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Freshservice app loses case on URL links
We seem to have identified that the Android Freshservice app fails to preserve uppercase characters when opening a URL link, at least when using Chrome as the default. We discovered this when a ticket was logged by our users with a link to a Google Form, which then failed to open on any of our phones when clicked on in the app. As there was also no way to copy text from the app, we had to manually change the case of the URL in the address bar to get this to access the required file.
Emails showing as on behalf of from Freshservice
Hello,I received no feedback on this as a Feature Request and it is a definite problem for my team, so I am raising it here also.I've set up a vanity email address using our company domain (e.g. firstname.lastname@example.org) and have configured forwarding from the email to the generated Freshservice email associated with it.The problem is, when we receive an email from our service desk it does not display only the vanity email (e.g. IT Support <email@example.com>) and instead shows as coming from the Freshservice generated email address "on behalf of" the vanity email address, i.e. IT Support <firstname.lastname@example.org> on behalf of IT Support <email@example.com>.We are using Office 365 with Exchange Online, and Outlook 2013 is our primary email client.We're keen to roll out Freshservice but this is really putting my management off using it as it will cause confusion and concern within the company when they see emails coming on behalf of There is clearly
Escalating an issue within support@freshservice
Please can someone tell me how I can escalate an issue within Freshservice support? Does anyone have a contact name/email/Skype for a senior manager there?I needed to update ticket categories as we are now supporting multiple companies and wanted to take the opportunity to do some housekeeping. I spoke to Freshservice about this in February and was told if I provided a .csv of the tickets and the new fields then this could be updated. During my data housekeeping, I also found a bug in the system which unfortunately meant I lost data from all our tickets. I was told if I provided the correct data (which luckily I had exported) then this could be rectified.I have spent a considerable amount of time getting my data ready and having multiple conversations on the phone and email with Freshervice support, then suddenly last week I received an email saying that actually they couldn't update my tickets or correct my lost data.I responded to the email on Friday, expressing my disappointment, an
Anyone else have broken Disptach'r webhooks?
I've tried everything and I can't get webhooks to trigger from Dispatch'r. I can get the same webhook to trigger through Observer but not Dispatch'r. I even tried implementing this dispatch'r webhook solution provided by FreshService as a test but no luck. https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I've tried setting a super simple webhook that just posts the results to https://requestb.in but nothing shows up. Anyone been able to get a webhook to trigger from dispatch'r?
Setting up Automated Assignment
Howdy, I'm the Customer Service sergeant on the ground for a medium-sized software company and I had some questions about freshdesk functionality; I'm going to describe what I'd like to set up and then if you guys know if it's possible or not you could save me from leading myself down a primrose path towards a solution that doesn't exist.I'm setting up a user feedback system that sends a web-filled comment to our freshdesk account via an aliased-email with a predefined Subject Line.What I'd like to know is if it's possible to perform certain actions withing fresdesk automatically when a ticket comes in from a certain email and/or with a certain Subject Line ie. Assign it to a "feedback" account, put certain tags on it and set it's priority and status. That way we can just aggregate all the feedback instead of having a helpdesk tech have to do "inprocessing" for each by hand.Thanks in advanced, (and let me know if this is in the wrong subforum)-WG
Unable to edit CI Type
The Fresh Service agent is reporting most of our Dell Optiplex 9020's as a 'Computer' rather than a 'Desktop' under CI Type. When I attempt to change the CI Type, I cannot because the drop-down box is grayed out and unavailable to me. Am I in the wrong area, or is this something that needs to be addressed?
