Using Freshservice

The ESM name is something we use in IT but means little to other business functions.So, what do you usually call an organization’s use of ITSM principles and technology outside of IT? 

Hi, I have to update the old tickets to their new categories. I have around 600+ tickets and have multiple new categories to update also. Is there a way to search/filter the ticket via ticket ID then I will bulk update it? TIA

Lots of our Freshservice users enjoy the ability to paste screenshots directly into the description field of the “Report an issue” form.However, this field type doesn’t seem to be available for service catalog items. None of the fields available to admins when creating service catalog items seem to have this functionality. We can enable attachments on the form, but that means the user needs to save their screenshot as a file before they can attach it.Has anyone found a way to allow pasting of screenshots into new service requests?

I need to manage AutoCAD, that we have a subscription based license.  However we currently have multiple versions in the software catalog that use the single license subscription.  I cannot find a way to tie multiple software versions to a single license in Freshservice.  Any guidance would be amazing.

I recently switched from Manage Engine Service Desk Plus (MESDP) to Freshservice.  One very disappointing issue which I was told wasn’t going to be an issue by sales (go figure) is that in MESDP you could create a project and invite as many viewers to your project as you wanted, you could even assign users outside of your department, outside of your company tasks to complete.  It was also very easy to report on, scheduled HTML IN LINE reports that would come to your desk daily. I could be wrong and if I am please tell me, but in freshservice each person has to have license to edit, view, be assigned tasks, etc.  And reporting is USELESS.I have had to scrap using Freshservice for project management, but I couldn’t go ask for MORE money so I am using Microsoft Planner tied to a sharepoint page.   It works, but I still wish for integrated project management that was usable and didn’t require me to license half the company to use effectively.Mainly a rant, so that maybe someone will fix it

Is there any way to customize the font on the Asset Label Customizer app in Freshservice? Our current labelmaker is printing the data faded because the text is small. Any insight would be appreciated!

I am currently facing an issue getting Meraki Webhooks to connect to an alert management profile that I have created. I imported a sample JSON alert from Meraki so that I could map alert fields, and I am using the “Endpoint URL” and “Auth Header” fields from FreshService in the “URL” and “Shared Secret” fields respectively in the Meraki Dashboard: Meraki Webhook Entry FieldsI have tried: setting the shared secret to “auth-key XXX” that you get from clicking Copy from Auth Header, copying the entire Header including “Authorization: auth-key XXX”, and finally removing “Authorization: auth-key” and just using the long string that comes after. All attempts to test the webhook with the above testing tool fail. Leaving the profile in place does not seem to generate alerts, which I already receive via email so I know they should be coming in. I would appreciate any input or advice you have, and thanks for reading through!

the search requester default on the incident form, does not actually search

Often we don’t know that what we do is different or even special. It made me wonder what other IT service desks might be doing that others should adopt too (or at least consider whether it would help their operations).So, what is your IT service desk’s differentiator, USP, or simply a little piece of genius that makes things better? It could be multiple things and don’t worry if it’s not unique, it still might be something that others would love to be doing/using too.Please share as a response. Thanks.

The ITSM and IT support worlds have long had industry membership bodies such as HDI, SDI, and the country-specific itSMF organizations as mechanisms for accessing best practices, benchmarks, and future insights.Are you a member (either individually or corporately) of an ITSM or IT support body? Please let us know if your answer is:Yes - why and what you receive No - why and what has stopped you (this might be that you once were a member)Plus, what could this community learn from such membership bodies (good and bad)?Hopefully you can spare a few minutes to respond. Thanks.

We have moved from ServiceNow to Freshservice. One thing that used to happen in ServiceNow is when an agent is viewing a ticket it would automatically track time spent. You could also track time by adding it manually.I have looked at the Auto Timer app but it will track the time from one status to whatever status we select to stop the timer, not really when a user is viewing the ticket.Appreciate any input. 

Hello, is there a way to exclude lunch break for response / resolution time?

Recently, we’re exploring SaaS management as it offers the ability to monitor our usage, licenses, etc. but we run into an issue of duplicate entries when we deployed Discovery Agent as well. According to Freshworks, this is an expected behaviour but we felt it doesn’t make any sense. This creates unnecessary admin overhead considering that the solution offered is for us to monitor and delete them manually. We’re expecting that both features should work seamlessly and shouldn’t create unnecessary work. Did anyone here run into the same or similar problem? How did you solve it - while waiting for Freshworks to address this?

