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- 1,794 Topics
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Pasting Search term via Contextual Menu does not autocomplete results
This is a very minor issue but wanted to report it through the forum in the event anyone else has seen this occur.Not all of our agents are keyboard jockeys and prefer navigating with their mouse. When they are searching for a ticket number provided to them via external communication needs (Slack, email, etc.), the agent will copy the ticket number, right-click in the Search field in Freshservice, and then choose Paste from the contextual menu. When this occurs, the search results do not autocomplete in the search field.Typing in a ticket number or using the keyboard shortcut Ctrl+V / Cmd+V will autocomplete the search results properly.I have been able to replicate the issue in Google Chrome 68 on macOS 10.13 as well as Microsoft Edge 42 on Windows 10. See the attached recording for an example of the issue.
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.
Simplify time tracking less clicks - 30 minute increments.
For agents that don't need precise time tracking but need something simpler than a pop-up with manual time entry it would be great to have 15, 30 or 60 minute plus "+" or minus "-" buttons that simply adjust time per click. Something like this:[ Time tracking ]- 15 minutes +- 30 minutes +- 60 minutes +Using a keyboard you could Tab to it and click left and right arrows.The current system requires expanding the time track section ( 1 click ), clicking add time ( 1 click ) interacting with a pop up, manual entry of time ( 5 taps of keyboard ) then clicking 'save' ( 1 click ). Wouldn't it be better to have it directly under categories and all you need to press is + and - ?
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?
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
Single Sign On (SSO) failure due to recent Windows Update
Hello AllFirst time post on here, hoping someone can help.Following Windows update to our server (Windows Server 2016) last week, we are unable to logon to Fresh Service. We have not been able to use the service since Friday. We are an organisation who like to stay updated with security updates. None of our other systems or applications have been affected, just Fresh Service. Our Fresh Service support person is saying it is due to Microsoft KB4340556 .NET.We attempted to roll back but that broken the server. Had to restore from a backup. Has anyone else experienced this?
Ticket Status and Title Carried Over When Splitting Tickets
Seems that the Status and Title of the original ticket is carried over into the new ticket. That's a bug. You would expect that splitting a response into a new ticket, would allow you to edit the title before actually creating the ticket and set the status as open by default.
API - Filtered Ticket List
Hi, Using the api and trying to get a list of tickets that have been updated since I last ran the api. I have tried creating a view in the FreshService application which applies the filter and sorts descending on updated date. Then Using the api "https://[domain].freshservice.com/helpdesk/tickets/view/[view_id]?format=json" however this seems to return the same as the api for all tickets. It's like the view is not found or recognised. I have assumed that [view_id] is the name of the view in FreshService. are there any other approaches to get the tickets modified since a date or at lease a list of tickets in descending order of date modified without needing to traverse the entire list. Any assistance appreciated. thanks
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.
Support Team Publishing Unconfirmed Changes
There have been several instances in the past week alone, where the Freshservice Support Team have agreed to make some code customizations to our Portal. Yet when the changes are implemented, I find that our Portal is completely missing some functions and features... This is completely unnacceptable. I understand that sometimes code doesn't work and can be troublesome to get it right, however what I fail to grasp is the lack of quality control on a LIVE user's instance. It seems as if no one is confirming the work before 'resolving' the issue. Very frustrating. Anyone else experience this as well?
How do you forward tickets to 3rd party?
Hi, When I forward tickets to 3rd party Service Desk solutions they will log the forwarded ticket as an email but change the subject line. This is creating a massive headache as the reply will then open another ticket in Freshservice. I am wondering how other customers work around this? Thanks Keith
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?
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.
Customer with own IT (Tickets/Solutions)
Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph
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