How do I....?

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....

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?

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.

With in FreshService is there a way to send out reminder emails to the help desk “group” assigned to incident tickets that have remained open for more than x number of days? 

I would like to be able to automatically send a report to each user via email showing them the list of assets assigned to them.This will give them an opportunity to check their equipment and inform IT if something is missing, or has been reallocated to another user.Is there a way to do this?

We have projects that need to be “closed” or “completed” and show in the Complete List. I only see an option to Archive. We have closed all tasks for the project. How do I “complete” or “close” it?

Hi, On a service item, have you found a way that when we check requested for we can only pull up all requesters and not add in new emails that don’t exist freshservice? Many thanks Mark

I have tried to hide elements in the items requested pane of the catalog (the fields I want to hide can be seen below).I have hidden the fields I want to hide by adding the below to our custom stylsheet: body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .request-someone-container .request-container{    display: none;} body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .default_requester .req-text-container {  display:none;} body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .control-label label {  display:none;} The problem with this is that it hides these for every single catalog item (as I would expect) but I now want to hide these just for a particular cata

I had a question in regards to bundling service requests. Whenever attempts to submit the request are made, the service item that gets filled out does not get added to the ticket. I was wondering if there is a way to configure it so that when the user writes or makes changes to the field inside the bundled service item, the check box gets checked in order to ensure that no items are missed.    

In our Freshdesk account, we have multiple pages of tickets. When a customer replies to an existing ticket, it stays in its original position (e.g., on the 3rd or 4th page). This makes it difficult to keep track of new responses. I would like tickets with new replies to automatically move to the top of the list.Is there a setting or automation rule that can achieve this? How do other teams handle this issue?

Does anyone know how to reliably leverage Asset Type fields in Workflows?Here is that asset type information for a Laptop asset:I was expecting the “last_login_by” field to be just that but for each individual asset the field label changes to contain some sort of asset ID as a suffix!To my mind, this makes it pretty hard to insert a schema in to a workflow for it to be able to reliably read the, for example, “last_login_by” field every time.Has anyone else hit this hurdle and found a reliable way to read these fields natively in Freshservice Workflows?Note: Nevermind.  I’ve raised this in error.  Having checked, that suffix never appears to change for that specific Asset Type

I would like to add the a specific CAB Approval to a change template. Can someone please tell me if it is possible and maybe how?