Using Freshservice

Hi, We used to have a report to look at time spent per ticket /day.I cant find it anymore under reports?Can Anyone help? Thanks

Hi there,       I am new to freshservice and would like to create a report which would shows the current ticket status with category, status and agent name.  However, the first thing that I noticed is the “Group by” only allows 2 fields max and I couldn’t find agent name under Ticket matrix.  Please advise. Cowby

We use problems pretty extensively for both outages and long running issues that we get tickets about and want better coordination of resolution. However, sometimes staff doesn’t find an existing problem which causes us to have two problems that are the same. Ideally we would have the ability to merge two problems and transfer all the associated tickets from one to the other, similar to merging tickets. How do you handle duplicate problems? 

“64% of employees claim that the way they interact with technology directly impacts morale.”It’s another reason why employee experience has to be the “new frontier” for IT support.What’s your organization doing to ensure that employee experience is optimized? Note - It’s from a Freshworks’ competitor report but that shouldn’t stop people looking at the insights: https://rs.ivanti.com/reports/ivi-2700-2022-dex-report.pdf (and this direct link seems to bypass the need to register for it)

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%

Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this? 

When attempting to access the FreshService Dashboard, the site automatically re-directs me to an alternate version. The alternate version has Announcements, Your Tickets, Pending Approvals, Report an Incident, Request New Service, and Browse Solutions listed on the screen.The site is redirects me to is: companyname.freshservice.com/support/home This happens in Google Chrome, Microsoft Edge, and Mozilla Firefox.  It did not happen previously in, I believe Mozilla Firefox, but I don’t remember which. I want to go to companyname.freshservice.com This version has My Dashboard, Overdue Tickets, Tickets Due Today, Open Tickets, Tickets On Hold, Unassigned Tickets, and Tickets I’m Watching.  There are two charts on it among other options. Troubleshooting steps I have tried, clearing history, restarting, (I can’t add to Trusted Sites due to Group Policy), and alternate browsers. My boss is able to access the site without issue on his computer. I suspect it is an update or something linked to m

Hello!We’re looking to host yet another virtual ‘Ask the Expert’ Session - Freshservice Edition and wanted to check with our users what they’re looking to learn and would like help with.Check out our previous sessions here:Your thoughts here would help us plan the event better. Take the poll and let us know. If you have other things in mind, share them in the comments section. 

One of the things I realised via customer conversations (as an industry analyst) is that we all tend to think that everyone else is doing things right (while we aren’t).Hopefully industry survey and benchmarking stats help us to see our relative strengths and weaknesses, but what else would you like insight into to better assess how well your IT organization is doing?Please share in a response :)

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

In email bodies we have expression like thisHi {{ticket.agent.name}},Ticket "#{{ticket.id}} - {{ticket.subject}}" has been reopened, please visit {{ticket.url}} to view the ticket. From where do we get the details about these field names to be used like ticket.subject?Is there any link where these details can be seen and also what would be the names of custom fields?

Hello Guys, Been trying to extract a specific part of the JQuery response below - { "ticket": { "cc_emails": null, "fwd_emails": null, "reply_cc_emails": null, "bcc_emails": null, "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": , "priority": 1, "requester_id": , "requested_for_id": "responder_id": 1, "source": , "status": , "subject": "HR Onboard(testing)", "to_emails": null, "sla_policy_id": , "department_id": , "id": 83, "type": "Incident", "due_by": "2022-08-16T02:08:08Z", "fr_due_by": "2022-08-07T23:08:09Z", "is_escalated": false, "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style=\"\">\n<table border=\"0\" cells

Hey FS Community!  I’ve been the Freshservice admin for our org for 1.5 years and would consider myself an advanced user for anything offered in the GUI.  However, we’re looking to do more advanced routing of tickets and I’m having trouble with some of my syntaxes when it comes to creating API’s.  A lot of it is simply not understanding the “lingo”.  I’ve taken LinkedIn Learning courses, watched a few API intro courses on YouTube.  Does anyone have recommendations of how I can become more familiar with how to use them?Right now my focus is on creating new tickets based off items selected in a Service Catalog.  The below is almost a foreign language to me.  I don’t know what all the -v -u -H placeholders are, etc.  What am I supposed to do with this sample code?  Just looking to be pointed in the right direction.Thanks!  

