How do I....?

I am creating an onboarding journey and I’ve added a few custom fields to collect information on system access for systems that the IT group (the only ones in Freshservice) doesn’t own. I want to send notifications to the owners of these systems if it is selected telling them to add the user. However I do not see the option for that custom field in Workflow Automator. How can I send emails that are conditional on the value of a custom field added to the first form in the onboarding journey? 

Hi i want to ask either i am allowed or will be appreciated to share my work on this platform or it may be rejected, Here is my project

Hi everyone, I’m setting up contract management in Freshservice and noticed there’s only a single option for contract expiry notifications. Is there a way to configure multiple reminders like 90, 60, and 30 days before expiry, or is this currently not supported? How are others handling missed alerts or follow-ups in this case?

I am testing the new journeys to potentially replace the onboarding / offboarding journeys. In the new approach, for onboarding employees they no longer click a link in an email to select hardware, instead they are assigned a task and receive a separate email to notify them of an assigned task (horrible approach, but fine I will run with it). I would like to edit the wording of the notification email they receive, since it is not very user-friendly - I see under General > Notifications that it is available but all options to edit it are greyed out. Why is this the case, and how do I edit these notifications? I asked live chat support, but they had no answer or understanding of the problem, so I gave up!   

Hi Freshservice Community,We’re looking for best practices to set up a semi-annual asset attestation process in Freshservice.Goal:Every 6 months, each employee should review and confirm the IT assets assigned to them (e.g., laptop, docking station, monitor(s), headset, phone).What we want to achieve:The employee receives a request to review their assets They can Approve (everything is correct) or Reject (something is incorrect) and add a short comment If rejected, IT can update/correct the asset ownership/assignment and then close the request as “verified”Questions:What is the best way to configure this in Freshservice? (Service Catalog item + Workflow Automator + approvals, or another approach?) Is it possible to automatically show the requester’s assigned assets inside the ticket or portal? Or is the recommended way to attach an export/report to the request? Which asset

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? 

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.

Ok another long term scenario I still cannot resolve and curious if anyone else has this issue and foudn a solution. Lets assume we have an azure AD tenant with 6000 actual user accounts and 3000 shared mailboxes.  We can use azure provisioning to auto create requesters in Freshservice, based off of a group membership which we could specify requires the Azure account to have an employee ID for example, so we have 6000 requesters in Freshservice. If we assume users create tickets via the portal and via email how do we stop people sending emails from one of the shared mailboxes thus creating non-user requesters? You have to assume that the email domain of the shared mailboxes will be the same as the users, so we can’t filter the emails on the email domain There is no way we can specifically exclude 3000 email addresses from the mail flow rule All emails show as internal so we can’t use that as a filter optionDoes a

Hi All I have a Service Catalog form for the process of replacing assets due for refresh. There is a dropdown field where the data source is the asset list. I would like to use that value to automatically associate the asset to the newly created ticket. Can i do this through the workflow automator? If so how? Ideally once I have got this working I want to intrgrate this into other workflows with associating assets. Updating asset states/assignee’s if possible

Hello, So we want to use a semi-sequential setup.Create 1st approval chain, “Manager”, he approves the ticket.Create a 2nd approval chain for “VP”. The issue is, he is unable to see who approved the ticket before because they are not part of the same “chain”. Is there a way to modify the ticket view to see all approval chains?  

Hello, So we want to use a semi-sequential setup.Create 1st approval chain, “Manager”, he approves the ticket.Create a 2nd approval chain for “VP”. The issue is, he is unable to see who approved the ticket before because they are not part of the same “chain”. Is there a way to modify the ticket view to see all approval chains?  

Hello, So we want to use a semi-sequential setup.Create 1st approval chain, “Manager”, he approves the ticket.Create a 2nd approval chain for “VP”. The issue is, he is unable to see who approved the ticket before because they are not part of the same “chain”. Is there a way to modify the ticket view to see all approval chains?  

I was interested in upgrading from the growth plan. I was trying to find a price difference and when I click next it said I ordered the product. I instantly sent an email to Freshdesk and called.  I told them that it was an accidental purchase, and I want refunded my money and put back on the growth plan. All I keep getting is the same email asking what the issue is with my pro plan and how they can help. They are intentionally avoiding refunding me my money. To me it seems like a poor business decision to lose $10,000 a year in business from us over trying to hoard a couple $1000 but it's your decision to make. I cannot get any answers from anyone on email, and they have stopped answering my phone call.I can't believe I have to go resort to filing with my credit card and blasting my experience all over the Internet.  Even trying to make this post is difficult. They don't have any subforums for billing

Context:I work in a construction company. We have multiple construction projects. For each project, I want to create a journey. Some phases of the journey should trigger service requests (e.g. set up the financial elements of the project). The service request has tasks.Issues:I can add a service request to a “Create Task” > “Collect data” > Service Request but only as a checkbox.  I want the task to automatically add the Service Request. If I add 2 service requests to a single ticket form, the resulting ticket has one long list of tasks, rather than 2 service requests, each with their own tasks.  I definitely need 2 service requests with separate tasks ThanksBrendon   

I am looking to see if anyone has created a workflow that will kick off when a change ticket is moved to a status of implementation so that one or more service request tickets will be created?

I want to be able to track the Device 42 Technical Application Owner and Business Service Owner for Business services synced with Freshservice. Is it possible to add this to the mappings.xml file? If so I can’t find where to do it.  

For incident management- can an incident be fully acknowledged by the group assigned before routing over to another support group?  As an incident manager I want to be able to see initial group/agent acknowledged, document prior to routing to another queue. 

I want to be able to track the Device 42 Technical Application Owner and Business Service Owner for Business services synced with Freshservice. Is it possible to add this to the mappings.xml file? If so I can’t find where to do it.  

We are migrating from a different ITSM tool to Freshservice. In our current tool we associate services to service items for reporting and use them on incidents to help identify the proper support group. In Freshservice, Services are assets so they are available only on the IT Workspace. We will have 6 business workspaces and want to be able to track services on those workspaces. Has anyone added Services to business workspaces? 

Hi everyone! I’m trying to set tickets to always go to the Pkrapp team lead first using workflow automations. I tried X and Y but it didn’t work. Anyone found a solution?

Please add search functionality under outward sync; without it its become very cumbersome to search the desire item when list happens to be quite long. 

Please add search functionality under outward sync; without it its become very cumbersome to search the desire item when list happens to be quite long. 

Am I missing something or is there not a way to add any other filters to a dashboard widget for Tasks. The only one that seems available is “My Tasks”.  

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.