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Using Freshservice

Using Freshservice

2107 Posts
Kanupriya
Apprentice
KanupriyaApprentice
posted in Automations
Bulk Update for Changes Module

There should be an option to allow bulk update for changes requests. This can help in running workflows through a dummy field update.

70
Kanupriya
Apprentice
raja.pavankumar
Community Manager
raja.pavankumarCommunity Manager
published in AI & Bots
Allow your Agent Users to filter tickets that are expiring Today.Blog

Benefits: Enhanced Filtering: Empower agents with predefined filters in the Service Bot (aka Freddy AI Agent) to view tickets due today or within any custom timeframe. Real-Time Dashboards: Create quick list views and dashboards for better ticket visibility. Improved Escalations: Enable users to escalate concerns directly via tickets, improving continuity and responsiveness. Optimized Agent Licensing: Make the most of occasional agent licenses by automating key tasks. The Service Bot is a turnkey, self-service virtual agent available in Freshservice, integrated with MS Teams and Slack:   MS Teams: View on AppSource Slack: View in Marketplace Use Case Example:Use Scheduled Automations in Freshservice Workflow Automations to identify and act on tickets due today (or other intervals) using expression builders. These automations can run daily, ensuring proactive ticket management.Scheduled Automation Setup: Trigger: Daily at 8 AM Condition: Hours Since Ticket Overdue = 1 day away

260
raja.pavankumar
Community Manager
Vanderdecken
Skilled Expert
VanderdeckenSkilled Expert
asked in Automations
Alarm workflow automation page only showing a spinning wheel

I know alarm workflows are working because my customer has it working just fine.But when I try to do an Alarm workflow on my instance all I get is a spinning wheel and I am unable to create alarm workflows.-Race V. 

191
VaibhavS
Contributor
JoceLeco
Top Contributor
JoceLecoTop Contributor
asked in Analytics
Aged tickets report

Hi everyone!Our company has been using Freshservice since February, and I’ve recently started exploring the Analytics section.I’m trying to create a report that shows the oldest tickets which are not in Resolved or Closed status. Please keep in mind that I’m very new to Analytics 🙂.I’ve looked through the available online resources but haven’t found anything that directly addresses this, step by step.Thanks,Mike

574
N
Skilled Expert
O
Apprentice
OKHiEdApprentice
asked in Analytics
Issue with Analytics|Service Desk Review download

In Analytics, Service Desk Review curated report, I have set a time period, chosen 3 groups (hit Apply), and run the report. I see the results on the screen. When I go to export or download the report, the results I receive are the “defaulted” 30-day view instead of the results with the filters that display on my screen. No matter what group I choose, I get the "exact same, wrong" results in the downloaded version. Am I doing something wrong or is there a flaw in the report?

403
Amrit Mishra
Community Manager
Jenil
Apprentice
JenilApprentice
asked in IT Operations Management
⚠️ Compatibility Issue: angular-Freshdesk Not Compatible with Angular 19

Dear Team,We are facing a critical blocker while upgrading our project from Angular 18 to Angular 19, directly impacting our release timeline. 🔍 Issue SummaryDuring the upgrade, Angular 19 automatically installs zone.js@0.15.1, while the angular-freshdesk package declares a strict peer dependency on zone.js@~0.14.4.This mismatch is breaking the build with peer dependency conflicts, and as a result, we're unable to proceed with our Angular 19 migration.This is a high-priority issue affecting active development and deployment. 📎 Attached: Please find the attached logs/screenshots for your reference, which clearly outline the error and dependency chain involved.📩 Please let us know if any additional logs or technical details are needed from our side. We request your urgent attention and resolution on this matter.

191
adityalamghare
Contributor
G
Skilled Expert
GeraldSkilled Expert
asked in Ticket & Workflow Management
Sharing ticket with HR workspace?

Hello,If someone creates a ticket in the IT workspace and tries to CC the email which usually creates a ticket in the HR workspace, e.g. hrdepartment@company.com, it won’t find that email or let them. If I try to add that email as a requester, FS will say it can’t because hrdepartment@company.com is the main ticket creating email in the HR workspace. This has never been a problem because if you a requester uses their email to send to the IT email and CC’s the HR email address, both tickets are created correctly. But now that we are moving to portal only, this will be a big issue. Is there really no way to simply CC and get it to create a ticket in both workspaces without using the email client??

