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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.

  • 1,816 Topics
  • 5,230 Replies

1816 Topics

M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

Using Knowledge Base\Solutions for Public Portal and IT Wiki

We are just beginning to implement Freshservice, and have a question about using Solutions for the Requestor portal, as well as for an internal wiki for agents.  It doesn’t look like we can publish at the Article level, only at the Category level, so is there a recommended way to organize Solutions so that we can share certain articles, without having to duplicate the structure for agent vs requestor viewing?  For instance, we started to organize by Categories: General Information, Procedures, Forms.  Within Forms, there will be certain Articles for the requestor portal, but other Articles for internal agent use only.   

2
M
Skilled Expert
3 months ago
H
Apprentice
HDd.JohnHApprentice
asked in Freshservice

FreshService Project Tasks

Is there a way of closing/resolving a task when it is linked to an incident or request.  i.e. If a task is linked to an incident and that incident is set to resolved can the task also be set to resolved without having to remember to update the linked task or at least a warning/notification that there is a linked task.

0
H
Apprentice
2 months ago
K
Apprentice
kamper249Apprentice
asked in Freshservice

3rd party support - open a ticket in their ticketing system

Hello, We use a 3rd party support group for a couple of our international locations. They use their own ticketing system and are not a part of ours. It was brought to my attention that there is a way to use fresh service to open a ticket within their system. Then when they close the ticket, it will set the status to closed in our system. Has anyone done this and how/where do I go about doing this?    

0
K
Apprentice
8 months ago
T
Apprentice
tinanauApprentice
asked in Freshservice

PowerBI/Freshservice Integration Project Data

I see that we can connect to PowerBI using the ticket analytics.  But I don’t see the same functionality for Project Analytics.  Does anyone know how to connect project data to PowerBI?Thanks!

0
T
Apprentice
4 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What do the employees that don't use your IT service desk think of it?

Two of the key stats in this Forrester Research report...62% of employees avoid the IT service desk 58% of employees live with ongoing problems that the service desk can’t fix.While stats such as these are important to know, what’s more important is understanding why.Have you ever looked at this issue in your organization? Please share your thoughts and successes.(A periodical customer satisfaction to all employees, rather than after every nth ticket, will help but only if people respond and there’s a question that can source the insight you need).   

2
manns
Skilled Expert
8 months ago
TagMan
Apprentice
TagManApprentice
asked in Freshservice

Service Request Fulfilment Asset Company Filter

We are running Freshservice in MSP mode and are investigating the appropriateness of using Freshservice over other Asset Management platforms. As we would be looking at managing assets for a number of clients we were wanting to understand how we could have the list of In Stock assets pre-filter based on the company associated to the ticket?We are wanting to ensure that our agents don’t accidently select a device associated to the incorrect company. 

0
TagMan
Apprentice
10 months ago
A
Apprentice
alexbuttApprentice
asked in Freshservice

In the portal, how can I detect if a user is in a particular group of requesters?

I want to display a particular button but I want it to be available for only a requester group with the name “tech support” after they logged in to the portal. How can I do so? I know to detect when logged in is using {{#if portal.logged_in}} but how can I detect if they are in the requester group “tech support”? Thanks

1
afautley
Skilled Expert
3 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Freshservice

bug report: multiple Approvals to same person do not display

I may have encountered a bug: I have several procedures which require approval.There are occasions when two different systems will have the same approver, so I need two distinct approvals from this person.  But when I put in the second approval, it either overwrites the first or just doesn’t post. Has anyone else had this issue?

2
PatrickMurphy
Skilled Expert
4 months ago
D
Apprentice
dparishApprentice
posted in Freshservice

Ticket Category Entries Reorganize Themselves

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.

7
rajagopal.baladhandayutham
3 years ago
I
Apprentice
it-serviceApprentice
posted in Freshservice

critical problem with service catalog template

Hi together,    today i experienced the following critical problem: We already had a service catalog template called "access permissions".  With this the users were able to ask for some permissions.  Inside of this template there was a single line text field.  This template was used very often before. After each request for permissions an email was sent to our managers for approval.  Now i edited the template: I deleted the single line text field and added a paragraph text field. The template is working very well. BUT:  In all of our old tickets who was based on this template the content of the single line text field was deleted.If we would be a larger iso certified company, this could be a game changer!How can this be? For me this isn't the meaning of a template, right?Is this a bug or feature? ;-)Looking forwar to hear from you.

3
T
Community Debut
4 years ago
G L
Apprentice
G LApprentice
asked in Freshservice

Tracking ISP/Broadband

New Freshservice user. I’m looking for best practices for tracking our ISP/broadband services (we have many.)The closest I can find is to set up ISP as a “hardware” type of Asset, so I can attach a Vendor. That more or less works, but it adds to the asset several things we don’t need.If I look to set these up as a service (most logical), I can’t associate a Vendor.If I set up as a Contract, I can’t associate a location.Ideally, these would be considered Services with an associated Vendor and Location.Maybe I’m just missing something due to being new to the product.

