Skip to main content
  • EN

Using Freshservice

Using Freshservice

2107 Posts
DocuAlerts
Apprentice
DocuAlertsApprentice
posted in Apps and Marketplace Integrations
Effortless Document Management with Expiry Alerts

Real-time alerts for expiring documents, licenses & insurance.Automated & secure — for HR, Admin & PRO departments.✅ Stay compliant. Stay on time.🔗 Try it free → docualerts.com 

90
DocuAlerts
Apprentice
ckthiesen
Apprentice
ckthiesenApprentice
asked in Ticket & Workflow Management
Hiding Service Items With the Ability to Add Into Parent Service Item

We have created an event scheduling service item that involves multiple stakeholders. This service item includes child service items within the request. We need to hide 3 of those service items from all service items list but keep available within the service request. I found this in another similar post which allows us to hide the category these three items are in, but the items are still visible in all items list./* Catalog: Hide LAST category in list */#categories-list > li:last-child{visibility: hidden;}My question is, is there a similar entry we can put into the style sheet, that would hide those specific service items as well in addition to the category?Thanks much and Cheers!-Chris 

1413
Karel_Vlček
Skilled Expert
L
Contributor
LizMContributor
asked in Ticket & Workflow Management
How do I get onboarding and offboarding request IDs in workflows?

We are currently using the Employee Onboarding module and are testing adding the Employee Offboarding module. However, one roadblock we have hit is how to make a web request that lists the onboarding or offboarding request details so that we can trigger off the specific fields. An example use case is if the request is for an immediate offboarding, it would automate additional actions as opposed to standard offboarding. Reading the API documentation specific to this (here for onboarding, here for offboarding), I know it is possible to use: /api/v2/offboarding_requests/id and /api/v2/onboarding_requests/idBut my question is… how the heck do you get that ID in workflows?? That ID for onboarding and offboarding requests does not correspond to the ticket ID (so I can’t use {{ticket.id}}) and the ID doesn’t appear in a web request with /api/v2/tickets/{{ticket.id}} in the resulting JSON even if I try that route. The sections for Onboarding Request and Offboarding Request (example below) have

2424
M
Contributor
R
Apprentice
Robert ZibellApprentice
asked in Getting Started
How Do You Handle Product-Specific Support in Freshdesk for an Automotive Parts Store?

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!Thanks a lot — looking forward to learning from your experience.

130
R
Apprentice
T
Apprentice
tnguyenApprentice
asked in Automations
Ticket automator : Create employee account in Onprem AD

Hello I am trying to automate the creation of user accounts from a ticket based on the ticket informationI have setup the MS AD orchestrator server to connect to my onprem AD and now I am trying to create the workflow.Here is an example of a ticket we received from our HR department (I grayed out some o the info for security puposes): I would like to use the info inside the description to create the samaccountname consisting of <Frist letter of givenname>+<lastanme> (from the example it would be tkeane) in Freshdesk i am stalled on how to construct the payload of the create  user payloadName, given name, surname, Location etcCan someone tell me how to construct the payload by retrieving the description contents ?  

230
T
Apprentice
K
Apprentice
kbatesApprentice
asked in Ticket & Workflow Management
How to Set Ticket Location from a Service Request

New FreshService admin here, so apologies if there’s a straightforward way to do this that I haven’t found yet. We are using a Location field for a ticket (for the user to select the building they are located at) and we have also created a custom Location field on our Service Requests. These are both set to use the Asset Location as the Data Source (so essentially its a drop down with around 10 items).  When a new Service Request is submitted, we would like the selected Service Request Location to be stored into the Ticket Location (as we have made the Ticket Location a required field). I’m trying to setup a Workflow for this for when the Service Request is added.  I don’t see a built in way to reference the custom fields in a Service Request, so it looks like a Web Request has to be used.  Is this correct?Once I have the Service Request’s Location, how do I set the Ticket’s Location?   I tried to setup an Action using the “Set Location As” action, but it seems this wants a specific va

2815
ourcare131
Community Debut
K
Apprentice
kse27Apprentice
asked in Assets
Removing service request from new menu

Hello,Is there any way to hide the “Request a Service” option in the New menu on the Portal site?Thanks.

3147
ourcare131
Community Debut
Jessica Mell
Contributor
Jessica MellContributor
asked in Portal/Knowledge Base
Feedback Options Disappear After "Yes" Response on Solution Articles — Can This Be Reset?

We’re currently using Freshservice for our knowledge base and I’ve noticed something I’d love some insight on.When a user selects "Yes" to indicate that a solution article was helpful, the feedback options (like the "Was this helpful?" prompt) no longer appear at the bottom of that article for that user.Since our knowledge base content is dynamic and frequently updated, we want users to always have the opportunity to provide feedback—especially if their experience with the article changes over time.My question is:👉 Does Freshservice ever reset this behavior so that the feedback prompt reappears for users who previously submitted feedback?👉 Is there a way to configure the system so that feedback options are always visible, regardless of past responses?Any guidance, workarounds, or admin settings I might have missed would be greatly appreciated!Thanks in advance,Jessica

261
Kamakshi V
Community Manager
J
Apprentice
jcdugasApprentice
asked in Automations
Forward Email and Append to Existing Ticket

Curious if anyone has found a way to forward an email to Freshservice and have that email append to a ticket as is. No notifications should go out to those on the forwarded email, just the users tagged when the ticket was first created. Perhaps a Condition Expression?Thanks!

