Using Freshservice

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 everyone,I am facing an issue while trying to install the "Site Kit by Google" plugin on my WordPress website of aerosolinternational. The installation fails with the following error message:Error Message:"Installation failed: Could not copy file. google-site-kit/third-party/google/apiclient-services/src/GoogleAnalyticsAdmin/GoogleAnalyticsAdminV1AlphaAndroidAppDataStream.php"Here’s what I have tried so far:Checked and confirmed that file and folder permissions are correctly set to 644 for files and 755 for folders. Ensured that there is sufficient disk space available on the server. Attempted a manual installation by uploading the plugin, but the same issue persists. Cleared my browser and WordPress cache. Verified that my PHP version meets the plugin requirements (currently running PHP 7.4).The issue seems to be related to copying this specific file during the installation process. My hosting environment is cPanel-based, and I’m using shared hosting.Has anyone faced this issue bef

We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much. For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself. Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution? What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?Many thanksJen 

To add an Approval URL to API Bespoke Approval Requests, include the URL in the request payload under a designated field, typically named approvalUrl or similar, depending on the API specifications. Ensure the URL is properly formatted and accessible, as it serves as the destination for reviewers to approve or reject requests.Here’s a sample JSON payload:{ "requestId": "12345", "approvalUrl": "https://your-approval-url.com", "requestDetails": { "type": "access", "description": "Approval needed for access request" }}Consult the API documentation for required headers, authentication, and specific field names. Test the integration to ensure the URL correctly redirects reviewers and supports the intended approval workflow.idmcrack

Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

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I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated  

Hello, when a requester requests a service for someone else - and this person (mail address) is not yet a requester (account) - a new requester account gets created automatically. How can I disable this behaviour? Our requesters base on Active Directory. If requests can create requesters by themselves our workflows break (those users don’t exist in our AD for example) etc. and we loose control. That is a very big problem. Does anybody know how this works?Greetings

I have created a new field in the Field Manager  / Ticket fields and named it “Resolved by”. Want to prepare a workflow antomation in case tickets are either closed or resolved, by triggering webhook and updating the custom field “Resolved by” with agnet name/ agent ID who closed/resolved it.Screenshot enabled. Any idea what is not correct in here? Thank you all. 

I must be missing something obvious. How do I reply to a service request with an attachment using the workflow automator?The send email action does not have an add attachment option? Our team replies with a form based on a client request. It would be great that when the requestor selects the form name from the drop down no human has to intervene to send the attachment. 

Hi,i am trying to get a custom filed added to Change ticket properties, that allows entering of formatted text. (e.g. linebreaks, formatting, tables, etc.) similar to what the change description field allows.but all i get is either Single line text, paragrah text (longer, but still no formatting) or content (not to be used for modifications).any idea on how to do this?thanks, Günther

I would like to set up a form where employees can file a leave. Can someone help me understand the best option using Freshservice?

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Searched and can’t find information on this - it seems recently the Freshservice Probe has stopped updating the computer records Name in Inventory. From what I can tell, it updates when the name is empty/null, but not when the name has content and is changed. It used to update, but it seems around the time of the update that added a lot more fields to the inventory screens, it broke. Anyone else experiencing this or is it something in our environment?

As an organisation, we have many new employees joining us. To ensure new starters receive their IT equipment, their manager must submit a new starter request. Currently, we require new employees to sign a physical disclaimer. However, we are trying to transition away from paper disclaimers and are looking to implement a digital version. We’re aiming to find a solution that allows new employees to sign a digital disclaimer, which integrates seamlessly with the existing "new employee" service request. To summarise, Is it possible to have some kind of digital disclaimer form which integrates with service requests that users can sign?Any ideas are welcome!

I’ve been messing with Automations and can’t seem to find the answer. Is there a way to automatically resolve a parent Ticket when all Tasks are completed? Context:We’re using Tasks for Employee Lifecycle functions. The parent ticket is the ‘placeholder’ and I have Automations to generate Tasks to the necessary teams based on what was submitted in the request form for the parent ticket. The ticket doesn’t need interaction, but I’d like to have a Public Note added to the parent ticket and the ticket auto-resolved when all the Tasks are completed. It seems this ability may exist for Changes - i.e. “move to next status in the Change process when Tasks completed” - but not for Tickets?

