How do I....?

Hello Fresh Community, I submitted a request to FS support for guidance on removing the menu links for “Onboarding requests” & “Offboarding requests” from FS home URL page. These links are towards the bottom of the page next to “Open Tickets”. I was told by FS support they do not support the removal of these menu links and that I would require to hire a service implementation partner to assist. In my opinion, going through lengthy discussions and paperwork with a third-party vendor was not on my mind to simply remove/hide these links from my org’s user base. Does anyone know how I can get remove these links?   

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 am new to fresh work and want to add custom JS/Html, where in i want to call thirds party javascript libraries inside my freshservice support portalis there any way to do so, since i am unable to find a relevant doc and on adding custom script it throws error that scripting is not allowed

I would like to be able to restrict tickets from being closed before the due date, specifically with Offboarding tickets. I am capturing the employee’s end of tenure and using that to set the due date for the Offboarding ticket that gets generated. When the ticket is closed it will begin an automation to remove the user’s account from our environment, and I want to make sure this cannot happen before the employee actually leaves. Thanks!

I’ve been using Freshworks (free plan) for a few years to monitor various servers I manage for myself and for a few community organizations.Beginning on the morning of October 4, I started receiving frequent, recurring alerts about multiple services. The only ones affected are running on ports 443 (HTTPS) and 993 (IMAPS). It appeared that those specific ports were suddenly bouncing up and down on multiple different servers, which is odd. Using other tools, I’ve been unable to find any evidence that those services are actually failing at all.I’ve paused the affected monitors to silence the alerts with the hope that some transient issue would be resolved. But now, 8 days later, the problem persists.Has anyone else observed this behavior? Any ideas what might be causing it?

How do I build an expression for a workflow automation in Freshservice that if a ticket.count is equal or greater than 5 it creates a problem

Solved

Hi, I wan my custom feild to be lite the dscription box is automatecly I want “beskrivning av ärende” to have the funktion like “Description”. And not be in the right corner like the pic below  

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.     The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them.

Hi,We have created an optional custom field on our service desk ticket form to record who was at fault (if anyone) for a particular ticket to monitor the levels of errors made by staff to help with training.We already have the Requester field which automatically populates the Dept field based on the Requester’s set Dept.I have now created a second field which is using the Dept data which I want to automatically populate if the user at fault field is filled in, based on their dept and not that of the Requester field as this can often be a different person.Is this possible?Thanks,Stephen.

Hello everyone,I work for a clothing brand called Warren Lotas, and I'm looking to learn more about Freshworks tools that could help us improve our customer service and streamline processes for e-commerce. Are there any specific Freshworks products or features that others in fashion or retail have found useful for customer support and engagement? Thanks for any insights!

Is it possible to have the entirety of a forwarded email be a private note?  We know how to put the ticket number in brackets [#INC-XXX] to have a forwarded email be associated with a ticket but in some cases we’d like the requester to not receive the information enclosed in the email such as purchasing information or background research.  We understand we can use the email commands to make the body of the email listed as private but would like to have the requester not receive any notification about the email being added to the ticket.  Is this possible? 

The ask here is we have a multi dropdown containing a list of applications. The owners of the applications are polulated in a custom object. Once the catalog item is submited. For each application selected in the dropdown. It should send an approval to the application owner which can be oulled from custom object. Using "Workflow automator".

Hi - I am getting random tickets that are not sorted accurately when I Sort by: Last Modified DateI can’t find a pattern to why certain tickets are treated this way.Does anyone else get this behaviour and is there a fix or known cause?Thanks 

With the advance of workspaces and the way in which FreshService has changed inside our business to include functions ranging from IT to HR to Business Support we have seen the amount of requesters sky rocket. This has meant that when requesting items through our service catalog colleagues searching for persons to cc or request items for are able to see both our business email addresses and potentially other companies email addresses and can then accidentally CC them in etc. Is there a way to limit the requesters that colleagues can see when requesting items? I can see there is a ‘Requested For’ section but the only way to limit this is either Department or Location - neither of which are very helpful in this situation. Is there a way to limit this just so that requesters can only see requesters with a certain email domain or that are contained in a certain requester group for example?

