Using Freshservice

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected. Can anyone help?(Note: moved from inadvertent posting on Freshdesk)

I’ve been digging through documentation and cannot find the answer. We’ve only ever used manual approvals in the past, but with recent changes, we now need to create ‘Approval Groups’, even when it’s only one approver. Problem is, all Agents have the ability to make Approval Groups and, like Tags and others, there doesn’t seem to be a place all these Groups are stored. I don’t know how many are out there, who created them, how they’re being used, etc. Are these Global fields? Can everyone see everyone’s Approval Groups? etc. I want to enable agents to request approval, but I don’t want to add to the massive technical debt hiding in the background.

Hello, Suddenly the New Requestor option is unavailable. When going to Admin then requestors the New Requestor button will show briefly then disappear. This happens in FireFox, Chrome, and Edge. It is only happening on one device. Any suggestions on what might be causing this?

We have conference rooms and Teams enabled meeting rooms that we would like to track the AV devices in the location and potentially bundle it with the room. Has anyone loaded AV assets into Freshservice? If so could you share Make and model information and how you set it up? Any issues you ran into? 

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely been able to add agents to contact groups. A use-case came up internally this past week with regards to new user onboarding - as our onboarding team were unable to add users to a specified a contact group. The users are agents, but (and I have also checked this) we are no longer able to add. Has anyone else experienced this?

Ok another long term scenario I still cannot resolve and curious if anyone else has this issue and foudn a solution. Lets assume we have an azure AD tenant with 6000 actual user accounts and 3000 shared mailboxes.  We can use azure provisioning to auto create requesters in Freshservice, based off of a group membership which we could specify requires the Azure account to have an employee ID for example, so we have 6000 requesters in Freshservice. If we assume users create tickets via the portal and via email how do we stop people sending emails from one of the shared mailboxes thus creating non-user requesters? You have to assume that the email domain of the shared mailboxes will be the same as the users, so we can’t filter the emails on the email domain There is no way we can specifically exclude 3000 email addresses from the mail flow rule All emails show as internal so we can’t use that as a filter optionDoes a

I’ve looked at this topic multiple times but never got a viable solution so posting this here to see if anyone has any ideas. Lets assume you have 1 mailbox where internal users email issues to.  You are using Exchange 365, and have a mail flow rule that has conditions and action:Recipient is the “ITIssues” mailbox Sender is Internal Redirect to “FreshserviceAddress” (let’s assume for now we don’t need to keep the emails in the mailbox, in which case you would add it as a cc address then create a mail rule to auto file the messages)Now using this, if a client emails ITIssues the email will go to the inbox so it could be dealt with outside of Freshservice. This is great until….User A emails ITIssues and cc’s a client. Ticket is raised Agent 1 replies which emails User A and the client by default Client replies and the email goes to the inbox.Ok, so we can work ar

I am trying to force a selection for Source. Users leave the default selected, and all the tickets source is phone.  I want to use a business rule to force a selection.  In the ticket form I need to make a custom field “Select” the default, but it seems that phone as default cannot be changed.

I’ve seen this discussed a little bit in the past, but I’m still not seeing any obvious way to do this.We want to turn off the first response SLA, but leave the resolution SLA in place.An example scenario is that a ticket is raised, and we send out an email to the requester automatically via the “Email Notifications” section in the Admin area of Fresh. So the user is already being made aware that a ticket has been raised, and that we will be working on it. Our first responses tend to be pointless, as they just result in a manual response that pretty much is the same of what they’ve already received when the ticket was first opened.So, we want to switch off the first response SLA, and keep the resolution SLA in place. Is there a way to achieve this, even if it’s a bit convoluted to do? We could just set the first response to 12 months, and leave the resolution SLA’s as X amount of hours?

I need to add a question for a service item where it will list multiple items and the requester will select an item and then determine the quantity.  It is an HR service item in a business workspace to track assets issues to them (like computers, uniforms, keys, etc).  HR wants the employee to select which items were assigned to them and then the quantity of each.   Any ideas on how to do this?

