Using Freshservice

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.   

As part of something being written based on AXELOS ITSM Benchmark Report data, the ITSM capabilities of organisations reporting their ITSM success either as “still much to improve upon” or “getting there” were compared.“The first, and unexpected, trend is that the organisations reported as having “still much to improve upon” predominantly have a higher level of ITSM capability adoption than those seen as “getting there”.” This potentially looks as though resources are being spread too thinly (across ITSM capabilities) in the organisations that rated their ITSM capabilities the lowest.This was followed up by the analysis of the “working well” ITSM capabilities in these two groups, which restored teh expectations between these levels or reported ITSM success:“...it’s likely the mid-tier “relative” increases that offer the best insight into the transition point between an organisation having “still much to improve upon” and “getting there”:•    Service reques

Hello, We have a integration project to send tickets from Freshservice to a supplier, that includes attached files if there are any.Have a hit wall when we tried to get the URLs for files that is attached to the latest comment(private). The URLs need to be in a string with a space or line break between them. I used the API Service Desk API for Developers | Freshservice (List All Conversations of a Ticket) to retrieve all conversations but I haven’t found a way to the get the latest conversation and the related attached files.  As I understand it the JSON parser adds all conversations attachments/values into one placeholder. Anyone has a solution/workaround to this ?  TIADaniel 

I’m writing an article on this based on the ITSM capabilities adopted and how well they’re working (and I will drop some snippets in as a response once the data analysis is complete). But what do you think? It could be anything not just specific process strengths, e.g. the ITSM tool, people, training, strategies, metrics, etc.Please let me know as a response.

Dear all, can i check with you guys on how to edit the group member? Will be grateful for any help you can provide.Thanks.

i am new to freshworks and i want to confirm if there is way to integrate Gmail with Freshworks.I honestly want to know if when i create a user on Gmail it automatically created on fresh works

Dear all, May I know how to add new item to the list?   Will be grateful for anyhelp you can provide.

Here’s some data from a recent ITSM Benchmark survey and report with AXELOS (hopefully the full report will be out soon):ITSM Practice and Adoption levelService desk    89%Incident management    89%Service request management    85%Change enablement    84%Problem management    80%Knowledge management    79%Asset management    78%Relationship management    77%Continual improvement    73%Financial management    72%Service catalogue/self-service    69%How does this adoption profile stack up with your organization? Please let me know as a response.

Hello, I have a question regarding admin Privileges for Onboarding.Does the account used for “Create User” in Microsoft Active Directory via Orchestration really need Full Admin Privileges? The installation guide mention either Administrator or Remote Management Users but is there another way?https://support.freshservice.com/support/solutions/articles/50000003264-installation-guide-for-microsoft-on-premise-active-directory-orchestration-app“IMPORTANTThe login credentials used in the app configuration should be either of an Administrator or an user who has been added to the built-in group “Remote Management Users”.”

I am using freshservice version 2022 .R03L.02 When I close a ticket, where does it go? What list are the closed ticket's in. When I close a ticket, I can’t find it.Thank you.

Good morning.  We have installed the Freshservice probe one of our servers.  Our security software is blocking a script that the probe is trying to run regularly called CheckUserAccount.vbs.   We need to know what the impact of this script being blocked is.  What is the function of this script?  It appears to just test a login to the domain via LDAP lookup. 

I have connected the “Servicebot for Microsoft Teams” app in Freshservice and the “Servicebot” app in Microsoft Teams but when I go to create a ticket from a message (Right click on the message and click create new ticket) a window pops up and says “Unable to reach app. Please try again.”  I have tried uninstalling and reinstalling the integrations multiple times. Any other suggestions on getting them to work? Thanks!  

Hi all, I am facing the issue that our customers are leveraging their own ITSM tools to send updates to our instance of freshservice. When our incident then gets closed, the email is not sent to the requester, instead will be sent to a closed incident on customer side and will not get a reply. I am wondering if anybody is facing the same issue and has found a way to solve it. Any help is appreciated. 

I am a small MSP and I need to be able to get a list of resolved and closed tickets at the end of each month for billing.The filters do not seem to allow me to just get a list of resolved/closed tickets for the month.On top of that there seems to be no way to get a number from the tickets list for billable hours.Any suggestions?