2553
B
Community Debut
J
Skilled Expert
Jack_CSkilled Expert
asked in Automations
API Calls Are Changing My POST Body

Hey Everyone,New to Freshservice and working with the workflow automator. I have a situation where when new requesters send their first ticket request, their new user account get a value for the “Department” field, but not the custom “Company” field I added. So, I have a workflow that checks if a ticket is raised, if the “Company” field is blank, update it to match the “Department” field, and then assign it to an agent group.I can’t query for an individual agent group with the FreshService API but I can query for individual departments, so I added a custom Department field called “assigned_agent_group_id”, and populated it with the correct agent group ID. Then I added a Web Request node to my workflow that queries the department that matches {{ticket.department}} and used a JSON Parser node to get the response body. This is good, the JSON contains the agent group ID I assigned to a department (using the custom field). However, when I add another Web Request node to the workflow to upda

536
eeha0120
Skilled Expert
Finski
Skilled Expert
FinskiSkilled Expert
asked in Analytics
Analitycs - column view error

Has anyone else encountered this issue?I've been experiencing it all day – both in existing reports that I try to edit, and in newly created ones.Whenever I go to Table View and click "Edit Column", the widget crashes with the message:"Something went wrong". I cannot pick any column, it just crashes.1.2.​​​​​​ 3. Adding any additional filter (like time range) doesn’t work, it doesnt work on other accounts in my company also. 

405
juul0s
Skilled Expert
G
Apprentice
GarethCApprentice
asked in Ticket & Workflow Management
Workflow automator & onboarding requests

Hi, Is there a way to use the id of an onboarding request to use as a placeholder in workflow?  Using an endpoint of https://host-fs-sandbox.freshservice.com/api/v2/onboarding_requests/{{ticket.id_numeric}} in the web request returns the ticket id rather than the “id” of the onboarding request. My goal is to retrieve the employees start date from the onboarding request field cf_start_date to update the Due Date of the ticket. Is this possible? Thanks

1721
M
Contributor
L
Apprentice
LM.AZGApprentice
asked in Automations
Keep tasks open when ticket is closed

When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this?Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed.We don’t want to leave the ticket open for months, as no actions are needed in the meantime.I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?

1416
L
Apprentice
I
Apprentice
ItsupportLLPApprentice
asked in Ticket & Workflow Management
Resolved or closed tickets

It appears that the default setting is to notify end users their ticket was resolved or closed. However, this end user is not told what resolution was to their ticket.  Unless I am missing something, why would you not tell the end user what you did to resolve their ticket?  Currently it is impossible to add a resolution note, unless you manually type it out. We process tickets that have a standard resolution, our previous system we are converting from automates all of this, we just need to choose a specific item. It adds the pre-created resolution and resolves the ticket. End users right now, just get an email that says Your ticket - ticket subject -  has been closed.We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email.If this ticket was opened two weeks ago, I would have no idea what it was about. This seems like a failure on a basic feature. 

1173
V
Contributor
V
Contributor
Virginia HagertyContributor
asked in Ticket & Workflow Management
How to set up locations?

We use Freshservice and I am really struggling with locations.  We have 13 different locations and am struggling to get the location from the INC or SR into the ticket properties without having to create separate entries in workflow for each site.  We have tried using a custom field (which we set up for our INC form), and just recently tried using Locations in Assets.  I cant get a custom object to let me set up a drop down locations without having to set it up service item by service item, even though I already listed those out in the custom object.  How do we get the location over to the ticket properties?I have no experience with Web Requests, JSON or Expression Builder but can usually pick up on things quickly when provided clear and simple instructions.  

250
V
Contributor
A
Contributor
Andy65Contributor
asked in Automations
Orchestrator Problem with Powershell Command "Set-ADUser"

Hello everyoneI have problem with the PowerShell command ‘set-Aduser’. I always get the following error:~ + CategoryInfo : ResourceUnavailable: (ext-Wini.stoni:ADAccount) [set-Aduser], ADServerDownE xception + FullyQualifiedErrorId : ActiveDirectoryServer:0,Microsoft.ActiveDirectory.Management.Commands.SetADAccountExpira tion Get-ADUser : Unable to contact the server. This may be because this server does not exist, it is currently down, Can anyone help me please?  Is “set-Aduser” not supported?  Thank you in advanceAndy P.S.Some simple PowerShell commands are working, like  “New-Item -Path 'c:\temp\Test Folder' -ItemType Directory”

1406
C
Community Debut
cabrena
Apprentice
cabrenaApprentice
asked in Assets
Adding Product Field to New Asset Type

The default Hardware asset type contains many fields that do not pertain to us. Since we cannot delete default fields, we are opting to create our own Hardware asset type.We have already fleshed out our Products - is there a way to add the Product field into a non-default asset type? Are non-default asset types restricted to custom fields only?     

