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- 1,681 Topics
- 4,744 Replies
Ticket threading in tickets between FreshService and FreshDesk
Hi,In our company we have a FreshService account for internal support and several FreshDesk account for communication with external requesters.A problem we are facing with this setup is that when starting a conversation in FreshService and sending a message to an adress in one of the FreshDesk accounts, the replies always create a new ticket.I´ve tried to add the ticket subject in the FreshService ticket subject, i´ve also added the ticket URL and ID in the ticket descriction but since the FreshDesk reply adds the FreshDesk ticket ID in the subject a new ticket is always created.Does anyone have a solution to this problem? All tips are welcome!
ticket list filters
I’m looking at the tickets list and trying to figure out how to filter it either by Subject or if it’s missing a Category. The options don’t seem to be there. I can’t sort by Subject or Category either. The goal would have been to find those tickets which are missing a category and update them, using the Subject to figure out which category is appropriate. My first response is “Seriously?” Why are there so many GUI features which are missing? Some days, working with this platform is extremely frustrating, just sayin’... I’m curious if anyone else has this challenge, and what kinds of creative workarounds they’ve come up with.
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.
Is it possible to add agents to Requester Groups?
Is it possible to create a requester group so that only agents (not requesters) can access the service requests within a certain service catalogue folder.I am thinking along the lines for IT requests for IT, where only the IT team (most of which are agents) have the ability to create a service request for another area of IT. I don’t want other requester to be able to see these service requests.Is that possible? Is there a workaround?ThanksDave
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?
Secondary Email Mapping
I’ve seen a couple of forum threads through searching, but have not been able to find resolution. We have a different UPN than we do primary SMTP address. As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address. So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address. I know that I can merge these, but it’s rather cumbersome. The other option I see is to manually add the secondary email address. Is there a way that I can automate this via mapping attributes or otherwise? I don’t want to have to remember to do this for each new user.
Create SR with Application which has multiple Modules and Roles needed
Dear Forum users, We have a requirement where we need to use a ticket to handle each Application access with multiple Modules and each Module will have multiple roles. We tried to create the same using Service Request module, however three level multiple selection is not possible using FS.Application => Modules => RolesDo let me know if anyone got solution for this scenarion. Thanks JS
Agent reply template - change sender based on Company?
I’ve created a custom sender account - let’s say: email@example.comI made a new automator workflow that checks the Requester and then sends them an email using the email address above (as opposed to our usual firstname.lastname@example.org).Ticket is created and initial outbound email has gone using custom email address.So far so good.What I’d like to do is set the default sender to email@example.com on the Agent Reply Template to use this new sending email account and not our primary email account. Anyone, anyone? Beuller? Bueller? firstname.lastname@example.org @manns @zachary.king Thanks to anyone with suggestions!Bryn
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!
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
Service Desk Orginization
We use service desk for many items, staff can request access to software, IT accessories, and use it to list all items on-boarding needs for HR. But the catalog is a mess and just a collection of all items. I made new items like “IT Accessories” and linked all accessories under that item. But i cant get them to not show up on the main page and still show up under the new group. Is there a way to make each item show up in select spots? The visible group wont work as it removes the view from everything.
Adding Distribution Groups to an Automator Email To Action
I am tinking in our change management board and attempting to trigger an email to a distribution group in Exchange. Some of the people are agents, some of them are not. I’ve tested the distro and made sure it is accessible from outside of our org, but when I type in the address in the action, it just disappears.
Multi Language Support for Service Catalog
Hello Freshworks Team,We found that there´s no way to set the Service Catalog items in different languages.We could do - but then every item must be created multiple times e.g. for german, english, ukrain etc.Is there any other way to implement an multi language support or can you tell us when it is availablein FreshService, pls.Thanks in advance,Regards
Request fulfillment display options
We would like to have request fulfillment implemented but in its current state its useless.The items are displayed by Name, Department, Location and Asset Tag.All of this does not include the important information like: Product, Model, Serial number and so on. How can the displayed elements be changed?The following screenshot shows an Apple MacBook, and Dell Latitude 7410 and a Dell Latitude 7420. No difference can be seen…….
How to block answers to services email
Hi Team,Some automatic services are sending alert email to my freshservice solution (sent from email@example.com to firstname.lastname@example.org ) .This is helpful because these alerts are incidents that must be handled.However, I would like NOT TO SEND any outgoing email to the sender (email@example.com) because it’s an actual mailbox used by someservice.com.Could you help me finding a way to do that? I tried with automator but found no action for this purpose.Thanks for your help !
Issues with ITSM and IT support language?
I’ve just been reminded about how much I don’t like the term “ticket deflection” in IT support scenarios. It always makes me think that customer/employee/end-user requests are unwanted rather than that self-help is the quickest and easiest way for them to receive what they need. It’s like the IT service desk is stating “go away, we’re too busy for this.”What do you think about the term and which others make you think that their use misses the point of ITSM and IT support? Please share as a response.
Community Carnival Market: Essential Freshservice Tips & TricksFRESHSERVICE TIPS
Hello Freshservice Community! Welcome to the Community Carnival! How excited are you all?We start off our IT Plans today with the Community Market: Freshservice edition!We had @ramsundar.radhakrishnan share with the community 5 Freshservice tips and tricks that you can implement right away! Here they are for you:🎃 Tip #1: Overwhelmed by informational incidents created via emails? Convert your support emails to Alerts!Have you added a support email address to your Freshservice account to track events and alerts from your monitoring tools? Are these incidents cluttering your tickets list view page? Well, this tip will be useful for you. Freshservice now supports email as a channel for alert management too. You can now pipe these event and alert emails to Freshservice as Alerts, instead of incidents. Configure Alert rules on these incoming alerts to create incidents only for the actionable alerts. With this, you can conquer alert noise and never miss a critical alert from your infrastruc
Agent Signatures, placeholders and Department Name
We would like to be able to use dynamic placeholders to create signatures for Agents. Not all of the fields we want to use, like the Department Name of the Agent, is not available as a placeholder.Additionally, if I am not the assigned Agent to a ticket, and I want to Reply/Forward a ticket, the best I can do is add a “signature” that shows the assigned Agent’s details (like name, email, etc.), but I would prefer to use the Current User’s details.I’ve read all the documentation about the Global and Dynamic Placeholders, but this information is not available. Are there any undocumented placeholders that will accomplish this for me?I can see in the page’s DOM that there is a “current_user” object, which exposes information like:current_user.agent.user.name current_user.agent.user.job_title current_user.agent.user.department_names.But using Handlebars syntax will not give me access to this data. Has anyone else been able to accomplish something similar to this?
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.
Dynamic Placeholder for Planing stage fields?
I am attempting to craft a CAB email for changes and the request I have from my management is to add the rollout and backout plans into the CAB approval email. I can’t seem to dig up the Dynamic Placeholder for those fields, which makes me feel like they don’t exist, and I am hoping someone here can prove me wrong.
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