How do I....?

Maybe someone has a tip for us:We want to assign incoming tickets to an agent group. Special feature is, we have two agent groups:  1. internal IT (standard office hours)2. External IT Service Desk (extended office hours) How can we set this up so that, for example, from 06:00 PM to 10:00 PM all incoming tickets are assigned to extended support and the next business day from 08:00 - 05:00 PM the rest to inquiries? sorry i can't find any option. :(Thanks a lot and see you soon,Christian  

​​​​​​Hi everyone, We are excited to share with you our first edition of the Freshservice Service Management Benchmark Report 2021 (FBR 2021)—a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs and benchmark against the index, thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.With anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets, the FBR 2021 draws insights across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.The report provides insights into:  Key metrics required to measure service desk excellence How peers across industries and countries perform Characteristics that determine agent productivity and service desk efficiency Future-proofing service manageme

 Dear Users,Beginning October, 2021, Freshservice will be dropping all support for Internet Explorer browser and would recommend you to move to a more modern, user friendly browser.Why are we dropping support?Internet Explorer 11 was released over 7 years ago and has not been updated since 2015. It is currently being used by less than 1% of all the internet users and 3% of our customers.So, when Microsoft announced that IE will be retired for certain versions of Windows 10 on June 15, 2022, we decided to follow the course.What Next?For an enhanced user experience and continued support we recommend you to migrate from Internet Explorer and use a modern browser to enjoy modern web standards and improved security and functionality. Click on the link below to download the browser of your choice.Google Chrome - LinkFirefox Mozilla - LinkMicrosoft Edge - LinkFor any further questions please reach out to your account managers or post them below and the team will help you with it.Regards,Team

I have mentioned this in the past and it’s worth repeating. It’s not necessary a “Feature Request”. It’s more a request to fix the UI.The Save/Publish functionality in Solutions should mimic the dropdown menu in Service Items. Aside from the Save/Publish two step being a bad design, it is prone to errors. Agents click Save and naturally assume their changes are published. In order to publish, there is an entirely different button forcing one to perform more steps than necessary or just completely forget to publish and what should be a live article is hidden because Save defaults to Draft mode.Canned Réponses have a completely different design. Update. That’s it.So three different ways tells me that the different developers are doing things differently and not following (or having) a single Human Interface Guidelines to go by.and 

If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.

We recently purchased Lumapps wondering if there is any integration with Freshservice.

If I want to update a Service Request item. with the following@" { "priority" : 1, "status" : 2 } "@But when I run my code I get this....Invoke-RestMethod : {"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Incident'","code":"invalid_value"}]} At I don't want to update the "type" field because it is already set to "type": "Service Request", if I change this to "type": "Incident",It works but lose all information on the Item.If I add "type": "Service Request" to the code it does not work.... Does someone know how to bypass the error.... Or another workaround?@Freshplease update you're API....

any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t

Is there a possibility to add a video in article instead embedding the video ?

I am trying to change the Asset management to our needs but I am hitting walls every time I am trying to change something.For example I am trying to remove certain form fields or change the name of fields but there are no options for this.When I am trying to remove the Cost tab of a new asset, I can’t find the option at all. I am looked thru the solution DB and community help but no success.Is there anywhere where I can find manual or tutorials in depth of the asset management?

I am trying to create bundles of products, ie mouse, keyboard, docking station, monitor etc in which the user just selects the products they need. This stops separate tickets for each small item. However, each small item still shows in the service catalog as a separate item to be ordered which cancels the usefulness. There seems to be no way of saying I don’t want requesters to see the small items separately, only the bundle. It seems they have to be available to be viewed within the bundle.Is there a way of restricting visibility but still having the products in the catalog as the only options are all requestors or requestor groups which need some people in them!Thanks

Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.Is it simply not possible to access this with js? Just being a noob with js and fd, I feel totally clueless. Adding my own name automatically to the tickets I handle should not be that very difficult or did I miss something?  Even trying with use of slow /canned responses, may I also set the ticket properties and tags /c ? Been made to improve productivity and if this /canned1 response is suitable for 80% of my tickets and 90% of them are incorrectly ticketed. It would be great if there is an option to do so. In-case this is simply not possible to achieve for us agents working with FW- Are there any fr

Hi thereHow can one assign a child task to a user who is not set as an agent in FreshService? (The user will still be part of company with a standard AD account).Thank you.

Hi,I am relatively new to FreshService.I assisted in the bulk implementation and configuration.Our Council went live with FreshService July 1st last year.I know that we have only scratched the surface on what FreshService can do for us and was hoping to get/share some ideas with other FreshService Agents on how to improve it. Thank you,Jim Dumay

Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests.  We are going to expand in to change, problem, project, knowledge, asset etc.  Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks

This may seem like an odd question but I have recently applied for a position as an administrator for Freshservice.  I have experience with other ITSM tools (Supportworks, Ivanti Service Manger) with admin, configuration and customisation and have looked at the Freshservice Academy Freshservice Administrators course.  From an admin and config perspective, everything looks fairly standard and intuitive so I don’t have concerns about that. At the moment I’m unsure what level if any of development/customisation might be expected in the role but in preparation I wanted to see if I could get an idea of how that aspect compares to other products?  Do any Freshservice developers have experience with other tools and can they give me their thoughts on how they compare?Thanks in advance!Stace

Hi Team, I would like to about the amount of product upgrades that freshwork ITSM does in an year.  Thanks and RegardsJonathan

MTTR - in your opinion, is this Mean Time to…Resolve/Resolution Repair Restore Recover/Recovery RemedyOr something else?I’d love to know your thoughts :)

  Are the mid-week blues taking over your day? We know a fun way to cruise through those blues. Paws-IT and beat that mid-week slump by taking part in our exciting event! Freshservice is celebrating "Take Your Dog to Work Day" on June 25th and we are organizing a special contest for all pet-parents and dog lovers out there. Here’s your chance to win a special goodie basket filled with treats for your canine companion. You will have to: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog  Tag us @freshserviceapp with #ITMadePAWssible We will be announcing three lucky winners on June 28th. Hurry up and send us your entries by June 25th! 

Sometimes it’s the most unexpected things that make us smile most. In terms of your use of Freshservice, is there something - no matter how small - that makes you smile more than anything else? Please let me know via a reply and hopefully you can be introducing others to great things that they might not know exist in Freshservice.

Hello, freshservice it’s for me? Small web agency 

Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: servicedesk@msp1.com for customer 1 and 2 when they recieve a activation link. And servicedesk@msp2.com for customer 3 and 4. kind regards, a

 Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.

I have seen a number of discussions around adding software to a user that has not been scanned. This is a great tool. What I would like to know if it is possible to have a template, or bulk add to a user. We have a number of CALS, and user based licenses that are no scanned. There are approx 9 that have to be added to every user manually. What would be ideal would be if there could be a user creation temple that also included a set of standard software assignments.ThanksDamian