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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.

  • 1,788 Topics
  • 5,149 Replies

1788 Topics

J
Apprentice
jpgallandApprentice
asked in Freshservice

Portal Customization

Hello,I would like to customize the portal by filtering the cards according to the user, the membership of a group, etc.I only know how to do it by hiding the cards with this script:<script>   CARDS = CARDS.filter (function (item) {    return item.url! = '/ support / approvals / pending' && item.url! = '/ support / catalog / items'   });</script>Thank you for your help.Regards,

0
J
Apprentice
2 years ago
R
Contributor
rreesContributor
posted in Freshservice

CNAME issues - can't rebrand

All,For the life of me I cannot get my custom portal URL to work.I've added the DNS record and TXT records but keep getting the below message in FreshServiceMain portal portal url: Required TXT record is not present or network issue with DNS propagationHas anyone had success?Much apprecaited.

8
J
Contributor
2 years ago
I
Contributor
idonnaContributor
asked in Freshservice

Canned Responses in Workflows

We’ve incorporated our checklists in Canned Responses (because we have extensive and need checklists). Is there a way to automatically add a Canned Response in a ticket? I tried to do this in a workflow but canned responses don’t seem to be an option.

0
I
Contributor
2 years ago
M
Apprentice
Mgauvin24Apprentice
asked in Freshservice

Employee onboarding reminders

Hello,For the Employee onboarding tool, I notice that you have go in and manually send out reminders each day if someone hasn’t responded to the “Employee Onboarding Request”. Did anyone else find this issue? if so, what did you do as a work around? 

3
P
Skilled Expert
2 years ago
A
Apprentice
amclaughlinApprentice
asked in Freshservice

Gathering Data from end user

We are looking for a way to add a questionnaire form to a ticket that the end user can fill out based on the issue they are having.  This is to help us save time of going back and forth with an end user to try and get all the basic information we need like who, what, where, how, etc…Also, looking to have it where our technicians can attach or add it to an existing ticket as needed.Any suggestions on how to do this?  I was looking at the custom forms, but that seems to only have you modify the base ticket form, and we are looking more for a add on or question form they can fill out that will add the information to a ticket.

3
guriakhan
Community Debut
2 years ago
Gerri3d
Apprentice
Gerri3dApprentice
asked in Freshservice

Office 365 Server - Tickets change the read status at outlook

Some employes still works on the outllok client.Is it possible that emails which are received and converted to tickets are still marked as not readed? 

0
Gerri3d
Apprentice
2 years ago
P
Skilled Expert
patricksawyerSkilled Expert
asked in Freshservice

Supervisor to modify custom field & Workflow that triggers off that change - It's not working, and looking for suggestions

I have a supervisor that will modify a custom ticket field.  I also have a workflow that is setup to trigger based on this supervisor.  So when the supervisor changes this field the workflow then gets triggered.  The workflow does not seem to get triggered by the supervisor’s change.

3
P
Skilled Expert
2 years ago
D
Apprentice
DamianCApprentice
asked in Freshservice

New UI; SLA reorder option gone?

Hi All,Anyone else missing the SLA reorder button since this went live? Old UI: New UI: 

2
mmccoy
Skilled Expert
2 years ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

Background color / image - Self Service Portal

Good day, how to change the top background image in Self Service Portal? I mean in my example the purple colored background.Thank you very much for your help.  

1
checho79
Community Debut
2 years ago
J
Apprentice
jjcxvApprentice
asked in Freshservice

Widget setup help please!

Hi there, first time poster so please be kind!I am looking to setup widgets for each of my Agents which shows the amount of tickets (and percentage as a whole) the have closed in the last 30 days, the average time taken to close tickets, and any SLA breaches they may have incurred.  Any help will be much appreciated. Thanks!

