicde Request caegory via custom object but some of them (eg. User Creation) have a custom field that represent the third level of SR classification. Since the custom field is different per each Service Item I was looking for a way to first identify the custom field based on the service desk item and then extract the value and use it to update the third classification level of my SR via API. I\u2019ve extensively tried via workflow but looks pretty \u201cstatic\u201d the way you can address the custom fields.<\/p><p>\u00a0<\/p><p>Does anybody has some hints?<\/p><p>Thanks\u00a0<\/p><p>Davide<\/p>","categoryName":"Ticket & Workflow Management","categoryId":"11379","contentType":"question","featuredImage":"","likes":0,"views":14,"votes":0,"replyCount":0,"publishedAt":"2025-02-05T16:38:22+01:00","lastActivityAt":"2025-02-05T16:38:22+01:00","lastContributor":{"id":"60858","username":"dbortolini","avatar":""},"lastPostId":0,"author":{"id":"60858","username":"dbortolini","avatar":""},"sticky":false,"publicLabel":"","ideaStatus":{"name":"","textColor":"","backgroundColor":""},"hasBestAnswer":false,"likedOrVotedByCurrentUser":false,"unreadRepliesCount":0,"isUnreadPostCountEnabled":false,"isNew":false,"lastActivityAtRelative":"13 days 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41446"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/service-request-custom-fields-dynamic-accessing-in-workflow-41446"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/dbortolini-60858" rel="noreferrer"><div class="default-avatar avatar-variant-8">D</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/dbortolini-60858">dbortolini</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/service-request-custom-fields-dynamic-accessing-in-workflow-41446" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Service Request custom fields dynamic accessing in workflow</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/service-request-custom-fields-dynamic-accessing-in-workflow-41446">Hi,I’m tryng to find a way to dynamically access custom fileds in Service Requests/Service Items. The scenario is this:I have several Service Items that users can request. Most of them can be mapped to a Servicde Request caegory via custom object but some of them (eg. User Creation) have a custom field that represent the third level of SR classification. Since the custom field is different per each Service Item I was looking for a way to first identify the custom field based on the service desk item and then extract the value and use it to update the third classification level of my SR via API. I’ve extensively tried via workflow but looks pretty “static” the way you can address the custom fields. Does anybody has some hints?Thanks Davide</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/service-request-custom-fields-dynamic-accessing-in-workflow-41446"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">14</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/service-request-custom-fields-dynamic-accessing-in-workflow-41446"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/dbortolini-60858" rel="noreferrer"><div class="default-avatar avatar-variant-8">D</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/service-request-custom-fields-dynamic-accessing-in-workflow-41446"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-05T15:38:22.000Z">13 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/workflow-trigger-to-resolve-a-ticket-once-a-resolution-has-been-added-36695"},"id":"8795","publicId":"36695","title":"Workflow trigger to resolve a ticket once a resolution has been added","content":"<p>Hi Folks!<br \/><br \/>I\u2019m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I\u2019m simply getting the workflow to hopefully run once the word \u201cTest\u201d has been entered into the resolution note box.<\/p><p>Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button\u2026\u00a0It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!<\/p><p>I\u2019m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated\u2026\u00a0But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.<\/p><p>These are the 4 steps in my workflow I have setup\u2026<br \/><strong>Event (1st step):<\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3518837d-711d-4af5-adf8-71ef11268e2d.png\" \/><\/figure><p><strong>Expression Builder (2nd step):<\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/d203161c-934b-4e04-aa47-22b7f556740e.png\" \/><\/figure><p><strong>Condition (3rd step):<\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/35c09ecd-8ffd-4473-aa6b-0eeed4e13776.png\" \/><\/figure><p><strong>Action (4th step):<\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/453f038b-a244-47e2-b766-8ec9e5be0b2f.png\" \/><\/figure><p>Perhaps someone in this forum has tried not necessarily a similar thing, but has found a way to get these workflows to trigger despite not performing a manual update of the Ticket Properties.<\/p><p>I would like to get us to a point where we either use:<\/p><ol type=\"a\"><li>Quick Resolver app - Agent performs the Quick Resolver action to resolve ticket, they are prompted to enter resolution as this is Mandatory, once entered this workflow triggers because the resolution is no longer blank (at present, an agent needs to hit the Update button again after entering the resolution...)<\/li>\t<li>Resolution Note entered - Agent simply goes to the Resolution tab, enters their resolution note and saves it - Workflow triggers as resolution notes are no longer blank and marks the ticket as Resolved without needing to update this in the Properties of the ticket.<\/li><\/ol><p>Thanks for any help anyone can offer!<\/p>","categoryName":"Ticket & Workflow 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-36695"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/workflow-trigger-to-resolve-a-ticket-once-a-resolution-has-been-added-36695"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/oclews10-52016" rel="noreferrer"><div class="default-avatar avatar-variant-6">O</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/oclews10-52016">oclews10</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/workflow-trigger-to-resolve-a-ticket-once-a-resolution-has-been-added-36695" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Workflow trigger to resolve a ticket once a resolution has been added</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/workflow-trigger-to-resolve-a-ticket-once-a-resolution-has-been-added-36695">Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" 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href="https://community.freshworks.com/ticket-workflow-management-11379/workflow-trigger-to-resolve-a-ticket-once-a-resolution-has-been-added-36695?postid=102258#post102258"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-05T14:12:48.000Z">13 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420"},"id":"11124","publicId":"41420","title":"Can any type of ticket update an asset record using workflow automater?","content":"<p>Would like to know if anybody has tried to create a workflow that would update an asset record, \u00a0when it is associated to a ticket?<\/p><p>My example 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41420"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/brian-r-40401" rel="noreferrer"><div class="default-avatar avatar-variant-1">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/brian-r-40401">Brian R</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Can any type of ticket update an asset record using workflow automater?