Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.
Splitting Freshserivce tickets with different teams eg IT support , site team, HR team, Office team
Hi All,Was wondering if anyone’s split their Freshservice ticket system into different groups such as IT, HR, Site/Estates team? We want our end users to be able to send a ticket to us and it assign that ticket to the designated group such as an IT Request will go to IT group and HR Request will automatically assign it to HR. Only issue we may find is when end users send tickets via email - not sure how that will determine which group it will go to. Hope that makes sense but any tips would be helpful as we don’t want to purchase a complete new license and new freshworks under each department group. Regards,Umer
Options For Ease Of Logging Telephone Tickets
I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed. Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily?
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.
Can we developer a serverless timer clock when ticket raised ?
Hello Dev,Can we create a serverless app for freshservice, where ticket get raised. App will start a clock from start from second. (e.g. 20 Sec) Which will be stored in custom form field for ticket property. Which value can we use at workflow level to trigger some workflow after custom time when ticket is raise. Can any one help me to get developed ?Thanks
ITSM and Digital Transformation?
Last month I shared some stats about the link between ITSM and digital transformation success: It didn’t get any traction but I thought it worth “banging on” about the link between ITSM and DX again. IMO it’s a missed opportunity for IT organizations to further show their business value. What do you think? And what are you doing? Please let me an others know via a response.
How's your IT self-service?
Too many organizations still struggle with IT self-service. IMO it’s something that we need to be more vocal about, rather that sitting waiting for the capability to finally take off in employee adoption terms. Especially when the factors that prevent mass adoption are likely to adversely affect employees when they do use self-service.What do you think hurts your self-service capabilities most? And what have you done to raise self-service adoption levels and the benefits?
Unassiged tickets - Getting them to Auto-Assign
On my dashboard I have a ticket widget that shows any open/pending tickets in groups that are set for auto-assign, but for some reason tickets end up in the group unassigned. I’ve found that if assign the tickets to another group, update, then back to the original group, and update, they will auto-assign. Is there an easier way to sort-of “trigger” the auto-assignment? Again, I’m not sure way they end up being unassigned…Thanks!
Active Directory Orchestration Bug - Account Creation
I found some bugs in Freshservice’s “Microsoft Active Directory – Orch” app. 1. I found the account creation PowerShell Script isn’t sanitizing the -AccountPassword flag’s ConvertTo-SecureString value, so you’ll get the following errors if the password contains some special characters.New-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString goo)Club19 -AsPlainText -Force) for example will generate error:Unexpected token ')' in expression or statement.OrNew-ADUser -Name "Test Account" -AccountPassword (ConvertTo-SecureString eUU9&k=wK -AsPlainText -Force) will generate:The ampersand (&) character is not allowed. The & operator is reserved for future use; wrap an ampersand in double quotation marks ("&") to pass it as part of a string.ConvertTo-SecureString’s value needs to be in quotations to successfully run, or the value should be a variable.https://docs.microsoft.com/en-us/powershell/module/microsoft.powershell.security/convertto-securestring?view=powe
Service Catalogue item approval by Cost Centres
Hi All,I’m part of a small team developing our new FreshService system and having issues creating a workflow that produces the following scenario and would be ecstatic if I could get some support on this:We want to setup our approval structure in a way that when a user requests a service item(e.g. a CAD 15” Laptop), they are presented with a prompt field that asks for that requester’s cost centre in order to send their department cost centre owner an approval email. The idea behind this, would be such that if a user in the Finance department for example requests the CAD 15” Laptop service item, this item cost will come from the Finance cost centre/budget rather than the IT budget. With the below configuration, I’m not getting approval emails sent through to the cost centre owners at all.Things tried so farCreated “Cost Centre Approval” Custom Object - Text field with records for each individual cost centre# and a lookup field referencing each approver email address for approval. Creat
Troubles with Employee Onboarding module in MSP mode
Dear Freshworks Community,Has anybody succeeded in implementing the Employee Onboarding module in a multi-tenant (MSP) configuration? We are a group with multiple companies across Europe, a configuration which is by no means unique. Our companies have various onboarding processes, and implemented in each country’s local language of course. Many thanksDavid
Freshteam - Employee Type
Hope to get some help with Employee Type- can I amend the list in any way? Currently it has: Contract, Full Time, Internship, Part Time, Temporary, Seasonal, Volunteer, Fixed term contract, Secondment. I need to have: Permanent (missing in current list- it’s different that contract- meaning contractor), Contract, Internship, Temporary, Seasonal, Volunteer, Fixed Term contract, Secondment. And need to separate full time and part time as a separate record. Unfortunately it looks that Employee type is a mandatory field and cannot be changed, but the way it currently is set up really doesn’t help Many thanks for advice!
Running Multiple Workflows on a Single Ticket
Hello, I have been expieriencing some issues running multiple workflows on a single ticket. Essentially when a ticket is created we have several tasks that needed to be added based on multiple fields being selected on the form. Right now a single workflow would require a lot of duplication. With multiple workflows I wanted to have a the trigger be the same (Service Request is raised) and have the main condition be the same as well (Service Request item is X). Does anyone know anyway to achieve this? Thank you!
Sorted By defaults to Relevance and should be by Date Created
I see a few people have stated this same thing in the past few years but I have not seen any relevant responses as to why we can not change this. I would be curious if anyone gets “relevant” information when it is sorted by relevance as my company has to manually change it every time to Date Created. Why can it not just default to this?? The previous questions were set to ARCHIVED and i don’t see where they got a good answer to as to why this is set this way?! Thank you
Customizing the service portal new ticket form
I’d like to customize the new ticket form in the Service Portal. I was able to find the New Ticket portal page in the Helpdesk Rebranding section. I was wondering if it were possible to add an additional required field where the user can enter information on their issue which can be added as a note to the ticket separate from the ticket description. If so, I’m open to suggestions on how I can do that. I believe this page is in HTML, but that knowledge is a little beyond my skill set.
Pasting screenshots when submitting service requests
Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Has anyone found a way to allow pasting of screenshots into new service requests?
Automatic workflow for shared folder access
Hi everyoneI’m trying to implement a workflow where a user can request the access to a folder through the service catalogue. I was thinking to accomplish it this way:User request and fills in the request form the exact name of the folder i.e., Marketing - this is working The workflow starts with the AD orchestration “get group” properties managedby - this is working I use the field from the request form a syntax and add our groupname prefix AD orchestration “Get User Details” adding the result from managedby to the name field - this is working Send email for approval - here I have the issue. How can I accomplish to send an email to the result of the user details. I can take the SAM account name, which is the email address in our case.Thank your for all your suggestions.
API issue with Priority | Postman | Freshservice
Hello,I am trying to make a ticket via Postman. As I define priority as value 4 which is Urgent in Postman. But as I create a ticket my ticket get priority as low which should happen, No workflow are working.Also I have tried in new Instance and Same Problem. I am attaching some Image for referenceCheck Priority
Handling subscription based software
I need to manage AutoCAD, that we have a subscription based license. However we currently have multiple versions in the software catalog that use the single license subscription. I cannot find a way to tie multiple software versions to a single license in Freshservice. Any guidance would be amazing.
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