How do I....?

What’s the best way to implement a guided “Report an Issue” form? We support a particular application for a business unit.  There are a number of issues this team might need to raise via our service desk however there are 3 different Level 2 escalation paths that are determined by the type of issue they’re experiencing.  I’d like to expedite and automate their support requests as much as possible and reduce the workload for our Level 1 support team. My idea was to create a custom “Report an Issue with <Application>” form for them, where they could choose from a dropdown box of components they’re having an issue with.  Depending on the selection, I would run an automation to automatically escalate to another team by moving it between workspaces or assigning to an L2 group. However I see there is only 1 request an issue form.  I don’t want to make a custom field mandatory that ALL other users would then have to complete.  What’s the best way to solve this in FreshService? Thanks!

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

Hi AllI see this question has been asked but I am not seeing an Answer. There is a script to use to Create Subcategories in the Service Catalog. Can anybody that has this script please share it with me and advise where to put the script in the portal.Thank You

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Hello,I am looking for a way to merge 2 separate Freshdesk organisations into 1 organisation.We've taken over a company who has also a Freshdesk subscription and now i want to migrate this subscription into out subscription. Is this a manual thing or it there a migrationtool available?Thanks for answering.

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?

I was checking the total amount of closed tickets since we adopted Freshdesk and noticed that some contacts didn't have a company associated. I manually checked the contacts and was able to reduce this amount. However, I still have 158 tickets that no matter what still show the company as empty. Checking the underlying data showed me that some tickets are form customers (so they are actually contacts) while other are ticket opened by ourselves (i.e. agents). I tried to fill the company information for those agents and the issue persists. What I am missing? 

We just had the new Journeys module onboarded to our Helpdesk. I created a Sandbox duplicate of our production environment and began setting up the Journey. When I go to publish it I keep getting an error message saying that I need to assign a Workspace for the Journey. I select the HR Workspace and click Save…. and nothing happens. I click Save over and over and nothing happens. I think, well Onboarding and Offboarding were wonky in the Sandbox to the point I couldn’t use them, let’s try it in production. Same result. Anyone else getting this problem?   

Is there  a way to remove the popular items feature in the service catalog?  our users are creating generic service requests because thats one of few options on the popular items list over using a form for their specific request

As in the title: I need every time a journey request is opened, it is automatically assigned to a single specific group (so that they receive the assignment email).I don't see any specific triggers for journeys in the flows, and I can't find this option in the settings.How can I do this?Thank you.

Hi, I’d like to know if it is possible to create a dynamic section for a custom field which already has a dynamic section added to it in a service item form. I am unable to add nesting dynamic fields and there seems to be no solution article supporting this requirement. Any workaround will also be helpful !!

I am revamping our Onboarding with the new module, but there is no option for the stakeholders to deny an onboarding request. It doesn’t happen often, but occasionally our stakeholders will deny a request due to incorrect information or other reasons. That option is not available on the page they are sent to in the new module, only ‘Approve and Submit’. Is there a way to give them the option to deny the request and not create all of the child tickets once submitted as a denial?

I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted.  For testing, we are wanting to trigger creating a ticket for Critical notifications from Tenable. I’ve been scouring the web and Youtube to see if any further explanation of how to configure these aside from setting the Task window to once a week to run the recipe.Any insights or helpful places to look would be appreciated.  

Hi, i have an onboarding journey. After someone has canceled one of these, I want to open a ticket for the it support, so that we can delete the user in our Active Directory. Does anyone here have any ideas on how I could implement this?

Hey everyone. So, I’ve got the WhatsApp Plus integration set up with Freshsales Suite CRM, and I’m able to test campaigns using WhatsApp Plus templates without any issues. However, I’m wondering if there’s a simpler way to send WhatsApp Plus messages directly to a contact without going through all the steps like creating a segment, setting up a journey, and waiting for triggers. Is there a way to just click a button, kind of like sending an email or SMS, to send a message via WhatsApp Plus Activador?Any easy solutions would be really appreciated

Hi All,I've been trying for some time to integrate custom attributes from an Active Directory (AD) user into a custom field in Freshservice.  I'm using two specific attributes from AD, which are successfully displayed in another application—so I believe the issue lies within the Freshservice Enterprise App configuration.Could someone please share a screenshot of a working setup where this integration is functioning correctly?Thanks in advance for your support!Best regards,

Hi, I’m trying to use a dropdown field in a Service Catalog item that references a data source (Locations). My goal is to use this dropdown value in Workflow Automator conditions, specifically to route tickets based on impacted regions.However, when I select the catalog item in Workflow Automator, I can’t find the dropdown field under conditions. I tried using Impacted Locations instead, but the mapping didn’t work as expected.Does Workflow Automator support conditions based on dropdown fields that reference a data source? If not, what’s the recommended approach to achieve this? 

Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?

Hi All, Just wondering if anyone has a sampler code to add a “Go to Agent Portal” button or something like it on the ServiceDesk homepage? Something like the below - Thanks in advance. 

Hi everyone,We’ve set up the following workflow:Agent A creates a ticket. An automatic email is sent to Requester B.The issue is that when Requester B replies to that email, instead of their reply being added as an update to the original ticket, a completely new ticket is created.Does anyone know how to fix this behavior so that replies from the requester are correctly added to the existing ticket instead of generating a new one?Thanks in advance for your help!

Hi all, Hopefully an easy answer but I just can’t get it myself.I am new to customising the portal and haven’t got much experience with css/html. I am trying to remove the solutions option from the header menu.From looking around I have been able to remove onboarding, offboarding and the service catalog with the below code: #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{  display:none !important;}#emp-offboarding-list,#main-nav > div.main-nav-items > a.employee_offboarding.ficon-employee-offboarding{  display:none !important;}#catalog-list,#main-nav > div.main-nav-items > a.catalog.ficon-service-catalog{  display:none !important;} However, I can’t seem to figure out what needs to be done for the solutions?I have tried altering the above and changing the necessary fields to be solutions, for example:#solutions-list,#main-nav > div.main-nav-items > a.solutions.ficon-solutions{  display:none !important;} I’m su

Does anyone utilise Freshservice for the kind of scenario wherein the ticket is initiated by an agent and requires a requester’s input?  If so, what is your approach?   An example of such a scenario: Conducting a user account review for a system, so an IT system owner (an agent) will ask department heads (requesters) to review a list of user accounts and the permissions assigned, confirming that they are correctSome approaches I thought of:Initiating a ticket and sharing it with a requester?Initiating a ticket on the requester’s behalf and setting the status to ‘Pending’ ? Any ideas are welcome, thanks !