How do I....?

If can anyone suggest me how to manager customer’s billing in MSP model. Some time some customer could be more than one contract in term of AMC, So in that case how we can manage customer’s billing cycle such service plan, contract billing kind off features in manage engines.  Is there any possibility to achieve those things.

Hello, we are trying to implement the new offboarding module in Freshservice, but in our testing we always receive the message “No asset/software is mapped to this offboarding requested user”, despite there being a laptop assigned to the user. I’ve even tried choosing myself as the user to be offboarded, despite me currently having 6 physical assets and 7 managed software assigned. Can anyone tell me what we might be doing wrong? The configuration seems simple enough, so it is odd that it is not working. Thank you!

I am not confident in the CSAT analytics, but I am not sure if my metric is wrong.  I am trying to find an overall CSAT score for my team.  I have just used the “Question Score” metric Average, but when I export the tabular data and do the math in Excel, the overall average is much different.  Any idea?  

Hi. I am currently customising our business requester / front end portal in Freshservice and I’m trying to work out how I can hide OR remove the bottom section (as shown in the attached image). Does anyone know if this can be done? TIA. :)

Hi there. I am currently re-branding our requester portal in FreshService and I noticed that the formatting of the banner changes on different screens. Is there a way to keep the positioning/scale the same across different devices / screens? TIA!

Hi Everyone,We have a very basic requirement to create a dropdown field on ticket form which only displays the values not used in any other tickets in Freshservice. There is no option to create a backend reference field and read the values based on say a flag.Has anyone come across such a scenario and have some solution on how to achieve this.Any pointers will be much appreciated.Thank you,Ankesh

We use Fresh Service in MSP mode and we have a customer who is interested in connecting their RMM (Remote Monitoring & Management) tool to Fresh Service in order to see the tickets in their own RMM tool portal rather than visiting FS.My questions(a) can the FS API be restricted to just share the tickets of a single company (aka department)?(b) can a customer of ours use that API or is it just for us as paying customer of FW?  (c) could this be achieved in a custom app?Thanks!

Hi there. When responding to a ticket in FS, is there a way to implement a ‘high importance’ feature in the email as you would get in Outlook? A workaround we have at the moment is typing ‘urgent’ into the email, however, I just wondered if this could be built into the back-end instead. TIA. 

HelloI cannot find a way on how to create a report where I can see the current count of Members of each Agent Group.How can this be done?Thanks

We created a new monitoring tool which uses webhooks as the trigger.  Is there any way that we can get the incoming payload that is sent to the endpoint so that we can troubleshoot our mapping?  We can see the alert is created, but our mapping is not correct therefore we are not seeing the data in the alert fields.

Hi All,As we start to onboard other areas of the business we have been asked if it is possible to mark tickets as private (in a similar way to notes being private conversation items) so that tickets marked in this way do not appear to the requester in the self-service portal.For example if a ticket is raised for an active cyber security investigation relating to a user, if student services needed to raise a concern for a student they did not want to be visible in the self-service portal.Either a ticket would be marked as private or would be private based on the category or workspace.Any suggestions welcome :)Thanks,Peter @ Brunel University London

Hi. Is there a way to add a feature in Freshservice so that the agent can see the approval status? For example, adding in accepted / rejected into the state column. Thanks in advance!

Hello all, I have the following use case. We run an internal IT support for our company with offices in different European countries. I have created workspaces for the different countries. For the use case, let's take Spain and Germany as an example. There can be tickets that are created in Spain (and also with Spanish content), but are processed at 3rd level in Germany. If we simply move the ticket between the workspaces, the support staff in Germany will have a ticket with Spanish content and a Spanish reporter. (Note: the spanish support staff do not speak german and the german support staff do not speak spanish)Is there a good workaround to create a kind of internal copy for a ticket that is translated into English by the Spanish support staff and then moved to the German workspace? Or are there similar use cases in other countries that have been solved differently? Thanks in advance for your input and sorry if I am completely wrong with this question!

