Getting Started

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

Hello,We have an email address which our IT Workspace frequently forwards from tickets to and liais with the delegates of that email mailbox. Today that team was setup with a separate Workspace utilising this email address.Is there a way that we can still forward from our IT Workspace to this email address so that the team in the other Workspace can respond or would we be forced to use the Move functionality?It is causing quite the headache at the moment.Thanks!

I’m ok and Alright.

Here I have attached the log file for reference."success": false, "error_code": "2001", "errors": "Unable to connect to the remote server" Why it is failed and how to fix this issue.

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

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?

Question, how should the relevance of searching in Freshservice solutions work? I have an article where the search term (single word) is 16 times in the text, none in the title, no tags or keywords. That one is on the first position at the search results. Another article has 19 inclusions in the text and 2 times in the title and that one is on the second position.I am wondering what the relevance determines and what is the best practice for Freshservice to influence the ranking for your articles? For the most popular search terms, it is important to show the results which are most important to the organisation.

We are wanting to add a approval process to our tickets.how do we add the users managers to be able to approve any request? 

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much. For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself. Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution? What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?Many thanksJen 

Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated  

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”

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?

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. 🙂

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

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?

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

In service catalog we can use custom object as data source to set a dropdown field but not in field manager set for incident forms. I assume custom object should be available for both or more scenario since it is designed to cover the shortage of default framework of Freshservice. Could you explain why custom object is not applicapable for incident fields?

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

We are trying to setup a custom field to show on ticket creation ONLY after hours. This field would be used to signify that the user is requesting escalation / immediate help after hours for our on call team to handle vs being able to wait until the next day. We don’t want to this field to show DURING business hours, and that’s what we’re struggling to achieve. Using Business Rules for Forms seems like the way to go, but there’s no Condition criteria for time of day. Any ideas?

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.

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!

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?

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

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.