Using Freshservice

I have about 2500 contacts with a primary email address that has changed.How can I change the primary email address without creating a new contact.I tried just import a csv where only the primary email was changed and it created a lot of new contacts.Any suggestion is welcome.

Having a frustrating issue with the “Use Agent names for Personalized Email Replies ?” option in Freshservice.  We have the option enabled, but when we reply to a user from the ticket, the email the user gets is from the Helpdesk Email address, and isn’t showing the name of the agent.However, it’s only not working within our corporate email in Exchange/Outlook.  If I send replies to my personal Gmail account, or someone else’s personal Yahoo account, the agent name is shown.I submitted a ticket to Freshservice support and they said the issue is on our end, and I agree, and I assume there must be some Exchange/Outlook config preventing this feature, but I can’t figure it out.  Does anyone know what could be preventing this feature from working in our environment?

Hello, Is there a way to share the values selected when you have bundled SI? If you have a bundle for hardware like phone, computerExample, Location, payment information added to the main SI need to be added or updated in the child SI as they go to different groups. I can get the SI information using API but can’t see a way to update them. If I would use a WFA to update the fields afterwards. 

how to configure SAML SSO with ADFS

Hi, Following an annoucement of support for VMWare VCenter 6.5 and 6.7, I would like to know if there's a roadmap for VCenter 7.0 support.https://support.freshservice.com/en/support/solutions/articles/50000003772-freshservice-cloud-discovery-vmware-vcenterFreshworks support confirmed it was not supported yet. Best Regards,François 

Hi,Does anyone know how to switch between announcements on the portal?I setup 2 announcements, but only 1 is displayed and users need to click on “view all” link to view all announcements.I am able to customize the announcement banner with colors blinking and I setup it to stay at the bottom of the page:Anyone know how I can can switch from 1 announcement t the other announcement each 5 seconds for example?Thank you so much for your time​​​​​​​

Is there a way to have a combined view of all my tickets, projects that I own and tasks assigned to me? I use all three components of FS and really would like an easy way to see everything assigned to me and/or that I own (ticket or project). 

Hello,We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.Is this currently possible? TIA

Hello, We have a need to send specific forms from Freshservice like a form for a credit card. The employee needs to fill out the form and sign it before a credit card can be issued. I am looking for a way to send the form and allow for it to be esigned and returned back in to the ticket.Has anyone done this and how? Mike

See, title, I cannot find the permission within any agent role for create a new vendor. The button is there for full admins but not for a asset management adminSee image below:  

Hello,I've been working on some integrations between freshworks and azuredevops pipelines using the freshworks api v2, but I 'm getting errors everytime time I pass a planning_fields item.Couldn't find info in the documentation regarding updating these, could anybody send me an example of a json body to pass in the request to create a change request wich includes planning_fields values?Thanks,Orlando

What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!

FreshService uses several phases in the CM process.  OpenPlanningWaiting approvalPending releaseetc. But I cannot figure out how to change these. I want Development, SIT, UAT, etc. Not the default ones. How do I add my own (custom) CM phases?

The modern service desk is our most recent delivery of improvements to the tickets interface that gives you the chance to gain additional usability, which in turn helps increase performance in the company workforce.Make use of a more flexible style, thanks to the increased usage of white space, as well as more uniform spacing and font, which results in less cluttered navigation. We have now included a sticky tab that will bring up a new menu titled "Details" to make it easier for you to go to additional things regardless of where you are in the scrolling process. Therefore, you won't have to search high and low any longer to get the description of your chat! You may move on to the next activity in a flash utilizing the rapid hop navigation bar. Determine at a glance if a ticket pertains to an incident, a problem, or a change with the addition of a priority badge that contains module icons. You can see the description right away when viewed in tab format. Our most recent modifications t

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

 I am currently investigating the best approach for building a service desk system for multiple departments (e.g. IT, HR, Facilities etc). One requirement that we have that identified is that we want to have different configurations for each department (e.g. different email address and portals). Also we want to keep some of the content confidential (e.g. HR tickets should only be seen by the HR department).We are currently interested in finding out whether we can use MSP mode to do this, or whether a better approach would be to use different instances of FreshService, or whether there is another approach that we haven't come across yet. Does anybody have any views on the best way of setting up service desks for multiple departments in Freshservice?

Does anyone have any suggestions or example business rules they would be willing to share around setting viewable groups based on logged in Agent groups? We have several agent groups and there is a lot of cross team visibility as observers. This seems to be impacting our business rules around setting viewable groups. We have a lot of different departments using Freshservice and don’t currently have Workspaces enabled (but hopefully soon). For example, the Finance groups don’t necessarily need to have the Agent groups for other technology teams showing so we have business rules limiting the groups they see.  Thank you!

Is there a way to activate many requesters in bulk? Due to some unrelated work (I think), I have around 300 requesters that are currently deactivated in freshservice, and I want to re-activate them.

Hi Folks,For one of my clients , they wanted us to set us a same password for all of their requester so that when their requester are logging in to Freshservice account , tool shouldn’t ask them to put their email id & password..Is it possible to do the same in tool. And please explain us how does that magic link concept works in freshservice.

 I wanted the 'Last Name' not mandatory and 'Title' as mandatory, I already modified the field properties as shown below:  However, when adding a requestor, it's not reflecting. Like Lastname should not be mandatory but the title instead. Am I doing something wrong? Please advise.

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

Hi all, when I create a contact in Freshservice an activation email is send per default. Users have to confirm that this is their email.We work not with a person as a contact but a branch office. Most of them have no unique email address. What I do is a generate a fake email address because this is mandatory.They can not validate the address because … I do not have to explain. 😂Are they able to see their tickets in our front-end without an confirmed email (login) address?If not is there a solution for this?I am grateful for all solutions.Eric

User acceptance in freshservice when asset is allocated.

We lost the virtual “signatures” on our POs when using Freshservice vs. our prior digital PO platform (sharepoint O365 infopath forms).  We need to be able to show an approval name and date on our PO’s to be able to use them with our vendors.  Ideally we could implement real digital signatures, but an “e-signature’ that is captured through the existing approval requests is fine as well.