Using Freshservice

I am configuring the new Offboarding module and curious how others handle this.  We have people who put in a notice obviously 2 weeks in advance, but sometimes in the nature of our business, it could be months in advance.  HR submits the ticket currently (I have a service item for Offboarding and not in the onboarding module) and a WFA that sets the due date as the offboarding date.  This does make some of the tasks/tickets go late because we do not disable their access until the day they leave.  With the Offboarding module, I want to do it differently.  How are people handling the due date for offboarding?  We want to disable AD access as soon as they leave, but the other tickets should have a later due date.  Do you have a WFA set to make the due date for the AD ticket the separation date?  And what about the other tickets?  If  you use a WFA to set the due date, do you use an API to get the separation date to set the due date?

I am currently working on a change template and I would like to add a specific CAB (Change Advisory Board) approval to it. Can anyone guide me on whether this is possible? Additionally, if anyone has experience with customizing change templates, I’d love to hear your suggestions on how to properly integrate the CAB approval into the process. Just like how precise tailoring is crucial for creating the perfect polo shirts for my brand, I want to ensure that the approval process in the template is equally well-structured and efficient. Any advice or examples would be really helpful!

We’re planning on moving to the new onboarding process, but have a question about assigning assets. Currently we just have a process for onboarding, and when an agent picks up the ticket we can assign an asset to the new user. With the new onboarding process I don’t see a means of doing this. Am I missing something? 

Hello Freshworks Community!!! Hope your week’s been off to a great start! Whether you’re powering through big projects or taking a well-deserved breather, we’re excited to have you here.I’m ​@Sai Swasthika part of the team behind Freshworks University — our customer learning platform built to help you master Freshworks products and drive real-world outcomes. We’ve recently revamped our platform to bring you a more structured, intuitive, and engaging learning experience — complete with new self-paced courses, certifications, and hands-on exercises tailored to real customer use cases that will help you learn, grow, and succeed with Freshworks products.If you are new to the Freshworks University, please Register & Explore here We’re excited to kick off a series of interactive virtual workshops hosted by our Community Subject Matter Experts, specifically tailored for our Learners to enhance their Product Knowledge.You’ll see more such sessions in the future covering product best practi

Hi community, Is it somehow possible to show multiple announcements on the portal page?when I publish more than one announcement, only the latest is shown, but it should be possible to show more than one at the same time. Any ideas how this can be arranged? Thanks in advance!

Hi All, please can you advise on how I can possibly achieve the below?:ObjectiveEnsure Local Asset Admins can: Edit the Edit Properties Panel BUT NOT be able to edit the core information in the EDIT asset mode.  I am aware this is not natively possible, but is there a work around using, business rules, or field visibility options etc…We have global admins, who would be able to edit the core asset information.

Hi,Is it possible to change he size of the fields in a service request in FreshService? For example, we add a paragraph field to the end of some service request forms so users can add any additional notes but the field is tiny and difficult for users to use. For example,  I’d like to be able to resize the notes section as shown here   

Is it possible to have a user editable field in a service request form where the user can paste in an image? They can add attachments but that’s much more hassle for the requester and for the agent to work with. For example, if a user wants to request access to a folder they can enter the path, but it’s very useful for the requester and the agent if the requester can paste in a screenshot of the error message they receive what trying to access what they need. This is just one of countless examples where a screenshot is very helpful. Being able to add a custom field with all the options the description field has would be ideal  

When editing a Team Dashboard, I am given the option to add widgets for tickets based on filtered tickets lists views that I created/saved.  Although I can view the widget data on our Team Dashboard, the rest of my staff (same agent group) cannot view the widget data for any widgets tied to filtered lists that I saved.  They can only see widgets tied to data of Ticket views that are available at a global/workspace level. The error states, “[Ticket View Title] Widget’s data is inaccessible due to the widget’s filter settings”Is it a design feature (bug?) for Freshservice to not allow agents to view custom filtered lists created by other agents?  If that is true, then the Team Dashboard editor should NOT give the the option for creators to add widgets they want their team to see based on a filtered list view they created. Is Freshservice able to fix / enhance this feature?  Either hide custom filtered lists from the “Tickets view” drop-down when adding a widget on Team Dashboard, or enab

I've successfully installed the Azure Active Directory Provisioning (SCIM) in FreshService. Additionally, I've added Freshservice Provisioning in Azure and completed the provisioning process. The new user created in Azure has been seamlessly added to FreshService, which is fantastic.Now, I need some assistance with the next step. I want to add/sync the Azure “company name” attribute to FreshService. Does anyone know how to achieve this? Specifically, I need to know the expression that I should enter into the Edit Attribute List.any help would be greatly appreciated.  

