Using Freshservice

We would like to customize the Freshservice Plus (+) menu at the top right corner to add contacts or other shortcuts we use frequently. Is this possible today? If so, how?regards,Ronny 

Hi Anirudh We are facing issues while updating Major Incident tickets. See the below postman call   Here is the update URL we are usinghttps://d3v-devopsintegration.freshservice.com/api/v2/tickets/1244Its a PUT call Here are the request params we tried {"type":"Major Incident","tags": ["devops","azure_4237"],"custom_fields": {"paragrah": "1","devops": "4237"}} and we also tried {"tags": ["devops","azure_4237"],"custom_fields": {"paragrah": "1","devops": "4237"}}   Please help us on this on urgent basis Let me know if you need any other additional information Thanks 

Within Freshservice: Upon submission of a ticket, the requester lands in the ticket. Has anyone determined a way to configure the platform to return the requester to portal page?  

Hey, everyone!I wanted to see what integrations with Workday people had, and how they’re leveraging them within Freshservice. Internally we’ve been told by the team that manages Workday it’s not possible but I’m unsure if that’s due to a lack of integrations or lack of knowledge around the product from the team. Thanks in advance!

Hello,My case is that I try to test an API to get the agents data:  /api/v2/agents/[id] But, this returns me the different IDs than I have in the system. I am doing something wrong?Thanks

Hello :)I have a strange case. I need the mail of the agent who add a time-entry, and also the mail of his reporting manager, too. So, I have a workflow which looks as:Get ticket agent(who did the action) ID with API JSON Parser of step 1, and safe the mail of the agent, and the id of the agent(step 1) manager Get the manager ID(of step 2) Get manager mail by API(of step 3) JSON Parser of the manager mail(of step 4) Send email to both(step 2-agent mail), and (step 5-manager mail).Unfortunately, I dont know why, it sends 2mails to the agent, and only 1-the right to the manager.By agent, I mean the person who did the action over the ticket(in my case-add time entry), and I want to get his manager to.Is it works by default this way? I want 2 different mails to be sent to 2 different people.Thanks!

Hi all,I would like to amend the purchase order form/template to show T&C’s. I have added the field, but I would like the T&C’s to show permanently and not have to be typed/pasted in every time as our Facilities department will be using it a lot.I already reached out to support on this to see if there was a possibility they could change our template but they couldn’t unfortunately, so I’m hoping someone on here has a creative idea they have done themselves.The only way I have found to do this is by adding a dropdown but it’s not very sufficient as it’s all clogged together due to being wrote in one sentence since it’s fitted in to a single option on a dropdown field, and it’s pretty long.Thanks in advance,Elisha

Why doesn’t the FreshService HTML editor GUI support Named Anchors?  I understand it is possible to do this via the code view but this would be a huge boon to complex Solution articles and many of our junior team members are not prepared to edit these manually. I submitted this as a feature request years ago and it still hasn’t been integrated? I consider this to be a huge feature gap and wonder if I’m alone here.

HiWe have recently decided to move our process driven task lists from SharePoint pages to Freshservice Scenarios. Examples:New starter Leaver Lost device Redeploy device Decommission device Staff department transfer etcScenarios are ideal for us as whilst we want a request like the above to come from a Service request capturing all the details we need, It could be an incident ticket, phone call etc. Agents receive a ticket and find a matching scenario to get a nice list of all the tasks involved. I can really see this adding efficiency to what we do and audits the fact our team are following agreed processes. We have Service Requests for the majority of the above examples and would love it if via workflow automation, we could add the same tasks from the scenarios automatically to the Service Requests. I don't want to maintain 2 separate lists of tasks and there is no out of the box way of triggering a scenario from a workflow automation. I'm wondering if there is some sort of clever ap

Are there any plans to introduce improvements to the current PowerShell App in FS Orchestration.  The current one uses an inordinate amount of system resources and is essentially useless for any non-local work.My team has an established library of PowerShell-based automation scripts which simply cannot be used with the current app.  Why can’t we leverage these instead of needing to essentially recreate the workflows via your AD/Azure apps?  I see many have had to resort to using Azure Automation webhooks (which isn’t a bad idea) but wonder why this poor PowerShell implementation has received no attention despite the ravingly bad reviews (see Reddit).

