Using Freshservice

Hi. How would I achieve the following.I want to be able to select guest accounts from our EntraID from a drop down in a service request.In our previous ticket system a drop down field could be populated on the fly by a custom API request, so only valid results are selectable.As I understand, this is not possible in FreshService.How would you do this? We have about 3500 guest accounts.Syncing them via SCIM to be a requester is not a good idea, as I don’t want them to be to log on.Syncing to a Custom Object or Asset sounds like its going to consume endless API calls. No?Any other ideas?

I have recently figured out how to create a child ticket using the API with a Web Request action step in an automator.  In the automator I check the ticket for certain conditions and based on those conditions I create one or more child tickets, setting the subject on the children to that of the parent, but with special appendages.  I want to further update the child ticket fields based on the appendage so I have another event triggered automator that checks for raised tickets, and then if the subject an appendage, I look up that appendage in a custom object to do group/agent assignment.  However, these API created child tickets apparently are not recognized as “ticket is raised.”  As a test, I create a ticket via email using a subject that included one of the appendages and that will trigger the “ticket is raised” and the automation works...but not when a similar ticket is created via the API Web Request.  Any idea why this is?

Hi,How I can setup an SLA policy for VIP users?Right now we have a SLA policy for every user but I can’t create another policy for VIP users.Thank you so much if you know how ;)

As the questions says, is there an easy way to increment consumables?Example: I enter a PO ordering 60 keyboards, receive the items, add to inventory through PO. Does anyone know of an easy way to subtract from that number if we use a keyboard?

I appreciate FreshWorks’ desire to make sure I and my team are informed of upcoming events sponsored by FreshWorks.  But I think popping a banner onto my FreshService instance that WILL NOT GO AWAY is the wrong approach, and frankly annoying as hell.Same goes for using the Quickhelp icon to announce product updates.  I don’t need my team distracted by notifications of product updates, if we have questions on updates we are more than happy to look it up. 

Hi everyone,Has there been any change to this process recently? Before, we could only edit the service item details if the approval had not been sent. Now, it seems we can edit only after the approval has been sent or it has already been approved. I can't find any information about this in the latest update notes.  

Hi,we use freshservice for regular tickets but also longer running “small project”-tickets.Therefore we have a lot of tickets open for singular persons or departments.Often we have to search only for open tickets and get too many results because the closed tickets shown too.  The Sorting by relevance doesn’t work for us, almost never is the searched ticket on page one.The search refining via menu aftwards ist to slow and clumsy.Isn’t there any way to search directly with commands to get a result only with open tickets? For Example: “XYZ state:open”Or is there any way to change a setting, so that in every search the State-Filter is generally set to “open” and can be changed only when needed?Best regards, Ingo

I’m sure this has been asked before, but I am struggling to find any references..I am very new to configuring FreshService. We have a situation where we want users to log custom tickets for their mobile phones - new connection, disconnection, etc. I have worked out that I can’t have a new ticket form, but need to add the fields we want to Field Manager and use business rules to show or hide as appropriate, based on, in this case, Category. This all works.I have then created ticket templates, one for each of the four types of request.What I now want to know, but can’t work out, is twofold:Can I make ticket templates available to requestors? At the moment, they only seem able to be used by agents. Can I reorder the fields for each individual ticket type (based on Category choice)? I don’t want the fields in the same order for a New Connection ticket as I do for a Roaming request.Any pointers would be most appreciated! It ce

Hi, team.I’m doing a project for a Russian speaking company in CIS. I’ve found out that if I add custom fields for the assets with Russian captions, Freshservice doesn’t create correct placeholders, so instead of something like {{asset.asset_name}} it creates {{asset.}} for all the fieds with cyrillic captions.I thought that I migth create these fields with English captions, and then translate them in the translations file, but it seems that custom asset fields are not there at all, only ticket fields.I also tried to create the fields in English first and then just rename them, but Freshservice changes the placeholder accordingly after renaming.Ideas?

Hello team,we are a company that integrates Freshservice with Jira, Azure Devops, Asana and other software…One of our customers, when trying to fetch data of his FreshService tickets based on updated since filter (xxxxxx.freshservice.com/api/v2/tickets?updated_since=2023-08-01T00:00:00Z), is visualizing the following error: Why is the above happening, and how can we solve this? Thanks!

I’m interested in finding out how people are handling consumption-based contracts. These are not commonplace, but I imagine they will increase with AI. We use Snowflake and purchase the compute on an annual contract for $xxxxx.xx to use during the year. Snowflake sends me a monthly statement showing the usage and what is left on the contract. I can certainly create a custom type, but I would also like to attach the items listed in Software to the contract, but you can only do that with a software license type and consumption is not listed a license type. In general it seems that the Contract module could use some love to catch up to the modern licensing models of SaaS.

