How do I....?

I’ve looked at this topic multiple times but never got a viable solution so posting this here to see if anyone has any ideas. Lets assume you have 1 mailbox where internal users email issues to.  You are using Exchange 365, and have a mail flow rule that has conditions and action:Recipient is the “ITIssues” mailbox Sender is Internal Redirect to “FreshserviceAddress” (let’s assume for now we don’t need to keep the emails in the mailbox, in which case you would add it as a cc address then create a mail rule to auto file the messages)Now using this, if a client emails ITIssues the email will go to the inbox so it could be dealt with outside of Freshservice. This is great until….User A emails ITIssues and cc’s a client. Ticket is raised Agent 1 replies which emails User A and the client by default Client replies and the email goes to the inbox.Ok, so we can work ar

I am trying to force a selection for Source. Users leave the default selected, and all the tickets source is phone.  I want to use a business rule to force a selection.  In the ticket form I need to make a custom field “Select” the default, but it seems that phone as default cannot be changed.

I’ve seen this discussed a little bit in the past, but I’m still not seeing any obvious way to do this.We want to turn off the first response SLA, but leave the resolution SLA in place.An example scenario is that a ticket is raised, and we send out an email to the requester automatically via the “Email Notifications” section in the Admin area of Fresh. So the user is already being made aware that a ticket has been raised, and that we will be working on it. Our first responses tend to be pointless, as they just result in a manual response that pretty much is the same of what they’ve already received when the ticket was first opened.So, we want to switch off the first response SLA, and keep the resolution SLA in place. Is there a way to achieve this, even if it’s a bit convoluted to do? We could just set the first response to 12 months, and leave the resolution SLA’s as X amount of hours?

I need to add a question for a service item where it will list multiple items and the requester will select an item and then determine the quantity.  It is an HR service item in a business workspace to track assets issues to them (like computers, uniforms, keys, etc).  HR wants the employee to select which items were assigned to them and then the quantity of each.   Any ideas on how to do this?

 Hi Freshworks community,I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.A few questions I’d love input on: How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve? Do you maintain legacy pause reasons for historical accuracy? Any tips on handling SLA repairs without impacting older tickets? We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily , so getting SLA logic right from the start is critical.Would

 Hi Freshworks community,I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.A few questions I’d love input on: How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve? Do you maintain legacy pause reasons for historical accuracy? Any tips on handling SLA repairs without impacting older tickets? We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily (for example, tracking response and resolution timelines for applianc

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshservice APIs now support OAuth flow. The article directed me to your documentation at https://api.freshservice.com/#intro. However, only api key authentication is mentioned.Can someone share the steps I need to take to implement my integration using OAuth authentication flow?

I am looking forWhen we raise a hardware request such as a laptop and enter all the required details, the request goes for approval. Once it is approved, I would like to generate a PO report in PDF format. Is it possible to set this up in the Freshservice helpdesk ticketing tool?

We are starting to use Device42 to import a full list of our assets and, so far, we’ve had a good experience with it. However in order to make the most of the ‘Impacted Services’ feature in the Change module, we want to be able to link our assets to Services (Applications within Device42) so that, for example, when a server is the subject of a change, the owners of any application relying on that server are automatically added as change approvers.An Asset can be manually linked to a Service within Freshservice but this is not practical given the numbers of Services and Assets that we have. Performing a regular sync operation via the Device42 app options screen in Freshservice does not import any Asset/Application relationships pre-mapped within Device42.Has anyone else had this problem? I’d be grateful for any guidance on how we might manage it.

I am trying to implement custom scripts specifically on the offboarding page for the second part of the process(Reclaim Assets). Our imported assets have a naming standard, usually follow PREFIX-Serial#. We want to make it easy for the user to complete the form by changing the displayed name from the above to Laptop without actually changing the asset name in our inventory. I know how I can achieve this using JS but unsure where I can put the custom script under portal designer :(I’ve tried footer page and have had no luck. I assume this page is a public page and scripts implemented under portal designer do not apply? But than again, I have to sign in to access the page so I assumed this was not the case. 

Hi All, I am facing an issue while using the Approvals feature in the Freshservice mobile app. Earlier, all past approval comments were visible on a single page. Currently, we need to expand each approval group individually to view the comments, which makes the approval process cumbersome for approvers. Is there any workaround or setting available to restore the earlier view or simplify this process? Regards,Amulya S.

