Using Freshservice

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.

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.

I have been asked to create a request that displays to the customer dates and times and location available to pick up their ID. The customer is allowed to pick from the available time,date and location. Any thoughts on scheduling in freshservice?

Hi allI’m trying to add some ‘dynamic’ questions to a Service Item form where the customer is asked whether they want ‘something’ to happen to a mobile phone, a laptop, neither or both.If they select ‘mobile phone’, then a field should show asking for their mobile number.If they select ‘laptop’ then they should be asked for their asset id.If they select both, then both questions should be asked.If the select ‘neither’ then they shouldn’t see the questions asking for either of these bits of information. Is that possible currently please?thanks

Hi,Is there any way of changing the default text when replying to a ticket to use the customers first name rather than their full name? i.e. I want to be able to have ‘Hi Chris’ displayed instead of ‘Hi Chris Gale’I’ve looked in the portal pages setting but can’t see the template in there?ThanksChris.

For an Agent, we have given needed permissions, but still agent not able to see the data in the shared report. It shows “No data”

Hi everyone, 👋I’m working on a project focused on helping users manage their utility bills online, specifically for a platform called LESCO Bill. The site allows users to view and track their electricity bills. While the primary focus is functionality, I want to improve customer engagement and provide an exceptional support experience.I’ve been exploring tools like Freshdesk for ticketing and customer service but am unsure how to best integrate them into a utility-based platform like this. Here's what I’d like to achieve:Efficient Query Management: Many users have questions about billing issues or payment methods. User Notifications: Sending reminders for due dates or updates directly from a CRM system. Feedback Collection: Gathering insights to improve the service.I’d love to hear from anyone who’s integrated Freshdesk (or similar tools) into

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hi community, i want to implement something like SLA that the change form in fresh service will not except last minute change at least 3 days before making major changes like in network or something like thiscould you provide helpthank you!   

How do I adjust the default text of my freshdesk articled.  I”m on the free plan right now.  I would like to change it to 16px. Can I not just change this in the free theme’s CSS page?

Hi all, We are looking to build our framework for the self service portal. Does anyone have any tips/tricks on a successful build out? Even a roadmap would be great.  A few guiding questions below:       How you got the buy in from Agents       How you engaged the customers/requesters and had them start to use it       What type of pushback was experienced       Lessons learned and if you would do something differentlyAny and all feedback and assistance would be greatly appreciated.  Josh