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Hi,Is it possible to send a link and a small preview of new solution article and when a solution is updates on a specific Microsoft Teams channel instead of me sending a link each time to my colleague?If anyone know how, let me know. Thank you so much and have a nice day.**Sorry for my english, I’m french, I do my best**
What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!
We use service desk for many items, staff can request access to software, IT accessories, and use it to list all items on-boarding needs for HR. But the catalog is a mess and just a collection of all items. I made new items like “IT Accessories” and linked all accessories under that item. But i cant get them to not show up on the main page and still show up under the new group. Is there a way to make each item show up in select spots? The visible group wont work as it removes the view from everything.
I’ve just been reading the ITIL 4 Workforce and Talent Management practice guide and it got me thinking about people management per se. It has been 15 years since I managed anyone but I did manage various teams for 15 years before that (inside and outside IT). However, I can’t remember ever being given any (line) management training to equip me.Just wondering if I’m alone in this or whether we as an industry should be doing more to create better managers.
Hi FreshService community,Just wondering if anyone has come up with ways to ensure that a bundle item is selected when information in the fields are entered?Too many times now we have requests come through from users who enter in the fields and submit the request without checking the box. It stands to reason that selecting the item and completing the form means the user is requesting that item.Any help will be appreciated. Cheers!
Hi GuysWe are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification. Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either. Any advice would be greatly appreciated
A Community post reminded me of something I once wrote on very important roles as an addition to VIP lists. Here’s an abridged extract:This is nothing new; I was using one ten years ago (now 20 years ago). But VIR lists aren’t as common as they should be.It's simple - you take what you do for VIPs and replicate it for those business roles that are critical to business operations.How do you work out what they are (and who fills them)? Speak to your customers. These very important roles could be anywhere but, importantly, their IT might be critical to their role, and what they do in their role might be critical to business operations.So where are your VIRs and are you giving them the support they need?
I am attempting to craft a CAB email for changes and the request I have from my management is to add the rollout and backout plans into the CAB approval email. I can’t seem to dig up the Dynamic Placeholder for those fields, which makes me feel like they don’t exist, and I am hoping someone here can prove me wrong.
With the new dashboard update, every time I open something from my dashboard a new tab opens.This is pretty annoying resulting in a lot of memory taken by Chrome or another internet browser.At the end of the day, I have like 20 new tabs from Freshservice open.Can this be changed like it was before?I get a lot of complaints from my colleagues.
Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.
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
I am trying to embed the freshchat widget onto the portal for fresh service. But I can't seem to get the codes to work wherever I put them.Has anyone been able to get this widget to run, and can you point me as to which sections in the portal the two required codes need to be added.Cheers
Hello, I’m checking our Software Inventory right now/. I was able to identify some restricted software. I'm just curious if how the notification worked? or is there any notification or process where i can see if there will be installation of restricted apps moving forward?
I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system. Part of this question is just about getting rid of that spurious link.
IT folks across the globe, across industries and roles have had their ticketing portal buzzing, emails overflowing, people rushing up to them for quick fixes and so much more. In short, IT folks have endless requests coming their way from different directions. But do we exactly know how their day looks like and all that they do? It’s time to find out.Here’s a question for all the IT folks here in this community playing different roles - IT agent, administrator, manager, director, etc. in their respective workplaces - What does your day look like?Feel free to include How your day looks like? How you plan your day? How you navigate through executing your plan? What works for you? What does not work for you? What are the challenges you are facing in recent times? Well, who knows, each response can be similar and diverse in many different ways! Looking forward to reading them.
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