End User Portal - Logging Incidents
The problem that i am trying to solve is that when users log incident tickets with my team via the end user portal we would like to ask them some predefined questions based on which product/service they select. Example, in the form if they select API as the category then can we use dynamic fields to ask them specific questions? Example: “What is the request you are making”. We essentially want to get as much information from them at the beginning so we can investigate and we are likely to resolve it quicker for them. Can anyone point me in the right direction on how to implement this effectively.
Trouble triggering workflow automator on requested item change and description change
I’m trying to set up a few workflow automations that trigger when a Service Request description is changed and when a Requested item is changed.There doesn’t seem to be an event for when an existing Requested item is changed:No option for “Requested Item is updated”Note, this seems to work for New requested items.Same issue for Service Request description. The Service Request is updated event also doesn’t pick up on changes in a Service Request description:This doesn’t trigger when a Service Request’s description is updatedChanging this description doesn’t trigger the “Service Request is updated” eventIs there any way to trigger a workflow automation for these two cases or are they unsupported? Thank you
Can I mod the menu bar to add buttons for [Add New Contact] or [Add New Company]?
When I need to manually add a new contact or a new company, I hate having to drive 100 miles.Admin > scroll to bottom of page > Contact > Add New Contact Admin > scroll to bottom of page > Company > Add New Company M A D N E S S !!!!!!!Is there any way to add buttons here? or here?Thanks!
Change module: Trigger an email for non compliant changes
Hello Folks I have created a change workflow that checks the current date and then looks at the start date of a change and change status, and determines whether it is in or out of compliance. The only problem is that the only way i can get this to actually trigger is that I have to manually toggle one of the Change Properties for the action to work.Has anyone figured out a smarter way to do this?
CSAT - Freshservice
Hi Team, Just want to ask or maybe you can give me idea on how did you setup your CSAT? can you give me idea, we are planning to change our current CSAT next year since we just used the default 3 point system and when in analytics, im getting additional rows for the short text response, don’t know how to remove the blank ‘---’ row.
Change tickets - Trigger an approval after change ticket is opened?
I am reviewing our change ticket approval process and the way that it transitions from one stage to the next stage. Right now, it’s a very manual process and most of the time, the tickets don’t even transition from one stage to the next while the work is being done -- we’re fairly new at implementing the use for Changes in FreshService for our change management process.Are there any ways to use the Workflow Automator to automatically trigger an approval after the ticket is opened? Or maybe there’s another way to achieve this?For reference, this is what our Change Lifecycle looks like:
mandatory fields are also mandatory via API?
HelloWe have modified our default ticket form with some additional mandatory fields.We then have added business rules so that these fields are hidden in certain situations.This works as expected and tickets can be created without those fiels.Now when I want to create or modify a ticket via API those mandatory fields are always required! Even if they are empty in the ticket!How can I create or update a ticket without having to provide random values into those mandatory custom fields?
Re-open resolved / closed ticket Thank you detector where Thank you is in a genuine re-open email
Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction.We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etcIf the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket.Anyone know of a way to do this? Other option is to only employ impolite people that won’t say thanks 😉
Search or filter software applications using the API
Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated calls to the API until all software has been returned, then filter the results client side.However, this is inefficient, especially when there are 1000s of software records in the Asset database (due to discovery agents/probes).In the front end, the software list can be filtered by using the “search software” field. This calls an api endpoint - https://domain.freshservice.com/api/_/applications?discovered_view=false&filter=search&order_type=asc&page=1&per_page=50&search_term=Google+ChromeThis can be called in the browser (after logging in to the frontend). But returns 403 (Forbidden) when using the APIK Key authenticationAny ideas?
Updating New Created User Manager field
Dear Community,I am having trouble in updating the newly user manager directly using your APP Node in Freshservice.I am currently fetching the Manager from the Users Field as per below – Source is FS All UsersSee Below the form which user can click and use drop downProblem here is very frustrating – I have already added the thread below for Manager Field in the APP Action Update User Node. (Below)However if I test this with the user name only, it is successfulMy Problem is now, How can I let your APP only search for the user name ?Currently in the Manager Field on Form its selecting the whole thread of display name,.I JUST WANT IF HR SELECT PARTICULAR USER, THEN SYSTEM ONLY FETCHES THAT USER USERNAME IN ADHope all clear ? attached are the picture for your referenceLooking forward to some suggestions from the communityRegardsAyoun
Add Text Paragraph to all Service Catalogue Items at once?
Hello, I have a customer with a quite extensive Service Catalogue.But, there are a lot of items that don't have a text paragraph.Does anyone know if there is still an option to add a text paragraph to all the items at once?Looking forward to hear from you!GreetZ!Chris.
FreshService Service Catalog Ideas
I’m in the process of revamping the service catalog, but looking for ideas of what others might have out there…. How granular do you get when creating service items?Ours is pretty high level, so sometimes requesters use the wrong ticket for the wrong things. I know that we will never be able to 100% fix this problem, but the goal would be to make it easy for users to look at the service catalog and know exactly which ticket type they needed and, on top of that, provide all the information we (IT) need on the backend so as to limit the back and forth. Would anyone be willing to share screenshots of what they have in their service catalog or any thoughts/advice?Thanks in advance!
Freshservice Change Management - On Hold
Looking for advice on the best way to create a workflow… when we have a change submitted, if it gets approved but temporarily on hold - do you just leave it as pending? I’d like to give it a “future release” type status or “on hold” to easily filter those. Any input would be appreciated here. :)
Re-open problem when new incident is attached?
We use problems to track larger issues, however, sometimes a problem is closed and the issue re-occurs. We would prefer that the agents just be able to associate the new incident to the problem and have the problem automatically change to the “open” status. I don’t see any automations that would help with this, but was wondering if any of you have solved this problem in your environments. Thanks,Greg
scenarios and custom fields
I have an existing ticket, say a change user ticket. When the ticket was created through a service request, a custom field for the User Name was filled out Once the ticket comes to me, I determine what scenario needs to be run, and I run it.The scenario generates tasksI want the tasks to include the User Name information from the SR custom field How would you guys do it? My thinking is to search the ticket description for the Username string and grab that into a variable, but the json is beyond my skill. Any ideas?
Random white space in tickets?
Hi everyone,I have noticed an interesting behaviour with our tickets and I was wondering if anybody is experiencing the same.Since the release of the new ticket view last month, I have found tickets with loads of white space in the description. Like, the line spaces get tripled and quadrupled. Our primary source for tickets is email but I think this only happens when a ticket gets edited, as the newly raised tickets look normal.Is this happening to anybody else or is this an “us”-issue?Happy Monday :)Alisa
Onboarding with checklists and "external" stakeholders.
Hello everyone, I’m curious how you work with the onboarding module. How do send tasks to stakeholder that doesn't working in Freshservice as an agent? Like facilityHow do you work with checklists? Have any how to use them to control the progress? TIADaniel
How to make Employee Onboarding fields conditional mandatory in Freshservice
Is there way to make an onboarding field conditional mandatory. For example, if field 1 has a particular value, then only field 2 is mandatory. This is possible for ticket form fields and service items by using Business Rules but Business Rules are not available for Onboarding form fields.
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