How do I....?

What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!

FreshService uses several phases in the CM process.  OpenPlanningWaiting approvalPending releaseetc. But I cannot figure out how to change these. I want Development, SIT, UAT, etc. Not the default ones. How do I add my own (custom) CM phases?

The modern service desk is our most recent delivery of improvements to the tickets interface that gives you the chance to gain additional usability, which in turn helps increase performance in the company workforce.Make use of a more flexible style, thanks to the increased usage of white space, as well as more uniform spacing and font, which results in less cluttered navigation. We have now included a sticky tab that will bring up a new menu titled "Details" to make it easier for you to go to additional things regardless of where you are in the scrolling process. Therefore, you won't have to search high and low any longer to get the description of your chat! You may move on to the next activity in a flash utilizing the rapid hop navigation bar. Determine at a glance if a ticket pertains to an i

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

 I am currently investigating the best approach for building a service desk system for multiple departments (e.g. IT, HR, Facilities etc). One requirement that we have that identified is that we want to have different configurations for each department (e.g. different email address and portals). Also we want to keep some of the content confidential (e.g. HR tickets should only be seen by the HR department).We are currently interested in finding out whether we can use MSP mode to do this, or whether a better approach would be to use different instances of FreshService, or whether there is another approach that we haven't come across yet. Does anybody have any views on the best way of setting up service desks for multiple departments in Freshservice?

 I wanted the 'Last Name' not mandatory and 'Title' as mandatory, I already modified the field properties as shown below:  However, when adding a requestor, it's not reflecting. Like Lastname should not be mandatory but the title instead. Am I doing something wrong? Please advise.

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we wan

User acceptance in freshservice when asset is allocated.

We lost the virtual “signatures” on our POs when using Freshservice vs. our prior digital PO platform (sharepoint O365 infopath forms).  We need to be able to show an approval name and date on our PO’s to be able to use them with our vendors.  Ideally we could implement real digital signatures, but an “e-signature’ that is captured through the existing approval requests is fine as well.

Hello Freshworks Team,We found that there´s no way to set the Service Catalog items in different languages.We could do - but then every item must be created multiple times e.g. for german, english, ukrain etc.Is there any other way to implement an multi language support or can you tell us when it is availablein FreshService, pls.Thanks in advance,Regards

Hi there, We are new to FreshService and I have a question. We have an agent discovered Asset. I was wondering how can I create and associate a Purchase Order with this? I know I can create a Purchase Order and receive it into our inventory but once I put in the Serial Number it says this asset already exists. I tried searching the Forums and Help Topic but no luck on this exact issue.Thank you!

Hello, We are near releasing Freshservice, and I recently discovered a security flaw. Users can change the requester's field to email. This is risky because a user can impersonate another during ticket submission. I discovered this script below, but it does not work all the time. There are multiple times the browser must be refreshed before the requester field becomes read-only.  Can your developer team please make it an option to make this field read-only? ​<script type="text/javascript">jQuery(document).ready(function(){jQuery("#helpdesk_ticket_email").prop( "disabled", true );});</script>

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this 

After removing some of the default cards, the cards-banner element is now far too large for the section. However, any attempt to adjust its height via custom CSS ends in a poor result (usually in the mobile previews)Any insight on a good, robust solution?

I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system.  Part of this question is just about getting rid of that spurious link.

I am having trouble figuring out how to create a widget “Ideally donut” that show the percent of tickets an agent has worked on. Some of our tickets get passed around between agents depending on their specialties but when I try to generate a metric showing the agent it only counts the tickets that they are currently working on or were assigned when closed.

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 

Hello, Is it possible for requesters to add attachments to a change in Freshservice? At the moment I’m trying to find a way, but it doesn’t seem possible to do so. Can anyone conferm or am I searching in the wrong spot? 

HelloI try to delete an assetBut I have this message :{    "description": "Validation failed",    "errors": [        {            "field": "deleted",            "message": "awrns_service_delete_not_allowed"

is there a way in freshservice to ignore undeliverable email notifications?we get bouncebacks when sending the new ticket notifications to some alerting services we use and want to stop new tickets being created.

those little popups that tell you a task was successfully closed, or a status was successfully updated, or any other change to a ticket, are annoying as heck when they pile up and start to cover navigation buttons or other vital parts of the screen. Can they be turned off, or relocated, or converted to a status bar message?

Hi,Why Requester Email email cannot be one of email config's reply emails? 

Is there a way to add in a custom field or two into the Purchase Order Detail Line?  For example a Comments/Notes field related to that particular item, rather than the entire PO?   Often times a PO has many items that are related to different GL codes, so to tag each product with its own GL Code would be helpful. I am aware of the ability of adding in Custom Fields into the header of the entire PO, but looking to add it into the detail of each line.  

is there any way to control the sort order of tasks that are generated within a service request?  They seem to only appear in the order received, which isn’t always efficient. Is there any way to expand the text of a task within the list display?  Many of my tasks get truncated and you have to open the task to read it. Will there ever be a dashboard that would show a fully navigatable list of open tickets and tasks in the same screen, much like the current tickets screen functions?