How do I....?

we are currently using the Moveworks chat bot with our Freshservice instance.  we would like to be able to do the following:user selects a service request to add permissions to an application or add/remove a user from an application create a process where the the chat bot, moveworks, will get the ticket assigned to their user, then go to and application or system, perform the functionThen update the original service request and moved to a resolved status.Is this possible?if so, what did you do to make this work?  this is not using orchestration within Freshservice.Let me know if you have any questions.(We are not using Freddie)

We use laptops on building sites.  They then return to IT in varying states of disrepair.  We have to grade them (they get a numeric score based on a set of about 10 criteria) and return then to stock for the next user.We can make a single custom field that holds the grade, and do the calculation of the grade outside FreshService.We could add all 10 criteria as custom fields and do the grading on the asset page, but that wouldn’t give us the final score.Ideally we want to be able to add all the grading criteria, with each a drop down (values 5, 3, 1) and have another field that adds up the scores to give the final.Is there a way to do that in FreshService?

We have a library of service requests. People can request access for themselves or for someone else.If they request access for themselves, they, as the requestor, are automatically included in any replies to the service request. If they request access for someone else, the “requested for” user has to be manually added as a CC when replying to the ticket.When someone is plowing through tickets it slows them down a little to have to remember to check if the service request  was for the requestor or someone else. And then if it was for someone else to manually add the requested for to the reply as a CC.Is there any way to automatically add the “requested for” to the ticket as a CC when it is first submitted?

HiI have a number of tasks that are created when a ticket is raised.Is there a way of specifying the order that a task should be, ie a specific task should be number 1, or is that dependant on how they are ordered in Workflow Automator or is it just a case of re ordering the tasks?Thanks

How do other customer support leaders generate reports to show basic things like total tickets resolved per month and by agent?  Freshdesk analytics, while robust, is very confusing and gives different results and they have very similar but confusing metrics like TICKETS, TICKETS RESOLVED, TICKETS CREATED etc. I would like to build a report that simply tells me how many tickets were resolved in a month (or any date range) and also report the same by agent. I’ve opened a ticket with freshdesk support and it looks like even they are not sure since we were able to replicate the inconsistency when I screen shared with them. Any ideas on what metrics I should be using? thanks!

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

I have a Service Request form in a Business Workspace that contains a “Description” field where the user describes what they are reporting. For compliance/audit reasons i do not want agents to be able to edit this after the form is submitted. There may be a couple other fields I need to lock after the form is submitted as well. I can’t figure out how to block this with either roles or rules.

I’m trying to create an automator that will create a child ticket to a ticket created via email, (based on criterial in the subjectline).  Anyway, I’m trying to trigger the webhook to do this, but it’s just no working.  Has anyone here done this?  Perhaps my callback URL is not correct.  I”m using: https://<sandboxdomain>.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/create_child_ticket   

Is there any way that when a customer asks for a Keyboard, monitor, headset that it gets automatically added to that requestor's asset page?

Hello,I would like to know how and where I can set new tickets to be created as service requests?Currently, our new tickets are being created as incidents.Thank you and best regards,

Is there a way to delete the canned task statuses in FS Projects?   

Hello,In regards to setting the visibility of Solutions folders, this article mentions that we can give access to specific folders to specific Requester Groups, however, within the folders’ “Visible to” drop-down we only see an option for Contact Groups. How do we give visibility to Requester Groups?Thank you

This may be a ridiculous question, and if so, I apologize. I’ve been looking for the answer in the help guides and haven’t found it.How do email notifications work? I was under the (clearly wrong) assumption that any reply to a ticket in FreshService generated an email to the assigned agent. Today I have several agents telling me that even on tickets assigned to them, they are not receiving email updates when comments are added to their tickets.Does this have to do with whether the reply is entered on the web or via email? Please help, as I have agents who are missing updates, and I don’t know how to fix it. Thank you!!!

Does anyone have a way to suppress these notifications. There are so many scenarios where there won’t be a routable address.

In FreshDesk, if I paste content from Word, a popup appears - “Word Paste Detected” and I have the option to keep the formatting or paste plain text. If I keep the Word content, and that has a table, clicking on a cell pops up an editor for rows, columns etc. We are moving to FreshService.  These features do not appear.How can I activate them? ThanksBrendon

Heya :)we just received some feedback from an agent. Apparently the approver list when handling a service request lists every email address that has ever gone through our helpdesk. Is there a way to limit the list of approvers to specific domains?We wouldn’t want an approval email to accidentally go to someone’s personal email address.Thank you in advance!

I am trying to figure out how, in an incident or change form, when you select an asset to associate to the ticket, the impacted service will be pre-populated in the ticket if there is one that has a relationship to the assetI attempted to use a business rule but you can’t select asset or impacted services.Does anyone have any suggestions Brian

If we get a Major Incident (MI), and then we assign a service and create a Status page update/incident. When we resolve the status page incident, is it possible via workflow/api to also set the “linked” Major Incident/Incident as resolved?

At least for our (internal) use we struggle to see the purpose of the additional page that shows up when we click “Place request” on a service item. We do not want our requesters to be able to change the email address of the requester, and they rarely (never) have the need to place a request on behalf of someone else.Is there a way to skip that page?

Hi!I need assistance with a form functionality. When a user is selected from a dropdown menu, I would like an additional field (e.g., department number) to be automatically populated based on the selected user's information.Is this possible? :)

We currently support 4 different languages from one Freshservice environment, and would find it extremely helpful to provide the customer satisfaction survey to users in our non-default language.  However, the satisfaction survey I’ve built is only sending in the primary language. For example, our primary language is English, but we support users who would prefer to receive the survey in Romanian, the local language. I have seen multiple other entries here about similar topics, including one which says it is the result of the default language for the email configuration (and I suspect this is the case), but I am hoping there is a solution that will allow us to send the satisfaction survey based on the requester’s language in the system.  

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I have a Supervisor Rule set to kick off if status is pending, pending reason (custom field) is set to waiting on customer AND Hours since Agent responded is 2 hours (for testing).  If those conditions are met, then it will reopen the ticket and send an email.   The rule is not kicking off.  I have a ticket in Sandbox set to match this rule criteria, but it is NOT changing the status or sending the email.  Thoughts?  

We have a unique situation. We use tasks to keep track of steps in new user creation/setup for a service item for on-boarding. We have a workflow Automator to auto create tasks and assign it to a group. The problem is every task for the same item goes to a different person in the group. Does anyone have a good way to create multiple tasks on one ticket and have them auto assign to a group, but assign to one person in that group?

I have the “Promote the self service portal” enabled, this is a default Automator rule that performs the following:  When doing some tests the tickets are still being logged and no mail notification is sent to inform the user to use the Support Portal instead. When i open the ticket the channel is set to Email also so i don't understand why the workflow is not working?