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.
- 1,100 Topics
- 2,857 Replies
How do you deal with 3rd parties ? HP Autodesk Microsoft Google etc. Do you add them as requester so you can escalate calls to them ? Or do you just hold the contact info as a solution article ? Just thinking of the workflow, you need to escalate a call to HP, and the agent picks HP from a drop down, can we show that contact info for them to call, email or link to their portal.
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,
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
All of our agents are having issues when copying from almost any source (Word, excel, web, outlook etc), when pasting to freshservice it brings some junk characters to the Freshservice editor. Pasting the same content from clipboard to anywhere else outside Freshservice is fine. Does anyone else facing same issue?
To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.
Unable to get any help from Freshservice on this, maybe the community can help. I create a custom report for Assets to filter by Company (running in MSP mode). Realize some things are incorrect so I need to update them. Save and Regenerate report again and the chart still shows old data but the tabular data is accurate. A chat support person tried to tell me custom report data only gets updated every 4 hours and yet my tabular data is up to date to the minute. Makes no sense. Is there any way to clear out cache or similar to get chart to update? Report exhibits same incorrect data when exported to PDF as well. Unfortunately no way to hide the chart completely. Also, in order to make my report actually usable I need fields like Serial Number, Warranty Start/End date but can't figure out how to add them to the report. Has anyone figured this out? The "add column" drop down says you can add up to 30 columns but it only provides a total of 17 columns to add, how do we add the others? If
Hello Everyone, Customizing the UI of your end user portal takes you a step closer to better customer satisfaction scores. Imagine the frustration users go through when they see a product in the Service Catalog and place a request, only to find out later that they're not eligible for it. Don't even get us started on the amount of time it wastes. Any Idea , Suggestions would be appreciated, Thanks, I didn't find the right solution from the internet. References:https://support.freshservice.com/support/solutions/articles/200987-how-to-customize-the-service-catalog-based-on-user-groups installation video
Received reports that agents using Firefox can not copy and paste text anywhere into FreshService. After some testing we were able to replicate when using Firefox version 55.0.3. Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied. This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.
Hi, I want to change a tickets cc_email field via API. I need to do this via the update functionality. Generally I want give non-admin people the ability to view a ticket that somebody else created. I read a similar post, where people had problems doing this via GUI: https://support.freshdesk.com/support/discussions/topics/295797 As described in that post I can add people to CC on the web interface by assuming the identity. Now I want to reach the same goal via API. When I create a ticket I pass "cc_emails": "firstname.lastname@example.org,email@example.com" and it works. When I do the same with the update function, I get a HTTP 200 response, but the CC field is still the same. Is there any way to do this via API?
When I am creating Solution Articles, most of the time the text editor is nearly impossible to work with. The font will be fine for half or most of the article, and then the rest of it is completely different, even if I go in and edit the HTML directly. I have tried highlighting the entire article and making changes as well as highlighting individual paragraphs. Sometimes if there is bold and or italics in the paragraph, the formatting will stay fine right up to that, then forget it. We use the "Heading 2" and "Paragraph" for all of our articles with Verdana font, medium-sized, and black in color. Most of the time we also include images as they are mostly KB articles for employees. Does anyone else have this problem? Is there any way to get a better quality text editor? Other than this issue, we love the product, it's just so frustrating as I am the one migrating almost all of our articles from our old system to Freshservice.Thanks!Jess
Were having several issues with the Active Directory Probe and the import. 1: Not all OU`s are visible, in some containers the Users OU or Disabled accounts OU are not visible, so we cannot select them to be imported 2: We updated the 2.1 version to 2.3. to do so we needed to uninstall the 2.1 version. After installing the 2.3 we needed to config it again and select which OU`s needed to be imported. All other settings were lost to. So not to happy to update it to a newer version the next time. 3: After it failed to import a users do to an email adress issue, the complete schedule stopped and needed to be started again manually.
Hello, we are currently trying to auto-create a change using a sevice request. (by the way this would be a nice build in funktion) Therefore i created a dispatch rule which triggers a webhook (new change) when the ticket subject or description contains my special tag. The rule executes fine if I create an Incident,as Agent, but not if the ticket is raised via a Service Cataog - Service Request (which also creates a ticket) any suggestions. For us it is essential to initiate Kind of "standard changes" by requestors via the Support Portal (as Service Request it would be Ok)
Note: This isnt a tip, but a question for the freshdesk users. Unfortunately the forums provided do not seem to provide a way to engage in an open ended discussion so I'll leave this up to the admins to decide the proper place for it."Time is the school in which we learn, Time is the fire in which we burn."- Delmore Schwartz 1938For many IT companies, TIME is a primary commodity. Help desk teams staff and cover hours, quantify growth needs by time spent, pay employees by the hours worked and of course charge clients for the time we spend. The trick has always been time reporting. In the old days you punched IN at work, you did the job functions and you punched OUT of work. Simple and easy, your time card merely recorded when you got there and when you left so the assumption was that time in between was doing your job. These days GETTING to work is one of the easy markers. At any time teams can be answering tickets based on phone calls, emails, chat etc... and how are we supposed to ke
I see a lot of API end-points here (and I'm thankful for that), but I don't see any for snapshot-type data. For example, on our Freshservice dashboard, I see Ticket Summary data at the top, with these totals: 1) Overdue, 2) Open, 3) On Hold, 4) Due Today, and 5) Unassigned. (also in the attached screenshot) I'd like to be able to query the API for these specific data points (so I can introduce them into a completely separate web app). Is this possible?
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?
So I've installed the agent on about 10 machines in the last week or so.. this morning I went to check on them in inventory to make sure they were organized appropriately and such, and it turns out not a single install is reporting. I have only used this once in the past as a proof of concept and it worked beautifully. Is there some special trick I may be missing? I am using the latest available installer from my admin portal.
Hi all, I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system. They use fingerprint readers, so I'm not really issuing any particular asset. The database has no limitation of users to add, so I'm not sure if this should be registered as a CI? Thoughts?
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.