Using Freshservice

Hello, when a requester requests a service for someone else - and this person (mail address) is not yet a requester (account) - a new requester account gets created automatically. How can I disable this behaviour? Our requesters base on Active Directory. If requests can create requesters by themselves our workflows break (those users don’t exist in our AD for example) etc. and we loose control. That is a very big problem. Does anybody know how this works?Greetings

Please, someone tell me that I can export the DAYS and DAYS worth of work I did in Analytics / reporting from our Sandbox into our new Production environment.  I spent at least a full work week on Analytics over the past 6 months while I was building out our entire Production Environment and cannot fathom that I won’t be able to move them from the Sandbox to our new Production. Custom objects too? We cannot export custom objects to production?  Someone please tell me that I am just missing something. We are slated to GO LIVE on MONDAY with Training and this is going to have me working around the clock between now and then.

If I have a freshservice setup with three workspaces: ITHRFacilities Currently the service desk has the standard “Raise an issue” card, and if the requester selects it, they go to the ticket form, where they have to select the workspace in a dropdown. I would like instead to have a widget that has an clickable image or button that says “Raise an HR ticket”, “Raise an IT ticket”, “Raise a facilities ticket”. These will go straight to the specific workspace version of the form.   

FreshService within Edge, on Win11: When you add one or two columns in the list view (whether it is tickets, changes or anything alike) the list becomes too wide for viewing. This causes a horizontal scroll bar. However, this scroll bar is displayed below the lowest item, which in many cases (with more than approx 30 items) out of view.  This on top of that the list is scrolled using the main scrollbar of Edge of the site, and the List Filtering has it's own vertical scroll bar, makes that we now have 3 scroll bars (two vertical ones next to each other, and one scroll bar out of sight). The result is:if I want to see more content (vertically) i have the outer vertical scroll bar if i want to set other filters, but do not want to scroll the list content, i have the innter vertical scroll bar if it want to see more content (horizontally) i have to first scroll the outer vertical scroll bar all the way down, then s

Hi all looking for a way to cleanup the shop a bit. i have tons of items - mostly with long nameis there a way to change the layput like with a CSS?a list-view wo be great for the shop  

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Hey everyone! 👋With the launch of Community 2.0, the layout, navigation and support model have all changed (more targeted product areas, new events calendar, deeper SME engagement). community.freshworks.com+1I’m curious: What one change in the new structure has helped you the most in discovering answers or engaging with peers? What’s one frustration or barrier you’ve hit because of the redesign? How do you think the community could evolve further to support your learning, networking or product-use cases? Would love to hear real experiences—both wins and “still needs work” moments. Let’s compare notes and help each other navigate the new setup!

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I want to configure our company servicedesk shared mailbox (Microsoft 365) in Freshservice without entering credentials. I want to use Oauth2.0 to achieve that but cannot find the option while configuring that mailbox in Freshservice. Is this because we have version 2025.R05L.04? In what version does Oauth2.0 become available? We have a starter plan.

I am starting on our portal and I am seeing 2 different things. On the preview I can see all the cards that I want on our live portal page, but when I save and publish it does not show the same cards on the live portal page. I have checked permissions and those are set. A few of these are the default cards that are on the page to begin with.

Are child tickets supposed to close when the parent ticket’s status moves to closed? Is there a way to keep this from happening?We created an onboarding service item some time ago (before the onboarding module was available, something we will be moving to). We bundled other service items within this ticket, having them create child tickets when selected. We noticed recently that when the parent ticket’s status moves to closed, the child ticket, regardless of its status, automatically moves to closed as well. Our Closure Rules look to be set up correctly for service requests. Is there a way to keep the child ticket open when a parent ticket is closed?

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I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

How does the “request for” field become updated in an onboarding journey?If I send a ticket to IT to create the new company email address for a new hire then how does IT update that company email address in the onboarding journey?

