Using Freshservice

Please add the colomn Resolved date in the ticket. Ticket automatically resolve after 3 days for us.We all resolve the ticket and not using close. The close column is not really helpfull in the ticket list.

Hi So this is a mix of how do i do this but also what i have created is causing a mixed result. I felt i had created an easy percentage result but from checking further it looks incorrect. I wanted toget a percentage From tickets raised last month Show tickets from ‘ Tickets within first response SLA’I believe this was correct but when i compared with first response sla violated there is basically a gap of 21% because it should tally up to 100% because you either hit the first response or don’t. The widget filter is below along with the metric used. This one is specific for incidents.  Am i missing something    

Hi,We are starting to work with Freshservice and we are starting with the Projects part.We are starting to add task lists, with their tasks, indicating times for each one. The first problem we see is that the Gannt chart display is only for days. Our first project is a weekend, so we need to "zoom" in order to see the detail of the tasks. Some last half an hour and in the diagram they occupy a full day.Another issue that we don't know how to do is that the task lists are displayed in the order that they were added. We don't know how to reorder them. Is this possible to do?Thanks!

The notifications in the phone app are nice to get an alert that something happened, but the card in the pull down is not very useful. I would expect it to show just a short snippet of latest notification(s). Instead it seems to show notifications from several weeks ago regardless of the state of the ticket or whether I've read them. This isn't helpful in determining what the notification is for and whether I need to act on it now, I end up having to open app to view that notification that triggered the alert.In the attached image everything listed is over two weeks old and long since resolved

One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)

Hi, we are using Freshservice (Garden plan) and we are experiencing issues with session timeout feature (Admin > Security) not working correctly. Well, not working at all actually. Turning it on, off, changing values does not change its behavior, agents are timed out after about 5 minutes of inactivity and we would like to prevent that. Is there any way to remediate this?

Alan Berkson and I are recording an enterprise service management (ESM) video-on-demand talk today and it got me thinking about the key factors involved in organizations either adopting or not adopting an ESM approach.So, if your IT organization is already sharing its ITSM capabilities with other business functions, what would you say was the one thing that spurred it to do so?Or, if there’s no sharing of ITSM capabilities with other business functions, what’s the one thing that has prevented this?I look forward to your response(s).

When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below. 

Basically title, I can get SSO working with pre-existing freshworks users however it doesn’t work with users that only exist in Azure AD (“-insert user- cannot be logged in as this user is not part of this organization”). So am I missing something or do you need to add/import users even if they’re going to use their AD login ?

Has anyone had any issues in Teams with getting a message from the Freshservice bot saying “sorry I couldn’t recognize you as I was not able to find an email address to your account. Please consult your IT admin to fix the issue”?

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 sca

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 ser

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 month

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).