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Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy

Hello, We are using the Freshdesk Support desk for quite some time and today we noticed that we aren’t receiving the New Ticket created email notification.It was working until today, I checked the settings, it is turned on and agents are added.We’re getting the Requester replyed to ticket notification and can reply to tickets normal.Is there something we can check, how do we correct this? Thank You!

Hi,I just can’t find how to change the status of a project in Freshservice. I can’t find how to delete them either. I could only find how to change the status of a task, but not the entire project. The project’s status doesn’t change to completed or something to that effect when all sub-tasks are closed. Surely there must be a way to do this?

Hi, I’ve been thinking if it is possible to setup like this:When user’s AD is already disabled it will sync to FreshService and it will also disabled the FreshService account. (btw im using Okta for SSO)

Hi Everyone,Since we are using Google as our mail server, I enabled only the Google login for all the users so that no unauthorize user can accesshowever, I have now 1 external agent that is using Microsoft mail, I already created his agent account but not sure how she will be logging in to the system  

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working? 

Eddie is a service desk agent who keeps missing out on his Resolution SLA. Eddie's Manager advised him to watch out for tickets that is due for SLA on a daily basis. How can Eddie have these SLA critical numbers flash over him everyday? Chatbot can be Enabled from? Can i associate an incident ticket to release ticket?

Hello Community :) Everytime when I want to request a Ticket on my Freshdesk Page, I get Redirected to a page.That page says “We are sorry. You have been restricted from accessing this helpdesk page.”I dont know why its not working, can anyone help me? Cheers 

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!

I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM.  In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.

None of my crew can log into Freshservice. Getting message “You are not allowed to access this page!”Tied in with Microsoft SSO. 

Hello!  I am attempting to run an automation and it is not working the way I need it to!! Here is what I’m trying to do  And all things work – EXCEPT the ticket doesn’t close – it stays in open status.I need the tag “BATCH COMPLETE” tag to be added, then the ticket closed. This automation triggers off of a public note that is added by an agent from a batch emailing – we are trying to automatically close these tickets once the batch emailing has been completed. Can you assist??

Hi, first time here asking :)Is it possible to set an expiration date for knowledge base articles?I want to make sure that articles are kept up to date, and some articles must be updated more often than others. Preferably, I’d get an email notification about upcoming expiring articles, so that I don’t have to actively look for them in my list.Thanks!

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/  

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....  

We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use? 

Can I use client.interface.trigger ("setOptions" in Freshservice interface api custom app?I could not find it in the documentation. But this is available with Freshdesk interface apiThanks.   

Hi,I'm wondering if there is anyone who has experience with creating a webhook on Versa Director to create tickets on Freshservice ITSM..please see the attachment to view my configuration that did not work.Many thanks in advance.** Versa Director provides the essential management, monitoring and orchestration capabilities needed to deliver Versa’s Secure SD-WAN architecture network and security software servicesKamal

When on the email settings page I would like to add my company email address to the mail server.When I click Mail Server and USE your existing support email. I select MS Office 365 for both  in and out.I get a successful message that I have connected to the microsoft account. When I SAVE the settings I get this error:“Error while authenticating the smtp server. Please verify server name, port and credentials”I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you,Jonathan  

Hello Team,May I know if possible to disable / hide the “ All service Items”  option in the catalog? my requestors are really overwhelmed with all the service items. I want them to see them per category. Maybe if there is option not to select/ direct to  “all service items” once user visited the service catalog.     

I was searching to find the best way to manage feature requests and bumped into this thread: https://support.freshdesk.com/support/discussions/topics/50000003204 - this looks like the FD forum software we have. I started milling around and found this site.  A lot more sophisticated functionality.  Badges for end users for example, very visible upvoting (below example) 

I am having an issue getting my distributors to create tickets through the Portal.  I am looking for a way to reject the email attempt, and send back an automatic response via email, to make/force them to create the ticket through the Portal. 

Hello all, I have today several automatic action to allocate tickets to specific agents.Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».