Using Freshservice

Can it be configured, that the employees would not be able to place the requests related to the systems that are currently under maintenance?

Hello, We would like to restrict agents from creating new tickets when have reached a certain threshold of tickets Unresolved in their queue.Is this something we can setup on Freshservice? Thanks.

Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!

 Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request.   When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field. We can solve this “out of the box” with the report

Hi there,  we are using Freshservice for external Support Request for a little while and are getting more and more used to it. Inside my team we have some key users who will become responsible for evaluating suggestions / changes / customizations on our tool; therefore we created a dedicated agent-group where incidents may get created from anyone in the team containing any feedback.  How can I hide such “internally used” groups from the portal itself?  Just for clarification: It’s great to have the functionality on the portal to address a request directly to a certain group!We only want to hide some restricted ones… Looking forward for some ideas! Nik

Hi,We have built a service request that has an additional item attached to it (Reference Request) - please refer to the screenshot below. When the requester fills in the Candidate Name & OneTouch ID (as highlighted) we’d like the Candidate Name & OT ID field on the Reference Request (also highlighted) to be automatically populated with the same information. Can anyone suggest a workflow to achieve this? Thanks in advance. :) 

Is there any way to view all software assigned to a user?

HiOn our form for an issue submission we have a mandatory field call Location and its Data Source is Locations, however, it does not pull the submitted data through to the ticket. Any ideas please? 

Where exactly is the value of the announcement banner color?  Our current header background blends in too much with the shade of the announcement banner so looking to change it.

Hi. I need to delete the users phone number in Active Directory.I saw that in the Microsoft Active Directory - Orch there is a Function called ”Update User”. But I cannot find a way to delete or empty a value for a user.My current workaround is via PowerShell Orchestrator. But is there really no other way? 

Is there a solution to this problem? Have created a support-ticket too for this. Problem:when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.Expected behaviour: The reply be sent in the same existing ticket and not a new one. 

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

Hi,I’m currently trying to test the status page in our sandbox. I’m trying to create a new service , within the services option. Under Managed by group it says ‘ No results found’  However I do have agent groups configured within the sandbox to. I was trying to follow this article - https://support.freshservice.com/en/support/solutions/articles/50000009311-setting-up-a-status-pageIt mentions the following: **Step 2: Configure services Once you create and publish your Status page, you can configure the services whose health status you want to post about. You can do that by clicking on Configure Status page > Add services – individually or grouped – to publish on the Status Page. Note: To be able to add services, you will first need services to be configured for your account. Learn more. **However when trying to add a service In get the issue as per first screen shot. Where I cannot add or have no options under managed by group. 

For a non-admin Agent, is there an easy way to see which Agents are a member in a particular Group?  For a non-admin Agent, is there an easy way to see what Groups an Agent is a member of? For our Tickets, you must select a Group and then the associated Agents are listed in a dropdown.This cross reference visibility would be great for a View Only function for Non Admins.

So looking to see if this is even functionally possible with FreshService. We have some custom AzureAD Security Groups that we use for managing users in various departments or teams in our Org. The membership is dynamically managed from AzureAD. Is it possible to add these security groups into FreshService to then use them as assignment groups? For example we want to be able to assign certain Knowledge Base Articles to specific teams, but we want those teams to be created and managed from AzureAD. This is different than the idea of freshservice adding users to a security group for access to a networkshare ..etc.. We already have the users syncing into FreshService, just trying to see about adding groups, if its possible. I understand the AzureAD Orchestrator can help read and add groups to assign users access as part of a workflow for a ticket, but this is just a bit different. I cant seem to find anything online about it, only about the users.  

Is there a way to adjust the time zone for the maintenance windows? 

Hi folks!I have a SC form where the requestor is asked to input the email of an X employee. I’d like to be able to grab the requestor’s manager approval which I already can, alongside the additional X employee’s approval too.I’m having trouble passing the field box in the SC item as an approval since its a plain text. The requestor and X employee(s) do are not in the same org chart so using custom objects to hardcode an approval won’t work.Anyone have any insights on how this can be performed? Thank you!

Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc) 

I am trying to build a workflow that will read the data in a google sheet search for a specific value then update fields in that row. The issue I am having is that the Google Sheets API does not have the ability to search for a value and return that row. What I can do is ready the entire sheet out as json with each row being an array. What I am wanting to do in fresh service is bring that json into a parser then search for my specific data and get the json path so i would have something along the lines of $.values[47]. From there I should be able to be able to figure out the coordinates for the specific cells I need to update. Here is some sample json from a dummy sheet, how would I retrieve the address for the value “456”{ "range": "Sheet1!A1:F1000", "majorDimension": "ROWS", "values": [ [ "Field 1", "Field 2", "Field 3" ], [ "foo", "123", "abc" ], [ "bar", "456", "def" ], [ "bin", "789", "ghi" ],

Hey All,I am trying to create an automation workflow that checks if a particular product is in stock, and if it is to then proceed with the ticket. Does anyone know how I can query a service item asset type? This is the field I am trying to reference and check if the asset_state=in stock.  Here is an example of the workflow:  I’m not sure if this is the best approach or I need to take a different approach. All help would be appreciated. Regards,Mark

Hi, Is there a possibility to hide the search bar from the portal?Looking forward to hearing from you.Gr.Chris

Hello,I am have a question we want to set up different Priority Matrix for each department .we only see the option of one?do you have any idea what we can use? with the help i don’t know Business rules or what not

Didn’t dashboards used to have a limit of 30 widgets? Is there a date for when the new limit was set to 20, and an explanation as to why? We have several business owners that used up to the 30 limit and would like to know why/when this changed. 

Hello all, I'm reaching out to the community as support is taking a long time to assist. Currently we would like to integrate teams into our fresh setup, i currently have it installed on our sandbox and it works, but i have some technical questions.First when its installed i was thinking of setting up a teams channel with underlying the different resolver groups, but i struggle already as teams only allows 25 subs under one channel, and i have a total of 37 resolver groups.Next i also would like to hide other channels in the teams app in the ticket view, so only the channel with the resolver groups is shown , but i honestly have no idea on how to do that.If anyone has advice on how to set it up or guides on best practices can you let me know. Thanks for any assit. 

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?