HiWe are looking into using Freshservice for our customers to be able to complete a variety of HR forms on Freshservice that will go to either or both our pay and HR team. An example would be an Overtime claim form but Freshservice shows an error that field already exists because you cannot duplicate field names ie If someone works a variety of days you cannot put the Date Field more than once or hours worked. The form is currently on an excel sheet and has a table for customer to complete but we would like the opportunity to have this on Freshservice. I understand that there is no Tabular feature availble on FS yet. Does anyone have any advice?   

I went to the Service Desk Institute (SDI) 2022 Awards ceremony earlier this week (it was coincidentally sponsored by Freshworks) and was “in-person” for the first time since 2019. It reminded me how much the IT industry has missed the public recognition of IT support personnel (both individuals and teams) at events like this.So how do you recognize the achievements of IT support staff in your organization? All responses welcome, even if only to state that you wish you had a suitable mechanism in place.Hopefully we can learn some great employee recognition tips from each other :)

Which of the likely many IT support performance metrics you get from Freshservice do you consider most important for managing and improving IT service desk operations and outcomes?Please let me and others know as a response :)

Dear team  Getting below validation error while creating ticket from api v2 I have added all mandatory fields but still same Can anyone please check and advice  {    "description": "Validation failed",    "errors": [        {            "field": "lsungsversion",            "message": "It should be of type String",            "code": "missing_field"        }    ]} 

Have you ever stopped to think about how your ITSM capabilities either help or hinder your organization’s digital transformation success?While we have to be cognizant that “correlation does not imply causation,” it’s interesting to see (from survey data analysis) that:“The ITSM capabilities with low levels of adoption for the organisations that “have struggled” with digital transformation are:Service configuration management (48% versus 82% for those with success) Service design (53% versus 82%) Service catalogue/self-service (63% versus 84%) Continual improvement (64% versus 85%)”Have you experienced something similar? Where an ITSM capability or capabilities has made a significant difference to your corporate digital transformation efforts (positive or negative)?Please let me and others know as a response...

 One of the targets we are trying to improve is the resolved at first contact however, I need to report on the tickets that are being reassigned to other groups including the subject, who assigned it and the date, I can't seem to find a way to do it, does anyone have a solution?

Hi everyone, I may find some help here :)When agents have solved a ticket, they set the ticket as “resolved”Then requester receive an e-mail with the proposed solution (Event : Agents add a comment to ticket is played)Then a 2nd e-mail  CSAT to approve or refuse the solution (Event: Agent solves the ticket is played) I don’t know why Agent add comment event is played.It should be only Agent solves the ticket, right ?What am I doing wrong ?  Svāgata ! 

Hi there !Maybe I’ll find a solution here.So, here is my problem.I could you use the ‘requester has replied to the ticket’ to reopen the ticket but what I want is that user approve or deny the solution of the ticket, that’s why I’m using CSAT.CSAT is automatically with e-mail notification ‘Agent has resolved the ticket’Requester receive the e-mail : Does the proposed solution solve your problem?Yes, it’s ok (score 10)No, I’m still having the problem. I want this ticket to be reopened (Score -10) I made the automator below but it’s not working as expected.This automator is set to read the CSAT answer (negative CSAT score should reopen the ticket and war the agent)But it’s not working.Actually, I can’t see this event in the ticket activities.The ticket remains “solved”, that is not working. What am I doing wrong ? Svāgata :) 

I am designing a service request and need to add a couple of paragraphs of text.  I have tried to include one as the Field label for a paragraph text, but there is too much and it cuts off.  Have I overlooked the option somewhere for this as I can't believe other people don't put prompts or little guidance notes on their forms.My online chat helper seems to have gone awol for the last 45 minutes so thought I'd post here.

Hi all!I’m wondering what others are doing in regards to Alerts in FreshService. We have done some basic email integration for alerts. I like the idea of not opening a ticket for every alert because we do not need to do so in many cases. However I would still like to get a notification when an alert comes in some other way because otherwise they just sit there. I realize this could also be a feature request but I wanted to see if anyone here had come up with another way to make alerts more effective.Thanks!Karli

Hello, Any Freshservice customers out there who have achieved SOC2 compliance and have leveraged Freshservice in doing so?

Is anyone else completely disappointed with the recent updates to Filters on the Tickets page?  I went from a 1 click, super efficient process to quickly view my different groups and ticket sorting scenarios, to 3+ clicks to view the same data/pages.    Sounds like nothing, but it is a horrible change that creates a less efficient way to work, in my opinion.Please bring back the old functionality or give us the option to select.