How do I....?

Is there an easy way to add different translations for menu items in the Freshservice agent portal? I have some Norwegian colleagues and there are certain fields which they feel aren’t good translations. They have provided some alternatives that they feel work better than the defaults. (e.g literal translation of journeys is “travels” but that feels like the wrong word in context of freshservice software)

Good afternoon everyone,First time poster here. 😁I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’ve tested this, if the agent replying is different to the assigned agent on the ticket then the assigned agent’s name is included not the agent responding. Hope that makes sense 😫Is there a placeholder I can use that references the agent providing the response regardless of who the ticket is assigned to?For business continuity purposes we review each others queues when someone is on leave or sick so this would be handy to communicate to the requesters. 

Hi everyone! I’m exploring ways to improve our Freshdesk ticket management and came across a tool that helps analyze ticket trends, SLA compliance, and agent performance in detail. The tool essentially connects with Freshdesk via API, pulls ticket data, and provides dashboards and actionable insights, which makes it easier to identify bottlenecks and optimize workflows.Has anyone used similar tools for Freshdesk? How did you integrate it, and do you have tips on getting the most accurate reporting? For reference, here’s the page I found useful: example tool link

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?

We have created a service item for email group creation. is there any way to validate if the email being created exists already or not before submitting the request

Hello Folks !One of the harder parts of onboarding new staff to a platform like Freshservice is the wealth of features available to them. Even after the initial training, new features and updates are being added each month. Keeping your agent base up to speed on these developments can be a challenge, particularly as the monthly release notes are written for an admin audience, rather than the agent base. New features either just work, are only relevant to ‘under the hood’ admin set up, or need to be configured by the admin team before the agent base can use them. That is, if the admin team even want to configure a specific new feature in the first place! These all present barriers to keeping your agent base updated and engaged with the platform. Expecting them to read and understand the release notes simply isn’t viable. The responsibility for delivering these updates sits firmly with the admin team. The real challenge is how these updates get delivered. The approach I have taken is to

Is it possible to associate a Change with another Change? I cannot work out how to do this.

Hi! We currently have our service requests set up to where an email is required to be entered.  Im looking to figure out how we can change that to have it be an autofill for a name instead. It would be easier for colleagues to look themselves or each other up by name rather than having to lookup an email. An autofill dropdown would also be extremely helpful in this sense too.  We had it set up at my last org so I know it is possible. Unsure how to do it here though   

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc.  The next step has User B fill out a form that will then be emailed to them. Is there a way to prefill some of the form with information provided by User A. I know you can prefill but is there a way to reference previous steps like {{UserAStep1.first_name}} ?

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board?  I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or something similar.  I started to play around in Analytics by cloning the Change Overview report, but I’m unable to get the URL for each change into the report to allow for quick access to each change.Thanks

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[category]=Sicherheitsvorfall%20melden!--scriptorendfragment-->!--scriptorstartfragment-->When I open this link the category field isn’t preselected.What I’m doing wrong?

Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated calls to the API until all software has been returned, then filter the results client side.However, this is inefficient, especially when there are 1000s of software records in the Asset database (due to discovery agents/probes).In the front end, the software list can be filtered by using the “search software” field. This calls an api endpoint - https://domain.freshservice.com/api/_/applications?discovered_view=false&filter=search&order_type=asc&page=1&per_page=50&search_term=Google+ChromeThis can be called in the browser (after logging in to the frontend). But returns 403 (Forbidden) when using the APIK Key authenticationAny ideas?    

Want to be able to add tasks to a ticket to deprovision each software listed to an offboarded employee.  I don’t see a way to filter software based on Requester via API.  I can see a list of software in the UI for an active requester, but the Software tab disappears when the requester is deactivated.  Hope it is possible via API or workflow loop.

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

Can someone tell me if i can add a number of service catalog items at once and if so, is there a template to do so? 

I have a question regarding the Freshservice portal for end users.  We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.Things are working well, but a few inquiries have have come about stating too many clicks and added time searching for items in three different fields to submit a ticket. Has Fresh thought about a generic ‘Search Field’ where a keyword is typed in and selected (pulling from the Category properties) that auto-populates the Category/Sub-Category/Item fields when a user finds what they are looking for? 

We had a need to add a custom field to our contacts called “Mark as Agency Delegate”. The idea behind it is that the contact is not the VIP (or agency Representative), but the representative (or VIP) has delegated control to the contact.Custom Field for ContactsI have a contact group that I want to include all VIPs and those who are marked as Agency Delegates. However, there is no way to select a custom field to add delegates to the list. I only have the built-in options. I must have access to my custom field in order to ensure that no Reps or Delegates are missed. 

Hi everyone,I’m setting up a Freshdesk knowledge base and I’m trying to organize external guides and tutorials for users. Some of my content is hosted on my own website, and I want to link it properly without affecting user experience or SEO.What’s the best practice for adding external resource links inside Freshdesk articles?Do you embed summaries first or directly link to full guides?For example, I maintain detailed walkthrough content here: https://stardewapkvalley.com/ (used only as extended documentation).Would love to know how others structure this.Thanks!

Hi all - I’m just starting out with FS. I am curious - we use M365 for our email. What are the pros/cons to using the built in email with Fresh Service vs configuring it to use our M365 environment?  Thanks 

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that triggered when someone on our equipment team check’s that box and generates a ticket into the Tech support ticket queue we have.  I currently have it set to send an email to our domain, and to me. I get the email, our domain doesnt which makes me think that exchange might be blocking it somewhere. That said, I don’t want to drag our networking team into this if I don’t have to, and I feel like Fresh sending a ticket from Fresh to Fresh should be an easy ask. So...what am I missing here? 

Has anyone setup a journey ticket where it automatically pulls the assets into the ticket, like it does in the out of the box offboarding module?

Whenever we add new subscribers, they have to verify their email, sign into the status page, and then manually adjust their timezone.  Asking a large number of users to perform these actions is going to cause a lot of confusion and inaccuracies.  Is there anything on the roadmap to better manage subscribers, particularly when those subscribers are also requesters and employees?  We should be able to manage these as company administrators and not rely on the users to configure these things themselves.

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.I tried to edit the type from the administration console, but it won't let me activate the request option. I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.