Getting Started

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 and would make it easier to understand how their tickets are progressing.

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.

Is it possible to create a service catalog item that a requestor can use to select items from a list and add a quantity to a “request form” then have the total cost of everything being requested shown on the form before it get’s submitted?T​​​​hanks in advance for any thoughts!

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

Trying to get this module to be useful. I can’t customize it because even if I turn off Asset/Software, these tickets still exist. The 2nd Revoke Software access is one I created to try to get around the fact that you can’t alter certain fields, but that didn’t work, and now it’s just stuck there.Is there a way to reset the offboarding module or delete these child tickets? 

Good day, I have a template with a lot of custom fields in, some of which I would like to have the data replicated in an email as part of an associated workflow. Could someone please explain to me how this is achieved as there doesn't appear to be any logical way of doing this. Thank you.

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊 

Hi our company is currently using the onboarding users in the portal page my manager has a requirement that if the person being hired is from Finance or Accounts department then the additional dropdown field will enable and vice versa. We also use workflow for onboarding, how will you fix this one? Expressions or condition on work flow? Thanks

I don’t like how a user can mistype the default email address and create new/potentially invalid requester records. I want that to be a lookup over requesters. In what way can we bypass the default behavior? Other areas allow user lookups with the type ahead/search control.  

 Is there any way to remove this field or change it a plain text field? Currently it’s hardcoded to require an email address for an individual you’re requesting items for. We have some instances where an employee or a new hire does not have an email address yet and it would slow things down if we had to wait for an email address to be created before ordering certain items from the catalog for them (before their start date etc). If I select the filed, I can’t remove it and can’t change it to remove the Display to Requestor field. I have full admin access so not sure why I can’t edit this?  Any thoughts or ideas would be much appreciated. 

In an effort to improve our solutions that we have within freshservice i would like to be able to export them to a report and review solution namesolution categorydate createddate last editeddate last viewednumber of views ranking (if people thought it was good or bad)name of engineer creating/editing the solution

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