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420">Would like to know if anybody has tried to create a workflow that would update an asset record, when it is associated to a ticket?My example is the following:A change ticket is created (example: decommissioning a server). If you associate an asset record to that change ticket, a workflow can be created so that when the change record is moved to implementation, or a trigger is activated, the associated asset record will be updated based on a selected field in the change form. Is this even possible?</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">9</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/brian-r-40401" rel="noreferrer"><div class="default-avatar avatar-variant-1">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/can-any-type-of-ticket-update-an-asset-record-using-workflow-automater-41420"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-03T21:09:04.000Z">15 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/college-student-interns-35305"},"id":"19218","publicId":"35305","title":"College Student Interns","content":"<p>We have a student work student pool of 15 students that log no more than 3-5 hours a week during semester. 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-35305"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/college-student-interns-35305"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mattschu-49975" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5cdf4424-7c1f-4c1e-9ff3-49a84e3e308c.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5cdf4424-7c1f-4c1e-9ff3-49a84e3e308c.png" style="width: 100%;" title alt="MattSchu" /><div class="profilelabel qa-profile-label"><img 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class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/college-student-interns-35305" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">College Student Interns</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/college-student-interns-35305">We have a student work student pool of 15 students that log no more than 3-5 hours a week during semester. I would like to have a generic student ticket agent that all 15 can be assigned and work tickets through. is this permissable in the EULA? Adding 15 agent licenses would more than double our expense for the app and all 15 would probably only do the volume of half of one of our regular agents. Curious if anyone else is in a similar situation and what strategies they may have found to stay on the right side of the EULA. I just took over this ticketing package so I did not have the opportunity to ask as part of a sales negotiation discussion.</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/college-student-interns-35305"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">196</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/college-student-interns-35305?postid=102174#post102174"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bartvb-41614" rel="noreferrer"><div class="default-avatar avatar-variant-4">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/college-student-interns-35305?postid=102174#post102174"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-02-03T09:32:27.000Z">15 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/resolving-a-ticket-at-point-of-submission-33094"},"id":"6889","publicId":"33094","title":"Resolving a ticket at point of submission","content":"<p>Hi everyone,<\/p><p>\u00a0<\/p><p>We are currently using FreshService.\u00a0 To record phone calls we have set up a ticket form\u00a0for agents to complete. 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-33094"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/resolving-a-ticket-at-point-of-submission-33094"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/dani-40546" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/d181418f-335c-4397-b145-979cc505a38e.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/d181418f-335c-4397-b145-979cc505a38e.png" style="width: 100%;" title alt="Dani" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/dani-40546">Dani</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/resolving-a-ticket-at-point-of-submission-33094" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Resolving a ticket at point of submission</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/resolving-a-ticket-at-point-of-submission-33094">Hi everyone, We are currently using FreshService. To record phone calls we have set up a ticket form for agents to complete. We have a closure rule that a time entry must be added to a ticket before it can be resolved. Is there a way for have the time entry option to be added to the ticket form. The reason behind this is we are having to submit the ticket form and then go into the ticket list to enter a time and resolved the ticket, which is time consuming. ThanksDani </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/resolving-a-ticket-at-point-of-submission-33094"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">73</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/resolving-a-ticket-at-point-of-submission-33094?postid=102114#post102114"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">4</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/wspsca-60741" rel="noreferrer"><div class="default-avatar avatar-variant-1">W</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/resolving-a-ticket-at-point-of-submission-33094?postid=102114#post102114"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-31T14:11:08.000Z">18 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/include-attachments-no-longer-working-40826"},"id":"10820","publicId":"40826","title":"Include_attachments no longer working","content":"<p>Hello,\u00a0<\/p><p>\u00a0 We were using {{ include_attachments }} in our workflows when sending emails and approval requests but it no longer works. Approvals requests no longer include attachments and sending emails using workflows also fails to include attachments:<br \/>\u00a0<\/p><pre><code>Hi {{approval.member.name}},<br \/><br \/>A new Service Request has been submitted for your approval.<br \/><br \/>Request Summary<br \/><br \/>{{ticket.subject}} (#{{ticket.id}})<br \/><br \/>Requester: {{ticket.requester.name}}<br \/>Priority: {{ticket.priority}}<br \/>Status: {{ticket.status}}<br \/><br \/><br \/>{{ticket.visible_service_item_fields}}<br \/><br \/><br \/><br \/>{{approval.comments}}<br \/><br \/>{{include_attachments}}<br \/><br \/><br \/><br \/>For Approval\/Reject Link click here<br \/><br \/><br \/>You can also approve\/reject the request by replying to this email with only one of the following words as the first line of the mail - 'Approved, Approve, Rejected, Reject'.<br \/><br \/><br \/>Regards,<br \/>{{helpdesk_name}}<\/code><\/pre><p>Can you guys revert the changes you done? I guess the problem is that this url is no longer returning attachments which was working fine until two weeks ago:<br \/><a href=\"https:\/\/company.freshservice.com\/api\/v2\/tickets\/%7B%7Bticket.id_numeric%7D%7D?include=attachments\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">https:\/\/company.freshservice.com\/api\/v2\/tickets\/{{ticket.id_numeric}}?include=attachments<\/a><br \/>I also have ticket opened, but wondering maybe someone already encountered this issue and solved?