How do I....?

Is there a way to link a Service Request to a Problem Ticket?  We have a dedicated Service Catalog items for users to submit issues related to the project. These ticket some through as Service Items instead of Incidents.  I would like to link them to respective Problem Tickets similarly to how we can link Incidents back to Problems but I don’t see that option under Associations? 

Hello! I have question that someone may occured before and have a solution, hopefully.We have work divided between Sales and Production, and we’ve run into a problem.We want Group Sales to see all tickets, but Group Production should only see production-related tickets (not Sales tickets).This restriction should also apply to the search function, since we don’t want Production to see any business agreements.We thought about creating duplicate groups (e.g. Group X Confidential, Group X Production) and hiding the other one, but that feels too confusing.Do you have any ideas how we can achieve this? 

Is there a way to hide certain statuses from the main status list?We’ve noticed that Business Rules only hide statuses inside the ticket view, but they do not remove them from the global/main status list.Can you advise whether this is possible? 

Innovation has always been at the heart of Microsoft’s journey—whether it’s moving from desktop-based software to the cloud, introducing AI into productivity apps, or enabling businesses with digital transformation tools.For me, innovation isn’t just about creating something new, but about improving existing systems to bring more efficiency, accessibility, and impact. For example, Microsoft Teams evolved from being just a collaboration tool into an innovation hub that integrates AI-driven productivity features.I’d love to hear from the community—how do you see innovation impacting the tools you use every day, whether at work or personally? Do you think AI will be the biggest driver of innovation in the next decade, or is there another area we should focus on?

How does the “request for” field become updated in an onboarding journey?If I send a ticket to IT to create the new company email address for a new hire then how does IT update that company email address in the onboarding journey?

I notice that a lot of tickets that require a response get buried in other “Open tickets”. Would be nice to filter tickets that are either “New” or “Customer Responded”

Hi all I've recently added the SaaS module, primarily to manage Microsoft 365. After integrating it, I noticed that all my guest accounts were automatically listed as requesters. I was able to clean this up manually once, but it’s not ideal. The bigger challenge for me is the workflow. I’d love to hear how you’re handling this. Under "Software," the Saas Module created a new entry called Microsoft 365, which includes all the licenses we have in our tenant. However, I’m unsure how to assign these licenses to individual users. I need to distribute specific licenses—not just the general Microsoft 365 bundle. For example, one user might have Visio, while another doesn’t. All licenses are grouped under the Microsoft 365 entry, which makes it hard to manage. I hope that makes sense.Additionall

Hello Everyone!Thank you for the fantastic response to the Freshservice Benchmarking Report walkthrough session! 🙌​@Anusha and ​@viswanatha.mehta  will be walking you through the highlights of the report, including: 📊 How organizations like yours are performing across key ITSM benchmarks 🔍 Emerging industry trends and where teams are investing 💡 Actionable insights you can take back to your own service operations ⚠️ Note: This is not a product demo — it’s a focused walkthrough of the report and insights only.👉 Join directly using this lin

I am new to Freshservice and still trying to get around the configuration. I’ve been looking at some of the third party integrations (e.g. AzureAD Provisioning) however they require an API key.If I follow the instructions to get my API key - select my Profile Picture (top right) > Profile Settings on the right hand side there’s a heading Your API Key however underneath there’s a message that says:Your API key is disabled. Please contact your admin to enable it.I am the organisation admin for our account so I assume I have the correct priveleges, and I have been searching the documentation and the internet and cannot for the life of me find any information on how to enable it, other than ‘speak to your admin’…If someone would please shed some light onto this that would be amazing as it’s increasinly frustrating that I cannot locate any information - and starting to tarnish my opinion of what ap

Dear,I’m trying to implement in my change process a Business validation where they need to validate through tests.For audit reason they must provide printscreen of these tests.Idk how to make this mandatory through a task or a field in the basic change formThanks :)

Hi,As an agent when I forward an email to the helpdesk can I set it to create a ticket (as it does now) but set a rule to exclude it from auto assigning the ticket and auto responding to the original requestor?Thanks,Luke

Hi,As an agent I receive a notification when a ticket is assigned to me. When I reply to this email, my reply is added as a private note. Can I set up Freshdesk so that my reply is added as a reply on the ticket and emails the requestor my response?Thanks,Luke

Hey, Is there any options to change what is visible here?I would  like to have instead of description the fields.  

