Using Freshservice

Ten years ago I wrote a blog called Giving Back to the ITSM Community in which I stated that we have the answers to most of our ITSM and IT support questions between us. I still believe this to be true and an upcoming Fireside Chat with Freshworks will discuss this, some specific common issues and “the answers,” and how we can better help each other to improve by using knowledge-sharing capabilities such as the Freshworks Community.The chat details are still being finalized but if you subscribe to this post you’ll be updated once this is done. Thanks.

Hai all,    I created an application in freshservice which is integrate with the third party systems. Everything is working fine in that app. But i need to add new features in that app. They are,Add user scopes to make the app accessible only by selected persons.Add private note when a button clicked in an app.How can i complete these tasks? Kindly share your suggestions. Thanks in advance...

I am trying to create tickets using postman or python , but i get back this error as follows{    "code": "access_denied",    "message": "You are not authorized to perform this action."} from http.client import HTTPSConnectionimport jsonfrom base64 import b64encode#This sets up the https connectionc = HTTPSConnection("midwichhelpdesk.freshservice.com")#we need to base 64 encode it#and then decode it to acsii as python 3 stores it as a byte stringuserAndPass = b64encode(b"tazeen_86@hotmail.com:Tazeen86!").decode("ascii")headers = {"Content-type": "application/json", "Accept": "application/json", 'Authorization' : 'Basic %s' % userAndPass }data={ "name" : "Taz", "requester_id":1, "email": "tazeen_86@hotmail.com", "phone":"+61452418384", "status":2, "priority":3, "source":1 }json_data = json.dumps(data)#then connectc.request('POST', '/api/v2/tickets',json_data, headers=headers)#get the response backres = c.getresponse()# at this point you could c

bonsoir l’api ne renvoi que 30 enregistrements.pourquoi ?exemple : https://<societe>.freshservice.com/api/v2/requesters 

I have several Categories and Sub-categories used in Incidents and Changes.Is it possible to hide categories if they are no longer required? If not, what happens to the information in existing (albeit resolved and closed) incidents and changes if I delete the Category or Sub-category?

Seems like the FreshService Discovery Agent does not support the latest OS for Macs. Can we please get this sorted?

Good day, I've encountered a problem with getting agent data via Freshservice API. I'm making a GET request at '/agents/${id}’ to accuire an agent user data information, but in response I'm getting 404 Not Found Error.I use requester Id that is present with the creation of a ticket. I should note, that when the requester is not a Freshservice agent I can get their data just fine. How can I fix this problem, or is it a known problem? If so, when I can hope it will be fixed? 

Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch our video to get a glimpse of some of our key observations from the report. 

Maybe someone has a tip for us:We want to assign incoming tickets to an agent group. Special feature is, we have two agent groups:  1. internal IT (standard office hours)2. External IT Service Desk (extended office hours) How can we set this up so that, for example, from 06:00 PM to 10:00 PM all incoming tickets are assigned to extended support and the next business day from 08:00 - 05:00 PM the rest to inquiries? sorry i can't find any option. :(Thanks a lot and see you soon,Christian  

​​​​​​Hi everyone, We are excited to share with you our first edition of the Freshservice Service Management Benchmark Report 2021 (FBR 2021)—a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs and benchmark against the index, thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.With anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets, the FBR 2021 draws insights across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.The report provides insights into:  Key metrics required to measure service desk excellence How peers across industries and countries perform Characteristics that determine agent productivity and service desk efficiency Future-proofing service manageme

 Dear Users,Beginning October, 2021, Freshservice will be dropping all support for Internet Explorer browser and would recommend you to move to a more modern, user friendly browser.Why are we dropping support?Internet Explorer 11 was released over 7 years ago and has not been updated since 2015. It is currently being used by less than 1% of all the internet users and 3% of our customers.So, when Microsoft announced that IE will be retired for certain versions of Windows 10 on June 15, 2022, we decided to follow the course.What Next?For an enhanced user experience and continued support we recommend you to migrate from Internet Explorer and use a modern browser to enjoy modern web standards and improved security and functionality. Click on the link below to download the browser of your choice.Google Chrome - LinkFirefox Mozilla - LinkMicrosoft Edge - LinkFor any further questions please reach out to your account managers or post them below and the team will help you with it.Regards,Team

