Visit Freshworks.com Visit Freshworks

Freshservice

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.

  • 1,801 Topics
  • 5,196 Replies

1801 Topics

L
Apprentice
lennart.weissApprentice
posted in Freshservice

Updating ticket description over API

I can set the description, when I'm creating a ticket over the API, but updating it doesn't work: curl -u test:test -H "Content-Type: application/json" -X PUT -d '{"helpdesk_ticket": {"description": "test"}}' https://domain.freshservice.com/helpdesk/tickets/350.json generates HTTP Error 500. Is the request wrong, or is updating the description generally not possible? Best regards

1
rajagopal.baladhandayutham
5 years ago
P
Contributor
phodgkinsonContributor
posted in Freshservice

Asset Report Bugs

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

1
J
Community Debut
5 years ago
J
Contributor
jeffiContributor
posted in Freshservice

AD sync and user email changes

We are about a week away from changing all of our user's email addresses from a firstnamelastinitial@domain.com format to a firstname.lastname@domain.com format. When I made this change to my own account yesterday, Freshservice created a new account for myself. We are synchronizing our users from Active Directory using the FS Probe. Is there a better way of doing this so our users don't lose ticket history and get a new FS account?

1
J
Community Debut
6 years ago
K
Contributor
kkhalilContributor
posted in Freshservice

Canned Responses Broken?

It looks like the canned responses view is broken. I can't see the titles of a response in a category. Strangely, when I mouse over it, I can see the tooltip for the response, and if I click on the empty white space where the canned response should be, I can still add it into a reply. Can ya'll please look into this? Thanks

1
J
Community Debut
6 years ago
O
Apprentice
oliver_14249Apprentice
posted in Freshservice

Recurring Scheduled tickets

Hi Does FreshService support recurring scheduled tickets, such as a quarterly call out to fix a boiler? Olly

1
T
Skilled Expert
6 years ago
A
Apprentice
andrew.st.angeloApprentice
posted in Freshservice

API PUT/POST Not Working

None of my PUT or PUSH commands are working. I am using Postman and am able to authenticate, without incident.  Further I can pull back lists of existing tickets or tasks.  And, using the UI (FreshService website), I have permissions to create tickets and tasks.  But when I try to create either, using the API, I am returned data about other tickets or tasks.  Further, when I attempt a PUT command to update an existing Task, I get the following JSON obj:   { "logout": "success" }  

1
J
Community Debut
6 years ago
K
Contributor
knauthrContributor
posted in Freshservice

Managing replacement parts and other consumable assets

I am looking for a way to keep track of commonly used replacement parts, like projector bulbs, hard drives and other consumable items. I thought Freshservice would allow us to keep track of quantities and usage, by linking the items to permanent assets.  For example: A requester submits a ticket because their laptop is not holding a charge --> a technician determines the battery has failed --> the technician issues a replacement and documents it in the ticket/on the asset that 1 battery was used. At that point, if we had 5 batteries in stock, the system would automatically adjust the in stock quantity to 4. Any suggestions you might have would be greatly appreciated! Thanks so much!

1
M
Contributor
4 years ago
T
Apprentice
tanja.vantuynApprentice
posted in Freshservice

Asset management

I'm new to FreshService and I have a fwe questions about Asset Management: 1. Is it posible to change to change the fields that are shown in the Assets View?     Now only the "standard" fields are visible. 2. Is it possible to add an external firm as "Managed by" in an asset?     We have hardware that is managed by external firms, so it would be interesting that     we could save this inormation with the asset. Now only an agent name can be chosen. Thanks, Tanja

1
M
Community Debut
6 years ago
H
Apprentice
hannes.vorholzApprentice
posted in Freshservice

Dispatch'r not working with Service Request (Ticket)

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)

1
suvashini.balashanmugam
Contributor
5 years ago
W
Apprentice
web_qaApprentice
posted in Freshservice

Need a help

i send a ticket through requester account then i login through agent account, but i can not see my ticket which i have been send through requester account in freshservice help desk

1
M
Community Debut
6 years ago
D
Contributor
dlambrechtContributor
posted in Freshservice

Best practice agent or probe scan

Hi Guys, whats the best practive install the agent on all our devices or use the scan probe. how much data does it use ? Kind Regards, David

1
R
Contributor
6 years ago
L
Apprentice
lsoApprentice
posted in Freshservice

Language problems

When setting the default language to "danish", mush still appears in english... See below: Many places the translation seem wrong or done by some one not speaking the language at all... Words are in the wrong order and seem to have been auto translated. 

1
suvashini.balashanmugam
Contributor
5 years ago
B
Apprentice
baApprentice
posted in Freshservice

Change module seems buggy

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.

1
T
Community Debut
5 years ago
E
Apprentice
enatheApprentice
posted in Freshservice

Mobile & Email Notifications...

We are currently trialing Freshservice to use in our office. I am just wondering if on the free version, you are not able to get mobile notifications when new ticket is created.. I have all the settings set to give notifications, yet none are ever received.. Same goes for email notifications! Any enlightenment, assistance is greatly appreciated..

