Using Freshservice

Has anyone been able to trigger the onboarding process (create a parent ticket in the onboarding module, instead of hiring manager completing initial portal request) by having an email in to Freshservice. We currently have an email from our HR platform that sends an email when there's a new starter and i want this to trigger the request and for Freshservice to then create the next email out to the reporting manager to complete his sections on the onboarding ticket via the portal. Thanks Dan

I created an analytics report and scheduled it to go out on Monday mornings to a small group of agents. The report is not getting emailed. Is there log file I can check or something within FreshService I can check to see why the report was not emailed out. I can open the report in FS and choose “Export to Email” and that works, and I receive the report.

Hi all, We’re trying to ensure that all hardware assets imported from Microsoft Intune are automatically assigned the correct Vendor (e.g., Atea) in Freshservice. So far, we’ve tried the following: Workflow Automator (Scheduled): We created a workflow that filters assets where Manufacturer = Lenovo and Vendor is empty. However, there is no available action to set Vendor directly in the Asset module. API attempt: We tried updating the asset using: PUT /api/v2/assets/:id { "asset": { "vendor": "Atea" } } This returned: { "field": "Vendor", "message": "Unexpected/invalid field in request" } GET /assets/:id?include=type_fields confirms that vendor_id is embedded under type_fields and seems to only be set when the asset is linked to a Product. So it seems like the only way to assign Vendor is to: Create a Product where the Vendor is set Update the asset’s product_id to inherit the vendor indirectly This feels pretty restrictive and not scalable when dealing with dynamic Intune imports. ❓ Qu

Hi everyone, We’re currently setting up SCIM provisioning from Microsoft Entra ID (Azure AD) to Freshservice using the official “Azure Active Directory Provisioning (SCIM)” app from the Freshservice Marketplace. We’ve followed the official documentation and user provisioning works fine when users are assigned individually to the app. However, we’re trying to manage provisioning using groups — and that’s where we’re hitting a roadblock. What we’ve tested: Created a Security group in Entra (not a Microsoft 365 group) Added the group under “Users and Groups” in the Freshservice Enterprise App Verified that the Provisioning Scope is set to “Sync only assigned users and groups” Provisioning works for individually assigned users ✅ ❗ But for the group, the following error shows up in provisioning logs: Group 'APP-Freshservice' will be skipped. EntityTypeNotSupported Has anyone successfully used groups (specifically, Security groups) in Entra to automatically provision users into Freshservice

Hi! Trying to build the following flow in Freshservice: A requester enters the portal and selects a SharePoint access request. They choose a specific site and folder, for example: “Finance – Budget”. Each folder has a responsible approver — we fetch this person via a GET call. For example, we get that kevin@company.com is the approver. We now want the approval email to be sent to that dynamic email address, based on the selected folder. ❌ The issue: The “Send approval mail to” action doesn’t let us reference a custom field or dynamic variable. 🎯 Question: Is there a way to send an approval to an email address fetched dynamically from the workflow? Or is there any workaround (API, automation, custom object, etc.) to achieve this? Thanks a lot! 🙏

We are customizing the customer support portal. In that we need to add new images and icons. How to access the assets folder or how do we add the new assets?

I’m not finding a way to do this, so wanted to pose the question here. We have multiple Tasks with Sub-Tasks, but it seems when the Sub-Task is ‘closed’ it removes from the Parent Task - I would think the Closed Sub-Tasks would still show in the list, just as ‘Closed’ - is there a way to NOT have closed sub-tasks disappear/remove from the Parent Task?

Hi everyone! I am writing a recipe to get worker information from workday to Freshservice. The worker record has multiple organizational record. Jason data (as a worker in WD) set includes 9 records of various organizations. I need to use only the one #4 (in this case - on the image). But the recipe has only one set of fields, not 9 and it always pulls only the first organization record. How can I access the record #4, or any other for that purpose? Any ideas appreciated… Thank you!

Is there any way to attach multiple document templates to a service request? I only see the option to attach one. It also appears the automater only links the document that I have attached to the service catelog item.

Has anyone had this issue before? Occording to support we used up the limit of the web request node transactions, honestly i was not even aware there was a limit…Just wondering if others have had the same issue

We have agents who forward in their client’s emails to open an incident. We have found that even though an internal agent is sending the email, if their client’s email address (in the form of the email header) is included in the forward, FreshService uses that email to determine the requester, NOT our internal agent. Is there any way, aside from deleting the email header from the forward, to stop this from happening and make the internal agent the requester?

