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- 1,788 Topics
- 5,149 Replies
Is there a multi-select dropdown for ticket forms?
I’m building out our internal knowledge base and forms to contact the Tech Support team. I need to add a multi-select option for our employees to reference the issues they are having.For example, an employee may have an issue with logging into two different platforms. It would be more efficient and a better user experience for them to raise one ticket with selects both of these options.Is this possible?
Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris
Business Rules - Automatically setting a drop down option depending on group
HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.Is there another way to do this apart from business rules? ThanksDani
I’m looking for a way to automatically CC a list of addresses on tickets. We are moving out ticketing solution right now from one solution to FreshService. We currently put our tickets under organizations and not requesters, so this will be a change for us when we move to FreshService.In our current solution, as we create a ticket, an email is generated to the rep for the organization and a few other folks. With FreshService, since it is requester-driven, the email will go back to the person opening the ticket and rep for the organization may not be aware that a ticket has been created.In order to facilitate this, I have done the following:Created AutoCC field in Company Fields and populated it with a comma-based list email addresses.Unfortunately, this is where I get stuck. There’s no way to interact or pull that information when a ticket is rasied, so I have taken this route:Using the WorkFlow Automator, I created a ticket automation so that anytime a ticket is rased, a web request i
Need some assistance with workflow user reply
just wondering if someone could give some feedback on setting up a workflow as i seem to struggle with it sometimes.concept would be → agent send reply to user → agent puts or can we automate that the ticket changes to status waiting user reply (if possible even adds agent as watcher) → when user reply’s it changes status back to assigned.I know this is standard, but im having some issues on how to set it up, i keep trying, but its not working.Do i need to use custom objects for this?Any help will be appreciated
Integration with Power Platform with sso enabled
Hi! I want to integrate with Microsoft Power Platform. However, when setting this up, the Power Platform requires the API username and API password. Our org has SSO enabled, and therefore we cant provide username/password for Freshservice. Any way around this?
Ticket creation via email
Hi, could someone point me in the direction of some documentation please on how Freshservice works with incoming emails to create/update an Incident ticket?I want to understand what rules it applies to the incoming email to determine whether a new ticket needs to be created or the email needs to be associated to an existing ticket.Also what rule logic can be employed to avoid SPAM or duplicate tickets.Many thanks.Steve.
Ticket history not showing for the "Requested For" user
Hi! So seems kind of odd that when the Requested For field is in use the ticket does not show in that users history, the ticket only shows for the original requestor. My use case for this is we have HR submit alot of tickets on behalf of employees, mostly new employees. However I need to be able to see history of these tickets on the new employees for audit purposes. The only way I have found to make this work is to change the requestor all though I need to know who submitted the ticket as well so that defeats that purpose. Any one else having this issue or know of a work around? Also, there is no way to send an email via the ticket or automator using the email for the requested for user.
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
35 Best On Demand Service Apps
In this present time, On Demand Service Apps are highly in demand as through this online platform. Customers can directly install and use the services by just some clicks. And business owner can directly connect with the user and provide them on-demand service when customers need.
Add Response time to ticket list
Hi,A customer asks me if it is possible to get the response time in the ticket list.I've looked at the available filters, searched through the support articles and through the available Apps but it looks like this list is not customizable.Or did I miss something?Anyone with an idea about where I can search next?If not, next stop will be support ;-)Thanks in advance!Gr.Chris
New to Freshservice
Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests. We are going to expand in to change, problem, project, knowledge, asset etc. Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks
Simplify time tracking less clicks - 30 minute increments.
For agents that don't need precise time tracking but need something simpler than a pop-up with manual time entry it would be great to have 15, 30 or 60 minute plus "+" or minus "-" buttons that simply adjust time per click. Something like this:[ Time tracking ]- 15 minutes +- 30 minutes +- 60 minutes +Using a keyboard you could Tab to it and click left and right arrows.The current system requires expanding the time track section ( 1 click ), clicking add time ( 1 click ) interacting with a pop up, manual entry of time ( 5 taps of keyboard ) then clicking 'save' ( 1 click ). Wouldn't it be better to have it directly under categories and all you need to press is + and - ?
People management in IT - how do we prepare managers?
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.
Email notification address
Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: email@example.com for customer 1 and 2 when they recieve a activation link. And firstname.lastname@example.org for customer 3 and 4. kind regards, a
scenarios and custom fields
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?
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