Using Freshservice

We are exploring moving various teams to workspaces.A question for those already setup with this new feature, what is your criteria for deciding if they team should exist in their own separate workspace or if they should be a separate group within an existing business workspace? Do I lose any features or functionality by setting them up with their own WS?

I have been searching the Community forums and can't seem to find the answer to this. Is there a way I can see the number of associated tickets per Asset? For example, in the Asset list, it's be great to have a column that shows # of associated tickets, so I can see at a quick view what assets have more tickets than others.I tried to build a Report for this but wasn't having luck figuring out the modules there either.

Hi,I have deployed fs-windows-agent-3.30 (Freshservice Discovery agent) using intune and deploying the MSI as a LOB application, it says its successful however on the pilot windows 10 computers the installation fails, can’t start the required services and is missing the below form the log files.“ Error while reading  the content of the file - C:\Program Files (x86)\Freshdesk\Freshservice Discovery Agent\conf\settings.conf”I also tried to deploy in intune using win32 deployment which fails as well. Used this link for reference for the win32 deploymentFreshservice Discovery Agent through Microsoft Endpoint/Intune — Tim D'Annecy (tdannecy.me)

Hi,First thing, thanks in advance for your answers. I’m really new in Freshservice and havn’t got the tweak with Json and webrequest yet. I’ll be receiving attachments in a specific form that is very confidential and I would like to delete them automatically in workflow after sending them in secured Sharepoint folder. I found this can be done this way ;I just can’t find the proper way to create the process. How can I get the attachments ID and specify it in my WebRequest?  If you could point out the right direction to look would be very helpful :) Thanks!

We recently switched our account to MSP mode to bring our sister company onto Freshservice.  After creating a new portal for them, any email notifications sent to Requestors from the new portal (new Company) have our original URL and company and not that of our sister company. How can the {{ticket.url}}, {{helpdesk_name} and Email From display name be setup to match the portal that relates to the ticket?

I am trialing Freshservice now. I like what I’m seeing for IT but have a more immediate facilities/compliance need. I need a reporting tool for employees to report workplace accidents or dangers. Something like reporting a slip trip and fall, or a workplace hazard. I was able to build out a service request that worked for creating the fields I wanted - but this would be managed by facilities staff so in my mind it should be a case, and I want the employees handling these to have the business agent license. I also didn’t like that the end user would be submitting a “request.” They are really submitting a report of something that happened or that they observed.  Anyone figured out the right way to do something like this?  I’m wondering if I’m better off building a form in something like Microsoft Forms and having it send to Freshservice to create a case. Clunky to have a separate interface just for this one workflow though. 

Hello, I would like to add the start timer button in the agents view material bar to reduce the number of clicks needed to start the timer without clicking on Time Entries.Is it possible ? 

Hey,this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.After finding the root of the wrongly entered dates I figured this should be an easy fix. The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn’t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.The following two pictures is from the

Is there a way to force a new approval to be requested after every step in the change lifecycle?  Right now after the first approval, It lets you transition through every step as there is already an approval in the change.

Hi, I am using the Freshservice growth edition, which prevents me from scheduling reports and using their API to get the data I need. So, I am using the FreshService API to connect directly and extract all information. So far, I was able to get everything I need using the different API connectors (Tickets, groups, Sla_policies, etc.) but… I am missing the one for Survey (CSAT/ESAT).I tried with https://companyname.freshservice.com/api/v2/surveys but only got the main survey info (we only have one). I am trying to see how to get a single table with all tickets ID, their survey responses and work on a report for it.The API mentions using /api/v2/tickets/id]/csat_response for each ticket, but I would like to have a more detailed single table with all responses. Any ideas? thanks! 

Hi there, Wondering what people have done to deal with movers in a company, rather than starters and leavers. Our current issue is we are told via a standard email to the desk with not much detail, or we ask for a new onboarding requested, which does not feel right.  Anyone created a solution to sit alongside on/off boarding? Thanks,

Looking to see if it’s possible to create an automator workflow that alerts an agent if an asset’s disk space drops to a specific threshold. We have the Discovery Agent active and pulling device component info, but from my poking around it seems like the most I can do with Conditions is to reference the total disk space from Asset Fields. I’m assuming that the DA gets the info as JSON data, which could potentially be used by the JSON Parser widget in the automator builder. Problem is, I have next to no experience with JSON stuff outside of reading unpacked data outputs so even if this is feasible, I would need guidance in configuring it.