How To - Single Sign-On with G-Suite (Google Apps)
Google provided some information regarding getting Freshservice to use SSO against G Suite. When creating the Freshservice Custom App in the Google Admin Console, follow these steps: GOOGLE ADMIN CONSOLE 1. Click on Apps, create a Custom App 2. Copy the SSO URL (You will need to put this in Freshservice later) 3. Download the Certificate 4. Give the app a name /description/logo 5. Customize the app with these settings ACS URL - https://yourdomain.freshservice.com/login/saml Entity ID - https://yourdomain.freshservice.com Start URL - Leave empty Signed Response - Leave Unchecked Leave all other settings alone. 6. Turn on the App for everyone FRESHSERVICE ADMIN CONSOLE 1. Go to Helpdesk Security 2. Enable Single Sign-On 3. Paste the SSO URL from above (Google Admin Step 2) 4. Leave logout URL empty 5. You will need to convert the certificate you downloaded earlier to a fingerprint. I converted it by copy and pasting my certificate into this tool: https://www.samltool.com/fingerpri
Updating Asset State on call closure?
Is there a method an asset associated to a ticket could have the Asset State updated as a result of ticket resolution or closure? In order to track hardware that our department needs to loan out to staff, such as laptops, we created additional Asset States such as "On Loan" and "Ready For Loan". When a Service Request comes in to loan equipment, we associate an asset to the request and change the Asset State to "On Loan" once the staff pick up the equipment. When it is returned, we can manually go into the associated asset and change the State, but it would be useful if there were a way to automatically update the asset details from closing the service request.
Integration with Wordpress
Hello All; I have installed the Wordpress plugin and I am working on creating my support site for my clients. My question is; how do some people (like ElegantTheme) for example integrate their forums within their website? Can someone point me to how this is accomplished. I am pretty technically inclined; but I do not want to reinvent the wheel. If anyone has suggestions or how to start on this path, please let me know.Thanks,Tamer
Pressing space in name selection list moves to new selection
When adding a contract, in the "Notify To:" field, when I type "Ian", I get a long list of names containing that character string (mostly "Brian"). When I click the space bar to continue typing the last name (to filter the list and select the correct contact), the name "ian" is entered in the field, and a new name selection is triggered.
firstname.lastname@example.org address bouncing
I have a security vulnerability to report, however the email@example.com address listed on https://freshservice.com/security is bouncing. I then opened a ticket #1267020 requesting better information to report security issues, and that ticket has sat there for two days with no response. As a paying customer & systems admin, it is very troubling the oversights (vulnerability included) FreshService has with regards to security of our systems. How can I get ahold somebody authorized to discuss security matters?
"Incorrect domain name" error in iOS app
Hi there,I've been trying to login to Freshservice via the iOS app, but i keep getting an alert dialog with the message "incorrect domain name". I've tried inputting "subdomain.freshservice.com" (without quotes) as the Helpdesk URL. Is there something else I should be using? I've tried variants with "https://" as well.I'm on iOS 9 on an iPhone 6.Thanks!
Hi All,Just wondered if anyone can share the work flows they use for merging calls. We generally use it in this scenario:User logs duplicate or similar ticketsTickets are merged with the first one being deemed primarySecondary tickets are closed (not deleted)All communication and work conducted in primary ticketThis seemed to work well for us but I came across an issue whereby an agent had requested some information from the user by replying to the primary ticket but the user's responses were logged in the secondary ticket that was closed. This meant that the agent was never alerted to the users response. I have raised this with support but my understanding (or at least the way I want it to work) is that all comms post the merge should come into the primary and open ticket. Support have said this isn't the case :(Any real life examples of how the merge functionality is used and understood would be great and appreciated.Cheers,
Issue with 2 parties using Freshservice/FreshDesk
I have just come across an issue today where a 3rd party service desk for one of our clients is using FreshDesk and when they responded to our ticket INC-57335 with their reference [#INC-5974] in the subject line, this re-opened our ticket INC-5974 and attached the reply to the wrong ticket, which also meant the notification came to the wrong agent! As more businesses adopt Freshdesk/Freshservice, this is likely to become more of an issue, especially for the MSPs.
How Exactly Reports are Calculated
With the helpdesk at a glance there are a number of categories such as average response, average first response and average resolution time etc. I don't quite understand how some are calculated. Average first response is the first time we reply to a ticket (not a note etc) Just like to fully understand how they are calculated and how sometimes they slip so I can explain reasons to end user clients. Also the received tickets, resolved tickets and backlog tickets don't always add up.
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