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- 1,689 Topics
- 4,764 Replies
Sort by Requester of Request for some else
I’m building out some automation for a self service password reset for users. We’re using the Azure Orch to perform actions on our tenant and I’ve come across a potential issue. If someone is requesting a reset on behalf of someone, assuming that they cannot login to their machine, I would need to branch the automation to either use the requester email placeholder or, in the case of request for someone else, use the request for email placeholder and pass that along to the azure app We use the chatbot as the primary portal page and while I can edit the CSS to hide the ‘request for option’ in the classic portal, it does not hide it in the chatbot portal. If I could completely hide it, I could just add a custom field asking for the user needing a reset and always pass that result along to the Azure app but so far I haven’t found a way to hide it for the chatbot Is there a way to filter this variable, either with an expression or some other way that I’m not seeing?
JIRA integration comment issues
HiLogging this here to see if anybody has had this problem before and if they found a fix or workaround. We did log a ticket to Freshworks directly but seem to have come to a dead end but also no real idea why this happens. So this relates to the JIRA add on that links from FS to jira. We use JIRA for development and so some tickets get linked into JIRA and await updates. The problem we have is that when updates come through they are pulling my name as the person who is updating from JIRA when it is not me and the email addresses and accounts do not match so for some reason it is showing my FS account as the updater which can get confusing. Also the linked account on API to the JIRA area is a generic account we created but it does not pull from that one. We did try a little work around which was to change my main account in FS to a generic IT admin account and this worked briefly but when i then created a brand new account in FS with my name Martin DG it found that one again and took
Outbound call using other softphone with Fresh Service Contact?
Hello WorldI’m trying to get FS to work in Chrome with my non-Fresh Caller softphone (Bria).I have added the phone number into FS as below and I have set all the Default app protocols to use Bria.Does anyone know how to make FS permit the outbound dial with another softphone? Calling @rashmi.nag or @zachary.king or @manns or anyone - any help is very much appreciated! :-)Thanks!Bryn @ CYDEF
How to better direct users to Freshservice Annoucements
What are people’s techniques to better direct/indicate announcements to users/requesters to try and reduce tickets being created. (without ticking the ‘send via email’ option :))We add known issues as announcements, but the default banner on the portal homepage is not obvious enough, and only shows the latest announcement (and users aren’t going to click ‘Show all’.) We have changed the banner to RED to try and stand out, but we have a LOT of mobile only users, and the announcements in the mobile app are a hidden function that no user in their right-mind are going to go there each time to check if a known issue. Interested to see what other people do Thanks
CSAT in Analytics
Hi everyone! I am trying to create a report regarding CSAT and would like to display some of the Short Text Reponse using a Tabular Data. I would like to know if there is a way I can remove the blank items “---” here? I can’t seem to find the Associated Survey Short Text Response option upon creating a filter. Thank you in advance!
Support Portal > Service Catalog customization help
No results returned when querying Freshservice API
I have just started using Freshservice and am working with the API. I currently have a trial environment. I can query tickets in general and all 3 of the demo tickets appear. But whenever I try to query on a field I get no results. The query seems to be formatted according to the documentation, and if I intentionally format the query incorrectly I get an error. With this (below) I get no results even though there are several medium tickets. I have tried all options for this and Status. https://mydomain.freshservice.com/api/v2/tickets/filter?query="priority:2"
Send e-mail notification to specific requester\e-mail address
Hi, I have this case that the System Manager from the client side, would like to get e-mail notification on every ticket open\closed automatically . I tried to do it from several options in the Admin section but still can make it happen.Any suggestions?Thanks
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 :)
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 😉
Don't include previous notes in Mail conversation
Hey,we use the ticket system in the following way:User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins. The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes?
FreshService and Jamf School
Hello,We must deploy freshservice for our 3000 students soon.Our establishments are digital and our students work only on ipad.These are administered and managed by jamf school version.How can we deploy the application with the URL of our preconfigured instance?We have the possibility to attach an XML file in Jamf but what to put in it?Thanks for your help
Multitenant MSP with custom policies - SSO and normal login
Dear community,I have a customer who enabled the MSP Multitenant. They have now 2 Freshservice instances linked to each other. In order to stablish the SSO to instance level, it has to be done with Custom Policies and using the dedicated AAD for each one. After this is setup, the users which were using normal login (because they don’t exist in AAD) they were able to login. After the custom policies setup, they are not able to login anymore with normal login. Create them as guest user in AAD is not an option in this case.The error they get says: “Selected user account does not exist in tenant 'AAA' and cannot access the application 'https://servicedesk.myfreshworks.com/sp/SAML/519580351654507625/metadata' in that tenant. The account needs to be added as an external user in the tenant first. Please use a different account.”Is there another way that we can configure the systems to enable again normal login, without deactivating SSO for some users?
How can you see if a requester has a 'blocked' status via the API?
Since “PUT” method becomes no longer available for existing requesters that are marked as ‘blocked’ in Freshervice, preventing any updates to the requester record, how can you determine via the API, if a requester is currently marked as ‘blocked’ for management scripts to know it cannot modify the requester information?
knowledge article format
What are the available CSS classes that get inserted into the code for a freshservice knowledge article? E.G.all of the images I use have ‘class="fr-fic fr-dii"’ in the <img source=...> elements,a table cell that is highlighted has ‘class="fr-highlighted" ‘ in the <td> element.
Pre-populated ticket fields
Hello, I’m looking for a way to populate fields/drop down/check boxes using a URL So I can have card on the end user portal with like this url myitsm.freshservice.com/support/home?category=HR?employeetype=Consulting?active=True“employeetyp” is a drop down field “active” is a checkbox Has anyone manage to get something to work ? TIADaniel
Assign to requester based on email address in description of ticket
HiWe have recently ‘pointed’ our Microsoft 365 security alert emails to Freshservice so that any critical alerts raised by 365 get logged in Freshservice and via workflow automation get assigned to the appropriate team etc. The emails come from firstname.lastname@example.org so we have setup a generic Microsoft requester with that email address. This works fine.What would be ideal however is if we can actually assign the ticket to the actual requester in Freshservice that’s involved in the alert. In the Description of the ticket is the following example: An informational alert has been triggered⚠ User requested to release a quarantined messageSeverity: ● InformationalTime: 12/12/2022 10:00:00 AM (UTC)Activity: QuarantineRequestReleaseMessageUser: email@example.com This user corresponds to the requester in Freshservice. Is there any clever way I can assign the ticket to the requester that corresponds with the above in the description?Thanks
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