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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.

  • 1,029 Topics
  • 2,558 Replies

1029 Topics

rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

​Ask the Expert ft. Vish ❓ | Mastering Freshservice to drive success in 2022 | Ask our in-house expert

Hey Everyone,Wishing you all a wonderful New Year (16 days late! )*Drumroll please* We are all set to kick off 2022 with Ask the Expert session ft. Vish, as we take on all things Freshservice.What were your challenges, opportunities, doubts, and wins with Freshservice? The month of January is a great time to reflect on last years work and identify areas of improvement for the year to come. To help you do that, we've open the floor to your questions on how you can get better and work more efficiently with Freshservice, and make delight easy for your employees and in turn yourselves.Topic: Mastering Freshservice to drive success in 2022An introduction to our host, Viswanatha Mehta (aka Vish) @viswanatha.mehta, is a Technical Account Manager at Freshworks - Freshservice. With a keen eye and great attention to detail towards solving problems. He has been a great asset to our customers and the Freshworks community. Beyond work he's interested in technology, cars and spending time on the be

73042
lavjoson
Top Contributor
3 months ago
K
Apprentice
kapfelApprentice
posted in Freshservice

Restrict Registration Based On Domain

On the customer portal it seems like anyone can register no matter what domain they are apart of. Is there way to only allow people to register if they say only have the domain @example.com or whatever I wanted. Thanks.

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universalremotecodes
Community Debut
2 months ago
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Contributor
charlie.hawardContributor
posted in Freshservice

Emails from Freshservice going into Junk

We've had reports from staff and clients and 3rd party suppliers that emails from our Service Desk (eg ticket replies or ticket notifications) are going into their Junk email folders. Is anyone else experiencing this? It is causing major issues with clients thinking we have not responded.

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Community Debut
2 years ago
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Contributor
jrodierContributor
posted in Freshservice

Text Editor Issues

When I am creating Solution Articles, most of the time the text editor is nearly impossible to work with. The font will be fine for half or most of the article, and then the rest of it is completely different, even if I go in and edit the HTML directly. I have tried highlighting the entire article and making changes as well as highlighting individual paragraphs. Sometimes if there is bold and or italics in the paragraph, the formatting will stay fine right up to that, then forget it. We use the "Heading 2" and "Paragraph" for all of our articles with Verdana font, medium-sized, and black in color. Most of the time we also include images as they are mostly KB articles for employees. Does anyone else have this problem? Is there any way to get a better quality text editor? Other than this issue, we love the product, it's just so frustrating as I am the one migrating almost all of our articles from our old system to Freshservice.Thanks!Jess

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J
Contributor
4 years ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

The Freshservice Ninja Challenge - Call for entries!CHALLENGE

Hey everyone!We are excited to introduce the Freshservice Ninja Challenge, an initiative where we want you to share your Freshservice expertise. Inspired by @keefe.andrews and the wealth of knowledge our community members possess, we want to create a focused platform that facilitates sharing product expertise with the community!What is the challenge all about?We wanted to create a compelling platform for our members that eases the process of sharing, discovering and learning some of the innovative ways of using Freshservice. Imagine getting to learn innovative practices from so many Freshservice users. Now that’s something we are sure will open up innumerable possibilities. Who is it for?Anyone who has used Freshservice - our IT Service Management tool, at any capacity within their organization or for their business.How to be a part? Share how you are creatively using workflows to enhance Freshservice at your organization and post  in the comments section. For inspiration, check out Ke

155725
zachary.king
Skilled Expert
7 days ago
S
Contributor
sathyanarain.muralidharanContributor
posted in Freshservice

Freshservice community

There seems to be a new, underground online community of Freshservice users where you get to discuss anything and everything about IT or Freshservice or both.  Who would like an early invite? :)

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Contributor
4 years ago
K
Contributor
kileyContributor
posted in Freshservice

Portal Customization

We're in the process of migrating from Fresh Desk to Fresh Service.  We spent a significant amount of time customizing the Fresh Desk customer portal and we're doing the same right now with Fresh Service before we go live.We love hearing what others are doing with their portals.  Do you have any cool or unique portal customization ideas that you are willing to show off?

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Community Debut
2 years ago
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Contributor
mshaferContributor
posted in Freshservice

Best practice for requesters that are no longer company employee's

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?

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Community Debut
1 year ago
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Apprentice
matt_13053Apprentice
posted in Freshservice

Stop Account Auto Creation

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

17
rajagopal.baladhandayutham
2 months ago
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Contributor
Mike.TContributor
asked in Freshservice

Ticket Automator - Service Request - Not Running Rule

We are trying to create a ticket automator to automatically assign a service request to a group.  Service request gets created, but it doesn’t seem to be applying the rule and assigning the ticket.

16
elonmaski1337
Community Debut
5 months ago
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Contributor
briancContributor
posted in Freshservice

UI does not work on iPhone

I had no success using this product on my iPhone. I went to the log in page (which was formatted very poorly for mobile). Once logged in I just got 3 blue dots flashing in sequence and it never loaded the dashboard. I tried 5 or 6 different times and on LTE and WIfi

16
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Community Debut
5 years ago
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Contributor
ryanshafferContributor
posted in Freshservice

SSO Redirection in Mobile App

We've configured SAML SSO in our service desk and require that requesters be logged into the portal to create requests.  When browsing via the web, this works correctly and users are redirected to our SSO provider to authenticate.  On both the iOS and Android apps do not redirect. Additionally, they do not accept proper credentials, so I am unable to login.  Users who exist in the system (manually added) that are not a part of our SSO implementation are allowed to sign in.

