Getting Started

Issues with Attachments During New Ticket Creation

Hi everyone,I've recently started using Freshservice and encountered a frustrating issue when trying to add attachments while logging a new ticket. Here's what's happening:Issue Description:When users log a new ticket in Freshservice, they enter their ticket details and try to add an attachment (text, JPEG, or DOC files). After selecting the file and returning to the "Log New Ticket" screen, the "Log Ticket" button is greyed out, preventing ticket creation. Users can only successfully create a new ticket if they do so without an attachment. They can then add the attachment later by editing the newly created ticket.Steps Taken So Far:Checked File Sizes: The attachments are well within the allowed size limits. Form Rules: No specific form rules that could be causing this issue have been identified. Support Contacted: Freshservice support initially couldn’t replicate the issue but later confirmed it is a bug that has been escalated to the development team.Request for Assistance:I'm reachi

1002

4 months ago

D.DORTIESApprentice

asked in Getting Started

Tickets movements tracking

Hi !I am an brand new user of Freshservice and I would like to set up an export to track ticket movements.Ideally this export should contain :- the ticket number- the date of the group change- the source group- the destination groupHas anyone managed to do this?

460

5 months ago

AndyRussellSkilled Expert

asked in Getting Started

Request for a Change card on customer portal

Hi, we’re customizing our portal for our staff and all seems to work OK except if we ‘unhide’ the Request for a Change card it doesn’t become visible in the preview and doesn’t show up when published. All the other cards turn on and off the cards as expected. Anything obvious we’re likely to be missing. See image below.thanksAndy

982

5 months ago

eeha0120Skilled Expert

posted in Getting Started

Which is the next step in Dark Mode? Neo Portal, isn't it?

Have you enabled Dark Mode in your instances? How about switching to Neo portal for a quick check or setting or changing your password or resetting your 2FA?That makes a huge visual impact, right?I guess the next step in Dark Mode should be Neo.Do you agree?In case you do, here’s the Idea in order you could vote on it:Dark Mode in Neo portal | Freshworks Community Regards,

320

6 months ago

NewUserOfFreshApprentice

asked in Getting Started

What is the idea of FreshService we do not understand

Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request. When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field. We can solve this “out of the box” with the report

1042

7 months ago

YoojiTop Contributor

asked in Getting Started

Moving tickets to other workspaces and the visibility for the previous agent

Hello everyone :)is it possible to move a ticket to another workspace and then adding the previous agent as a watcher?I didn’t see an option to do that nor does the workflow automator seem to allow this.We’ll have agents for each workspace and they’re supposed to be confined in their respective workspaces; so straight up giving them access to the other workspaces is unfortunately not an option for us.edit:In the workflow automator we can set an action to add specific watchers to the ticket after it is moved to another workspace, but we need it to auto-pick the agent that originally grabbed the ticket.

3924

8 months ago

tony.sTop Contributor

asked in Getting Started

Calendar is formatted differently for the same field

Hey,this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.After finding the root of the wrongly entered dates I figured this should be an easy fix. The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn’t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.The following two pictures is from the same ticket showing the same ticket field fi

1772

9 months ago

dudaleApprentice

asked in Getting Started

Change Management for Seperate Workspaces please help!

Hi Everyone,I’m an IT Service Delivery Manager, experienced with Cherwell ITSM, Zendesk, and a Jira Service Desk administrator in a previous life. I’m new to using Fresh Service, I’ve had some training, albeit limited to certain modules and certain features.My question that I’d like to ask is:I have 2 workspaces, one for “IT” which serves as the primary workspace. We have created a new workspace “Asset Management” because there is another entity in our group of companies that wishes to use Fresh too. We believe that there is a lot of benefit of them joining the fray, so I create a workspace for that business. I have also created a seperate CAB for the new workspace to utilise and added the relevant agents from that business who I want to be members.What I’m wanting to do is to have a Change Management Process for the IT workspace that I have, and then to have another seperate Change Management Process for the new workspace I have created. For clarity, when I refer to Change Management

2021

9 months ago

zachscottSkilled Expert

asked in Getting Started

Data Retention

Hello community, I would normally go to the support team for this but seeing how they are a bit delayed at the moment (hoping everyone is ok), I thought I would reach out here to see if anyone has posed this question before. Does anyone happen to know how long data resides on the FS servers once something has been deleted? I know it says once we delete a ticket and remove it from trash, it is unrecoverable. However, I am curious how long it takes to actually remove it from the AWS server. Thanks in advance for any insight anyone can provide!Zach

3702

10 months ago

Vishal NemaSkilled Expert

published in Getting Started

Reminders for upcoming Freshservice upgrades and deprecations

Follow-up to our “Notices for new upgrades/migration activities” communication sent in May 2023.The following deprecation is complete and should have been actioned by now. If not, please read through it carefully and take the necessary action as soon as possible.Deprecation of Alert endpointsWith the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.After January 23, 2024, old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring to

4620

11 months ago

michaelmartelSkilled Expert

asked in Getting Started

Security Logs

Are logs available for agent permission changes? I found the logs for requestor updates but can’t find logs for changes to agents’ permissions.

1104

11 months ago

Chris S.Skilled Expert

asked in Getting Started

add button or menu option?

Hi, I got a question from a customer who asks if it possible to add a direct link to the change calender from within the menu, or from within the dropdown menu at the top right.Is there any possibility to add a menu button in the left menu?Or to add a menu-item to the “My Work” dropdown? Looking forward to hear from you! GreetZ!Chris.