Not strong with API, but I want to pull a date from the body and place it in the ticket name. In the body : Effective date:  <date here> I’d like to copy this text to the ticket name so that I can easily prioritize tickets based off effective date.  I hope this makes sense.

Hi AllI recently installed the 3rd Party Tech Affinity App Intune to sync our mobile devices with Freshservice for Inventory purposes. This works well but its occurred to me whilst liaising with Tech Affinity for some minor assistance that Tech Affinity can see my Intune App settings from their servers. This got me thinking, what other information they can see such as our mobile device information etc and the fact I didn't really carry out any third party DD on them.Freshservice has a KB on the app here - Linkas well as being awarded FreshWorks “Best Design Partner” and “Authorised Solution Partner”- LinkAm I over thinking this?

System Administrator Appreciation Day is on the 29th July https://sysadminday.com/What do you have planned? Please share with others :)

Hi there,with the Freshservice API V2 now it is possible to create Tasks in the New-Gen Project Management.Many Thanks for it.This works fine, only the description field works not with HTML text which is sent in the JSON.Info Field, content is from the json send via APIMy JSON looks like this:{"title":"Save Invoice","description": "<p>Some <strong>strong <\/strong>HTML <br \/>and <em>italic <\/em>Text.<\/p>","status_id":696,"priority_id":690,"type_id":863}Is this the right way to sent HTML content in the description field?I also tried to convert the description field to HTML entities, which displays the plain text with the encoded entities.Greetings,Stefan 

Has anyone done this, or knows how to help? I’m trying to create an alert from a windows script using curl.I have created an alert with a simple expected payload {  "Source": "$SOURCE",  "Status": "$STATUS"} What format should I use? I’ve tried different variations on the below, and pretty sure I get a connection, but I’m not passing the data correctly (no Alert is generated).curl.exe -H "Content-Type:application/json" -d "{'Source':'myscript', 'Status':'OK' }" https://mycompany.alerts.freshservice.com/integrations/alertid/alerts?auth-key=myauthkey(mycompany, alertid, myauthkey removed from the above, but I have these values from the webhook setup in Freshservice) Regasds,Amdrew 

Hi,I don’t know if its possible or if its something that can be added, but right now, requesters can fill a CSAT survey, but agents receive email notifications for a new reply each time.Any way to prevent this, but still allowing agent to receive the requester reply email notification?Maybe check here: Thank you so much and have a nice day, 

I am unable to activate the integration between Slack and Freshservice.  Please assist.

Did you miss the ‘Let’s Talk ITOM’ webinar campaign? No worries! The recordings can now be accessed on demand. Just grab some popcorn (or coffee), head over here, and sit back. Highlights:Webinar 1: Featured 2 demos showcasing unified incident management in Freshservice. Here’s a blog post covering the same. Webinar 2: Deep dive into On-Call Management – is especially ideal for Growth customers who, after the GA, have access to the module. Pro & Enterprise customers will get to know about all the enhancements since the Beta launch. Webinar 3: AMS 2.0 with easy onboarding, integrations, & intelligence – is great for grasping the multiple enhancements that now make the module a breeze to use. Webinar 4: Deep dive into Automated Grouping – is ideal for customers keen on AIOps. Remember, Automated Grouping is in Public Beta!Link to watch-on-demand page: Here 

In admin panel, the “Chat with us” and “Talk to use” button has no effect. Is Freshservice’s chat-box down?

Is it possible to set the default change type to “Major” when creating new changes?

Dear All, Can someone let me know what happens when you convert or associate an Incident to a Change? What happens to the SLA for the incident.Let’s say we have an incident which has been due for resolution for some time as its actually a change which needs to be implemented. What happens to the SLA when we create a change and associate with this incident.

HiWe have an existing IT Support wiki resource in SharePoint online. In an ideal world, I would like to create a “Solution” article in Freshservice with a title of “365 MFA” for example, but in the content of the Solution have it redirect to the corresponding SharePoint URL. Is this possible at all?Users experience would be click on the Solution and be redirected to SharePoint page.