Using Freshservice

Hello Team, Happy New Year!Just want to ask if we can extract the data for the whole year for this leaderboard. currently, the max is 3 months, is there a way to expand it? 

I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system.  Part of this question is just about getting rid of that spurious link.

I am having trouble figuring out how to create a widget “Ideally donut” that show the percent of tickets an agent has worked on. Some of our tickets get passed around between agents depending on their specialties but when I try to generate a metric showing the agent it only counts the tickets that they are currently working on or were assigned when closed.

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

forum fail BROKEN cannot create real post with screenshots @support 

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 

Hello, Is it possible for requesters to add attachments to a change in Freshservice? At the moment I’m trying to find a way, but it doesn’t seem possible to do so. Can anyone conferm or am I searching in the wrong spot? 

HelloI try to delete an assetBut I have this message :{    "description": "Validation failed",    "errors": [        {            "field": "deleted",            "message": "awrns_service_delete_not_allowed"

I’m introducing Freshservice to our IT Department. What are your favorite, lesser known features that I can introduce them to? For example, canned responses and scheduler look very useful. Are there other features that aren’t commonly known that will make their lives easier?

is there a way in freshservice to ignore undeliverable email notifications?we get bouncebacks when sending the new ticket notifications to some alerting services we use and want to stop new tickets being created.

those little popups that tell you a task was successfully closed, or a status was successfully updated, or any other change to a ticket, are annoying as heck when they pile up and start to cover navigation buttons or other vital parts of the screen. Can they be turned off, or relocated, or converted to a status bar message?

Hi,Why Requester Email email cannot be one of email config's reply emails? 

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?