<br \/><br \/>Thanks<\/p>","categoryName":"Ticket & Workflow 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40826"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/include-attachments-no-longer-working-40826"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/tadasa-36559" rel="noreferrer"><div class="default-avatar avatar-variant-9">T</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/tadasa-36559">TadasA</a></span><span class="user-title text--meta">Top Contributor</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/include-attachments-no-longer-working-40826" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Include_attachments no longer working</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/include-attachments-no-longer-working-40826">Hello, We were using {{ include_attachments }} in our workflows when sending emails and approval requests but it no longer works. Approvals requests no longer include attachments and sending emails using workflows also fails to include attachments: Hi {{approval.member.name}},A new Service Request has been submitted for your approval.Request Summary{{ticket.subject}} (#{{ticket.id}})Requester: {{ticket.requester.name}}Priority: {{ticket.priority}}Status: {{ticket.status}}{{ticket.visible_service_item_fields}}{{approval.comments}}{{include_attachments}}For Approval/Reject Link click hereYou can also approve/reject the request by replying to this email with only one of the following words as the first line of the mail - 'Approved, Approve, Rejected, Reject'.Regards,{{helpdesk_name}}Can you guys revert the changes you done? I guess the problem is that this url is no longer returning attachments which was working fine until two weeks ago:https://company.freshservice.com/api/v2/tickets/{{</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/include-attachments-no-longer-working-40826"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width 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title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/comment-exporter-les-questions-et-les-reponses-de-tous-les-tickets-freshdesk-41379"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-28T15:12:30.000Z">21 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/issue-with-even-based-workflow-automators-41361"},"id":"11091","publicId":"41361","title":"Issue with Even Based Workflow Automators","content":"<p>I created two similar Workflow 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41361"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/issue-with-even-based-workflow-automators-41361"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/pmaurin-49298" rel="noreferrer"><div class="default-avatar avatar-variant-8">P</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/pmaurin-49298">pmaurin</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/issue-with-even-based-workflow-automators-41361" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Issue with Even Based Workflow Automators</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/issue-with-even-based-workflow-automators-41361">I created two similar Workflow Automators. When a requestor replies to a resolved ticket, it re-opens the ticket, changes the status from Resolved, and emails the Agent. When a requestor replies to a closed ticket, it posts a public note that the ticket has been closed, is no longer being monitored, and a new ticket should be submitted (with a link to our FS support portal)Unfortunately, neither ticket is working as intended. Screenshots or both Workflows are attached. Any tips/suggestions are appreciated. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/issue-with-even-based-workflow-automators-41361"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 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href="https://community.freshworks.com/ticket-workflow-management-11379/issue-with-even-based-workflow-automators-41361"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-27T20:18:45.000Z">22 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/restict-workspace-options-41315"},"id":"11059","publicId":"41315","title":"Restict Workspace options","content":"<p>Hi All<\/p><p>Does anyone know is it possible to restrict which workspaces that agents can move tickets to, when doing a bulk update.<\/p><p>I am able to restrict which workspaces the agents can send to from within the ticket, by using a business rule, but does not seem to work for bulk 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41315"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/restict-workspace-options-41315"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mikey-38156" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/mikey-38156">Mikey</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/restict-workspace-options-41315" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Restict Workspace options</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/restict-workspace-options-41315">Hi AllDoes anyone know is it possible to restrict which workspaces that agents can move tickets to, when doing a bulk update.I am able to restrict which workspaces the agents can send to from within the ticket, by using a business rule, but does not seem to work for bulk updates. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test 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qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mikey-38156" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/restict-workspace-options-41315"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-23T10:50:10.000Z">26 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" 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class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/wesleydb-60441">wesleydb</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-add-a-location-field-to-a-department-41299" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How to add a location field to a department</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-add-a-location-field-to-a-department-41299">Hi,Is there an option to show a custom field under departments in the ticket fields?As an example, I want to add a dropdown menu with all the locations. If a requester is added to the department that it also automatically gets this location added.So that when the requester creates a ticket the location is automatically included in a ticket field. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-add-a-location-field-to-a-department-41299"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">32</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-add-a-location-field-to-a-department-41299?postid=101739#post101739"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/zachary-king-19717" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png" style="width: 100%;" title alt="zachary.king" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-add-a-location-field-to-a-department-41299?postid=101739#post101739"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-22T12:23:36.000Z">27 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/bug-yellow-box-in-response-not-a-note-41243"},"id":"11021","publicId":"41243","title":"Bug yellow box in response? Not a note","content":"<p>Hey,\u00a0<\/p><p>In some tickets we are experiencing our answer in a yellow box. After that all our answers are in a yellow box and the answer is\u00a0no longer visible\u00a0in the ticket when the client uses the portal. We are not using notes, just replying. 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41243"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/bug-yellow-box-in-response-not-a-note-41243"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/manonhag-60231" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f750f679-948b-4655-84b4-26c42a1ea62d.