Unanswered questions

I’m racking my brain on this one but trying to create a simple service catalog item and workflow to allow users to update their Business Number in Azure AD.  The Azure Orch - Update User only has Mobile Number not Business Number field.Am I missing something here?Does anyone else manage Azure AD with FreshService have a solution for updating the Business Phone number?

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I spent a lot of time setting up the automations, fields, etc and we have been using Freshdesk for well over a year now. Is there any way for me to export everything I have created so I can import it into this new instance? Or do I have to manually recreate everything all over again?

We have created and published several solutions articles in our environment. We followed the instructions to export the XML for the Solutions folder, and when we get it, it’s empty. How can we export our solutions articles into a format that we can save and read outside of FreshService?

The following error occurs every time I try to raise a work item in Fresh Desk for DevOps. My IT team have tried everything but cannot seems to resolve this errorCan someone please help me, I work for Global Marine travel which is part of the V. Group and we are longstanding customers with Fresh DeskMy email is andy.panagi@flygmt.com 

Hi all - We’re in the process of rolling out multiple Freshdesk portals for different customer groups (like Client Support v Internal Support v Partner Support, etc), and we’re running into limitations with portal access control being applied to broadly at the account level.  What we’re trying to accomplish: Create separate portals for different customer groups/segments Restrict portal access by domain (e.g., only @companyA.com can access portal A, only @companyB.com can access Portal B). Avoid making those domain restrictions apply globally across the entire Freshdesk accountThe issue is that Freshdesk’s access control seems to apply at the account level, not per-portal, which makes it hard to lock down one portal to a specific customer group while still keeping other portals accessible to different domains. Has any successfully:Scoped portal access by domain on a per-portal basis? Used SSO, custom login flows or any creative workarounds to segment portal access? Built multiple custom

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

Currently our software list is a mess. Different versions of the same software are visible as different software. For example; This is also the case for bigger applications;How do I keep my software list organized?

I am attempting to set up a Webhook Freshdesk automation to PUT ticket data into my CRM. I need the company_ID in the data but cannot get anything to come through with the other fields.I have tried all of the following:{{ticket.contact.company_id}} {{ticket.contact.companyid}} {{ticket.company.id}}} {ticket.company_id}} {{company_id}} {{ticket.contact.department_id}}None of these returns any value at all. What is the correct tag for pushing the ID of the company?

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc.  The next step has User B fill out a form that will then be emailed to them. Is there a way to prefill some of the form with information provided by User A. I know you can prefill but is there a way to reference previous steps like {{UserAStep1.first_name}} ?

Hello, We’re looking to integrate the Nexthink DEX tool with the Freshservice support portal using Nexthink API’s. If you have any resources or guides to refer please do let me know.

Need to know the steps involved in the Freshservice self service portal integration with Nexthink. Please share the tutorials or resources if you have any. 

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

When we create a sandbox, all the custom object records are “not” copied to sandbox from production, only the custom object configuration is copied. As per the Fresh documentation the expected behavior is that the custom objects data is not kept in sync, but they are copied during the Sandbox creation process.  is this a bug ?or is documentation not up to date ?or if we have to select/configure different options when we create the sandbox ?  

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.I tried to edit the type from the administration console, but it won't let me activate the request option. I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.  

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.I tried to edit the type from the administration console, but it won't let me activate the request option. I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.  

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.I don’t want to use

Is there  a way to remove the popular items feature in the service catalog?  our users are creating generic service requests because thats one of few options on the popular items list over using a form for their specific request

Hello, in a service item I want to add a tab that, when toilet paper is selected, displays a dropdown menu. In this case, in the inventory (assets) I have all the brands of toilet paper listed, and I want the dropdown menu to appear for the user. How could I do this?

I am using workflow Automator alert module for some automation. part of it supposed to use a GET request to get a list of requesters. I can narrow down the result to always return 1 requester, but the JSON body will always send requesters in an array. I need to use the requester ID in the next node in a POST web request but using placeholders in the body of the request causes the body to be sent empty regardless of the rest. when i enclose it with “” it works correctly but sends the requester ID as a string, and i need it as a integer. I’ve tried using liquid filters like this:{{P1.root.requesters.requesters_object.id[0]}}{{P1.root.requesters.requesters_object[0].id}}{{P1.root.requesters.requesters_object.id | first}}{{P1.root.requesters.requesters_object.id | sort: “,” | first}}when I use the same placeholder to add a note to the alert, it works, but it fails in the body of a web request.  I also tried editing the JSON Parser to output ID as a number and not an array of numbers but di

I have built and sent a survey which had multiple choice multiple answer questions in the survey. now i want to see the result as for instance what percentage has chosen a certain choice. however in the analytics space, I've selected survey name, question type and even the question itself and wanted to group it based on choice but it s showing me nothing. I can use the table to see the results in a table but would like to be able to visualize this data.  

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event This works, but it’s very manual and time-consuming.My questions: Has anything changed recently that makes this easier or more automated? Is it possible to create a to-do or scheduled item directly from a ticket with a specific date/time? Is there any native Freshdesk integration that syncs ticket scheduling with Outlook or a calendar? If not natively supported, are there any recommended apps, integrations, or best-practice workflows (e.g., Power Automate, Freshdesk Automations, API-based solutions) to streamline this? Any insight, examples, or real-world setups would be appreciated.Thanks!

Hi everyone,Currently, the majority of our contacts are associated with a company.We use a custom text field on the Company object called “VAT Number”, which is unique and works well to identify companies.Here’s what I’m seeing so far: I can successfully search for a company using the custom field VAT Number However, when I search for the same VAT Number in the Contact search, no results are returned Question:Is there a way to configure the contact search bar (on ticket creation) so that entering a company’s VAT Number will return all contacts associated with that company?Target functionality:When someone calls in: The agent asks for the VAT Number and the caller’s name The agent searches using the VAT Number If results are found, the agent selects the correct contact from the list If no results are found, the agent proceeds with creating a new contact under that company Additional context:Not all contacts have a dedicated email address or mobile number, which makes searching b

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

Currently our company is using the Contract section under the Assets Module that we are working on cleaning up and conglomerating. Right now we have our contracts listed as Year-Software (ex. 2025 - Google) but this has lead to having multiple entries for each software for each year and they are piling up…I have a few questions but to start, we were thinking of changing the naming scheme of the contract file itself and just upload the document to the Contract in Fresh Service (getting rid of the year in the name).Is there a limit on the amount of attachments that can be added to the contract? We plan on also attaching quotes to the Contract as well for tracking.  Is there a difference between Renew and Extend in the contract screen? How does renew know for how long (or does it prompt you for dates)? I assume using separate Contract entries for each year/contract period is mainly for keeping records of each year but is there any benefit besides that?I apologize for the long post but I h