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Getting Started

Getting Started

  • 76 Posts
  • 166 Replies
76 Posts
alyssia.correa
Community Manager
alyssia.correaCommunity Manager
published in Getting Started
Event Lobby |Extend beyond IT: Unify services and elevate EX with Workspaces | Sep 17

Hi Everyone,We are looking forward to your participation in our upcoming event: Extend Beyond IT:  Unify services and elevate EX with Workspaces on September 17, 2024  9:00 a.m. PDT.>>>>Do you have questions or comments, or are you facing issues joining the session? We encourage you to ask your questions, share your thoughts, and post any comments related to the event. Whether you need more information about document management or are experiencing difficulties logging in, your participation is crucial.-----------------------------------------------------------------------------------------------EVENT DETAILS -  Facing issues with joining link?  If you’ve registered but didn’t receive the link: Join directly using this link: https://freshworks.zoom.us/webinar/register/WN_o1kfzOrjQuG-lDyPICW7-A ------------------------------------------------------------------------------------------------ If you haven’t registered yet but wish to join instantly: Click the following link to r

1102
Mukesh Yadav
Apprentice
3 months ago
D
Contributor
dudeman123Contributor
posted in Getting Started
SPAM PROBLEM - Freshdesk Portal Ticket SPAM

In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months,  I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.Is everybody else having the same experience?

3404
G
Community Debut
8 days ago
threewheelbike
Apprentice
threewheelbikeApprentice
asked in Getting Started
Three-Wheel Bicycles: A Perfect Blend of Stability and Comfort

Three-wheel bicycles, also known as tricycles, are a popular alternative to traditional two-wheeled bikes. They offer unparalleled stability and versatility, making them suitable for a wide range of riders, including children, adults, and seniors. With their unique design and user-friendly features, three-wheel bicycles cater to recreational, fitness, and practical needs.What Are Three-Wheel Bicycles?A three-wheel bicycle features a triangular design with two wheels in the rear and one in the front (or vice versa). This configuration enhances balance, making it ideal for those who struggle with traditional bicycles. Available in various styles, these bikes cater to different purposes, from casual rides to heavy-duty commuting. \Three-wheel bicyclesAdvantages of Three-Wheel Bicycles1. Enhanced StabilityThe three-wheel design eliminates the need for balancing, offering a secure ride for all ages.2. Comfortable Riding PositionMany models include ergonomic seats and handlebars, ensuring a

60
threewheelbike
Apprentice
9 days ago
oliveeetayylorr
Apprentice
oliveeetayylorrApprentice
asked in Getting Started
How do I change a webpage’s font & colours in Chrome browser?

Select the Menu button in the top-right corner of the browser window or press Alt + F on your keyboard. Select Settings. Click Appearance on the left-hand side then click Customise fonts on the right.Fonts Sonic

12562
sammy345
Community Debut
15 days ago
Nithya G
Apprentice
Nithya GApprentice
asked in Getting Started
Report Management

For an Agent, we have given needed permissions, but still agent not able to see the data in the shared report. It shows “No data”

111
Leighanne
Contributor
15 days ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
posted in Getting Started
pop up notifications, workspace menu, etc

Guys, I’m really wondering if I’m the only one who’s seriously annoyed with the way notifications pop up and block parts of the screen?  Like, I’ll update a ticket, and i get a flyover announcement that I updated the ticket.  I delete a task, and see a notification that the task was deleted.  So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen!  Every time I go into the admin section lately, I get a flyover menu to select a workspace.  But I am not using workspaces, so there’s only one choice, and it won’t go away until I make a selection.How can I turn these things off, or reduce the amount of time they’re displayed?  The helpdesk is not able to give me any help.In the words of Freddie Mercury:  “I’m going slightly mad” 

2292
Leighanne
Contributor
15 days ago
MichaelO
Apprentice
MichaelOApprentice
asked in Getting Started
Noob!

I am brand new to a company that uses Freshservice as their ITSM helpdesk.  Where in the Academy is the best place for me to start learning and understanding?

