Using Freshservice

For incident management- can an incident be fully acknowledged by the group assigned before routing over to another support group?  As an incident manager I want to be able to see initial group/agent acknowledged, document prior to routing to another queue. 

I want to be able to track the Device 42 Technical Application Owner and Business Service Owner for Business services synced with Freshservice. Is it possible to add this to the mappings.xml file? If so I can’t find where to do it.  

We are migrating from a different ITSM tool to Freshservice. In our current tool we associate services to service items for reporting and use them on incidents to help identify the proper support group. In Freshservice, Services are assets so they are available only on the IT Workspace. We will have 6 business workspaces and want to be able to track services on those workspaces. Has anyone added Services to business workspaces? 

Hi everyone! I’m trying to set tickets to always go to the Pkrapp team lead first using workflow automations. I tried X and Y but it didn’t work. Anyone found a solution?

Please add search functionality under outward sync; without it its become very cumbersome to search the desire item when list happens to be quite long. 

Please add search functionality under outward sync; without it its become very cumbersome to search the desire item when list happens to be quite long. 

Am I missing something or is there not a way to add any other filters to a dashboard widget for Tasks. The only one that seems available is “My Tasks”.  

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted.  For testing, we are wanting to trigger creating a ticket for Critical notifications from Tenable. I’ve been scouring the web and Youtube to see if any further explanation of how to configure these aside from setting the Task window to once a week to run the recipe.Any insights or helpful places to look would be appreciated.  

In our use case, agents perform key activities—for example, the IT team creating a user’s email address or the HR team creating an employee ID.  While there is an option to add a stakeholder, the dropdown consistently shows “No options available.” Is this expected behavior, or could this be a bug?

How can I have only agents in a support group create changes for their group and not submit changes for others they are not assigned to?

I work at a fairly small company (about 100 employees) and I’m trying to come up with a better way for us to loan out laptops to our users.  They’ll periodically need if they’re traveling or if we’re troubleshooting their current device.  I’ve already created a service item and added the fields we want.  However, I’m wondering if there’s any way to remove or hide the default “location” field.Since we’re such a small organization, we don’t have multiple locations.  I’d like avoid our users having the fill this in or at least have it auto-populate.  I’ve included some images below of what I’m referring to.  Does anyone have any ideas or know how I can hide this field?  I attempted to use the Business Rules for Forms, but I couldn’t get it to work with the default “Location” field.  I only see the option to hide at

Hey there, Not been using the product long so it may be a learning thing for me!I’m trying to add underlying data to a report for Priority tickets to send to my seniors: I currently have this but I need to see:Issue Description (Or title)Raised By (Reporter)Date LoggedOwnerLast Update date & timeAny assistance would be hugely appreciated!Thanks,​​​​​​​Sam

Hello 😊I am currently using Freshsales and have noticed a limitation regarding the display of activities at the account (company) level.When a meeting (or task/note) is created and associated with a contact, it appears correctly in the contact's activity feed. However, this activity does not appear in the activity details of the account (company) to which the contact is linked.This currently forces me to either:systematically navigate through each contact to get a complete view of the exchanges, or create duplicate activities directly on the account, which is not ideal. Ideally, I would like to be able to:display all meetings, tasks and comments related to an account's contacts directly on the company activities, thus providing a consolidated and chronological view of all interactions with a customer, without having to go through the contact records. Is there a configuration, optio

I have a question regarding the Freshservice portal for end users.  We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.Things are working well, but a few inquiries have have come about stating too many clicks and added time searching for items in three different fields to submit a ticket. Has Fresh thought about a generic ‘Search Field’ where a keyword is typed in and selected (pulling from the Category properties) that auto-populates the Category/Sub-Category/Item fields when a user finds what they are looking for? 

I am currently working on a change template and I would like to add a specific CAB (Change Advisory Board) approval to it. Can anyone guide me on whether this is possible? Additionally, if anyone has experience with customizing change templates, I’d love to hear your suggestions on how to properly integrate the CAB approval into the process. Just like how precise tailoring is crucial for creating the perfect polo shirts for my brand, I want to ensure that the approval process in the template is equally well-structured and efficient. Any advice or examples would be really helpful!

How can I configure Freshservice so that an Incident uses the SLA assigned to a Service selected as the Impacted Service?I do not see “Impacted Service” available as a trigger condition when creating SLA or OLA policies under Admin → SLA and OLA Policies.In our previous ITSM tool, SLAs were tied directly to Services. When an Incident was created, selecting a Service in the “Affected Service” field automatically applied the related SLA to that Incident.Is there a way to achieve similar behavior in Freshservice?Any guidance would be appreciated.

Hi everyone,I’d love to hear your thoughts on managing feature development vs. technical debt in a growing software product. How do you decide when to prioritize new features over refactoring or cleanup? What processes or metrics do you use to track technical debt? Any tips for keeping both the product roadmap and code quality healthy? Looking forward to your insights!

A professional website is essential for small businesses. It builds credibility, attracts customers, and increases sales. Without a strong online presence, you could be losing potential clients.A well-designed website should be mobile-friendly, fast, easy to navigate, and optimized for search engines. These factors improve user experience and help convert visitors into customers.Custom websites for small businesses offer better branding and flexibility compared to templates. While templates are cost-effective, a custom design ensures your business stands out and performs better.Investing in a high-quality website boosts brand trust and engagement. Small businesses with modern websites see higher conversions and better customer retention. Know any great agencies specializing in small business web design? Drop your rec

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’ve been digging through documentation and cannot find the answer. We’ve only ever used manual approvals in the past, but with recent changes, we now need to create ‘Approval Groups’, even when it’s only one approver. Problem is, all Agents have the ability to make Approval Groups and, like Tags and others, there doesn’t seem to be a place all these Groups are stored. I don’t know how many are out there, who created them, how they’re being used, etc. Are these Global fields? Can everyone see everyone’s Approval Groups? etc. I want to enable agents to request approval, but I don’t want to add to the massive technical debt hiding in the background.

Hello, Suddenly the New Requestor option is unavailable. When going to Admin then requestors the New Requestor button will show briefly then disappear. This happens in FireFox, Chrome, and Edge. It is only happening on one device. Any suggestions on what might be causing this?

We have conference rooms and Teams enabled meeting rooms that we would like to track the AV devices in the location and potentially bundle it with the room. Has anyone loaded AV assets into Freshservice? If so could you share Make and model information and how you set it up? Any issues you ran into? 

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely been able to add agents to contact groups. A use-case came up internally this past week with regards to new user onboarding - as our onboarding team were unable to add users to a specified a contact group. The users are agents, but (and I have also checked this) we are no longer able to add. Has anyone else experienced this?

I’ve looked at this topic multiple times but never got a viable solution so posting this here to see if anyone has any ideas. Lets assume you have 1 mailbox where internal users email issues to.  You are using Exchange 365, and have a mail flow rule that has conditions and action:Recipient is the “ITIssues” mailbox Sender is Internal Redirect to “FreshserviceAddress” (let’s assume for now we don’t need to keep the emails in the mailbox, in which case you would add it as a cc address then create a mail rule to auto file the messages)Now using this, if a client emails ITIssues the email will go to the inbox so it could be dealt with outside of Freshservice. This is great until….User A emails ITIssues and cc’s a client. Ticket is raised Agent 1 replies which emails User A and the client by default Client replies and the email goes to the inbox.Ok, so we can work ar

I am trying to force a selection for Source. Users leave the default selected, and all the tickets source is phone.  I want to use a business rule to force a selection.  In the ticket form I need to make a custom field “Select” the default, but it seems that phone as default cannot be changed.