How do I....?

Once the request is reopened, what will happen to the SLA? Will the SLA continue from the previous one, or will a new SLA be initiated?

It is quite difficult to send out the same message to all incident tickets associated to a problem. This creates a lot of unnecessary work and increase risk of reduced service.Only solution at the moment Is to open each ticket separately and copy/paste message. I would like to be able to:Send message to all tickets associated with a problem ticket.  Send a message to Requester on the incidents associated with the problem.  Send solution article from Problem to all requesters on incidents.Am i missing something essential? How do you handle this when you have many incidents connected to a problem ticket? I found a 8 year old idea for an improvement on this but it was closed without any reply from FS.As Cwade said:“I'm not sure how you're supposed to have a problem ticket without the ability to respond to all ticket holders. That is literally the main reason for problem tickets to exist - to co

Has anyone successfully set up a custom URL for a Status Page?  The documentation for this functionality is unfortunately lacking and doesn’t give any instructions.When setting up a custom URL, there is a button to “Generate CNAME”, which then creates values for “CNAME record” and “CNAME value” and displays a Configuration Error, as shown below. I assume the next step would be to work with our network team to plug in the CNAME value as a CNAME record for the URL that we provided, and then come back into Freshservice and click the refresh button once implemented.  Is this correct? Thanks in advance for any insights on this!

Survey build looks great, appears to be no way to view surveys except via analytics without individually checking every single ticket by hand, which is disgusting. Analytics are garbage, I want meat and potatoes and freetext data, not executive summary crap. I have to be missing something. It cant be this bad.

Is there a way to allow external users to see announcements in the portal without having to log in? We have several instances where we would need to send announcements to outside parties that do not need to log into the portal but are definitely going to click the link and then call us (or just get upset with us) when they can’t access the announcement. We have disabled sign up from the portal because we need to more closely control who is and is not a requester in the system. Thanks!

In the agent portal, can we design/put custom field in a specific place based on our preference?  

Hi All,I’m setting up FreshService and looking for a bit of your more experienced guidance. We are moving from an old version of Jira where everything is simple logged as a ticket and we add it to a category. but we’d like to use FreshService properly and use better types.We also have a requirement that all tasks we do in IT infrastructure need approval.For internal IT issues, such as setting up a new PC, a new switch, new server etc, what type do ye log those under? For example setting up a new laptop. just to have it ready. No user has requested it so having it in under a service request doesn’t make sense to me. I don’t want users to be able to see it as an option so I haven’t included it under ticket categories, and projects can’t include approvals, as far as I can see.Change looks like the best option, but there is a lot of required fields in a change form that don’t apply, if I could remove or rename fields there is would be great.So h

Has anyone set up a Workspace for their HR department? Any tips or tricks you are willing to share? The HR team is going to want complete confidentiality for their workspace. Is this possible?

Hello,Can I map custom fields through Azure Active Directory Provisioning (SCIM) app?

Is there a way to determine how long a ticket has been in pending (or any other status) and do actions based on that in a workflow?

OK, here we go again with me complaining about unwanted banners on my dashboard.The latest one is “It’s time to look back”, with a cute little video of some of my team’s metrics for 2023.Listen, I appreciate the desire to keep people informed, and I think FreshWorks marketing is top notch, but get these (expletive)  banners off of my production screens! I don’t need my team to be distracted by cute little videos!OK, rant over…. now, when are you guys going to release workflow updates that allow CASE, GOTO, and LOOP statements? 

Is there a way to create an announcement template?  we want to have a signature on all announcements since it is also being sent out via email.  Is there a way to do this?

I have problem with this API, I receive an empty object:  /api/v2/tickets/[id]/requested_items Any idea, thanks!

Is it possible to set the defaults in the Announcement screen.  When you added email notification, it’s automatically toggled on when creating new announcement. Can we make that be toggled OFF on the default new announcement screen.  We do not want email notifications going out and if someone forgets to toggle it off, it causes major issues due to staff on high alert for phishing and spam emails.

I have a strange case. One customer reported he mailed a mailbox we have configured in Freshservice and the new ticket had been created, but with wrong requester different than the person who sent the mail. Any idea? It was a new mail not a forwarded one?Thanks!

We have several company-names/domains in the company.When a user changes company/domain, their mail changes, which causes Freshservice to create a new user - leaving a clean up job for the admins.Is there a way to change the “master”-field from email to samaccountname?

Hello 👋Is there a method to detect when the user closes the conversion screen, such as a callback or event in iOS OBJ-C?I've attached a screenshot where there's a close button, but I couldn't locate any associated callback or event being triggered.Any assistance or guidance on this matter would be greatly appreciated.

Hi All, We use fresh service for both our QA dept and IT.  They have separate workspaces.  An agent submits a ticket for QA and goes to add a watcher/share it via the portal but when he clicks on the ticket it takes him back to the agent dashboard.  Anyone know anyway around this?  

Afternoon,We are looking to get a weekly export of our assets, including custom fields. We’ve tried using the Data Export with the Assets Module but the default fields available to export don’t include the fields we require and when trying to set the CI Type in the filters, Fresh shows as “Loading” and then crashes. I have tested in our test instance and experience the same behaviour (even on default CI Types without custom fields).Is there a way to get an automated export of all assets with custom fields via Analytics > Settings > Data Export?I can get the data manually if I go to Assets > Inventory > Export and then filter to the specific CI Type and I can retrieve the details via the API (not our preference). Loading before crash

We have configured the Slack Orch app in Freshservice. Is there a way to have the orch app send a direct message to a user? I’m only able to see the option to post a message to a channel in workflow automator. Any help would be greatly appreciated! 

How do you add a custom field to the service item subject field? If the Custom Item is a text Box named “Brief Description of Device” this is what I have tried and it dose not work for me {{custom_field.cf_Brief_Description_of_Device}} any ideas?

Hi,in the “tickets lists” would be great if you add the option:“Required Date and Time” field, so the column can be add shown see when the ticket is actually required.   Example: Tickets list (https://support.freshservice.com/en/support/solutions/articles/50000000126-understanding-ticket-views)Contact State Status Priority Assigned to Created Date Required Date and Time   Thanks.

Hey all!!So currently our company just started using FreshService. We do NOT currently allow users to use the portal and tickets are created via email to our support email.The default auto reopen ticket automation does not work with this setup. I did find a setup that somewhat works and that if a ticket is Updated then it reopens the ticket if the status is closed but this causes some issues when we merge tickets it will auto reopen the merged ticket that auto closes on merge. Any help would be great!!

Hi All,Is there any way to add column/field on the ticket list from the self service portal?Thanks

I would like to be able to set the category and two of my custom fields (Root Cause, and Solution/Resolution) to indicate that the ticket was merged for metrics.I think it would be great if we could do more customization for what happens when a ticket is merged.