Using Freshservice

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.

I was curious how I can make a GET request of an account record based upon a "CustomField: “Value” instead of just a query value of as outlined below:sales_account /api/search?q=[query param]&include=sales_account Currently the query param does not allow me to include two values, for example: [“clientname”:”JohnSmith”, “zipcode”:”90210”] Am I over looking something such as the filter function any help would be awesome?   

How can I reject/prevent the event of the onclick of the “update” of the ticket btn?I want to raise an event in my custom app, and want to reject the action of update btn, how can I do it, thanks :)

Is it possible to create packages in the Service Catalog of individual items, e.g. monitor, keyboard, mouse, headset?

Hello,we just started using freshservice and began configuring the onboarding workflow.It works pretty good but I have 2 questions that i couldn’t find an answer to. The first one is regarding the email that is send out to the supervisor of the new hire.I dont know where to configure the mail that is sent out, so now the supervisor gets an email that just states that a new onboarding form is pending and provides the link to it. There isn’t even a placeholder for the supervisor name. Second question is about the form that the link of the mail that’s mentioned above takes you.I defined an onboarding set that lets you order stuff for a new employee, but i can’t order the same item multiple times, is there a way to make this work? After i couldn’t find an option for that, I even tried to take the easy way and put the item in multiple times but that isn’t possible since it is linked to the service catalogue. Has anybod

I have an active ticket open since this morning with support, but am curious if others have experienced this error before with the onboarding module? Does not give much confidence in going live with onboarding.   

We currently have 2 areas of the support desk, I would like to be able to customize the requester portal to only show IT tickets in the “tickets” page, and make a separate page for “HR” tickets.  This is to reduce requester confusion on 2 very separate entities using the support portal  Is there a way to customize the portal to do this?

Hi,I’m looking for a way to pend SLA timer once We have been able to provide a workaround to the customer who raised and incident. I know that there is the ability to pend the SLA depending on the status used but that won’t work for our business process. Has anyone found a way to do this by another means?TIAAndrew

Hi, I got a question from a customer who asks if it possible to add a direct link to the change calender from within the menu, or from within the dropdown menu at the top right.Is there any possibility to add a menu button in the left menu?Or to add a menu-item to the “My Work” dropdown? Looking forward to hear from you! GreetZ!Chris.

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.

Hi there. Does anyone know any CSS code we could use to try to change the colour of the announcements feature in Freshservice (front-end)? We are looking to find a way to make it stand out more from our portal banner. Or even if we could re-position it into the white space below that could also be a solution. I have attached a screenshot and included the current code for the Announcement View (under service desk re-branding settings):  {{#if showLoader}}  <div class="announcement-detail-loader">    {{> loader}}    {{> loader}}  </div>{{else}}  <div class="announcement-detail-nav">    <a href="/support/announcements" class="back">      <span class="ficon-arrow-left back-icon" role="presentation"></span>{{translate "portal.announcements_sidebar.back_to_announcements"}}    </a>  </div>  <article class="announcement-detail-container">

Hi there, I’m wanting to know if the Report an Issue page in the support portal can be overwritten with different text i.e. Report a Query instead? Please see screenshot attached. TIA!