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.
- 1,689 Topics
- 4,764 Replies
Multi Agent Group Tickets
We are adding more and more other departments to our Freshservice platform, such as HR and Payroll.Just looking for best practice / guidance when it comes to tickets/process where we each need to action certain elements, or need to compete a part and then pass on.In the scenario of multiple elements needing to be completed by the various departments (such as a role change, location change etc.), is it best to create 1 ticket and then create tasks that are assigned to each agent/group? How would the other Agents see the ticket / task if the ticket is on another group's board? How do the agents assign time to the task/ticket? When running reports, and an agent can only see their own Agent group, how does that get impacted if the ticket is sitting on another group?ORIs it best to create Child tickets from the parent, and assign the child ticket over to the other group? What happens to notes on each ticket, can they be seen by the other group's agents? Do all Child tickets have to be resol
Security/Sensitive Tickets and Group Access Restriction
Hi all,I was wondering if anyone has any suggestions on how to handle sensitive tickets which you only want one group to be able to see, such as in our case, Security tickets.Our use case is - we want to be able to have our users log a Security ticket which is only viewable to a portion of our Agents (Security experts & Major Incident Mgrs). Our current solution sucks - we have had to make the entirety of our FS restrict access by group, so they can only view tickets assigned to their group. This is somewhat a workaround, however it means that access and visibility for all non-Security tickets is poor and I run into a whole host of complaints and problems around people 'losing' tickets as they get moved around the support teams. It requires a lot of admin, trial and error, and is ultimately not remotely scalable. It seems ridiculous that there is no way to restrict access to a specific group, but I have to instead restrict access for every single group.Wondering if there's any sugg
New Forum for Freshworks App Developers!
We have recently launched forum for Freshworks developer community (https://community.developers.freshworks.com). We encourage all the developers to discuss queries, ambiguities, know-hows, and points of interest with fellow app developers and Freshworks’ engineers on the forum. Visit the forum to sign up and be part of the awesome developer community!Do you please mind posting the same question in the new Forum? We have moved all our experts to this place where you can expect faster help.
Unable to Fetch Requested For details in Get API requests
Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva
New Email Setup Required - No Warning Notice Sent out
I just stumbled on this article updated May 14, 2020 about change from Sendgrid to FS own mail servers. This is a big change as it would seriously impact users receiving emails from helpdesks everywhere. How is it possible a change like this can take place with no emails sent out to customers? No post here in the forums? Are we just supposed to find out when our customers stop receiving helpdesk emails?https://support.freshservice.com/support/solutions/articles/50000001087-migrating-from-sendgrid-to-freshworks-email-service
Keep statistic but not ticket content
How do you freshservice users out there handle tickets that you no longer have the purpose (GDPR) to store but want to keep the overall statistics for?Is there any way to clean fields like subject, description comments, attachements but keep ticket type and catagorys for example?
Probe Cisco Routers and Switches
Has anyone encountered issues when trying to scan an IP range for Cisco network devices? I have confirmed by SNMP v3 creds and the range, and what comes back is incomplete. Is there configuration on the Cisco device side that needs to be done to allow it to pull the correct info? Seems like the agents work great but the probe is lacking...
Error when uninstalling the freshservice discovery agent
Hi everyone, I recently tried to reinstall the Discovery Agent on a user machine and this error returned when uninstalling the Old Agent, I try to uninstall as a machine administrator, I also tried to install a new version that can remove the previous one and it always returns this software error, could anyone help? Windows 10 x64 system; thank you all
View More Issue
Hello. Is there a way to turn off the View More option in Service Request forms? It is impeding communication with the customer. It is more effective to not hide descriptive information and make the information accessible and easier for the customer to read. (In other words, many overlook the "View More", don't receive the information. Why hide it?
Incident closed in Freshservice don't affect PagerDuty incidents
Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad
Workflow Automator to allow approvers to make inputs on ticket
Hello. New Freshservice user here. I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator. We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain. We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance. I don't see a way to do this currently. Does anyone have a workaround?Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket.Thanks in advance.
Return Only Open Tickets
Is it currently possible to only return 'open' tickets when listing tickets in the API? I can totally understand not supporting custom status' but if I want to return "All currently open tickets from this year", do I have to cycle through all paginated requests (including stats on each call) and then filter the results myself? This wouldn't be a big deal except I feel that, even extending the per-page limit, this would result in a large number of API calls as the year progresses.It's possible I'm just missing it entirely but I've been through the API v2 docs a few times and have been unable to find a solution.Any thoughts are greatly appreciated.
SSO When Azure Domain & Email Are Different
I've opened a support ticket on this, but I'm posting here in case anyone might have dealt with this beforeWe're a hybrid local AD / Azure AD environment.We want to use the AD probe to import requesters, as most of our requesters won't ever login to the support portal, they'll just call us on the phone. However, if they DO want to login to the support portal I want them to be able to do it via SSO. The catch is that our email addresses are @ourcomp.com but our domain/how we login to azure/office365/sso is @ourcompany.comSo, the probe pulls our users in via AD with the email address of firstname.lastname@example.org. When the go to login to SSO they login as email@example.com and it says they don't exist since ourcomp.com <> ourcompany.com. I've tried creating a custom uesr field mapping and pulling in userPrincipalName instead of email from the local AD, but that doesn't seem to work. Anyone dealt with similar? Any ideas for a possible work-around?
Join the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
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.