Hi,I'm trying to find a way to clear a field using the Workflow Automator, but I can't find it.Here's the situation: I've created a custom date field that automatically fills in the current date when a reminder is sent for a ticket that has the status Pending User. What I would like to do is clear that field using a Workflow Automator if the status of the ticket is changed “Pending user” to any other status.By the looks of it this is not possible. Does anyone of have a similar setup and how do you work around it? Or is my only hope a feature request (idea) and pray to the gods my request will be fulfilled?Cheers,SnuffleRoe

Hi,I've tried editing the HTML for ticket templates but it never seems to keep all the styling.....For example in Visual Studio I created a very basic template:What I received in the email for a new ticket notifcation though was :In other tools like Spiceworks etc, copying basic html code from something like Visual Studio has worked flawlessly and the finished template is exactly what I designed.But the HTML in the Freshservice product just doesn't play ball....Has anyone had issues like this? Or can point me in the direction of a guide to how Freshservice HTML works in these ticket notifications?!Thanks,Scott.

Hey everyone,I played around with automations, but I don’t have much experience in this area and haven’t been able to get it to work. My goal is to create a service request with a dropdown option for selecting a workspace, so tickets can be automatically directed to the specified workspace. I figured I would need to add a custom dropdown field for this, but I’m not sure how to set up the automation.Is this even possible, and if so, could anyone provide some guidance or suggestions?Thanks!

This is regarding the request to reset our CRM. Unfortunately, this request has not yet been addressed for almost a month now. To reiterate, I need a detailed list of configurations that would be lost if we were to proceed with creating a new account, including templates, user permissions, integrations, custom fields, workflow rules, and any other relevant configurations. Could you please provide the escalation matrix to ensure this issue receives the necessary attention?

Hi All,Using Freshservice Enterprise here. I was wondering if anybody has experience with syncing Changes from Freshservice to JIRA.  Our developers work in JIRA and always will, but for all of the benefits of ITOM, we want to have changes logged in Freshservice. I was just wondering how we go about doing so without duplicating work. Thanks in advance!

An example.  A ticket exists between an Agent and a Requester - I as another agent am asked to order something for this ticket I order something from Amazon.  The email I get from amazon I would like to add as a private note to the ticket by forwarding that email into the Freshservice ticket maybe with a subject of TICKETID=123; Add private note. This is a poor example but is it possible to email an update into a ticket without being part of that ticket conversation and using something in the subject line to add to a ticket rather than create a new one?

 We have an English language satisfaction survey and I’d like our Brazilian staff to receive the survey in Portuguese(Brazil).I have that language pack added to our FreshService instanace.is there a way to achieve this?

Since we upgraded to Freshworks Organization, we lost the ability to edit photos for requesters, agents, etc. Looks like the only way you can do this now is for your own account. Is there something I missing? When clicking Edit Profile, there’s no tab that includes the photo. Do we need to turn something on in the admin section??

Hello Freshdesk Community,We are currently using Freshdesk to log and manage customer support tickets from our mobile application. Users can raise tickets via the app, and agents handle these tickets through the Freshdesk portal.We aim to achieve the following: Real-time Updates: Whenever an agent updates a ticket on Freshdesk, we want users to immediately receive a push notification on their mobile device. Displaying Ticket Conversations: Users should be able to view detailed conversations and updates made by the agent directly within our mobile application. Additionally, users should be able to respond or add further comments to the existing ticket thread from within the app. Queries: Does Freshdesk offer webhook support for triggering real-time notifications upon ticket updates by agents? Can Freshdesk APIs provide sufficient details (e.g., ticket status, conversation history) to display and interact with tickets effectively in a mobile client application? If anyone

I want to link from each customer in Freshdesk over to other apps that are relevant to that customer as well. But I can not find anywhere to add a click-able link on the customer page besides their primary domain.I have tried adding HTML directly to the notes field with no luck.