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.
- 1,571 Topics
- 4,394 Replies
Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?
We've just started using freshservice as our helpdesk and we like it so far. But we've got couple of issues we'd like to address. 1: New users receive the wrong Time Zone and Language. Our default is Amsterdam +1.00 and Dutch. But all new users logging in through ADFS/SAML, so no registration is done, receive the defaults, English and +0.00 2. Send answer and close reopens the ticket. Or reply and close immediatly afterwards also reopens the tickets. 3. Dispatch'r doesn't add a task to a specific service request but i've got the rules right.
When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit the organization.So, what ITSM capabilities would you like to add into your organization? And what’s stopping you doing so?Please let me know as a response. Thanks.
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?
Is there a way to get the activity log (or at least its close_at value) from a project task using the API?
For a company report in power bi it´s needed the closed_at date of project tasks for certain analyses, all other data we get through the API but we could not so far find a way to get this data through the API operations found at https://api.freshservice.com/.is there a nice consistent way to get this data? and would it be possible to get other activity log data that could be useful in the future?
We are running into issues processing approvals for employees that are changing departments. When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor. We are wondering if others have run into this issue and if so, how you resolved it.
This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)
I have found a threat where I can schedule reports for Assets & Changes, although I would like to get reports for Tickets. Is that possible?Every month I would like a "Helpdesk Overview" per month, and also a "Customer Overview" per customer every month.Please advise on how I can achieve this.Thank you
Hi all, I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system. They use fingerprint readers, so I'm not really issuing any particular asset. The database has no limitation of users to add, so I'm not sure if this should be registered as a CI? Thoughts?
If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem. (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response. This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.
I'm seeing duplicate names appear in the subject line when submitting a new hire request.For example; new hire email subject line:"New Hire Managers Name"- On boarding request for "New Hire Managers Name". Ticket IDBefore it used to appear: "New Hire Managers Name" - On boarding request for "Employee Name" Ticket ID. As you can see above the new update makes it unproductive which checking email. Can this please be changed to the old subject example?
We've come across a problem where the search feature only searches by full words. While this would normally be fine it proves to be a problem when we're searching for numbers - For example a purchase order number. Sometimes its recorded as PO00000 sometimes PO#00000 and sometimes just 00000 and etc. You'd think if I searched just 00000 I'd find them all but this is not the case. Unless I get the 'full word' right it won't return the result. This makes it quite unreliable as a point of truth if we have anything in the system. Is there any way this can be changed?
The software has just automatically updated to hiding most of the ticket until you click "view more" This is horrible and means an extra mouse click for EVERY ticket we view. Please could this be turned off, or made optional so I can turn it off? I have a very unhappy team!
I spent a bit of time entering SIM ID information on our managed hotspots which we track in with FS Asset Management. This morning I checked out one of the quick reports I setup and I noticed that every single number in this field, for each device was changed to this seemingly random number. This is 100% reproducible in our database. Add a number field to an asset and enter a SIM length number, for instance 89148000003477777742 upon updating/saving will be changed to 9223372036854775807. It happened on all ~40 records. How should I proceed? Thank you
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.