How do I....?

I have a production hall where the employees only have a mobile phone. They need to quickly and easily be able to create a ticket using a QR code from their phones in case of a breakdown of equipment The ticket should only contain their mobile number and an optional field for entering a description of the problem. I understand i can create a service desk item and link a QR code to that item and later convert it to a ticket. But this requires the requester to select him/herself as a requester and this is what i would like to avoid. I just want them to identify a callback number. Can I do this, and how? 

Is there any ability to re-order Project Tasks? Maybe it’s been added since the last topic in April, or it’s on the roadmap?I can see that this has been a missing functionality for at least 7 years, requested numerous times, but since it hasn’t been added yet, I’m going to ask for it again. This is an important feature and not having it takes the PM feature from pretty good (fantastic as a part of the whole) to marginally useful. It’s like if MS Word made you define the page and margin sizes when you created the document and prohibited you from ever changing it again afterward, forcing you to recreate the document from scratch when you realized you needed to make a change.Common, guys, this is an IMPORTANT feature. I’m starting to make my team use this, and this missing item is going to create problems for me. It can’t be that hard to implement. Let me know if I’m wrong and this has been added, and I’m just missing it somehow.

Hi all i want to close all connected incidents if i close a Problem. there is a default workflow but this is not workingi have to close the incidents by hand, after this i can close the “problem” - how can i fix this  

I try to create a new Service Catalog Item, i want to use the Custom Field “URL”.But all i got is a simple Textfield, without a link or the opportunity to insert a link

I am using the Changes module to track IT change requests and its workflow from Request initiation to Go live with multiple stages in between. I want to find out how much time was spent in each stage of the workflow. This is similar to the time spent in tickets module. But i cant find a equivalent for the changes module. If i could get the activities details through an API that would be the best, but dont find an API that would get me the activities details for a change.Any Ideas ? 

every time you folks at FW put out a new feature, it consistently has some elements that make me wonder who the heck is approving program design over there.  Today’s frustration:  exploring the new Journeys.  There’s a form widget to add attachments, but you only allow PDF, TXT, PNG, or JPG.What do you guys have against word docs or excel spreadsheets?  Why place any restrictions at all?All of my onboardings are documented using Excel, and while I may or may not agree with using excel this way the point is this is ingrained into my company’s process, it’s not going to change.  So I guess this is another “improvement” that we won’t be able to use over here.I would discuss this with my account reps, but (once again) they seem to have disappeared.  I can’t bring this up to the so-called Insiders program y’all invited me to, I have not gotten a response to my request for a call since May. FW had me in a “top contributors” group that met, I think, twice last year and

Hi all is there a way to add auto. for every PO the same Approval “Group”?for every PO our CIO has to approve  

Greetings!My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

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

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”

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? 

Hi,I’m building some workflows in FS and i’m using the Azure AD Orchestration integration to my Azure AD.I’m trying to build a workflow regarding access request to Azure AD and want to make lookups from FS directly to AAD. Is this possible? As of currently i’m using object IDs in the workflow which is lots of manual work and prone to human error and honestly lots of administration. I want it to be automated and that a user should be able to lookup access groups (maybe based on some attributes or a specific nested group). If you have any other suggestions to create a automated workflow with provisioning I’m glad to accept. Thanks

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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, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

Context / GoalI’m trying to build an automation in Freshservice that sends a Slack notification when a ticket stays in Open or Assigned status for more than 7 days. The idea is to alert the IT team so that old, unattended tickets don’t get stuck without action. Setup so far  I’ve built a Workflow Automator that:   Triggers daily. Checks ticket conditions (status, agent response time >168h, workspace, agent assignment). If conditions are met, it should send a Slack message to a channel. I also considered using Supervisor Rules (since they are time-based), but they don’t allow Slack actions directly. To work around this, I tried combining Supervisor Rules (to tag tickets) with Workflow Automator (to catch the tag and post to Slack).

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

We have our solutions that we are using as KB for IT and general staff, but when looking General staff have access to view all the documentation that is specific to the IT team. can we adjust the permissions of some documents to only be to the IT Team and not public to everyone?

Would like to hide Mark ticket as Closed button for specific service item I have CSS which Hide across . Please suggest 

Hi allIs there a way to add my own button/category to the New Ticket screen—similar to the buttons in the screenshot below—and have it open a dedicated (standard) form just for that purpose?What I’m trying to doShow a custom button for a specific request type Route it to a unique ticket form with its own fields/defaults I’ve looked through Admin settings/configurations but couldn’t find an option to add a new button or map a category to a separate form So, Is this supported in Freshdesk? If yes, how do I set it up (steps/docs/code examples welcome)? Thanks

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? 

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? 

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