We added a new agent and he only sees the dashboard, no tickets. Our configuration and troubleshooting we performed so far:Plan is a free one: Sprout Classic. Admin → User Management → Agents: adding his acount Agent is set as “Full Time”, and we have 3 seats total. He’s the third. Just to test we changed another agent to Part Time and now we have 1 seat available. We have 2 deactivated. His account was a requester, but no longer listed as requester, so I assume that’s good? Admin → User Management → Agent Groups: we have two, we added him as a member to both, and none of them are restricted. We had him logout of Freshservice, then log back in. He sees only the dashboard, nothing else. I’ve had him try to manually go to tickets pages using the following links oursite.freshservice.com/a/tickets/view/unresolved  ~and~ oursite.freshservice.com/helpdesk/tickets but both of them redirect him to the dashboard.Any additional thoughts on why a new agent can’t see anything other than the dashbo

I'm struggling with this in freshservice.I need to set up a what i think simple workflow that checks if all child tickets are resolved and puts the parent ticket into assigned so agents get a notification that all child tickets are resolved.But for some stupid reason, fresh service is not giving me any option to do that. Basically the tool can not seem to make a proper check on status that are linked to a parent ticket.Support from the helpdesk give feedback its not possible, but i kind of doubt it.There should be a way to do it with api or whatever i think. Would love to hear some suggestions if you have any as my api skills are not the best.Thanks to all who can advice.

Is it possible to set Change ticket type comments as public by default in FreshService?I’m using the app Toggle Note visibility to Public which works great, but it doesn’t work on change ticket types.We have a large developer team who regularly need to make change requests such as requests to add new DNS entries, add / remove test VMs, migrate IIS App Pools from test to prod, in house app updates and deployments and many others that are not service requests but definitely come under the umbrella  of a change.The dev team have been granted permission to see all change tickets logged by anyone in their department as many of them are involved and follow each others requests. That’s all working fine, but having notes private by default is a pain as everyone needs to remember to set them as public to ensure all the dev team can view them.Anyone here have any magic?

Hi All,I’m walking the very fine line between what I believe to be best practice and what staff want.In our IT workspace we are using the change ticket type for any changes required to IT infrastructure whether that’s hardware or software. For example, we need to update a piece of software on an individual server or across all devices.We have a very large number of developers, none are agents and can only view their own tickets. Some have requested be ability to be able to log change requests, but I’m trying to push back on this. I’d like them to log all their requests as regular tickets and if a change is required we (service desk) then log a change request and associate the ticket initiating the change.How do others handle groups or individuals requesting infrastructure changes through FreshService? Is there anything in ITIL on how best to control this? Thanks!Conor

Hi guys, Do you know if it's possible, disable some specific contacts from opening new tickets? These contacts already have opened tickets in the past, so they must be able to see the previous tickets, so for now just  be prevented from creating new ones. Thanks,Wilson

First noticed this problem in trying to create a simple report to track offboards by department. You can’t currently. For example, you should easily be able to list 10 Sales Offboards, 10 Manufacturing Offboards, etc, but that does not seem to be possible.After an offboard, we want to create a ticket if Sales or Accounting was chosen as the offboarded user’s department.  The problem is, the initiator of the offboard (always HR), becomes the ticket’s department, and “Set department as” doesn’t accept a placeholder. Last I heard from FS support, when I’m even able to explain this issue, is that it’s a bug.Others must need to filter by department - how are you guys doing this? P.S. I got this working for onboarding by adding a service item, but that functionality doesn’t exist for the offboarding module (there is no ability to add items).

We have the need to restrict the Requester/Request For fields to only allow entries for existing users. Does this functionality currently exist in the system?For further context, we have an import in place that pulls in all users that would need access to the system and/or have a ticket created for them. Since we already have the user list populated, we don’t want anyone submitting a ticket using an external email since it messes with our approval workflows.

We are doing some testing in our Sandobx and have run into a little difficulty with this scenario.I would like to create a ticket template URL to add to our Solutions area for customers to click on that takes them to a New Ticket that has the ‘Workspace’ selected for them as well as the Category, Sub-Category, Item selected as well as a default description in the ticket to save them time.The new version of the portal has different field IDs and I am having a difficult time finding a rundown of those new field IDs to add to the script. Has anyone had success in implementing this scenario in the sandbox environment?  If we can proof this out, we will then move it to our production side.