Using Freshservice

Just wondering if anyone found a good way to encrypt passwords for some applications when sending a new password to a customer?ATM we give the new password (not AD as its automated) by phone but i was wondering if someone already tried password link or other API to secure the password in a reply to the client so its not visible anymore (after reading it once or expires after 7 days of not reading it)Docs - API examples | Password.link has some api examples, but I'm not sure if they are secure enough?how do you deal with password resets in your company?

https://support.freshservice.com/en/support/solutions/articles/50000000589-how-to-restrict-catalog-items-to-specific-users- Hello, i followed the guide above to restrict SR item from being displayed for several users (or allow it only for a requester group(s)  Even after updating the ‘Requester Visibility’, I (Admin) am still able to see that SR item.  Is this because I am an admin or is there something I need to do more? I double checked I am not part of that Requester group. I also tested by updating ‘Agent Visibility’ to only include a group that I am not a member of.  

has anyone been integrated Cognitoforms?  Or even be able to replace it with signature spots in Freshservice?  

I am curious how others are handling this scenario ---What do you do when an email address gets reused over time?  For example John Smith joins our company and then leaves in 2021.  Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the “Email Address” we would assign to the new John Smith (our schema is first_name.last_name@domain.com).Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester’s name associated with it but a “Forgotten User” designation.So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from tim

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view. What is everyone's practice for dealing with former employee requesters? Do you purge them or something else? What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

Hi thereFreshworks announced this in the V2 API Documentation for FreshserviceFollowing Project APIs are for legacy project management and these are not compatible with the new-gen project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen will also be rolled out soon.  Anyone knows what “soon” means? 😉I ask, because we really need this for our Projects.ThanksStefan

I want to make a service item visible only to IT, but IT aren’t requestors, so I cannot figure out how to make an IT Only requestor group.  Any help?  It seems like this would be a common thing and I am just missing it.

Hi everyone,Little question for a little problem, is it possible to disable the notification in a specific case ?I mean, for example, we have the closed notification, but in our workflow, we put something on the conversation part in the same time.It send an other notification for “update” and we have 2 mail for our user.Is it possible do disable this one only for this case ?Have a nice day !

I am about to make a new service catalog with items in it,  but unfortunately did I by a mistake not clone a template but overwrite it instead. So the Thumbnail picture is now gone - no where to be found :( Can I, in anyway find the Freshservice default Icons for service catalogs somewhere? I don´t think this will be the last time, and I really need a mobilephone Icon :D  Please help us out 

By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?

Hi Team, I have a problem that causes the requester in the sandbox instance to receive a notification. Even if all email notifications have been turned off. Could you let me know what functionality needs to be stopped from being notified to the requesters . Regards,Gobinesh.R

I want to send a notification email when the requestor on the ticket is changed. What trigger can I use in the Condition widget in the Workflow Automator? Is there a different way to do this?

Better task management, I should be able to add open tasks to my view of open tickets so that I have a single place to manage my work.  Currently you have to flip back and forth and the ‘tasks’ is hidden in a button on the top right, it isn’t even an option to put it in the list on the left.  Maybe an ‘activities’ button that would show all tickets and tasks.The way it is, is horrible and inefficient, tasks assigned to me by other techs just get forgotten about. 

Is there a way to show our business hours on the portal?  It only shows the phone number in the header:<div class="helpdesk-number {{ternary portal.contact_information 'ficon-phone' ''}} hide-on-mobile"> {{{portal.contact_information}}} </div> 

Are there any freelancers out there willing to help with Freshservice setup, such as workflows, ticketing, and portal customaization?  I don’t have enough time to do all the research and ask forum questions every day to help figure stuff out, so I just need help with setting up the system to work with our business processes (or setup new bus processes).  I can’t pay much, but don’t really need too much - just a little help from someone.

Is there a way to generate an email notification to go out on a schedule, to include multiple tickets?Use case: Our HR folks send an all staff email with the New Hires, Exiting Employees, Promotions, Transfers, etc, to include Name, Title, Date.  If we could base this email on the HR tickets from the week, it would save a lot of extra work.

We use Google Workspace with our domain being <example.com>. We want to have users email tickets to helpdesk@example.com to generate a new ticket (or tag an existing one). I’ve seen the advice “don’t use Google Groups” to do this, but I also don’t see the need to pay for a single user account just to have it forward all mail over to Freshservice and Google doesn’t support domain level email aliases.I have set up a group helpdesk@example.com and made a member of this group, examplehelpdesk@example.freshservice.com (the email address auto generated by the system) along with another test account. I even turned off “Collaborative Inbox” to avoid the problems this might pose.But when I send mail to the helpdesk@example.com address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group. Google email log report for Group delivered messageSo it seems that Google properly processed and delivere

We are new to Freshservice and we have 3 admins.  We have been thinking about how we can be sure the Sandbox isn’t overlapped with the other admins making changes.  There is no way in Freshservice to see who created the Sandbox and who is working in it.  How do you guys manage the Sandbox with multiple admins?  I want to ensure we don’t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.

Hello,We are getting ready to implement Freshservice as our internal ticketing platform. We’ve purchased the gold implementation package. What would you do different if you were starting over? Do you have any suggestions on what to do or what to avoid?

Anyone had any luck adding “Description” to the Ticket List view instead of or in addition to “Subject”?  

We are new to Freshservice, so I apologize for a very elementary question.  For the SLA Response Time, what constitutes a response?  We have incidents we have added a note and assigned an agent, but still shows pst due on response.  I am not sure what trigger marks it as “responded”. Thanks!

We’re looking for options for training our Freshservice admins on all the features in the Workflow Automator, APIs, web requests, JSON, expressions, etc. I believe Freshworks is leaving a lot of money on the table by not offering training such as this. We would easily pay several thousand dollars per person for training so we can fully utilize our system.Since Freshworks doesn’t offer this, can anyone suggest a training course that would get us up to an advanced level?

We were wondering if there is a possibility in Freshservice to hide choices in the CAB menu based on the company that the Change ticket is created for. We have multiple customers, each with their own company and their own CAB. When we want to request Approval and select the ‘request approval from CAB’ option, we always get all the CABs as options: We want to eliminate the chance that someone chooses the wrong CAB by mistake. In order to do this, we were hoping that someone knows a way to only show the CAB option of the company the Change ticket has been created for. For example: If a Change has been created with the company ‘Internal’, when requesting for approval from a CAB the dropdown to select the CAB should only show the ‘Internal CAB’ and hide the ‘Change Planning’ and all other CABs.  We are also open to other options that might help in eliminating the option to ask persons from another company for approval. 

Thought i’d share this workflow setup.Scenario: You want to set up a trigger in a ticket that adds a few days to the due date on changing specific information within the ticket. (days added can even be defined on what was changed and what was changed to)  Challenge: it is possible that the due date could end up on a weekend outside of business hours as Set Due Date as action overrides business hour settings from my testing.  Solution: using expressions with the addDays and weekday and if functions, you can specify how many days to add to the due date on a ticket while also avoiding having the ticket’s due date fall on a weekend. Breakdown:First within the workflow define the condition to that will trigger the addDays expression (example: you have a process step dropdown in the ticket, the condition looks for what step is selected)Next set up the first expression (E1) that will take the current date/time and add a specified number of days {example: addDays('{{current_date_and_time_iso}}

Hi thereCan FreshService integrate with Power Automate (Microsoft O-365)  to automate certain things? How?Thank you.