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Is there a way to include all previous agent/requester replies and public notes on all email conversation on a ticket?Right now we're just using the default email template, so when an agent or requester responds to updates on the ticket by email, the other person only can see the content of that single message and has no conversational context of the ticket history without going back into the Freshservice portal.
I am pulling my hair out trying to work out how to set the default incident priority to Medium. Support have told me to create a workflow to change it at creation but by doing this is sets all newly raised incidents to Medium regardless of what the agent sets or what rules you put in place. I am not sure if this is a bug or by design by its incredibly frustrating.Has anyone been able to overcome this?
When using Freshservice in MSP mode, it appears that the activation emails are inconsistently branded. The activation URL seems to have been set appropriately for the user, but the email address sending the notice was not the appropriate one, and the ticket.department tag seems not to fill at all.
Appears to be a bug in the contract module: If you have "Make the 'approver' field as mandatory" unchecked.1: When you create the 1st contract it works fine and contact is auto approved.2: When the contract is up for "renewal" you must manually approve the contract even though the " Make the 'approver' field as mandatory" box is unchecked.
Hello AllFirst time post on here, hoping someone can help.Following Windows update to our server (Windows Server 2016) last week, we are unable to logon to Fresh Service. We have not been able to use the service since Friday. We are an organisation who like to stay updated with security updates. None of our other systems or applications have been affected, just Fresh Service. Our Fresh Service support person is saying it is due to Microsoft KB4340556 .NET.We attempted to roll back but that broken the server. Had to restore from a backup. Has anyone else experienced this?
When a requester uses the search bar in the portal, solution article tags are not included in the search (only the title and article content). However, when they type in the subject line of of the new ticket form, the suggested solutions tool does search the tags (which is ideal).We've found it to be a best practice to use tags for alternative search methods such as abbreviations, common misspellings, and system names (which may not be in the solution title or article body because it is the category or folder name). This allows us to avoid having those search terms visible in the solution article.
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 - ?
Hi Team,We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.
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?
We keep our ticket categories alphabetized. There is a bug in freshservice that if we add an additional category and save it, it puts it in whatever order it wants.In order to get it like we want it, we have to delete all of our categories out, save it, and re-paste all of the categories back in and save it again.Please fix this.
Is there a way to automate a service request when a return date of an asset is met? we deal with temporary assets frequently and are looking to streamline the assert recovery process. when a return date of a specific asset is met we would like to automate a revoke request to begin the recovery processAny assistance would be greatly appreciated
Has anybody else determined a workaround for the silly behavior of the Used By field in the CMDB? The Used By field gets updated to the last user to log into the device. So if you are using the CMDB to track what assets are assigned to which users, then your assets are going to move around if anybody else logs into the device. When you have a lot of assets, it essentially makes using the CMDB to track them pointless.I looked at creating another custom field to store who the device is assigned to, but the Used By field is more of a "first-class citizen" for other areas if the system, like reporting. And you can't have a custom field whose datatype is "requestor". Any ideas? I asked Fresh Service support and were pretty indifferent about that glaring oversight.
Few times per day we receive new tickets which are created out of response to already existing ticket. We have to merge those with their original sources. The issue lays within HTML tags, what we have discovered in a following way: 1. We use two kinds of Mail accounts – Exchange (Outlook) and MDX 2. We supposed that new tickets are created from responses sent by MDX accounts 3. We have created a ticket 4. Two responses were send and both were saved correctly within one ticket record 5. We have changed one option in settings of a mailbox -> Compose settings, where we disabled option "HTML Compose". 6. Two another responses were sent -> new tickets were created. DDoes anyone have any idea how to solve this?
I am designing a service request and need to add a couple of paragraphs of text. I have tried to include one as the Field label for a paragraph text, but there is too much and it cuts off. Have I overlooked the option somewhere for this as I can't believe other people don't put prompts or little guidance notes on their forms.My online chat helper seems to have gone awol for the last 45 minutes so thought I'd post here.
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