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Automate ticket tags
Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.Is it simply not possible to access this with js? Just being a noob with js and fd, I feel totally clueless. Adding my own name automatically to the tickets I handle should not be that very difficult or did I miss something? Even trying with use of slow /canned responses, may I also set the ticket properties and tags /c ? Been made to improve productivity and if this /canned1 response is suitable for 80% of my tickets and 90% of them are incorrectly ticketed. It would be great if there is an option to do so. In-case this is simply not possible to achieve for us agents working with FW- Are there any fr
Ideas for designing the Support Portal
Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.
How to Edit Requester Photo
Since we upgraded to Freshworks Organization, we lost the ability to edit photos for requesters, agents, etc. Looks like the only way you can do this now is for your own account. Is there something I missing? When clicking Edit Profile, there’s no tab that includes the photo. Do we need to turn something on in the admin section??
New to FreshService
Hi,I am relatively new to FreshService.I assisted in the bulk implementation and configuration.Our Council went live with FreshService July 1st last year.I know that we have only scratched the surface on what FreshService can do for us and was hoping to get/share some ideas with other FreshService Agents on how to improve it. Thank you,Jim Dumay
Ideas for Service Catalog Items?
Hello!Background - I manage the Help Desk/Service Desk for Asbury University in KY USA. We're SLOWLY implementing FreshService for our campus. We're at the process now of differentiating between Incidents, Service Requests, etc. and teaching ITIL to our staff (we haven't previously used ITIL or FreshService). I was wondering if anyone out there had a good running list of services they provide to their organization/business/campus? Here's a preliminary list of services we came up with. Please note that we aren't presently including Employee Onboarding items that are non-IT (like we don't provide Office Supplies, Physical Keys, etc.)Access Requests:ID Card AccessNetwork Share AccessEmail Account AccessERP System AccessCRM System AccessITS Ticketing System AccessReplacement Technology Requests:Laptop UpgradeDesktop UpgradeMobile (Cell) Phone UpgradeDesk Phone UpgradePrinter UpgradeScanner UpgradeDocking Station UpgradeNew Hardware Requests:New LaptopNew DesktopNew ScannerNew PrinterNe
Small Team consolidated view
Hi,please excuse if this has already been asked - I am new to Freshservice and we are a very small team in IT, although expect to grow. I am confused about the workflow for auctioning problems over incidents and would like a single view for all outstanding issues that we need to solve, together with a calendar view of all due dates. I have searched but not obviously found an answer - anyone able to help steer me in the right direction either for functionality of workflow
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
About Right Service Metrics
Hello Everyone, Since many executives rely on information in weekly, monthly, and annual reports to make critical business decisions, there is simply no time to waste. What if your analytics module could quickly gather insights about your service desk metrics? Fresh service, which uses Natural Language Processing algorithms to generate widgets by simply posing a question.For example, you can simply ask, “What is the average resolution time of tickets by agents?”. Function will process your questions by applying the right criteria and will return the results in no time. What is the process to do so? Please guide
How does Freshservice compare?
This may seem like an odd question but I have recently applied for a position as an administrator for Freshservice. I have experience with other ITSM tools (Supportworks, Ivanti Service Manger) with admin, configuration and customisation and have looked at the Freshservice Academy Freshservice Administrators course. From an admin and config perspective, everything looks fairly standard and intuitive so I don’t have concerns about that. At the moment I’m unsure what level if any of development/customisation might be expected in the role but in preparation I wanted to see if I could get an idea of how that aspect compares to other products? Do any Freshservice developers have experience with other tools and can they give me their thoughts on how they compare?Thanks in advance!Stace
[Contest Alert] #ITMadePawssible with Freshservice
Are the mid-week blues taking over your day? We know a fun way to cruise through those blues. Paws-IT and beat that mid-week slump by taking part in our exciting event! Freshservice is celebrating "Take Your Dog to Work Day" on June 25th and we are organizing a special contest for all pet-parents and dog lovers out there. Here’s your chance to win a special goodie basket filled with treats for your canine companion. You will have to: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog Tag us @freshserviceapp with #ITMadePAWssible We will be announcing three lucky winners on June 28th. Hurry up and send us your entries by June 25th!
Which Freshservice feature makes you smile most?
Sometimes it’s the most unexpected things that make us smile most. In terms of your use of Freshservice, is there something - no matter how small - that makes you smile more than anything else? Please let me know via a reply and hopefully you can be introducing others to great things that they might not know exist in Freshservice.
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
Admin Api key
Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.
Request API - concurrency
Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.
Ways to Involve More Stakeholders in the Employee Onboarding Process in Freshservice
I am trying to setup my company’s onboarding process within Freshservice. One issue I have found is the lack of involvement of other Stakeholders in the Freshservice module. My company has four stakeholders not including the employee (who isn’t involved in our process). I would like for the reporting manager to select items, then depending on what is selected an automated email be sent out to the stakeholders notifying them of this. I would like to know if anyone has found a creative workaround for this and has successfully involved more stakeholders in the process. Freshservice team, we need more stakeholders!Thank you.
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