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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.

  • 1,786 Topics
  • 5,145 Replies

1786 Topics

J
Apprentice
joestractApprentice
asked in Freshservice

Can you report on items

can you report on items under categories and subcategories? 

1
zachary.king
Skilled Expert
5 days ago
I
Apprentice
ivvafhuiaduidhsasApprentice
asked in Freshservice

how to hide a card based on the requester group the logged user belongs to.

I want to hide a card based on the requester group that a user logged in to portal. Currently I can control to show the card only when they are logged in using the code below. {{#if portal.logged_in}}<card> test </card>{{/if}} but how can I get the requester group of the logged in user?  

5
T
Skilled Expert
5 days ago
Rino
Apprentice
RinoApprentice
asked in Freshservice

How to add sctipts in freshservice portal

I can’t able to get normal document ID on script. I think in new version, you guys using handlebarjs and emberjs.. How do we customize using script in portal?

2
T
Skilled Expert
6 days ago
M
Apprentice
mschallmoApprentice
asked in Freshservice

Personalized Email Replies Not Working in Outlook, but Works in Other Email Services

Having a frustrating issue with the “Use Agent names for Personalized Email Replies ?” option in Freshservice.  We have the option enabled, but when we reply to a user from the ticket, the email the user gets is from the Helpdesk Email address, and isn’t showing the name of the agent.However, it’s only not working within our corporate email in Exchange/Outlook.  If I send replies to my personal Gmail account, or someone else’s personal Yahoo account, the agent name is shown.I submitted a ticket to Freshservice support and they said the issue is on our end, and I agree, and I assume there must be some Exchange/Outlook config preventing this feature, but I can’t figure it out.  Does anyone know what could be preventing this feature from working in our environment?

3
M
Apprentice
6 days ago
Josip
Apprentice
JosipApprentice
asked in Freshservice

Main Admin can't see tickets or anything anymore

Hi,I was experimenting with admin permission and removed the main admin from the IT Workspace.I believe with that I lost the necessary roles to view tickets etc.When I re-add myself to IT workspace nothing happens as I cannot give myself Roles? How am I supposed to give myself permission then? It says user cannot give roles to himself but I only have one, main admin? So once you remove a permission or role from the admin you cannot re-add it again?Can someone explain this to meKind regards,Josip

1
eeha0120
Skilled Expert
6 days ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Freshservice

Shared fields between service items when bundled

Hello, Is there a way to share the values selected when you have bundled SI? If you have a bundle for hardware like phone, computerExample, Location, payment information added to the main SI need to be added or updated in the child SI as they go to different groups. I can get the SI information using API but can’t see a way to update them. If I would use a WFA to update the fields afterwards. 

5
M
Contributor
6 days ago
J
Apprentice
JanUfoApprentice
asked in Freshservice

Different Support Portal, solutions and Fields - is possible?

Hello, Is it possible to create different support portals depending on the organization? Each organization requires different tickets, solutions and fields. Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.

3
karren-becker
Contributor
6 days ago
KyleJD
Apprentice
KyleJDApprentice
asked in Freshservice

how to configure SAML SSO with ADFS

how to configure SAML SSO with ADFS

4
karren-becker
Contributor
7 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Conditional Questions on Service Item

We have questions on our Service Items and want to trigger other questions based on the answer to those questions.  I know it is possible, but cannot figure out how to do that?  Can anyone help?

2
Daniel Söderlund
Skilled Expert
7 days ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Tasks to Dashboard

On the main Dashboard page, I do not see any widget that allows to put Tasks lists or To Dos on the dashboard.  Tasks can only be seen through the “My Work” section.  How can I add tasks to the Dashboard view?

0
S
Top Contributor
7 days ago
C
Apprentice
CecileApprentice
posted in Freshservice

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages

Dear community,when we associate assets to a Change or Incident, if the Assets are spread across multiple pages, we cannot multi-select and add the assets. It has to be done one page at a time. We have asked for an enhancement, so that users can select all assets they need (multi-select on several pages) and it will be evaluated.If this enhancement would also be a great help for your users I would appreciate your feedback! If demand is high, the enhancement is more likely to be implemented!Thanks,Cécile

3
eeha0120
Skilled Expert
7 days ago
François.R
Apprentice
François.RApprentice
asked in Freshservice

VMWare Vcenter 7.0 support

Hi, Following an annoucement of support for VMWare VCenter 6.5 and 6.7, I would like to know if there's a roadmap for VCenter 7.0 support.https://support.freshservice.com/en/support/solutions/articles/50000003772-freshservice-cloud-discovery-vmware-vcenterFreshworks support confirmed it was not supported yet. Best Regards,François 

1
T
Apprentice
7 days ago
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. 

1373
carlostipton1319
7 days ago
mokshadatandon
Apprentice
mokshadatandonApprentice
asked in Freshservice

Pitch N Hire: Best Contract Staffing Solutions

If your company is facing challenges in finding qualified professionals, Pitch N Hire offers contract staffing solutions that can help. By utilizing our services, you can enjoy the following benefits:Flexibility: Contract staffing allows you to hire workers for a specified period, with the option to extend their contract as needed. Cost-effective: Contract staffing can lead to savings on compensation and hiring expenses. Reduced risk: Hiring on a contract basis allows you to assess a worker's performance before making a full-time commitment.Pitch N Hire provides excellent contract staffing solutions. Contact us now to discover more about our offerings and how we can provide support to your company.Visit Pitch N Hire now.