I am looking for a way to avoid unselected check box in Workflow Automator emailWe have created Catering Request as a Service Item in Our PortalAfter Selecting check box , It will show them the Menu and Number of People that need the Item.After Submission an email will sent to the Support Team with relevant information. As you can see below , The item they selected will have the number associated with respective item. We are looking for a way to avoid the Unselected items from email. For E.g. If Someone Selected Lunch Option 1 and Fru

On Friday, we deactivated and deleted a user from the system. Unfortunately, all tickets that were created by this user (around 80) disappeared, and we are unable to locate them. We need these tickets to be restored and reassigned to another user in order to maintain service continuity. Could you please check if it’s possible to restore the deleted tickets and reassign them to a different user?

Everyone has that one ingredient or dish that feels essential in the kitchen. On our global cuisine hub, we celebrate those must-have flavors while exploring new recipes and food culture. So, what’s the taste you simply can’t imagine cooking without?

I'm trying to create a workflow to reset a Microsoft Active Directory (AD) user password.To do this, I need to generate the username in the format JDoe for a user named John Doe. Input:I want to use the Requester Name field from the Service Item, which contains the full name of the user (e.g., John Doe). Problem:I’ve tried using the following expression, but no matter what I do, it doesn’t work.Instead of getting JDoe, I get JJohn Doe.  concat( toUpperCase(substring(trim('{{ticket.actual_requester.name}}'), 0, 1)), regexReplace(trim('{{ticket.actual_requester.name}}'), '^\\S+\\s*', '') ) i tried different Variation, also the eMail-Adress field, Nothing is working

Currently using FreshDesk to track requests and tickets internally and another team within our company is also looking to hop onboard to also use. The agents would be completely separate from my team, and would want their tickets to also be separate. Would my best option be to create a new Group and set up automations that way or have them set up a new FreshDesk scenario, so their “desk” is completely separate from mine? Or is there an option C that I am not aware of that could also solve this issue?

Just posting this here to suggest that this Enhancement Request could be super useful. I was able to get some support from this article But I note the issue is set to Resolved. The answer is great - but it should be much easier to do than having to step into the HTML. Please add your support to this request to get the ability to create a Table of Contents in a Solution Article. I hear it is on path...we just need to let Freshservice know we need it.

When attempting to resolve a ticket I select send and set as resolved. It takes me back to the que and the ticket is still open. I have to switch it to resolved again. This sends out to resolved emails to the requestor. I use to be able to send and set as resolved. Please help

Hello, i have trouble setting up automatic email responses for different languages. I set up all the languages I want, some work some don't. Does anybody have solutions for that? 

I am a new user of Freshservice.  We have set up some Sync configuration sets to sync our production environment to our sandbox.  We do not seem to have the ability to edit the set once we have created it:  Hovering over the Action column reveals nothing.Accessing the Config Set does not reveal an area to edit:  Can someone point me in the right direction? 

Is it possible to add the option, or a field, on a service request item that allows the requestor to upload a file when they complete the service request form? I am not seeing a built in method for doing this.

I have a question regarding the integration between Freshchat and Freshdesk. Why are we unable to map the agent name in the integration and have it "copy from" the agent name? The option appears to be disabled.Could you kindly provide clarification on this or let us know if there's a specific reason for this limitation?Thank you for your assistance! 

Hello,I have a due date Date Field on several forms and I want to be able to do a validation on the date that is entered when the user submits the form. I know I can do this via Business Rules for Forms, but I am having challenges getting it to work with my specific scenario.I want to check that the date selected for the due date, for example, is seven days from the current date or after.How exactly do I set the conditions to get this to work correctly? Every option I’ve tried does not work.Thank you!