As much as possible, we’re trying to use groups or other methods, but a couple of times, we’ve directly added an agent's name to a workflow (notification, or approvals for example).  The question is, when / if that person leaves the company, how will we know that that will break a workflow? 

Hello everyone, Is there a way to extract the approval/rejection comment on a larger scale instead of just doing it one by one manually through each service request? Please see screenshot for reference  

Hello freshworkers =)We're experiencing a major issue with our healthcare data processing pipeline where API integrations with external services are breaking our sequential workflow automations.The problem is that we currently have 89 automated data processing workflows because we serve multiple healthcare facilities, each requiring their own patient data handling protocols. Some of these workflows include external API calls, for example, sending biometric data to research databases or pushing VR therapy session results to electronic health record systems.When Workflow #15 out of 89 has an API integration to send therapeutic VR session data (from our platform at https://socialdream.fr) to a patient management system, and its conditions are met as True, the API call is initiated. This works perfectly - the data gets transmitted successfully. However, the remaining 74 workflows in the queue never execute, even if they have completely different triggers and might be critical for other pat

we have an ERP team currently setup in our main IT workspace. we’re exploring a new workspace for them however I’ve encountered an issue almost immediately - email configuration.our support model is setup so that all our staff email one email address for support and we don’t want to change that. eg help@ourorg.com is our global support email address.how to I configure the workspace email settings so that ticket replies, notifications etc going out of FreshService in that workspace  use help@ourorg.com ? is there a way to do this without issues for our original workspace?

Assumed I found sth that looks like a bug, where do I report it? 

I am unable to add more attributes ti the drop down menu in SLA policies. I want to add more to the menu to be able to apply more effective conditions. One of these attribute is Contact Reason which is added to the ticket fields but still doesn’t show in the dropdown menu in SLA policies as part of the conditions that I can apply. What should I do to fix this?

(add dynamic section)the regular dropdown field have this feature, I am trying to do the same with a multi dropdown fieldI was able to do this with Ivanti help desk system. 

How can I change the font’s, color and characteristics of the “Satisfaction Survey” in fresh service.  The goal is to make the survey option stand out more to grab the attention of the customer.

 How do i change the widget order for agents when viewing a ticket? in the image provided id like to move attachment viewer higher up but cant for the life of me work out how? Im fairly new to system so still finding my way round 

Hi, I’m trying to figure out what the best way is to deal with a user reporting multiple issues in one ticket, and specifically including issues that are already being tracked with a tracker.E.g. my customer reports there’s issue A, B and C in one ticket. For issue B and C there’s already multiple reporters and a tracker has been made. If I create child tickets for the multi-issue ticket, they create a child-parent relationship and I can’t link any of those with the existing trackers.Instead of using child tickets, should I copy the relevant info from the main ticket into new non-child tickets, and associate those with the tracker? 

We are looking to hire a Freshservice admin to help support with some of the daily workload.  This will be our first hire that handles only admin level work not configurations etc. Does anyone have any freshservice related questions that you found helpful in your interviews.

Hi All,We are creating an IT onboarding form in service catalog and not using the out of the box feature. The requester will provide the First name and last name in the form and a third field called Display name should auto populate the values from the other 2 fields as “First name Last Name”. Can you advise how we can achieve this ? 

Hi Team,We have received ask from agents where they want to be able to sort the ticket list based on agent name. Is there a way to do this. 

We are looking to move to freshservice and I am working on our gap analysis. I would like to route knowledge/solutions to an approval group before they are published/available. I am hoping to do this at the Folder level. Right now it looks like you have to manually add approvals for a folder.

HiI use the mobile app for Freshservices all the time and I often get tickets with screenshots of an error or similar. The images are always stretched out and fitted to my phones screen size, which makes it almost impossible to see what it is. I have tried tapping the image and holding down, but no option to open the image in a 3rd party app appears. Is there any way to do this? Maybe an option to download the file/image so I can open it elsewhere?RegardsChristopher