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Welcome to the Freshservice Community! We’re on a mission to make your ITSM desk faster, smarter, and better. We want to build a community of users to suggest improvements, test new features, report bugs, and help other members.

  • 1,100 Topics
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1100 Topics

rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Upcoming event | Rise to the challenge: How do your service desk metrics compare? | June 29Event

Hi hi! 👋🏼This month has been buzzing with events and we’ve got one more coming up! - An interactive session with Stephen Mann and Subhashree. 🚀“Where do you stand in your journey to modernizing service delivery?” is an important question that IT leaders and practitioners are expected to answer at all times.The need to measure the performance of an IT organization using a set of quantifiable and measurable metrics becomes an essential step to achieving aspirational goals. As the fundamentals of IT Service Management is continuous improvement, organizations should continuously evaluate as they take a baseline of existing standards to bridge the gap between current processes and aspirational goals.Join us for an interactive session with Stephen Mann @manns and Subhashree Veeraraghavan as they uncover key insights from the Freshservice Service Management Benchmark Report 2022 and discuss the key performance indicators (KPIs) of IT Service Management that will help IT leaders to decide a

1197
manns
Skilled Expert
3 days ago
BryceK
Apprentice
BryceKApprentice
asked in Freshservice

FS Ticket List Filters

How does the community feel about the ticket filters? I have a need to filter tickets to a specific region/group and this is easy but then I want to exclude certain groups/people from the list. I have not found an easy way to do this. My current workaround is going to the tickets I want to monitor and tagging them so I can search with that tag. The issue is if a new ticket comes in that I have not tagged, I will not see it. Other attempts:I cannot use a requestor group to filter tickets, only AGENT groupsI can only search up to 3 requestors at a time, the group I need is 5-6 members Just curious how many others would use/advocate for an exclusion filter on tickets or including requestor groups in the “Groups” ticket filter?

1
PatrickMurphy
Contributor
19 hours ago
K
Apprentice
kenrisdonApprentice
asked in Freshservice

Approval emails

Hi, we’re trying to automate our onboarding process using the Onboarding module.  We need to send approval requests to team members other than the Dept Head and Reporting Manager.  I’m trying to create a workflow automation that will send out the approval emails but have run into this problemHas anyone found a work around to this problem?  I’ve tried creating custom objects and reading them in the workflow automation but I’m not able to get the objects into the “To” field when setting up the approval email.  Any guidance is greatly appreciated.

6
K
Apprentice
1 day ago
K
Apprentice
kdevosApprentice
asked in Freshservice

Questions about Automation in Active Directory On Premise Integration

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

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M
Top Contributor
1 day ago
S
Top Contributor
Stefan.RollTop Contributor
asked in Freshservice

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

8
Vishal Nema
1 day ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Anyone successfully using the KCS methodology with insights and tips to share?

Research shows that far too many organizations still struggle with knowledge management.Knowledge-Centered Service (KCS, and formerly known as Knowledge-Centered Support) helps. But in my experience this is geographically popular with some regions more likely to use it than others. So who is using it and where? And what would you advise others on re its use? Thanks :)

0
manns
Skilled Expert
1 day ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

Field Service Management

Hello, Anyone knows if the Field Service Management will come to Freshservice?I see a big use for this if you have a group for onsite support.  //Daniel 

1
manns
Skilled Expert
1 day ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
posted in Freshservice

Ideas and projects with Low Code / Uiflow

Hello everyone,  I think we should have a thread about Low Code/uiflow. Ideas what to use it for? Already plans / projects ?  

0
daniel.soderlund
Skilled Expert
1 day ago
G
Apprentice
gmhApprentice
asked in Freshservice

FreshService Teams ServiceBot not allowing simple forms

When we first installed the ServiceBot in Teams, it would allow users to enter data into forms from within Teams. Now it is forcing everything out to the Portal. I am well aware that this is expected for certain form types, but it happening for everything. Is anyone aware of a setting which might be causing it to default to always go to Portal? Many thanks 

0
G
Apprentice
1 day ago
G
Apprentice
GeauxTigersApprentice
asked in Freshservice

Remove Service Catalog for non-employees

I do not want non-employees to see the service catalog on the portal when they log in.Is there a way to make that link visible only to employees when they log in?I would prefer it if the only thing non-employees could do is create tickets, respond to tickets and view kb articles that we have made public.Thank you so much for your time!

2
G
Apprentice
2 days ago
S
Apprentice
SprintTransport_DaveApprentice
asked in Freshservice

Portal: Rename Service Request

My users are totally confused about the difference between “Report an Issue” and “Request a Service” on our portal.We want our users to ONLY use Request a Service for IT Requisition items and NOT to report an problem with a piece of hardware they already have.How can I customize/rename the Request a Service section card? I’ve reviewed the customization and all I can find is the HTML below. How do I adjust the card data behind this?What I specifically want to achieve is to rename “Service Request” with “IT Requisition” and change the text from “Raise a request for a new device, software or service” to “Create a requisition for IT devices, software or services.”   <section id="cards-banner" class="banner-{{cards.length}}">  {{#each cards}}    <a href="{{url}}" class="card" {{#if external_image}} target="_blank" {{/if}}>    {{image src=img alt="" role="presentation" class="elem-inline-mid" }}      <div class="elem-inline-mid">        <h3>{{title}}        {{#if exte

0
S
Apprentice
2 days ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions.  ( I wish there was a API option in the body when you send a note  “approveby”: “everyone” )   

22
zachary.king
Skilled Expert
2 days ago
B
Apprentice
baglibiswajit91Apprentice
posted in Freshservice

Freshservice integration with Tableau

Hi, Can any one tell me how to integrate freshservice with tableau. Step by step process. I am not able to do that. Thanks.

