Using Freshservice

Hello, We have made a really simple Agent Reply Template saying that when we choose to reply on a ticket, there will be automatically the text: Hallo {{ticket.requester.firstname}},BUT sometimes;when we hit Reply, it does starts with Hallo {{ticket.requester.firstname}},{{ticket.requester.lastname}}So, sometimes it adds the requesters Lastname.Anf that while it is jnot configured to appear  in the template.Anyone any idea?Lookin forward to hear from you.With kind Regards,Chris

While the main content was in the discussion, here are the slides we used that still might be helpful if you’re looking to extend (IT) Service Management beyond IT.

Hello, Does anyone have a good solution regarding Software used by user?I would like to create a flow as part of the offboarding process where a comment is created with a list of all the software used by the user. Is this possible? 

I’m in the process of revamping the service catalog, but looking for ideas of what others might have out there…. How granular do you get when creating service items?Ours is pretty high level, so sometimes requesters use the wrong ticket for the wrong things. I know that we will never be able to 100% fix this problem, but the goal would be to make it easy for users to look at the service catalog and know exactly which ticket type they needed and, on top of that, provide all the information we (IT) need on the backend so as to limit the back and forth. Would anyone be willing to share screenshots of what they have in their service catalog or any thoughts/advice?Thanks in advance!

These slides are taken from the 2022 HDI State of Service Management report:The 82% relates to the 45%The naming is similar to our 2021 survey with AXELOSThe involved business areas are similar to our 2021 data 

Hi, Can any one tell me how to integrate freshservice with tableau. Step by step process. I am not able to do that. Thanks.

HiI’ve got freshservice with default Langage FrenchThe default Email notifications are all written in english, do they exist in French Version or should I translate all of them?I noticed some mistake in the app menu or else in french version, how can i fix them? Thanks

With Freshservice for Business Teams, you can extend the principles of services management and automation to HR, Finance, Facilities, and more. Watch this snippet from our Fall Launch ‘22 to know more about this.💬 What department are you most excited to extend these service management capabilities to❓ 

I’m populating the Service catalog with an MiFi option for my users. When I'm creating the MiFi profile I can’t enter the name of the hardware. There is a Select asset type, under that is a field  a dropdown selection for the product. How to I populate the select product field so that users can choose the asset.  

How can I be / create roles as Freshdesk agent and Field service technician at the same time? 

Hi everyone,I have noticed an interesting behaviour with our tickets and I was wondering if anybody is experiencing the same.Since the release of the new ticket view last month, I have found tickets with loads of white space in the description. Like, the line spaces get tripled and quadrupled. Our primary source for tickets is email but I think this only happens when a ticket gets edited, as the newly raised tickets look normal.Is this happening to anybody else or is this an “us”-issue?Happy Monday :)Alisa 

We have several Agents (such as in HR dept.) who need to be able to cancel an approval request, such as if that manager is on leave and so need to send to another requester. However, the Agent does not have the ability/permission to.Support are saying that the Agent needs Full Admin rights to be able to do so. To me, that seems crazy that have to open up the full software config to allow an Agent to cancel an approval.Is there a granular permission option to ‘allow approval cancellations’?Cheers

Is anyone else using the Create tickets from messages within Microsoft Teams feature?Our end users love pinging our IT folks directly on Teams instead of submitting tickets - and it would be a massive time saver if we could create tickets on their behalf just with the right-click integration as shown in the article.What we found though is that the form for creating the ticket is pre-populated not with the end user’s email address - but rather the agent’s!  And if wanting to change that to the requester as should be, the email address has to be manually copied/typed into that field. While we thought for certain this must be something wrong with our setup, support told us this is by design.Surely this cannot be the case - can anyone confirm they are seeing this on their end? And if so, how do you cope? :-D 

Hello,  Is there any way for us to have a button in the incidents that links to a MS Teams chat with the user ? For example, Jane Doe submits an incident, and rather than communicating via the ticket, I click a button in the incident that takes me directly to a new message to Jane Doe in MS Teams. Our company mostly uses Teams for communication. Thank you!