451
eeha0120
Skilled Expert
B
Skilled Expert
bhotaSkilled Expert
asked in Employee Workflows
How to make Employee Onboarding fields conditional mandatory in Freshservice

Is there  way to make an onboarding field conditional mandatory. For example, if field 1 has a particular value, then only field 2 is mandatory. This is possible for ticket form fields and service items by using Business Rules but Business Rules are not available for Onboarding form fields.

3684
Daniel Söderlund
Skilled Expert
S
Skilled Expert
sean.groomesSkilled Expert
posted in Employee Workflows
The Onboarding Module has single handedly killing my enthusiasm for Freshervice.

Onboarding tickets can’t be shared via the “share tickets with department” interface.Onboarding tickets form fields can’t be edited. Despite presenting a similar visual interface to Service Catalog Items, which _can_ be edited after submission.Onboarding tickets can be shared with the new Sharing API, but they won’t show up in Employe Journeys.Onboarding tickets submitted by other users do not show up for Business Agent users with Onboarding Supervisor (or general Admin level) permissions in Employee Journeys. Even though Business users licenses are marketed as a way to integrate HR and other business teams who might need insight into the onboarding process. These accounts can’t see all of the available Onboarding tickets in the Employee Journeys section. The tickets do show up in the tickets module, but look like every other ticket, which renders moot the whole point of the separate Employee Journeys section. Onboarding tickets are limited to (3) stakeholders. Any stakeholders added a

85115
Daniel Söderlund
Skilled Expert
T
Apprentice
TheITHelpdeskGuyApprentice
asked in Employee Workflows
Add dynamic sections in Employee Onboarding

Why can’t I use this feature (first screenshot) when at the top of this (second screenshot) I am able to 

2014
M
Skilled Expert
I
Top Contributor
ITservicedeskTop Contributor
asked in Ticket & Workflow Management
Employee Onboarding - Assign Reporting Manager as the requester for Service Request

We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.

11766
M
Community Debut
volcanicdove
Skilled Expert
volcanicdoveSkilled Expert
asked in Automations
Add Related Tickets via API or Automation

Hello, I’m wondering if there’s a way to simply add a parent ticket to an existing ticket via API. I assumed it was as simple as updating a related tickets field, but I’m not seeing any information to confirm that in the Freshservice API documentation. I would prefer to just do this via the Automator but it doesn’t appear to be a feature, so I’m forced to utilize API calls. Yes, I’m aware of the Create Child Ticket option in the API, that’s not the functionality I’m looking for. Thank you

451
volcanicdove
Skilled Expert
B
Contributor
BlueBerryTartContributor
asked in Automations
Trigger workflows based on the use of a Solution article

My team have mentioned they find it weird that the articles, whilst they list analytics, don’t actually mention where articles were used in which tickets. They’re come from multiple other systems in the past where when an article is used there was clear cross linking between the objects. I can see that if you use “insert link” into the note/reply… Well thats a link sure.But there is no concise list or proper link between the objects say like an associations or relationship.Also on the KB side only the analytics update and dont show the tickets linked.Additionally if you paste the content of the KB into the response then no such link is visible. I was brain storming perhaps using a workspace with Problems as a middle man to arrange these links. Such that I’d have a problem per KB used and that KB and all tickets where it was used would be linked to this Problem object.But I am not seeing potential triggers or conditions that would help detect the use of KB’s/Solutions though? Am I missi

413
B
Contributor
G
Apprentice
GraemeWApprentice
asked in AI & Bots
Reply to ticket option on Service Bot - missed by some users

Hi - we have an issue and wondered if others have experienced the same and are there suggested solutions.When an agent replies to a ticket it sends a notification to the Service Bot on Teams The post has a clear “Reply to ticket” button, but some users reply to the chat instead The Bot then tries to reply to the user comment, but it is totally unrelated to the ticket User gets frustrated when the Service Desk keeps asking the same question, because the user is replying (so they think) but the ticket is obviously not being updated as the user did not use “reply to ticket” Obviously this is a user education issue - but I wondered if there are any cool solution ideas. We do not want to switch off the functionality because a tiny percentage of users are confused. 

240
G
Apprentice
briefly
Apprentice
brieflyApprentice
asked in Workspaces
BrieflyShort

BrieflyShort provides concise and engaging content for quick insights. The pricing for its services or products is competitive, catering to various needs. Delivery is prompt and efficient, ensuring timely access. For the latest price and delivery details, visit BrieflyShort.com.  

60
briefly
Apprentice

Badge winners

  • Lightning (Mc)Learner
    Greevekhas earned the badge Lightning (Mc)Learner
  • Lightning (Mc)Learner
    rubyy59has earned the badge Lightning (Mc)Learner
  • Wizard of Creative Thinking (25)
    SW-Scotthas earned the badge Wizard of Creative Thinking (25)
  • Lightning (Mc)Learner
    joly556has earned the badge Lightning (Mc)Learner
  • Wizard of Creative Thinking (50)
    Nav_inhas earned the badge Wizard of Creative Thinking (50)
Show all badges
Terms of Use