Using Freshservice

Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?

Has anyone encountered issues when trying to scan an IP range for Cisco network devices?  I have confirmed by SNMP v3 creds and the range, and what comes back is incomplete.  Is there configuration on the Cisco device side that needs to be done to allow it to pull the correct info?  Seems like the agents work great but the probe is lacking...

Hi all, Rather new to the Low code environment with Power Auto, I am running into an issue with using the Fresh Service ‘Create a Ticket’ Connection. I see in the API Doc it states that a ticket can be recorded as a Incident or a Service Request. When trying to connect the API connection with in Power Automate with a Service Request the Trigger is avoided altogether when called but if the ticket is an Incident it will trigger. "method":"get","path":"/trigger/helpdesk/tickets.json"Is there a way for pulling a trigger for a Service Request instead of an Incident?Kind Regards,Cam

Is there an way to create a custom report that shows CSAT survey responses?

May I ask why tabular data don’t display all the rows? In my case, it only displays 31 rows instead of what it displayed in title (63 Records)

We’re all different in our own way, having been shaped by a variety of factors from our parents, through education and work life, to the many personal experiences had through life. But then there are factors such as where we live and have lived in the world that impact us too.It made me wonder how many of us know the particular differences for ITSM that relate to the country we live in versus the data and insight that generally comes from North America and the UK in teh main.So what would you call out as an important geographic difference that’s missed by the commonly shared IT service delivery and support best practice? And what should your geographic peers do differently?

We are looking at getting our Avast alerts configured in the Freshservice alert module. There is no specific integration for Avast, but I thought we could use the custom integration. However one of the requirements is “Copy the alert payload structure sent from your monitoring tool in JSON format and paste it below..” We have reached out to Avast support to request this and they have told us lthey cannot output their alerts in JSON format.  I was wondering if anyone had come across this issue before and had any solution? 

Hopefully something simple but it’s been annoying me for some time.I have added a custom field (a date) into our Requests form and I am able to query it etc. using the API.The absolute final thing I need to be able to do is simply clear the date through the API. Just the one little button highlighted below, but I cannot find an API command for doing this for love nor money. Please someone save my madness.

Hello,I’m setting up Azure Alerting to FS, following this article. Integrate Microsoft Azure with Freshservice Alert Management : FreshserviceI’ve setup both ends. But the article does not mention what the URI is in one of the steps in Azure.Where do I find the URI? Thanks

There must be very few people around the world that weren’t affected by the pandemic (and many sadly still are) but what about your organization’s IT support capabilities? What do you now do differently to in February 2020 that will likely stay as a standard IT support practice going forward?

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for the printer.  I know this is available through the URL for the printer, but I’m

I am wanting to provide a requester an expectation for IT response without using a table. For instance if the {{ticket.priority}} is Urgent and the SLA Matrix defines that Urgent is First Response = 30 minutes, I want to be able to placeholder that in the new ticket email notification. How can I achieve this?What I am doing today:Dear {{ticket.requester.name}},IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.impact}} of your ticket. You can expect an IT response by using the table below: Priority First Response Urgent 30 minutes High 2 business hours Medium 4 business hours Low 8 business hours  What I want to do:Dear {{ticket.requester.name}},IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.imp

HiAre we able to edit the ‘check out’ page that appears when you press the ‘place request’ button in the service catalog? We have a scenario whereby for some of our service requests we don’t want to show the cost (or total cost) field to the requester when they are viewing the ‘Items requested’ page.  ThanksPhil.

A good while back I asked if your organization is using employee experience management data to improve its IT or ESM service delivery and support operations and outcomes? From what’s it doing to what has been identified to improve upon. Or whether it has plans to do so in the future.Maybe the post was too early in the Community’s evolution to gain traction, so I’m asking these questions again. Do you have anything that can be shared with your Freshservice peers? Please let me an others know via a response. Thanks :)

Hi I wondered if there was a method to convert a MS Teams chat to a ticket,  A lot of the comms now come to specific agents via Teams rather than email (we are a small team) and it would be great to convert a conversation to a ticket - is it possible ?

Hi Team,I am having issues getting my Freshservice Discovery Agent reporting into Freshservice and can not sun any of the Freshservice commands found here:https://support.freshservice.com/support/solutions/articles/50000002840-discovery-agent-commands-mac-linux- I had installed the application once, removed it via command then installed it again, removed it via folder deletion and installed again and I believe we are in a bit of a knot - reading through the forum it looks like there are clean up scripts that need to be run? Can I please get some support?

I’ve read the posts and have installed the Outlook 365 app which allows the tasks created to be placed on the Outlook calendar. What I’d like to do is see the agent’s availability from Outlook in the task calendar - just a free/busy view - to help with scheduling tasks across a team. With this, the agents (and managers) would not need to bounce between calendars to see if an agent is available to perform a task or not. Color coding for each agent in the calendar would be a big plus. Is this something that is available now? 

What is the best practice for doing a yearly hardware inventory? We are a public school district with about 6000 endpoints and id like to do a summer audit.  We currently use the google connector for adding chrome devices and a combo of probe and agent for windows devices.

Currently i am working as a commercial executive in a company. everyday i deal with so many peopple to book orders because im working as a trader. sometimes i have to bear so much disrespect and no one take action because they are our clients. Even boss does not take any action. How can i deal with such customers. Should i enrol your Customer Service course to learn this kind of tectics? 

When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit the organization.So, what ITSM capabilities would you like to add into your organization? And what’s stopping you doing so?Please let me know as a response. Thanks.

Is there a way to disable the email approval notification when creating or editing a contract. This is an unnecessary step for us.If this is not possible can I approve a contract when creating a contract to avoid these notifications.

Hey everyone, we’re looking to bolster our CMDB by providing discovery into your Cloud infrastructure. We’re starting off by supporting discovery on AWS and Azure and will add more providers incrementally. I’d love to connect with anybody who would be interested in this feature. 

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for the printer.  I know this is available through the URL for the printer, but I’m

Greetings,Is it possible to run reports on word searches (and other information) that customers at my institution use to search for solutions?Thanks much,Denis 

Members of our CAB also request and implement change tickets of their own. I want a simple way to remove a CAB member from the list of approvers if they are the requester or implementer.  How can I achieve this?