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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.

  • 1,585 Topics
  • 4,417 Replies

1585 Topics

rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

[Poll Time] Which Marketplace App for Freshservice would you like to learn more about?

Hello!As we look into planning for the next year, we’d love to hear your thoughts. Take a few second to answer the poll below.Feel free to comment below if you have requests for apps that aren’t mentioned here.Bonus: Also share how your holiday plans are looking like! 🎄🎁🥂

2044
JTAVOLARO
Skilled Expert
16 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Freshservice Solution Booth | Watch RecordingRecording

🚩SESSION DETAILS: 📹 WATCH RECORDING:Welcome, welcome!Presenting to you, the Freshservice Solution Booth - An expert-led walkthrough to improve employee satisfaction through Freshservice!We have our very own Kenneth Hayward @ken.hayward, Solution Architect at Freshworks, walking you through some actionable best practices to improving Employee Satisfaction by through automation, SLA tracking, and timely notifications.💡 About the session:Understand the nuance behind one of the most important ticket fields and TWO of the most important automation in your Freshervice instance. Set the right expectations with your agents and end users to achieve better SLA attainment, user experience, and customer satisfaction.⭐About our speaker:Ken has been helping customers implement Freshservice for nearly five years and has over ten years of experience in the SaaS and Enterprise Applications spaces. Outside work, he enjoys cooking, music, and playing with his dog, Maisie. 🐾🚩SESSION DETAILS:Date: Thu

31411
Carlene123
Community Debut
1 month ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Holiday Masterclass on Service Management beyond IT | RSVP Now!Upcoming

Hi everyone!!🚩SESSION DETAILS: 🔴CATCH US LIVE:The most-awaited event of November is here! 😄THE IT HOLIDAY MASTERCLASS ON SERVICE MANAGEMENT BEYOND IT!Gar up to hear from our experts on a very interesting and pertinent topic, get industry insights and solutions and get answers to your questions from them.This will be a 60 minute conversation between our industry expert, Stephen Mann @manns and Product Specialist, Deepthi Nagarajan, @Deepthi where they’ll be speaking about all things ESM and how one can get started in this journey. They’ll also touch up how Freshservice can help you get started with implementing ESM in your business/ organization.🚩SESSION DETAILS:Date: Tuesday, November, 22Time: 4 PM CET | 7 AM PST | 8:30 PM ISTTopic: Service Management beyond ITVenue: Live on LinkedIn (@Freshworks) and Freshworks Community (right here!)👉🏼RSVP here👈🏼🔴CATCH US LIVE:Post your questions for our experts in the comments section below 👇🏽

16511
manns
Skilled Expert
2 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Fall ‘22 Launch: Join the discussion - Service Management outside IT and maximum uptime with ITOM

With Freshservice for Business Teams, you can extend the principles of services management and automation to HR, Finance, Facilities, and more. Watch this snippet from our Fall Launch ‘22 to know more about this.💬 What department are you most excited to extend these service management capabilities to❓ 

320
rashmi.nag
2 months ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Freshservice - Leaderboard report

Hello Team, Happy New Year!Just want to ask if we can extract the data for the whole year for this leaderboard. currently, the max is 3 months, is there a way to expand it? 

2
eeha0120
Skilled Expert
10 hours ago
M
Skilled Expert
mike.culbertsonSkilled Expert
asked in Freshservice

Administrative requester account activation

I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system.  Part of this question is just about getting rid of that spurious link.

3
friam35
Apprentice
13 hours ago
friam35
Apprentice
friam35Apprentice
asked in Freshservice

Activate requester accounts automatically

We have the Slackbot approval workflow, but the flow gets stuck at “Loading” if the approver has not activated their FreshService account. Is there a way to automatically activate FreshService user/requester accounts from the admin side without having to tell all my users to sign in once manually? This is a horrible user experience.

