Using Freshservice

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 whe

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 a

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 specifi

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

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!!!