Dear all, we are currently looking at a way to set up a integration between freshservice and SignPath, has anyone tried it before? any advice on the best approach? things to keep in mind. at the moment the agent is manually adding the excel files to each ticket after being scanned by SignPathprobebly we need an API call,i found this already on the website of Documentation - Build System Integration | SignPath, but would like to get your feedback or ideas or inputs, as im not sure if there might be an easyer way. (app)

With the new resolution tab, is there a way to force that box to contain a value in order for the ticket to be closed?

We have informed users that when they submit a ticket via email they should include a detailed description of the issue. However, some users continue to submit tickets with details in the subject line and nothing in the body of the message other than their email signature.How I can create a workflow that responds with an automatic message when requests that lack a description are created? 

Hello everyone!This is my first post on the forum, so please excuse any mistakes I might make.My manager has requested that I create an Excel report of all "Company" contacts, including some information that is not available in the platform's export function: While I understand that it is possible to do this manually, we have over 70 registered companies, and doing this one by one would take a significant amount of time that I could potentially save here.My question is: Is there another way to obtain this report? I need to:Catalog all of my clients in a spreadsheet, including their respective groups, each state (UF), city, address, contact email, and contact phone number.If you use any tools, APIs, or if it is possible to request Fresh support to genera

HiI have a multiselect field on an Item in the Service Catalog and would like to show field\s based on what is selected from that field.I cannot find the Item in Business Rules - Conditions. I am presuming I should be selecting Ticket Forms. Item?The Item in the Service Catalog is called IT Starter Request and the multiselect field is called Application Access (click on each one to choose multiple).Thanks  

Is there any recommended plugin or settings to be used to reduce the unused CSS and JavaScript errors in WordPress? Especially for mobile audience.

I've been working on a WordPress website, https://gratuitycalculate.com and I'm concerned about the amount of unused JavaScript impacting its performance. What strategies or tools can I use efficiently to reduce unused JavaScript on a WordPress site? Are there specific plugins or manual techniques that have proven effective for you?

I'm currently working with a multiselect field in our system that captures employee names. My objective is to extract the email addresses associated with these names and then individually process each email through the Okta Orchestrator App to 'Get User with ID'. I aim to automate this workflow and integrate it with Freshservice. Given the complexity of parsing and processing the data, I believe the Expression Node might be the right tool for this task.Could you provide guidance on how to accurately parse the employee emails from the multiselect field and subsequently automate the process of retrieving user information via Okta in Freshservice? Specifically, I'm looking for advice on whether the Expression Node is the best option for this process and, if so, how to effectively configure it to meet our requirements.

Hi Everyone,I’m an IT Service Delivery Manager, experienced with Cherwell ITSM, Zendesk, and a Jira Service Desk administrator in a previous life. I’m new to using Fresh Service, I’ve had some training, albeit limited to certain modules and certain features.My question that I’d like to ask is:I have 2 workspaces, one for “IT” which serves as the primary workspace. We have created a new workspace “Asset Management” because there is another entity in our group of companies that wishes to use Fresh too. We believe that there is a lot of benefit of them joining the fray, so I create a workspace for that business. I have also created a seperate CAB for the new workspace to utilise and added the relevant agents from that business who I want to be members.What I’m wanting to do is to have a Change Management Process for the IT workspace that I have, and then to have another seperate Change Management Process for the new workspace I have created. For clarity, whe

Good morning,I am new here and hope you can help me.We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?Hope to hear from you, thanks in advance.Greetings Maikel

Hello all,I have a request to show more information in the requester-widget “Requester information” in Freshservice in the agent portal.We have additional information fields synced by our active directory to the “Requesters” that should also be shown in the widget to have easier access to those data. How do I get those information to the widget? Best regardsMatthias 

Hi guys,Im using FreshService in MSP mode because i need multiple customer’s portal.Do i have a solution to make possible to add customer’s agent I need them to treat and see only their own company's tickets.Actually i do it with groups and a workflow saying : If a ticket’s incoming from this company then assign it to this special groups “Company Agents”I would like to do it with a better way like Workspace but it is not possible to have Workspaces in MSP mode.Thank you for reading and answering this,

Trying to find out if there is a way to create a large amount of tickets via an import of a CSV file or some other method in FreshService that I’m not aware of. Doesn’t need to be a full automation as this will not be a regular or frequent occurrence, I just don’t want to spend the time to manually create over 200 tickets if I don’t have to.