388
N
Skilled Expert
B
Apprentice
Bob JonesApprentice
asked in Ticket & Workflow Management
Ticket "Request For" not showing actual ticket submitter.

Some tickets we have show that the person the incident was requested for also submitted the ticket which we know was not the case, nothing about the actual user that submitted the ticket on behalf of the user is shown anywhere that we can find. This happens for multiple users. Is there a way to find who actually submitted the ticket or prevent this from happening?

263
N
Skilled Expert
Vanderdecken
Skilled Expert
VanderdeckenSkilled Expert
asked in Assets
Software custom field not showing in software item edit

Hi,I added a custom field to Asset type software, but it is not showing when I edit the software item under Inventory/Software.Help help? I enabled all asset permissions and assigned the role, but still nothing.Please?

467
Vanderdecken
Skilled Expert
H
Contributor
HaiiloChristianContributor
asked in AI & Bots
Freddy AI - Will it get better?

The paid for add-on for Freddy AI for the agent has been broken for over 2 weeks now - insights have disappeared, all prompt suggestions are gone and nothing works - ‘this feature is temporarily unavailable’. The Freddy AI chatbot in Slack is also extremely unreliable - despite having a decent amount of articles, requests and more it regularly has problems replying to threads, offering suggestions and on more than one occasion the bot stops responding entirely - leaving the user stranded mid-support ticket. I screenshared with a support agent who admitted it is a bad experience. Will this paid for experience actually get better, or is this the peak of Freddy AI?   

934
Kamakshi V
Community Manager
amaevers10
Apprentice
amaevers10Apprentice
asked in Automations
Parse info from a ticket for workflow?

Good morning all!We are working on an offboarding module/workflow and need a little help.Does anyone know if it’s possible to parse data from a ticket in order to use it as a value in a workflow?For instance, in the below example our departure notices are always formatted the same. Primarily we are looking on figuring out how to extract the “employee email address field” and then use that later on in the workflow for Azure/AD tasks. I found a great resource earlier, but unfortunately couldn’t replicate that on my end too well (liquid filter to extract information from an email body into fields | Freshworks Community). Has anyone had experience or luck with this? Please perform necessary actions in regard of the following employee departure.Employee email address: Person.mcperson@ccompany.com Termination date: 08/19/2022 Last day working: 08/19/2022 Job title: Administrative Assistant Department: Accounting Work location: 123b Immediate Departure: No Forward email t

6928
archergreen
Community Debut
jamessaeed
Apprentice
jamessaeedApprentice
asked in Analytics
How I Successfully Moved My Deep Cleaning Website from WordPress to Wix – My Experience

Hello everyone, I'm a small business owner running a website for my Deep Cleaning Experts service. Initially, my site was built on WordPress, but honestly, I found it quite difficult to manage—especially when it came to updates, plugins, and layout adjustments. I reached out to a few people for help, but no one really gave me proper guidance. I was honestly getting frustrated. Then, during my late-night search sessions (which felt more intense than researching sure leverage 😅), I finally came across two incredibly helpful websites: ✅ Webnots ✅ Website Builder Expert These two resources had step-by-step guides that walked me through the entire process of moving from WordPress to Wix. They even covered important topics like SEO, redirects, and mobile optimization. Now, my website is fully live on Wix, and I couldn't be happier. It's way easier to manage, and to my surprise, it's even started ranking better in Google. Switching to Wix gave my business the kind of clarity and control yo

90
jamessaeed
Apprentice
beitel
Apprentice
beitelApprentice
posted in Getting Started
Bar Mitzvah Tefillin – Kosher, Custom, and Affordable from Israel 🇮🇱

Looking for Tefillin for a Bar Mitzvah that’s elegant, kosher, and crafted with care? At 1800 Beit El, we offer handcrafted tefillin sets with full kosher certification, including options made from coarse or fine animal hide. Choose from Ashkenazi, Sephardi, or Yemenite styles — with full customization, fast delivery, and affordable prices direct from the sofer.🎁 Sets available with tallit, kippah, and custom embroidery.🕍 Ideal for families in Israel or abroad looking for trusted, high-quality Judaica.Start your son’s Bar Mitzvah journey with tefillin that combine tradition, beauty, and halachic integrity.👉 Order now: 1800beitel.co.il