684
S
Community Debut
1 month ago
A
Skilled Expert
aldoSkilled Expert
posted in Getting Started
Freshservice Ticket's Numbering

Hi, I have a query about ticketing in Freshservice.Can anyone please tell me, is there possible to use a custom prefix number on ticketing around Incident / Problem / Change / Release?Thank you. 🙂

6416
daisy812932
Community Debut
1 month ago
M
Skilled Expert
MDaviesSkilled Expert
asked in Getting Started
Agent Group Visibility In The End User Portal

Hi Everyone,I’ve had some feedback from staff using the End User Portal that it can sometimes be tricky to decipher which Agent in an Agent Group is owning their tickets.The specific scenario appears to be when a ticket has been assigned to a different Agent Group but not yet picked up by an Agent within that Agent Group.Does anyone know if it is possible on the End User Portal, specifically within the Home Page ‘Tickets section’ to show which Agent Group a ticket is assigned to? A Requester may get more information by clicking in to each individual ticket:But it seems a shame that it’s not visible from the Front Page whereby they may have many tickets logged and would make it easier to understand how their tickets are progressing.

421
M
Skilled Expert
1 month ago
The Center
Contributor
The CenterContributor
asked in Getting Started
Recent Activities changes

Recently, there appears to be a change to “recent activities.” It is a great feature that needs to be fixed to continue it to be a great feature to use.   The change recently that I have seen is that it is no longer readable or easily usable.    When opening recent activities at the top right it only shows a partial list when it could use the entire screen length.  The last activity is cut off and cannot even see the ticket that was recently accessed/replied.       The last version allowed users to Ctrl+Click to select each ticket and open them in a separate tab.   The current version; still allows the Ctrl+click and tab opening; but now closes the Recent Activity Tab after one click.  In order to open the next activity on the list; we now have to view recent activities which refreshes the list back to the top.  We can no longer just open 4 or 5 tickets easily from hours past to review.  Each time now just to review past responses or updates; now have to open the recent activities tab

180
The Center
Contributor
1 month ago
H
Contributor
hps_steveaContributor
asked in Getting Started
Disable products update notification

Is there a way of disabling the products notification on Fresh service?This one:I don’t mind reading about upcoming updates, but the Freshservice marketing team are in full swing and there is an update every day, sometimes more than once a day.The product update notification updates the browser tab icon and is right next to the ticket updates notification icon, so I keep thinking I have a new ticket update when I look at freshservice, but its just a sales message and its getting annoying.Do we have an option to turn it off or shall I write a browser-script to remove it?

41017
C
Community Debut
1 month ago
NancyK
Community Debut
NancyKCommunity Debut
asked in Getting Started
Freshdesk Customer Overview

Hi,I am new in Freshdesk and I have a question reqarding the customer portal, in which every mail user can see his tickets.The CEO of my customer is not creating tickets, but wants to see all tickets of all users.Is this possible?I could not find a parameter to mark a contact as company admin or something like this.Thanks & bestNancy

525
NancyK
Community Debut
1 month ago
Jonsionvillium
Community Debut
JonsionvilliumCommunity Debut
posted in Getting Started
Fresh Desk worker overview

A Freshdesk worker is responsible for managing customer support inquiries through the Freshdesk platform, ensuring timely and effective responses. They handle tickets related to product issues, inquiries, and feedback, striving to provide excellent customer service.The role involves collaborating with team members to resolve complex issues and improve support processes. Freshdesk workers utilize various tools and resources to track customer interactions and maintain accurate records.They also analyze support metrics to identify trends and enhance service quality. Strong communication skills and a customer-centric approach are essential for success in this role. Overall, a Freshdesk worker plays a vital role in maintaining customer satisfaction and loyalty.Regards,Jonsionvillium

130
Jonsionvillium
Community Debut
2 months ago
imscavok
Apprentice
imscavokApprentice
asked in Getting Started
Send attachments from Purchase Order to an email

Is there any way to use the workflow automator, or anything else, to send a Purchase Order, including attachments, to an email? I have to provide the receipts/invoices to accounting, so that results in having to enter duplicative information into Freshservice and our accounting system.

251
JananiPrasanthini
Community Debut
2 months ago
K
Top Contributor
kenyon.gilesTop Contributor
asked in Getting Started
Automatically Attempt User SSO Login Before Displaying Home Page

We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

7192
NicolasPerdrix
Community Debut
2 months ago
David Pietrs
Skilled Expert
David PietrsSkilled Expert
asked in Getting Started
Passwordless Login

Has anyone attempted to use passwordless login? Most of our users use SSO and a small segment would use the passwordless login option. I’m wondering if passwordless login has worked well for others, as it seems like it would be hard to support if it were at all buggy.  Thanks!

271
JananiPrasanthini
Community Debut
2 months ago
C
Apprentice
CesarePortaApprentice
asked in Getting Started
Expiring Licence

Hello What I have to do to avoid the my license will be automatically renewed when it will expire?After the licence will expire It will be still possible to access to the data or our property?

