Using Freshservice

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 seein

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?

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

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.roo

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": [        {            

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.

Anyone have a clean way to show the current approver of a ticket? Right now we maintain a “Approver’s Name” field through automation, but the second we step out of workflow we have to manually update it and the API doesn’t pull active approvers name or email. 

Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated calls to the API until all software has been returned, then filter the results client side.However, this is inefficient, especially when there are 1000s of software records in the Asset database (due to discovery agents/probes).In the front end, the software list can be filtered by using the “search software” field. This calls an api endpoint - 

Hello guys, my company acquired the service desk, I would like tips to improve my experience with the tool.I am responsible for managing, a big responsibility.Thanks

At present Freshservice only sees a ticket as responded to if you hit REPLY through the ticket itself.  We often log and resolve a ticket at point of call, but it doesn’t see it as responded to even though it has sent a resolve email to the requester.  Sending a REPLY email for the sake of getting a response then a RESOLVED email straight after causes additional work and doesn’t look good from the requester’s side either.  I have a manual workaround in the reporting which looks at FIRST RESPONSE RESOLUTION VIOLATED = TRUE/FALSE, then reports on SLA response for the subsection that is TRUE.  Not ideal.

eprocurement software is an indispensable piece of business the board. It helps associations computerize and smooth out their acquire to-pay processes. By utilizing eprocurement programming, organizations can work on their main concern by decreasing expenses and further developing efficiencies.

Hello,Does anyone know if it is possible to order the Filter tickets you see when in a ticket at the right side of the screen?       

I am tinking in our change management board and attempting to trigger an email to a distribution group in Exchange. Some of the people are agents, some of them are not. I’ve tested the distro and made sure it is accessible from outside of our org, but when I type in the address in the action, it just disappears.   

Hello, i tried to use both Agent Apis: GET: /api/v2/agents/[id] and GET: /api/v2/agent_fieldsbut results are not matching, for example, agent_fields api returns this field:{ "default_field": true, "editable_by_admins": false, "editable_by_agents": true, "label_for_admins": "Full Name", "label_for_agents": "Full Name", "mandatory_for_admins": true, "mandatory_for_agents": true, "name": "name", "type": "name", "visible_to_agents": true}and when i get the agent by it’s id, i don’t see that field in the response but i get a “first_name” and “last_name” attributes.Am i doing something wrong or the Api docs are not updated ?Thank you !

 Hi! I want to integrate with Microsoft Power Platform. However, when setting this up, the Power Platform requires the API username and API password. Our org has SSO enabled, and therefore we cant provide username/password for Freshservice. Any way around this?   

Hi guys, I find difficulty to generate a report of Tickets created a period of time. but no Child tickets should include.Situation:I am having a integration which triggers numerous tickets every day so I used to merge multiple tickets with certain Parent Ticket, at the end of the month, while taking the report i could only get all the tickets created, but my intention is to exclude all child tickets.can some help here! 

This HDI ITSM event is being held in November. I just wondered if any Freshworks Community members are attending and perhaps we could do a meet-up.@rashmi.nag @Isaac Thomas @alyssia.correa do you have anything planned?