Using Freshservice

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Hi everyone,I’m considering attending the upcoming Independent Sponsor Conference and wanted to get some feedback from those who have participated before. How valuable do you find the networking opportunities and panel discussions?Are there particular sessions that stand out for learning about deal sourcing or fundraising strategies? I noticed that McGuireWoods is hosting one of the key networking events. Does anyone have experience with their involvement or the kind of connections made there?I’d love to hear tips on making the most of the conference, especially for first-time attendees seeking meaningful industry contacts.

Hey everyone! 👋With the launch of Community 2.0, the layout, navigation and support model have all changed (more targeted product areas, new events calendar, deeper SME engagement). community.freshworks.com+1I’m curious: What one change in the new structure has helped you the most in discovering answers or engaging with peers? What’s one frustration or barrier you’ve hit because of the redesign? How do you think the community could evolve further to support your learning, networking or product-use cases? Would love to hear real experiences—both wins and “still needs work” moments. Let’s compare notes and help each other navigate the new setup!

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I want to configure our company servicedesk shared mailbox (Microsoft 365) in Freshservice without entering credentials. I want to use Oauth2.0 to achieve that but cannot find the option while configuring that mailbox in Freshservice. Is this because we have version 2025.R05L.04? In what version does Oauth2.0 become available? We have a starter plan.

I am starting on our portal and I am seeing 2 different things. On the preview I can see all the cards that I want on our live portal page, but when I save and publish it does not show the same cards on the live portal page. I have checked permissions and those are set. A few of these are the default cards that are on the page to begin with.

Are child tickets supposed to close when the parent ticket’s status moves to closed? Is there a way to keep this from happening?We created an onboarding service item some time ago (before the onboarding module was available, something we will be moving to). We bundled other service items within this ticket, having them create child tickets when selected. We noticed recently that when the parent ticket’s status moves to closed, the child ticket, regardless of its status, automatically moves to closed as well. Our Closure Rules look to be set up correctly for service requests. Is there a way to keep the child ticket open when a parent ticket is closed?

Most Windows operating system users are anticipating the Windows 12 Release Date and are curious to know about its features and experience.   The most recent version currently in use is Windows 11, and users are anticipating Windows 12. It is anticipated that the new version will be more sophisticated and integrate AI.   Microsoft hasn't, however, confirmed when this new version will be officially released. As a result, every piece of information that circulates online is either leaked or humorous.  It is expected to be released in late 2025 or early 2026, based on predictions from industry experts and a variety of online sources.  The fact that Windows 10 will not go on sale in October 2025 is another factor contributing to the late 2025 estimate. Because of this, it might take some time for all users to switch to the new versions. For this reason, the most recent version is anticipated to be released at the beginning of 2026. Since the most recent version of Windows was released in 2

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I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

How does the “request for” field become updated in an onboarding journey?If I send a ticket to IT to create the new company email address for a new hire then how does IT update that company email address in the onboarding journey?

I am testing the new journeys to potentially replace the onboarding / offboarding journeys. In the new approach, for onboarding employees they no longer click a link in an email to select hardware, instead they are assigned a task and receive a separate email to notify them of an assigned task (horrible approach, but fine I will run with it). I would like to edit the wording of the notification email they receive, since it is not very user-friendly - I see under General > Notifications that it is available but all options to edit it are greyed out. Why is this the case, and how do I edit these notifications? I asked live chat support, but they had no answer or understanding of the problem, so I gave up!   

I’ve been racking my brain around this. We use Freshservice for our internal staff and therefore require all users to log in before submitting tickets. Recently, we started using custom cards to make specific URL redirects more readily accessible to our staff.What I couldn’t figure out is how to hide these custom cards from the non-logged in users. Here is what it now looks like for both logged in and non-logged in users as well as the custom code we used to accomplish this. Mind you, I’m not a coder and used Copilot to accomplish this so there might be a better way, but this allowed us to accomplish what we needed:Logged In User Non-Logged In UserInsert this where your logic begins for {{#each cards}} on the Portal Home page: {{#if portal.logged_in}} <section id="cards-banner" class="banner-{{cards.length}}" data-ce="true" data-ce-type="section" data-ce-subtype="cards" data-ce-id="cards-banner" data-ce-

I am using workflow Automator alert module for some automation. part of it supposed to use a GET request to get a list of requesters. I can narrow down the result to always return 1 requester, but the JSON body will always send requesters in an array. I need to use the requester ID in the next node in a POST web request but using placeholders in the body of the request causes the body to be sent empty regardless of the rest. when i enclose it with “” it works correctly but sends the requester ID as a string, and i need it as a integer. I’ve tried using liquid filters like this:{{P1.root.requesters.requesters_object.id[0]}}{{P1.root.requesters.requesters_object[0].id}}{{P1.root.requesters.requesters_object.id | first}}{{P1.root.requesters.requesters_object.id | sort: “,” | first}}when I use the same placeholder to add a note to the alert, it works, but it fails in the body of a web request.  I also tried editing the JSON Parser to output ID as a number and not an array of numbers but di

