Using Freshservice

I am new to Freshservice and still trying to get around the configuration. I’ve been looking at some of the third party integrations (e.g. AzureAD Provisioning) however they require an API key.If I follow the instructions to get my API key - select my Profile Picture (top right) > Profile Settings on the right hand side there’s a heading Your API Key however underneath there’s a message that says:Your API key is disabled. Please contact your admin to enable it.I am the organisation admin for our account so I assume I have the correct priveleges, and I have been searching the documentation and the internet and cannot for the life of me find any information on how to enable it, other than ‘speak to your admin’…If someone would please shed some light onto this that would be amazing as it’s increasinly frustrating that I cannot locate any information - and starting to tarnish my opinion of what appeasrs to be a good product. I am sure it’s something simple that I have missed!!Thanks

We are thinking of adding our Device/Asset Terms and conditions into FreshService and have seen an article about creating a Document Template and linking this to a Service Request however I would like to know if and how others are doing this? I have managed to create the template and the service request but don’t see how the process would work to get the end user to “accept” the terms and conditions and some how record their acceptance or acknowledgment. I’m also aware that we have the ability to add an e-signature for the user to sign the document but this will require us purchasing additional licensing for this. Is anyone using this function of FreshService in a similar capacity? I would love to hear how others have their processes set up.

Guys, I’m really wondering if I’m the only one who’s seriously annoyed with the way notifications pop up and block parts of the screen?  Like, I’ll update a ticket, and i get a flyover announcement that I updated the ticket.  I delete a task, and see a notification that the task was deleted.  So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen!  Every time I go into the admin section lately, I get a flyover menu to select a workspace.  But I am not using workspaces, so there’s only one choice, and it won’t go away until I make a selection.How can I turn these things off, or reduce the amount of time they’re displayed?  The helpdesk is not able to give me any help.In the words of Freddie Mercury:  “I’m going slightly mad” 

Service Catalog field properties allow for conditions to filter data sources.  However, there is no “Is Not” operator.  Any ideas how we can filter the field data source to exclude records? In our Service Catalog, we have a form for ERP access.  There are several divisions within our ERP system and several regional security groups that must approve depending upon which divisions are selected. We prompt the requester for their Home Region, then display all divisions available within that home region.  We are using a custom object which contains the divisions and their respective regions. On the Division multi-select field properties, we have created a condition where the Division Region is the Home Region the requester selected on the form.We would also like to display a separate multi-select field with all divisions NOT within the selected Home Region to allow them to select others, which require different levels of approval.  As mentioned, the Field Properties condition allows me to f

We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.Process would be:Scan QR code User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc) Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue.  Ticket is then routed to the correct team dependant on the workflow behind each answer.My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how. TIA

I have a production hall where the employees only have a mobile phone. They need to quickly and easily be able to create a ticket using a QR code from their phones in case of a breakdown of equipment The ticket should only contain their mobile number and an optional field for entering a description of the problem. I understand i can create a service desk item and link a QR code to that item and later convert it to a ticket. But this requires the requester to select him/herself as a requester and this is what i would like to avoid. I just want them to identify a callback number. Can I do this, and how? 

Hi everyone,I was looking into different bulk suppliers and came across Apparel USA Wholesale. On paper, they seem to offer a wide range of clothing at decent prices, but I’m not sure about the quality or reliability.Has anyone here worked with them for bulk apparel orders? Did you have a good experience, or are there other suppliers you’d recommend instead?

Is there any ability to re-order Project Tasks? Maybe it’s been added since the last topic in April, or it’s on the roadmap?I can see that this has been a missing functionality for at least 7 years, requested numerous times, but since it hasn’t been added yet, I’m going to ask for it again. This is an important feature and not having it takes the PM feature from pretty good (fantastic as a part of the whole) to marginally useful. It’s like if MS Word made you define the page and margin sizes when you created the document and prohibited you from ever changing it again afterward, forcing you to recreate the document from scratch when you realized you needed to make a change.Common, guys, this is an IMPORTANT feature. I’m starting to make my team use this, and this missing item is going to create problems for me. It can’t be that hard to implement. Let me know if I’m wrong and this has been added, and I’m just missing it somehow.

Has anyone checked out the updated Texas Roadhouse menu with prices lately? 🍴I was just browsing through it, and it’s packed with all the classics we love — juicy hand-cut steaks, ribs, burgers, and those famous warm rolls with cinnamon butter. 🧈 The prices are still super reasonable, and they’ve added some great new family meal bundles and early dine specials that make eating out even more affordable.Their Herb-Crusted Chicken and Family Sized Chicken Critters are still top picks for me, and the dessert lineup (especially the Big Ol’ Brownie) is impossible to skip. 😋If you’re planning a night out or just want to see what’s new on the menu, check it out — there’s definitely something for everyone. What’s your favorite thing to order at Texas Roadhouse? 🤠🥩

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Hey everyone,I've been exploring different trading strategies lately and came across the concept of copy trading signals. The idea of automatically mirroring the trades of experienced traders sounds appealing, especially for those who don’t have the time or confidence to trade actively themselves.However, I’m curious about the real-world effectiveness of these signals. How reliable are they over the long term? Are there certain platforms or traders that have proven consistent? And what are the risks involved — particularly when market conditions change rapidly?I’d love to hear from others who have used copy trading signals. Have they helped you grow your portfolio, or have you had mixed experiences? Let’s discuss the pros, cons, and best practices to get the most out of them.Looking forward to your thoughts!

