Using Freshservice

MichaelJMSkilled Expert

We have thin client computers in our environment utilizing a Linux-based operating system called iGel. Because these clients are not using Windows, it doesn’t seem like there is a way to install the Freshservice Probe on iGel. iGel has an api we can use to export certain things, but wondering if there is a way to import assets/asset data via API. Has anyone worked through a situation like this and how are you accomplishing this?

641

8 months ago

AnushaCommunity Manager

published in Major Incident Management

POLL: Which enhancement would you like to see first in Freshservice Major Incident Management?🤔

Hey everyone!Thanks for your keen interest in the Major Incident Management module 🙌What we’ve shipped is just the Beta version. There are tons of enhancements lined up.Our current roadmap is listed here. You’ll notice that several enhancements related to Post Incident Reporting and Status Page customizations are coming soon within one or two quarters. But knowing which enhancement you’d like to see first, would help our Product team immensely. So, browse through the list and make your choice. And in case we missed an enhancement request, let us know by commenting on this thread. Ciao!Anusha :)

2649

8 months ago

Prasad.NContributor

asked in Assets

Why it is so complicated to Auto Assign Asset to a user?

Fresh service is failing to Auto assign Asset to users. Current Config:Probe is syncing AD users to Fresh and we have Employee ID is set to SamAccount.What is working:The SCCM laptops using Discovery Agent is working fine i.e. auto assignment is working. (last login by)What is not working:Perhaps, On the INtune or Hybrid Joined laptops are not auto assigned using “last Login by” We haven’t created any workflow as of now, if we can do this using workflow automator, that would be great. Kindly help me on this

5833

8 months ago

mattpayneRJSkilled Expert

asked in Portal/Knowledge Base

Self Service Portal - workspace

Hello, Now we have multiple workspaces in our self service portal, I want to make it clearer how to reach each team. Does anyone know if it’s possible to add the workspaces to the home screen of the portal to then be able to select which workspace requestors want to raise a request/incident in please, rather than have the ‘Report an incident’ and then have to select workspace from there? Thanks,Matt

1564

8 months ago

msconfig87Skilled Expert

asked in Ticket & Workflow Management

How to dynamically add a large number of text fields?

We want to have guest access for specific tools to be ordered via Service Request.Currently I have not found an easy way of adding large quantities of text fields dynamically to a Service Request. I imagine this must be a use case for some of you.. how to achieve this?? I don’t want to display the maximum available text fields already in the beginning and also want to have certain fields mandatory for each guest.

1088

8 months ago

bkarasalihovicContributor

asked in Automations

Active Follow Up Ticket Reminder

Ticket with multiple steps/items that are due at different times is raised. Is there a way to set up a reminder in Freshservice when different steps/items in the ticket are due? Alternatively, is there a way to hide the ticket based on the status or tag and have it re-appear as active ticket on a due date?

5095

8 months ago

halvorsondContributor

posted in Portal/Knowledge Base

Portal Service Catalog Icons / Assets Pack

Does anyone ( or can Freshworks provide ) a nice collection of icons that can be used for service items? Would like to find something that was all ‘themed/branded’ similarly but provide a lot of different options. I like what Freshworks provides out of the box, but i wish they provided an icon pack, with enough variety that it could be used for lots of different scenarios.

1720

8 months ago

mythumbsclickSkilled Expert

asked in Automations

Expression builder - if regex

Hi AllI have a service request for capturing details on booking a resource (Room). I have a drop down to capture which Room the requester wants to book.Room1Room2Room3etc. As part of my workflow automation, Once the service request has been submitted, I have an action to send an email to the request summarising the details. What i want to include here are details on where to collect a key from to access the room:Room 1 - Collect key from BobRoom 2 - Collect key from SarahRoom3 - Collect key from johnetcSo I have created an expression node with the following:if (regexMatch('{{ticket.ri_192_cf_room}}', 'room1'), 'bob', 'false')This works, but only for room1. I want to add logic to cover output for each room. Pseudo code example for illustrative purposes:if (regexMatch('{{ticket.ri_192_cf_room}}', 'room1'), 'bob', 'false') || if (regexMatch('{{ticket.ri_192_cf_room}}', 'room2'), 'sarah', 'false') || if (regexMatch('{{ticket.ri_192_cf_room}}', 'room3'), 'john', 'false')How can I achieve th