50
beitel
Apprentice
anjanicourier
Apprentice
anjanicourierApprentice
asked in Getting Started
No More Waiting in the Dark — Track Smarter with Anjani

Whether you’re a small online shop shipping daily or a customer sending a Rakhi to a sibling miles away, knowing where your parcel is matters. That’s the problem Anjani courier tracking solves with elegance and efficiency.This isn’t just another parcel update tool—it’s a real-time, step-by-step window into the journey of your shipment. As soon as you enter your tracking number, the system pulls up every detail: when the parcel was booked, which centers it passed through, its current location, and who received it upon delivery. Shree anjani courier tracking takes the mystery out of shipping.For eCommerce sellers, this means fewer customer support calls and better buyer trust. For families and professionals, it means no more late-night anxiety wondering if your documents or packages are delayed. The interface is refreshingly simple and doesn’t require logins or downloads. It just works.And with anjani tracking, it works across the board—from metro cities to tier-2 and tier-3 towns. The s

150
anjanicourier
Apprentice
N
Contributor
neil.mercerContributor
asked in Ticket & Workflow Management
Automating tasks across multiple workspaces

Hi,We have multiple workspaces in our Freshservice implementation, and now are looking to automate some functionality that affects multiple workspaces.  The idea is a ticket is received in certain workspace (e.g. HR), but the ticket requires other teams in other workspaces to perform actions.  It seems natural to use Tasks for this, but if we create a Task in another workspace (e.g. IT) so it can be assigned to a team and resolved, that team doesn’t have visibility of the Ticket in the HR workspace, and hence can’t see the details of the task assigned to them.We’ve tried sharing the ticket with the team responsible for the task, but that only lets them see the general ticket details, and not tasks.Unless there’s a way to make this work, the only other option we can see is to create tickets in the other workspaces instead of tasks, however this feels really clunky.Is there a way to make tasks work well across multiple workspaces?  Or another idea to solve this need?Thanks,Neil.

453
N
Contributor
muhammadrizwanali
Apprentice
muhammadrizwanaliApprentice
asked in Assets
What’s your process for retiring IT assets in Freshservice? Any IT scrap best practices?

Hi Freshservice users I’m curious to learn how different teams handle retiring IT assets in Freshservice or other asset management workflows.Once a laptop, server, or router reaches end-of-life or goes off-contract:Do you archive the asset?Mark it as disposed?Or do you have a specific workflow for decommissioning?Also, what do you do physically with te retired equipment?We're involved in secure and eco-friendly IT scrap disposal, and I'm exploring how businesses align digital asset retirement (in Freshservice) with actual e-waste handling. Here’s an example of what we do: IT Scrap Solutions ♻️Would love to hear your steps — especially any automation tips you’ve set up in Freshservice for asset retirement.

510
muhammadrizwanali
Apprentice
Hoveys
Contributor
HoveysContributor
asked in Automations
Is it possible to relate tickets using the API in Freshservice?

I’m trying to find a way to create a new ticket and have it get added as a child ticket to an existing ticket.  I know i can GET the parent\child data from the API, but cannot figure out how to add it using a PUT or POST command.  Is there a way to do this?

775
F
Community Debut
rohan
Apprentice
rohanApprentice
posted in Apps and Marketplace Integrations
Build a custom Azure DevOps Task for Azure Pipelines

Hi Team,Our organization has recentley onboarded with your product freshservice.Related to AzureDevOps connectivity to FreshserviceHave a requirement :-Refer ServiceNow custom task in Azure Market Place, Name:- Verfiy ServiceNowWe need a custom task simialr to what ServiceNow has built for release classic pipelines which acts as a verification gate for the production environments.It checks the required approvals and the state of the ticket on service now and allows or disallows the pipeline to continue. This may help us, and I think this is being used widley across organizations for their CI/CD. 

50
rohan
Apprentice
L
Contributor
lsommerContributor
asked in Ticket & Workflow Management
"For forwarded emails, use original sender as requester" Feels too broad

As the title says, this is a great feature, but making it all or nothing for all agents, and inaccessible for anybody who is not an agent, feels very restrictive. As of right now, our IT agents are the only ones who forward emails in where we want this behavior. All business agents in other workspaces don’t want this behavior. We also have an instance with a shared mailbox. 90% of what goes to it we would love to forward in as tickets, but we cannot justify using an agent license on a shared mailbox to have it forward in tickets. Is there anyway to recreate this functionality in a workflow so it only applies to emails forwarded in from a set list of addresses? 

