How do I....?

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 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? 

I can only find the ability to turn on Freddy ticket category suggestions in Global Settings. What if one workspace wants it and another doesn't? Or what if one agent likes it and others don't?  It seems a bit inflexible to make either every agent have it forced on or forced off. Shouldn't it be up to the individual agent if they want it or not? So how do I allow agents to turn on or off Freddy ticket category suggestions on their own account?

My manager wants me to add some questions for customers when they submit tickets. Those questions are long text so the current layout is no longer good. Currently for all the ticket fields, the titles are on the left side next to them. How can we put the titles above ticket fields? Do I need to change CSS or the new ticket page?Sorry I am new to CSS and Scripts.

We are developing a custom app to capture updates made to agents and requesters and send them to our middleware. However, we’ve noticed that changes to the Department field are not being captured in the changes JSON payload.Could you please help us debug this issue and confirm why the Department field changes are not being tracked?

Currently, the system does not have the capability to export changes associated to a release. The ability to disable association tab after a particular status should be provided.

 I am testing adding a script to Customize support portal. When adding and saving a script, I get an error message - ‘scripting is temporary restricted to avoid spam’ Any idea how to unrestrict this?

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,

How to remove the access to “Services” under “IT Operations” module in freshservice without affecting the access to the “Assets” module. Because “Services” is implicitly tied together with “Assets”.  

Hi, I have a service request that triggers workflow which adds a bunch of tasks. I also have a task workflow that runs when tasks are created that is supposed to set the due date of the task to that of the ticket. But for the life of me cannot get my task workflows to execute at all, even after adding some timer nodes to prevent them from running for a few minutes after the request is made. Any tips for using task workflows to set task due dates? 

Hi,I have a setup where I’m using Transactional Email templates triggered using Zapier webhook and the the integration itself works fine and triggers the given email as soon as the data is sent to webhook.But when I enter the variables like {{token::first_name}} to the email template which is being triggered the email is not being sent at all, although the Zapier says the data is sent to Webhook with 200 status. I want to map this first_name to the email template and then send the email, but this {{token::first_name}} is not working, the Zapier doesn’t allow to change the data object to tokens, as given in the API documentation.Please let me know how to resolve this issue.

Hi, I’m trying to make a business rule that will hide a ticket field in all instances unless the ticket is a specific service request. Here in the conditions field of the business rule both “Current Ticket.Item” and “Ticket Forms.Item” dont show when typed in. The fields take the input, I can backspace for as many letters as I type before the begins taking out the condition and the field. But no dropdown appears and pressing enter does nothing.Anybody know how I can hide a field on all tickets but one specific request item?    

How do you designate which agent groups appear in this Responder Group drop down?  The only one that appears there for us in the Infrastructure Group.  

Hello,I’ve a PowerQuery in Power BI which is loading my tickets, works perfectly! Except that when I want to refresh the dataset online, I’m faced with an error saying: This dataset includes a dynamic data source. Since dynamic data sources aren't refreshed in the Power BI service, this dataset won't be refreshed.According the MS Forums, I’m being advised to use RelativePath in the query but I got an error that it’s been a Bad request. Thing is, I wasn’t prompted to enter the API key again. Can you help me out setting it up?

We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.Process would be:Scan QR code User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc) Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue.  Ticket is then routed to the correct team dependant on the workflow behind each answer.My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how. TIA

Hi,I need to send Activation email in Freshdesk to a filtered list of unverified contact. The standard view “Unverified contact” list all the contacts but I need to apply some filter like “All unverified contact of a specific company” or with a specific value in one of the custom field that I have defined. Why don’t you add the filter option also to the Contact entity like we have for the ticket entity?Nicoletta

Hello.  I’m a new user and new to this forum.How do I search the description of open tickets  in Freshdesk for a keyword then update the entire result set, either manually or with a scenario (which is still manual)?Thanks,  Chuck

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,I have to create a new queue with all agents inside, but agents belong to different time zones (from US to China). Is there a way to assign the business hours to agents and not to queues?ThanksLapo 

Hi,In the Freshservice Sandbox environment, is the Neo Admin platform a separate, replicated instance of my production environment? I'm specifically interested in testing changes to password complexity settings without impacting my live production environment.

I’ve been racking my brain around this. We use Freshservice for our internal staff and therefore require all users to log in before submitting tickets. Recently, we started using custom cards to make specific URL redirects more readily accessible to our staff.What I couldn’t figure out is how to hide these custom cards from the non-logged in users. Here is what it now looks like for both logged in and non-logged in users as well as the custom code we used to accomplish this. Mind you, I’m not a coder and used Copilot to accomplish this so there might be a better way, but this allowed us to accomplish what we needed:Logged In User Non-Logged In User

I am trying to implement custom scripts specifically on the offboarding page for the second part of the process(Reclaim Assets). Our imported assets have a naming standard, usually follow PREFIX-Serial#. We want to make it easy for the user to complete the form by changing the displayed name from the above to Laptop without actually changing the asset name in our inventory. I know how I can achieve this using JS but unsure where I can put the custom script under portal designer :(I’ve tried footer page and have had no luck. I assume this page is a public page and scripts implemented under portal designer do not apply? But than again, I have to sign in to access the page so I assumed this was not the case. 

I have a custom card widget that’s been created as a shortcut to a Service Catalog item. This item however is only available to one requester group intentionally. While the item is restricted to all other requesters, the card widget is not. Rather, it will just redirect to an error page for anyone who is not in the designated requester group. Is there a way for me to hide this widget to only be viewable by this requester group to avoid others clicking on it and being concerned about the error page?

I currently have 2 separate ticket forms, and I would like to add instructions to 1 of the forms. How would I accomplish this? 

Hello community, Employee satisfaction among my users is around 20% with Freddy.AI. We're working on incentivizing positive ratings and building a knowledge base based on the "Not Helpful" feedback.Has anyone had a better experience? If so, how did you achieve it?