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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.

  • 1,671 Topics
  • 4,720 Replies

1671 Topics

S
Apprentice
sothpawsouthpawApprentice
posted in Freshservice

Report/s of Assigning Tickets to Agents

I'm curious if there's a way to run a report to see how many tickets are getting assigned to one or all agents within Fresh Service?Thanks in Advance!Steve

0
S
Apprentice
4 years ago
C
Contributor
c.payneContributor
posted in Freshservice

How do people organise Loaner items?

Hi all,Wondering how people organise the tickets/service requests for loan items that you manage?  Given that the ticket status and loan item Stage status don't appear to have any interaction, we have needed to use additional custom Status settings for "Awaiting Loan" and "On Loan", to avoid having multiple upcoming requests cluttering the open status tickets lists, but still have to change the Stage of the loan on top of this.  Anyone have suggestions on improving this workflow?Craig. 

4
J
Contributor
4 years ago
H
Apprentice
hannes.vorholzApprentice
posted in Freshservice

Asset Update by API changes the asset_state

Hello, when we try to update an asset using the API the asset state is changing to "In Stock" e.g. done with Postman

2
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Community Debut
4 years ago
A
Apprentice
aakritichApprentice
posted in Freshservice

Authority for approval

 Hi Team, I have a query and would appreciate if it could get resolved asap. ** The Reporting managers are not been able to approve the ticket raised by requesters.

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A
Apprentice
5 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
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Community Debut
2 years ago
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Contributor
ngriegoContributor
posted in Freshservice

Support Team Publishing Unconfirmed Changes

There have been several instances in the past week alone, where the Freshservice Support Team have agreed to make some code customizations to our Portal. Yet when the changes are implemented, I find that our Portal is completely missing some functions and features... This is completely unnacceptable. I understand that sometimes code doesn't work and can be troublesome to get it right, however what I fail to grasp is the lack of quality control on a LIVE user's instance. It seems as if no one is confirming the work before 'resolving' the issue. Very frustrating. Anyone else experience this as well?

2
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Community Debut
5 years ago
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Apprentice
jparadisApprentice
posted in Freshservice

Tickets VS others tasks (projects?)

Hi everyone, I'd like to know if you have tips on how to separate/manage tickets created in Freshservice (free plan) VS other tasks, such as "Study Server 2016" and "Create a new AD domain". I'm using Todoist right now and just installed Freshservice. I'm in the process of configuring it before asking my users to send me request that way. Thank you!

0
J
Apprentice
5 years ago
I
Contributor
it_14069Contributor
posted in Freshservice

Insecure URL links - able to re-use login hash

Hi, We use SSO internally for our Freshservice platform. I've noticed that its extremely easy to log into someone else's account if you have the hash but putting it at the end of the URL, for example "&hash=8c4ceaa5ba06561b2cf5ac66f88d7d49" (this is not a legitimate hash). There are no controls on how this hash can be used so I can litterally walk up to another machine and use that hash to log in as an agent. Surely this hash should be stored and processed more securely?

1
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Community Debut
5 years ago
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Apprentice
info_16643Apprentice
posted in Freshservice

Forwarding email from agent mailbox to support mailbox

Dear all, As discribed here: https://support.freshservice.com/support/discussions/topics/304051 ... agents should be able to forward messages directed at their personal adresses to the support address while preserving the original sender's address. In this discussion is stated that it isn't working when using Outlook, because Outlook supposedly is stripping the originating mailaddress form the headers.  Outlook isn't, it preserves the originating mailaddress. I could send you some screenshots, but will not post them here for privacy reasons.  I would like very much this feature to work, because users will keep sending to agent's addresses, how many times you ask them not to (as do others, because this question is popping up every once and a while in the forums). By my own experience, this feature is a working feature within Zendesk, so technically it should be possible. Kind regards, Marco Visser

5
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Community Debut
2 years ago
G
Apprentice
glucasApprentice
posted in Freshservice

Unmerging Tickets

Hi everyone, Is there a way we can unmerge 2 tickets that have been merged?  I know there are times that it happens accidentally and would like to have it undone. Looking forward to hearing back from anyone who can assist.

3
V
Community Debut
3 years ago
C
Apprentice
carlosgamitoApprentice
posted in Freshservice

Convert requester to an agent fails

Hello, When I select an existing requester and click on the option "Convert to an Agent -> Full-time Agent" the page refreshes but the user is not converted. I've tried this with the latest versions of Firefox and Chrome on MacOS 10.13.3 (17D47). Thank you, Carlos Gamito

1
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Community Debut
5 years ago
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Apprentice
chrisbApprentice
posted in Freshservice

Replying emails not going though

I currently have an exchange user setup as helpdesk@domain.com which forwards into the freshservice address and tickets are created fine. However, when replying to those tickets, the emails are never received. We've changed the SPF record with our hosting provider, checked our email filters and SPAM folders, but no sign of the email replies to tickets. Is there any way for you guys to tell if the emails are getting a rejection message?