Hi everyone,I run customer support for MountainOffroad.com, where we sell Jeep and off-road vehicle parts. Many of our tickets are product-specific, like compatibility questions (e.g., “Will this skid plate fit a 2020 Toyota Tacoma?”) or order-related issues.I’d love to hear how other eCommerce or parts-based businesses are using Freshdesk to: Tag or categorize tickets by product Use canned responses or dynamic content Route tickets based on product type or department Link tickets with product listings or inventory We’re aiming to speed up our response time and reduce back-and-forth for our technical team. If you’ve handled something similar — whether for auto parts or another niche eCommerce setup — please share your workflow or automation tricks!T

Hey there, Not been using the product long so it may be a learning thing for me!I’m trying to add underlying data to a report for Priority tickets to send to my seniors: I currently have this but I need to see:Issue Description (Or title)Raised By (Reporter)Date LoggedOwnerLast Update date & timeAny assistance would be hugely appreciated!Thanks,​​​​​​​Sam

Hi everyone! 👋 I’m new here and excited to learn more about how users like you get the most out of Freshworks products — especially around community engagement, troubleshooting, and creative ways you use the platform. community.freshworks.comCan you share: Your top tips for getting started in the Freshworks Community? Any advice on the best ways to ask questions so they get fast, helpful responses? Examples of the most useful kinds of questions or topics you’ve seen here? Also, for a bit of fun — here’s a link to a popular game that I thought some of you might enjoy in your spare time: https://summertimesagasdl.com/

 Hi Freshworks community,I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.A few questions I’d love input on: How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve? Do you maintain legacy pause reasons for historical accuracy? Any tips on handling SLA repairs without impacting older tickets? We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily , so getting SLA logic right from the start is critical.Would

 Hi Freshworks community,I’m exploring how teams that run field service or repair based operations are using Freshservice to manage SLAs and ticket lifecycles effectively.In repair environments (like appliance or equipment repair), tickets often go on hold multiple times due to parts availability, customer scheduling, or vendor dependencies. This makes SLA pause conditions and accurate resolution reporting really important.A few questions I’d love input on: How do you design SLA pause conditions so they stay reliable even as on-hold reasons evolve? Do you maintain legacy pause reasons for historical accuracy? Any tips on handling SLA repairs without impacting older tickets? We’re evaluating this setup for a repair workflow similar to what many appliance service providers deal with daily (for example, tracking response and resolution timelines for applianc

Hi everyone!I’m getting started with Freshworks products and am looking for some best practices when it comes to sharing external resources or links with my team and customers.I’m posting this topic here:🔗 https://community.freshworks.com/topic/newA few questions I have: What are your recommended methods for sharing helpful links or external content within Freshworks (e.g., in tickets, knowledge base, messages)? Are there settings or tips to ensure that shared links are safe and trusted by users? How do you handle external resources when building support articles or workflows? For example, I sometimes reference external game resources like this:🔗

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshservice APIs now support OAuth flow. The article directed me to your documentation at https://api.freshservice.com/#intro. However, only api key authentication is mentioned.Can someone share the steps I need to take to implement my integration using OAuth authentication flow?

I am looking forWhen we raise a hardware request such as a laptop and enter all the required details, the request goes for approval. Once it is approved, I would like to generate a PO report in PDF format. Is it possible to set this up in the Freshservice helpdesk ticketing tool?

Looks like the training videos I was able to look up on YouTube are quite old.  Are there newer ones I’m not seeing?

How can I configure Freshservice so that an Incident uses the SLA assigned to a Service selected as the Impacted Service?I do not see “Impacted Service” available as a trigger condition when creating SLA or OLA policies under Admin → SLA and OLA Policies.In our previous ITSM tool, SLAs were tied directly to Services. When an Incident was created, selecting a Service in the “Affected Service” field automatically applied the related SLA to that Incident.Is there a way to achieve similar behavior in Freshservice?Any guidance would be appreciated.

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?

Hi everyone,I’m trying to export detailed ticket data from Freshservice, including the full activity history (status changes, assignments, internal actions) into an external database for reporting purposes.The built-in analytics and exports seem limited, and API pulls for large time ranges are slow to run on a regular basis. I’m wondering if there’s a recommended approach or supported method to sync this data efficiently, either through the API, webhooks, or a third-party integration.If anyone has implemented something similar or can share best practices, I’d appreciate the guidance. Thanks.