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5 Must-have Freshservice Apps to boost IT Support

(Thu, 26 Sept, 4:00 pm)

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Replies posted by eeha0120

565 Replies

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EricRoelandSkilled Expert

asked in Ticket & Workflow Management

Email fields in reply

Hi. You might give Liquid Filters a try:https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Please check Example 4 and see if it may help with your use case. Sincerely,

erikstrContributor

asked in Automations

Running multiple workflows at once

Hi. Maybe the second is locked waiting for the first.Can you share what do the logs mention? Quick question based on your last quote:Can't they be set to run after another?If so, you could try adding a timer node for a delay in the second at the beginning of it. Regards,

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Adding Text on Ticket Page in Portal

Hi.If I understood correctly, this is what you are looking for: If that is correct, it actually is kinda simple (yes, it is HTML): You need to go to Admin -> Service Desk Rebranding -> Customize Support Portal -> Layout & pages -> Portal pages, and then choose Tickets - New ticket.In that page, you may add text (following HTML rules) above the div corresponding to ticket-new-body: Hope this helps. Sincerely,

JoeSuarezContributor

asked in Getting Started

Freshservice: Allow agents to send activation emails

Hi.Answering your inquiry, unfortunately this is, currently, not possible.And this is a so much needed feature. Id suggest to submit the feature request, poat the link here so we could be aware of and vote, and even submit a case in order FreshWorks be aware of how many customers are needing this It seems it is due to the design of the contacts being part of the nain portal site and not completely dependent on FreshService portal. In other words, this is a By Design limitation. It definitely requiere some thinking and developing in order to achieve it with this current model. Regards,

TRUNG LEApprentice

posted in Getting Started

Authentication from custom Mobile App/ 3rd party app

Hi, I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable. I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy. Product team please consider option to keep authentication method using Username/ Password. Thanks Trung.Le Basic authentication has its roots in accessing internet resources, where easy access for users is paramount. Usernames and passwords are stored in the Web header field in plain text with base64 encoding, using SSL to encrypt the headers and ensure user cr

CecileContributor

posted in Ticket & Workflow Management

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages

That’s indeed a must.If you have submitted this Enhancement/Feature request here, please share the link in order we could vote on it. Regards,

Mo.WaelSkilled Expert

asked in Ticket & Workflow Management

Make email reply reflect inside ticket as a reply

Hi @Mo.Wael .As Zach mentioned, you need to include the ticket ID in the subject in a specific format. Please do check the following posts where I explain this in detail: Hope this helps. Regards,

CecileContributor

posted in Ticket & Workflow Management

Associate assets to a Change or Incident - usability enhancement request - multi-select accross pages

5 upvotes so far. Good!

KyleJDApprentice

asked in Getting Started

how to configure SAML SSO with ADFS

Hi.Can you check the following KB?https://support.freshservice.com/en/support/solutions/articles/50000000143-where-do-i-configure-single-sign-on-within-freshservice- On it, you may found this direct link:https://support.freshworks.com/en/support/solutions/articles/50000002355-how-to-configure-saml-2-0-for-freshworks-using-adfs- Hope this helps. Sincerely,Elvis

JanUfoTop Contributor

asked in Portal/Knowledge Base

Different Support Portal, solutions and Fields - is possible?

Hi @JanUfo . Hope you are great. There are a couple of options that may address your need. MSP mode:https://support.freshservice.com/en/support/solutions/articles/240666-a-guide-to-the-msp-mode-in-freshservice(This is the one I think would work for you). Workspaces:https://support.freshservice.com/en/support/solutions/articles/50000005551-what-is-a-workspace- Hope this helps. Regards,

KyleJDApprentice

asked in Getting Started

how to configure SAML SSO with ADFS

Hi thank you for your help, but still i cannot connect to my AD Hi.Could you please elaborate?You may also request assistance to Support. Regards,

JosipApprentice

asked in Ticket & Workflow Management

Main Admin can't see tickets or anything anymore

Hi.From a security point of view, in any solution, once you remove yourself admin roles, you cannot add that role to yourself.You need to request a second admin to do that for you.You should be able to add roles with permissions below to your current permissions, but not higher.This is true for any software which works with security roles and permissions. Hope this clarifies. Regards,

maloktSkilled Expert

asked in Portal/Knowledge Base

Hide "Was this Answer Helpful" From KB

Hi.You can go to:Admin → Service Desk Rebranding → Customize Support Portal → Layout & pages → Portal pages → Solutions → Article ViewFrom there, remove the highlighted div section: Regards,

maloktSkilled Expert

asked in Portal/Knowledge Base

Knowledge Base - Set URL to Specfic Category

Hi.This is a multi-part answer: You can go to:Admin → Service Desk Rebranding → Customize Support Portal → Layout & pages → Portal pages → Solutions → Solutions home.From there, remove the highlighted a section: From there, remove the highlighted option section for the Mobile View (if required to): This should be helpful, hopefully. Regards,

maloktSkilled Expert

asked in Portal/Knowledge Base

Hide "Was this Answer Helpful" From KB

Perfect, thanks! Anytime. Please help marking the previous response as the Response, in order it may help others with your same inquiry.