I have a requirement to allow submission of a service catalog item only to senior leadership based on job title ( Director and above). I can create a requestor group for this but the snag I have is that some of our senior leadership are ALSO agents in various workspaces. Creating the requestor group by job title, does not show those senior leaders who are agents in the requestor group.  Is there a workaround where agents who meet the job title/position criteria can be a member of a requestor group? I already know that workspaces prevent the creation of a global Agent group (which seems.. restrictive) so I’m looking for a creative solution without having to place a senior leadership group in EVERY workspace just so I can surface a Catalog Item. Any/All ideas welcome, TIA.

Hello Fresh Community, I submitted a request to FS support for guidance on removing the menu links for “Onboarding requests” & “Offboarding requests” from FS home URL page. These links are towards the bottom of the page next to “Open Tickets”. I was told by FS support they do not support the removal of these menu links and that I would require to hire a service implementation partner to assist. In my opinion, going through lengthy discussions and paperwork with a third-party vendor was not on my mind to simply remove/hide these links from my org’s user base. Does anyone know how I can get remove these links?   

I’m trying to use the API to attach a file to a ticket.  I have tried images and PDFs. The file gets attached to the ticket but is broken when viewed in Freshservice. When I get the ticket attachment details using the API, the attachment content-type is “application/octet-stream” instead of “image/jpeg” for the jpg image I tested but correctly set as “application/pdf” for the PDF I tested.  But neither file types work correctly. Image is broken, PDF document is blank.The file size, according to Freshservice, is always some bytes larger than they actually are locally.  For example, with a very small image that is 1252 bytes locally, Freshservice reports the size as 1702 bytes. Here is the example payload for the small image I’m testing with: --------------------------S1SJJcLLQQJrNanXChw123Content-Disposition: form-data; name="attachments[]"; filename="test1.jpg"Content-Type: image/jpeg????JFIF?????ExifMM*?i&?\?p??52??522024:05:04 11:22:402024:05:04 11:22:40???http://ns.adobe.com/xap

We have on-call schedules created and they are working fine. However, for one of our Workspaces, we have a group that would like the Agent Group to be notified of Urgent/High incidents during business hours to all agents of that group.  The way the on-call schedules are made up, only one agent group can be assigned to one On-Call Schedule and within that schedule I cannot make separate condition of business hours vs. non-business hours.  Is this something that can be looked at as an enhancement?  We have a workflow that directs incidents matching Urgent/High priority and differentiates the hours of business vs. non-business hours. We don’t want to notify those who are not designated as on-call for non-business hours during the night. Thank you for any guidance. 

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Hi all,I was reviewing the contact page of a managed IT services firm and noticed they offer email, phone, and office addresses across multiple locations.I’m curious, when trying to Contact Pegasus Technologies, which method tends to get the fastest, most helpful response (email form, direct email, phone, or visit to office)?Also, are there best practices or red flags to watch for in how they structure their Contact Us page (for example, missing details or vague how did you hear about us fields)?

I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

We have been using FreshService for about a year.  One of our outside vendors that works on our security system uses Jira Service Management, so we’ve had some exposure to that system recently. One of the really handy features of Jira has been the ability to “@mention” our coworkers (other agents). This is helpful in that I can say someone’s name in an internal reply and it calls their attention to the ticket via an email.It appears that FreshService does not have this ability. I know I can create a “private” note, but even this doesn’t let me clearly and easily “tag” someone in the ticket…  I have to put them in the “to” line.I searched the community, and I saw an old feature request for this, but I can’t even upvote it, as it says voting is closed.  It gives no indication of why it’s closed (that I can tell?)  Maybe this means the feature has been implemented and I just need to know how to turn it on? Anyway, I’m hopeful this is just something I’m missing in our settings.  Thanks for

I’m running into an issue (self imposed really) of syncing workflows from sandbox to production where we have endpoints specified in sandbox (ex: companyname-dev.freshservice.com) but when syncing into production, it should not have -dev on the end.Conversely, when I create a sandbox if I run a test ticket, this could mean that tickets in production are being manipulated despite the request coming from the sandbox environment. Is there a way that I can use the environment name as a placeholder in the URL for web requests at least for FS stuff? For example: {{instance.name}} as a placeholder being put ahead of .freshservice.com so that when in sandbox it’s using whatever that instance name is vs when in prod it’ll be in prod.

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