Hi All,New to FreshService and just exploring the HR Onboarding Requests, pretty cool feature. Just wondering if it’s possible for the request to generate tasks under 1 ticket, instead of multiple child tickets?

Hi !I am an brand new user of Freshservice and I would like to set up an export to track ticket movements.Ideally this export should contain :- the ticket number- the date of the group change- the source group- the destination groupHas anyone managed to do this?  

The objective is to understand end-user behavior on their most used keywords to refine CX and work on better knowledge article.

Is there any way to accomplish this with a workflow or business rule? I can’t seem to make sense of the options I have in there 😅

Hello,We’re new to Freshservice and trying to understand the behaviour of Reply and Forward in ticket conversations.If the agent have a dialog with the requester and later want to reply to an older conversation, there’s only an option to forward that conversation. Reply button on the specific conversation is missing.The problem is when forwarding, you have to manually add the requester, but also, all the replies from the requester will be marked as a private note from now on. This behaviour seems strange to us. The conversation threading will break when using Reply button at bottom because the answers is marked as Private Note. The threading will also break if the requester add a note through Self Service portal. Therefore you are forced to use the Forward-button which “brand” the requester in some way, as every mail will be a private note from here on.Thanks,Johan

 Hi, we’re customizing our portal for our staff and all seems to work OK except if we ‘unhide’ the Request for a Change card it doesn’t become visible in the preview and doesn’t show up when published. All the other cards turn on and off the cards as expected.  Anything obvious we’re likely to be missing.  See image below.thanksAndy

we are currently using the Moveworks chat bot with our Freshservice instance.  we would like to be able to do the following:user selects a service request to add permissions to an application or add/remove a user from an application create a process where the the chat bot, moveworks, will get the ticket assigned to their user, then go to and application or system, perform the functionThen update the original service request and moved to a resolved status.Is this possible?if so, what did you do to make this work?  this is not using orchestration within Freshservice.Let me know if you have any questions.(We are not using Freddie)

We use laptops on building sites.  They then return to IT in varying states of disrepair.  We have to grade them (they get a numeric score based on a set of about 10 criteria) and return then to stock for the next user.We can make a single custom field that holds the grade, and do the calculation of the grade outside FreshService.We could add all 10 criteria as custom fields and do the grading on the asset page, but that wouldn’t give us the final score.Ideally we want to be able to add all the grading criteria, with each a drop down (values 5, 3, 1) and have another field that adds up the scores to give the final.Is there a way to do that in FreshService?

We have a library of service requests. People can request access for themselves or for someone else.If they request access for themselves, they, as the requestor, are automatically included in any replies to the service request. If they request access for someone else, the “requested for” user has to be manually added as a CC when replying to the ticket.When someone is plowing through tickets it slows them down a little to have to remember to check if the service request  was for the requestor or someone else. And then if it was for someone else to manually add the requested for to the reply as a CC.Is there any way to automatically add the “requested for” to the ticket as a CC when it is first submitted?

HiI have a number of tasks that are created when a ticket is raised.Is there a way of specifying the order that a task should be, ie a specific task should be number 1, or is that dependant on how they are ordered in Workflow Automator or is it just a case of re ordering the tasks?Thanks

How do other customer support leaders generate reports to show basic things like total tickets resolved per month and by agent?  Freshdesk analytics, while robust, is very confusing and gives different results and they have very similar but confusing metrics like TICKETS, TICKETS RESOLVED, TICKETS CREATED etc. I would like to build a report that simply tells me how many tickets were resolved in a month (or any date range) and also report the same by agent. I’ve opened a ticket with freshdesk support and it looks like even they are not sure since we were able to replicate the inconsistency when I screen shared with them. Any ideas on what metrics I should be using? thanks!

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

I have a Service Request form in a Business Workspace that contains a “Description” field where the user describes what they are reporting. For compliance/audit reasons i do not want agents to be able to edit this after the form is submitted. There may be a couple other fields I need to lock after the form is submitted as well. I can’t figure out how to block this with either roles or rules.

I’m trying to create an automator that will create a child ticket to a ticket created via email, (based on criterial in the subjectline).  Anyway, I’m trying to trigger the webhook to do this, but it’s just no working.  Has anyone here done this?  Perhaps my callback URL is not correct.  I”m using: https://<sandboxdomain>.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/create_child_ticket