2313

1 year ago

martin.jSkilled Expert

asked in Getting Started

Best Practice for support mailbox cleanliness

We use the feature of ‘Delete emails from server after fetching’ for our custom mailbox email channels (they are Microsoft 365 mailboxes) to try and keep the inbox empty/clean. However, I have noticed that the SENT ITEMS does not get cleaned out, and so for many of our groups/mailboxes, these emails contain a lot of sensitive information.Just seeing what other people do to keep these mailboxes empty / sanitised.Cheers

1370

1 year ago

ksuper18Apprentice

asked in Getting Started

Deep Links when using your own domain

The last topic I can find about the ability to use deep links to launch the mobile app from and email ticket link was that it was not possible if your portal was using your own domain. (support.companyname.com)Has that changed?We hesitate to implement and market the mobile app to our user base without this ability.

901

1 year ago

LorentzTop Contributor

posted in Getting Started

Best practice for the use of TAG's for a software developer.

HelloWe are implementing Freshservice and are uncertain on how to best utilize the tags function to support our servicecenter. We deliver software in the energy sector both on premise and as hosted/SaaS. We have dedicated custom fields to store Software application information on incidents so that part should be well cowered.Anyone care to share their usage and experiences? Br.Lorentz

383

1 year ago

zachary.kingSkilled Expert

asked in Getting Started

How to handle the termination of requesters and reusing of email addresses

I am curious how others are handling this scenario ---What do you do when an email address gets reused over time? For example John Smith joins our company and then leaves in 2021. Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the “Email Address” we would assign to the new John Smith (our schema is first_name.last_name@domain.com).Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester’s name associated with it but a “Forgotten User” designation.So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from tim

5144

1 year ago

shannon.mejiaSkilled Expert

asked in Getting Started

IT Only Requestor Group

I want to make a service item visible only to IT, but IT aren’t requestors, so I cannot figure out how to make an IT Only requestor group. Any help? It seems like this would be a common thing and I am just missing it.

992

1 year ago

Maxime MoreauApprentice

asked in Getting Started

Don't send a notification on specific case

Hi everyone,Little question for a little problem, is it possible to disable the notification in a specific case ?I mean, for example, we have the closed notification, but in our workflow, we put something on the conversation part in the same time.It send an other notification for “update” and we have 2 mail for our user.Is it possible do disable this one only for this case ?Have a nice day !

3031

1 year ago

ironmanApprentice

asked in Getting Started

Disabling all email Notification triggers in sandbox instance.

Hi Team, I have a problem that causes the requester in the sandbox instance to receive a notification. Even if all email notifications have been turned off. Could you let me know what functionality needs to be stopped from being notified to the requesters . Regards,Gobinesh.R

1201

1 year ago

michaelmartelSkilled Expert

asked in Getting Started

Requestor Change Email

I want to send a notification email when the requestor on the ticket is changed. What trigger can I use in the Condition widget in the Workflow Automator? Is there a different way to do this?

592

1 year ago

TecDragonContributor

asked in Getting Started

FreshService Desperately needs

Better task management, I should be able to add open tasks to my view of open tickets so that I have a single place to manage my work. Currently you have to flip back and forth and the ‘tasks’ is hidden in a button on the top right, it isn’t even an option to put it in the list on the left. Maybe an ‘activities’ button that would show all tickets and tasks.The way it is, is horrible and inefficient, tasks assigned to me by other techs just get forgotten about.

521

1 year ago

maloktSkilled Expert

asked in Getting Started

Show Business Hours on Portal

Is there a way to show our business hours on the portal? It only shows the phone number in the header:<div class="helpdesk-number {{ternary portal.contact_information 'ficon-phone' ''}} hide-on-mobile"> {{{portal.contact_information}}} </div>

391

1 year ago

maloktSkilled Expert

asked in Getting Started

Freelancers to Assist with Freshservice Configuration

Are there any freelancers out there willing to help with Freshservice setup, such as workflows, ticketing, and portal customaization? I don’t have enough time to do all the research and ask forum questions every day to help figure stuff out, so I just need help with setting up the system to work with our business processes (or setup new bus processes). I can’t pay much, but don’t really need too much - just a little help from someone.

540

1 year ago

maloktSkilled Expert

asked in Getting Started

Email Notification on Multiple Tickets

Is there a way to generate an email notification to go out on a schedule, to include multiple tickets?Use case: Our HR folks send an all staff email with the New Hires, Exiting Employees, Promotions, Transfers, etc, to include Name, Title, Date. If we could base this email on the HR tickets from the week, it would save a lot of extra work.

342

1 year ago

AtlasSolApprentice

asked in Getting Started

Trying to get domained email creating tickets in freshservice

We use Google Workspace with our domain being <example.com>. We want to have users email tickets to helpdesk@example.com to generate a new ticket (or tag an existing one). I’ve seen the advice “don’t use Google Groups” to do this, but I also don’t see the need to pay for a single user account just to have it forward all mail over to Freshservice and Google doesn’t support domain level email aliases.I have set up a group helpdesk@example.com and made a member of this group, examplehelpdesk@example.freshservice.com (the email address auto generated by the system) along with another test account. I even turned off “Collaborative Inbox” to avoid the problems this might pose.But when I send mail to the helpdesk@example.com address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group. Google email log report for Group delivered messageSo it seems that Google properly processed and delivere

1913

1 year ago

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