1
lindsey.chegwidden
Apprentice
2 years ago
cyeslyn
Apprentice
cyeslynApprentice
asked in Freshservice

Removing a location label under asset management

Hello,We have realized that we no longer need a child location for asset location. I have relabeled all of the assets with the correct parent location. I have checked over 10 times by creating reports to see if there are any assets reflecting the old location, and the report reflects that none of the assets have the old location label.How can I go about removing the unwanted location label? Thank you in advance for any help you can provide. 

1
M
Contributor
2 years ago
M
Apprentice
Mgauvin24Apprentice
asked in Freshservice

What kind of Canned Response have you used to promote your Self Service Portal?

Hello,I am about rolled out our new Self Service Portal in a couple of weeks and I was wondering what others Freshservice users used as a Canned response to let employees know that their ticket can be done through the new self service portal?

3
mravila
Community Debut
2 years ago
Theappideas
Theappideas
posted in Freshservice

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.

0
Theappideas
2 years ago
P
Contributor
prithi.pillayContributor
posted in Freshservice

Asset Auditing

As part of out operation requirements we are required to undertake asset audits.In the past this was easy as majority of assets were located in a office. With many users working from home, this is proving to be a time consuming task.We tested sending out a form where staff submitted the asset details and we did a comparison against what we had in asset register. This was a very manual, labour intensive process, and as things are constantly changing (Eg. users are returning/taking other assets, its a moving target)We are wondering how other organisations carry out this task? 

1
A
Community Debut
2 years ago
kjstech
Apprentice
kjstechApprentice
asked in Freshservice

New ticket status added - waiting for vendor - How to mark that this is still considered an open ticket?

I added a new ticket status called Waiting for Vendor.  I also added a field for agents called Vendor ticket number.  If we have to open a ticket with a vendor to help resolve the problem that was submitted in to us, we can change the status to waiting for vendor and if we have a ticket number we can key it in the vendor ticket number field. The only problem is that when the ticket is in this new custom status, it does not think its open anymore.  When your on the All Unresolved Tickets screen, the tickets in this status do not show.  Technically they are not resolved because we are still waiting for a vendor.  Some vendors can take a long time, weeks or months, and we could easily forget about these tickets if they are not in view.  Tickets in this status do not show up in My Open and Pending tickets either.How can we program custom ticket status fields to still signal to the system that its an open ticket?

2
kjstech
Apprentice
2 years ago
D
Contributor
dstevenContributor
posted in Freshservice

Project Management?

Has anyone utilized Freshservice (or Freshdesk for that matter) in any type of project management capacity?We've experiment with using problems as "projects", since a project is going to have a change and release associated with it.There's also usually a incident as well to keep that as the communication with the person requesting the project. If the project request is someone in the IT department, we haven't been creating an incident ticket in those situations.The main challenges were facing with this approach1) Sorting and filtering of problems (and changes and releases for that matter) pales in comparison to sorting and filtering of tickets. There's not "All Unresolved" problems view and no way to "create" one. I posted a feature request, https://support.freshservice.com/support/discussions/topics/304139, for that. Please go vote it if you think you'd like it.2) Using Problems as proejcts seems like we're doing it wrong.Anyone have an suggestions or ideas?

11
P
Skilled Expert
2 years ago
G
Apprentice
Graeme DoyleApprentice
posted in Freshservice

Projects Module - Limitation with Editing and Saving Changes

There seems to be a very serious limitation with the Projects module in Freshservice. Essentially, you have a ONE TIME opportunity to enter the name of a task or sub-task because if you make a mistake, you can’t save any rename edits - a “pen” icon is there that allows you to type in a new name, but there is no “save” option to apply the change.As well, there is no ability to re-order tasks or insert new tasks between existing tasks. So you better get everything right the first time!Freshservice, why is this such a glaring shortcoming of the module? It essential makes it useless...unless I am missing something here.

