How do I....?

I’ve been having issues attempting to get SAML working with Azure.  I’ve got past initial problems with SAML assertions and responses and am now getting “<test user> an error cannot be logged in as this user is not part of this organization”.  The user is present in Azure and the application is set to not require assignment.  It’s driving me nuts.  Any ideas, please?

Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :) 

Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket?  Our old system would key off a string in the subject line.  FreshService seems to work differently.

We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.

Is there a documented behavior for webhooks if the endpoint that is called returns a unsuccessful 500 status code? Is there built-in re-try functionality?

Our users are asked to complete the Captcha when logging in and resetting passwords, they are answering up to 7 screens before being able to get in.  Our users need quick access, can we disable the captcha’s?

Has anyone integrated Freshservice with cornerstone or globalscape? If so, do you have any advice? Or Hot tips?

I've been trying to use the V2 API for data extraction, and wanted to provide some feedback. First, it's great that you've increased the ticket page count to 100 - it results in far fewer calls.Problems/Frustrations I've had:1) no time entry detail in V2, which I've mentioned in direct support ticket, but would like to reiterate that I feel this is an important feature considering how important time is. It's not enough to have integration with accounting software, as the direct time entry detail is important for operational reports and I'd rather be getting this directly from the system of record. Can I suggest that you add an API method to retrieve all time entries with their parent ticket id, with paging of 100 at a time, and a filter on created or updated date? The v1 API allowed requests for time entries if given a ticket ID, and this requires an API call per ticket, which was/is very inefficient. 2) ticket lists return merged tickets (children) with no discernable way to identify

Reposting ticket here in hopes of actually getting a response and hopefully a solution: 

We have a small team and I wanted to look at using either the inbuilt project management in FS or an external one like Wrike. and have the Tasks that get created in the PM tool sent across AS service request. Enabling the team to work from one product and myself managing the project. I see that you can have task in FS but this mean the team have to keep flipping out of the queues. Any ideal would be great thanks 

We are looking at setting up a dashboard on a big tv so our team and others can see our workload.Curious if other servicedesk teams are already doing it and have they found it helpful. 

Some employes still works on the outllok client.Is it possible that emails which are received and converted to tickets are still marked as not readed? 

We are looking for a way to add a questionnaire form to a ticket that the end user can fill out based on the issue they are having.  This is to help us save time of going back and forth with an end user to try and get all the basic information we need like who, what, where, how, etc…Also, looking to have it where our technicians can attach or add it to an existing ticket as needed.Any suggestions on how to do this?  I was looking at the custom forms, but that seems to only have you modify the base ticket form, and we are looking more for a add on or question form they can fill out that will add the information to a ticket.

Hi All,Anyone else missing the SLA reorder button since this went live? Old UI: New UI: 

Hi there, first time poster so please be kind!I am looking to setup widgets for each of my Agents which shows the amount of tickets (and percentage as a whole) the have closed in the last 30 days, the average time taken to close tickets, and any SLA breaches they may have incurred.  Any help will be much appreciated. Thanks!

The new header and navigator look great, until I have the look at the whole giant bar.  Is there a way to get the compact bar on all screensizes?

I added a new ticket status called Waiting for Vendor.  I also added a field for agents called Vendor ticket number.  If we have to open a ticket with a vendor to help resolve the problem that was submitted in to us, we can change the status to waiting for vendor and if we have a ticket number we can key it in the vendor ticket number field. The only problem is that when the ticket is in this new custom status, it does not think its open anymore.  When your on the All Unresolved Tickets screen, the tickets in this status do not show.  Technically they are not resolved because we are still waiting for a vendor.  Some vendors can take a long time, weeks or months, and we could easily forget about these tickets if they are not in view.  Tickets in this status do not show up in My Open and Pending tickets either.How can we program custom ticket status fields to still signal to the system that its an open ticket?

Has anyone utilized Freshservice (or Freshdesk for that matter) in any type of project management capacity?We've experiment with using problems as "projects", since a project is going to have a change and release associated with it.There's also usually a incident as well to keep that as the communication with the person requesting the project. If the project request is someone in the IT department, we haven't been creating an incident ticket in those situations.The main challenges were facing with this approach1) Sorting and filtering of problems (and changes and releases for that matter) pales in comparison to sorting and filtering of tickets. There's not "All Unresolved" problems view and no way to "create" one. I posted a feature request, https://support.freshservice.com/support/discussions/topics/304139, for that. Please go vote it if you think you'd like it.2) Using Problems as proejcts seems like we're doing it wrong.Anyone have an suggestions or ideas?

There seems to be a very serious limitation with the Projects module in Freshservice. Essentially, you have a ONE TIME opportunity to enter the name of a task or sub-task because if you make a mistake, you can’t save any rename edits - a “pen” icon is there that allows you to type in a new name, but there is no “save” option to apply the change.As well, there is no ability to re-order tasks or insert new tasks between existing tasks. So you better get everything right the first time!Freshservice, why is this such a glaring shortcoming of the module? It essential makes it useless...unless I am missing something here.

When I create a new topic, it is automatically applied to one of the blue boxes on my landing page, as shown below. Is there a way to add a topic that can be found in the search results but does not appear under one of the blue boxes?

Hi,This may be a basic question but it’s just not making sense to me.I am going through the user onboarding process and trying to customise it for our company.As it stands, someone in HR initiates the request including the reporting manager (selected from the staff list).  That then goes to the reporting manager to fill in details etc and submit. The process then creates the master ticket and all required sub tickets.  All of the sub tickets have the original HR staff member as the requester.What i would want to do is change the sub ticket(s) requester to be the reporting manager. the master ticket can remain with HR.I was told that i could do this via webhooks.  I haven’t used them before and i have looked at several articles and forum posts. I’m guessing that it is a PUT not a PATCH and I think i have the correct Callback URL “ https://COMPANY.freshservice.com/api/v2/tickets/{{ticket.original_id}} ” and i assume i will need to put in authentication (still need to work out where to ge

Appreciative if anyone can provide a bypass for the error "Consecutive failed logins limit exceeded, account has been temporarily disabled.

Need Invoice for record purposes but was not sent to email address and support is sending me random ones not from my freshservice.

I would like some input on the best process to create a solution article from tickets that were reported and resolved. As of right now there is no 1-click functionality from the ticket itself that I'm aware of. What have you done with your help desk to ensure you are taking the most efficient path to create solution articles?

I am trying to find or create a report that will give me information on Technicians at the Service Desk. Looking for information on:Tickets closed/resolvedNumber of tickets currently assignedNumber of tickets that do not follow SLA'sEtc.Does this report exist?Brad