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Getting Started

Getting Started

Getting Started

51 Topics
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51 Topics

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michaelmartelSkilled Expert

asked in Getting Started

New Freshservice Implementation

Hello,We are getting ready to implement Freshservice as our internal ticketing platform. We’ve purchased the gold implementation package. What would you do different if you were starting over? Do you have any suggestions on what to do or what to avoid?

shannon.mejiaSkilled Expert

asked in Getting Started

Adding Decription to List view

Anyone had any luck adding “Description” to the Ticket List view instead of or in addition to “Subject”?

shannon.mejiaSkilled Expert

asked in Getting Started

What is a "Response"?

We are new to Freshservice, so I apologize for a very elementary question. For the SLA Response Time, what constitutes a response? We have incidents we have added a note and assigned an agent, but still shows pst due on response. I am not sure what trigger marks it as “responded”. Thanks!

michaelmartelSkilled Expert

asked in Getting Started

Advanced Freshservice Training

We’re looking for options for training our Freshservice admins on all the features in the Workflow Automator, APIs, web requests, JSON, expressions, etc. I believe Freshworks is leaving a lot of money on the table by not offering training such as this. We would easily pay several thousand dollars per person for training so we can fully utilize our system.Since Freshworks doesn’t offer this, can anyone suggest a training course that would get us up to an advanced level?

EricRoelandSkilled Expert

asked in Getting Started

Change primary email address without creating a new contact

I have about 2500 contacts with a primary email address that has changed.How can I change the primary email address without creating a new contact.I tried just import a csv where only the primary email was changed and it created a lot of new contacts.Any suggestion is welcome.

KyleJDApprentice

asked in Getting Started

how to configure SAML SSO with ADFS

how to configure SAML SSO with ADFS

TRUNG LEApprentice

posted in Getting Started

Authentication from custom Mobile App/ 3rd party app

Hi,I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy. Product team please consider option to keep authentication method using Username/ Password.Thanks Trung.Le

JoeSuarezContributor

asked in Getting Started

Freshservice: Allow agents to send activation emails

Hello,We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.Is this currently possible? TIA

tzzzApprentice

asked in Getting Started

Cannot find permission within agent role for create new vendor

See, title, I cannot find the permission within any agent role for create a new vendor. The button is there for full admins but not for a asset management adminSee image below:

HeatherM14Top Contributor

asked in Getting Started

Agent Group Business Rule issue

Does anyone have any suggestions or example business rules they would be willing to share around setting viewable groups based on logged in Agent groups? We have several agent groups and there is a lot of cross team visibility as observers. This seems to be impacting our business rules around setting viewable groups. We have a lot of different departments using Freshservice and don’t currently have Workspaces enabled (but hopefully soon). For example, the Finance groups don’t necessarily need to have the Agent groups for other technology teams showing so we have business rules limiting the groups they see. Thank you!

MariamPSkilled Expert

asked in Getting Started

reactivate multiple requesters easily/quickly

Is there a way to activate many requesters in bulk? Due to some unrelated work (I think), I have around 300 requesters that are currently deactivated in freshservice, and I want to re-activate them.

Yamuna BRApprentice

asked in Getting Started

How to setus Single password for all users in Freshservice tool

Hi Folks,For one of my clients , they wanted us to set us a same password for all of their requester so that when their requester are logging in to Freshservice account , tool shouldn’t ask them to put their email id & password..Is it possible to do the same in tool. And please explain us how does that magic link concept works in freshservice.

EricRoelandSkilled Expert

asked in Getting Started

IS an activation email mandatory?

Hi all, when I create a contact in Freshservice an activation email is send per default. Users have to confirm that this is their email.We work not with a person as a contact but a branch office. Most of them have no unique email address. What I do is a generate a fake email address because this is mandatory.They can not validate the address because … I do not have to explain. 😂Are they able to see their tickets in our front-end without an confirmed email (login) address?If not is there a solution for this?I am grateful for all solutions.Eric

amaevers10Apprentice

asked in Getting Started

User Creation Failing?

Good afternoon all!We are trying to tie our on-prem AD with Fresh Service for employee onboarding. Unfortunately I can’t seem to get around an access is denied error. I think it’s coming from the fact it’s trying to place the new user in the user OU, and not where we normally have it, but not 100% sure if that’s the issue. For testing, I want it to go to company.com->Company Users → Information Technology Bucket. I am relatively new to PowerShell, so tried adding “OU=CompanyUsers,OU=Informationtechnology,DC=Company,DC=com” to profile path to change where it’s sending it to, but still no luck. What can I do to improve?Thanks for any insight or knowledge!

DaniApprentice

asked in Getting Started

Sandbox Configurations

Whenever i create a new sandbox I have to reconfigure the visibility of all the service requests. This is very time consuming. is there a way I dont have to do this?On a side note i think it would be useful to have two sandboxes. One to configure and build in and one to do testing in (or have an actual FreshService support environment).

JTAVOLAROSkilled Expert

posted in Getting Started

pop up surveys

Hey people… whomever is responsible for that pop up CSAT question, can you please find another way to collect your data?It’s intrusive. I don’t want my staff filling out these surveys The survey hangs at 67%OK, ranting over. Thank you.

ellietechApprentice

asked in Getting Started

Agent Notification Customization

Is it possible to have the new ticket notification both email/in Freshservice go only to a few agents in the group vs. all the agents in a group?

Mo.WaelSkilled Expert

asked in Getting Started

Rejected status = Close

Can I creat a status Call “Rejected” and it act as “closed” ? If i normally done it it will just set ticket status name as Rejected but it wont close the ticket….

BartVBSkilled Expert

asked in Getting Started

Best practices in category setup

Hi all, I'm new to this forum, and i just wonder if you can give some tips?we are currently implementing fresh as our new itsm solution (we used Cherwell before)Our current categorization is kind of a mess as it was not set up correctly at the start, example : E-Mail & Communication Outlook / Exchange Incident E-Mail & Communication Outlook / Exchange Request as this provides not really an overview of the issue we are looking at the best options to change and get a full reporting view, do you happened to have some best practices we should take in consideration?how is it set up for you and how is it to use for agents and or end-users?Thanks for any advice / guidance

donschultApprentice

asked in Getting Started

How do you create a new workspace in Freshservice?

I can’t seem to find the option to add a second workspace to my FreshService instance. I believe it should show up somewhere on the Switcher menu but I don’t see any options remotely related to Workspaces.

cwardContributor

asked in Getting Started

Massive amount of spam referencing Freshservice out of nowhere

Out of nowhere this afternoon we have received almost a thousand emails referencing various freshservice URLS in our ticketing system:+2.975 ETH for you from system - Learn more here => HTTPS://ippfesilesg8.freshservice.com+2.975 eth to your ballance from airdrop - Learn more here >> plixenmuife.freshservice.com+2.975 eth for reward from system - Confirm -> HTTPs://mreinnz41.freshservice.comI checked our email service and they aren’t coming through there, I’ve tried adding rules to automatically move them to spam but none are working. Did you guys get hacked??????!!!!

raymondcanilaoSkilled Expert

asked in Getting Started

Freshservice - Leaderboard report

Hello Team, Happy New Year!Just want to ask if we can extract the data for the whole year for this leaderboard. currently, the max is 3 months, is there a way to expand it?

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.

PatrickMurphySkilled Expert

asked in Getting Started

Agent Information in Notifications

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team. An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?

BrynCYDEFSkilled Expert

asked in Getting Started

Forum fail - cannot create posts with screenshots

forum fail BROKEN cannot create real post with screenshots @support

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