I am testing the new journeys to potentially replace the onboarding / offboarding journeys. In the new approach, for onboarding employees they no longer click a link in an email to select hardware, instead they are assigned a task and receive a separate email to notify them of an assigned task (horrible approach, but fine I will run with it). I would like to edit the wording of the notification email they receive, since it is not very user-friendly - I see under General > Notifications that it is available but all options to edit it are greyed out. Why is this the case, and how do I edit these notifications? I asked live chat support, but they had no answer or understanding of the problem, so I gave up!   

I’ve been racking my brain around this. We use Freshservice for our internal staff and therefore require all users to log in before submitting tickets. Recently, we started using custom cards to make specific URL redirects more readily accessible to our staff.What I couldn’t figure out is how to hide these custom cards from the non-logged in users. Here is what it now looks like for both logged in and non-logged in users as well as the custom code we used to accomplish this. Mind you, I’m not a coder and used Copilot to accomplish this so there might be a better way, but this allowed us to accomplish what we needed:Logged In User Non-Logged In User

I am using workflow Automator alert module for some automation. part of it supposed to use a GET request to get a list of requesters. I can narrow down the result to always return 1 requester, but the JSON body will always send requesters in an array. I need to use the requester ID in the next node in a POST web request but using placeholders in the body of the request causes the body to be sent empty regardless of the rest. when i enclose it with “” it works correctly but sends the requester ID as a string, and i need it as a integer. I’ve tried using liquid filters like this:{{P1.root.requesters.requesters_object.id[0]}}{{P1.root.requesters.requesters_object[0].id}}{{P1.root.requesters.requesters_object.id | first}}{{P1.root.requesters.requesters_object.id | sort: “,” | first}}when I use the same placeholder to add a note to the alert, it works, but it fails in the body of a web request.  

I have a requirement to allow submission of a service catalog item only to senior leadership based on job title ( Director and above). I can create a requestor group for this but the snag I have is that some of our senior leadership are ALSO agents in various workspaces. Creating the requestor group by job title, does not show those senior leaders who are agents in the requestor group.  Is there a workaround where agents who meet the job title/position criteria can be a member of a requestor group? I already know that workspaces prevent the creation of a global Agent group (which seems.. restrictive) so I’m looking for a creative solution without having to place a senior leadership group in EVERY workspace just so I can surface a Catalog Item. Any/All ideas welcome, TIA.

Hello Fresh Community, I submitted a request to FS support for guidance on removing the menu links for “Onboarding requests” & “Offboarding requests” from FS home URL page. These links are towards the bottom of the page next to “Open Tickets”. I was told by FS support they do not support the removal of these menu links and that I would require to hire a service implementation partner to assist. In my opinion, going through lengthy discussions and paperwork with a third-party vendor was not on my mind to simply remove/hide these links from my org’s user base. Does anyone know how I can get remove these links?   

I’m trying to use the API to attach a file to a ticket.  I have tried images and PDFs. The file gets attached to the ticket but is broken when viewed in Freshservice. When I get the ticket attachment details using the API, the attachment content-type is “application/octet-stream” instead of “image/jpeg” for the jpg image I tested but correctly set as “application/pdf” for the PDF I tested.  But neither file types work correctly. Image is broken, PDF document is blank.The file size, according to Freshservice, is always some bytes larger than they actually are locally.  For example, with a very small image that is 1252 bytes locally, Freshservice reports the size as 1702 bytes. Here is the example payload for the small image I’m testing with: --------------------------S1SJJcLLQQJrNanXChw123Content-Disposition: form-data; name="attachments[]"; filename="test1.jpg"Content-Type: image/jpeg????JFIF?????ExifMM*?i&?\?p??52??522024:05:0

We have on-call schedules created and they are working fine. However, for one of our Workspaces, we have a group that would like the Agent Group to be notified of Urgent/High incidents during business hours to all agents of that group.  The way the on-call schedules are made up, only one agent group can be assigned to one On-Call Schedule and within that schedule I cannot make separate condition of business hours vs. non-business hours.  Is this something that can be looked at as an enhancement?  We have a workflow that directs incidents matching Urgent/High priority and differentiates the hours of business vs. non-business hours. We don’t want to notify those who are not designated as on-call for non-business hours during the night. Thank you for any guidance. 

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