How do I....?

Currently we use a separate spreadsheet that we use to keep track on how much of a product we have. We will receive our PO in Freshservice and then manually head over there. I was trying to see if there was something I was missing within Freshservice that would allow us to do this? I noticed there is a Add to inventory button on top of the PO but it seems to always be greyed out.

Hi,I have been trying to get Azure DevOps integration working via the Azure DevOps Connector app and using your DevOps recipes.On the Azure DevOps side everything appears to be working so far, I can see successful queries pulling back data and mapping fields when testing. However, whenever I try to add the “Create change in Freshservice” action I see an error at the top of the editor - “Something went wrongundefined method `map' for nil:NilClass at line: 7730”I see this on a new action, even with just the most basic mandatory fields provided and no datapills included.If I try and test run the recipe I then see it fail on that action with the following -“500 Internal Server Error: {"message":"We're sorry, but something went wrong."} at line: 6005 called from: 6004”, but very little other information to go on.Would you be able to assist at all please?Thanks.Adam.

Hello,If we have problem customers that we want to flag up when they contact us, or have their tickets automatically assigned to a certain person, is there an easy way to facilitate this? Thanks, Craig   

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Hi everyone,We setup lot of service iitems, but when requesters create a request we see:Service item, their name follow by (Me).How we can remove the (Me) thing from the ticket name without having to use the API or anything else? Do not occured every time.Its kinda weird to see that in tickets..Ex:Inside our workflow we change the requester, but we need to set the requester and the requested_for_id to be the same value. Is it the reason? If yes, how I can empty the “requested for” field value using api?Thank you so much for your time

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination o

I’m specifically looking for a recording of this event.  Freshservice automation for Cybersecurity Incidents, Tue, 22 Apr. 2025 at 20:30, Asia/Kolkata | Freshworks CommunityBut in many cases, I can’t find the recordings of events I wasn’t able to attend.

I want to have the change type automatically assigned based on lead time. For instance if lead time is 5 or more business days than change type would be set to Normal. 

Hi, I’m using a bundled service item to create child tickets for a specific request. The child service items need to be available to everyon so that they can request them from the bundled service item. But I don’t want the requester to be able to submit the child service items individually. What I’ve done to accomplish this is hidden the child service items using a portal customization. Even though the child service items aren’t visible, they do still get added to the search results list causing other service items to be placed in the back of the results and causes some issues with search. My question is, has anyone been able to prevent search from indexing a specific service item?

We are looking to make vendor contact info visible to end agents who can access the contracts.  At present the only path we see is to give the agent access to the admin level “configure asset management” but that is too much access.  Can I make the vendor contact visible, or is there a way to give agent a read only to the vendor list? 

I'm looking to enhance our team's efficiency by integrating Freshworks with other tools we use. Could anyone share best practices or resources on setting up these integrations?​

For reply there is a template (Workspace → Email Notifications → SYSTEM Agent Reply Template) to set subject and body, how to do this for forward?

Hi Freshworks community! 👋We recently helped a client optimize their Freshdesk setup and saw response times drop by 40% while improving customer satisfaction scores. Here are some key takeaways from our experience:🔹 Automation Wins: Built custom workflows to auto-route tickets by urgency/type Implemented canned responses for common inquiries Set up SLA policies with escalations 🔹 Pro Tip: The "Observer" role was a game-changer for training new agents without risking live ticket mishaps.Our team at Expert Consultants specializes in helping businesses maximize their Freshworks investment. We'd be happy to answer any questions about our approach!Question for the group: What's been your biggest Freshdesk impleme

We need our agents to view the SLA level/requirements for any company he supports. However, to allow that visibility it requires we grant the agent “play god with super admin controls” which we do not want to do as that allows many actions we wish to limit. Is there another way to allow this visibility? 