Hi All,Is there a way to make an Approver of a Change Request into a Must Vote Approver.The only options appear to be for: Whilst this is ok in the main, I do need to have a MUST VOTE approver for some of the changes that go through our system. This is normally based on the the Area of the change request. Currently I use MAJORITY as no other option really suits, however this can allow a change to get Approved for implementation without the correct variation of voters, or the person in charge of the department doesn’t get a chance to vote as the majority has already Approved the change.This is a must have for me and used to be available in our last system.

Looking for a metric for when a ticket is opened to the time it is first assigned. OLA would be 95% assigned within 15 minutes.  Ticket opened at 8:00 AM Ticket assigned at 8:05 AM Ticket meets OLA.How can I create this metric within Freshservice?    

Hi there,who knows what MS Teams permissions in a M365 tenent the Freshservice MS teams Collboartion requires to initialize?after Clicking Install a MS login prompt appears telling me to have an Admin privilege missing: please advise what permissions the user needs to have in Azure? is there some Manual on how to setup the azure side for this?thanks, stague71 

I am an Admin on our Freshservice.  I created a dashboard and assigned it to one of our Agent Groups for the Group Manager to be able to edit and make a Team Specific Dashboard.  The manager has a Supervisor Role.  He does not have an edit option for the dashboard.  What permissions are needed to edit and customize a dashboard?  This is not the analytics, but the dashboard 

Hi,We trigger approval requests on change tickets through workflows. Agents that have edit access on changes are having the ability to add additional approvals and this is perfectly fine.BUT the same agents are also able to cancel approval requests on the same change even if they are triggered by the workflow and this is not good at all. Ideally, a normal change agent with edit rights should not be able to cancel any approvals at all unless they have manually added it them self.Is anyone having the same issue and have any good solution to it?

Hi All, Freshservice is not really in to configuration management but more in to asset management.But I need an analysis or other way to generate an overview of assets (ci’s) and the related assets (ci’s)And if it is there their history of relations.I might ask to much from Freshservice but I know other tools do have this so maybe….Regards,Eric

Hello,I would like to know in freshservice, how can I do a list view by service item ?This field does not exist in filters.Can I add this field to use ?I need to know tickets by service items.Thank you.

Hello everyone,We are using Freshservice in our company, and have onboarded recently department outside of IT to use Freshservice (eg: People, Legal etc.).This led to the creation of new groups, including restricted groups.I receive question from users of those groups as they “lost” access to some tickets (I guess by re-assigning the ticket to a restricted group they don’t have access to, maybe by mistake).I’m curious to know if there is a way, as an admin, to know to which group a ticket is currently assigned?I don’t care about any details of the ticket, but only the group is currently assigned.The only information I have is the ticket ID.I’ve tried via the UI or the API (get tickets detail via ticket id), but as the group is restricted (and I’m not part of the group), I can’t access the information.Thanks,Matthieu

Hi all,I have a question that hopefully somebody can help me with. It doesn’t seem possibile to search through custom fields on tickets. Or at least, my customers can’t search for text stored at custom fields through our Freshservice portal. Is this correct? Or can I make it work in some manner?  

We use a couple of Service Items with bundled request - they requests although related to the parent ticket, are not being dealt with at the same time.  When we close the parent ticket, the child (bundled tickets are also being closed) is there a way to stop this happening? many thanks

Hi all,I want to limit the possible choices in a Service Request form for our requesters to chose from.how can i apply a filtering to a drop down element, that has “Assets” as its data source, to e.g. the Asset state?i only see filters for Asset Type, Department and Location.any ideas? Günther 

IN the Service Catalog, you can select for additional items to open a child ticket when selected, which I am grateful for.  The issue is though, the “Requestor” on those child tickets is “System”.  How can we make the requestor be the same on those child tickets the same as the parent when automatically opened?