Using Freshservice

Is there a way to add in a custom field or two into the Purchase Order Detail Line?  For example a Comments/Notes field related to that particular item, rather than the entire PO?   Often times a PO has many items that are related to different GL codes, so to tag each product with its own GL Code would be helpful. I am aware of the ability of adding in Custom Fields into the header of the entire PO, but looking to add it into the detail of each line.  

is there any way to control the sort order of tasks that are generated within a service request?  They seem to only appear in the order received, which isn’t always efficient. Is there any way to expand the text of a task within the list display?  Many of my tasks get truncated and you have to open the task to read it. Will there ever be a dashboard that would show a fully navigatable list of open tickets and tasks in the same screen, much like the current tickets screen functions?  

I have a project Setup in the Project Management Module of the Fresh Service with Tasks and Sub-Tasks along with Scheduled Start and End Date/Time.Here is what is am looking for:Based on the schedule of the Sub-Task, It should automatically create a SR request and assigned to the appropriate Group. For example, There is a Task to Run the VM Scanning every month on 1st. Hence, i created a Task Called VM Scanning and created a 12 Sub-Tasks for each month. Each Sub-Task is schedule for 1st of respective month and ends after a week. So, Is there any way that every month on 1st, at 08:00 AM a SR can be generated automatically and a respective Task is attached to it, and assigned to a group to work on it. As soon as the Agent finish the task and update the Task in Ticket/ or a Ticket, the Task in the Project management should be updated with the notes and status. How do I achieve the same,? 

I’m looking to add a complete table of contents to our solutions landing page in FreshService. Does anyone have custom code examples?Thanks in advance!

Hello WorldI’m trying to get FS to work in Chrome with my non-Fresh Caller softphone (Bria).I have added the phone number into FS as below and I have set all the Default app protocols to use Bria.Does anyone know how to make FS permit the outbound dial with another softphone?  Calling @rashmi.nag or @zachary.king or @manns  or anyone - any help is very much appreciated!  :-)Thanks!Bryn @ CYDEF 

I have just started using Freshservice and am working with the API. I currently have a trial environment. I can query tickets in general and all 3 of the demo tickets appear. But whenever I try to query on a field I get no results. The query seems to be formatted according to the documentation, and if I intentionally format the query incorrectly I get an error. With this (below) I get no results even though there are several medium tickets.  I have tried all options for this and Status. https://mydomain.freshservice.com/api/v2/tickets/filter?query="priority:2"

Hi, I have this case that the System Manager from the client side, would like to get e-mail notification on every ticket open\closed automatically . I tried to do it from several options in the Admin section but still can make it happen.Any suggestions?Thanks

Hi, What is the difference between "Group" and "Department" in tickets ? I think that "Group" is to submit a case to agents and "department" is a indication about submitter origin. Are-you agree ?Is-this a best practice ?Thanks

Research shows that far too many organizations still struggle with knowledge management.Knowledge-Centered Service (KCS, and formerly known as Knowledge-Centered Support) helps. But in my experience this is geographically popular with some regions more likely to use it than others. So who is using it and where? And what would you advise others on re its use? Thanks :)

Hey,we use the ticket system in the following way:User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins.  The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes? 

2023 is just around the corner. So, what’s the one thing that you’d love your IT service desk to do differently next year? Plus, will you need help?

Dear community,I have a customer who enabled the MSP Multitenant. They have now 2 Freshservice instances linked to each other. In order to stablish the SSO to instance level, it has to be done with Custom Policies and using the dedicated AAD for each one. After this is setup, the users which were using normal login (because they don’t exist in AAD) they were able to login. After the custom policies setup, they are not able to login anymore with normal login. Create them as guest user in AAD is not an option in this case.The error they get says: “Selected user account does not exist in tenant 'AAA' and cannot access the application 'https://servicedesk.myfreshworks.com/sp/SAML/519580351654507625/metadata' in that tenant. The account needs to be added as an external user in the tenant first. Please use a different account.”Is there another way that we can configure the systems to enable again normal login, without deactivating SSO for some users?