Right now we are using FreshService in Service Desk mode but are looking to switch it to MSP mode. To my knowledge, there is MSP mode and multi account MSP mode. (I have read all FS documentation on MSP modes)To give you some background, our company shares one instance of FS. This includes the service desk and the rest of the departments that do ticketing. We have around 300 agents and around 70 groups. We action tickets from internal and external requestors. A big thing is that a lot of groups transfer tickets back and fourth. The problem that we are facing, is that different groups/departments want to customize different things but it affects everyone on FS, unless a business rule is set. Which we have many rules in place. We would like allow the customization but also keep the ticket transfer functionality.Any recommendations based on our situation?MSP ModeImportant question, is that if we switch to MSP mode, will everything function the same?I know, requesters change to contacts an

Hi,I’m trying to fulfill below story:“Hide "Pending Approval" from Incident tickets as they only are used in Service Request tickets”Business rules for forms cannot help with this since the type field is not exposed in the conditions.Is th only way to add a custom field to a ticket and perform a get (Web Request > JSON Parser) against the ticket on creation (WFA) and then update this in order be able to condition based on it? 

So I am working on automating some things as far as our user creations. So when I select the “Create a Ticket” action in Power Automate it makes me select a requester ID from a predone list, I assume an import from FreshService users. I can select “Custom” but it only allows an Integer field so I can’t select the requester from the form the data is coming from “Microsoft Forms”.Anyone have any ideas what exactly it needs in order for me to make the ticket come from the person that filled out the Microsoft Form or for it to at least work? No matter what I try, it fails due to it not being an integer.

The ITIL 4 version of ITIL took ITSM pros and their organizations from 26 processes to 34 practices. But which are the ones you’d like to learn more about? General management practices Service management practices Technical management practices Architecture management Availability management Deployment management Continual improvement Business analysis Infrastructure and platform management Information security management Capacity and performance management Software development and management Knowledge management Change enablement   Measurement and reporting Incident management   Organizational change management IT asset management   Portfolio management Monitoring and event management   Project management Problem management   Relationship management Release management

Has anyone found a 3rd party solution that works well for location specific inventory?  We are currently linking out the HubSpot CRM for tracking all our location specific item inventory because FreshService has no tools for this.  HubSpot is “ok”, but looking to see if anyone has a better solution.  A fully integrated solution to FreshService would be ideal.

I am doing test sync for the first time in Freshservice. It not progressing beyond 0%. How much time does it take for this activity?In case it does not progress at all, what should be done?

I feel like such a noob asking this question… but…I’m building an automator.I’ve done an API GET agent detailsI’ve parsed that in a parser node: P5.I’m seeking to pull out the agent groups that the agent is a member of, specifically just the first one.  I can do this by configuring the json parser to return a scalar integer for member_of instead of returning an array of integers - but this feels brittle to me.  The moment that someone regenerates that parser node, it will break.I want to access the first element of the array of integers in a placeholder expression, but for the life of me, I can’t figure out the right syntax, and half an hour of googling has brought me no closer to a resolution.This place holder:{{P5.root.agent.member_of.member_of_number}}...returns an array of integers which is the agent groups for the agent I'm GETting.  I’ve tried the following placeholder variations, and they all return nulls:{{P5.root.agent.member_of[0]}}{{P5.root.agent.member_of.member_of_number[0

Hello. I need to update the subject from a ticket via API.I tried to follow this article: https://community.freshworks.com/freshservice-11247/webhook-update-subject-line-when-ticket-logged-16341But unfortunately this seems not to work! I always get this error:{    "description": "Validation failed",    "errors": [        {            "field": "description",            "message": "It should not be blank as this is a mandatory field",            "code": "invalid_value"        }    ]} I don’t want to change the description!How to do this? 

It has been very slow going on this survey but I thought people would find the initial results interesting…There’s still time to add your organization to this data too: https://docs.google.com/forms/d/e/1FAIpQLSeAK5JfBAdS-wZqUHdueQWorzCjyF3OnTaEOaskUdi1_fGDWA/viewform

Is there a more detailed list of plan features than the Freshservice pricing page?  For example, custom objects are only available in the Pro and Enterprise plans.  Support has also told me that the Slack Servicebot is only available for Pro and Enterprise users (despite what the documentation says).  I know that I have run into “you need to be on a higher plan” many times, but I didn’t keep a list.  Now I am trying to justify my org upgrading, and it would be helpful to know what we will get access to beyond some modules that we may or may not be interested in using.