Using Freshservice

In our use case, agents perform key activities—for example, the IT team creating a user’s email address or the HR team creating an employee ID.  While there is an option to add a stakeholder, the dropdown consistently shows “No options available.” Is this expected behavior, or could this be a bug?

Hello Folks !One of the harder parts of onboarding new staff to a platform like Freshservice is the wealth of features available to them. Even after the initial training, new features and updates are being added each month. Keeping your agent base up to speed on these developments can be a challenge, particularly as the monthly release notes are written for an admin audience, rather than the agent base. New features either just work, are only relevant to ‘under the hood’ admin set up, or need to be configured by the admin team before the agent base can use them. That is, if the admin team even want to configure a specific new feature in the first place! These all present barriers to keeping your agent base updated and engaged with the platform. Expecting them to read and understand the release notes simply isn’t viable. The responsibility for delivering these updates sits firmly with the admin team. The real challe

Hi, I am fairly new to using automations and conditional nodes in freshservice. What I am attempting to do is check if any of a multi drop down form entry contains a word. For example “test”. How do I do contains or how do extract each entry in the multidrop down to then do validation on it?  

Hey there,I was wondering how or is it possible to add further information to an auto reply (which group it’s assigned to etc.) to help with email filtering?It would be amazing to add it to the Subject if possible, as we’ve got a fair amount of groups in our servicedesk it would prove useful.Thanks!Sam

When we create a sandbox, all the custom object records are “not” copied to sandbox from production, only the custom object configuration is copied. As per the Fresh documentation the expected behavior is that the custom objects data is not kept in sync, but they are copied during the Sandbox creation process.  is this a bug ?or is documentation not up to date ?

Hi! So, one of our agents is facing an issue where the number of pending approvals is displayed as 5, but when he opens the widget, only 4 tickets are there. Tried filtering by “ticket approvals”, “change approvals” and “all approvals”, still the same mismatch prevails. Is there any reason as to why this is happening? Is it some backend issue? Coz it's been about 2-3 days, but still the same count is getting displayed. Due to this we’ve kept the approval process on hold. Any ideas or solutions are welcome!!!

Looking for the steps for - Enabling service portal integration with DEX tool(Nexthink).

Hi everyone,I’m running into an issue where cases in my Freshservice instance are being auto-closed or marked as resolved sooner than I expect. Sometimes this happens even when the customer hasn’t confirmed that the issue is fully resolved, and it’s causing confusion with follow-ups and reporting.I’ve checked my workflow automations and service level policies, but I’m not entirely sure which settings control the timing of auto-closure. I’m also wondering if there’s a best practice around handling resolutions so that agents or customers have enough time to confirm before a case is closed.Has anyone else experienced this before?

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? 

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.  

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 have multiple workspaces and Service Catalogs in each.  Is there a “link” to only the catalog items for a single Workspace?  If not, how do we reorder Catalog items from multiple workspaces in the customer portal - I only see how to do this inside each workspace.

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination o

Is there  a way to remove the popular items feature in the service catalog?  our users are creating generic service requests because thats one of few options on the popular items list over using a form for their specific request

I’m reviewing a guide on this topic and wanted to compare it with real-world experiences from the community. (Delta Executor v2.706 )

I’m looking for a way to export a .csv file of each time a specific service request was filled out. Specifically I want the exported csv to include custom field information that the user entered when filling out the request.For example a service request to get a specific software license which requires the user to include a justification for their request. I have done this in the past but I either cant figure out how I did it the first time or something changed and its no longer possible. My assumption would be to create a ticket view filter that compiles all instances of the specific service request “Software license” and then use the column filters to include the custom field “Justification”. When I filter out the “software license” I don’t have any way to view or export the custom fields included in that request.  

Hello, in a service item I want to add a tab that, when toilet paper is selected, displays a dropdown menu. In this case, in the inventory (assets) I have all the brands of toilet paper listed, and I want the dropdown menu to appear for the user. How could I do this?

I am using workflow Automator alert module for some automation. part of it supposed to use a GET request to get a list of requesters. I can narrow down the result to always return 1 requester, but the JSON body will always send requesters in an array. I need to use the requester ID in the next node in a POST web request but using placeholders in the body of the request causes the body to be sent empty regardless of the rest. when i enclose it with “” it works correctly but sends the requester ID as a string, and i need it as a integer. I’ve tried using liquid filters like this:{{P1.root.requesters.requesters_object.id[0]}}{{P1.root.requesters.requesters_object[0].id}}{{P1.root.requesters.requesters_object.id | first}}{{P1.root.requesters.requesters_object.id | sort: “,” | first}}when I use the same placeholder to add a note to the alert, it works, but it fails in the body of a web request.  

I have built and sent a survey which had multiple choice multiple answer questions in the survey. now i want to see the result as for instance what percentage has chosen a certain choice. however in the analytics space, I've selected survey name, question type and even the question itself and wanted to group it based on choice but it s showing me nothing. I can use the table to see the results in a table but would like to be able to visualize this data.  

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

Currently our company is using the Contract section under the Assets Module that we are working on cleaning up and conglomerating. Right now we have our contracts listed as Year-Software (ex. 2025 - Google) but this has lead to having multiple entries for each software for each year and they are piling up…I have a few questions but to start, we were thinking of changing the naming scheme of the contract file itself and just upload the document to the Contract in Fresh Service (getting rid of the year in the name).Is there a limit on the amount of attachments that can be added to the contract? We plan on also attaching quotes to the Contract as well for tracking.  Is there a difference between Renew and Extend in the contract screen? How does renew know for how long (or does it prompt you for dates)? I assume using separate Contract entries for each year/contract period is mainly for keeping records of each year but is there any benefit b

Hi everyone, how are you?I'd like to know if I'm the only one having problems with support. I've had ticket #19529945 open since January 14th and haven't received a response yet. My system could go down at any moment due to lack of payment.