Using Freshservice

Hi Team, I would like to about the amount of product upgrades that freshwork ITSM does in an year.  Thanks and RegardsJonathan

MTTR - in your opinion, is this Mean Time to…Resolve/Resolution Repair Restore Recover/Recovery RemedyOr something else?I’d love to know your thoughts :)

  Are the mid-week blues taking over your day? We know a fun way to cruise through those blues. Paws-IT and beat that mid-week slump by taking part in our exciting event! Freshservice is celebrating "Take Your Dog to Work Day" on June 25th and we are organizing a special contest for all pet-parents and dog lovers out there. Here’s your chance to win a special goodie basket filled with treats for your canine companion. You will have to: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog  Tag us @freshserviceapp with #ITMadePAWssible We will be announcing three lucky winners on June 28th. Hurry up and send us your entries by June 25th! 

Sometimes it’s the most unexpected things that make us smile most. In terms of your use of Freshservice, is there something - no matter how small - that makes you smile more than anything else? Please let me know via a reply and hopefully you can be introducing others to great things that they might not know exist in Freshservice.

Hello, freshservice it’s for me? Small web agency 

Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: servicedesk@msp1.com for customer 1 and 2 when they recieve a activation link. And servicedesk@msp2.com for customer 3 and 4. kind regards, a

 Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.

I have seen a number of discussions around adding software to a user that has not been scanned. This is a great tool. What I would like to know if it is possible to have a template, or bulk add to a user. We have a number of CALS, and user based licenses that are no scanned. There are approx 9 that have to be added to every user manually. What would be ideal would be if there could be a user creation temple that also included a set of standard software assignments.ThanksDamian

I’ve been having issues attempting to get SAML working with Azure.  I’ve got past initial problems with SAML assertions and responses and am now getting “<test user> an error cannot be logged in as this user is not part of this organization”.  The user is present in Azure and the application is set to not require assignment.  It’s driving me nuts.  Any ideas, please?

Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :) 

Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket?  Our old system would key off a string in the subject line.  FreshService seems to work differently.

We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.

Is there a documented behavior for webhooks if the endpoint that is called returns a unsuccessful 500 status code? Is there built-in re-try functionality?

Our users are asked to complete the Captcha when logging in and resetting passwords, they are answering up to 7 screens before being able to get in.  Our users need quick access, can we disable the captcha’s?

Has anyone integrated Freshservice with cornerstone or globalscape? If so, do you have any advice? Or Hot tips?

I've been trying to use the V2 API for data extraction, and wanted to provide some feedback. First, it's great that you've increased the ticket page count to 100 - it results in far fewer calls.Problems/Frustrations I've had:1) no time entry detail in V2, which I've mentioned in direct support ticket, but would like to reiterate that I feel this is an important feature considering how important time is. It's not enough to have integration with accounting software, as the direct time entry detail is important for operational reports and I'd rather be getting this directly from the system of record. Can I suggest that you add an API method to retrieve all time entries with their parent ticket id, with paging of 100 at a time, and a filter on created or updated date? The v1 API allowed requests for time entries if given a ticket ID, and this requires an API call per ticket, which was/is very inefficient. 2) ticket lists return merged tickets (children) with no discernable way to identify

Reposting ticket here in hopes of actually getting a response and hopefully a solution: 

We have a small team and I wanted to look at using either the inbuilt project management in FS or an external one like Wrike. and have the Tasks that get created in the PM tool sent across AS service request. Enabling the team to work from one product and myself managing the project. I see that you can have task in FS but this mean the team have to keep flipping out of the queues. Any ideal would be great thanks 

We are looking at setting up a dashboard on a big tv so our team and others can see our workload.Curious if other servicedesk teams are already doing it and have they found it helpful. 

Some employes still works on the outllok client.Is it possible that emails which are received and converted to tickets are still marked as not readed? 

We are looking for a way to add a questionnaire form to a ticket that the end user can fill out based on the issue they are having.  This is to help us save time of going back and forth with an end user to try and get all the basic information we need like who, what, where, how, etc…Also, looking to have it where our technicians can attach or add it to an existing ticket as needed.Any suggestions on how to do this?  I was looking at the custom forms, but that seems to only have you modify the base ticket form, and we are looking more for a add on or question form they can fill out that will add the information to a ticket.

Hi All,Anyone else missing the SLA reorder button since this went live? Old UI: New UI: 

Hi there, first time poster so please be kind!I am looking to setup widgets for each of my Agents which shows the amount of tickets (and percentage as a whole) the have closed in the last 30 days, the average time taken to close tickets, and any SLA breaches they may have incurred.  Any help will be much appreciated. Thanks!

The new header and navigator look great, until I have the look at the whole giant bar.  Is there a way to get the compact bar on all screensizes?

I added a new ticket status called Waiting for Vendor.  I also added a field for agents called Vendor ticket number.  If we have to open a ticket with a vendor to help resolve the problem that was submitted in to us, we can change the status to waiting for vendor and if we have a ticket number we can key it in the vendor ticket number field. The only problem is that when the ticket is in this new custom status, it does not think its open anymore.  When your on the All Unresolved Tickets screen, the tickets in this status do not show.  Technically they are not resolved because we are still waiting for a vendor.  Some vendors can take a long time, weeks or months, and we could easily forget about these tickets if they are not in view.  Tickets in this status do not show up in My Open and Pending tickets either.How can we program custom ticket status fields to still signal to the system that its an open ticket?