We want the FreshService Support Portal to be the one-stop shop for all end-user requests. However, in some scenarios we have other tools which handle these requests such as the Microsoft Entra Self-Service Password Reset Portal, SharePoint forms, etc.
There doesn’t appear to be an easy way to create a Service Item which would redirect to another site. Having this feature would allow us to put all potential requests in one place, but still allow end-users to access the forms wherever they may reside.
New Idea
Redirect Service Item to external URL
+2
+9- Top Contributor ⭐
Why not create a service item with a content section that specifies to go to X url for self-service support on the issue, then put in a business rule on the service item that does form validation and indicates “Please use the link to perform this task” or similar. This wont create a ticket (so you wont see usage in FS necessarily) but this is how we are handling similar things on our tenant.
+3This is a common problem we run into. We want to drive all user support behavior to our Enterprise support portal which is our FreshService portal. 80% of the time, we can handle a user request for IT/HR/Finance within a service ticket, that other 20% would really be ideal to pop out to another place.
The problem with creating a form with the URL in it rather than have an actual redirect, is the place request button is still available and means that a customer can still log a blank request instead of going to the URL.
It is also two clicks instead of just one.
+9- Top Contributor ⭐
The problem with creating a form with the URL in it rather than have an actual redirect, is the place request button is still available and means that a customer can still log a blank request instead of going to the URL.
It is also two clicks instead of just one.
This is where having a business rule that does form validation on that service item prevents creation of new requests. This doesn't fix the two clicks vs one, but it at least shuts off the ability to raise new ones.
Agreed, but having to do that for every Service Item you create for a URL redirect is not great and creates more admin work and more business rules that should not be required in the first place.
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