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How to customise the service desk portal to raise tickets directly for a workspace?

  • October 15, 2025
  • 2 replies
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If I have a freshservice setup with three workspaces:

 

IT

HR

Facilities

 

Currently the service desk has the standard “Raise an issue” card, and if the requester selects it, they go to the ticket form, where they have to select the workspace in a dropdown.

 

I would like instead to have a widget that has an clickable image or button that says “Raise an HR ticket”, “Raise an IT ticket”, “Raise a facilities ticket”. These will go straight to the specific workspace version of the form.

 

 

 

Best answer by ITMike

​@IanW this isn’t something freshservice can do unfortunately.  I’m hoping it’s on the roadmap as it gets asked fairly often.  What we did was create a service item that looks just like the Incident screen and then use that url as the card address.  Depending on how you have your system setup you can go a step further and make a workflow for it to automatically convert the ticket to an incident after submitted.  If your using cases of course that wouldn’t be necessary.

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      ITMike
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      • ITMikeTop Contributor ⭐
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      • October 21, 2025

      ​@IanW this isn’t something freshservice can do unfortunately.  I’m hoping it’s on the roadmap as it gets asked fairly often.  What we did was create a service item that looks just like the Incident screen and then use that url as the card address.  Depending on how you have your system setup you can go a step further and make a workflow for it to automatically convert the ticket to an incident after submitted.  If your using cases of course that wouldn’t be necessary.

        D
        Skilled Expert
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        • Denise.S.P
        • Skilled Expert
        • February 13, 2026

        What you are asking for is highlighted in this video on the Freshworks University, Freshservice Expert Session: Design, Deliver, and Evolve.

        Freshservice Expert Session: Design, Deliver, and Evolve

        They have all “Tickets” coming into the IT Workspace.  The other Workspaces do not appear in the drop down, but instead are on the landing page as clickable sections to access.  I wish they had how to documentation to back up how to accomplish this.  It looks like the video was posted in August 2025.

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