Getting Started

We are new to Freshservice and we have 3 admins.  We have been thinking about how we can be sure the Sandbox isn’t overlapped with the other admins making changes.  There is no way in Freshservice to see who created the Sandbox and who is working in it.  How do you guys manage the Sandbox with multiple admins?  I want to ensure we don’t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.

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?

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

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!

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?

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.

how to configure SAML SSO with ADFS

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

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:  

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!

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.

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.

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

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!  

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).  

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.

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? 

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….

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

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.

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??????!!!!

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? 

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?  

forum fail BROKEN cannot create real post with screenshots @support 

I’m introducing Freshservice to our IT Department. What are your favorite, lesser known features that I can introduce them to? For example, canned responses and scheduler look very useful. Are there other features that aren’t commonly known that will make their lives easier?