I have mentioned this in the past and it’s worth repeating. It’s not necessary a “Feature Request”. It’s more a request to fix the UI.The Save/Publish functionality in Solutions should mimic the dropdown menu in Service Items. Aside from the Save/Publish two step being a bad design, it is prone to errors. Agents click Save and naturally assume their changes are published. In order to publish, there is an entirely different button forcing one to perform more steps than necessary or just completely forget to publish and what should be a live article is hidden because Save defaults to Draft mode.Canned Réponses have a completely different design. Update. That’s it.So three different ways tells me that the different developers are doing things differently and not following (or having) a single Human Interface Guidelines to go by.and 

If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.

We recently purchased Lumapps wondering if there is any integration with Freshservice.

If I want to update a Service Request item. with the following@" { "priority" : 1, "status" : 2 } "@But when I run my code I get this....Invoke-RestMethod : {"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Incident'","code":"invalid_value"}]} At I don't want to update the "type" field because it is already set to "type": "Service Request", if I change this to "type": "Incident",It works but lose all information on the Item.If I add "type": "Service Request" to the code it does not work.... Does someone know how to bypass the error.... Or another workaround?@Freshplease update you're API....

any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t

Is there a possibility to add a video in article instead embedding the video ?

I am trying to change the Asset management to our needs but I am hitting walls every time I am trying to change something.For example I am trying to remove certain form fields or change the name of fields but there are no options for this.When I am trying to remove the Cost tab of a new asset, I can’t find the option at all. I am looked thru the solution DB and community help but no success.Is there anywhere where I can find manual or tutorials in depth of the asset management?

I am trying to create bundles of products, ie mouse, keyboard, docking station, monitor etc in which the user just selects the products they need. This stops separate tickets for each small item. However, each small item still shows in the service catalog as a separate item to be ordered which cancels the usefulness. There seems to be no way of saying I don’t want requesters to see the small items separately, only the bundle. It seems they have to be available to be viewed within the bundle.Is there a way of restricting visibility but still having the products in the catalog as the only options are all requestors or requestor groups which need some people in them!Thanks

Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.Is it simply not possible to access this with js? Just being a noob with js and fd, I feel totally clueless. Adding my own name automatically to the tickets I handle should not be that very difficult or did I miss something?  Even trying with use of slow /canned responses, may I also set the ticket properties and tags /c ? Been made to improve productivity and if this /canned1 response is suitable for 80% of my tickets and 90% of them are incorrectly ticketed. It would be great if there is an option to do so. In-case this is simply not possible to achieve for us agents working with FW- Are there any fr

Hi thereHow can one assign a child task to a user who is not set as an agent in FreshService? (The user will still be part of company with a standard AD account).Thank you.

Hi,I am relatively new to FreshService.I assisted in the bulk implementation and configuration.Our Council went live with FreshService July 1st last year.I know that we have only scratched the surface on what FreshService can do for us and was hoping to get/share some ideas with other FreshService Agents on how to improve it. Thank you,Jim Dumay

Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests.  We are going to expand in to change, problem, project, knowledge, asset etc.  Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks

This may seem like an odd question but I have recently applied for a position as an administrator for Freshservice.  I have experience with other ITSM tools (Supportworks, Ivanti Service Manger) with admin, configuration and customisation and have looked at the Freshservice Academy Freshservice Administrators course.  From an admin and config perspective, everything looks fairly standard and intuitive so I don’t have concerns about that. At the moment I’m unsure what level if any of development/customisation might be expected in the role but in preparation I wanted to see if I could get an idea of how that aspect compares to other products?  Do any Freshservice developers have experience with other tools and can they give me their thoughts on how they compare?Thanks in advance!Stace