1
R
Contributor
6 years ago
J
Apprentice
joel_15818Apprentice
posted in Freshservice

Installing Windows Discovery Agent error on Win10

 Freshservice Discovery Agent: The installer has encountered an unexpected error installing this package.  This may indicate a problem with theis package. The error code is 2503.   ....and another error: The error code is 2502. This only happens on Windows 10. 

1
rajagopal.baladhandayutham
5 years ago
M
Apprentice
mike.burnieApprentice
posted in Freshservice

Portal Placeholders for Service Catalogue Items

Has anyone successfully used placeholders on the fields when setting up Service Catalogue items. We would like to have more descriptive information in each of the fields on a Service Catalogue Item to direct the Requester in exactly what information we need from them. Having to 'suggest' what information we need by have a long Field Description isn't very end user or designer friendly

1
R
Contributor
2 years ago
K
Apprentice
kim.dobranskiApprentice
posted in Freshservice

Agents

Hi, is there a way I can prevent an agent from seeing unassigned tickets? Like i can in freshdesk?

1
J
Community Debut
6 years ago
E
Contributor
elham.karshenasContributor
posted in Freshservice

Paste from word, web, outlook etc brings junk characters

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?

1
T
Community Debut
5 years ago
M
Apprentice
m.wilsonApprentice
posted in Freshservice

iOS Notifications from Requesters marked as spam

We utilise ticket creation via email forwarding and forward all of our support inbox email to freshservice. A number of "notification" emails (ie. backup notifications, or subscription emails etc.) are also forwarded. We have marked these as spam messages and blocked the sender from within the freshservice interface - this works very well for not creating tickets from these sources, however when an email such as this is forwarded we still receive notification on iOS devices that a new ticket has been created from the email. After logging into the system, there is no ticket created and the request has been blocked as expected. The only issue here is the annoying notification. It appears that the notification is being created before checking if the message/requester is blocked or spam. The only solution I can see is to stop forwarding certain messages, but this makes our email forwarding rules quite messy when the requests are already being marked as spam quite effectively by freshserv

1
J
Community Debut
6 years ago
H
Apprentice
hughmclApprentice
posted in Freshservice

API Issues with ticket creation

I've been working on a ticket creation script in perl. I have had it partially working where it will create a very basic ticket. However tonight when I've been working on it, it appears that no matter what I do, I'm getting 500 server errors. I've commented out all the additions I made and still get the 500 errors. I just tried a couple of calls using CURL with an example create ticket call, and even with that I'm getting a 500 server error. Here is the call I used:- curl -u <APIKEY>:test -H "Content-Type: application/json" "helpdesk_ticket": { "description": "Test Ticket", "subject": "Test Ticket - Ignore", "email": "myemail@address.com", "priority": 1, "status": 2 }' -X POST https://realdomainname.freshservice.com/helpdesk/tickets.json -v I removed personal/company information from the above example for security purposes. * upload completely sent off: 146 out of 146 bytes< HTTP/1.1 500 Internal Server Error< Content-Type: text/html; charset=utf-8< Date

1
J
Community Debut
6 years ago
L
Apprentice
lroastApprentice
posted in Freshservice

Multiple usability issues

Please see the attachment for multiple usability issues.

1
rajagopal.baladhandayutham
6 years ago
V
Apprentice
victor.salgadoApprentice
posted in Freshservice

Bringning back deleted assets

Hi. I have a similar situation to this discussion. So, I understand that for the agent to recreate the asset it is necessary to permanently delete it. It is not enough to send it to the trash. My question is ...... how a can permanently delete the assets?, I cant see the trash location.

1
M
Contributor
5 years ago
A
Apprentice
adbApprentice
posted in Freshservice

Ticket subject

Is there an option to enforce users submitting a ticket by email to add a subject AND body?

1
K
Contributor
6 years ago
K
Contributor
kkhalilContributor
posted in Freshservice

Rule Limit?

Is there a limit to the number of Rules (Observer, Dispatcher, Supervisor) that I can have active at once? Will the system stop me if I reach some limit?Just curious.Thanks.

1
M
Community Debut
5 years ago
D
Contributor
dlambrechtContributor
posted in Freshservice

When closing a ticket from no reply it creates a new ticket

Hi guys we have some external services who creates a ticket. when we add comments  or close  the no reply address doesnt alow to be mail send at. so we get a nondeliverable from our mail server. wich creates a new ticket. to skip^the sending mail if assigned or comment are added we can solve this. But for closing the ticket that doesnt work. Any ideas ?  We have 5 or 6 mail addresses who send mail from noreply. so every time we close a ticket it try to send to the address which then creates a new ticket cause we cant send to this address. In our previous servicedeqsk system we had a mute button once clicked it didnt send any messages. so when we made a rule then from mail adress -mute it worked. Kind Regards, David

1
ramsundar.radhakrishnan
Skilled Expert
6 years ago

Badge winners

  • Salud, Ideator
    DineshGhas earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    Jonashas earned the badge Lightening (Mc)Learner
  • Salud, Ideator
    Jonashas earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    kwan_kwan_12345has earned the badge Lightening (Mc)Learner
  • Lightening (Mc)Learner
    Jenovahas earned the badge Lightening (Mc)Learner
Show all badges
Terms of UseCookie settings