Asset Tags/ Unique identifier for assets / Onboarding to Freshservice asset management
Hey all, My organisation is currently implementing Freshservice and are trying to import our assets. We’re in a bit of a bind at the moment because we want to use the Freshservice Agent (works great!), but we also need to import some asset data before we can add the agent to those computers. As it is now, it seems like the Asset Tag is the unique identifier for all assets - is this possible to change to serial number instead? I can’t find a setting anywhere that concerns this, and the last thing I want is doubles of all our assets (already happened once and it was a manual nightmare to remove 100+ assets).Thanks! Kind regards,Sarah
Emails from Freshservice going into Junk
We've had reports from staff and clients and 3rd party suppliers that emails from our Service Desk (eg ticket replies or ticket notifications) are going into their Junk email folders. Is anyone else experiencing this? It is causing major issues with clients thinking we have not responded.
Create FreshService ticket with PowerAutomate "Requester ID"
So I am working on automating some things as far as our user creations. So when I select the “Create a Ticket” action in Power Automate it makes me select a requester ID from a predone list, I assume an import from FreshService users. I can select “Custom” but it only allows an Integer field so I can’t select the requester from the form the data is coming from “Microsoft Forms”.Anyone have any ideas what exactly it needs in order for me to make the ticket come from the person that filled out the Microsoft Form or for it to at least work? No matter what I try, it fails due to it not being an integer.
Api - count of all created tickets
Hi - I already went through the articles that might be related to my problem but couldn't find any solution. I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view! Maybe I missed something in the Api documentation. help please :-)
Customizing navigation menu and cards in the support portal
We have been trying to make some small adjustments to our support portal and are struggling with the content in the side navigation menu and cards. None of my team, myself included, are versed in HTML so we’ve been doing all of this in a sort of reverse engineered manner.Before going further, I should note that we are on the Growth plan, which has a more limited scope of customization.So far, we’ve used scripts in the footer as outlined in this post to change the content of our cards while retaining their ability to display based on the level of access the requestor has. However, we have not been able to change the order in which the cards are listed. From what I can gather, I believe that this is controlled by the array that is referenced but I have not found where that lives. As for the navigation menu, I believe that we can apply the same/similar kind of script in the header to change these items, but I’m not sure what elements need to be changed/referenced for this to work.
Send Email functionality in Workflow Automator Action
When raising a service request, In the Automator Action bit we can send an email (Send Email to). I need to send an informational email to specific contacts (not agents) containing the details of the Service Request . I would like to include the details from the Service Request in to the email body that is being sent out via automator. I can add ticket information in the Condition bit of Automator, but how can I add it to an action?
Child Tickets vs Tasks
Hello FreshService Community!We have been in the process of rolling out ITIL framework and FreshService to our five internal IT teams (Network/Support/Development/PM/AV) and in the process, each team has started to delegate incident and service related items in different ways. Some are using child tickets exclusively, some are using tasks exclusively, and others are using a hybrid of child tickets and tasks. We have run through a few scenarios, and have worked with each of these individual areas and have found their point-of-view (visibility/organization/flexibility) of each to be valid. However, when it comes to reporting and communication between each of them, we run into inconsistent data and visibility, respectively. This causes executives to question the reporting data accuracy, and confusion on which methods of communications are used by individual teams.Communication between the teams is also heavily reliant on the additional communication methods (like Teams/Outlook). As we
Removing pattern from background
Hello,Brand new FreshService user here!I am trying to customize the requestor portal colors and managed to change the color scheme for the home page search feature background. I can’t figure out how to get rid of the images on there though. How would I go about doing that? I have no experience with CSS or coding. Thanks in advance!
Workflow Of the Week - Session 2 - JSON Parser Node - How To
Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips and tricks. In this session, we give you a brief walkthrough on how to use the new JSON Parser node within Workflow Automator to make the most of the Powershell app and other app actions that return a dynamic JSON response. Useful resources: Parsing Custom Attributes from AD Parsing the response of a Web Request invoked by Powershell JSON Path Syntax Missed the 1st session of the #WorkflowOfTheWeek? Click here
Change project status and delete project in Freshservice
Hi,I just can’t find how to change the status of a project in Freshservice. I can’t find how to delete them either. I could only find how to change the status of a task, but not the entire project. The project’s status doesn’t change to completed or something to that effect when all sub-tasks are closed. Surely there must be a way to do this?
Microsoft Azure SSO - Can a guest account access Fresh apps via SSO?
I’m having trouble getting Azure guest accounts get signed into my Fresh apps (Freshservice, Freshmarketer, Org Site). Normal Azure users are able to use the SSO login but guest accounts are getting SAML errors and “ <USER> cannot be logged in as this user is not part of this organization”. I came across another post that said the guest account needs to have Freshservice account as well. I confirmed my guest user has a Freshservice requestor account. Any ideas to resolve this would be appreciated. Thanks!
Community Spotlight: AMA with Freshservice Customers Nicola and Peter, ProfelAsk Me Anything
Hello people! 🙋🏽How’s everyone doing? 😊Our community here is built primarily of our customers and we enjoy having them take-over the community to share their stories, insights and journey with all of us.We have an exciting AMA session coming up just for you from our Freshservice customers. This time, the spotlight is going to be on Nicola Beysen @nbeysen (Infrastructure Coordinator) and Peter Proost @pproost (Software Coordinator) from Profel.Check out the below 2 posts to learn more about Nicola and PeterAbout Profel:Belgian family company Profel manufactures frames and doors in aluminium, wood and plastic for the non-commercial market. Each year, the company supplies around 170,000 frames and doors to approximately 30,000 families, earning it the position of the market leader in the Benelux countries.At Profel, every element of the IT landscape revolves around production. For the manufacturer of doors, windows and aluminium profiles, it is essential that the machines in the factor
redirect loop when tryng to login
Hi, i need help with the freshservice system, i have 2 days that i can´t login with the admin account, it says an error "too many redirects" i cleaned up my cache and the problem persist. I need help quickly please, i have 2 days without this service, i can´t see the incidents or any ticket.
User Information from Custom Service Item Field with Requester Data Source
Hello Fresh Community,I am looking for a way to use requester data in the workflow automator based on a requester selected from a custom field. Right now, I can only see a way to do this based on requester/requested for and not for any custom fields.Use Case: I need to send/not send an email based on a users department. It is important that the end user filling the form can select the name of the user as they populate the form as opposed to using the “Requested For” after “placing the request”. This custom field points to the requester table but I can not see a way to expose any of their user information despite referencing the user data.Any assistance will be appreciated. Cheers.
MSP - Trying to get a list of tickets closed/resolved at the end of each month
I am a small MSP and I need to be able to get a list of resolved and closed tickets at the end of each month for billing.The filters do not seem to allow me to just get a list of resolved/closed tickets for the month.On top of that there seems to be no way to get a number from the tickets list for billable hours.Any suggestions?
Freshservice APi V2 for new gen projects
Hi thereFreshworks announced this in the V2 API Documentation for FreshserviceFollowing Project APIs are for legacy project management and these are not compatible with the new-gen project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen will also be rolled out soon. Anyone knows what “soon” means? 😉I ask, because we really need this for our Projects.ThanksStefan
Fields can be updated using Update a Ticket API
Hi,I am exploring the possibility to update a new ticket’s due by using Update A Ticket API, document for the related API as below:https://api.freshservice.com/v1/#update_ticket_priority May I know if all fields of a ticket can be updated by using this API? Cause I tried priority field, and it is updated successfully, but it doesn’t work for due by. Regards,Roland Ng
api examples ?
i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused. i would just need some html examples. thanks
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