How do I....?

Freshworks has licensed this interesting Forrester Research report that offers great insights into what employees think of their corporate IT support:https://freshservice.com/state-of-service-deskIt’s definitely worth a download.

Hi gang, I’m fresh to freshservice and am getting used to the ticketing system. I’m used to using Connectwise / Autotask / other help desk software and am a little baffled by what I thought would be simple:Many tickets come in from folks who are not ultimately the primary requester. Joe might email us asking us to fix Mary’s stuff. Well, we are not going to work with Joe, we  are going to work with Mary and as such I want to update the requester on the ticket to Mary.I cannot find an easy way to do this. I don’t see an “edit” option on the ticket’s “more” dropdown.I am set up as an admin on the system.If anyone has a suggestion, I’m all ears!Thanks in advance

It can be accessed here, with XLAs at the peak and IT service catalogs at the nadir:https://www.gartner.com/doc/reprints?id=1-2AL7FXPB&ct=220715&st=sbI bet there’s lots on here you have heard of (yet). I know I haven’t.

I am trying to get the name of the logging officer into a placeholder (Freshservice does not have such a field!) To do this I am using the Fresh v2 web API. To do this I am doing a GET request to https://sjchh.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/activitiesThis is getting the activities fine, and it picks up the name of the agent for each activity under $.activities[*].actor.nameUnfortunately, my plan of getting it out of $.activities[0].actor.name as the first recorded activity doesn’t work because Fresh returns the JSON array in order of last activity to first activity. Does anyone know how to get the highest indexed activity? So I have six activities, the highest indexed activity would be number five, so I want to access $.activities[5].actor.name  

Having just edited a third-party article on the future of Service Management Offices I still can’t help think that these entities aren’t as popular as advisory organizations make out. So, does your company have one? If so, how is it benefitting you? Thanks :)

Hi,Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.So this is either a report of a prob

In exporting a report how do we include a ticket URL instead of the ticket number only. This will be handy for the one reading the report if he/she wants to view the ticket number.

The current integration assumes Freshdesk is always the ‘customer’.  In our organization we have two support areas for our employees; IT (Freshservice) and Business Systems Support (Freshdesk).  We have three needs.  This integration solves for one.  It would be great to solve for all three.Business Systems request requires support from IT - solvedIT requires support from Business Systems - UnresolvedAbility to transfer a ticket to the proper helpdesk - UnresolvedOur business does not have a full fledged customer support area for all employee needs.  We have two support areas.  IT and Business systems. IT (Freshservice users) supports hardware and infrastructure such as phone systems and network. They also support licensed software such as Outlook, backups, etc.Business Systems Support consists of business analysts and technical analysts that support our business systems used to perform business transactions; services and systems provided th

Is there anyway to import a CSV file in the companies section as we can do in the Contacts section? I have a lot of companies to migrate from our current solution to fresh for successfully migrate all the info.Contacts import option:Companies:?????

Hi AllI’m new to the group, so Hi everyone.I have been trying to import a CSV from our old asset management system into Freshworks. I have had some success while testing. However, I have deleted the test records that were imported. When I try to import a batch from the same original CSV, I get the email that says this:-Total records in CSV: 14 Number of records created : 0 Number of records updated : 14 Number of records failed : 0 Number of records unprocessed : 0  Yet the asset register is empty. Has anyone come across this before?     

Transitioning to Freshservice, and we are trying to figure out a way to import KB articles in a batch.  Is there any tool within Freshservice to do this?

Hi Am pulling in departments using below query:let     url=FreshServiceURL,     Source = Json.Document(Web.Contents(url & "/itil/departments.json")),     #"Converted to Table" = Table.FromList(Source, Splitter.SplitByNothing(), null, null),     #"Expanded Column1" = Table.ExpandRecordColumn(#"Converted to Table", "Column1", {"created_at", "head_id", "id", "name", "prime_user_id", "head_name", "prime_user_name"}, {"department.created_at", "department.head_id", "department.id", "department.name", "department.prime_user_id", "department.head_name", "department.prime_user_name"}),     #"Filtered Rows" = Table.SelectRows(#"Expanded Column1", each true) in     #"Filtered Rows"I am only getting 10 records through (the first page of departments in Freshservice) where as I have 14 total. Any ideas where I am going wrong? 

Hello,Does anyone know if there is any way to view a current bulk import of requesters, stop a current import, or start a new import? This feature appears to be available via the freshdesk API (https://developers.freshdesk.com/api/#import_contact) but not for the freshservice API (https://api.freshservice.com/v2/#requesters)?This would be very useful since I started a bulk import of requeters over two days ago and it appears to be stuck. The web interface will not allow me to start a new import because it thinks the current one is still running.

I was wondering if it was possible to create an automation that reads data from entry fields in the parent ticket such as Employee Name or Contact Number, and puts it as a note in the child ticket. Any help is appreciated.

I’m working on an offboarding process in FreshService and would like to convert a mailbox to shared.   We are a hybrid environment so I’m thinking that would need to be done in Exchange Online using Powershell somehow.  Has anyone figured out how to do this?   Thanks

This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues yo

Is it possible to write an expression with nested IF?I want to extract a case number from the subject, but the sender sends emails with three different subjects.My thought was to write a function that checks if the beginning of the subject is XXX, then it should extract in a way. If the subject starts with YYY instead, it must extract in a different way. And if the topic starts with ZZZ, it should extract in a third way.Something like this:if(startsWith('{{ticket.subject}}','XXX'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','XXX',0)+length('XXX '), indexOf('{{ticket.subject}}',',',indexOf('{{ticket.subject}}','XXX',0) ) ), if(startsWith('{{ticket.subject}}','YYY'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','YYY',0)+length('YYY '), indexOf('{{ticket.subject}}',';',indexOf('{{ticket.subject}}','YYY',0) ) ), substring('{{ticket.subject}}', indexOf('{{ticket.subject}

I have a director over maintenance who is trying to do a Report of Department at a Glance, but for a specific date range. I do not use this function, but he is telling me, that it he was able to set a specific date range previously, but he is unable to do so now. I have tried looking at it, for my department, but I have not been able to change any dates for those reports either. 

Dear all,Could be possible to do not consider a new ticket (created by email) as an incident automatically ?If yes, could be possible to make categorization ("incident" or "request") mandatory before set the ticket as resolved ?Many thanks in advance for your kind help!Best regards,Mickael.

Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How

I want a report, on who is having a dual asset. I am using Freshservice growth plan. 

Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!

Hi all,I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?Eg.:I have an incident, that first was put into “Pending Requester” State is “-” The Requester responded, and the state is changed to “Requester Responded”. That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail. Then I set the status to “Pending Internal” The State is still “Requester Responded” and that’s the reason why I’m writing here:Can I somehow put that into state “-” like the ones where status is “Pending Requester”? Hope someone can help with this :)/Henrik  

HelloI will need to integrate Freshservice with Servicenow through Unifi (sharelogic.com)Does anyone here have any experience setting it up?How did you make it?Is there any APP ready to install in the APPStore?

I edit a number of tickets as part of production support. Each time, it produces a pop-up notification in the top right corner of the screen that never auto-dismisses. I’m forced to click the [X] button for each one. How do I stop this madness?