4443

8 months ago

shannon.mejiaSkilled Expert

asked in Automations

WFA not working with Conditional (API usage)

I have a WFA in our Sandbox where I have parsed details of the ticket to include the onboarding details. Then I am using that Parse to setup a conditional, but the conditional is not working. I have already added a note action in the WFA so I know the WFA is working up to the point of the conditional. Any ideas?This is the question asked during Onboarding: This is the workflow (circled the conditional that is not working): This is the initial web request that starts all this. This is working, but I am using the Parse from this to then call upon the onboarding field in the conditional: This is the conditional:

244

8 months ago

shannon.mejiaSkilled Expert

asked in Automations

Get Answers to Service items through API

I have a service item that has questions asked when placed. I want to get the answers of those questions via API to then parse it and add a note on another ticket with the answers. I cannot find out how to get the answers to the questions via API though. The API dictionary guide doesn’t help. Anyone know how to get that info? Thanks!

432

8 months ago

daminskyContributor

asked in Automations

Trigger off of Service Request Fulfillments

Has anyone been successful in triggering automations via the Fulfill Request button? We linked our Service Items for software assets. We’d like to be able to use some orchestration around provisioning and it would be nice to use the Fulfill Request as the trigger...

1462

8 months ago

IT SupportApprentice

asked in IT Operations Management

Outgoing emails blocked

I’m testing Freshworks on a free account, but I got the error that my outgoing emails are blocked. I can’t really test the service if I cant send emails. can you help me?Thats my URLhttps://wit.freshdesk.com/Thanks in advance

271

8 months ago

IT SupportApprentice

asked in IT Operations Management

Outgoing emails are blocked for your account. Please contact our support team

Outgoing emails are blocked for your account. Please contact our support team My Link https://wit.freshdesk.com/

200

8 months ago

LeighanneSkilled Expert

asked in Ticket & Workflow Management

Disable "Assigned Ticket" Emails to Acting Agent

Hello All,Up until today for the past 18+ months, when an agent manually creates a ticket, they have not received the “Assigned Ticket” email notification. In rolling out Fresh Service, I recall setting up somewhere that if the acting agent is creating a ticket, they would not receive the “Assigned Agent” email. This is because 1) we have a rule to auto assign tickets to the agent creating the ticket, 2) they should know the ticket is assigned to them as they are working on it, 3) reduce unnecessary emails. If I create a ticket and close it, I have zero need to receive an email that the ticket is assigned to me; I know it is assigned to me.I remember setting this up, but I spent today trying to figure it out before contacting support; they told me that this is not possible. I can either turn off notifications for new tickets entirely or keep it as is. They suggested to turn off “New Ticket Email Notifications”, but that just prevents the user from seeing we created a ticket.Has anyone

702

8 months ago

BlueBerryTartContributor

posted in Automations

Parse emails, filter out signatures, respond to users who send otherwise blank emails.

We have an ongoing problem with many of our staff sending exceedingly unhelpful emails to the helpdesk.Vague, short subject lines and an otherwise empty email body asides from their signatures. FS support already said there was no mechanism built into parse/filter out the signatures… But is there something that can be done maybe with expressions?My intent would be for all new email tickets that we implement a flow that checks the body of the email/ticket and then automates a response back to the requester if their parsed email ticket falls below a certain character threshold.Essentially to be like hey more detail needed!

516

8 months ago

lschiebelApprentice

asked in Automations

Keywords on incoming emails or a way to edit ticket description?

We’ve been using Freshdesk for several years for ticketing.We’re getting a new RMM tool and one of the features is users can submit a ticket from the RMM tray icon. This sends an email to our support address, which in turn creates a ticket in Freshdesk.The RMM tool includes a bunch of client device info in the body of the email, in addition to the users entered description of the issue. This includes stuff like computer name, logged in user, IP address, etc.This is great info to have, but it all is now part of the ticket description, so users can see it if they come into freshdesk, or if an agent replies, it’s included in the reply. It’s not super private info, but it’s a lot of info and there is no need for end users to see it.We’d love to find a way to have this info identified and either moved into a private note or a custom field, and remove that text from the description.I’ve been able to use an automation to have it copy all this info into either a note or custom field (it just c

692

8 months ago

Nithya GApprentice

asked in Getting Started

Report Management

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”