3
Bobby
Community Debut
2 days ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

small indication of increase or decrease in percentage in analytics

good day. is there the possibility analog freshdesk the change to the previous day / previous month with a small percentage with red and green to display? i have found no possibility in freshservice so far. thank you for the help.  

1
D
Community Debut
2 days ago
M
Top Contributor
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?

14
coltella_nigel
Community Debut
2 days ago
A
Apprentice
apalguptaApprentice
asked in Freshservice

Configuration Key for Helpdesk URL

Does anyone know the Configuration key for Helpdesk URL for Freshservice mobile app?We are deploying the app on end user mobile devices and need to auto-fill the Helpdesk URL.Thanks  

0
A
Apprentice
2 days ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Freshservice

Auto approve child SR if parent approved

We are currently setting up some bundle Service Requests and have workflows created for a few of the individual items.  When these items are approved individually the workflow kicks off to take action.When using the bundle feature and combining the catalog items into one ticket, it is causing some confusion and issues with the workflow.  We would like to use the feature to separate the items into individual child tickets, however there is then an approval process of each of the child tickets as well.Is there something I’m overlooking, or easy workflow that could be created to link the child ticket approval processes to the parent ticket.  This way one approval would address all the child tickets as well.Thank you,

4
zachary.king
Skilled Expert
2 days ago
S
Contributor
SchwiftyyyContributor
asked in Freshservice

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.

3
AndrewBCC
Community Debut
3 days ago
M
Apprentice
maxlehot1234Apprentice
asked in Freshservice

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

1
keefe.andrews
Skilled Expert
3 days ago
keefe.andrews
Skilled Expert
keefe.andrewsSkilled Expert
asked in Freshservice

Workflow permissions

We are providing access to FreshService features to departments outside of IT now and from a security standpoint, is there a way to limit app access within the Workflow Automator? One example of a potential risk is that an agent outside of IT or HR would be able to access our Azure and AD app integrations which include powerful permissions such as creating users, adding users to groups, etc…Has anyone experienced this and been able to come up with a solution?

6
keefe.andrews
Skilled Expert
3 days ago
M
Top Contributor
mythumbsclickTop Contributor
asked in Freshservice

Reporting on Company and Department Tickets

Hi AllRelatively new customer of Freshservice and still haven't gone live with users yet until we get everything setup how we want it.We sync requesters to Freshservice using the AD probe and AD attributes are populated with fields such as company and department. My company has multiple subsidiaries so i want the ability to report on companies and ditto for departments.My (possibly slightly stupid) question is this. Can Freshservice report on this natively? Can I run reports that pull in the requesters department or company from their Freshservice profile? For example: Total number of tickets logged for Company Contoso in March? OR Total number of tickets logged for department Marketing in March?My initial assumption was no, this isn't possible. So I created drop down fields for the Company and Department in field manager and then intended on Agents manually setting this dependant on who the requester is. But this feels like duplication to me as the requester already has these details

4
M
Top Contributor
3 days ago
A
Apprentice
AndyDibiasiApprentice
asked in Freshservice

But? How to show/hide Content Fields via Business Rules?

Hey there,I’m trying to show/hide content fields via Business rules, but there seems to be a bug and they don’t react on the field type “Content”. The use case is to show different instructions for the Description field, depending if the requesters reports an IT issue, or an issue with a company car or…Is the bug known? Is there any workaround?The secondary approach of nesting right inside form is not applicable, as the main-topic selector is not next to the Description field, we have detailed other form fields inbetween, so it would be bad UX to place the advice there. Cheers,Andy

0
A
Apprentice
3 days ago
R
Apprentice
RichardRApprentice
asked in Freshservice

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

0
R
Apprentice
3 days ago
J
Contributor
jpereboomContributor
asked in Freshservice

Is there a way to stop Vendors from Auto populating in the Vendor List based on Software?

It appears that Vendors are created in the vendor list, based on software that is pulled in from a PC via the agent.  Is there a way to prevent this from happening?  Is there any efficient way to get these all removed from the vendor list? 

2
J
Community Debut
3 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Coming soon: Freshservice Ninja Meet-up | Share your expectations with us!Event

Hello Freshservice Ninjas!How fabulous it has been to see so many of you share your Freshservice expertise with the rest of the community, engaging and encouraging your peers and unlocking the exclusive Ninja badge.If you thought it ends there, well, it does not. 😄😍 We’ve got something exclusive JUST FOR YOU! 😍Inviting you to our very first Freshservice Ninja Meet-up, an opportunity for all of us (Ninjas and the Freshservice team) to come together, know each other and learn from one another.This is an invite-only event for our Freshservice Ninjas (those who participated in the Freshservice Ninja Challenge).Share with us what you’d like to see, and discuss with our Freshservice team and other Ninjas, so that we can ensure we plan the agenda to suit your needs and time. Tagging all our amazing Ninjas here:@keefe.andrews @zachary.king @Stratto @ggallaway @patricksawyer @ekrasner @adityatawade UPDATE:We’re hosting our first-ever Ninja Meet-up on Friday, June 3, 2022 | 9:00 AM PST/ 12:00

25829
manns
Skilled Expert
4 days ago

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