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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.
I need some brains to help me figuring out a workaround for a limitation in Freshservice (or lack of feature 😀) We’ve integrated a webhook with FS. This works all fine. When an alert is raised in the external app a call is made to FS and an alert is created. Followed by an incident ticket. Then we have a workflow configured that gets triggered once an incident is created. It extracts data from the information that is passed on by the webhook and uses that to send an email to the customer. So far so good.Now we getting to the point where I need help with. At the moment the alert gets cleared by the external app (system is back online). The app informs FS through the webhook. The Alert status in FS is set to resolved and “SYSTEM” sets the incident ticket status to resolved. When this happens I want to add a note to the ticket and send a custom mail to the customer that the alert is cleared. I created a workflow for this with a event “when status is changed to resolved” but it is not wo
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!
Hello Folks I have created a change workflow that checks the current date and then looks at the start date of a change and change status, and determines whether it is in or out of compliance. The only problem is that the only way i can get this to actually trigger is that I have to manually toggle one of the Change Properties for the action to work.Has anyone figured out a smarter way to do this?
Hi Team, Just want to ask or maybe you can give me idea on how did you setup your CSAT? can you give me idea, we are planning to change our current CSAT next year since we just used the default 3 point system and when in analytics, im getting additional rows for the short text response, don’t know how to remove the blank ‘---’ row.
HelloWe have modified our default ticket form with some additional mandatory fields.We then have added business rules so that these fields are hidden in certain situations.This works as expected and tickets can be created without those fiels.Now when I want to create or modify a ticket via API those mandatory fields are always required! Even if they are empty in the ticket!How can I create or update a ticket without having to provide random values into those mandatory custom fields?
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?
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.
I’m in the process of revamping the service catalog, but looking for ideas of what others might have out there…. How granular do you get when creating service items?Ours is pretty high level, so sometimes requesters use the wrong ticket for the wrong things. I know that we will never be able to 100% fix this problem, but the goal would be to make it easy for users to look at the service catalog and know exactly which ticket type they needed and, on top of that, provide all the information we (IT) need on the backend so as to limit the back and forth. Would anyone be willing to share screenshots of what they have in their service catalog or any thoughts/advice?Thanks in advance!
Looking for advice on the best way to create a workflow… when we have a change submitted, if it gets approved but temporarily on hold - do you just leave it as pending? I’d like to give it a “future release” type status or “on hold” to easily filter those. Any input would be appreciated here. :)
Hello, I’m looking for a way to populate fields/drop down/check boxes using a URL So I can have card on the end user portal with like this url myitsm.freshservice.com/support/home?category=HR?employeetype=Consulting?active=True“employeetyp” is a drop down field “active” is a checkbox Has anyone manage to get something to work ? TIADaniel
We use problems to track larger issues, however, sometimes a problem is closed and the issue re-occurs. We would prefer that the agents just be able to associate the new incident to the problem and have the problem automatically change to the “open” status. I don’t see any automations that would help with this, but was wondering if any of you have solved this problem in your environments. Thanks,Greg
I have an existing ticket, say a change user ticket. When the ticket was created through a service request, a custom field for the User Name was filled out Once the ticket comes to me, I determine what scenario needs to be run, and I run it.The scenario generates tasksI want the tasks to include the User Name information from the SR custom field How would you guys do it? My thinking is to search the ticket description for the Username string and grab that into a variable, but the json is beyond my skill. Any ideas?
Hello everyone,We are building our own Offboarding module on Freshservice and using two service requests to achieve this. First service request SR1 is filled by the HR who initiate the offboarding process for an employee and this service request sends a link via email with details to the second service request SR2 to be filled out by the employees manager. SR2 contains additional items which creates child tickets assigned to different agent groups to action their tasks for the offboarding process.Here is the problem, we want to have field values from SR1 and SR2 put together which can be viewed by all agent groups at the parent ticket level. Right now, SR1 and SR2 have no connection and the manager goes through the email to input same values on SR2.We tried adding SR2 as an additional item, making SR1 as a bundled service request, but everything on that bundled service request has to be filled by the HR. We want to have SR1 filled by the HR and SR2 by the manager.I’m looking at so many
Hi everyone,I have noticed an interesting behaviour with our tickets and I was wondering if anybody is experiencing the same.Since the release of the new ticket view last month, I have found tickets with loads of white space in the description. Like, the line spaces get tripled and quadrupled. Our primary source for tickets is email but I think this only happens when a ticket gets edited, as the newly raised tickets look normal.Is this happening to anybody else or is this an “us”-issue?Happy Monday :)Alisa
Hello everyone, I’m curious how you work with the onboarding module. How do send tasks to stakeholder that doesn't working in Freshservice as an agent? Like facilityHow do you work with checklists? Have any how to use them to control the progress? TIADaniel
Is there way to make an onboarding field conditional mandatory. For example, if field 1 has a particular value, then only field 2 is mandatory. This is possible for ticket form fields and service items by using Business Rules but Business Rules are not available for Onboarding form fields.
We currently use a limited set of features from JIRA but are finding that the cost is starting to outweigh the benefit.Freshdesk looks like a better balance but there is one thing I can't see: the ability to set up release versions for a software product.For example if a customer raises an issue it's raised against a particular version of a product, and we also designate it to a particular fix version. This way we can easily see what issues affect a particular version and what issues are outstanding for the next release.Is there a workflow for this in Freshdesk? Bear in mind these versions vary from product to product.
Canned responses in Freshservice help you save time by creating stock replies to tickets. While replying to tickets, the agent can choose to quickly reply with a canned response.Look for the canned response icon in reply to ticket view as shown below.It brings up the list of canned responses you have already created.Select the desired canned response and hit send.BONUS TIP:Next to the canned responses icon, you see a knowledgebase icon. Click on that to bring up your solution articles. You can choose to reply to the ticket with a specific solution article.It works the same way as canned response. We have gone one step ahead and let the agent choose if he wants to just send the solution link or the solution content to the user.
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