141

8 months ago

JTAVOLAROSkilled Expert

posted in Getting Started

pop up notifications, workspace menu, etc

Guys, I’m really wondering if I’m the only one who’s seriously annoyed with the way notifications pop up and block parts of the screen? Like, I’ll update a ticket, and i get a flyover announcement that I updated the ticket. I delete a task, and see a notification that the task was deleted. So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen! Every time I go into the admin section lately, I get a flyover menu to select a workspace. But I am not using workspaces, so there’s only one choice, and it won’t go away until I make a selection.How can I turn these things off, or reduce the amount of time they’re displayed? The helpdesk is not able to give me any help.In the words of Freddie Mercury: “I’m going slightly mad”

3252

8 months ago

lisa.priceContributor

asked in IT Operations Management

Using IT Services within Freshservice

I’m after some assistance with IT Services please? They are currently setup in different areas of our Freshservice. When somebody raises a ticket via the portal they select an option from Service Type which is a free form drop down field created in field manager. When agents raise an incident they don’t use service type, but instead use a different dependent drop down menu where they select the category, item etc… and finally, I’ve setup the services in IT Operations/Services where they can be linked after raising an incident via the impacted services tab and then we can post high priority incidents to the status page for these services. We then also have the service catalogue for people that want to request access\software\hardware, but I’m leaving this alone for now. Ideally I’d like to just use the services through IT Operations/Services (this actually creates the service in the asset inventory), but does anybody know how to link this as a dropdown field in the incident form fo

4716

8 months ago

roland.ngApprentice

asked in Assets

Assigning auto numbering asset tag whenever an asset is created

My client has a customized format on asset tag, which consist of 4 parts:Hardware Type (e.g. WL0) City (e.g. CNHK) Number (e.g. 0001) Business Unit (e.g. L)And the requirement is that the number part of the asset should be able to automatically assigned according to other 3 parts (Hardware Type, City & Business Unit). For example, when the client already having 3 assets with asset tag WL0CNHK0001L, WL0CNHK0002L & WD0CNHK0001L, if they would like to add an new asset with “WL0” as Hardware Type, “CNHK” as City and “L” as Business Unit, the system should be able to assigned the largest number + 1 as Number according to the other 3 parts in the asset tag so the asset tag for the new asset will be WL0CNHK0003L and then I can use API to update the asset tag.May I know if there are any methods to apply this auto numbering on asset tag?

5973

8 months ago

ALTO TonyApprentice

asked in Analytics

Freshdesk analytics for time entries - Entries outside of date range are included

In Freshdesk I have a saved report, which displays all time entries logged for the prior week, for myself and my employee. The report groups these by customer, and I export these entries to a .XLSX file, which is then processed through our accounting system. Each week I simply edit this report. Using this past week for example, I would select the start date as 11/25 12:00 AM and then the end date as 12/1 11:59 PM. However, if I’m running this report later in the morning, afternoon, or say later in the week, the report will include a portion of time entries from 12/2 in the report. Similar behavior also happens when changing the date range to “Today” or “Yesterday” from the Date Range drop-down. If I enter a time entry at 9PM for 1 hour of work and choose the date range of “Today”, it only shows 1 hour. If I change the date range to “Yesterday” I then see all of my time entries from during the day. I have checked the time zone setting to make sure that it is correct, but it’s almost as

300

8 months ago

BigCarlDTop Contributor

asked in Automations

Extract e-mail address from ticket description

866

8 months ago

D3q7Apprentice

asked in Portal/Knowledge Base

Registering a developer account

I’ve lately experienced issues helping clients register a developer account with https://developers.freshworks.com/signup. All of them have had the same issue where the account selection page kept redirecting to itself infinitely, not letting them finish the process. This doesn’t seem to happen when logging in to an already existing developer account.I would love someone to help with that!

200

8 months ago

shs_tim.hobsonSkilled Expert

asked in Ticket & Workflow Management

Source field showing a a number in emails

We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below. Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?

11720

9 months ago

wef42Apprentice

asked in Portal/Knowledge Base

Customise menu on portal to remove service

I added the following to the Custom stylesheet, and it successfully removed the employee onboarding from the side menu. I also want to remove the service catalog menu item. I dont know the code to do that.I would also like to remove the items from the new menu. #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{ display:none !important;}

11758

9 months ago

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