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rajagopal.baladhandayutham
7 months ago
K
Apprentice
kdevosApprentice
asked in Freshservice

Questions about Automation in Active Directory On Premise Integration

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

15
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Top Contributor
16 days ago
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Contributor
phodgkinsonContributor
posted in Freshservice

Looking to Sign Up, Should I Be Concerned?

Hi there, I'm new to the community and not yet a paying user of Freshservice yet, still evaluating. In general I like the service but find a lot of small bugs and nagging things that either don't make any sense to me or just seem incomplete. With this in mind my biggest concern is looking at the Feature Requests and seeing that the majority of the most popular items are 2 years or older. Some items that are in progress now were originally requested 2 years ago (i.e. auto refresh dashboard, very very useful feature)! It seems like if you want a new feature implemented or something fixed you're out of luck.  What's the general experience of people that have been using the product for a while? Do issues get fixed and improvements to the core helpdesk get made regularly? or do you just find workarounds and live with it? Did you look at other products but went with Freshservice because it had "x"? Thanks in advance for any feedback, looking to try and make a decision in the next week or

15
M
Contributor
3 years ago
Smita 24
Smita 24Community Manager
posted in Freshservice

COMING SOON! Rethink the way you visualize tickets with refresh table view and new Kanban board

“Ticket visualization helps cut through the noise and provide clarity to easily comprehend and communicate information”We are enhancing how you visualize tickets on Freshservice to increase agent efficiency and a clutter-free user experience with:Introducing Kanban Board for Tickets- You can easily analyze ticket life cycle at different stages for multiple teams on single page to identify work in hand items and eliminate bottlenecks.Improve speed and flexibility to track issue fasterEnhance collaboration across team and harness full potential of teamEmbrace and identify iterations at different stage Ticket table view refresh- We are modernizing user interface that is accessible and inclusive with key enhancements to improve the agent experience.Here is few fantastic ways we are improving work visualization through ticket table view:  Improve agent productivity by simplifying agent experience and prioritizing issues Improve responsive to requesters by tracking and accessing more informa

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Smita 24
4 months ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions.  ( I wish there was a API option in the body when you send a note  “approveby”: “everyone” )   

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BrynCYDEF
Skilled Expert
1 day ago
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Top Contributor
mythumbsclickTop Contributor
asked in Freshservice

Webpage Redirect in Solutions Articles

HiWe have an existing IT Support wiki resource in SharePoint online. In an ideal world, I would like to create a “Solution” article in Freshservice with a title of “365 MFA” for example, but in the content of the Solution have it redirect to the corresponding SharePoint URL. Is this possible at all?Users experience would be click on the Solution and be redirected to SharePoint page.

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M
Top Contributor
2 days ago
K
Apprentice
kelanalApprentice
posted in Freshservice

Cannot paste into FreshService using Firefox 55.0.3 (32-bit)

Received reports that agents using Firefox can not copy and paste text anywhere into FreshService.  After some testing we were able to replicate when using Firefox version 55.0.3.  Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied.  This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.

13
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Community Debut
4 years ago
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Contributor
pcookeContributor
asked in Freshservice

Editing Item Requested popup page

HiAre we able to edit the ‘check out’ page that appears when you press the ‘place request’ button in the service catalog? We have a scenario whereby for some of our service requests we don’t want to show the cost (or total cost) field to the requester when they are viewing the ‘Items requested’ page.  ThanksPhil.

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Contributor
6 months ago
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Contributor
charlie.hawardContributor
posted in Freshservice

Cannot change a Service Request to an Incident

I have created a ticket as a Service Request (because it was split from a reply to a very old SR) and now cannot change it back to an Incident (the new issue is an incident) The Type field in the Ticket Properties panel is greyed out and cannot be changed. This is also the case if I Edit the ticket through More-> Edit Please could you advise?

12
T
Apprentice
2 years ago
todd5903
Contributor
todd5903Contributor
asked in Freshservice

How to allow requesters access to view tickets in Freshservice

I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director.  We want to allow my supervisor, manager, and director access to see any tickets I have submitted.  For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”.  That works for requesters that are in the same department but most of our managers and directors are in a different department.  Is there a way for a requester to view tickets submitted by a requester in another department?

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zachary.king
Skilled Expert
24 days ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Horrible View More / Hide Functionality

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!

12
B
Apprentice
4 years ago
V
Apprentice
vladimir.josifovskiApprentice
posted in Freshservice

MSP and field templates

Hi, currently working in MSP mode and we would like to have different ticket templates based on company, so each company can have different field templates.Please advice how can we implement this scenario.BR,Vladimir Josifovski

12
D
Contributor
3 years ago
J
Contributor
jstlaurentContributor
posted in Freshservice

Barcode Scanner added in the iOS app to help scan assets.

This feature does not appear to be available in the new version. I checked and there are no updates for the Frreshservice app. The store shows the app as version 1.0.3 and with an updated date of Feb 17,2015. I am using an iPhone 5c.

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R
Contributor
7 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
1 year ago

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