Using Freshservice

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" ], [ "

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?

Hey team,I’ve created an integration between Zoom Contact Center and Freshservice.  I’m attempting to look-up a requester via  /api/v2/requesters?query=[query] using the mobile_phone_number.The mobile number in the requester is in e.164 format and I cannot get any requesters to come back with an HTTP Get.  If I take the same number and put it in the format of (XXX) XXX-XXXX, it will return the requester with this number.  Is the e.164 format supported in APIs?In Postname if I use: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'+19XXXXXXXXX' I change the format of the number in the requester to (9XX) XXX-XXXX and use this in postman: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'(9XX) XXX-XXXX' 

On the FreshService Support Portal if there are active announcements only the “top 1” announcement will be shown, and the end user needs to click on the “View All” button.  Is there any way to modify the template show that the “top 3” annoucements are displayed directly in the announcement “section” without the additional click on the “View All” button?

Hi Freshworks community. I am currently in the midst of updating my company’s offboarding powershell script, and I would like to have the script create a private note with an attachment of the report the script makes, when the user has been offboarded.I have tried to follow multiple different ways both from the API documentation and from here/stackoverflow but haven’t been able to make it work.I always end up getting either an Error 400 or Error 500 when I try to use the code.I have been using the content-type multipart/form-data, and tried with both Invoke-WebRequest and Invoke-RestMethod to no prevail.

Hi all,We are about to launch our self service portal to users but currently in testing users are prompted to login and set a password, which makes sense. I would like to link this to Azure with SSO. I have seen some guides for Azure Provisioning (App Registration , Secret Token etc) which syncs to FS periodically. Would this provide the users with the ability to manually login with their Azure credentials? I assume SSO is a separate process on top of that? (Using SAML or similar?) Essentially what would be great to achieve would be:1. Allow users to access the self service portal with their Azure credentials. (Or better again, provide SSO to the self service catalog for users via Azure).2. Periodically sync Azure to Fresh Service so new users are added as they join the company.I have used Fresh Service for a while but am relatively new to customizing it so would really appreciate any help, or guides on this. I have seen a few b

Is it possible to add a ticket status for only a specific workspace? I am attempting to modify the ticket status field inside of a Workspace, but it is inheriting from the Global ticket fields and shows that it is unable to be edited. The documentation mentions the ability to modify the ticket status field inside of a workspace, but in practice this doesn’t appear to be possible.Understanding Custom Ticket Statuses: https://support.freshservice.com/en/support/solutions/articles/155560--understanding-custom-ticket-statuses 

Hello everyone :)is it possible to move a ticket to another workspace and then adding the previous agent as a watcher?I didn’t see an option to do that nor does the workflow automator seem to allow this.We’ll have agents for each workspace and they’re supposed to be confined in their respective workspaces; so straight up giving them access to the other workspaces is unfortunately not an option for us.edit:In the workflow automator we can set an action to add specific watchers to the ticket after it is moved to another workspace, but we need it to auto-pick the agent that originally grabbed the ticket.

On the ticket list, the filter has category, but you can only select one category.  How have you all worked through searching for multiple categories in the same list?  Anyone created a report in Analytics?  Any other ideas?

I am trying to forward Defender and Vendor alerts from shared mailboxes to open a ticket within Freshservice and no matter what I do it isnt working.  I set up a rule in the mailbox, I set up a rule within exchange admin I have sent the alerts directly to the ticketing email. I am open to any and all suggestions in regards to this issue, 

Hi,  trying to get approvals set up for the first time. I can: Get it to send a plain email to my individual email address to test the condition in the Automator has been met (the fact it's Software1 being requested)Get it to invoke the approval process in Fresh when selecting manager approvalI can't :Get an email sent to the reporting manager I can not:Get an email sent to the reporting managerEver get an email sent asking for approval, whether it's to a plain email address or the reporting manager

I am looking for a way to create 1 or 2 additional fields on the Contract record in FreshService. This will better help track the Department that owns the contract record. Any thoughts?

When I clone a widget from page 1 to page 2, why doesn’t the size and location clone also. Since we can’t clone a “page”, I have to clone all the widgets from one page to the next and then I have to resize and reposition every one of them Please change your definition of Clone to mean an exact copy, size and location!

Hello Refresh Community,I am looking to see who might be using Freshservice as a way to manage their Service Portfolio. How are you making this work?Any ideas would be really helpful! Thank you,Zach

Does anyone know the best way to decommission a service request card without losing all of the ticket data associated with it?  Right now I have set it to a draft status so it is not visible to requestors but that is a potential risk of being turned back on.