How do I....?

Hello! We have a service request option for new employees to purchase insurance for their devices. We would like to get the request filled out before the employee starts, preferably while they are doing the rest of their pre-employment stuff. Is it possible to have an option for a user that does not have a sign-in to place a service request? Preferably for just the one item, but if not, that is fine. Thank you!

I’m struggling in to get custom fields from “/api/v2/service_catalog/items” this command. I don’t see any custom fields when I use this address. Is there any filtering to get them?

As an IT service desk agent in a newly established shared services center, we are debating whether to build up our own ITSM setup, i.e. service catalogue, configuration management database, etc... Or use the already existing setup of one of our companies that we support as a managed service provider. I can see that one of the setbacks of creating our own setup from scratch is that it takes a lot more time. On the other hand, using the already existing setup may not be particularly ideal for our needs (as it is not tailored for us). This just an example to deliver my point. It would be great to discuss this topic in detail with one of the community pros. Looking forward to hearing from you all

Hi Support Team,I have noticed an issue with the localization of notification tags in the email notifications for tickets. Despite setting the language to French, certain tags, especially those related to dates, remain in English. This affects the overall user experience for our French-speaking users.For instance, in the email notifications, days of the week, months, and other date-related information are still displayed in English. Here are a few examples:{{ticket.creation_date}} shows "Mon" instead of "lun". {{status_page.maintenance.start_time}} shows "July" instead of "Juillet".It is important for us that all elements in the email notifications are properly localized to ensure clear communication with our users.Could you please look into this issue and provide

Hi,Unsure what best way to approach this is, so thought I’d ask here!We’re bringing on a second workspace into our Freshservice instance and noted that if someone wants to raise an incident, the only way they can select which team it should go to is if they select from the dropdown box for “Which Team?”What we would like to do is see if we can have this field pre-populated with the new workspace (Procurement Helpdesk) so they can advertise this link in comms, as well as on their pages on our intranet.Is this something we could do in a URL? Unsure if you can add a # property, I’m not a HTML/web developer by any means sadly!

Hi, As mentioned above in the title - Has anyone had any experience/luck with tweaking the HTML for the sign-up/registration page in their Freshservice instance?Currently our live instance redirects to our SSO solution (Okta) and our sandbox instance redirects to the Freshworks login page - In both cases, neither make it at all obvious to the user signing up that they have been sent an activation link via email to action, they redirect to login pages in both cases and just leave the user confused.It feels like a better user experience would be a redirect back to the customer portal homepage or just any page on the Freshservice customer portal they’re on, so they can see the notification that appears in the top right corner of the portal to let them know an activation link has been sent to their email address they signed up with:

Hi - I have a questionI’ll very much like to use the board kisting in incidents Freeshservice - but when I answer a costumer on an incenidet it looks like the functionality for updating the incident further is locked - is this true?I’m loosing this opportunity after the first answer to a costumer//Luise

Hello community, Do somebody have a tips to update massively all our solution ?We want to update the review date to put one for each. Do you have any idea ? With bulk, API or workflow ? Have a nice day !

Hi all, is there a way to filter for tickets that have been modified more than a month ago. Thank you

I’ve been interested in moving my career forward as an IT administrator and was wondering what some of the struggles come with the position.

We are thinking of making priority calculations be done using category’s but i can not seem to find anything regarding that in fresh, Would this work?Categories are linked to services in the CMDB >  Services give the Urgency of the prio calculation and Impact is add by the agent.Together this gives a priority from the prio matrix.Any advice on this from someone?

Hi All,how can I add multiple Delegates?I know I can only add 1 delegate per time period. Is it possible to add multiple time periods. eg I am going on holiday for 3 weeks and the first two weeks colleague A is my delegate and week 3 colleague B.  

Hi. How would I achieve the following.I want to be able to select guest accounts from our EntraID from a drop down in a service request.In our previous ticket system a drop down field could be populated on the fly by a custom API request, so only valid results are selectable.As I understand, this is not possible in FreshService.How would you do this? We have about 3500 guest accounts.Syncing them via SCIM to be a requester is not a good idea, as I don’t want them to be to log on.Syncing to a Custom Object or Asset sounds like its going to consume endless API calls. No?Any other ideas?

I have recently figured out how to create a child ticket using the API with a Web Request action step in an automator.  In the automator I check the ticket for certain conditions and based on those conditions I create one or more child tickets, setting the subject on the children to that of the parent, but with special appendages.  I want to further update the child ticket fields based on the appendage so I have another event triggered automator that checks for raised tickets, and then if the subject an appendage, I look up that appendage in a custom object to do group/agent assignment.  However, these API created child tickets apparently are not recognized as “ticket is raised.”  As a test, I create a ticket via email using a subject that included one of the appendages and that will trigger the “ticket is raised” and the automation works...but not when a similar ticket is created via the API Web Request.  Any idea why this is?