Since “PUT” method becomes no longer available for existing requesters that are marked as ‘blocked’ in Freshervice, preventing any updates to the requester record, how can you determine via the API, if a requester is currently marked as  ‘blocked’ for management scripts to know it cannot modify the requester information?

What are the available CSS classes that get inserted into the code for a freshservice knowledge article? E.G.all of the images I use have ‘class="fr-fic fr-dii"’ in the <img source=...> elements,a table cell that is highlighted has ‘class="fr-highlighted" ‘ in the <td> element.

Can we associate Service request to Change request via API ?

When creating a custom app, we don't have information about the type of field for custom fields. How can we know doing a API request if a field is a dropdown, string, integer, etc. ?If this is now possible, I would like to raise it as a feature request. 

I’ve just started looking at the Onboarding Module (what took me so long!).I can see that I can send reminders every x hours to the Reporting Manager to complete their step but is there a way I can send an escalation email if this Reporting Manager step is not completed within a certain time frame?   Andrew

Looking at the templates in the projects section, specifically the new business unit onesIs it possible to set task assignment to a group, rather than a specific agent? For example; we want to copy the new employee project template and modify it to employee moves/transfers.One task in that will be to move the employee off distribution lists that are no longer relevant, and onto ones that are. Can we assign that to our Service Desk group so it is visible to ALL agents in the group?

Hello,We are looking for a way to share/merge a complete ticket conversation, including inline images and attachments from ticket A (original requester) to ticket B (requester outside organisation). We need this to escalate an incident to another company.The requester in ticket B can’t access our portal (SSO), so he has to receive the complete conversation by e-mail notification.So far everything seems to be a no go: forward (only one comment), CC (only incremental comments), co-requester (all comments, but linking to portal, no conversation history in e-mail notification), parent-child synchronisation (only new comments, no conversation history), merge tickets (only links to portal conversation history, no conversation history in e-mail notification), print ticket conversation to PDF (attachments not included).Thanks in advance,Kristof

Hi guys,Basically I want to filter my tickets the way that it shows all tickets except from one category.So right now what I have to do is add all the categories in the filter, but it doesn't show the tickets that has no category.Is there a solution to this? Thanks

Hi guys,  We are a MSP company, and we have so far 5 customers with us, we used to use Zoho Desk, but we switched to Freshservice because it was more an ITSM, and because it had a mode to isolate every client with its own rule set, but now it seems it wasn’t like that. I have doubts on how the Multi Accoun MSP Mode is billed, the guide states:  And as far as I understand, If I Payed for lets say 4 agents, and I create 5 accounts, I Will not need to pay 20 Agents, but only 4 right? but here is where it gets tricky, the guide later says: Now I would need help understanding this, because, I would believe that with those 4 agents I payed, I can have the other 5 accounts and work perfectly fine without paying anything else. (remember always that this would be in Multi Account MSP Mode) But, the accounts are trial, and when the trial expires, the account and all of its data gets deleted, so, how does this work? Do I need to pay more? Did I do something wrong?… I mean if in order to have my a

Hello,According to this page (https://support.freshservice.com/en/support/solutions/articles/154961-forwarding-tickets-to-a-third-party), when forwarding a Freshservice ticket:Now, the ticket would be forwarded to the recipient from your support email address along with the latest replies.Do someone know how many replies can be sent?We had a case (ticket with a few exchanges between the Requester and the Agents involved) where the original message was not included when forwarding the latest reply via email.Thanks.

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

Hi All,I have reactivated agent recently but it direct go to occasional agent, is there as system design go to occasional agent 1st and then need to change manual to fulltime agent ?  Thank you in advance. 

I recently stumbled across this blog:https://freshservice.com/what-it-agents-really-want-for-christmas-blog/It got me thinking about what could be changed (across people, process, or technology) to make the biggest difference to agents’ work lives.Any thoughts for Christmas wishes?