How do I....?

I try to create a new Service Catalog Item, i want to use the Custom Field “URL”.But all i got is a simple Textfield, without a link or the opportunity to insert a link

I am using the Changes module to track IT change requests and its workflow from Request initiation to Go live with multiple stages in between. I want to find out how much time was spent in each stage of the workflow. This is similar to the time spent in tickets module. But i cant find a equivalent for the changes module. If i could get the activities details through an API that would be the best, but dont find an API that would get me the activities details for a change.Any Ideas ? 

every time you folks at FW put out a new feature, it consistently has some elements that make me wonder who the heck is approving program design over there.  Today’s frustration:  exploring the new Journeys.  There’s a form widget to add attachments, but you only allow PDF, TXT, PNG, or JPG.What do you guys have against word docs or excel spreadsheets?  Why place any restrictions at all?All of my onboardings are documented using Excel, and while I may or may not agree with using excel this way the point is this is ingrained into my company’s process, it’s not going to change.  So I guess this is another “improvement” that we won’t be able to use over here.I would discuss this with my account reps, but (once again) they seem to have disappeared.  I can’t bring this up to the so-called Insiders program y’all invited me to, I have not gotten a response to my request for a call since May. FW had me in a “top contributors” group that met, I think, twice last year and nothing since.  Serious

Hi all i want to close all connected incidents if i close a Problem. there is a default workflow but this is not workingi have to close the incidents by hand, after this i can close the “problem” - how can i fix this  

Hi all is there a way to add auto. for every PO the same Approval “Group”?for every PO our CIO has to approve  

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,

Greetings!My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

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?   

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

When attempting to resolve a ticket I select send and set as resolved. It takes me back to the que and the ticket is still open. I have to switch it to resolved again. This sends out to resolved emails to the requestor. I use to be able to send and set as resolved. Please help

I notice that a lot of tickets that require a response get buried in other “Open tickets”. Would be nice to filter tickets that are either “New” or “Customer Responded”

Hello! I have question that someone may occured before and have a solution, hopefully.We have work divided between Sales and Production, and we’ve run into a problem.We want Group Sales to see all tickets, but Group Production should only see production-related tickets (not Sales tickets).This restriction should also apply to the search function, since we don’t want Production to see any business agreements.We thought about creating duplicate groups (e.g. Group X Confidential, Group X Production) and hiding the other one, but that feels too confusing.Do you have any ideas how we can achieve this? 

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’m building some workflows in FS and i’m using the Azure AD Orchestration integration to my Azure AD.I’m trying to build a workflow regarding access request to Azure AD and want to make lookups from FS directly to AAD. Is this possible? As of currently i’m using object IDs in the workflow which is lots of manual work and prone to human error and honestly lots of administration. I want it to be automated and that a user should be able to lookup access groups (maybe based on some attributes or a specific nested group). If you have any other suggestions to create a automated workflow with provisioning I’m glad to accept. Thanks

Hello Everyone!Thank you for the fantastic response to the Freshservice Benchmarking Report walkthrough session! 🙌​@Anusha and ​@viswanatha.mehta  will be walking you through the highlights of the report, including: 📊 How organizations like yours are performing across key ITSM benchmarks 🔍 Emerging industry trends and where teams are investing 💡 Actionable insights you can take back to your own service operations ⚠️ Note: This is not a product demo — it’s a focused walkthrough of the report and insights only.👉 Join directly using this link (if you haven’t received one already):https://freshworks.zoom.us/webinar/register/WN_ZA4RqMJoQJyxYrjtzRlSxg📥 Download the report ahead of time and come ready with your questions:https://www.freshworks.com/freshservice/benchmark-report-2025/We’re excited to dive in with you and explore how these benchmarks can guide your IT strategy. 🚀

Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar/register/WN_zc1VkOwISK-KzdVBX7Zyng🎥 RecordingIf you can’t join us live, don’t worry. The session recording will be posted right here on this thread after the event, so you can catch up anytime.This thread will also serve as a follow-up space — so you can continue the conversation, share takeaways, and ask anything else once the session is done.Looking forward to seeing you there! 

Hi all I've recently added the SaaS module, primarily to manage Microsoft 365. After integrating it, I noticed that all my guest accounts were automatically listed as requesters. I was able to clean this up manually once, but it’s not ideal. The bigger challenge for me is the workflow. I’d love to hear how you’re handling this. Under "Software," the Saas Module created a new entry called Microsoft 365, which includes all the licenses we have in our tenant. However, I’m unsure how to assign these licenses to individual users. I need to distribute specific licenses—not just the general Microsoft 365 bundle. For example, one user might have Visio, while another doesn’t. All licenses are grouped under the Microsoft 365 entry, which makes it hard to manage. I hope that makes sense.Additionally, the SaaS module automatically created separate software entries for some Office 365 applications like SharePoint, OneDrive, and Outlook—but not for all. I’m not sure why only certain apps were added

I struggled with the existing instructions, hopefully these steps are clearer:By default, there are five asset states in Freshservice,In Use : The asset is currently being used by somebody in your organization. Missing : The asset isn’t being used, but cannot be used since it’s missing. In Transit : The asset has been ordered from a vendor or is being moved. In Stock : The asset is readily available for use. Retired : The asset is too old, or isn’t functional and has been retired. Add your custom asset state here for our team I used recycled/ destroyed.Follow the next steps:Click on Hardware Field (Parent Folder) Choose Edit  Click just right outside the “Asset State” field (when cursor changes from one pointer to four pointers) a new menu opens. In “Field properties” Add a new asset state by clicking "+add new choice" and select done. Choose “Update” in right top corner. Refresh page and voila.  

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

Context / GoalI’m trying to build an automation in Freshservice that sends a Slack notification when a ticket stays in Open or Assigned status for more than 7 days. The idea is to alert the IT team so that old, unattended tickets don’t get stuck without action. Setup so far  I’ve built a Workflow Automator that:   Triggers daily. Checks ticket conditions (status, agent response time >168h, workspace, agent assignment). If conditions are met, it should send a Slack message to a channel. I also considered using Supervisor Rules (since they are time-based), but they don’t allow Slack actions directly. To work around this, I tried combining Supervisor Rules (to tag tickets) with Workflow Automator (to catch the tag and post to Slack).  Blocking issues / doubts  Triggering: Workflow Automator is event-based, so it doesn’t easily “scan” existing tickets unless combined with Supervisor. Slack action: In Supervisor Rules, I don’t see Slack as an available action (only em

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

We have our solutions that we are using as KB for IT and general staff, but when looking General staff have access to view all the documentation that is specific to the IT team. can we adjust the permissions of some documents to only be to the IT Team and not public to everyone?

Would like to hide Mark ticket as Closed button for specific service item I have CSS which Hide across . Please suggest 

Hi allIs there a way to add my own button/category to the New Ticket screen—similar to the buttons in the screenshot below—and have it open a dedicated (standard) form just for that purpose?What I’m trying to doShow a custom button for a specific request type Route it to a unique ticket form with its own fields/defaults I’ve looked through Admin settings/configurations but couldn’t find an option to add a new button or map a category to a separate form So, Is this supported in Freshdesk? If yes, how do I set it up (steps/docs/code examples welcome)? Thanks