Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Ideas

#WinwithMarketplace : Freshservice

12 days ago

Community
Employee Experience

Employee Experience

1765 Topics

Recently active

Most replies Most views Newest first

alyssia.correaCommunity Manager

published in Freshservice

#WinwithMarketplace : Freshservice

As businesses grow in today's fast-paced world, they routinely face new challenges in their tech stack. A key aspect of overcoming these challenges is having the right product at your disposal to help you do more and be more!Freshworks customers can count on Freshworks Marketplace to solve their integration, customization, and automation needs. Freshworks Marketplace houses more than 1300 apps that solve customers' essential business needs by helping them extend their Freshworks experience. To help you succeed with Freshworks Marketplace, we have curated a list of apps that can deliver great value for your business. #WinwithMarketplace brings forward byte-sized videos about such apps. In Series 1, every fortnight, we cover key apps (and themes) that work best with Freshservice. We'd be glad to hear about your experience and feedback in the comments. Calendar IntegrationWith the Calendar integration apps with Freshservice, spend less time planning and more time doing. Integrate your G

1911

5 days ago

abigayle.paulsonContributor

asked in Freshservice

Create A default Ticket View For approvers

Hello,I would like ot create a ticket view for the approvers that is their default view. I want it to show all tickets they must approve still. Then I would like a second ticket view that shows approved tickets. Lastly, how do I add this to their views but no one else's? Thank you

6 days ago

MalteApprentice

asked in Freshservice

Service Request - Bundle within a bundle

Hello,is it possible to have the item selection from an existing bundle which is part of another bundle?If I add the bundle to the service request I only have the selection for the custom fields but not the items added in that bundle. For example, this is the bundle when choosing it directly from the service catalogue: And this is what it looks like, when it’s added to another service request within a bundle: This would be a very practical way to summarize service requests and make them clearer. Best regardsMalte

6 days ago

ianpApprentice

asked in Freshservice

How to create this widget with the percentage comparison

Hi allAt the recent “Transform Service Delivery with Freshservice Analytics” webinar a “DEMO: Service Desk Overview” report was shown.The report had a widget which should the total number of tickets resolved in the selected period and the percentage change from the previous period.I can create a widget showing the a total number of tickets resolved in the selected period. However, I don’t know how to produce the % change from the previous periodAny ideas?

6 days ago

LNewTop Contributor

posted in Freshservice

PowerShell Module for FreshService API

Having been working with the Freshservice workflow automations with the PowerShell Apps installed, I’ve created PowerShell modules to manage Fresh Service, currently covering tickets, requesters, agents, groups, service catalog items, custom objects, locations and departments.You can find the module here on GitHub: LesNewbigging/FreshAPIv2: A PowerShell module containing functions that invoke the Fresh v2 APIs (github.com)This is a work in progress, and I intend to add more functionality for other areas the API covers, but I prioritised on the assumption that tickets would be the main focus of any interaction.Feel free to take the code and adapt it for your own needs - I’ve tried to make them as generic as possible, wrapping the API functionality within them.Comments and suggestions are welcome.

6 days ago

Matt HTop Contributor

asked in Freshservice

Run automation workflow on specific date?

Is it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

6 days ago

kong-jhartmannSkilled Expert

asked in Freshservice

Jira Orchestration - Lookup User

Hey FS community,I am testing the Jira Orchestration and trying to find the right syntax for the Lookup User function. It requires a query string that I can’t seem to get the right format on. I am trying to lookup a user’s information, specifically the userID, during the workflow so I can pass it down to the Create Issue function. I dug through Jira’s API docs and found the equivalent call but the syntax doesn’t not appear to match up right. Anyone able to use that function successfully?

6 days ago

adbellApprentice

asked in Freshservice

Freshservice API V2 issue with Get Requester ID

Hi I am in the process of upgrading my integration (using Make.com) with V2 of the Freshservice API.V1 /api/requesters/[id] worked without issue. However, I’ve notived that /api/v2/requesters/[id] is not returning all users when requested. Specifically, it seems to be problem when users who are also Agents, raise a ticket. I believe the Requester ID and Agent ID will be the same. However, when I search on a Requester that is also an agent in V2, I get an error “You are not authorised”. It works fine with Requesters that are not agents.Cheersadbell

7 days ago

cardboardApprentice

asked in Freshservice

api_key template replacement fails

HiThe template replacement code does not work for our custom app.let options = { headers: { Authorization: "Basic <%= encode(iparam.api_key) %>", 'Content-Type': 'application/json' } };Response:• "Error while substituting the templates"• status: 400• errorSource: "APP" We would appreciate your insights on what we’re missing.The `options` are used when using `client.request.get`.

7 days ago

ammon.nelsonSkilled Expert

asked in Freshservice

service bot on multi-tenant account

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

7 days ago

Daniel SöderlundSkilled Expert

asked in Freshservice

Filter JSON

Hello, I need a way to get the ID by filtering the value on the subject ( ya I know it’s a bad field to use)Can’t see a way to do it with the JSON parser node. { "onboarding_tickets": [ { "id": 23989, "created_at": "2023-03-13T10:03:11Z", "updated_at": "2023-03-13T10:03:16Z", "subject": "Onboarding for - Starting: 2023-03-27 [#SR-23989]", "responder_email": "info@mail.com", "status": 2, "parent": true }, { "id": 23990, "created_at": "2023-03-13T10:03:12Z", "updated_at": "2023-03-13T10:03:15Z", "subject": "1. HR ONB for - Starting: 2023-03-27 [#SR-23990]", "responder_email": "", "status": 2, "parent": false, "predecessor_ticket_id": null, "successor_ticket_ids": [ 23991 ] }, { "id": 23991, "created_at": "2023-03-13T10:03:12Z",

7 days ago

HDd.JohnHApprentice

asked in Freshservice

FreshService Project Tasks

Is there a way of closing/resolving a task when it is linked to an incident or request. i.e. If a task is linked to an incident and that incident is set to resolved can the task also be set to resolved without having to remember to update the linked task or at least a warning/notification that there is a linked task.