I struggled with the existing instructions, hopefully these steps are clearer:By default, there are five asset states in Freshservice,In Use : The asset is currently being used by somebody in your organization. Missing : The asset isn’t being used, but cannot be used since it’s missing. In Transit : The asset has been ordered from a vendor or is being moved. In Stock : The asset is readily available for use. Retired : The asset is too old, or isn’t functional and has been retired. Add your custom asset state here for our team I used recycled/ destroyed.Follow the next steps:Click on Hardware Field (Parent Folder) Choose Edit  Click just right outside the “Asset State” field (when cursor changes from one pointer to four pointers) a new menu opens.

Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone has come up with a unique way of handling this.Problem:I want to keep historical data for service items easily accessible in the ticket so it can be referred to at all times in the state it was submitted. This is important to ensure we have an accurate record of what the requester selected, particularly around on and offboarding.Archiving Fields:  I understand that the field is referen

Team As we are currently using Freshservice to create laptop requests, I’d like to understand whether it’s possible to generate PR and PO reports directly from the same portal after approval.Could you please confirm if this feature is available or if any configuration is required?

How can we set up an automator to email a particular agent when a CSAT is submitted below a certain threshold?  Under “EVENT”, you can add “ticket is updated” and “Customer Satisfaction Rating is….” ----but the non-editable qualifier is “When any of these events occur” - and I need this to be ALL As a “CONDITION”, I do not see anything regarding CSAT. Thanks. 

There is an automatic workflow configured to close all incoming mails with an Out of Office message. Based on certain key words either in Subject or Body, the ticket gets closed. What will be the scenario if a user sends an email to IT support email, and the requester had kept his supervisor in CC.As per the process, the ticket is created in the system and a technican is assigned. But if the supervisor is on leave and there is an Out of Office mail from him to all recipeitns, includign IT support, the system triggers the workflow and closes the ticket. How to avoid such situations. Kindly explan any work around or a better aprpoach

Hi everyone 👋I’m just getting started with Freshworks and I’m planning to onboard a small team of 5–10 users. I’d love to learn from experience — What’s worked best in your team for training new users so they adopt Freshworks smoothly? Any pitfalls or mistakes you’d recommend avoiding when first rolling it out? Do you use a particular onboarding process or checklist (internal doc, staged rollout, live training, etc.) that made the transition easier? If you’ve done this before, I’d appreciate any tips or sample flows — especially for small teams.Thanks in advance! Looking forward to hearing your experiences.

Hello,I would like to ask if it is possible to make some adjustments to the filter section in the Ticket List.At the moment, there are several filter fields that our organization does not use, and when we need to filter tickets, we have to scroll a lot to find the fields that are relevant to us.It would be very helpful if we could: Remove unused fields Reorder or move fields to reflect our operational priorities This would make ticket searches much faster and more efficient for our team.Additionally, some users need to filter by multiple categories at the same time, but since the current control is a combo box, it only allows selecting one category at a time.This makes filtering quite inconvenient in daily operations.I am attaching an image related to the first request (filter customization).If you need f

Is it possible to sync Dashboards and Filters to the Sandbox and vice versa?

How do you add the strikethrough? It's not listed in the formatting field and standard office shortcuts don’t work. What is the keyboard combo?thanks 

Hello,I would like to ask if it is possible to make some adjustments to the filter section in the Ticket List.At the moment, there are several filter fields that our organization does not use, and when we need to filter tickets, we have to scroll a lot to find the fields that are relevant to us.It would be very helpful if we could: Remove unused fields Reorder or move fields to reflect our operational priorities This would make ticket searches much faster and more efficient for our team.Additionally, some users need to filter by multiple categories at the same time, but since the current control is a combo box, it only allows selecting one category at a time.This makes filtering quite inconvenient in daily operations.I am attaching an image related to the first request (filter customization).If you need f

Hello,when my users make a service request to return IT items the system automatically generates a document. but my whole servicedesk and user portal is in Dutch. but the generated reply is in English and so is the email that the users receive.i can't find the setting to change this. it's really important for my users to receive this in Dutch.See attached image of the automated response from the system. 

Create rule from mailbox to always create new ticket, regardless of subject or header.  Need new ticket every time.  Is there a way to create a rule for this?

Our team noticed that our custom Freshworks URL is searchable on Google or other search engines.How can we prevent our portal from appearing in public search results?

Is there a way to configure Freshservice to automatically send an email notification to a specific group of users when a new article is published in the Solutions section?I need a selected group (e.g., the support team or specific agents) to receive an automatic notification whenever a new article becomes available.Please confirm whether this is possible or suggest a potential workaround.