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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.

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1458 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 expertAsk the 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

86042
lavjoson
Top Contributor
9 months ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Community Spotlight: AMA with Freshservice Customers Nicola and Peter, ProfelAsk Me Anything

Hello people! 🙋🏽How’s everyone doing? 😊Our community here is built primarily of our customers and we enjoy having them take-over the community to share their stories, insights and journey with all of us.We have an exciting AMA session coming up just for you from our Freshservice customers. This time, the spotlight is going to be on Nicola Beysen @nbeysen (Infrastructure Coordinator) and Peter Proost @pproost (Software Coordinator) from Profel.Check out the below 2 posts to learn more about Nicola and PeterAbout Profel:Belgian family company Profel manufactures frames and doors in aluminium, wood and plastic for the non-commercial market. Each year, the company supplies around 170,000 frames and doors to approximately 30,000 families, earning it the position of the market leader in the Benelux countries.At Profel, every element of the IT landscape revolves around production. For the manufacturer of doors, windows and aluminium profiles, it is essential that the machines in the factor

49236
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Contributor
5 months ago
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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.

35
universalremotecodes
Community Debut
8 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” )   

33
John Dorian
Community Debut
1 month ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Coming soon: Freshservice Ninja Meet-up | Share your expectations with us!Event

Hello Freshservice Ninjas!INTRODUCTION: WATCH RECORDING:INTRODUCTION:How fabulous it has been to see so many of you share your Freshservice expertise with the rest of the community, engaging and encouraging your peers and unlocking the exclusive Ninja badge.If you thought it ends there, well, it does not. 😄😍 We’ve got something exclusive JUST FOR YOU! 😍Inviting you to our very first Freshservice Ninja Meet-up, an opportunity for all of us (Ninjas and the Freshservice team) to come together, know each other and learn from one another.This is an invite-only event for our Freshservice Ninjas (those who participated in the Freshservice Ninja Challenge).Share with us what you’d like to see, and discuss with our Freshservice team and other Ninjas, so that we can ensure we plan the agenda to suit your needs and time. Tagging all our amazing Ninjas here:@keefe.andrews @zachary.king @Stratto @ggallaway @patricksawyer @ekrasner @adityatawade UPDATE:We’re hosting our first-ever Ninja Meet-up o

29430
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Skilled Expert
4 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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Contributor
5 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

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rashmi.nag
2 months 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
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Top Contributor
Matt HTop Contributor
asked in Freshservice

Run automation workflow on specific date?

Is it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

24
Russell Ho-Aitken
Community Debut
16 days ago
V
Apprentice
V.WestbergApprentice
asked in Freshservice

Customize end user portal

I have been looking for a solution to change the look for my end user portal. It appears that my HTML is missing the key elements to change the look of my buttons. I would also like to change what they say. Fresh Service PRO - Trial (contract paid for Dec 31 activation) Side note - if anyone has code they would like to share I would love to see what could be done

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msconfig87
Skilled Expert
25 days 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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Contributor
2 years 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.

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Community Debut
2 months ago
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Contributor
ManrodContributor
asked in Freshservice

Ticket threading in tickets between FreshService and FreshDesk

Hi,In our company we have a FreshService account for internal support and several FreshDesk account for communication with external requesters.A problem we are facing with this setup is that when starting a conversation in FreshService and sending a message to an adress in one of the FreshDesk accounts, the replies always create a new ticket.I´ve tried to add the ticket subject in the FreshService ticket subject, i´ve also added the ticket URL and ID in the ticket descriction but since the FreshDesk reply adds the FreshDesk ticket ID in the subject a new ticket is always created.Does anyone have a solution to this problem? All tips are welcome!

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M
Contributor
1 month ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

In the Spotlight with Zachary King | RSVP Now!Event Recording

Hello!! 🤩📍Session Details: Session Recording:The Community Carnival proudly presents our most awaited session - In the spotlight featuring our very own @zachary.king🎉In our October line-up of events, we’ll be hosting a LIVE Community Spotlight session featuring software administrator and Freshservice Ninja, Zach!Here’s an opportunity for you to learn 😀, connect 🤝🏼 and ask questions 🎤 to Zach on anything regarding his journey so far as a software administrator, his experience using Freshservice, and the Freshworks community.📍Session Details📅 Date: October 26, 2022, Wednesday⏳Time: 9 AM PST/ 6 PM CET/ 9:30 PM IST🔗RSVP + Virtual Joining LinkLearn more about Zach:Session RecordingHave questions for Zach? Post them in the comments section below. We’ll make sure to address them during the live interaction.Bring in your questions, ideas, solutions, and more!We look forward to seeing you!

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raymondcanilao
Skilled Expert
23 days ago
M
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
9 months ago
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Top Contributor
BobbyBMoreTop Contributor
asked in Freshservice

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for.  I want to create a small ordering portal for medical supplies within FreshService.  So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need.  Do I add each item as a service item and then import it into something?  This is where I get confused.  Or can I create one service item with all items inside? Any help is appreciated.

17
Russell Ho-Aitken
Community Debut
24 days ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

​Ask the Expert ft. Sanofar ❓ | What's new in Freshservice? | Ask our in-house expertAsk the Expert

Hi everyone! How’s it going?On popular demand, we have our ‘Ask the Expert’ series coming soon for our Freshservice users and our product specialist for this episode will be our very own Sanofar @sanofar.allahpichai.A little about Sanofar:Sanofar is a Product Support Engineer with 4+ years experience in SaaS software and applications. Currently, she is a Technical Account Manager handling Enterprise accounts in the EU & UK regions for Freshservice. She is Involved in high-impact solution development, optimization, and scalability projects in a fast-paced environment. She loves cats, music, and fanfiction. Any questions around these are also most welcome (I suppose). 😀Topic: What’s new in Freshservice?We have launched a bunch of new capabilities in Freshservice. If your team has used them and came across any difficulties or questions, we are here to answer them. Post any questions you may have around Orchestration New-gen Project Management On-call management Freddy Virtual A

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rashmi.nag
5 months ago
Chris S.
Skilled Expert
Chris S.Skilled Expert
asked in Freshservice

Edit text in header of Support Portal

Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!

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R
Contributor
28 days 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
11 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

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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.

15
rajagopal.baladhandayutham
1 year 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
4 years ago
Smita 24
Top Contributor
Smita 24Top Contributor
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
Top Contributor
10 months ago

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