9 days ago

wef42Apprentice

asked in Freshservice

Customise menu on portal to remove service

I added the following to the Custom stylesheet, and it successfully removed the employee onboarding from the side menu. I also want to remove the service catalog menu item. I dont know the code to do that.I would also like to remove the items from the new menu. #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{ display:none !important;}

10 days ago

timm.greenContributor

asked in Freshservice

Zoom Orchestration

The existing Zoom Orchestration integration is based JWT (which I have yet to get working). Zoom is deprecating JWT integration in June 2023. Is there any plan to update the integration to use a method that will be supported (and works)? The new method would be Server-to-Server OAuth.Create a Server-to-Server OAuth app (zoom.us)

10 days ago

Chris SherlockSkilled Expert

asked in Freshservice

Multiple data exports from analytics module

So I’ve just been told by support that you cannot have more than one data export per module. Also, you cannot export data from the analytics module that goes over a single page. Can this be for real? This is going to force me to export every ticket logged in our system and I’ll need to apply Excel filters to get the data I need. The mind boggles...

10 days ago

bhotaSkilled Expert

asked in Freshservice

Requester fields not available in Tickets Data Export

I have created a data export for Tickets module in analytics. But I do not see option to add requester fields. Earlier it was available. This is available in problems module though.

10 days ago

AndyDibiasiSkilled Expert

asked in Freshservice

Critical Bug: Workflows stall if ticket fields change while awaiting approval

Hi, we face a regression bug since December 2022 (reported via our consultant back then) and since it wasn’t fixed yet I wanted to see how others deal with it and if someone might have foudn a good workaround.The issue:If a Service Request requiring approval isn’t approved instantly by the manager, but a field in the ticket changes meanwhile (manually, or by another workflow), the workflow doesn’t continue any longer after the approval Hence: SRs never reach the status approved In our case we filter away unapproved SRs from our agents to not distract them and close them after several days of pending approval with a supervisor rule. That closed several approved SRsOur workaround for now:If tickets don’t reach the approved state in days, we put them in a “check manually approval” state for our agents Drawbacks: It’s more manual work for our agents, productivity drops. Plus approved Service Requests might hang around for a couple of days till the work on them proceeds, which weakens our a

11 days ago

joakesApprentice

asked in Freshservice

Looking for direction setting up Workflow\Request for access to AD on-Prem security groups

Our organization has FreshService and has already set up Orchestration Center.AD is on-prem.Trying to set up an automated Request that gives a user (or group of users) access to an AD Security group(s).It seems like there should be an out-of-the-box solution for this.

11 days ago

SpleenApprentice

asked in Freshservice

maloktSkilled Expert

asked in Freshservice

Using Knowledge Base\Solutions for Public Portal and IT Wiki

We are just beginning to implement Freshservice, and have a question about using Solutions for the Requestor portal, as well as for an internal wiki for agents. It doesn’t look like we can publish at the Article level, only at the Category level, so is there a recommended way to organize Solutions so that we can share certain articles, without having to duplicate the structure for agent vs requestor viewing? For instance, we started to organize by Categories: General Information, Procedures, Forms. Within Forms, there will be certain Articles for the requestor portal, but other Articles for internal agent use only.

11 days ago

swhitcherContributor

asked in Freshservice

What happened to the Connectwise Control Freshservice integration?

I see a connectwise control inegration for FreshDesk in the freshworks marketplace, but not for FreshService. I understand that it used to exist, but was removed for some reason. Anyone know what happened to it, and whether there’s a chance of it coming back? We’re just evaluating connectwise control now, and it would be great if we could launch a remote session straight from freshservice.

11 days ago

abigayle.paulsonContributor

asked in Freshservice

How to send notification to approver that ticket has been modified after rejection

Hello Team,I have an automation that assigns approvers in a hierarchical fashion for specific service requests. If the second approver rejects it emails the requestor and the requestor can edit the ticket as needed according to the rejection reason.Is it possible to email the approvers so that they can reapprove the ticket? How do I do this?

12 days ago

Daniel SöderlundSkilled Expert

asked in Freshservice

Onboarding - share information between tickets

Hello, I have a customer that uses the onboard module and works fine but they have issue where departments are depending on each others. I know you can setup predecessor ticket but some tickets are depending on 2 predecessor tickets. Example: First group creates a User sign in ID second group creates phone number. There a ticket that is successor to the first ticket(Create user sign in ID) to enable OTP but they need the phone number and User ID. The customer has custom ticket fields to share data between tickets but can only done to parent via API or successor via Action node. Don’t want to set the ID ticket successor to the Phone numer ticket. Any ideas on this ? //Daniel

12 days ago

Page 2 / 71

Badge winners

msotakhas earned the badge Wizard of Creative Thinking (5)
Nighthawk68has earned the badge Lightening (Mc)Learner
Rajahas earned the badge Lightening (Mc)Learner
Rajahas earned the badge Salud, Ideator
JTAVOLAROhas earned the badge Smooth talker (25)

Show all badges

Join the Community

Already have an account? Login.

Social Login

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

Company

(Private)

Only you and moderators can see this information

Referral URL

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.