Using Freshservice

I would like to be able to set the category and two of my custom fields (Root Cause, and Solution/Resolution) to indicate that the ticket was merged for metrics.I think it would be great if we could do more customization for what happens when a ticket is merged.

An agent cant see a dashboard with many widgets, but they are visible to all agents?Have those errors:Response due Tickets Widget's data is inaccessible due to the widget's filter settingsUnresolved Tickets by Assigned to Agents Widget's data is inaccessible due to the widget's filter settingsAny idea?

Happy New Year :) I have a question regarding the holiday list we can import in Business hours. From where Freshservice gets them? I want to ensure the list is valid, thanks!

How can I make the Planning section of a Change mandatory before requesting approval is allowed? Currently, an approval can be requested without filling out any of the Planning section. We need the full details to go to the approver.

Hello, We re-image and repurpose laptops at our firm. These laptops were in FreshService and then re-imaged. The image includes the FreshService agent.If the laptop was already in FreshService Inventory, what happens after it is re-imaged? Will it check back in and update its old record in inventory? Or is it best practice to delete the old laptop record before re-imaging the laptop?Trying to avoid duplicate entries in FS for obvious reasons. Thanks for any guidance. Joe

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"],"custo

Hi,  We’re about to start on our deployment of FreshService and in particular the Service Catalog functionality through the user portal and I’d love to hear any interesting stories from deployments or unique customisations you applied to your environments to better serve your users and make it a compelling destination for them to use and self serve. For that matter, any pitfalls that caused frustrations or blockers to adoption so we can learn from those too!  Thanks in advance, Paul

I have a use case where our Freshservice contains a lot of requesters that are not employees within the company, usually due to employees using their private mail when contacting us. Therefor I have setup a Requester group which filters out the employees based on their e-mail domain. However, when I apply this filter to a Dropdown list, with a Data source, and choose Requesters to use the group, it removes all agents from the list.This creates the situation where I have to create Business rules for forms for each Service Item and have a separate field for Agents. What I am looking to do is to have a single user field, which is searchable, where I can filter the users based on their e-mail domain and still list both requesters and agents, is such a thing possible?

Currently the user can give feedback whencreating a ticket and filling out a survey providing feedback though the Solution Article FeedbackHow can we achieve that a user can provide general feedback or ideas directly from the front page?Maybe with a custom button? Or is there any other way?

Within the use of Freshservice has anyone used the solution to track product backlogs for an IT team?  Initially considered creating a service request item called IT Backlog and would use this as a vehicle to capture work items.  These work items are operational in nature; not project work.  However, want to avoid these items to be governed by any ticket SLA.For example, the SQL Administrator has a set of research tasks some of which he will work on now and others at some point in the future (date tbd).Historically, the team has not made use of any agile type solution to track backlogs.Curious if anyone has made use of the Freshservice solution to do so and if so, how.

Hi all,Is there a way that we can search for all the configurations where we have used for example a given user.If i search somewhere so I can view all the places I use it like BR, Workflows…Asking because sometimes I have the case to change/replace a given user I am using in workflows, so will be amazing if I can search for only workflows where I use it,Thanks

We sync our requesters from our AD using the Discovery tool but whenever a requesters email is updated, all administrators within our organization receives an email. Is there any way to turn off this email or at least limit it to selected administrators?

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"],"custo

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 tr

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)

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