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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.

  • 1,681 Topics
  • 4,742 Replies

1681 Topics

sundermannc
Apprentice
sundermanncApprentice
asked in Freshservice

Filter tickets based on two items?

Hi,We are new to FreshService. I’m getting my views set up for ticket lists, and have apparently run into a basic feature that FreshService can’t do.I need to see two kinds of tickets in my ticket list.  1) Tickets which are assigned to me and also 2) Tickets which are assigned to a building.  Seems like this should be easy, but support chat says it’s not possible.I can create a filter on the right for tickets which have me as the agent, and I can create a different filter which have tickets that have my building (which is “Valley”).  But I can’t create a filter that will show me tickets that have EITHER me as the agent OR Valley as the building.Maybe I wasn’t describing it right to the support agent.  Does anyone have a way I can achieve this or is this a shortcoming of the software?Thank you!

6
E
Top Contributor
3 months ago
Mo.Wael
Contributor
Mo.WaelContributor
asked in Freshservice

Service request Vs incedent

I need to know whats the difference between “Service request Vs incedent VS Ticket” when I create an automate 2- When I create a service request, I cant find it doesnt reflect in “request type” only what I wrote in request type reflect in “incident” and whatever catalog I careated in service request It wont reflct in the ticket status -I want whatever Ticket send from service request like “mobile request” it reflect in request type.whatever I wrote in request type it appear in incident (I want to add one thing an only in incident like network issue and all other requests like laptop request in service request_and when anyone submit a ticket from service request like mobile request it appear in “request type”)  

4
UdayGrewal
Community Debut
1 month ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Freshservice

Mandatory field in Requestor Fields

 I wanted the 'Last Name' not mandatory and 'Title' as mandatory, I already modified the field properties as shown below:  However, when adding a requestor, it's not reflecting. Like Lastname should not be mandatory but the title instead. Am I doing something wrong? Please advise.

2
raymondcanilao
Skilled Expert
11 months ago
Nezeki
Skilled Expert
NezekiSkilled Expert
asked in Freshservice

Bug? Additional Items in Contract aren't presented in Software view

Hey,I need some help with sorting out our software workflow, and I think we’ve stumbled upon a bug. Whenever a new software contract is created, we can add service items and cost details no problem, but it seems like Freshservice is only using the information from the top row. If I add an item with 1 unit, that 1 unit will show up in the related Software license list.  If I then add another Item, and additional units, those do not get added to the software license list. In the first screenshot, it should translate to 1 license in the Software view, and the screenshot below should translate to 3 licenses in the software view - right? Unfortunately, it’s still only showing 1 license available. Whe​​​​​​n we change the top row to 3 though, that data is sent and in the software license view we can see 3 licenses.I’m assuming this is a bug since it can obviously receive the number from the top row but not from additional rows. It also works to add separate contracts, but that’s a whole othe

1
mfedele
Skilled Expert
1 year ago
sleclerc
Apprentice
sleclercApprentice
asked in Freshservice

Agent Signatures, placeholders and Department Name

We would like to be able to use dynamic placeholders to create signatures for Agents.  Not all of the fields we want to use, like the Department Name of the Agent, is not available as a placeholder.Additionally, if I am not the assigned Agent to a ticket, and I want to Reply/Forward a ticket, the best I can do is add a “signature” that shows the assigned Agent’s details (like name, email, etc.), but I would prefer to use the Current User’s details.I’ve read all the documentation about the Global and Dynamic Placeholders, but this information is not available.  Are there any undocumented placeholders that will accomplish this for me?I can see in the page’s DOM that there is a “current_user” object, which exposes information like:current_user.agent.user.name current_user.agent.user.job_title current_user.agent.user.department_names.[0]But using Handlebars syntax will not give me access to this data.  Has anyone else been able to accomplish something similar to this?

0
sleclerc
Apprentice
5 months ago
J
Apprentice
jhall23Apprentice
asked in Freshservice

CSAT - Prevent Agents Seeing Survey Responses

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

2
J
Apprentice
3 months ago
J
Contributor
JCCContributor
asked in Freshservice

Software Licensing

Hi AllI have started to use Freshworks for Software and Licensing. Does anyone know if I can import a CSV with the users I have licensed in Azure. There is an option to import assets from a csv but I can’t find one for Software. Thanks in advance. JC

2
J
Contributor
1 year ago
E
Contributor
elizabeth.toyContributor
posted in Freshservice

Reports of "Resolved" Tickets

The reporting section will tell the number of "resolved" tickets, but that number includes closed. Since there was a felt need to have both resolved and closed as the type of ticket, I feel that the reporting should either accurately reflect only resolved, or it should indicate that it's both.We resolve a ticket only when the issue/request is fixed/completed. If it wasn't, but the ticket is no longer needed for any reason, we use closed. It will skew metrics to have the "resolved" number include both closed and resolved tickets.

8
T
Community Debut
4 years ago
D
Contributor
dario.vernelliContributor
posted in Freshservice

Announcements preview

Hi,I'd like to show just a couple of rows of announcements, not just the title.Is there a way to do that ? ThanksDario 

2
D
Contributor
3 years ago
R
Apprentice
ryancaleb254Apprentice
posted in Freshservice

How to customize the Service Catalog based on User Groups

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

0
R
Apprentice
5 years ago
BryceK
Top Contributor
BryceKTop Contributor
asked in Freshservice

Inactive Agent Notice for License Removal

Inactive Agent Notice for License RemovalHello FreshService community, How are you handling agent adoption and account usage metrics in a large helpdesk environment?We have several teams joining the platform but there are a few agents who have not signed in over a month and taking up a license. I am looking for an automated way to open a ticket, as a notice to me and them, that they have not logged in for n-days and account will be deactivated soon if no response in n-days.Currently, this is a manual process can only be found by manually looking at agent last activity date. We cannot pull this data in the new analytics reporting either. Feature request worthy or how do you manage this issue?

