Using Freshservice

Hello all, I have the following use case. We run an internal IT support for our company with offices in different European countries. I have created workspaces for the different countries. For the use case, let's take Spain and Germany as an example. There can be tickets that are created in Spain (and also with Spanish content), but are processed at 3rd level in Germany. If we simply move the ticket between the workspaces, the support staff in Germany will have a ticket with Spanish content and a Spanish reporter. (Note: the spanish support staff do not speak german and the german support staff do not speak spanish)Is there a good workaround to create a kind of internal copy for a ticket that is translated into English by the Spanish support staff and then moved to the German workspace? Or are there similar use cases in other countries that have been solved differently? Thanks in advance for your input and sorry if

Hi All,Is there a way to make an Approver of a Change Request into a Must Vote Approver.The only options appear to be for: Whilst this is ok in the main, I do need to have a MUST VOTE approver for some of the changes that go through our system. This is normally based on the the Area of the change request. Currently I use MAJORITY as no other option really suits, however this can allow a change to get Approved for implementation without the correct variation of voters, or the person in charge of the department doesn’t get a chance to vote as the majority has already Approved the change.This is a must have for me and used to be available in our last system.

Looking for a metric for when a ticket is opened to the time it is first assigned. OLA would be 95% assigned within 15 minutes.  Ticket opened at 8:00 AM Ticket assigned at 8:05 AM Ticket meets OLA.How can I create this metric within Freshservice?    

Hi there,who knows what MS Teams permissions in a M365 tenent the Freshservice MS teams Collboartion requires to initialize?after Clicking Install a MS login prompt appears telling me to have an Admin privilege missing: please advise what permissions the user needs to have in Azure? is there some Manual on how to setup the azure side for this?thanks, stague71 

I am an Admin on our Freshservice.  I created a dashboard and assigned it to one of our Agent Groups for the Group Manager to be able to edit and make a Team Specific Dashboard.  The manager has a Supervisor Role.  He does not have an edit option for the dashboard.  What permissions are needed to edit and customize a dashboard?  This is not the analytics, but the dashboard 

Hi,We trigger approval requests on change tickets through workflows. Agents that have edit access on changes are having the ability to add additional approvals and this is perfectly fine.BUT the same agents are also able to cancel approval requests on the same change even if they are triggered by the workflow and this is not good at all. Ideally, a normal change agent with edit rights should not be able to cancel any approvals at all unless they have manually added it them self.Is anyone having the same issue and have any good solution to it?

Hi All, Freshservice is not really in to configuration management but more in to asset management.But I need an analysis or other way to generate an overview of assets (ci’s) and the related assets (ci’s)And if it is there their history of relations.I might ask to much from Freshservice but I know other tools do have this so maybe….Regards,Eric

Hello,I would like to know in freshservice, how can I do a list view by service item ?This field does not exist in filters.Can I add this field to use ?I need to know tickets by service items.Thank you.

Hello everyone,We are using Freshservice in our company, and have onboarded recently department outside of IT to use Freshservice (eg: People, Legal etc.).This led to the creation of new groups, including restricted groups.I receive question from users of those groups as they “lost” access to some tickets (I guess by re-assigning the ticket to a restricted group they don’t have access to, maybe by mistake).I’m curious to know if there is a way, as an admin, to know to which group a ticket is currently assigned?I don’t care about any details of the ticket, but only the group is currently assigned.The only information I have is the ticket ID.I’ve tried via the UI or the API (get tickets detail via ticket id), but as the group is restricted (and I’m not part of the group), I can’t access the information.Thanks,Matthieu

Hi all,I have a question that hopefully somebody can help me with. It doesn’t seem possibile to search through custom fields on tickets. Or at least, my customers can’t search for text stored at custom fields through our Freshservice portal. Is this correct? Or can I make it work in some manner?  

We use a couple of Service Items with bundled request - they requests although related to the parent ticket, are not being dealt with at the same time.  When we close the parent ticket, the child (bundled tickets are also being closed) is there a way to stop this happening? many thanks

Hi all,I want to limit the possible choices in a Service Request form for our requesters to chose from.how can i apply a filtering to a drop down element, that has “Assets” as its data source, to e.g. the Asset state?i only see filters for Asset Type, Department and Location.any ideas? Günther 

IN the Service Catalog, you can select for additional items to open a child ticket when selected, which I am grateful for.  The issue is though, the “Requestor” on those child tickets is “System”.  How can we make the requestor be the same on those child tickets the same as the parent when automatically opened?

I’ve got 1600 items in inventory-trashed some of which need to be restored and some that need to be deleted permanently. I’ve created a csv of the items I want to delete permanently...is there a way to use a csv to bulk delete those items or do i have to go through one at a time?

Simple request, please.How do I write a webhook that changes the requester’s email address, when a ticket is raised, to a specific, pre-existing requester email address. example, change from my email address (i.cameron@abdn.ac.uk) to a generic address, in this case, unknown@abdn.ac.uk we used to have this working but suspect change to APIv2 has broken it.   

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 busine

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?