0
friam35
Apprentice
13 hours ago
D
Apprentice
DanthebuggApprentice
asked in Freshservice

Workflow help - ticket assigned to agent adds them as watcher

Good Afternoon All & Happy Friday,Just looking for Workflow assistance that may have a quick answer.I want to create a workflow that when a ticket (incident or service request) gets assigned to an agent, that agent automatically gets added as a watcher to that ticket.The reason we need this, is if after an agent troubleshoots an issue, if they need to escalate the ticket we want that first assigned agent to be updated on any notes/replies or status changes as a watcher would. This would be great so our 1st line team can be kept updated on a tickets “journey” - equally the 2nd line agent added as watched and so on and so on.Much appreciated if anyone who solves this could include a screenshot of the working workflow - any questions ill respond asap. Many Thanks,Danthebugg

0
D
Apprentice
15 hours ago
K
Contributor
kenyon.gilesContributor
asked in Freshservice

Employee Onboarding Request - Form Details Not Given

Testing the Onboarding process and wondering if anyone has come across this issue where the created ticket states the form details were not given.  See below:Suggestions anyone?

2
K
Contributor
17 hours ago
rpai
Apprentice
rpaiApprentice
asked in Freshservice

Exporting Asset Details using Auto Discovery

Hi, Currently we are on Pro Plan with 100 Assets consumed for Auto Discovery. IssuesWe are unable to export the data which is captured through Auto Discovery.  We need all complete asset details in .csv or xls format -- which gets captured through the Auto Discovery Agent

1
R
Community Debut
19 hours ago
Green-leafs
Apprentice
Green-leafsApprentice
asked in Freshservice

User can change Requester field when creating new ticket

Hello, We are near releasing Freshservice, and I recently discovered a security flaw. Users can change the requester's field to email. This is risky because a user can impersonate another during ticket submission. I discovered this script below, but it does not work all the time. There are multiple times the browser must be refreshed before the requester field becomes read-only.  Can your developer team please make it an option to make this field read-only? ​<script type="text/javascript">jQuery(document).ready(function(){jQuery("#helpdesk_ticket_email").prop( "disabled", true );});</script>

2
I
Community Debut
21 hours ago
T
Contributor
tkerebelContributor
asked in Freshservice

Does FreshRelease still exist ?

Hello,Does FreshRelease still exist ? Is it possible to sign-up ?

1
D
Community Debut
1 day ago
J
Apprentice
JuddApprentice
asked in Freshservice

Metric filter for all tickets a agent processes

I am having trouble figuring out how to create a widget “Ideally donut” that show the percent of tickets an agent has worked on. Some of our tickets get passed around between agents depending on their specialties but when I try to generate a metric showing the agent it only counts the tickets that they are currently working on or were assigned when closed.

1
D
Community Debut
1 day ago
G
Apprentice
gdavid16Apprentice
asked in Freshservice

custom page

i saw a previous post (3yrs ago), but any option to build a custom page in freshservice?it would be great to create more customized forms, also to display data that isnt available in freshservice.  

2
D
Community Debut
1 day ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Freshservice

bug report: multiple Approvals to same person do not display

I may have encountered a bug: I have several procedures which require approval.There are occasions when two different systems will have the same approver, so I need two distinct approvals from this person.  But when I put in the second approval, it either overwrites the first or just doesn’t post. Has anyone else had this issue?

