Using Freshservice

HelloWe are implementing Freshservice and are uncertain on how to best utilize the tags function to support our servicecenter. We deliver software in the energy sector both on premise and as hosted/SaaS. We have dedicated custom fields to store Software application information on incidents so that part should be well cowered.Anyone care to share their usage and experiences? Br.Lorentz

In our Freshdesk account, we have multiple pages of tickets. When a customer replies to an existing ticket, it stays in its original position (e.g., on the 3rd or 4th page). This makes it difficult to keep track of new responses. I would like tickets with new replies to automatically move to the top of the list.Is there a setting or automation rule that can achieve this? How do other teams handle this issue?

Does anyone know how to reliably leverage Asset Type fields in Workflows?Here is that asset type information for a Laptop asset:I was expecting the “last_login_by” field to be just that but for each individual asset the field label changes to contain some sort of asset ID as a suffix!To my mind, this makes it pretty hard to insert a schema in to a workflow for it to be able to reliably read the, for example, “last_login_by” field every time.Has anyone else hit this hurdle and found a reliable way to read these fields natively in Freshservice Workflows?Note: Nevermind.  I’ve raised this in error.  Having checked, that suffix never appears to change for that specific Asset Type

I would like to add the a specific CAB Approval to a change template. Can someone please tell me if it is possible and maybe how?

Hi,We have some very complex service items, and a superuser have requsted for an option to clone some of these service items that are complex but perhaps almost identical. I have not been able to find such a function? Is there a way to clone a Service item? The same superuser have also asked for a way to sort the many service items in a category so that it follow the normal workflow for ie. handling a customer (Onboard customer top left, and offboard customer bottom right). Is there a way to arrange service items on the portal?

Hello,We have an email address which our IT Workspace frequently forwards from tickets to and liais with the delegates of that email mailbox. Today that team was setup with a separate Workspace utilising this email address.Is there a way that we can still forward from our IT Workspace to this email address so that the team in the other Workspace can respond or would we be forced to use the Move functionality?It is causing quite the headache at the moment.Thanks!

I want to assign an approval within Freshservice Workflow Automator to an agent group. I see that I can send an approval email to individuals and managers, but not agent groups. I looked up an article that says it’s possible. It even includes screenshots up to the point before assigning an approval to a group.What am I missing?

I want to use workflow automator to get the fields from a not yet created ticket and then use those fields in other workflows.Example process in worklfow below: Service Request raised condition to check if it is a certain service request. GET fields from ticket Parse response body to use to create a change requestIf i use the get request on a ticket currently in the queue, it spits out all the fields perfectly If i put in a place holder to catch the next ticket in the queue that matches the condition and event, i get a 404 error.

Hello we use the deal pipe line and need to be able to update the deal value later in the process. Currently we have 4 stages: New, Contacted, Quoted and Won / Lost.  Deal value has to be inserted when the deal is created but we don’t know what the value will be until a quote is done and it may change when the job is secured. During the quoted phase we have an estimated value and during the won stage we have an actual value.  we have tried updating Deal value from estimated and actual via a web hook and workflow but neither work.   How do I make this work or is there a new feature that could be developed? thank you

How does everyone have their DNS Records setup for FreshService custom portal url’s? Do you have a CAA Record on the sub domain or the parent domain to allow LetsEncrypt & Google to create certs? Or just the CNAME Record? Long Story:We have had FreshService for a while now. We currently ran into an issue where our cert, that Freshworks manages, did not renew for the custom url/domain. This caused FreshService to automatically convert our instance off our custom domain and onto a new freshservice domain. I will let you imagine what that means from an integration and auth perspective.Support can’t seem to figure out how to get us back onto the custom domain. The portal throws errors, which they are blaming it on CAA Record values. RTC Standards state the CAA should be pulled from the CNAME, which would be from the FreshService sub domain that was created for us. Your not supposed to have CAA Records and a CNAME on the same domain.  I notic

