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Hi,

We have multiple workspaces in our Freshservice implementation, and now are looking to automate some functionality that affects multiple workspaces.  The idea is a ticket is received in certain workspace (e.g. HR), but the ticket requires other teams in other workspaces to perform actions.  It seems natural to use Tasks for this, but if we create a Task in another workspace (e.g. IT) so it can be assigned to a team and resolved, that team doesn’t have visibility of the Ticket in the HR workspace, and hence can’t see the details of the task assigned to them.

We’ve tried sharing the ticket with the team responsible for the task, but that only lets them see the general ticket details, and not tasks.

Unless there’s a way to make this work, the only other option we can see is to create tickets in the other workspaces instead of tasks, however this feels really clunky.

Is there a way to make tasks work well across multiple workspaces?  Or another idea to solve this need?

Thanks,

Neil.

Is to add all information needed in the task. 

Else create child ticket or use bundled items across workspaces that can contain more information. 

You can now use an action node to update the description of child tickets. Or use API to update child/parent ticket. 

Hi Neil,

 

You're right that cross-workspace task management in Freshservice can be tricky. Unfortunately, tasks don’t natively carry full visibility across workspaces. A common workaround is to trigger a ticket creation in the other workspace using automation or workflow apps like Orchestration or Webhooks. While it feels clunky, this ensures teams get full visibility and can track their work independently. You might also explore using Freshservice’s APIs to sync details or build a custom integration for smoother collaboration.

 

Regards

Thanks guys,

We had thought about creating tickets in the other workspaces via automation, but were hoping for an easier answer.  Looks like this is it though.

Cheers,

Neil

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