maloktSkilled Expert

asked in Portal/Knowledge Base

Knowledge Base - Set URL to Specfic Category

Hi.Do you have categories and folders ? Or were they simply removed from the screenshot ?I tried it in my instance in Preview mode and the section was removed, but yes, the list shown to the right was still present. I might try later, but I’d suggest to submit a support case and request assistance for this. Regards,

EricRoelandSkilled Expert

asked in Ticket & Workflow Management

Attachments create NEW ticket instead of adding to old

Hi @EricRoeland Just double checking, maybe a silly question:Is the sender of the attachment the Requester or at least is part of the CC'ed?If not, FS will create a new ticket always, because they not only check for the subject with the correct [#INC-nnnnn] format. There are a couple of threads where I have described all the checks currently done by FS when receiving emails for Email Thread to work. I'll try to get them for you. Regards,

Jennifer.HTop Contributor

asked in Automations

Time based condition in condition builder

Hi.I'm order to work with times you need to consider Timezones in time formula for comparison.But, and based on your example, it seems you're working with shifts, so setting up the proper time zones in the agents should do the trick.You may also try considering On-Call Management. If any of these is not accurately targeted to your need, would you mind elaborating a little bit more? Hope this actually helps. Regards,

EricRoelandSkilled Expert

asked in Ticket & Workflow Management

Attachments create NEW ticket instead of adding to old

Hi @EricRoeland Just double checking, maybe a silly question: Is the sender of the attachment the Requester or at least is part of the CC'ed? If not, FS will create a new ticket always, because they not only check for the subject with the correct [#INC-nnnnn] format. There are a couple of threads where I have described all the checks currently done by FS when receiving emails for Email Thread to work. I'll try to get them for you. Regards, Hi again.Not my reply, but this has what is also on mine and wanted to share with you: Hope this helps. Sincerely,

zachary.kingSkilled Expert

asked in Getting Started

How to handle the termination of requesters and reusing of email addresses

Hi.This scenario has not happened to us, yet.Not saying that this is the right or best approach, but, as that old email in FS with ticket history (understanding your keeping that data) needs to be preserved, as it was from a different John Smith, you could change the Email of that requester to, let’s say, John.Smith.OLDID@domain.com, using a Personnel ID that matches the old one. As it will be for historic purposes, the Requester invitation that would be sent to the John.Smith.OLDID@domain.com can be ignored, as it actually won’t be received by no mailboxes. This would keep his old tickets referenced to him, and you will have the John.Smith@domain.com email free to be re-registered as a valid requester. Regards,

shannon.mejiaSkilled Expert

asked in Getting Started

What is a "Response"?

Hi.Adding to Keefe response , you may find these links helpful:https://support.freshservice.com/en/support/solutions/articles/50000000649-what-is-the-difference-between-response-due-and-overdue-https://support.freshservice.com/en/support/solutions/articles/156455-understanding-due-by-times-and-sla-policieshttps://support.freshservice.com/en/support/solutions/articles/156457-defining-your-default-sla-policyhttps://support.freshservice.com/en/support/solutions/articles/234443-replying-to-ticketshttps://support.freshservice.com/en/support/solutions/articles/154906-replying-to-tickets Regards,

maloktSkilled Expert

asked in Portal/Knowledge Base

URLs in KB Articles Spill outside Article Tiles

Hi.It seems this is a design issue / bug. You should report it to support (submit a support case to support@freshservice.com) in order they could fix it in a next release. Regards,

shannon.mejiaSkilled Expert

asked in Getting Started

Adding Decription to List view

Hi.Exactly as Keefe suggested. That may be also too much data to display, Regards,

LeonardContributor

asked in Ticket & Workflow Management

Parent-Child - Getting service item fields from parent SR into child SRs

Hi.As you are currently adding the information in a Note in the Parent ticket, you may try considering the app Parent-Child Synchronization . It might help you with your use case.Regards,

Mo.WaelSkilled Expert

asked in Ticket & Workflow Management

Make email reply reflect inside ticket as a reply

Hi.Glad we helped. Please help others by marking your inquiry as answered with the response that helped.Regards,

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