In the fast-paced world of online gaming and competitive digital environments, every millisecond counts. One crucial metric that often determines a player’s agility and responsiveness is their Clicks Per Second (CPS) score. A CPS Test, also known as a Click Speed Test, is a simple yet powerful tool designed to measure how many times a user can click their mouse or trackpad within a given timeframe.Initially gaining popularity among gamers, particularly in titles like Minecraft where rapid clicking can significantly impact Player vs. Player (PvP) battles, the CPS test has evolved into a widely recognized benchmark for mouse dexterity. Beyond gaming, understanding and improving your CPS can enhance overall computer proficiency, making everyday tasks more efficient. This comprehensive guide will delve into the intricacies of the CPS test, its benefits, how to calculate your score, advanced clicking techniques, and much more.How to Take a CPS Test: A Step-by-Step GuideTaking a CPS test is

Hi all i want to close all connected incidents if i close a Problem. there is a default workflow but this is not workingi have to close the incidents by hand, after this i can close the “problem” - how can i fix this  

Hi everyone,I’m exploring the idea of contributing guest posts to other blogs in my niche to increase visibility and build backlinks. I’m curious about best practices when it comes to guest posting.How do you usually approach blog owners? Do you focus more on quality content or networking first? Are there any common mistakes to avoid, like overly promotional content or poor topic selection?Additionally, how do you track the impact of your guest posts on traffic or SEO?Any tips, personal experiences, or resources would be greatly appreciated!

I try to create a new Service Catalog Item, i want to use the Custom Field “URL”.But all i got is a simple Textfield, without a link or the opportunity to insert a link

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I am using the Changes module to track IT change requests and its workflow from Request initiation to Go live with multiple stages in between. I want to find out how much time was spent in each stage of the workflow. This is similar to the time spent in tickets module. But i cant find a equivalent for the changes module. If i could get the activities details through an API that would be the best, but dont find an API that would get me the activities details for a change.Any Ideas ? 

every time you folks at FW put out a new feature, it consistently has some elements that make me wonder who the heck is approving program design over there.  Today’s frustration:  exploring the new Journeys.  There’s a form widget to add attachments, but you only allow PDF, TXT, PNG, or JPG.What do you guys have against word docs or excel spreadsheets?  Why place any restrictions at all?All of my onboardings are documented using Excel, and while I may or may not agree with using excel this way the point is this is ingrained into my company’s process, it’s not going to change.  So I guess this is another “improvement” that we won’t be able to use over here.I would discuss this with my account reps, but (once again) they seem to have disappeared.  I can’t bring this up to the so-called Insiders program y’all invited me to, I have not gotten a response to my request for a call since May. FW had me in a “top contributors” group that met, I think, twice last year and nothing since.  Serious

I'm exploring options to strengthen my U.S. residency application and came across IMG Helping Hands. They seem to offer clinical rotations, research modules, and ERAS support for international medical graduates.If you've worked with them before (or know someone who has), I'd really appreciate hearing about your experience — especially in terms of: The quality of rotations or research projects How helpful their ERAS or interview support was Whether their programs helped with getting interviews or matching Any feedback, good or bad, would be super helpful. Thanks in advance!

Hello everyone,I’m looking for advice on how to optimize reception services using Freshdesk. I’m curious about how others manage visitor interactions efficiently while keeping communication seamless across email, chat, and phone.I’m also interested in how automation features can help streamline tasks like appointment scheduling or visitor check-ins, and how reporting tools can be used to monitor performance and improve service quality.If you have any tips, best practices, or personal experiences using Freshdesk to enhance reception workflows, I’d love to hear them!

Hi all is there a way to add auto. for every PO the same Approval “Group”?for every PO our CIO has to approve  

Hi everyone,I’ve been noticing something odd with how SLA due times are calculated in Freshservice.Even though I’ve set up proper business hours (8 AM to 5 PM, Monday to Friday) and selected the correct time zone (Chennai GMT+5:30), the system still shows SLA response and resolution times that fall outside those hours — like late evenings or even overnight.I’ve double-checked the SLA settings and made sure business hours are selected (not calendar hours), but the due times still seem to be calculated in real-time rather than pausing outside working hours.Just wanted to check — is this normal behavior? Has anyone else run into this? Would love to know if there’s a way to make SLA timers strictly follow business hours.

Greetings!My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

When attempting to resolve a ticket I select send and set as resolved. It takes me back to the que and the ticket is still open. I have to switch it to resolved again. This sends out to resolved emails to the requestor. I use to be able to send and set as resolved. Please help