Using Freshservice

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[category]=Sicherheitsvorfall%20melden!--scriptorendfragment-->!--scriptorstartfragment-->When I open this link the category field isn’t preselected.What I’m doing wrong?

Can someone tell me if i can add a number of service catalog items at once and if so, is there a template to do so? 

Ready to stop chasing tickets and start leading your team? As you explore Freshservice, we want to make sure you’re not missing out on the secret sauce: Freddy AI.Freddy isn't just a chatbot; it’s a suite of intelligent tools designed to take the "manual" out of your manual tasks. Whether you’re in IT, HR, Finance, or Legal, Freddy is here to help you scale.Meet the trio: Agent, Copilot, and InsightsFreddy AI Copilot: The ultimate sidekick for agentsImagine an assistant that writes your notes, summarizes long threads, and suggests solutions before you even ask.Ticket summarizer: Skip the scroll. Get a concise summary of long conversations instantly. Reply sugge

If your service desk is juggling HR requests, IT tickets, and Finance approvals all in one cluttered space, it’s time to declutter and efficiently manage your workflow.One of the most powerful features in Freshservice is the ability to create Workspaces, that are dedicated, secure environments tailored for every team in your organization.Why workspaces are a game-changerThink of a workspace as a private command center for your team. You get to keep the unified platform you want, while giving each department its own.Custom workflow

Make a shift from reactive troubleshooting to proactive IT excellence.The secret lies in these powerful modules: Change Management and Project Management. These aren't just features; they are your organization’s "safety net" and "blueprint" combined.The art of the smooth transitionEvery update carries a risk of downtime. Freshservice change management provides a structured lifecycle to ensure your infrastructure upgrades and emergency fixes land softly.Total visibility: Use the change form to track everything from development operations pipelines and rollout plans to impacted assets. Smart approvals: Set up a Change Advisory Board (CAB) to gather expert feedback and maintain a clear audit trail.

Why rely on manual spreadsheets or best guesses to manage your IT landscape? You’ve likely seen the basics during your trial—but the real magic happens when you move from reactive to proactive. Turn your Freshservice account into a high-performance service desk engine.Build a source of truth for managing assetsNot every asset can be discovered by a probe. Whether it’s that specialized lab equipment or a bulk order of peripherals, manual entry ensures nothing falls through the cracks.Use baselines: Create a gold standard configuration for your servers. If a new asset deviates from that baseline, Freshservice flags it immediately. It’s like having an automated auditor working round-the-clock.Know the worth

I have a question regarding the Freshservice portal for end users.  We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.Things are working well, but a few inquiries have have come about stating too many clicks and added time searching for items in three different fields to submit a ticket. Has Fresh thought about a generic ‘Search Field’ where a keyword is typed in and selected (pulling from the Category properties) that auto-populates the Category/Sub-Category/Item fields when a user finds what they are looking for? 

When a new hire starts, the scramble to coordinate IT, HR, and Facilities begins. It’s a lot of moving parts, but you can put that entire experience on autopilot.With Journeys in Freshservice, you aren’t just managing tasks—you’re crafting seamless experiences. Whether it’s a flawless employee onboarding or a complex departmental transition, you can now build a structured roadmap that keeps everyone in sync.Why you’ll love JourneysMulti-departmental magic: Connect HR, IT, and Finance in one unified flow. Role-based clarity: Assign specific tasks to the Initiator, New Hire, or Manager so no one is left guessing. Total customization: Structure your process into logical phases that trigger automatically.

The Freshservice Solutions module is designed to transform your service desk from a reactive ticket-handler into a proactive self-service hub. By creating organized knowledge base articles, categories, and folders, you can capture expert knowledge and make it available to users 24/7.Whether you prefer to draft articles manually or use Freddy AI to instantly generate content from keywords, the platform ensures your documentation is professional, searchable, and easy to navigate.Managing content is streamlin

If your service desk is managing support requests through a combination of emails, spreadsheets, and manual notes, it’s time to establish proper control. With the Freshservice Tickets module, leverage end-to-end capabilities to optimize your service desk operations.The Tickets module functions as the central command center unifying all assets, conversations, and relevant details into a singular view, thereby ensuring that efficient resolution is achieved consistently.Create tickets with easeWhether you’re logging a service request or documenting a back-end incident, creating a ticket i

We had a need to add a custom field to our contacts called “Mark as Agency Delegate”. The idea behind it is that the contact is not the VIP (or agency Representative), but the representative (or VIP) has delegated control to the contact.Custom Field for ContactsI have a contact group that I want to include all VIPs and those who are marked as Agency Delegates. However, there is no way to select a custom field to add delegates to the list. I only have the built-in options. I must have access to my custom field in order to ensure that no Reps or Delegates are missed. 

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that triggered when someone on our equipment team check’s that box and generates a ticket into the Tech support ticket queue we have.  I currently have it set to send an email to our domain, and to me. I get the email, our domain doesnt which makes me think that exchange might be blocking it somewhere. That said, I don’t want to drag our networking team into this if I don’t have to, and I feel like Fresh sending a ticket from Fresh to Fresh should be an easy ask. So...what am I missing here? 

Hi all - I’m just starting out with FS. I am curious - we use M365 for our email. What are the pros/cons to using the built in email with Fresh Service vs configuring it to use our M365 environment?  Thanks 

Hi, so this is a two part question. First question, we have a few senior associates as requesters and not agents, will we be able to share analytics reports with them? I searched for them under “share reports”, but couldn’t find their profiles. There is an option called share to “everyone”, I’m not sure if that will share the report with all agents and requesters, that might become a mess!! Second question, is there any metric that shows the entire time a ticket has taken, like from creation time to resolution time in business hours? TIA!!

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

How can I show contacts that have expired for an asset on the asset’s contracts list? When viewing an asset record and clicking the Contracts list button, all it shows is There are no active contracts available.However, I know there is a contract for this asset because I can go Contracts > Select Contract > Assets Covered > Select Asset. but going to the Contracts link from there still shows nothing. How can I make expired contracts visible on this page? Thanks. 

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc.  The next step has User B fill out a form that will then be emailed to them. Is there a way to prefill some of the form with information provided by User A. I know you can prefill but is there a way to reference previous steps like {{UserAStep1.first_name}} ?

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.I tried to edit the type from the administration console, but it won't let me activate the request option. I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.  

We want to separate a department and are moving them to another workspace, but I'm running into issues and I'm hoping you can help me with advice.We have defined projects as assets. These projects can run years, and we are using the “used by" field as the approval user for a lot of forms. When creating a separate workspace for our other department, they will get their own assets, and the project list is “empty” for them. I do not want to manage the projects in multiple workspaces but I'm running into issues building forms which are reading the assets.The forms in the new workspace can't read the assets from another workspace, and i do not have the option to create the form in the workspace with assets and then move it automatically to the correct workspace with the workflow Automator (we want to prevent moving them manually).  Any ideas/advice to overcome this issue? 

I have created dashboards that provide insights into everything my agents need to know at a glance. One single pane of glass through which they can gain insights into everything on their plate, and their teammates...except for tasks. Unless I am missing it, I do not see a way to create a widget on the dashboard that indicates the number of unassigned tasks in my teams’ queues. This is the only critical piece of information missing from their dashboard. Is there a way to create this widget that I am unaware of? Are we doomed to needing to click over to the tasks module and looking at a saved search instead of it being conveniently located on the dashboard? Please help!

Hello,In the service catalog, we have a field where we can have the list of users from the same company. Is it also possible to have the same list / same search fields but not limited to one company, but which pools all companies / or a few ? Where one can search for any user from any company.