How do I....?

Research shows that far too many organizations still struggle with knowledge management.Knowledge-Centered Service (KCS, and formerly known as Knowledge-Centered Support) helps. But in my experience this is geographically popular with some regions more likely to use it than others. So who is using it and where? And what would you advise others on re its use? Thanks :)

Hey,we use the ticket system in the following way:User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins.  The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes? 

2023 is just around the corner. So, what’s the one thing that you’d love your IT service desk to do differently next year? Plus, will you need help?

Dear community,I have a customer who enabled the MSP Multitenant. They have now 2 Freshservice instances linked to each other. In order to stablish the SSO to instance level, it has to be done with Custom Policies and using the dedicated AAD for each one. After this is setup, the users which were using normal login (because they don’t exist in AAD) they were able to login. After the custom policies setup, they are not able to login anymore with normal login. Create them as guest user in AAD is not an option in this case.The error they get says: “Selected user account does not exist in tenant 'AAA' and cannot access the application 'https://servicedesk.myfreshworks.com/sp/SAML/519580351654507625/metadata' in that tenant. The account needs to be added as an external user in the tenant first. Please use a different account.”Is there another way that we can configure the systems to enable again normal login, without deactivating SSO for some users?

Since “PUT” method becomes no longer available for existing requesters that are marked as ‘blocked’ in Freshervice, preventing any updates to the requester record, how can you determine via the API, if a requester is currently marked as  ‘blocked’ for management scripts to know it cannot modify the requester information?

What are the available CSS classes that get inserted into the code for a freshservice knowledge article? E.G.all of the images I use have ‘class="fr-fic fr-dii"’ in the <img source=...> elements,a table cell that is highlighted has ‘class="fr-highlighted" ‘ in the <td> element.

Can we associate Service request to Change request via API ?

When creating a custom app, we don't have information about the type of field for custom fields. How can we know doing a API request if a field is a dropdown, string, integer, etc. ?If this is now possible, I would like to raise it as a feature request. 

I’ve just started looking at the Onboarding Module (what took me so long!).I can see that I can send reminders every x hours to the Reporting Manager to complete their step but is there a way I can send an escalation email if this Reporting Manager step is not completed within a certain time frame?   Andrew

Looking at the templates in the projects section, specifically the new business unit onesIs it possible to set task assignment to a group, rather than a specific agent? For example; we want to copy the new employee project template and modify it to employee moves/transfers.One task in that will be to move the employee off distribution lists that are no longer relevant, and onto ones that are. Can we assign that to our Service Desk group so it is visible to ALL agents in the group?

Hello,We are looking for a way to share/merge a complete ticket conversation, including inline images and attachments from ticket A (original requester) to ticket B (requester outside organisation). We need this to escalate an incident to another company.The requester in ticket B can’t access our portal (SSO), so he has to receive the complete conversation by e-mail notification.So far everything seems to be a no go: forward (only one comment), CC (only incremental comments), co-requester (all comments, but linking to portal, no conversation history in e-mail notification), parent-child synchronisation (only new comments, no conversation history), merge tickets (only links to portal conversation history, no conversation history in e-mail notification), print ticket conversation to PDF (attachments not included).Thanks in advance,Kristof

Hi guys,Basically I want to filter my tickets the way that it shows all tickets except from one category.So right now what I have to do is add all the categories in the filter, but it doesn't show the tickets that has no category.Is there a solution to this? Thanks

Hi guys,  We are a MSP company, and we have so far 5 customers with us, we used to use Zoho Desk, but we switched to Freshservice because it was more an ITSM, and because it had a mode to isolate every client with its own rule set, but now it seems it wasn’t like that. I have doubts on how the Multi Accoun MSP Mode is billed, the guide states:  And as far as I understand, If I Payed for lets say 4 agents, and I create 5 accounts, I Will not need to pay 20 Agents, but only 4 right? but here is where it gets tricky, the guide later says: Now I would need help understanding this, because, I would believe that with those 4 agents I payed, I can have the other 5 accounts and work perfectly fine without paying anything else. (remember always that this would be in Multi Account MSP Mode) But, the accounts are trial, and when the trial expires, the account and all of its data gets deleted, so, how does this work? Do I need to pay more? Did I do something wrong?… I mean if in order to have my a

Hello,According to this page (https://support.freshservice.com/en/support/solutions/articles/154961-forwarding-tickets-to-a-third-party), when forwarding a Freshservice ticket:Now, the ticket would be forwarded to the recipient from your support email address along with the latest replies.Do someone know how many replies can be sent?We had a case (ticket with a few exchanges between the Requester and the Agents involved) where the original message was not included when forwarding the latest reply via email.Thanks.

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

Hi All,I have reactivated agent recently but it direct go to occasional agent, is there as system design go to occasional agent 1st and then need to change manual to fulltime agent ?  Thank you in advance. 

I recently stumbled across this blog:https://freshservice.com/what-it-agents-really-want-for-christmas-blog/It got me thinking about what could be changed (across people, process, or technology) to make the biggest difference to agents’ work lives.Any thoughts for Christmas wishes?

Hello, We have made a really simple Agent Reply Template saying that when we choose to reply on a ticket, there will be automatically the text: Hallo {{ticket.requester.firstname}},BUT sometimes;when we hit Reply, it does starts with Hallo {{ticket.requester.firstname}},{{ticket.requester.lastname}}So, sometimes it adds the requesters Lastname.Anf that while it is jnot configured to appear  in the template.Anyone any idea?Lookin forward to hear from you.With kind Regards,Chris

While the main content was in the discussion, here are the slides we used that still might be helpful if you’re looking to extend (IT) Service Management beyond IT.

Hello, Does anyone have a good solution regarding Software used by user?I would like to create a flow as part of the offboarding process where a comment is created with a list of all the software used by the user. Is this possible? 

I’m in the process of revamping the service catalog, but looking for ideas of what others might have out there…. How granular do you get when creating service items?Ours is pretty high level, so sometimes requesters use the wrong ticket for the wrong things. I know that we will never be able to 100% fix this problem, but the goal would be to make it easy for users to look at the service catalog and know exactly which ticket type they needed and, on top of that, provide all the information we (IT) need on the backend so as to limit the back and forth. Would anyone be willing to share screenshots of what they have in their service catalog or any thoughts/advice?Thanks in advance!

These slides are taken from the 2022 HDI State of Service Management report:The 82% relates to the 45%The naming is similar to our 2021 survey with AXELOSThe involved business areas are similar to our 2021 data 

Hi, Can any one tell me how to integrate freshservice with tableau. Step by step process. I am not able to do that. Thanks.

HiI’ve got freshservice with default Langage FrenchThe default Email notifications are all written in english, do they exist in French Version or should I translate all of them?I noticed some mistake in the app menu or else in french version, how can i fix them? Thanks