Using Freshservice

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected. Can anyone help?(Note: moved from inadvertent posting on Freshdesk)

I am working with the new Journey’s and having an issue with attachments, workflow automator, and uploading them to Onedrive. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing an issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended. Has anyone had any luck moving attachments submitted via Journey’s to a Onedrive or similar area through the workflow automator?

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

Hello all, our organization currently utilizes Freshservice and I’m experiencing some issues when it comes to Journeys and the flow of attachments from a Journey into a Ticket.  My current goal is to have the attachment flow from the Journey request, into a OneDrive folder of our choosing.  I have the Journey, Workflow Automator, and OneDrive all set up. The problem I am running into is with attachments submitted through a Freshservice Journey. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing a downstream issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick t

Team As we are currently using Freshservice to create laptop requests, I’d like to understand whether it’s possible to generate PR and PO reports directly from the same portal after approval.Could you please confirm if this feature is available or if any configuration is required?

Hi all, Hopefully an easy answer but I just can’t get it myself.I am new to customising the portal and haven’t got much experience with css/html. I am trying to remove the solutions option from the header menu.From looking around I have been able to remove onboarding, offboarding and the service catalog with the below code: #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{  display:none !important;}#emp-offboarding-list,#main-nav > div.main-nav-items > a.employee_offboarding.ficon-employee-offboarding{  display:none !important;}#catalog-list,#main-nav > div.main-nav-items > a.catalog.ficon-service-catalog{  display:none !important;} However, I can’t seem to figure out what needs to be done for the solutions?I have tried altering the above and changing the necessary fields to be solutions,

Hello,I am looking for a way to merge 2 separate Freshdesk organisations into 1 organisation.We've taken over a company who has also a Freshdesk subscription and now i want to migrate this subscription into out subscription. Is this a manual thing or it there a migrationtool available?Thanks for answering.

Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?

Hi everyone 👋I wanted to share a quick use case of how our educational project uses Freshdesk to streamline communication with students applying for scholarships.At Oasis Scholarship, we receive hundreds of questions from students about eligibility, required documents, and application status.Using Freshdesk, we created simple ticket categories for each type of query — like “Application Help,” “Documents,” and “Deadline Info.”This has helped us: Automate responses to common questions Track unresolved student tickets faster Maintain transparency and consistency across multiple support agents It’s been a huge time-saver for our small education-focused team.Has anyone else used Freshdesk or Freshchat for managing student or educational communications?

I was checking the total amount of closed tickets since we adopted Freshdesk and noticed that some contacts didn't have a company associated. I manually checked the contacts and was able to reduce this amount. However, I still have 158 tickets that no matter what still show the company as empty. Checking the underlying data showed me that some tickets are form customers (so they are actually contacts) while other are ticket opened by ourselves (i.e. agents). I tried to fill the company information for those agents and the issue persists. What I am missing? 

We just had the new Journeys module onboarded to our Helpdesk. I created a Sandbox duplicate of our production environment and began setting up the Journey. When I go to publish it I keep getting an error message saying that I need to assign a Workspace for the Journey. I select the HR Workspace and click Save…. and nothing happens. I click Save over and over and nothing happens. I think, well Onboarding and Offboarding were wonky in the Sandbox to the point I couldn’t use them, let’s try it in production. Same result. Anyone else getting this problem?   

Is there  a way to remove the popular items feature in the service catalog?  our users are creating generic service requests because thats one of few options on the popular items list over using a form for their specific request

As in the title: I need every time a journey request is opened, it is automatically assigned to a single specific group (so that they receive the assignment email).I don't see any specific triggers for journeys in the flows, and I can't find this option in the settings.How can I do this?Thank you.

Hi, I’d like to know if it is possible to create a dynamic section for a custom field which already has a dynamic section added to it in a service item form. I am unable to add nesting dynamic fields and there seems to be no solution article supporting this requirement. Any workaround will also be helpful !!

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I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?

We've been using freshdesk to handle user queries for our gaming platform stumble guys modded version game where users often need quick support related to gameplay issues, update or access problems.I wanted to ask:What are the most effective ways to reduce First Response Time (FRT) in Freshdesk?More specifically: Any automation workflows you recommend? Does integrating Freshchat significantly help? Can we create response time SLAs by issue type (e.g., tech support vs. account help)? Would love to hear what’s worked best for other fast-moving businesses, especially in digital or entertainment industries.Thanks in advance!

Hi, i have an onboarding journey. After someone has canceled one of these, I want to open a ticket for the it support, so that we can delete the user in our Active Directory. Does anyone here have any ideas on how I could implement this?

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Hey everyone. So, I’ve got the WhatsApp Plus integration set up with Freshsales Suite CRM, and I’m able to test campaigns using WhatsApp Plus templates without any issues. However, I’m wondering if there’s a simpler way to send WhatsApp Plus messages directly to a contact without going through all the steps like creating a segment, setting up a journey, and waiting for triggers. Is there a way to just click a button, kind of like sending an email or SMS, to send a message via WhatsApp Plus Activador?Any easy solutions would be really appreciated

Hi All,I've been trying for some time to integrate custom attributes from an Active Directory (AD) user into a custom field in Freshservice.  I'm using two specific attributes from AD, which are successfully displayed in another application—so I believe the issue lies within the Freshservice Enterprise App configuration.Could someone please share a screenshot of a working setup where this integration is functioning correctly?Thanks in advance for your support!Best regards,

Hi, I’m trying to use a dropdown field in a Service Catalog item that references a data source (Locations). My goal is to use this dropdown value in Workflow Automator conditions, specifically to route tickets based on impacted regions.However, when I select the catalog item in Workflow Automator, I can’t find the dropdown field under conditions. I tried using Impacted Locations instead, but the mapping didn’t work as expected.Does Workflow Automator support conditions based on dropdown fields that reference a data source? If not, what’s the recommended approach to achieve this?