1
G
Apprentice
2 years ago
S
Apprentice
sbangerterApprentice
asked in Freshservice

Topics that appear in the search but not in one of the sections on the landing page

When I create a new topic, it is automatically applied to one of the blue boxes on my landing page, as shown below. Is there a way to add a topic that can be found in the search results but does not appear under one of the blue boxes?

0
S
Apprentice
2 years ago
I
Contributor
ian.mcguinnessContributor
asked in Freshservice

Webhooks change the requester

Hi,This may be a basic question but it’s just not making sense to me.I am going through the user onboarding process and trying to customise it for our company.As it stands, someone in HR initiates the request including the reporting manager (selected from the staff list).  That then goes to the reporting manager to fill in details etc and submit. The process then creates the master ticket and all required sub tickets.  All of the sub tickets have the original HR staff member as the requester.What i would want to do is change the sub ticket(s) requester to be the reporting manager. the master ticket can remain with HR.I was told that i could do this via webhooks.  I haven’t used them before and i have looked at several articles and forum posts. I’m guessing that it is a PUT not a PATCH and I think i have the correct Callback URL “ https://COMPANY.freshservice.com/api/v2/tickets/{{ticket.original_id}} ” and i assume i will need to put in authentication (still need to work out where to ge

7
P
Skilled Expert
2 years ago
Mweilyian
Apprentice
MweilyianApprentice
posted in Freshservice

Freshservice API calls in Workflow Automations

So, this topic has crossed my mind a few times after requesting something from the development team. This setup is best used for MSPs that heavily rely on time tracking.My theory is to use the webhook capability of Workflow Automations to call on Freshservice’s API. The original reason for looking into this would be FS’s lack of proper time-entry automation points, so I figure, we can make our own. If anyone has played with this already, please post about your experiments!I am going to dive into this today, and I’ll update with my results.

1
Mweilyian
Apprentice
2 years ago
P
Apprentice
paul_21211Apprentice
posted in Freshservice

Automating File share access request approval

Hi all,Not sure if this is the correct place for this or not, apologies if not.Is there any way to automate access requests for file shares/ shared mailboxes etc?We are looking for a way to have a dynamic list of available file shares, mailboxes etc, which the user can request through the portal.There would then be a workflow to send an approval request out, depending on which share the approver will vary, and depending on the result of the approval it will either be passed to the correct queue for fulfilment, or rejected and the requester emailed.I'm fine with the 2nd half of this, the automating rejection or approval, but struggling to get the first working dynamically.For example I understand we could do a workflow for each request, based on share name, but then we would need to add a new one each time we create a new share.So I am looking for a way for Freshservice to read a file with a list of shares, or ideally browse the server, and assign an approver to it based on which resour

1
martinbaylis
Community Debut
2 years ago
K
Apprentice
kishore.naiduApprentice
posted in Freshservice

Consecutive failed logins limit exceeded, account has been temporarily disabled.

Appreciative if anyone can provide a bypass for the error "Consecutive failed logins limit exceeded, account has been temporarily disabled.

2
R
Community Debut
2 years ago
A
Apprentice
aqwest.storeApprentice
posted in Freshservice

Invoice did not send

Need Invoice for record purposes but was not sent to email address and support is sending me random ones not from my freshservice.

1
rajagopal.baladhandayutham
2 years ago
D
Apprentice
dawn.smithApprentice
posted in Freshservice

Report not calculating % properly

Hi, I have the below report and I want to show % breakdown of tickets by source. Each month should add up to 100%, even in the current month which isn't complete yet, but it's splitting the 100% across both months. Does anyone know how to get round this please?

0
D
Apprentice
2 years ago
S
Apprentice
salvador.eApprentice
posted in Freshservice

Best process to convert resolved tickets to solutions?

I would like some input on the best process to create a solution article from tickets that were reported and resolved. As of right now there is no 1-click functionality from the ticket itself that I'm aware of. What have you done with your help desk to ensure you are taking the most efficient path to create solution articles?

2
M
Community Debut
2 years ago

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