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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.

  • 1,683 Topics
  • 4,747 Replies

1683 Topics

S
Apprentice
srujan.kothapalliApprentice
posted in Freshservice

Ticketing via email

How can I disable the feature in order to create the ticket if any agent or requester send email to helpdesk email ID.

2
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Apprentice
2 years ago
I
Contributor
idonnaContributor
posted in Freshservice

Switch Agent feature question

I seem to only be able to see one agent in the Support Portal when I click on "Switch Agent'. I cannot find any other agent using the Switch Agent search tool. How can I assume identities of other agents so I can see what they can and can't do? Thank you.

2
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Community Debut
2 years ago
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Apprentice
pat.longApprentice
posted in Freshservice

Understanding the process of asset management data capture.

Once we install the probe or the agent does the data captured get sent to the cloud for reporting or does it go to designated server for reporting? I am unclear and it's been a few years since I used Freshservice.  

1
sanofar.allahpichai
Community Debut
2 years ago
D
Apprentice
derek.yatesApprentice
posted in Freshservice

Change / Problem Requester not searching

When a Change or Problem is created the Requester search is not working.  You can manually type in the full email address as a work around, but we'd like the names appear below as found in ticket creation.

1
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Community Debut
2 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
D
Apprentice
danishmalik6363Apprentice
posted in Freshservice

fresh service

Will this allow our requesters to approve tickets that need their approval too?That would be a huge feature we'd utilize.

1
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Community Debut
2 years ago
C
Apprentice
ccalafApprentice
posted in Freshservice

Service Catalog Item with subtask

We are migrating to FreshService and would like to build a service catalog item with multiple subtasks. For instance, a new computer is requested, the Service Desk Manager must place the order. The second task will be for the person building the computer. I cannot add the tags to the catalog so I thought I would create a workflow item. Another option is to create Scenario Automation that can be executed by the Server Manager. Any suggestions?

1
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Community Debut
2 years ago
G
Apprentice
gerben.beemsterboerApprentice
posted in Freshservice

Unfair API credit reduction

Hello,While testing the API I noticed that the credits get charged without extra data being yielded. Eg:   /api/v2/changes?include=requester,statsThis charges the credits by 3 credits while nothing extra is being returned. It yields the same result as  /api/v2/changes This also happens when calling the (none-public) problem API. /api/v2/problems?include=requester,statsI understand that this is easily bypassed by using the API properly, but I find it unfair that we get charged which these credits without getting any benefit from it.Kind regards,Gerben

1
G
Apprentice
2 years ago
D
Apprentice
deadofknight83Apprentice
posted in Freshservice

Error: Attaching File to FreshService Ticket

X-Request-ID = 85ede6e5-3960-4cba-a2f1-182369bba9bcI'm getting an error messageRest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {"code":"internal_error","message":"We're sorry, but something went wrong."}when trying to create a ticket with an attachment. Can you give any feedback?   

0
D
Apprentice
2 years ago
S
Apprentice
sswinfordApprentice
posted in Freshservice

API Post Reply not notifying Requester

Part of our onboarding PowerShell script is an API v2 call to post a reply back to the ticket with the new hire's login information. This script had been working fine for the past few months and replies posted via API would also be sent to the Requester.At some point in the last few weeks however, requesters no longer receive a reply notification when the API post is made. We have not made any changes to our script.

1
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Community Debut
2 years ago
M
Apprentice
michael.groterathApprentice
posted in Freshservice

IT assets handover protocol

Hi,I believe you All know the Situation, when a User gets new Assets like Notebook, Smartphone and so on. At the moment we handle that in an my mind old fashioned way. When we sent out the assets to our user, we add an Handover Protocol with the hope that they will sign it and mail it back. But it allways not work and we always have to ask again and again to get it backNow I brainstorme since days how to handle it a smart and digital Flow, for making IT Asset handover in a better way than now.I would be interessed to know, how do you handle it in Freshservice ? Has anybody of you a good Process or Idea how to make full digital and easy for the user ?

1
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Community Debut
2 years ago
R
Apprentice
robert.bandsuhApprentice
posted in Freshservice

Integration with Azure DevOps

Has anyone ever been able to successfully use the webhook to connect with Azure DevOps?

1
sanofar.allahpichai
Community Debut
2 years ago
H
Apprentice
hazel.mcphersonApprentice
posted in Freshservice

Next / previous buttons

In Freshservice I have an agent who reports that the actions associated with the next / previous ticket buttons are reversed. EG click next, go backwards. click previous, go forwards.Has anyone else experienced this?

