Using Freshservice

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:

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.

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?

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