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f750f679-948b-4655-84b4-26c42a1ea62d.png" style="width: 100%;" title alt="ManonHag" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/manonhag-60231">ManonHag</a></span><span class="user-title text--meta">Apprentice</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/bug-yellow-box-in-response-not-a-note-41243" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Bug yellow box in response? Not a note</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/bug-yellow-box-in-response-not-a-note-41243">Hey, In some tickets we are experiencing our answer in a yellow box. After that all our answers are in a yellow box and the answer is no longer visible in the ticket when the client uses the portal. We are not using notes, just replying. It doesn’t happen all the time in all tickets. Hope you can help. Best regards, Manon</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/bug-yellow-box-in-response-not-a-note-41243"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">22</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/bug-yellow-box-in-response-not-a-note-41243?postid=101686#post101686"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bartvb-41614" rel="noreferrer"><div class="default-avatar avatar-variant-4">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/bug-yellow-box-in-response-not-a-note-41243?postid=101686#post101686"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-21T12:38:47.000Z">28 days ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/failing-of-some-workflows-in-freshservice-due-to-web-request-node-transactions-41286"},"id":"19875","publicId":"41286","title":"Failing of some workflows in freshservice due to web request node transactions","content":"<p>Has anyone had this issue before?<\/p><figure><img alt=\"\" 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41286"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/failing-of-some-workflows-in-freshservice-due-to-web-request-node-transactions-41286"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bartvb-41614" rel="noreferrer"><div class="default-avatar avatar-variant-4">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/bartvb-41614">BartVB</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="https://community.freshworks.com/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><div class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></div></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/failing-of-some-workflows-in-freshservice-due-to-web-request-node-transactions-41286" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Failing of some workflows in freshservice due to web request node transactions</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/failing-of-some-workflows-in-freshservice-due-to-web-request-node-transactions-41286">Has anyone had this issue before?Occording to support we used up the limit of the web request node transactions, honestly i was not even aware there was a limit…Just wondering if others have had the same issue</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">0</span></span></button></div><span class="thread-meta-item 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-39095"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/freshservice-api-auto-assign-tickets-round-robin-make-editable-39095"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/zephnath-39063" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5f5b3a9e-9e3e-4df9-9fcb-a9fb56b158ae.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5f5b3a9e-9e3e-4df9-9fcb-a9fb56b158ae.png" style="width: 100%;" title alt="zephnath" /><div class="profilelabel qa-profile-label"><img 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class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/freshservice-api-auto-assign-tickets-round-robin-make-editable-39095" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">FreshService API - Auto_Assign_Tickets (Round Robin) - Make Editable</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/freshservice-api-auto-assign-tickets-round-robin-make-editable-39095">FreshService API permits us to view the status of Round Robin agents via the Auto_Assign_Tickets Arribute. I see plenty of requests from users that request the ability to schedule Round Robin agents, so that they are automatically logged in and/or out of the round robin auto-assignments. But FreshWorks does not provide this ability. If FreshService permitted API PUT calls to the Auto_Assign_Tickets attribute, we could build our own solutions to some of the commonly requested features related to Round Robin, including auto-login and/or auto-logout. 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41220"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/default-answers-dropdown-fields-41220"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/giovanni-60173" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c85c1672-a649-4c76-b3a8-cd1f387c8208.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c85c1672-a649-4c76-b3a8-cd1f387c8208.png" style="width: 100%;" title alt="giovanni" /><div class="profilelabel qa-profile-label"><img 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class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/default-answers-dropdown-fields-41220" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Default answers dropdown fields</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/default-answers-dropdown-fields-41220">Would be great to be able to set default answers to dropdown fields when creating a new ticked from the backend.</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i 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thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/giovanni-60173" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c85c1672-a649-4c76-b3a8-cd1f387c8208.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c85c1672-a649-4c76-b3a8-cd1f387c8208.png" style="width: 100%;" title alt="giovanni" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/ticket-workflow-management-11379/default-answers-dropdown-fields-41220"><time class="thread-meta-item__text" aria-label="Last post relative creation date" dateTime="2025-01-14T12:56:09.000Z">1 month ago</time></a></span></div></div></div></div></div> <div data-preact="destination/modules/Content/TopicList/TopicListItem" class="" data-props="{"topic":{"categoryUrl":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379","topicUrl":{"destination":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/new-api-attributes-introduced-where-is-the-description-41204"},"id":"10994","publicId":"41204","title":"New API attributes introduced - Where is the description??","content":"<p>Recently I did an API call for the requested items of a service request: <a href=\"https:\/\/api.freshservice.com\/#view_req_items_of_sr\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">https:\/\/api.freshservice.com\/#view_req_items_of_sr<\/a><\/p><p>In the past it looked like this:<\/p><pre><code class=\"language-json\">{<br \/> \"requested_items\": [<br \/> {<br \/> \"custom_fields\": {<br \/> \"request_type\": \"xxxx\",<br \/> \"name_new_employee\": \"xxxx\",<br \/> \"location_new_employee\": xxxx,<br \/> \"manger_new_employee\": xxxx,<br \/> \"date_of_entry_new_employee\": \"xxxx\",<br \/> \"comment_new_employee\": \"xxxx\",<br \/> \"select_your_old_computer\": null,<br \/> \"what_should_happen_with_the_old_device\": null,<br \/> \"manager_replace_device\": null,<br \/> \"comment_replace_device\": null<br \/> },<br \/> \"id\": xxxx,<br \/> \"created_at\": \"xxxx\",<br \/> \"updated_at\": \"xxxx\",<br \/> \"quantity\": 1,<br \/> \"stage\": 1,<br \/> \"loaned\": false,<br \/> \"cost_per_request\": 0,<br \/> \"remarks\": null,<br \/> \"delivery_time\": null,<br \/> \"is_parent\": true,<br \/> \"service_item_id\": xxxx<br \/> }<br \/> ]<br \/>}<\/code><\/pre><p>If I do the same request today it looks like this (there have been added some fields form our side - ignore that fact):<\/p><pre><code class=\"language-json\">{<br \/> \"requested_items\": [<br \/> {<br \/> \"custom_fields\": {<br \/> \"request_type\": \"xxxx\",<br \/> \"name_new_employee\": \"xxxx\",<br \/> \"location_new_employee\": xxxx,<br \/> \"job_family_new_employee\": xxxx,<br \/> \"justification\": \"xxxx\",<br \/> \"manager_new_employee\": xxxx,<br \/> \"date_of_entry_new_employee\": \"xxxx\",<br \/> \"comment_new_employee\": \"xxxx\",<br \/> \"select_your_old_computer\": null,<br \/> \"what_should_happen_with_the_old_device\": null,<br \/> \"manager_replace_device\": null,<br \/> \"comment_replace_device\": null<br \/> },<br \/> \"custom_dropdown_tags\": [],<br \/> \"custom_boolean_tags\": [],<br \/> \"ff_single_line_tf\": [<br \/> \"xxxx\",<br \/> \"xxxx\"<br \/> ],<br \/> \"custom_paragraphs\": [<br \/> \"xxxx\",<br \/> \"xxxx\"<br \/> ],<br \/> \"quantity\": 1,<br \/> \"remarks\": null,<br \/> \"updated_at\": \"xxxx\",<br \/> \"stage\": 1,<br \/> \"loaned\": false,<br \/> \"cost_per_request\": xxxx,<br \/> \"custom_multi_select_dropdown_tags\": [],<br \/> \"custom_multi_select_dropdowns\": [],<br \/> \"id\": xxxx,<br \/> \"created_at\": \"xxxx\",<br \/> \"delivery_time\": null,<br \/> \"is_parent\": true,<br \/> \"service_item_id\": xxxx,<br \/> \"service_item_name\": \"xxxx\",<br \/> \"attachments\": [],<br \/> \"cloud_files\": []<br \/> }<br \/> ]<br \/>}<\/code><\/pre><p>As you can see FreshService introduced new attributes like:<br \/><br \/>custom_dropdown_tags<br \/>custom_boolean_tags<br \/>custom_paragraphs<br \/>ff_single_line_tf<br \/>custom_multi_select_dropdown_tags<br \/>custom_multi_select_dropdowns<br \/>cloud_files<\/p><p>Do you know what all these fields are and where they are documented?<\/p>","categoryName":"Ticket & Workflow 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-41204"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/new-api-attributes-introduced-where-is-the-description-41204"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/msconfig87-37354" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c71dc919-12f2-49cb-880b-1e39dcfa40a7.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c71dc919-12f2-49cb-880b-1e39dcfa40a7.png" style="width: 100%;" title alt="msconfig87" /><div class="profilelabel qa-profile-label"><img 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class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/new-api-attributes-introduced-where-is-the-description-41204" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">New API attributes introduced - Where is the description??</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/new-api-attributes-introduced-where-is-the-description-41204">Recently I did an API call for the requested items of a service request: https://api.freshservice.com/#view_req_items_of_srIn the past it looked like this:{ "requested_items": [ { "custom_fields": { "request_type": "xxxx", "name_new_employee": "xxxx", "location_new_employee": xxxx, "manger_new_employee": xxxx, "date_of_entry_new_employee": "xxxx", "comment_new_employee": "xxxx", "select_your_old_computer": null, "what_should_happen_with_the_old_device": null, "manager_replace_device": null, "comment_replace_device": null }, "id": xxxx, "created_at": "xxxx", "updated_at": "xxxx", "quantity": 1, "stage": 1, "loaned": false, "cost_per_request": 0, "remarks": null, "delivery_time": null, "is_parent": true, "service_item_id": xxxx } ]}If I do the same request today it looks like this (there have been added some fields form our side - ignore that fact</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test 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href="https://community.freshworks.com/ticket-workflow-management-11379/agent-name-in-sender-visible-in-gmail-inbox-whereas-not-in-outlook-inbox-41152" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">agent name in sender visible in gmail inbox whereas not in outlook inbox</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/agent-name-in-sender-visible-in-gmail-inbox-whereas-not-in-outlook-inbox-41152"> outlook inbox - shows KwikID support i,e sender email id name gmail inbox - agent name is visible in sender name,</a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight 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in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-28269"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-dynamically-add-a-large-number-of-text-fields-28269"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/msconfig87-37354" rel="noreferrer"><img role="img" src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c71dc919-12f2-49cb-880b-1e39dcfa40a7.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c71dc919-12f2-49cb-880b-1e39dcfa40a7.png" style="width: 100%;" title alt="msconfig87" /><div class="profilelabel qa-profile-label"><img 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class="thread-list-block__title"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-dynamically-add-a-large-number-of-text-fields-28269" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How to dynamically add a large number of text fields?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-dynamically-add-a-large-number-of-text-fields-28269">We want to have guest access for specific tools to be ordered via Service Request.Currently I have not found an easy way of adding large quantities of text fields dynamically to a Service Request. I imagine this must be a use case for some of you.. how to achieve this?? I don’t want to display the maximum available text fields already in the beginning and also want to have certain fields mandatory for each guest. </a></p></div><div class="topic-view_footer "><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="js-vote-count qa-topic-meta-likes-content test thread-meta-item__text">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/how-to-dynamically-add-a-large-number-of-text-fields-28269"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width 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for="register_customfield_10"> Relationship with Freshworks <div data-view="Tooltip" class="tooltip tooltip--day text--normal"> <span class="text--meta tooltip-trigger js-tooltip-trigger">(Private)</span> <div class="tooltip__content tooltip__content--profile js-tooltip-content"> Only you and moderators can see this information </div> </div> * </label> </div> <div class="second"> <select id="register_customfield_10" name="register[customfield][10]" class="userProfileFieldSelect"><option value="">--</option><option value="customer">Existing Customer</option><option value="new_to_freshworks">New to Freshworks</option><option value="partner">Freshworks Partner</option><option value="freshworks_employee">Freshworks Employee</option></select> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label" for="register_customfield_4"> Country * </label> </div> <div class="second"> <input type="text" id="register_customfield_4" name="register[customfield][4]" 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value="freshchat" /> <label for="register_customfield_23_3"> Freshchat </label><input type="checkbox" id="register_customfield_23_4" name="register[customfield][23][]" value="customer_service_suite" /> <label for="register_customfield_23_4"> Customer Service Suite </label><input type="checkbox" id="register_customfield_23_5" name="register[customfield][23][]" value="freshsales" /> <label for="register_customfield_23_5"> Freshsales </label><input type="checkbox" id="register_customfield_23_6" name="register[customfield][23][]" value="freshmarketer" /> <label for="register_customfield_23_6"> Freshmarketer </label><input type="checkbox" id="register_customfield_23_7" name="register[customfield][23][]" value="unified_crm" /> <label