Using Freshservice

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. 

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 ra

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

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 :)