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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.

  • 1,201 Topics
  • 3,188 Replies

1201 Topics

rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

What would you like to learn from our Freshservice experts?

Hello!We’re looking to host yet another virtual ‘Ask the Expert’ Session - Freshservice Edition and wanted to check with our users what they’re looking to learn and would like help with.Check out our previous sessions here:Your thoughts here would help us plan the event better. Take the poll and let us know. If you have other things in mind, share them in the comments section. 

972
rashmi.nag
6 days ago
rromine
Apprentice
rromineApprentice
asked in Freshservice

Templates in Solutions for Freshservice

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 

3
Senik76
Community Debut
1 day ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Search a specific software

Hi,Is it possible to search per software?If for example I want to search BlueBeam software and list all computers having this software, I need to choose one computer that having it, click on this software and than get a list.Why I am not able to search a specific software from the software inventory page?Just curious. Maybe I am wrong or forgot something.Thank you so much

1
J
Contributor
2 days ago
chad.walstrom
Apprentice
chad.walstromApprentice
asked in Freshservice

Can I stop the feedback banner maddness?

I edit a number of tickets as part of production support. Each time, it produces a pop-up notification in the top right corner of the screen that never auto-dismisses. I’m forced to click the [X] button for each one. How do I stop this madness?  

6
M
Skilled Expert
2 days ago
D
Apprentice
d.lambrechtApprentice
asked in Freshservice

Report Time spent per agent

Hi, We used to have a report to look at time spent per ticket /day.I cant find it anymore under reports?Can Anyone help? Thanks

1
M
Community Debut
2 days ago
A
Contributor
AlisaBContributor
asked in Freshservice

How do you handle agent holidays/absences?

Hi everyone,I am wondering if you could share with me how you handle agent absences in your instance of Freshservice?We are currently using the Out of Office app from the Marketplace but are not super happy with it so I am trying to find out how other people have solved this to stop my colleagues from accusing me of unassigning their tickets 😅Thank you 😊

3
zachary.king
Skilled Expert
2 days ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Workflow action based on api results (GET+PUT)

Hi,I setup a huge employee onboarding workflow base on employee office city.I want to be able to change the department of a ticket base on the “department” field in the form.HR will use the form and indicate the employee Department using a dropdown base on the department  section of freshservice.I want to use the API to GET the ticket detail including department id:https://example.freshservice.com/api/v2/tickets/8361It works perfectly.After that, I copy the JSON, put it inside JSON analyser app, but when I try generate the output, I see this: My guess is because the field is a text one, but FreshService use a number: 19000261110Is it possible to convert this value receive from text to a number without using condition, becacuse I will need to clone too many things which will take me a lot of hours of time to clone everything 6 times for our 6 departements for each branch in the workflow which mean more than 200 things to clone at the end because there is no copy+paste option in workflow

3
M
Skilled Expert
2 days ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

ITSM and ITOM?

Has your organization started to use the Freshservice IT Operations Management (ITOM) capabilities to enhance its ITSM? Or is it using alternative solutions? Either way, do you have any great stats or success stories to share with others? Thanks :)

3
annapoorna.venketaraman
2 days ago
MaikelV
Contributor
MaikelVContributor
asked in Freshservice

automatic reopening tickets on specific date

Good morning,I am new here and hope you can help me.We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?Hope to hear from you, thanks in advance.Greetings Maikel

5
A
Contributor
2 days ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Freshservice

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece.  We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding.  How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better?-Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list.  The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

7
A
Contributor
2 days ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Freshservice

Data on Requester Search Queries from Support Portal

I am looking for a way to see what Requesters search for in our Freshservice support portal. Does anyone have a way of seeing this information? Even if we could get something like the the top 10 searched items/terms in the support portal would be awesome. This would let us identify what to focus on to meet requester demand.We use Google Analytics but I don’t see any data related to what is entered into the search field. Any help would be greatly appreciated.Thank you 😊

3
zachary.king
Skilled Expert
3 days ago
G
Skilled Expert
ggallawaySkilled Expert
asked in Freshservice

Duplicate Problems?

We use problems pretty extensively for both outages and long running issues that we get tickets about and want better coordination of resolution. However, sometimes staff doesn’t find an existing problem which causes us to have two problems that are the same. Ideally we would have the ability to merge two problems and transfer all the associated tickets from one to the other, similar to merging tickets. How do you handle duplicate problems? 

1
zachary.king
Skilled Expert
3 days ago
F
Apprentice
FreshWorkingApprentice
posted in Freshservice

Workday Integration

Hey, everyone!I wanted to see what integrations with Workday people had, and how they’re leveraging them within Freshservice. Internally we’ve been told by the team that manages Workday it’s not possible but I’m unsure if that’s due to a lack of integrations or lack of knowledge around the product from the team. Thanks in advance!