1
sanofar.allahpichai
Community Debut
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Chat (rather than chatbot) success?

Has anyone found the winning recipe for using human-based chat for IT support rather than other channels? Or have the growing capabilities of chatbots made this channel almost redundant? I’d love to hear some success stories and/or opinions. Thanks :)

2
manns
Skilled Expert
10 months ago
G
Apprentice
gary.lloydApprentice
posted in Freshservice

restricting knowledgebase articles to certain people within one customer

I support one customer and there are approx. 50 employees with access to the service desk/knowledgebase. I would like to be able to restrict access to certain knowledgebase articles to certain groups of people. Can I do that? if so how?

1
S
Contributor
9 years ago
S
Skilled Expert
saifali.shaikSkilled Expert
posted in Freshservice

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.

0
S
Skilled Expert
3 years ago
ayounkh123
Top Contributor
ayounkh123Top Contributor
asked in Freshservice

Updating New Created User Manager field

Dear Community,I am having trouble in updating the newly user manager directly using your APP Node in Freshservice.I am currently fetching the Manager from the Users Field as per below – Source is FS All UsersSee Below the form which user can click and use drop downProblem here is very frustrating – I have already added the thread below for Manager Field in the APP Action Update User Node. (Below)However if I test this with the user name only, it is successfulMy Problem is now, How can I let your APP only search for the user name ?Currently in the Manager Field on Form its selecting the whole thread of display name,.I JUST WANT IF HR SELECT PARTICULAR USER, THEN SYSTEM ONLY FETCHES THAT USER USERNAME IN ADHope all clear ? attached are the picture for your referenceLooking forward to some suggestions from the communityRegardsAyoun

2
zachary.king
Skilled Expert
7 months ago
alephtaph
Contributor
alephtaphContributor
asked in Freshservice

Igel thin client

Hi everyoneDid anyone manage to discover Igel thin clients to the Freshservice assets? If so, would you mind sharing how?Thank you.

1
rajagopal.baladhandayutham
1 year ago
D
Apprentice
DevonGansebomApprentice
asked in Freshservice

Microsoft AD Orch

Has anyone found a way to assign a primary AD group with the AD Orch App?Currently we are trying to create a “Limited” user account that does not get assigned to the Domain Users group. I need to assign another group as Primary before I can remove the user from the Domain Users group, but I am not able to figure out how to do that with the Orchestration App.  Any help is appreciated 

0
D
Apprentice
8 months ago
N
Apprentice
nicolas.charpentierApprentice
posted in Freshservice

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

1
S
Skilled Expert
3 years ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
posted in Freshservice

How do you manage Context Switching while working in a support role?

I find myself actually spending a lot of time setting up my workflow to maximize efficiency. Which seems counter-intuitive initially  but has allowed me to increase my productivity once it is in place. One area that I still struggle is the element of context switching, or bouncing back and forth between different software.So I’m curious...what suggestions does anyone have to improve this component of productivity and efficiency? Especially in the realm of utilizing Freshworks products and integrations.

1
Jeannie_Walters
Skilled Expert
1 year ago
Jason3DR
Apprentice
Jason3DRApprentice
asked in Freshservice

Custom Asset - Linked Components?

I am adding Drones as an asset, I would like to require creation of a controller asset when someone adds a drone. Can anyone point me towards a good reference? 

2
vijay_2am
Skilled Expert
1 year ago
R
Apprentice
rickoberholzerApprentice
posted in Freshservice

Activation E-mail

How do I re-send an activation e-mail or do I need to reset the requester's password.Thank you

1
M
Contributor
4 years ago
D
Contributor
dmillsContributor
posted in Freshservice

Asset search bar disappears

It seems anytime you use the asset filters in the assets list the search bar disappears and will not return unless you refresh the page

2
S
Contributor
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Freshworks IT Service Desk Benchmark Metrics Discussion Recording

The discussion on IT service desk metrics and the Freshworks benchmark data is now available:  

0
manns
Skilled Expert
11 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

How good are your ITSM processes/practices?

One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management. How are you doing in respect of the following processes?   Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3% Incident Management 17.1% 67.1% 13.2% 1.3% 0.0% 1.3% Self-service 8.0% 25.3% 42.7% 14.7% 5.3% 4.0% Problem Management 9.2% 38.2% 34.2% 10.5% 6.6% 1.3% Event Management 12.2% 33.8

0
manns
Skilled Expert
1 year ago
Bethany Wesley
Contributor
Bethany WesleyContributor
asked in Freshservice

Has anyone integrated Freshservice with cornerstone or globalscape?

Has anyone integrated Freshservice with cornerstone or globalscape? If so, do you have any advice? Or Hot tips?

1
C
Community Debut
7 days ago

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