for="register_customfield_23_7"> Unified CRM </label></div> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label required" for="register_user_password"> Password * </label> </div> <div class="second"> <input type="password" id="register_user_password" name="register[user][password]" required="required" /> </div> </div> <div class="form__row"> <div class="first choices--stacked fancyselect"> <input type="checkbox" id="register_terms" name="register[terms]" required="required" value="1" /> <label for="register_terms" class="required"> By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its <a href="https://www.freshworks.com/privacy/">Privacy Notice</a> (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time. </label> </div> </div> <div class="email_repeat"> <div class="form__row"> <div class="first"> <label class="label" for="register_email_repeat"> loginBox.register.email_repeat </label> </div> <div class="second"> <input type="text" id="register_email_repeat" name="register[email_repeat]" /> </div> </div> </div> <button type="submit" id="register_submit" name="register[submit]" class="btn btn--cta btn--full-width"> Register </button> <input type="hidden" id="register_is_invite" name="register[is_invite]" /> <input type="hidden" id="register__token" name="register[_token]" value="sIAR5xXIai_HegiFDpvffr3-U2bpxiiJiWkKNAlDJYM" /> </form> <script type="application/javascript"> if (document.querySelector('.email_repeat')) { document.querySelector('.email_repeat').style.display = 'none' } //invite tricks if(document.querySelector('#register_is_invite') && document.querySelector('#register_is_invite').value) { let name = document.querySelector('#register_user_username'); if (name.value === '--removed--') { name.value = '' } let email = document.querySelector('#register_user_email') email.readOnly = 1 email.classList.add('register_user_email--disabled') } </script> </div> <div class="qa-login-modal" data-helper="modal" data-data='{"modal_id": "login", "mainClass": "modal--login"}' id="modal_login" > <label for=""> </label> <h2>Sign in to the Community</h2> <p><div class="modal-login-header" style="">No account yet? <a class="js-open-modal" data-modal="register">Create an account.</a></div> </p> <h4>Social Login </h4> <a class="btn--cta btn--sso qa-sso-saml_v2" href="https://community.freshworks.com/ssoproxy/login?ssoType=saml" title="My environment"> Login for Freshworks Employees </a> <a class="btn btn--icon btn--sso btn--linkedin" href="https://community.freshworks.com/sso/login?ssoType=linkedin" title="LinkedIn"> Login with LinkedIn </a> <div data-preact="social-buttons/google" data-props="{"href":"https:\/\/community.freshworks.com\/ssoproxy\/login?ssoType=google","phrase":"Login with Google"}"></div> <div class="seperator--text"><span>or sign up below</span></div> <form name="login" method="post" action="/member/login" class="form js-ajax-form--login"> <div class="js-notification"> </div> <div class="form__row"> <div class="first"> <label class="label required" for="login_usernameOrEmail"> Username or Email </label> </div> <div class="second"> <input type="text" id="login_usernameOrEmail" name="login[usernameOrEmail]" required="required" /> </div> </div> <div class="form__row"> <div class="first"> <label class="label required" for="login_password"> Password </label> </div> <div class="second"> <input type="password" id="login_password" name="login[password]" required="required" /> </div> </div> <div class="form__row"> <div class="first choices--stacked fancyselect"> <input type="checkbox" id="login_remember" name="login[remember]" value="1" /> <label for="login_remember"> Remember me </label> </div> </div> <button type="submit" id="login_submit" name="login[submit]" class="btn btn--cta btn--full-width"> Log in </button> <div class="box__pad box--note box--blend"> <a href="#" class="js-open-modal" data-modal="forgot" tabindex="-1">Forgot password?</a> </div> <input type="hidden" id="login__token" name="login[_token]" value="UEH75AecKYp-22Wx5MFjHUT_fNABuymJuBxBJQaYaJM" /> </form> </div> <div class="qa-forgot-modal" data-helper="modal" data-data='{"modal_id": "forgot", "mainClass": "modal--forgot"}' id="modal_forgot" > <p>Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.</p> <form name="forgotPassword" method="post" action="/member/forgotPassword" class="form js-ajax-form--forgot" id="form--forgot__1752160099"> <div class="js-notification"> </div> <div class="form__row"> <div class="first"> <label class="label required" for="forgotPassword_username"> Enter your e-mail address </label> </div> <div class="second"> <input type="text" id="forgotPassword_username" name="forgotPassword[username]" required="required" /> </div> </div> <div class="form-row first"> <button type="submit" id="forgotPassword_submit" name="forgotPassword[submit]" class="btn btn--cta qa-submit-button"> Send </button> <a href="#" class="group__item end js-open-modal qa-forgot-password-overview-link" data-modal="login">Back to overview</a> </div> <input type="hidden" id="forgotPassword__token" name="forgotPassword[_token]" value="5v-PhBvzWzrBI3L8AalPpSYpW7EZVJZs1o_UMqO9TnE" /> </form> </div> <div class="attachments--modal" data-helper="modal" data-data='{"modal_id": "attachments-pending-modal"}'> <h2>Scanning file for viruses.</h2> <p>Sorry, we're still checking this file's contents to make sure it's safe to download. 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Register to participate in user interviews, usability tests, and other user research studies to help us transform our products and create delightful experiences.</p> <a style='margin-top: 56px; padding-right: 24px; padding-left: 24px' class='btn--cta' href='https://www.surveymonkey.com/r/L9MZKCB' target='_blank'>REGISTER NOW</a> </div> <div class='image-wrapper' style='flex-basis: 30%'><img style='max-width: 100%' src='https://uploads-us-west-2.insided.com/freshworks-en/attachment/e6b9a1d3-fcff-44ee-ab97-7b692d8ae3d9.png' /></div> </div> </div> <style> .category-widget { display: none; background: #EDF2FB; border: 1px solid #D5D6DA; border-radius: 4px; margin: 0 10px; } .category-10000 .category-widget, .category-10006 .category-widget, .category-10005 .category-widget { display: block; } .category-widget .title { font-size: 32px; line-height: 40px; max-width: 560px; font-family: 'Sailec-Medium'; } .custom-html-widget-with-image { display: flex; flex-direction: row; align-items: center; 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function set_body_height() { // set body height = window height $('body').height($(window).height()); } $(document).ready(function() { $(window).bind('resize', set_body_height); set_body_height(); }); var categoryCardsWidget = document.querySelector('.qa-div-main.widget-wrapper'); if (categoryCardsWidget) { var parentWidget = categoryCardsWidget.parentNode var newWidget = document.createElement("div") //newWidget.innerHTML = template //parentWidget.insertBefore(newWidget, categoryCardsWidget) } </script> <style> .Sidebarmodule .col, .Sidebarmodule .widget .box__pad.custom-link-sidebar-widget { background: #f7f7f7; border: 1px solid #D5D6DA; border-radius: 4px; padding: 20px 24px 24px; } .custom-link-sidebar-widget p { margin-top: 4px; } .custom-link-sidebar-widget .btn--cta { width: 100%; margin-top: 16px; line-height: 40px; } @media (max-width: 1024px) { .custom-link-sidebar-widget { margin-right: 16px; margin-left: 16px; margin-top: 0 !important; } } @media (max-width: 767px) { .Sidebarmodule .col, .Sidebarmodule .widget .box__pad.custom-link-sidebar-widget { padding: 20px 16px 16px; } } </style> <script> /* Sidebar widgets for product updates and ideas */ var urlMap = { 11246: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk' }, 