1
D
Community Debut
1 day 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

10
R
Community Debut
1 day ago
R
Skilled Expert
RichardRSkilled Expert
asked in Freshservice

Expression Builder: Extract mail from ticket description_text

Hi I need some help with the following issue.I try to extract an user e-mail address from a ticket description so I can use that data to update the ticket requestor in FS. In my workflow I have an API call defined to retrieve the ticket information, then use the JSON parses to define the outputs and using below output in my expression builder. "description_text": "Tue Aug 02 10:10:39 2022: Request 224889 was acted upon.\r\n\r\n Transaction: Status changed from 'open' to 'resolved' by aaaaa\r\n Actor Email: aaaaa@bbb.net\r\n       Queue: cccc\r\n     Subject: [#INC-100853] Test 5 - July 21\r\n       Owner: Nobody\r\n  Requestors: helpdesk@xxx.freshservice.com\r\n      Status: resolved\r\n    Priority: 0\r\n Ticket <URL: https://tickets.bbb.net/Ticket/D9 >\r\n\r\n\r\nThis transaction appears to have no content\r\n", I try to extract the mail address that comes after Requestors: and before Status: running below expressionsubstring('{{ticket.description_text | sanitize_html}}',indexO

5
T
Community Debut
1 day ago
P
Apprentice
pgilbertson_20114Apprentice
posted in Freshservice

Printing Asset Tag Labels

We have been trying to get labels printed for our assets using the label maker addon from the marketplace. Has anyone had success with this? If so, what label printer are you using? Attempts to print a sheet of labels results in scaling issues, the same goes for using a dymo labelwriter. Would love to hear of any success stories and how it has been configured to work. 

11
medicd
Community Debut
1 day ago
katerynabb
Apprentice
katerynabbApprentice
asked in Freshservice

How can I export articles/solutions information from Freshservice?

Hi Team, I need to export data on the articles/solutions we created in freshservice. I need creation date, title and other possible information.  Could you please advice how to do this? If only API option is possible, could you please help me with an example request? Thank you

0
katerynabb
Apprentice
1 day ago
C
Contributor
cfrankContributor
posted in Freshservice

Due Date Calculations

Due date calculations are not calculating properly.I have selected 2 weeks as my "Resolve within", however, it is calculating 2 weeks as 14 days.Since we are talking about "Business Hours" (Monday - Friday), 2 weeks is not 14 days, 2 weeks is 10 business days.This skews my reporting, as well as escalations.

3
colleencamacho59
Community Debut
1 day ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
posted in Freshservice

Managing Custom objects

Hello everyone, How do you manage your custom objects? Adding, removing and changing records when you get large lists. As you can’t sort or filter records. 

5
G
Apprentice
1 day ago
T
Apprentice
tzinserApprentice
asked in Freshservice

Project Resources

It would be beneficial to be able to add a resource to a project that is not an agent/requestor.  For example, I have tasks that are being added to a project but are assigned to external entities.  Being able to add the project resource and assign the task to them helps me track who is responsible for that task.  We have cases where a consultant, state level employee, or external vendor are leveraged on a project. 

1
D
Community Debut
2 days ago
NaniPT
Apprentice
NaniPTApprentice
asked in Freshservice

BambooHR data into Freshservice

Hi, has anyone have integrated data from BambooHR into Freshservice? as in updating a requesters fields using as source of truth BambooHR?Thanks.

1
D
Community Debut
2 days ago
Tlek
Apprentice
TlekApprentice
asked in Freshservice

Trying to connect via API without success

Hello team.Are there any restrictions when using the API key in a free account?I am trying to connect via the API key and my account name, but the connection is not established.I’m using the API Key from the Profile Settings 

1
D
Community Debut
2 days ago
B
Apprentice
Bojan.TomasApprentice
asked in Freshservice

Service Item approval remider

HR started using our FreshService to help them with different new hire forms. We created HR privileged group and currently using one form called job requisition form. Purpose of this is form is when manager wants to hire new employee they would fill this form and attach job description and then need to get approvals from their manager and then goes to financial department and they need to approve it as well in order to move forward and create new job posting. Following are problems that I stumble upon: Notification that managers get looks like this ( pic 1)  they need to click top link to see details and then click 2nd link to see attachment. Is there a way to create approval email notification that contains everything under one link. So its more user friendly.  Second problem was when HR need to send reminder for approver to approve request FreshService is using our main helpdesk email not HR email address. Third and last is there a way to create two request for approval email templat

0
B
Apprentice
2 days ago

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