Hello,  Under Service Request, a button to submit says ‘Post Request’ instead of ‘Submit’ unlike ‘Issue a Ticket’ page. (We are also using the new ‘Home Page Designer’) Is there a way to change it by any chance to ‘Submit’?  Just for testing, I inserted this code in ‘Page Layout’ which sorta does the job but not perfectly (One issue is it will say ‘Post Request’ temporarily before changing to ‘Submit’. <script> window.onload = function(){ var service_request_page = document.getElementById("service-item-request"); if (service_request_page !== null) { $('.place-request-footer input').val("Submit"); } };</script>  

Hi, Can someone please explain what workflow I would use for a specific team to be notified of every/any update to a ticket - I have tried using this and it does not seem to work. I am looking for the team to be notified even when the ticket is not assigned to an agent. 

Does anyone know the Configuration key for Helpdesk URL for Freshservice mobile app?We are deploying the app on end user mobile devices and need to auto-fill the Helpdesk URL.Thanks  

Hi all,I have created some items in the Service Catalogue for Hardware provisioning. One of these items is for instance a Work from Home set in which the requester can select related items such as monitor, keyboard, mouse, headset etc….Now, we also want to generate documents based on the submitted items. I have managed to generate a document now but it only comes up with the Master item and not the related items. We need to capture in the document also which related hardware items have been provided. I am currently using this: So question would be if there is a placeholder for the related items: 

I have a requirement to filter the Service Catalog Groups based on subgroupings on the Sidebar. I understand I need to do this based on the Tile the user clicks on the homepage. Clicking on this html tile brings me to the Service Catalog screen. I know I need to use jQuery to filter the attributes down butHow can I capture the tile that was selected on the previous screen on the previous screen How can I populate a custom attribute to create a subgroup of Service Categories which the jQuery can filter on. RegardsStephen

Hello,We are trying to prepare an workflow automator, which will close parent ticket, when all related tasks are closed, but so far we didn’t find a way how to prepare condition, which on task closure will check all tasks related to the same parent ticket and if all are closed, to automatically close the ticket. Did any of you have such problem and maybe found the solution? It looks like quite obvious thing for such tool, but so far I didn’t find any solution for this problem. Thank you in advance.  

I did some changes on our Support Portal and added some links to applications. However, whenever a link is clicked it will not open a new tab. I would prefer to open a new tab instead of straightly going from the Support Page to the linked page. Any idea how i can  achieve this?Thanks in advance and regards,Maarten

Hi,I am wondering if there are any other Councils that are using FreshService?We’ve been using FreshService at Kempsey Shire Council for the last 3 and a half years.We have come a long way and have since added 7 Non-IT Departments to manage tickets/requests.It would be interesting to find out what other Councils are using FreshService for and possibly get insights off each other on how to improve our services to our customers.Look forward to hearing from you.Jim DumayIT Support OfficerKempsey Shire Council.

We upgraded from Freshservice Pro to Enterprise because of the Sandbox option.What is better than changing and testing than a sandbox instead of your day2day production environment?But I noticed that a lot of data/settings are not equal in production and sandbox. A lot is missing or not replicated.How is it than a ‘TEST’ environment? How can I test without it being identical?Can anybody explain this?

The second screenshot in https://support.freshservice.com/en/support/solutions/articles/219453-creating-satisfaction-surveys-for-your-it-service-desk seems to indicate the functionality of having multiple answer type questions. The example shown has a question "What are some of the things you liked about the support experience?". This indicates the desire to have the customer select at least one option in the survey however if you build a “choice based” question exactly like this, you can only select one of the options. Has anyone had success building a multiple answer survey question?

Hi, we use German as language, when someone delegate approvals the info mail is in English and there ist no way to change it.. does anybody know a solution for this problem?  Thanks a lot!  

Apologies if I’m missing something, but I have searched and cannot find an answer.We have two workspaces in Freshservice - Facilities and IT. An ‘Agent’ in the Facilities workspace submitted an IT ticket but cannot view that ticket in the ticket portal because she’s an “agent” on the Facilities side. It tells her she doesn’t have access to view the ticket, and it doesn’t default her to the requester ‘portal’ view. Is there a way around this I’m missing? 

Hi. Is there a way we can re-size the tiles on the portal page and customize them without a logo? Please see example of what we’re trying to achieve below (refer to OR tile):   Thanks in advance. :)

Hello All,I am pretty sure somewhere down the line this is going to be user error (LOL) but when trying to run a basic Get User in the AD Orchestrator I am getting the following error and havent been able to figure it out. Any input would be appreciated. 

Hiya, First post. Does freshservice have the ability to allow end users to select from a dropdown of ticket templates created internally? This would allow repetitive tickets to be more uniform and easier to follow by my technicians. Cheers.