281
Daniel Söderlund
Skilled Expert
B
Skilled Expert
bruce.imberSkilled Expert
asked in Employee Workflows
Onboarding automation

I am checking for existing AD accounts in our On-Prem AD.  This is being done via the App Action, Microsoft Active Directory – Orch using the Get User Details with Email.  Email addresses are unique as no two are the same.  We use first.last@domain.com for most of the accounts.  The problem is that not everyone uses their first name, it may be a preferred first name or the last name has been shortened.The best way to find an AD account would be to search for the employee number.  These are unique as there are only used once.  If someone leaves, their number is never reused.  If they come back, they will get their old employee number back.I can add the EmployeeID to the properties field (this is not a required field) to check for the employee number.  The results appear in the App Action Response as customAttributes {"EmployeeID":"000000"}.In the Condition after the App Action, for a new hire, I am checking for the customAttributes is empty.  This would tell me that there is no AD accou

371
Daniel Söderlund
Skilled Expert
uniquelynatural
Apprentice
uniquelynaturalApprentice
asked in Getting Started
How to Grow Your Organic Hair Care Brand Without Paying for Ads

A smart, cost-effective way to promote your brand—especially in niches like organic hair care—is by creating valuable, informative content that others want to share. Instead of spending on ads, offer tips on natural ingredients or eco-friendly routines. Beauty blogs and wellness sites will often publish this content for free, helping you reach new audiences and build credibility without extra cost.

70
uniquelynatural
Apprentice
naturesquest
Apprentice
naturesquestApprentice
asked in Employee Workflows
Dishwashing Liquid Hacks Every Home Needs

Dishwashing liquid isn’t just for dishes—it’s a versatile cleaner that can tackle stains, unclog drains, shine jewelry, and even wash fruits. A few drops go a long way in keeping your home clean and fresh.

150
naturesquest
Apprentice
StefanoFrau
Apprentice
StefanoFrauApprentice
asked in Analytics
Leaderboard and Achievements widgets no longer available — feature removed or admin setting?

Hi everyone,We’ve noticed that the Leaderboard and Achievements widgets have disappeared from our Freshservice agent dashboards. The widgets now display the message:“Leaderboard feature is no longer available, please remove the widget.”“Achievements feature is no longer available, please remove the widget.”We’re trying to understand whether this change was introduced by Freshservice directly (e.g. feature deprecated), or if it could have been disabled by our account administrator via settings or permissions.We still see references to the Arcade functionality here:https://support.freshservice.com/support/solutions/articles/183566-improving-it-performance-using-freshservice-arcadeHas anyone experienced the same? Any official confirmation from the Freshservice team?Thanks in advance!Stefano

1538
M
Community Debut
A
Contributor
ArcLeesContributor
asked in Ticket & Workflow Management
Add a note if a particular email is used in a reply

Hi, I am looking to try and set up a workflow where a private note is added when a reply is sent with a particular email in the CC field - the workflow (or whichever means can be used) should not look at the ticket To or CC field and instead the latest reply. Use case: As we are using FreshService across multiple departments within our company (IT, HR, Finance etc.) there is a need for teams to communicate with each other - we have built out a system in Azure logic apps to allow for this but I am concerned an agent may send a reply to say HR@contoso.com but it will never get there as they use the FreshService system. I want it to add a note advising they should instead email some other address we have set up.

70
A
Contributor
C
Apprentice
cameronmApprentice
asked in Assets
Creating a group of loanable assets

Hello Everyone! We have been Freshservice customers for a number of years now.At the moment, using Freshservice, our users have no real way of booking things like a group of items like ipads, laptops etc, if they need it for an event. I have already created a form that allows for booking for one item, but not for a group of items.They don’t need to be able to set a particular asset, but they need to be able to book a group of ipads At the moment we use a system called “sobs”, but it doesn’t synchronise well as the only thing it does is send an email Any help would be appreciated! Thank you! Michelle

573
zachary.king
Skilled Expert

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