We are in MSP mode with 3 internal companies.Company 1Company 2Company 3 We created a workflow to automatically assign the ticket based on the company, but it’s not assigning correctly.Step 1  What should step 2 be? I have it asRequester Fields.Company Name includes any Company 1If yes, then assign to restricted group Company 1 AgentIf no, then it goes to the second option.Requester Fields.Company Name includes any Company 2If yes, then assign to restricted group Company 2 AgentIf no, then it goes to the last option. Testing this, it will not always assign to the correct restricted group. If we change from Company 1 to Company 2, it will change the company to Company 2 but stays Company 1 Agent. We d

How do I create a report that shows the version of Windows? I want to create a report that shows the version of Windows 10 as we are upgrading users to Windows 11

Can I embed the search bar in my own site? I'd like to enable my clients to search both solutions and forums.Thanks!

Hello,To give a little background,I am looking to use the Onboarding module to make it easier for our agents to set up any incoming employees to the company. The issue we are currently having is whenever the information submitted gets sent to HR and the approver, we don’t see that information come through the ticket. And even if we wanted to forward the request over, nothing is being shown so the approver doesn’t know what exactly they are approving for.  Thanks in advance. 

hello i want to Integrating a Zebra printer with Freshdesk (or Freshservice) and i want configuring the printer to handle label printing for tickets or assets how can i do this if i anyone knows?

I’m ok and Alright.

Hello!I need help figuring out how to put in a code or something to remove the Agent’s last name from the customer portal ticket view. We’ve removed names from the emails whenever an Agent replies, however they can still see agent names when they log into our support portal and look at the tickets. And I have no way to hide it via the Agent User fields.  We are about to implement the V2 low-code portal, however I can’t manage to figure out how to change the coding in the customization field to hide the agent last name. Anyone have any ideas? I see coding for the V1 portal, just nothing for V2.Thanks!

How can I add to a form the ability to be approved by a group of users, for context, I need to create a form so a user can request a software to be installed or assigned to the device is being used but the request has to be approved by someone between a group of people, I know how to create the form but no how to add that approval request or select who will be the approver.

How can I create a report listing all open tickets or different to closed or resolved categorized by group that shouldn’t have a date range but be all tickets that meets criteria of open

Hi everyone,I’ve been using FreshService for over 2 years now and I always thought this functionality is out of the box and all of my agents can see the details of our requestors when hovering the mouse over their requestors’ names, under the subject of the ticket:Apparently none of my agents can gather the user information like me, and the name of the requestor for them is written in black not in blue, and it’s also not linked to the user’s profile in FreshService.Does anyone know what role they need, or how I can open this functionality for all of my agents? I am an administrator in FreshService, so I am used to having more access than them, but I don’t see why this feature would be restricted for them and how to give them access to this box without promoting them all as administrators :)Your support is appreciated

Hi, Does anybody know if there is a way to remove English as a language from the Freddy suggestion window when replying to a requester?  Today we only use Swedish in Freshservice as language but English is the default language in the Freddy suggestion area.    

Hey guys, I want to automate the part where tickets get automatically deleted if it has an answer from our support. So we currently are still working trough gmail instead of freshdesk. Because we dont want all emails as seen, we forward all our emails from our info to a different email and use that for freshdesk. When we react trough our info mail and we then get a reply back from the client i want to delete the ticket automatically. First i thought we can do this by using a email contains … but it doesnt work since there multiple mails and i think it only scans the first email of the client. How can i make sure that the mails that get forwarded get deleted once our team replied to them and got a response again back from the client (Once we get response back it gets forwarded again).

Hello,i have been trying to to update multiple assets via API.The call im trying to make should update a type_field of all assets that are associated to an exisiting ticket, but i cant get it to work correctly. If I use a parser and want to parse the display IDs of all retrieved assets, it obviously runs into failure, because the URL contains the display ID of all assets im trying to update simultanouesly.Does anybody have a good solution for this? I’m super new to API so I don’t have any idea how to bypass the problem with multiple display IDs.Thanks in advance! 

Hello Community!I am trying to create a report to see how much time was spent (sum of tracked time) on tickets that have specific tags.The issue that I am facing is that every time I choose a metrics linked to timesheet, I cannot filter by tags.Any idea how I could achieve this ?Thanks in advance !Tonio.

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