Using Freshservice

I’m just writing something on the main bodies of ITSM best practice guidance - to highlight that while ITIL is the most popular guidance globally there are alternatives.I’m including COBIT, FitSM, ISO/IEC 20000, IT4IT, and VeriSM but it wouldn’t surprise me if some of these are “unknowns” still.So what do you currently use and what have you previously tried but moved on from? Please share via a response :)(I totally appreciate that there are other guidance sources but when writing 1600-2000 words one has to draw a line somewhere.)

We are using a custom ticket date field called ‘Pending Date’ for tickets that require future dated action, however, I am trying to create a way of creating an alert when we near this ‘pending date’.Can anyone provide any guidance on how this can be achieved?TIA

Is it possible to restrict which groups can be selected by a Requester when submitting an incident? For example, say we have groups 1-2-3-4-5 and 3 through 5 are used for internal ticket assignments, almost like subgroups of larger teams.  Ideally we only want the requester to be able to select group 1 or 2 when submitting their ticket. Is there a way we can do that?

You can’t help notice the increased corporate-level focus on sustainability (and its importance to being a socially conscious company). But has this impacted your IT activities yet? Or have you taken the lead to ensure that your IT organization is fully prepared for the inevitable corporate call?Please let us all know as a response. Thanks :) 

Does anyone have an example of how to create a service request via the API.  I keep getting errors and need a good place to start.

We just signed up for a demo of Freshservice but I don’t have time to configure everything.  I am planning to implement it right away for IT and then growing it to include accounting/HR if approved by the partners. We are a company of about 60 employees in 6 offices around the US. I am the sole IT guy and would like to configure this to handle ticketing and inventory at all 6 offices. I would like a simple form to be created for employees to create a ticket that includes things like “best time to contact them”. I want the form easy to fill in within 30 seconds. Tickets for break/fix to go right to my queues but if an employee requests hardware, it goes into my queues as “on hold” and to an email for a manager to approve, then become active in my queues. Same thing for a request to a file share. We have Dell, HP, and Apple laptops across all the offices as well as monitors and docks. I want to be able to easily scan inventory in and have it show who it is assigned to or free at each off

I spent the last two days at an ITSM event here in the UK. I had grand plans about sitting in on educational sessions and speaking to technology vendors about their new ITSM innovations.However, I spent most of my time simply talking with people - both old and new acquaintances - about what they’re seeing in the ITSM space. It definitely didn’t follow my plan for the two days but I can’t help think it was the best use of my time there.So, what do you want to get from ITSM events and do you usually have these expectations met? I totally appreciate that you might not have attended a physical ITSM event since 2019 too :)Please share your thoughts as a response.

Is it possible to edit or change the tooltips that are shown for service categories? At the moment it only seems to mimic the category name, for example a service category called “software” would have the tooltip of “software” when ideally it would show the description of that particular service category.

I need to find our average response times for each ticket.  Currently, I have average and first response times for our Agents but not for our Requesters. My question: Is there any API that I can use which gets requester response times for each ticket? or can I get every reply time within each ticket?

Hi Team, I am calling REST API place_request to create SR. Here I have a field which accepts user id. Here in portals we have 11 digit requester ID which fails in json as we have limit of 2147483647. Also this field only accepts integer and does not work with string. Thanks!

We are looking to automate a Service Request to request service by our print management vendor. We would like individuals to be able to request printer repairs or print supplies from our print management vendor. I can email internally but I don’t see where I can route the request to an outside vendor.Thanks in advance.Hugh Adams

I stumbled across these earlier and thought they might help those new to IT service management: Level 1 Support/Support Center AnalystThe frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.Level 2 SupportThe technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.Level 3 SupportThe technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the tick

I see a few people have stated this same thing in the past few years but I have not seen any relevant responses as to why we can not change this. I would be curious if anyone gets “relevant” information when it is sorted by relevance as my company has to manually change it every time to Date Created. Why can it not just default to this?? The previous questions were set to ARCHIVED and i don’t see where they got a good answer to as to why this is set this way?! Thank you

Has anyone else had any experience with the change calendar that can offer advice? I just updated the change calendar with maintenance blackouts for the remainder of 2021 and all of 2022. I see why many people want to use integrated calendars as the one inside of FreshService leaves a lot to be desired.I had to do the work twice because it did not work the way I anticipated (or the way the support staff indicated it should). I asked what time zone items were displayed in ahead of time and was told the Helpdesk > Rebranding time zone setting drove the calendar.Our use case-We have several groups across the world that have different maintenance windows and blackout periods.  We would like the calendar to show in the time zone of the person viewing it, but it links to the time zone of the person entering it. Need to be able to filter to a time frame and keep that view, but each action returns to default week at glace view. I would like monthly to be my default but my ops manager likes

Next week brings the first physical Service Desk and IT Support Show since 2019. It’s in London on the 11th and 12th May: https://www.servicedeskshow.com/If you’re there and want to meet up or to be introduced to some of the ITSM industry authorities that will be in attendance, please let me know either here or via a message.It should be a fun and informative two days (but attend as little or as much of this free ITSM event as you wish).

On my dashboard I have a ticket widget that shows any open/pending tickets in groups that are set for auto-assign, but for some reason tickets end up in the group unassigned.  I’ve found that if assign the tickets to another group, update, then back to the original group, and update, they will auto-assign.  Is there an easier way to sort-of “trigger” the auto-assignment?  Again, I’m not sure way they end up being unassigned…Thanks!

Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.

I wasnt sure exactly how to word the question within the search to know completely if its been answered..I created a new state “30 day hold” for HardwareI created an automation to email the “used by” they have 30 days to let us know if anything is missing before it gets wiped.Is there a way to do an if/then checking how long its been in holdif (Asset state =>30 days)Then (Create a ticket to wipe the PC Once that TKT is closed, change to in stock /retired based on warranty status)

Hi,Is there a way to get the amount of unasigned tickets from Freshservice?µWe use PRTG monitoring and want this on the dashboard. Kind regards, David

In Admin → Ticket Fields, how do you set a dropdown field to allow a user to select multiple entries? Is this possible? If yes, please explain how. Appreciate the help.

I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director.  We want to allow my supervisor, manager, and director access to see any tickets I have submitted.  For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”.  That works for requesters that are in the same department but most of our managers and directors are in a different department.  Is there a way for a requester to view tickets submitted by a requester in another department?

  I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed.  Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily? 

Too many organizations still struggle with IT self-service. IMO it’s something that we need to be more vocal about, rather that sitting waiting for the capability to finally take off in employee adoption terms. Especially when the factors that prevent mass adoption are likely to adversely affect employees when they do use self-service.What do you think hurts your self-service capabilities most? And what have you done to raise self-service adoption levels and the benefits?

Last month I shared some stats about the link between ITSM and digital transformation success: It didn’t get any traction but I thought it worth “banging on” about the link between ITSM and DX again. IMO it’s a missed opportunity for IT organizations to further show their business value. What do you think? And what are you doing? Please let me an others know via a response.

Hi, i have a question about firewall policy for Freshservice:What firewall policy i need to allow for the agent installed on the pc? and for the discovery probe? Thanks to all.Matteo S.