11247: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshservice', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshservice' }, 11250: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshsales', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshsales' }, 11252: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Messaging', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Messaging' }, 11253: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Contact%20Center', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Contact%20Center' }, 10012: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshping', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshping' }, 11249: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshmarketer', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshmarketer' }, 11248: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshteam', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshteam' }, 11254: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Customer%20Success', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Customer%20Success' } } if (window.inSidedData.page.name === 'Category' && window.inSidedData.content.category.id && urlMap[window.inSidedData.content.category.id]) { var ideaUrl = urlMap[window.inSidedData.content.category.id].ideaUrl var productUpdateUrl = urlMap[window.inSidedData.content.category.id].productUpdateUrl var parentNode = document.querySelector('.module.Sidebarmodule') var firstChild = parentNode.firstChild var ideaTemplate = `<div style='margin-top: 40px' class='box__content box__pad custom-link-sidebar-widget'> <h5>Product Ideas</h5> <p>Browse and vote on the latest ideas related to this product!</p> <a class='btn--cta' href=${ideaUrl}>HELP US BUILD</a> </div>` var productUpdateTemplate = `<div class='box__content box__pad custom-link-sidebar-widget'> <h5>Product Updates</h5> <p>Review the latest updates and release notes about this product!</p> <a class='btn--cta' href=${productUpdateUrl}>EXPLORE PRODUCT UPDATES</a> </div>` var newProductUpdateWidget = document.createElement("div") newProductUpdateWidget.className = 'box widget widget--html qa-widget-html' newProductUpdateWidget.innerHTML = productUpdateTemplate parentNode.insertBefore(newProductUpdateWidget, firstChild) firstChild = parentNode.firstChild var newIdeaWidget = document.createElement("div") newIdeaWidget.className = 'box widget widget--html qa-widget-html' newIdeaWidget.innerHTML = ideaTemplate parentNode.insertBefore(newIdeaWidget, firstChild) } </script> <style> #modal_login > h4 { padding-top: 10px; } .modal-login-header { font-family: "National-Book", Arial, "Helvetica Neue"; font-weight: 500; font-size: 16px; background-color: #F2F8FF; padding: 8px 16px 8px 16px; } .forgot-password-trigger { float: right; } .btn--linkedin, .qa-sso-google > div { text-transform: uppercase !important; font-family: var(--config--main-button-base-font-family); font-size: 14px !important; } .register-terms-checkbox { padding-top: 12px; } /* Normal view */ @media only screen and (min-width: 768px) { .qa-login-modal > .btn--linkedin, #modal_login > .btn--linkedin, .box__content > .btn--linkedin { float: left !important; } .btn--sso { width: 49% !important; margin-right: 5px !important; } .mfp-content { /*width: 640px !important; */ padding-top: 56px !important; padding-left: 56px !important; padding-right: 56px !important; padding-bottom: 40px !important; } /* qa-login-modal */ #modal_login > h2, #modal_register > h2 { margin-bottom: 24px !important; } .seperator--text { margin-top: 24px !important; } .first.choices--stacked > #login_remember{ display:none; } #modal_login > h4 { font-size: 14px; padding-top: 20px !important; } .js-ajax-form--login > .form__row > .first, .js-ajax-form--registration > .form__row > .first{ padding:0px !important; margin-bottom: 4px; } .js-ajax-form--login > .form__row > .second, .js-ajax-form--registration > .form__row > .second{ padding-bottom:5px !important; } .js-ajax-form--login > .box--blend { display: none !important; } .js-ajax-form--login > #login_submit{ margin-bottom: 24px; } } /* Mobile view */ @media only screen and (max-width: 520px) { .modal-login-header{ /* text-align: center; */ } .mfp-container.mfp-s-ready.mfp-inline-holder { padding: 0px !important; } .mfp-container > .mfp-content { margin-bottom: 100px; border-radius: unset !important; padding-left: 16px !important; padding-right: 16px !important; padding-top: 24px !important; padding-bottom: 24px !important; } .qa-register-modal > h2, .qa-login-modal > h2 { font-size: 21px; font-weight: 800; } } </style> <script> /* * Modal changes */ // Remove native SAML button and add inject at the bottom instead $('a.qa-sso-saml_v2').remove(); $('form.js-ajax-form--login').after('<a href="/ssoproxy/login?ssoType=saml"><button type="submit" class="btn--full-width" style="cursor: pointer; text-transform: uppercase; border:none; background-color: transparent; color: #3973e6ff;">Login for Freshworks Employees</button></a>'); // Remove remember me checkbox $('label[for="login_remember"]').remove(); // Phrase overrides $('.qa-login-modal > .seperator--text').html('<span>or use your username</span>'); $('.qa-register-modal > #modal_login > h4').html('Social Sign Up'); $('.qa-register-modal > #modal_login > .btn--linkedin').text('Sign up with Linkedin'); $('.qa-register-modal > #modal_login > div:nth-child(3) > a > div:nth-child(2)').text('Sign up with Google'); $('#register_submit').text('SIGN UP'); // Add new unique identifiers for CSS purposes $('a[data-modal="forgot"]').addClass('forgot-password-trigger'); $('#modal_login > form > div:nth-child(3) > div.first > label').addClass('forgot-password-label'); $('label[for="register_terms"]').addClass('register-terms-checkbox'); // Move the forgotten password link var forgot = $('a[data-modal="forgot"]'); $('.forgot-password-label').before(forgot); // Set custom placeholders $('#register_user_username').attr('placeholder', 'This is the name people will know you by in the community'); $('#register_user_email').attr('placeholder', 'Add in your work email address'); $('#register_user_password').attr('placeholder', 'Create password'); </script> <script> /* Promotional Widgets for pages*/ if (inSidedData.content.category.id == 11246 || inSidedData.content.category.id == 11239) { //checks category ids to show/not show // Make the widget visible $('#happy-hour-colin').removeClass().removeAttr('style'); //include style="display:none;" on HTML widget to initiate dyanmic content } else if (inSidedData.content.category.id == 11240 || inSidedData.content.category.id == 11197 || inSidedData.content.category.id == 11248 || inSidedData.content.category.id == 11247) { //EE page ID // Make the widget visible $('#freshdesk-customer-spotlight').removeClass().removeAttr('style'); } else if (inSidedData.content.category.id == 11241 || inSidedData.content.category.id == 11260 || inSidedData.content.category.id == 11250) { //CRM page ID // Make the widget visible $('#freshdesk-customer-spotlight').removeClass().removeAttr('style'); } </script>  <script> // Remove default footer //$('.Template-footer').remove(); </script> <style> .logo-insided { display:none !important; } </style> <style> .login-prompt-wrapper { background: rgba(38, 38, 39, 0.8); height: 100%; left: 0; position: fixed; text-align: center; top: 0; width: 100%; z-index: 9999; } .login-prompt-wrapper .login-prompt-content { background: #ebeff2; height: 69%; left: 50%; /*padding: 72px 32px;*/ position: absolute; top: 50%; transform: translate(-50%, -50%); width: 328px; overflow-y: auto; max-height: 669px; } @media (min-width: 768px) { .login-prompt-wrapper .login-prompt-content { padding: 50px 72px 40px 72px; width: 610px; } } @media (max-width: 768px) { .login-prompt-image-footer { /*display: none;*/ } } .login-prompt-wrapper .login-prompt-image { height: auto; margin-top: 15%; width: 80%; } .login-prompt-wrapper .login-prompt-image-footer { /*height: 55.4px; margin-bottom: 40px; margin-left: -72px !important; margin-bottom: -86px !important;*/ width: 100%; position: absolute; left: 0; bottom: 0; } .login-prompt-image-footer{ padding-top: 1%; } .login-prompt-wrapper .login-prompt-title { color: #262627; font-size: 24px; font-weight: normal; line-height: 32px; margin-bottom: 40px; } .login-prompt-wrapper .cta-access-account { margin-bottom: 32px; width: 90%; padding: 20px; font-size: 22px; text-transform: none; border-radius: 8px; } .login-prompt-wrapper .login-prompt-close-button { background: transparent; border: none; cursor: pointer; position: absolute; right: 14px; top: 14px; } .login-prompt-wrapper .login-prompt-signup { font-size: 21px; font-weight: normal; line-height: 24px; letter-spacing: -1px; } .login-prompt-signup .btn_login { font-size: 21px; } #login-prompt-content:focus-visible { outline: transparent; } .login-prompt-image, .login-prompt-title, .login-prompt-signup, .freshworks-signup { position: relative; z-index: 1; } #btn-close-login { z-index: 1; } </style> <script> const sessionStorage = window.sessionStorage; const CLOSED_ONCE_KEY = "community-closed-login"; let firstFocusableElement, lastFocusableElement; const closeSVG = ` <svg width="14" height="14" viewBox="0 0 14 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1 1L13 13" stroke="#898989" stroke-width="2"/> <path d="M13 1L1 13" stroke="#898989" stroke-width="2"/> </svg> `; function setCookie(cname, cvalue, exdays) { const d = new Date(); d.setTime(d.getTime() + exdays * 24 * 60 * 60 * 1000); let expires = "expires=" + d.toUTCString(); document.cookie = cname + "=" + cvalue + ";" + expires + ";path=/"; } function getCookie(cname) { let name = cname + "="; let decodedCookie = decodeURIComponent(document.cookie); let ca = decodedCookie.split(";"); for (let i = 0; i < ca.length; i++) { let c = ca[i]; while (c.charAt(0) == " ") { c = c.substring(1); } if (c.indexOf(name) == 0) { return c.substring(name.length, c.length); } } return ""; } function createPromptLogin() { const loginPrompt = document.createElement("div"); loginPrompt.className = "login-prompt-wrapper"; loginPrompt.setAttribute("role", "dialog"); const loginPromptContent = document.createElement("div"); loginPromptContent.className = "login-prompt-content"; loginPromptContent.setAttribute("id", "login-prompt-content"); loginPromptContent.setAttribute("tabindex", "0"); const image = document.createElement("img"); image.src = "https://uploads-us-west-2.insided.com/freshworks-en/attachment/7572f011-06cb-4d87-bb2c-ffa83c8462b4.png"; image.className = "login-prompt-image"; const image2 = document.createElement("img"); image2.src = "https://uploads-us-west-2.insided.com/freshworks-en/attachment/98560360-593b-4b45-ad54-f2c5dc1ff970.png"; image2.className = "login-prompt-image-footer"; const title = document.createElement("p"); title.className = "login-prompt-title"; title.innerHTML = '<br><br><p style="font-size: 29px; letter-spacing:-1px; width:95%; margin-left:15px; margin: auto;">Penny for your thoughts? <br>The Community would love to hear from you.</p>'; const cta = document.createElement("a"); cta.className = "btn btn--cta cta-access-account freshworks-signup"; cta.href = "#"; cta.innerHTML = "SIGN UP FOR FREE"; cta.setAttribute("tabindex", "0"); const closeBtn = document.createElement("button"); closeBtn.className = "login-prompt-close-button"; closeBtn.innerHTML = closeSVG; closeBtn.setAttribute("id", "btn-close-login"); closeBtn.setAttribute("tabindex", "0"); closeBtn.addEventListener("click", function () { window.removeEventListener("keydown", checkTab); sessionStorage.setItem(CLOSED_ONCE_KEY, true); loginPrompt.parentNode.removeChild(loginPrompt); }); const signUp = document.createElement("div"); signUp.className = "login-prompt-signup"; signUp.innerHTML = `Already have an account? <a href="/member/login" class="btn_login js-open-modal freshworks-login" data-modal="login"><u>Log in.</u></a>`; loginPromptContent.appendChild(image); loginPromptContent.appendChild(title); loginPromptContent.appendChild(cta); loginPromptContent.appendChild(signUp); loginPromptContent.appendChild(closeBtn); loginPromptContent.appendChild(image2); loginPrompt.appendChild(loginPromptContent); return loginPrompt; } function createAndShowPromptLogin() { // Modal will only be shown if the cookie is not set, user gets 3 day period of not seeing if already shown var days = 3; if (getCookie("modal-open") != 1) { const containerElement = document.querySelector("main.body-wrapper"); const promptLogin = createPromptLogin(); containerElement.appendChild(promptLogin); document.getElementById("login-prompt-content").focus(); setCookie("modal-open", "1", days); } } function initTabControl() { firstFocusableElement = document.getElementById("login-prompt-content"); lastFocusableElement = document.getElementById("btn-close-login"); window.addEventListener("keydown", checkTab); } function checkTab(e) { let isTabPressed = e.key === "Tab" || e.keyCode === 9; 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My strengths lie in crafting comprehensive account strategies to align with market innovations, harnessing the power of chatbots as valuable assets, and implementing creative solutions to meet organizational and operational objectives through techniques like technical audits and agent shadowing sessions.", products: "Freshdesk, Freshchat, Freshcaller, Customer Service Suite", interests: "I enjoy culinary experimentation, music, dancing, and exploring travel and culture with friends and family.", profile_link: "https://community.freshworks.com/members/aswin-ayapparaj-30804" }, { name: "Niranjan Arul", username: "@Niran", title: "<b> Let's Chat </b> - <em> Apps and Marketplace Integrations, Portal/Knowledge Base, Ticket & Workflow Management", img: "https://uploads-us-west-2.insided.com/freshworks-en/attachment/a8eec6d8-2ca8-433d-a8f8-a43ba1b4114e.png", bio: "I'm Niranjan and I've been providing solutioning and delivering customer delight to diverse businesses across APMEA and Europe for more than 2 years.", products: "Freshdesk, Freshchat, Freshcaller, Customer Service Suite", interests: "I'm an avid gamer who enjoys the world of PC and console games. I also love watching movies and I have a sweet spot for baking.", profile_link: "https://community.freshworks.com/members/niran-47022" }, { name: "Preethi Sri", username: "@Preethi Cx expert", title: "<b> Let's Chat </b> - <em> Apps and Marketplace Integrations, Portal/Knowledge Base, Ticket & Workflow Management", img: "https://uploads-us-west-2.insided.com/freshworks-en/attachment/fdd3fdd9-6090-44d3-a5a6-9a99b84f4e69.png", bio: "I'm Niranjan and I've been providing solutioning and delivering customer delight to diverse businesses across APMEA and Europe for more than 2 years.", products: "Freshdesk, Freshchat, Freshcaller, Customer Service Suite", interests: "I'm an avid gamer who enjoys the world of PC and console games. I also love watching movies and I have a sweet spot for baking.", profile_link: "https://community.freshworks.com/members/preethi-cx-expert-47051" }, { name: "Priya Ravichandran", username: "@PriyaRavichandran", title: "<b> Let's Chat </b> - <em> Automations and Ticket & Workflow Management </em>", img: "https://uploads-us-west-2.insided.com/freshworks-en/attachment/a4a5f865-72e9-4dcb-8cdb-bcf5e7ca5237_thumb.jpg", bio: "I'm Priya, and I lead the Inside Sales team in Freshworks. I'm enthusiastic about solving the challenges at hand. 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