Hi,Various Asset types can have different components.e.g. Servers show “Processor”, “Memory”, “Logical Drive”, ..   or Printer show “Input units” or “output units”.for Switches the only component is “Interface”.how can i define and fill a new component for a switch. i want to add different modules such as “Power Supply” or “SFP”and is there an API Call to access and modify such?thanks, Günther

Hello,We have been a Freshservice customer for a couple of years and the product works for us. We do not make many changes any longer so we just keep using the product. Our renewal is coming up and I requested a quote for a reduced number of agents which I got. We had some contract language in our original contract that a member of my team has been attempting to get changed for a couple of weeks. No one will respond to her or I. I have emailed my supposed new customer rep, my old customer rep and renewals@freshworks.com. I have even called and left a voicemail. Not one response in over 2 weeks. Any suggestions on how to get this resolved?

I need help to decide what role to choose for End user or Employee 

Hey Guys, The company that I work for installs large UPS battery systems for other companies. We offer a preventative maintenance program to each of our new clients one year after the battery installation has been completed. I'm struggling with how to automate the sending of our PM sales emails due to the timing. My first thought was to create a sales sequence that wouldn't send for 365 days but I see that that's not possible. Am I able to create this with a workflow?

is it possible to create a condition rule, when a ticket as been resolved or closed that it isn't possible to add a time entry. Is there something possible that agents will receive an error message or something?

Hello,This is my first post here, although I have been using Freshservice for a few years now. Very happy with the product. I have a question related to asset management:Is the Discovery agent stand-alone or does it need Discovery probe to work ? If I understand correctly, it is enough to distribute the agent and register the REGISTRATIONTOKEN.I have a local AD and I created a GPO according to this article: Install using GPOMy question is: Should the absolute path to the MSI file look like this: or like this: 

Maybe i am just blind, but i cannot find any way to export my users in Fresh Service into a file containing ALSO THEIR USER_ID. i want to assign users in bulk to managed software, that is possible only via an api-call (there's only an export, but no import user function in the software part), however also there in an API call this bulk adding users is only possible via user_id, not for example mail or any other value. i need to basically match my current list of about 3k users with the fresh service user_id to be able to bulk add via API, but… i am not manually adding 3k users, nor will i manually look up every single of the 3k users to get his/her user_id, i expect from a tool that i am not asked to waste hours and hours on manual tedious tasks like that, tools like this are supposed to make life easier and not constantly add excessive extra workload. has anyone an idea how to get a list of all users WITH their user_id

Hi Freshworks Community! I’ve been exploring various tools to enhance my productivity and recently came across some interesting solutions at DimeHut.com for organizing supplies. I’d love to hear your thoughts—what are some effective tools or strategies you use to stay organized in your daily work, especially when managing multiple projects? Any recommendations would be greatly appreciated!

Hi everyone,I'm currently setting up a new onboarding workflow for our customers using Freshdesk. I'd love to hear how others are automating their customer onboarding process. Specifically: What automation rules or workflows have worked well for you? Are you using any third-party integrations to enhance the experience? Any tips for ensuring a smooth handoff between support and success teams? Looking forward to your insights—thanks in advance!

Hi all, I am attempting to run an automation on a service request item that will calculate 3 different fields based on the responses to other fields in the service request and then provide a response. These fields are hidden to the requester and are filled out by our team upon receiving the request. They contain a combination of numbers and words that explain the values. I then need the 3 fields to calculate the following expressions: Field 1 + Field 2 = Field 3 → populate field 3 in service request formField 4 x Field 3 X Field 5 = Field 6 → Populate field 6 in the service request form I then need to use the value from field 6 to provide a ranking based on the value range. <35 = Low36-95 = Medium96-199 = High>200 = Critical How can I create a workflow that carries out all of these actions at the same time, once the values have been updated by a team member working on the service request

Hi,I have a department that want to see newest conversations in the tickets at the top and not bottom as default. I have looked at the app “Ticket Conversation Customizations” that seems to be able to change this (View latest interaction on the top), but it’s global and cannot be set for just one workspace it seems.Do you know any way that will get them what they want?