1
zachary.king
Skilled Expert
5 months ago
R
Apprentice
r.wilcockApprentice
posted in Freshservice

Remove entire conversation when responding as an agent.

Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please. Is there a way? 

3
R
Contributor
7 years ago
M
Contributor
michelle.taylorContributor
posted in Freshservice

Use your own mail server

I have been trying to get our own mail server working for a number of months ( we use Exchange )  Fresh Service have been unable to help  When updating the settings it hangs on "verifying"  has anyone else come across this issue?

4
M
Contributor
5 years ago
G
Apprentice
ganeshApprentice
posted in Freshservice

Analytics for Freshservice

Re-imagine your Helpdesk experience with interactive visuals designed to help you proactively address customer needs and manage your workload better. We present to you FreshInsights, a brand of Radiare and marketplace partner of Freshworks. FreshInsights encompasses various platforms built towards effectively managing and mining your enterprise data. The platform offers visually intuitive dashboards and analytical reports that enable you to get effective insights from their data. FreshInsights is available as a ready plugin for Power BI and Tableau for Freshdesk and Freshservice as a free trial version to consume the basic Reports and dashboards leveraging your existing Power BI and Tableau product suite without any further investments.  Register and find out how we can help you ace your customer service game! It will take less than a minute. No credit card required. Visit us at - https://freshinsights.co/Freshworks Marketplace: Freshservice - https://www.freshworks.com/apps/freshservi

0
G
Apprentice
3 years ago
D
Apprentice
duganzApprentice
posted in Freshservice

Liquid for checking Ticket Type

My objective is to conditionally display some HTML in the Ticket Details page if the ticket is an Incident [the tickets "Type" field is set to Incident]I'd imagine this would look similar to what I have below, but this exact statement always returns false, thus never displaying the content within the IF statement.{% if ticket.type == "Incident" %}       <!-- Conditionally Displayed HTML goes here -->{% endif %}I don't seem to be able to find any documentation on a "ticket" object though.

2
dineshs
Contributor
1 year ago
K
Apprentice
koutsoubApprentice
posted in Freshservice

Filter tickets does not support updated_at field

 According to API documentation https://developer.freshdesk.com/api/#filter_ticketsfilter tickets supports updated_at fieldyet by calling https://mycompany.freshservice.com/api/v2/search/tickets?query=%22updated_at%3A%272019-10-01%27%22results in 400 BAD request with  {"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]} 

1
V
Community Debut
3 years ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

How much time taken in test sync of sandbox in Freshservice

I am doing test sync for the first time in Freshservice. It not progressing beyond 0%. How much time does it take for this activity?In case it does not progress at all, what should be done?

4
B
Skilled Expert
4 months ago
ajwa
Apprentice
ajwaApprentice
asked in Freshservice

Run automation workflow on specific date?

Matt HTop Contributor 4 repliesIs it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

0
ajwa
Apprentice
9 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

Converting Incident to Change

Dear All, Can someone let me know what happens when you convert or associate an Incident to a Change? What happens to the SLA for the incident.Let’s say we have an incident which has been due for resolution for some time as its actually a change which needs to be implemented. What happens to the SLA when we create a change and associate with this incident.

2
B
Skilled Expert
8 months ago
K
Apprentice
kishore.naiduApprentice
posted in Freshservice

Consecutive failed logins limit exceeded, account has been temporarily disabled.

Appreciative if anyone can provide a bypass for the error "Consecutive failed logins limit exceeded, account has been temporarily disabled.

2
R
Community Debut
2 years ago
L
Top Contributor
LucasHanssonTop Contributor
asked in Freshservice

Add to comment - List of software used by user

Hello, Does anyone have a good solution regarding Software used by user?I would like to create a flow as part of the offboarding process where a comment is created with a list of all the software used by the user. Is this possible? 

2
L
Top Contributor
4 months ago
C
Skilled Expert
Chris SherlockSkilled Expert
asked in Freshservice

Cannot change To date and time for loaners in new UI

Hi all, I’m currently trying to change the “To” date and time on a laptop we have delivered but that has been returned to us early. In the new UI we are unable to modify the “To” date and time. This is what the old UI looked like: Anyone else having this issue with the new UI?

4
C
Skilled Expert
4 months ago
M
Apprentice
mbronsonApprentice
asked in Freshservice

SCCM Integration - Stale Asset Information

Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!

0
M
Apprentice
9 months ago
H
Apprentice
hannes.vorholzApprentice
posted in Freshservice

Asset Update by API changes the asset_state

Hello, when we try to update an asset using the API the asset state is changing to "In Stock" e.g. done with Postman

2
T
Community Debut
4 years ago
alvinsusanto
Apprentice
alvinsusantoApprentice
asked in Freshservice

MAC Address for WiFi Adapter couldn't Obtained Using Discovery Tools

Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?

1
Adhitya Ganesh
Community Debut
1 year ago

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