1
sanofar.allahpichai
Community Debut
2 years ago
E
Apprentice
edward.scholesApprentice
posted in Freshservice

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

3
E
Apprentice
2 years ago
M
Contributor
mshaferContributor
posted in Freshservice

Best practice for requesters that are no longer company employee's

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view.What is everyone's practice for dealing with former employee requesters? Do you purge them or something else?What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

19
H
Contributor
2 years ago
A
Apprentice
ahApprentice
posted in Freshservice

Api - count of all created tickets

Hi - I already went through the articles that might be related to my problem but couldn't find any solution.  I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets  But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view! Maybe I missed something in the Api documentation. help please :-)

9
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Community Debut
2 years ago
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Skilled Expert
martin.jSkilled Expert
posted in Freshservice

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

5
M
Skilled Expert
2 years ago
J
Apprentice
jose.colonApprentice
posted in Freshservice

Closing Parent Child Tickets with Mandatory Categories

Hi,I may be missing the option here but I would like to my Child tickets to inherit the Categories(including Sub Categories) from the Parent ticket when its closed. We are currently using the Ticket Closure Rule "All associated tasks should be completed" which almost makes the Parent - Child function useless if we also have to go in and assign categories for each of the child tickets before closing. Anyone else stuck in this situation?

1
sanofar.allahpichai
Community Debut
2 years ago
S
Apprentice
shaun.cousensApprentice
posted in Freshservice

How to replace Portal Icons?

Morning,I was wondering if anyone is able to assist me please? We are currently setting up our portal page with FreshService, I used to do HTML coding however it have been sometime, can anyone assist with how do I go about replacing the Portal Icons?  

4
J
Community Debut
2 years ago
S
Apprentice
stefan.treboApprentice
posted in Freshservice

Reporting/Analytics: List of Service Catalog requested items

 Hi, i tried for a long time now, but i wasn't able to create a list of requested items in a certain period of time (from the service catalog) with the following fields:Req. Item name, Department, and very important: the time sheet associated (time spent)Somebody with the same need here ?Stefan

1
P
Community Debut
2 years ago
M
Apprentice
marknelson.soneticsApprentice
posted in Freshservice

Ticket Properties - Category - Sub-Categories

Under the sprout plan, is there a way that I can add selection values to the Category - Sub-Categories section of a ticket properties?I've searched around on the Solutions and Forums as well as in the Admin panel and I'm not seeing any area where I can modify the Sub-Category of Software from the default selections of : MS Office, Adobe Reader, Windows & Chrome.

5
A
Community Debut
2 years ago
W
Apprentice
whitney.stewartApprentice
posted in Freshservice

Using Workflow Automator when a Task is Assigned

Hello,I am trying to create an automatic workflow for when I create a task assigned to a specific ticket.  I only want an email to be sent to one person, and not everyone that is currently assigned to the specific group in which the ticket resides.  For example, I have a ticket assigned to the Fleet group.  I then add a task to that ticket, that is assigned to a specific person.  Currently how things sit, the person the task was assigned directly to receives an email notification and additionally all the employees in the Fleet group also receive an email notification informing them of the task creation and assignment.  I would like to only have the person the task was assigned to get an email, and not everyone from the group.  In the Workflow Automator I cannot see where i can choose specific email notification rules once a task is assigned, which is where I had assumed I should try to place my workflow. Thanks.

1
P
Community Debut
2 years ago
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Apprentice
juan.gonzalezApprentice
posted in Freshservice

Trash folder under the Asset Hierarchy don't appear

Someone have the same problem?I tried to find the trash folder but it don't appearCould it be due to an update of the administration portal?

2
J
Apprentice
2 years ago
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Skilled Expert
patricksawyerSkilled Expert
posted in Freshservice

Onboard - Kits

I am unable to get Onboarding Kits to operate correctly.  Everything is defaulting to the default onboarding kit.I am also unclear if a new hire can have multiple onboarding kits or if they can only have one.

1
P
Skilled Expert
2 years ago
S
Contributor
sathyanarain.muralidharanContributor
posted in Freshservice

Canned responses

Canned responses in Freshservice help you save time by creating stock replies to tickets. While replying to tickets, the agent can choose to quickly reply with a canned response.Look for the canned response icon in reply to ticket view as shown below.It brings up the list of canned responses you have already created.Select the desired canned response and hit send.BONUS TIP:Next to the canned responses icon, you see a knowledgebase icon. Click on that to bring up your solution articles. You can choose to reply to the ticket with a specific solution article.It works the same way as canned response. We have gone one step ahead and let the agent choose if he wants to just send the solution link or the solution content to the user.

1
cmcewen
Top Contributor
2 years ago

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