Using Freshservice

Hi all, I am attempting to run an automation on a service request item that will calculate 3 different fields based on the responses to other fields in the service request and then provide a response. These fields are hidden to the requester and are filled out by our team upon receiving the request. They contain a combination of numbers and words that explain the values. I then need the 3 fields to calculate the following expressions: Field 1 + Field 2 = Field 3 → populate field 3 in service request formField 4 x Field 3 X Field 5 = Field 6 → Populate field 6 in the service request form I then need to use the value from field 6 to provide a ranking based on the value range. <35 = Low36-95 = Medium96-199 = High>200 = Critical How can I create a workflow that carries out all of these actions at the same time, once the values have been updated by a team member working on the service request

Hi,I have a department that want to see newest conversations in the tickets at the top and not bottom as default. I have looked at the app “Ticket Conversation Customizations” that seems to be able to change this (View latest interaction on the top), but it’s global and cannot be set for just one workspace it seems.Do you know any way that will get them what they want? 

Select the Menu button in the top-right corner of the browser window or press Alt + F on your keyboard. Select Settings. Click Appearance on the left-hand side then click Customise fonts on the right.Fonts Sonic

Can anyone tell me a reason that an approver would not have the Approve/Reject buttons when they go into the Freshservice item?  It was sent to multiple people with the majority setting. They, however, did not have the buttons even before the majority rule was met. There must be a setting I am missing.  

Is it possible to export (or create a report) with assets and their relationships on Freshservice?

 need your support with the issue below, Is there any workaround for this? The nodes of an agent or requester should be automatically deleted when they are deactivated from the system. This is because, even after the agent or requester is removed from the system, they still exist in the approval cycle. Additionally, an alert should notify the admin users that the approver has been deactivated, so we need to remove them from the node and approval cycle

We have smaller forms in our Service Catalog that are used to create sections to larger bundled forms. These smaller forms all sit in a Service Category titled, “Do Not Use”. But people don’t pay attention and necessary information is then left out of their request. For the smaller forms we don’t want people to see, except if the employee is accessing item in the bundled forms. Is there anyway to change the view in the Service Catalog to hide the forms we don’t want people to see, unless they are seeing that item in the bundled form?

Hi, I'm seeking direction. I'm looking to add a custom field for assets titled "Recommended Replacement Date." My overall goal is to fully automate this process. This custom field would analyze the warranty information for assets and provide a date based on specific parameters. For example, if the asset is a Dell laptop, the recommended replacement date would be three years before the warranty expiration date. If the asset is a desktop, it would be one year before the warranty expiration date, and for an iPad, it would be two years before. The dates aren't hard-set I want to be able to change it if needed in future. the finale end goal would be to be able to generate a report that shows recommended replacement date, warranty info, and device location.

What happened to the Email button on the collaboration widget in Freshservice?I used to be able to create emails with banners to collaborate outside of the ticket with others, and now I don’t see it in the collaboration widget. Or am I missing something as it has been a few months since I last used it.See, there is now longer an email button 

Can someone tell me if i can add a number of service catalog items at once and if so, is there a template to do so? 

I am new to fresh work and want to add custom JS/Html, where in i want to call thirds party javascript libraries inside my freshservice support portalis there any way to do so, since i am unable to find a relevant doc and on adding custom script it throws error that scripting is not allowed

I would like to be able to restrict tickets from being closed before the due date, specifically with Offboarding tickets. I am capturing the employee’s end of tenure and using that to set the due date for the Offboarding ticket that gets generated. When the ticket is closed it will begin an automation to remove the user’s account from our environment, and I want to make sure this cannot happen before the employee actually leaves. Thanks!

I’ve been using Freshworks (free plan) for a few years to monitor various servers I manage for myself and for a few community organizations.Beginning on the morning of October 4, I started receiving frequent, recurring alerts about multiple services. The only ones affected are running on ports 443 (HTTPS) and 993 (IMAPS). It appeared that those specific ports were suddenly bouncing up and down on multiple different servers, which is odd. Using other tools, I’ve been unable to find any evidence that those services are actually failing at all.I’ve paused the affected monitors to silence the alerts with the hope that some transient issue would be resolved. But now, 8 days later, the problem persists.Has anyone else observed this behavior? Any ideas what might be causing it?

How do I build an expression for a workflow automation in Freshservice that if a ticket.count is equal or greater than 5 it creates a problem

Solved

Hi, I wan my custom feild to be lite the dscription box is automatecly I want “beskrivning av ärende” to have the funktion like “Description”. And not be in the right corner like the pic below  

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.    

Hi,We have created an optional custom field on our service desk ticket form to record who was at fault (if anyone) for a particular ticket to monitor the levels of errors made by staff to help with training.We already have the Requester field which automatically populates the Dept field based on the Requester’s set Dept.I have now created a second field which is using the Dept data which I want to automatically populate if the user at fault field is filled in, based on their dept and not that of the Requester field as this can often be a different person.Is this possible?Thanks,Stephen.

To reduce administration time, it would be very useful if we could automate assigning an asset to a location via a ticket.  We would need to be able to use a workflow or other automated function to assign the asset into a specific room location in Fresh.Fresh have suggested creating a requester for each location, but having multiple sites with infrastructure equipment in it, it’s not practical.Does anyone have any solution to this?

Hello everyone,I work for a clothing brand called Warren Lotas, and I'm looking to learn more about Freshworks tools that could help us improve our customer service and streamline processes for e-commerce. Are there any specific Freshworks products or features that others in fashion or retail have found useful for customer support and engagement? Thanks for any insights!

Is it possible to have the entirety of a forwarded email be a private note?  We know how to put the ticket number in brackets [#INC-XXX] to have a forwarded email be associated with a ticket but in some cases we’d like the requester to not receive the information enclosed in the email such as purchasing information or background research.  We understand we can use the email commands to make the body of the email listed as private but would like to have the requester not receive any notification about the email being added to the ticket.  Is this possible? 

The ask here is we have a multi dropdown containing a list of applications. The owners of the applications are polulated in a custom object. Once the catalog item is submited. For each application selected in the dropdown. It should send an approval to the application owner which can be oulled from custom object. Using "Workflow automator".

Hi - I am getting random tickets that are not sorted accurately when I Sort by: Last Modified DateI can’t find a pattern to why certain tickets are treated this way.Does anyone else get this behaviour and is there a fix or known cause?Thanks 

With the advance of workspaces and the way in which FreshService has changed inside our business to include functions ranging from IT to HR to Business Support we have seen the amount of requesters sky rocket. This has meant that when requesting items through our service catalog colleagues searching for persons to cc or request items for are able to see both our business email addresses and potentially other companies email addresses and can then accidentally CC them in etc. Is there a way to limit the requesters that colleagues can see when requesting items? I can see there is a ‘Requested For’ section but the only way to limit this is either Department or Location - neither of which are very helpful in this situation. Is there a way to limit this just so that requesters can only see requesters with a certain email domain or that are contained in a certain requester group for example?

Hi,I'm trying to find a way to clear a field using the Workflow Automator, but I can't find it.Here's the situation: I've created a custom date field that automatically fills in the current date when a reminder is sent for a ticket that has the status Pending User. What I would like to do is clear that field using a Workflow Automator if the status of the ticket is changed “Pending user” to any other status.By the looks of it this is not possible. Does anyone of have a similar setup and how do you work around it? Or is my only hope a feature request (idea) and pray to the gods my request will be fulfilled?Cheers,SnuffleRoe