0
C
Apprentice
5 years ago
P
Apprentice
paul.turnerApprentice
posted in Freshservice

Automated tickets when assets free disk space drops below 10%

Hi With Fresh Service Agent installed is it possible for an automated ticket to be created when an assets free disk space falls below 10%? Thanks  Paul

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P
Apprentice
5 years ago
H
Contributor
hmeekContributor
posted in Freshservice

Undo a Merge

Can a Merge be undone? or reversed

1
G
Contributor
5 years ago
R
Contributor
richard.tomlinContributor
posted in Freshservice

Refresh Reports

Hi All I'm doing some work on Software License Management and wondered if anyone has found a way to refresh the report during the day? It still shows data from this morning even though additional contracts and licenses have been added and products have been removed. Thanks Richard

2
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Contributor
5 years ago
I
Contributor
it_14069Contributor
posted in Freshservice

Knowledgebase embedded pictures scaled too much

Hi, this is more of an issue rather than a feature request, simply because it's inconsistent for admins and end users. If you embed a fairly large picture, for example a screenshot into a knowledgebase article, the picture get scaled so much it's unreadable on the portal for end users. The picture appears fine on servicedesk for the admin who embeds it. Either the picture needs to be full resolution, or they need to be clickable where it expands to a less scaled or full resolution version of the image.

5
K
Contributor
5 years ago
V
Apprentice
victor.salgadoApprentice
posted in Freshservice

Bringning back deleted assets

Hi. I have a similar situation to this discussion. So, I understand that for the agent to recreate the asset it is necessary to permanently delete it. It is not enough to send it to the trash. My question is ...... how a can permanently delete the assets?, I cant see the trash location.

1
M
Contributor
5 years ago
S
Apprentice
snakey8142Apprentice
posted in Freshservice

Customer with own IT (Tickets/Solutions)

Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph

2
V
Community Debut
3 years ago
D
Apprentice
david.roethlinApprentice
posted in Freshservice

Feature-Request-Process with Freshservice

Hi, I like to use Freshservice for my Business-Users to raise Feature-Request (Application RFC / Additional Column in Report etc.) but even after hours of research and different workarround-solutions i did not find a satisfying one. What i imagine In Helpdesk-Portal the User has a custom-form to raise this request, gathering all the necessary information - the only way i found is Service-Request BUT, form Service-Request i cannot automatically create a CR. Additionally there is no way to Close SR automatically close when the manually created and attached CR is closed. I tried Webhooks but even there no satisfying solution. Does someone have a good idea or have implemented a solution/process to support this process - appreciate your help and input dave

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D
Apprentice
5 years ago
A
Apprentice
aaronpawlak007Apprentice
posted in Freshservice

Facing some issue in process monitor

Hello,   I am completely new to all of this and looking around for help.I am facing an issue in process monitor. I tried to block an application (cam studio) through process monitor, it throws an error that "this application cannot be blocked" and a notification is shown that this file is infected and need to restart. I've checked process monitor explainer videos but I don't the detailed.How can I fix this? .I went through many resources but did not find any solution for this issues. Please help me out.   Any help will be appreciated. Thank you

0
A
Apprentice
5 years ago
R
Apprentice
rik.snoeiApprentice
posted in Freshservice

More Options Link in Add Relation causes 10 seconds delay

When using more options, for example, a bulk update at a Relation. Then you have to wait 10 seconds... I've added a video showing this problem.

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M
Contributor
5 years ago
R
Contributor
richard.tomlinContributor
posted in Freshservice

Auto Expand 'Notes' when Loading Changes

When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks

3
sanofar.allahpichai
Community Debut
2 years ago
B
Apprentice
baApprentice
posted in Freshservice

Change module seems buggy

To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.

1
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Community Debut
5 years ago
S
Apprentice
suporte_15724Apprentice
posted in Freshservice

Merge Computers after change Operational System

Hello,  When I format and reinstall my Operating System, and run the Agent, the System create a new Computer, duplicating the assets  Can I merge the assets?

3
oye_dc
Apprentice
4 months ago
R
Contributor
romanpContributor
posted in Freshservice

Ticket Status and Title Carried Over When Splitting Tickets

Seems that the Status and Title of the original ticket is carried over into the new ticket. That's a bug. You would expect that splitting a response into a new ticket, would allow you to edit the title before actually creating the ticket and set the status as open by default. 

2
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Community Debut
5 years ago

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