Has anyone else encountered this issue?I've been experiencing it all day – both in existing reports that I try to edit, and in newly created ones. Whenever I go to Table View and click "Edit Column", the widget crashes with the message: "Something went wrong". I cannot pick any column, it just crashes. 1. 2. ​​​​​​ 3. Adding any additional filter (like time range) doesn’t work, it doesnt work on other accounts in my company also.

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated! Thanks in advance!

I want to use Freddy AI, but i don’t know if he provides responses to WhatsApp conversations.

Can we change the link behind the Knowledge Base button on the portal home page? We want it to go to a specific Category when users click into the Knowledge Base. For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles. /* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;} We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?

A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application. The field Resolution Time in Bhrs shows number like 58453000 which does not make any sense. Foe the same ticket the actual data is Created Date - Dec 6, 2021 9:45 AMClosed Date - Dec 10, 2021 7:36 AM Time taken - 16hrs 14mins However in the report the Resolution Time in Bhrs is 58453000. This field shows similar big number for all tickets.

I am hoping to have a workflow, kick off another workflow (or a few). Right now, I have been trying to add a tag, then the second workflow sees the update and then checks for the tag. The problem is “System” changes aren’t registering as an official update. Are there better ways to link workflows together? Workflow A: Send for approval, after approval adds tag “Provision”Workflow B: Watches for update, if update made AND tag “Provision” exist, then provision access. This allows for less congestion, and I could change the tags to send it Workflow A’s result to different workflows.

I’m looking to auto-create requestors, most likely using the WorkFlow Automator. We have all the information already within the Employee On-Boarding ticket. I feel it should be simple to go from the Employee On-Boarding to auto-create a new requestor. Maybe it’s already a built-in function that I’ve simply missed. Any assistance would be greatly appreciated. Within my own attempts, I’ve tried doing the Web Request option. But I keep getting “Invalid Host”. Not sure what I’m doing wrong there but I don’t want to keep barking up that tree if it’s the wrong path for me go down.

You can easily do that using android multitool. It allows you to decompile, sign and recompile apk. If you want to see source code, then you should use dex-to-jar converter and convert your app to jar file. APK Sync

Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields? Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off. We have a single tax rate for all purchases.

We currently have the PagerDuty app integration set up and configured within Freshservice, allowing us to create incidents in PagerDuty through ticket-based workflow automations. This setup works well and enables us to trigger incident creation in a specific PagerDuty service as defined in the app configuration. However, we now have a second use case where we’d like to trigger incidents in a different PagerDuty service — also based on a Freshservice workflow automation. The current app settings appear to support only a single PagerDuty configuration, which is tied to one service. Is there a way to enable multiple PagerDuty service integrations from Freshservice, either through additional configurations, workarounds, or from the PagerDuty side? Specifically, we’re looking for a way to direct incidents to different PagerDuty services based on workflow conditions or ticket attributes. Any guidance or suggestions on how to approach this would be greatly appreciated. Thanks in advance!

I'm trying to get my asset management in order and something my company (Nucor) as a whole could benefit from possibly as a workflow or having a toggle to have the Last Login By on the asset page to update the Used By field. Currently we have to hand jam every user into the individual asset and with most of our divisions having 1000+ users per site it can really be a pain. Does anyone know of a resource or agent we could utilize to use the JSON and Web request in workflow if that would be a possible resolution. I believe if we can just transfer the info we need from the asset to the user we could avoid even using the probe. I hope i was able to explain that well enough if anyone has any possible solutions i am all ears!

It seems anytime you use the asset filters in the assets list the search bar disappears and will not return unless you refresh the page

I was recently clearing up our asset types in FreshService. I noticed when I go to add a new asset in, it doesn’t matter which asset type is selected, when you click the product drop down it will list every single asset regardless of the associated Asset Type. Apparently this is already a feature request but to me this would be considered a bug If I am adding a new laptop in our inventory and I select “Laptop” as the asset type, when I click the product drop down list I should only be seeing products with the Asset Type “Laptop”. It shouldn’t be showing tablets/desktops/printers etc..