0
F
Apprentice
3 days ago
alephtaph
Contributor
alephtaphContributor
asked in Freshservice

Freshservice Workflow: Powewrshell - Exchange OnPrem execution

Hi everyoneHere comes a big one :-) I try to automate some Exchange tasks via the Powershell Orchestrator application. I have tried several ways all of them work, when I execute them directly on the server or from the server where the Orchestration application is installed. They just never work running it with in the Workflow. To take one thing out of the way, the user has admin rights on all server and Exchange execution rights.I post the script and then below the error.Situation 1Configuration: Exchange serverAdd-PSSnapin Microsoft.Exchange.Management.PowerShell.SnapInsleep 5Set-MailboxAutoReplyConfiguration -Identity firstname.lastname@domain.com -AutoReplyState Enabled -InternalMessage "test" -ExternalMessage "test"Result:Active Directory operation failed on . The supplied credential for 'domain\service-account' is invalid. At line:3 char:1 + Set-MailboxAutoReplyConfiguration -Identity firstname.lastname@domain.com -Au ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

2
alephtaph
Contributor
3 days ago
H
Apprentice
HVHApprentice
asked in Freshservice

Layout Pages for Changes in FreshService not available

Will it be possible in the future to change portalpages within Fresh for other pages than:General pages Portal home New user signup Search Search layout Search results Solutions Solutions home Article list Article view Solutions category home Tickets New ticket Ticket list Ticket details Announcements Home View Approvals Pending Approvals Or is it possible to edit this list and am i missing something?

1
zachary.king
Skilled Expert
3 days ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

An interesting employee experience stat for IT support teams

“64% of employees claim that the way they interact with technology directly impacts morale.”It’s another reason why employee experience has to be the “new frontier” for IT support.What’s your organization doing to ensure that employee experience is optimized? Note - It’s from a Freshworks’ competitor report but that shouldn’t stop people looking at the insights: https://rs.ivanti.com/reports/ivi-2700-2022-dex-report.pdf (and this direct link seems to bypass the need to register for it)

1
zachary.king
Skilled Expert
3 days ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Setup 2 orchestration server. One goes down, switch to the other one

Hi,I know its possible to setup multiple orchestration server, but I want to know if its possible to switch to another if one goes down?We have 2 AD server with redundancy and both of them havve orchestration server installed.If server A goes down, use server B automatically.In our workflow I need to enter 1 specific orchestration server for every AD actions, powershell , etc.If server A goes down, all the workflow stop to be executed.Any way to fix this?Thank you

1
zachary.king
Skilled Expert
4 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Workflow Of the Week - Session 6 - Liquid Filters to extract information from from a ticket's subject and inject them into fields

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. In this week’s session, check out how to use liquid filters to extract information from a ticket’s subject and inject them into fields. Useful Resources:Liquid Filters and Placeholders - Use the examples in this solution article and tailor them to your own use cases.To view other posts in the series, search for #WorkflowoftheWeek

3853
BrynCYDEF
Skilled Expert
4 days ago
B
Top Contributor
BobbyBMoreTop Contributor
asked in Freshservice

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for.  I want to create a small ordering portal for medical supplies within FreshService.  So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need.  Do I add each item as a service item and then import it into something?  This is where I get confused.  Or can I create one service item with all items inside? Any help is appreciated.

14
BrynCYDEF
Skilled Expert
4 days ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

SMEs are more likely using enterprise service management than mid-market organizations

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%

0
manns
Skilled Expert
4 days ago
tegus23
Apprentice
tegus23Apprentice
asked in Freshservice

Unable to Add inventory once Purchase Order set to received

I am having an issue that once the status for Purchase order is set to received and all items are accounts for, the Add to inventory button remains greyed out. I have tried created associate ticket and adding as part of the asset received and adding as associate. ut Adding assets to inventory as part of Purchase order  remains greyed out. I am an admin with full access

0
tegus23
Apprentice
5 days ago
jpuebs1000
Apprentice
jpuebs1000Apprentice
asked in Freshservice

Advanced Project Analytics

Hi! Has anyone been able to successfully implement advanced project analytics for ongoing projects? Specifically, looking to add things like CPI, SPI, etc., for the purpose of tracking how efficient a project is cost/time-wise. The only way I’ve been able to acquire this sort of data is tracking separately with a Google sheet which is less than ideal. Open to thoughts and suggestions! Thanks! 

0
jpuebs1000
Apprentice
5 days ago
KrisC
Apprentice
KrisCApprentice
asked in Freshservice

Google Orch - Sending emails when account is created

Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this? 

0
KrisC
Apprentice
5 days ago
ITSpace
Apprentice
ITSpaceApprentice
asked in Freshservice

Route Tickets Between 2 Freshservice Instances

Hello,Can someone help me understand how to build routing between two Freshservice instances (accounts).  We want to be able to create a way that moves a ticket to our non IT Support Instance if we move the ticket to a particular group.Thanks! 

5
zachary.king
Skilled Expert
5 days ago
Penelope
Apprentice
PenelopeApprentice
asked in Freshservice

Looking for suggestion

Hello everyone,I am new to this community. I was looking for suggestions to develop an android game like Assassin’s Creed Pirates. Is it possible to develop a game like this?

0
Penelope
Apprentice
6 days ago

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