271
alyssia.correa
Community Manager
2 months ago
WhatTheFlying
Apprentice
WhatTheFlyingApprentice
asked in Getting Started
SCCM Import impossible

I am trying to use the SCCM import function.I am an SCCM admin using the FS Probe Tool on the SCCM server which also hosts the CM database.When trying to create the SCCM DB connection, I have tried many variations of domain/local, user accounts, DB settings.  Nothing works.  The closest I can get is an error:SQL Server Connection failed.The FS Probe log shows these entries:2024-09-18 11:38:50,418 [1] DEBUG Freshservice.Discovery.Utilities.ImpersonateUser - Did LogonUser Succeed? Yes2024-09-18 11:38:50,419 [1] DEBUG Freshservice.Discovery.Utilities.ImpersonateUser - Before impersonation: PADOM\SCCMAdmin2024-09-18 11:38:50,419 [1] DEBUG Freshservice.Discovery.Utilities.ImpersonateUser - After impersonation: PADOM\DBAdmin2024-09-18 11:38:50,419 [1] INFO Freshservice.Integrations.Common.Connectors.SQLServerConnector - verifyConnection invoked

231
srikanthkarunakaran
Community Manager
2 months ago
M
Skilled Expert
maghedSkilled Expert
asked in Getting Started
Visibility rules for Agents+Requester??

Hi, Is there a way that I can set “visibility” rules on Service Items that applies for all users, i.e. Requester + Agents?I can’t find a way. If I for example would like to publish a service item for users in a specific location I would like that rule to apply all users but I do not understand how to achieve that.We have quite many Agents spread across many departments and geographical locations and it will be difficult over time if we can not apply the same rules for them as they as employees in many situations are Requesters.

71714
K
Community Debut
3 months ago
J
Skilled Expert
jennifer.dyerSkilled Expert
asked in Getting Started
Project tasks import - predecessor and successor

Is there a way to import tasks and subtasks including the predecessor and successor task fields?

180
J
Skilled Expert
3 months ago
M
Apprentice
matthew.wattApprentice
asked in Getting Started
API created Ticket with PDF Attachment - PDF is blank

After much trial and error, I have finally managed to get MS Power Automate to create a FreshService ticket with a PDF attachment.  However, while the FreshService ticket shows an 8Mb PDF attachment, When I open the PDF document it’s completely blank.Any thoughts on what I may have done wrong? ADDITIONALLY: I can send the exact same file in MS Power Automate via email, and the PDF document shows correctly when opened.

180
M
Apprentice
3 months ago
M
Contributor
MeriemNAIMContributor
asked in Getting Started
Pandora FMS alert

Hello,Help with configuring Pandora FMS  alerting, I am using Freshservice Thank you in advance

121
alyssia.correa
Community Manager
3 months ago
P
Apprentice
paschofieldApprentice
asked in Getting Started
Using ticket to assign asset to a room

To reduce administration time, it would be very useful if we could automate assigning an asset to a location via a ticket.  We would need to be able to use a workflow or other automated function to assign the asset into a specific room location in Fresh.Fresh have suggested creating a requester for each location, but having multiple sites with infrastructure equipment in it, it’s not practical.Does anyone have any solution to this?

150
P
Apprentice
3 months ago
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Getting Started
Event Lobby |Extend beyond IT: Centralize key resources with Document Management | Sep 4

Hi Everyone,We are looking forward to your participation in our upcoming event: Extend Beyond IT: Centralize Key Resources with Document Management on September 4, 2024  9:00 a.m. PDT.>>>>Do you have questions or comments, or are you facing issues joining the session? We encourage you to ask your questions, share your thoughts, and post any comments related to the event. Whether you need more information about document management or are experiencing difficulties logging in, your participation is crucial.-----------------------------------------------------------------------------------------------EVENT DETAILS -  Facing issues with joining link?  If you’ve registered but didn’t receive the link: Join directly using this link: https://freshworks.zoom.us/webinar/register/WN_-Q2pxO1ARd-779C4kDmeSA ------------------------------------------------------------------------------------------------ If you haven’t registered yet but wish to join instantly: Click the following link to

432
Kamakshi V
Community Manager
3 months ago
MichaelO
Apprentice
MichaelOApprentice
asked in Getting Started
YouTube videos

Looks like the training videos I was able to look up on YouTube are quite old.  Are there newer ones I’m not seeing?

564
Ganeshcr14
Community Debut
3 months ago

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