Unanswered questions

Hi AllI see this question has been asked but I am not seeing an Answer. There is a script to use to Create Subcategories in the Service Catalog. Can anybody that has this script please share it with me and advise where to put the script in the portal.Thank You

What’s the best way to implement a guided “Report an Issue” form? We support a particular application for a business unit.  There are a number of issues this team might need to raise via our service desk however there are 3 different Level 2 escalation paths that are determined by the type of issue they’re experiencing.  I’d like to expedite and automate their support requests as much as possible and reduce the workload for our Level 1 support team. My idea was to create a custom “Report an Issue with <Application>” form for them, where they could choose from a dropdown box of components they’re having an issue with.  Depending on the selection, I would run an automation to automatically escalate to another team by moving it between workspaces or assigning to an L2 group. However I see there is only 1 request an issue form.  I don’t want to make a custom field mandatory that ALL other users would then have to complete.  What’s the best way to solve this in FreshService? Thanks!

I want to use the Woocommerce integration with Freshdesk but the free app is updated 4 years ago and it’s full of bugs. There is another app as well but it’s paid. I want to get all the order details of customers within Freshdesk.Does anyone know of an free alternative? It would be great help.

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Hello,I am looking for a way to merge 2 separate Freshdesk organisations into 1 organisation.We've taken over a company who has also a Freshdesk subscription and now i want to migrate this subscription into out subscription. Is this a manual thing or it there a migrationtool available?Thanks for answering.

Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?

Hi everyone 👋I wanted to share a quick use case of how our educational project uses Freshdesk to streamline communication with students applying for scholarships.At Oasis Scholarship, we receive hundreds of questions from students about eligibility, required documents, and application status.Using Freshdesk, we created simple ticket categories for each type of query — like “Application Help,” “Documents,” and “Deadline Info.”This has helped us: Automate responses to common questions Track unresolved student tickets faster Maintain transparency and consistency across multiple support agents It’s been a huge time-saver for our small education-focused team.Has anyone else used Freshdesk or Freshchat for managing student or educational communications?Would love to hear your automation tips or workflow improvements!Thanks,

I was checking the total amount of closed tickets since we adopted Freshdesk and noticed that some contacts didn't have a company associated. I manually checked the contacts and was able to reduce this amount. However, I still have 158 tickets that no matter what still show the company as empty. Checking the underlying data showed me that some tickets are form customers (so they are actually contacts) while other are ticket opened by ourselves (i.e. agents). I tried to fill the company information for those agents and the issue persists. What I am missing? 

We just had the new Journeys module onboarded to our Helpdesk. I created a Sandbox duplicate of our production environment and began setting up the Journey. When I go to publish it I keep getting an error message saying that I need to assign a Workspace for the Journey. I select the HR Workspace and click Save…. and nothing happens. I click Save over and over and nothing happens. I think, well Onboarding and Offboarding were wonky in the Sandbox to the point I couldn’t use them, let’s try it in production. Same result. Anyone else getting this problem?   

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

As in the title: I need every time a journey request is opened, it is automatically assigned to a single specific group (so that they receive the assignment email).I don't see any specific triggers for journeys in the flows, and I can't find this option in the settings.How can I do this?Thank you.

Hi,I realize this question is better posted to the FreshservicePS Slack channel, but I haven’t received a response in that forum so I’m trying my luck here.I’m using the FreshservicePS PowerShell module and have a question regarding the data retrieved with Get-FreshServiceTicket. I have a ticket that was created from a Service Catalog form, and when I view the SR in the WebUI the form data is visible but it is not retrieved with Get-FreshServiceTicket.How do I retrieve this data using powershell or via the API directly?Thanks!

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Hi,The last 4 weeks we get this error 3-4 times a week, but why…Every time I log into Freshservice to solve the issue, but there is no issue in Freshservice. So self healing - But why have it increased? Do Freshservice have a heartbeat monitoring towards O365, and the threshold is to low? (just guising) Do other have the same issue with increased number af mails about this matter, or are we alone on this?/HenrikE-mail we receive from Freshservice Support:Dear Admin,Your Freshservice custom mailbox “xwz” (xwz@xwz.xwz) is unable to send outgoing emails due to an unknown error.Despite our efforts, we were unable to re-establish a connection with your mail provider's server. This email is to notify you of this.What are my next steps?Please try again later. If the issue persists, contact your mailbox provider for assistance.Can Freshservice help me with this?Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail pr

Hi all, As the subject pretty much describes it, is there a way for me to link to a specific section to another article as opposed to the one I’m currently editing?I know <anchor id> works for the current article one is working, will this work for link sections of other articles? What amendments should I make to the codes? Thank you.

Hello everyone,I am looking for a way to connect Red Robin menu with my online store. I want to know if there are any apps, plugins, or integrations available that work with Red Robin for managing orders, menus, or delivery.Some specific questions I have:Is there an API or app to integrate Red Robin directly? How can I manage Red Robin orders automatically from my store? Any third-party services or apps that support Red Robin integration?Any guidance, suggestions, or personal experiences would be greatly appreciated. Thank you!

Has anyone experienced this before where you make a change to users account and they all start getting notifications about for example an email change which we dont want them to get. I called fresh support and they seem not to have a solution for this issue. I have attached a screenshot incase anyone has experienced something similar maybe i can get some tips on how to stop it. 

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I am revamping our Onboarding with the new module, but there is no option for the stakeholders to deny an onboarding request. It doesn’t happen often, but occasionally our stakeholders will deny a request due to incorrect information or other reasons. That option is not available on the page they are sent to in the new module, only ‘Approve and Submit’. Is there a way to give them the option to deny the request and not create all of the child tickets once submitted as a denial?

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. 

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I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted.  For testing, we are wanting to trigger creating a ticket for Critical notifications from Tenable. I’ve been scouring the web and Youtube to see if any further explanation of how to configure these aside from setting the Task window to once a week to run the recipe.Any insights or helpful places to look would be appreciated.  

We've been using freshdesk to handle user queries for our gaming platform stumble guys modded version game where users often need quick support related to gameplay issues, update or access problems.I wanted to ask:What are the most effective ways to reduce First Response Time (FRT) in Freshdesk?More specifically: Any automation workflows you recommend? Does integrating Freshchat significantly help? Can we create response time SLAs by issue type (e.g., tech support vs. account help)? Would love to hear what’s worked best for other fast-moving businesses, especially in digital or entertainment industries.Thanks in advance!

Hi, i have an onboarding journey. After someone has canceled one of these, I want to open a ticket for the it support, so that we can delete the user in our Active Directory. Does anyone here have any ideas on how I could implement this?