0
mokshadatandon
Apprentice
8 days ago
E
Skilled Expert
EricRoelandSkilled Expert
asked in Freshservice

Email fields in reply

Hello All,We are communicating with one partner using email. They have a non API-self build service tool.It would be great if we can use some information from their emails as input for our tickets in Freshservice.E.g. If they sent an email and it contains a number that number should fill one of the ticket fields we created. Is this possible? If yes, how? Or where can I find the info about this.I am not looking to fill in Fresh service fields in an outgoing email. That is already covered. :-)RegardsEric

14
E
Skilled Expert
8 days ago
CountryCloudBoy
Contributor
CountryCloudBoyContributor
asked in Freshservice

Freshservice Intergation with Microsoft Sentinel

There was a thread on this question started over a year ago but no answer.  I am trying to setup integration between Microsoft Sentinel and Freshservice for a customer of mine.  We have the automation playbook setup using an example from another service desk logic app.  We are using the freshservice connector.  IT is asking for the username and password.  I am assuming this is an API username and password?  When trying an account and after creating an API Key for that account the connector still doesn’t connect.  Please check your account info and/or permissions and try again. Details: Please check your account info and/or permissions and try again. More diagnostic information: x-ms-client-request-id is 'A2FFE59B-BCD0-493A-9AA6-E1AF4AB16461'.

3
Daniel Söderlund
Skilled Expert
8 days ago
PavithraSelvaraj
Apprentice
PavithraSelvarajApprentice
asked in Freshservice

Is there a way to create webhook using API

Hi Team Is there any API available for creating webhook without using generateUrl() function. Thanks in Advance for your response!.

1
Daniel Söderlund
Skilled Expert
8 days ago
Brian Yarde
Apprentice
Brian YardeApprentice
asked in Freshservice

Create flow to connect to FreshService knowledge base search

Hi, I will like to create a flow that connects to FS via api. From that a Power VA bot wil call that flow to respond to input from flow.

0
Brian Yarde
Apprentice
8 days ago
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Freshservice

Make email reply reflect inside ticket as a reply

I made it when a requester submit a ticket, it sends an email to him,if when he reply to that email,Or someone Cc an email in ticket (it sends this reply to his email),  Once the requester reply to that email, it wont reflect to the ticket.So what I need is making the reply reflect to ticket

2
eeha0120
Skilled Expert
8 days ago
F
Apprentice
frnateApprentice
asked in Freshservice

Freshservice Analytics - Time entries

Is there a way to use analytics to determine the amount of time our agents have spent assisting each department?  I don’t really see a metric for time entries, and the other time based metrics don’t quite seem to provide what I’m looking for.

4
R
8 days ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Freshservice

Freshservice Workflow Automations

Looking for guidance on a source for working through some workflow automation basics.I’m trying to set up some basic workflows like: User requests access to SAAS application, when approved by manager and approved by business owner add them to an Azure Security group, resolve request but have basic questions on setting this up.I’ve watched all the youtube videos, fresh academy and searched the community for other questions but can’t find answers. Is there another self-service source I can review or is there a place people post their workflows to show them off?

10
jayman1201
Community Debut
8 days ago
S
Contributor
sheagordonContributor
asked in Freshservice

Editing Service Request after Rejection

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it.  On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request?  I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert. 

2
S
Contributor
8 days ago
steve.calder-macphee
Apprentice
steve.calder-macpheeApprentice
posted in Freshservice

Onboarding and Offboarding

On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager

10
Pro-Assemblage
Community Debut
9 days ago
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Freshservice

Asset management (Assigned vs Unassigned)

 Hello,  I need to use asset management in a daily use for IT assets ( laptops - sim cards ...etc),Most of assets assigned to users (used by...) = assignedOther assets in stock, which arnt assigned (unassigned), So i need to make a filter as assigned and unassigned, I tried to edit the default to add these options but its not allowed,Even if i added them on each category, but still i cant filter then unless i exported the sheet and this is not flexible,So how can i fix this or should i go to another solution like snip-it,all i need is to filter when we have outside (assigned → used by) and what we have in stock (unassigned) I thought I should add a category say (stock laptop - stock sim cards ...etc) ????? 

1
PatrickMurphy
Skilled Expert
10 days ago
TRUNG LE
Apprentice
TRUNG LEApprentice
posted in Freshservice

Authentication from custom Mobile App/ 3rd party app

Hi,I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy.   Product team please consider option to keep authentication method using Username/ Password.Thanks Trung.Le

2
TRUNG LE
Apprentice
11 days ago

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