Hi,How I can setup an SLA policy for VIP users?Right now we have a SLA policy for every user but I can’t create another policy for VIP users.Thank you so much if you know how ;)

As the questions says, is there an easy way to increment consumables?Example: I enter a PO ordering 60 keyboards, receive the items, add to inventory through PO. Does anyone know of an easy way to subtract from that number if we use a keyboard?

I appreciate FreshWorks’ desire to make sure I and my team are informed of upcoming events sponsored by FreshWorks.  But I think popping a banner onto my FreshService instance that WILL NOT GO AWAY is the wrong approach, and frankly annoying as hell.Same goes for using the Quickhelp icon to announce product updates.  I don’t need my team distracted by notifications of product updates, if we have questions on updates we are more than happy to look it up. 

Hi everyone,Has there been any change to this process recently? Before, we could only edit the service item details if the approval had not been sent. Now, it seems we can edit only after the approval has been sent or it has already been approved. I can't find any information about this in the latest update notes.  

Hi,we use freshservice for regular tickets but also longer running “small project”-tickets.Therefore we have a lot of tickets open for singular persons or departments.Often we have to search only for open tickets and get too many results because the closed tickets shown too.  The Sorting by relevance doesn’t work for us, almost never is the searched ticket on page one.The search refining via menu aftwards ist to slow and clumsy.Isn’t there any way to search directly with commands to get a result only with open tickets? For Example: “XYZ state:open”Or is there any way to change a setting, so that in every search the State-Filter is generally set to “open” and can be changed only when needed?Best regards, Ingo

I’m sure this has been asked before, but I am struggling to find any references..I am very new to configuring FreshService. We have a situation where we want users to log custom tickets for their mobile phones - new connection, disconnection, etc. I have worked out that I can’t have a new ticket form, but need to add the fields we want to Field Manager and use business rules to show or hide as appropriate, based on, in this case, Category. This all works.I have then created ticket templates, one for each of the four types of request.What I now want to know, but can’t work out, is twofold:Can I make ticket templates available to requestors? At the moment, they only seem able to be used by agents. Can I reorder the fields for each individual ticket type (based on Category choice)? I don’t want the fields in the same order for a New Connection ticket as I do for a Roaming request.Any pointers would be most appreciated! It ce

Hi, team.I’m doing a project for a Russian speaking company in CIS. I’ve found out that if I add custom fields for the assets with Russian captions, Freshservice doesn’t create correct placeholders, so instead of something like {{asset.asset_name}} it creates {{asset.}} for all the fieds with cyrillic captions.I thought that I migth create these fields with English captions, and then translate them in the translations file, but it seems that custom asset fields are not there at all, only ticket fields.I also tried to create the fields in English first and then just rename them, but Freshservice changes the placeholder accordingly after renaming.Ideas?

Hello team,we are a company that integrates Freshservice with Jira, Azure Devops, Asana and other software…One of our customers, when trying to fetch data of his FreshService tickets based on updated since filter (xxxxxx.freshservice.com/api/v2/tickets?updated_since=2023-08-01T00:00:00Z), is visualizing the following error: Why is the above happening, and how can we solve this? Thanks!

I’m interested in finding out how people are handling consumption-based contracts. These are not commonplace, but I imagine they will increase with AI. We use Snowflake and purchase the compute on an annual contract for $xxxxx.xx to use during the year. Snowflake sends me a monthly statement showing the usage and what is left on the contract. I can certainly create a custom type, but I would also like to attach the items listed in Software to the contract, but you can only do that with a software license type and consumption is not listed a license type. In general it seems that the Contract module could use some love to catch up to the modern licensing models of SaaS.

Is there any way to accomplish this with a workflow or business rule? I can’t seem to make sense of the options I have in there 😅

Hello,We’re new to Freshservice and trying to understand the behaviour of Reply and Forward in ticket conversations.If the agent have a dialog with the requester and later want to reply to an older conversation, there’s only an option to forward that conversation. Reply button on the specific conversation is missing.The problem is when forwarding, you have to manually add the requester, but also, all the replies from the requester will be marked as a private note from now on. This behaviour seems strange to us. The conversation threading will break when using Reply button at bottom because the answers is marked as Private Note. The threading will also break if the requester add a note through Self Service portal. Therefore you are forced to use the Forward-button which “brand” the requester in some way, as every mail will be a private note from here on.Thanks,Johan