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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.

  • 1,802 Topics
  • 5,186 Replies

1802 Topics

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
10 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
10 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
10 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
11 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
11 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
11 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
11 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
11 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
11 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
11 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
11 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
12 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
12 days ago
Shobhit
Community Debut
ShobhitCommunity Debut
published in Freshservice

#WinwithMarketplace : FreshserviceMarketplace

Hello Community Members!As businesses grow in today's fast-paced world, they routinely face new challenges in their tech stack. A key aspect of overcoming these challenges is having the right product at your disposal to help you do more and be more! Freshworks customers can count on Freshworks Marketplace to solve their integration, customization, and automation needs. Freshworks Marketplace houses more than 1300 apps that solve customers' essential business needs by helping them extend their Freshworks experience. To help you succeed with Freshworks Marketplace, we have curated a list of apps that can deliver great value for your business. #WinwithMarketplace brings forward byte-sized videos about such apps. In Series 1, every fortnight, we will be launching key apps (and themes) that work best with Freshservice.  To review each of the video in the series, you can find them below: We'd be glad to hear about your experience and feedback in the comments. If you’d want us to cover more a

5292
Shobhit
Community Debut
12 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
12 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
12 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
12 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
12 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
13 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
15 days ago
N
Apprentice
NathaKerApprentice
asked in Freshservice

Service request custom fields in data export

I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again).  It doesn’t seem possible out of the box, is there a workaround? 

1
Casey B
Community Debut
15 days ago
R
Apprentice
RvkersenApprentice
asked in Freshservice

Purchase Order Request Approval Notification

Is there a way to have notify an agent when a purchase order request that has been submitted for approval has been approved? Right now we just have to remember to go back and check the status. It would be much better if an email notification would go to the agent that created it or the ticket it’s associated with would be updated somehow. Or if there is a way to work this out with a workflow, that would be great.

0
R
Apprentice
15 days ago
danapromethean
Apprentice
danaprometheanApprentice
posted in Freshservice

Using the Azure app action and PowerShell app action in a workflow

Hi all,I’ve been using the Azure and PowerShell actions in my workflows and am really excited about the things our team can solve with these automations.I have noticed that our flows that contain these actions don’t run consistently. For example, they sometimes stop in the middle of a flow with no error in the logs. Also, the same ticket where this happens is unable to trigger any other Azure flows after the failure. All conditions are met to trigger a flow but nothing happens and no events come up in the logs.I’m working with Freshservice support on this and they have been great at keeping me updated and even scheduling meetings to speak with me, but it has happened more and more with multiple workflows. Just wondering if anyone else has experienced this. Thanks,Dana

4
N
Community Debut
15 days ago
J
Contributor
jwieseContributor
asked in Freshservice

Do Freshservice Solution searches use keywords or tags?

We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body. Please confirm/clarify.

3
A
Apprentice
16 days ago
Aviationstuff
Apprentice
AviationstuffApprentice
asked in Freshservice

Docusign Orchestration Error 400 Attaching document to ticket

Hello, I’m trying to use the Docusign Orchestration in Freshservice, trying to attach a Document to a note in a Ticket. This is the error I receive, I’ve tested changing the document ID and if it’s incorrect the error message is that the document ID doesn’t exist. Also attaching what the request looks like from Docusigns end.   Docusign’s API Message:  

1
A
Apprentice
16 days ago

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