How do I....?

Good morning,I am new here and hope you can help me.We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?Hope to hear from you, thanks in advance.Greetings Maikel

Hello all,I have a request to show more information in the requester-widget “Requester information” in Freshservice in the agent portal.We have additional information fields synced by our active directory to the “Requesters” that should also be shown in the widget to have easier access to those data. How do I get those information to the widget? Best regardsMatthias 

Hi guys,Im using FreshService in MSP mode because i need multiple customer’s portal.Do i have a solution to make possible to add customer’s agent I need them to treat and see only their own company's tickets.Actually i do it with groups and a workflow saying : If a ticket’s incoming from this company then assign it to this special groups “Company Agents”I would like to do it with a better way like Workspace but it is not possible to have Workspaces in MSP mode.Thank you for reading and answering this,

Trying to find out if there is a way to create a large amount of tickets via an import of a CSV file or some other method in FreshService that I’m not aware of. Doesn’t need to be a full automation as this will not be a regular or frequent occurrence, I just don’t want to spend the time to manually create over 200 tickets if I don’t have to.

Hello all,First I wish you all the best for 2024!My question: I have registered a lot of assets. Each asset has a location.When a customer chooses an asset in the portal I had a hope that the location was filed in automatically. But it turns out that when I add the asset the location needs to be filed in separately. And it is even possible to fill in a complete different location.What do I do wrong? And how do I solve this?Sincerely,Eric

Hi :)I can see the Primary Alert placeholder in my Sandbox. How can I enable it or?Thank you!

HelloI would like to deactivate the contact suggestions in the requester field from the ticket creation interface. The context is that I don't want agents assigned to certain companies by groups to be able to see the contacts of people from other companies.Is this possible? If this isn't possible, will it be in the future?Regards

I have this error inside a ticket and it suggests me 2 emails that I have checked and they are active and correct. Where is the problem?

I have some ITOM alerts that I would like to associate to an existing ticket. When I choose this option, I do get a list of tickets, but try to narrow it down to the ticket I want by ID and that ticket doesn’t appear in the list. I have tried the ticket number, keywords, etc, and nothing - I’m unable to associate the alerts with the ticket that I need to associate them with. I don’t want to create a new ticket - what’s the criteria for this? 

In my office, we’re trying to automate the removal of the assets from the Discovery tab. I am able to set an event based trigger that will activate when an agent updates an asset and the “Used By” field is changed to empty.Once the flow is triggered, is there a way to initiate the “uninstall” process for the discovery agent that anyone has found?

Inside a workflow, I have trigger: “Requested item added is”, and I am checking it. Later on, I need the ID of that Requested item that has been just added. How can I get it? I can only get the ticket, the Service Request ID.The ideal will be when a new Requested item is added, I want the id.

Hello,I am curious if there is a way in FreshService to set reminders for tickets or projects. For example, a ticket comes in and I cannot act on it immediately but want to circle back to it in 3 days. Is there a way to set a reminder for that ticket?Same with a project or task within a project. If I have a project open and add a task that doesn’t need to be looked at until 6 months from now, is there a way to get reminded of that task once the 6 months have passed?

Hello :) Today I have such an interesting one question.Is there a way, I can change the stored scheduled variables from a workflow node?I have a variable I want to change, it is supposed to be used after a timer for 7 days from today, and now the workflow is in progress mode. I need to change the stored variable before continuing the next action?Will be impossible I believe, thanks!

I need to update a service request that was created using the API. I have a properties section in my dashboard which expects for the service request to be resolved, along with some other fields like group, source, close code, etc. I can’t find any API endpoint for updating. Either updating the service request or creating it with these fields already filled out.I have an AI agent that is already performing the tasks so a true service request isn’t required to be handled by anyone else. The AI agent creates this service request after finishing the task and then it should resolve it.

I’m attempting to create and then update a service catalog entry. Creation goes extremely well. For example when I run ```curl \  -u "${TOKEN}:X" \  -H "Content-Type: application/json" \  -X POST \  -d @payload.json \  https://example.freshservice.com/api/v2/service-catalog/items``` Where `payload.json` is (with the category_id filled in with a valid value): ```{  "service_item": {    "name": "Item Name",    "category_id": redacted,    "short_description": "Apple Macbook Pro 13 inch",    "description": "<p>Apple Macbook Pro 13 inch - 8 GB</p>",    "visibility": 2  },  "workspace_id": 2}``` I receive notice that the entry has been created. ```{"service_item"

So, just wondering if you all have some better ideas for a topic that's been coming back again.agent receives a ticket, but when escalating it the keep forgetting to change the status, would you have any proposals on how you deal with it in your workplace, we try to communicate already to them several times,  even using a pop up in fresh to inform them to change it and put in a description, but no luck.I really don't want to make another workflow to do this as i already have a lot of them and its a real pain to maintain them in fresh. and it makes the agents lazy in the end. 😂Any advice?

Upon trying to resolve via collaboration tab and status page, I've noticed the absence of an option to input resolution details. It prompts for resolution confirmation but does not provide a field for resolution details. Placeholder for resolution is not available as well.  The placeholders listed below are activated for email notifications both when a Status Page is created and whenever a note or update is published on the Status Page. My goal is to effectively communicate comprehensive resolution details, beyond just the End Time, to our subscribers. However, I am presently constrained to using only the placeholders listed below. Is it possible to add placeholder f

We’d like to utilize FreshService for software asset management to keep things simple, but there’s a key component which I’m not finding, which is the ability to automatically assign users to software licenses based on whatever rule.  For example, it would be easy to manage this via Groups in Azure AD.  A job could run on a schedule to list all members of the group and assign them to the software license in FreshService, but that’s just one idea.  Really I’m asking if this is at all possible today?

We are looking for ways to use Freshworks and Fdeshdesk differently within the same team. Do you have any good ideas? Freshdesk agents answer queries from internal users. If they are not resolved, they are escalated to a senior support engineer who uses freshservice.They also monitor the system and use freshservice for easy integration with other systems. The Freshdesk self-service portal will contain a knowledge base for internal users. We would like a senior support engineer to create this knowledge base. Do senior support engineers need a license for both Freshservice and Freshdesk?

I would like to be able to use dependant fields for a multi-dropdown.I have a Service Item, in which I have to ask specific questions based on the answers to the previous question.If they specify multiple answers, I have to ask multiple questions.Currently, I can only do this on a normal dropdown.If I try to use Business rules for this, I have to create 10 business rules, one for each possible answer.

Has anyone managed to successfully create a maintenance window in their Status Page? This is a new feature announced in the January 2024 Release Notes which should have gone live on January 29, 2024.I’ve been following the documentation for the feature, but after creating a maintenance window I do not see the option to “Publish Maintenance Window”, as shown in the animation below from the documentation.

Whenever we mark a certain service item as fulfilled, I want to trigger a workflow that will send a Slack message. What would be the best trigger to do this? I have not found this option in the conditions or events options. Any insight would be helpful! 

Is there a way to integrate AWS Codepipeline with Freshwork?If yes, please provide the steps to implement

Is there a way to allow agents to re-activate Requesters? Global Admins can do it, but I would like my agent who is doing employee lifecycle to be able to re-activate. I provided Requester ‘edit’ access but he still gets an error. 

can we create diffrent fields for diffrent catalog items.