Using Freshservice

Freshservice - Our service catalog has a bundled item that creates a ticket for another department in a separate Workspace.  How can I remove the link between the 2 tickets so that they are independent of each other, but that the end-user doesn’t have to submit 2 separate requests?

Hi All,A bit new to Freshservice right now. But can you advise if we can edit a service item after its created and gone for approval. We are unable to edit a service request field if a requester enters some wrong info.   

How to create  new Button on ticket form and when ciick on button send data to servicenow integration

Go to Admin Settings Navigate to the Admin section and select “Automations” or “Workflow Automator”, depending on your product. Choose When to Trigger Pick a trigger point — like ticket creation, lead update, or status change. Set Conditions Add rules or conditions (e.g., "If ticket priority is High and status is Open"). Define Actions Choose what happens next — like sending an email, assigning an agent, or updating a field. Test and Save Always test your workflow with sample data before making it live.

How can I create a form in Freshservice, I saw it’s pretty easy to do in Freshdesk but I can’t seem to find it in Freshservice. I want to create a form for customers so they can create a ticket and we have all the information going into the ticket properties.  Please let me know how I can create this.

I want to hide service catalogs from requesters. How do i hide them so when you go to order you cant see them in the portal. 

Currently we use a separate spreadsheet that we use to keep track on how much of a product we have. We will receive our PO in Freshservice and then manually head over there. I was trying to see if there was something I was missing within Freshservice that would allow us to do this? I noticed there is a Add to inventory button on top of the PO but it seems to always be greyed out.

Hi,I have been trying to get Azure DevOps integration working via the Azure DevOps Connector app and using your DevOps recipes.On the Azure DevOps side everything appears to be working so far, I can see successful queries pulling back data and mapping fields when testing. However, whenever I try to add the “Create change in Freshservice” action I see an error at the top of the editor - “Something went wrongundefined method `map' for nil:NilClass at line: 7730”I see this on a new action, even with just the most basic mandatory fields provided and no datapills included.If I try and test run the recipe I then see it fail on that action with the following -“500 Internal Server Error: {"message":"We're sorry, but something went wrong."} at line: 6005 called from: 6004”, but very little other information to go on.Would you be able to assist at all please?Thanks.Adam.

Hello,If we have problem customers that we want to flag up when they contact us, or have their tickets automatically assigned to a certain person, is there an easy way to facilitate this? Thanks, Craig   

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Hi everyone,We setup lot of service iitems, but when requesters create a request we see:Service item, their name follow by (Me).How we can remove the (Me) thing from the ticket name without having to use the API or anything else? Do not occured every time.Its kinda weird to see that in tickets..Ex:Inside our workflow we change the requester, but we need to set the requester and the requested_for_id to be the same value. Is it the reason? If yes, how I can empty the “requested for” field value using api?Thank you so much for your time

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 of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.I don’t want to use

I’m specifically looking for a recording of this event.  Freshservice automation for Cybersecurity Incidents, Tue, 22 Apr. 2025 at 20:30, Asia/Kolkata | Freshworks CommunityBut in many cases, I can’t find the recordings of events I wasn’t able to attend.

I want to have the change type automatically assigned based on lead time. For instance if lead time is 5 or more business days than change type would be set to Normal. 

Hi, I’m using a bundled service item to create child tickets for a specific request. The child service items need to be available to everyon so that they can request them from the bundled service item. But I don’t want the requester to be able to submit the child service items individually. What I’ve done to accomplish this is hidden the child service items using a portal customization. Even though the child service items aren’t visible, they do still get added to the search results list causing other service items to be placed in the back of the results and causes some issues with search. My question is, has anyone been able to prevent search from indexing a specific service item?

We are looking to make vendor contact info visible to end agents who can access the contracts.  At present the only path we see is to give the agent access to the admin level “configure asset management” but that is too much access.  Can I make the vendor contact visible, or is there a way to give agent a read only to the vendor list? 

I'm looking to enhance our team's efficiency by integrating Freshworks with other tools we use. Could anyone share best practices or resources on setting up these integrations?​

For reply there is a template (Workspace → Email Notifications → SYSTEM Agent Reply Template) to set subject and body, how to do this for forward?

Hi Freshworks community! 👋We recently helped a client optimize their Freshdesk setup and saw response times drop by 40% while improving customer satisfaction scores. Here are some key takeaways from our experience:🔹 Automation Wins: Built custom workflows to auto-route tickets by urgency/type Implemented canned responses for common inquiries Set up SLA policies with escalations 🔹 Pro Tip: The "Observer" role was a game-changer for training new agents without risking live ticket mishaps.Our team at Expert Consultants specializes in helping businesses maximize their Freshworks investment. We'd be happy to answer any questions about our approach!Question for the group: What's been your biggest Freshdesk implementation challenge?

We need our agents to view the SLA level/requirements for any company he supports. However, to allow that visibility it requires we grant the agent “play god with super admin controls” which we do not want to do as that allows many actions we wish to limit. Is there another way to allow this visibility? 

Hi,Various Asset types can have different components.e.g. Servers show “Processor”, “Memory”, “Logical Drive”, ..   or Printer show “Input units” or “output units”.for Switches the only component is “Interface”.how can i define and fill a new component for a switch. i want to add different modules such as “Power Supply” or “SFP”and is there an API Call to access and modify such?thanks, Günther

Hello,We have been a Freshservice customer for a couple of years and the product works for us. We do not make many changes any longer so we just keep using the product. Our renewal is coming up and I requested a quote for a reduced number of agents which I got. We had some contract language in our original contract that a member of my team has been attempting to get changed for a couple of weeks. No one will respond to her or I. I have emailed my supposed new customer rep, my old customer rep and renewals@freshworks.com. I have even called and left a voicemail. Not one response in over 2 weeks. Any suggestions on how to get this resolved?

I need help to decide what role to choose for End user or Employee 

Hey Guys, The company that I work for installs large UPS battery systems for other companies. We offer a preventative maintenance program to each of our new clients one year after the battery installation has been completed. I'm struggling with how to automate the sending of our PM sales emails due to the timing. My first thought was to create a sales sequence that wouldn't send for 365 days but I see that that's not possible. Am I able to create this with a workflow?