Using Freshservice

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected. Can anyone help?

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Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Hi,I’m trying to create a workflow that will notify the requester when the agent adds a note to the resolutions tab. I’ve reached out to the support team and they’ve confirmed there isn’t a condition/function available yet for the resolutions due to it being a relatively new feature, but may be an enhancement coming soon. In the interim, has anyone come up with a workaround? Thanks in advance. :)

I am revamping our Onboarding with the new module, but there is no option for the stakeholders to deny an onboarding request. It doesn’t happen often, but occasionally our stakeholders will deny a request due to incorrect information or other reasons. That option is not available on the page they are sent to in the new module, only ‘Approve and Submit’. Is there a way to give them the option to deny the request and not create all of the child tickets once submitted as a denial?

Hi AllI see this question has been asked but I am not seeing an Answer. There is a script to use to Create Subcategories in the Service Catalog. Can anybody that has this script please share it with me and advise where to put the script in the portal.Thank You

What’s the best way to implement a guided “Report an Issue” form? We support a particular application for a business unit.  There are a number of issues this team might need to raise via our service desk however there are 3 different Level 2 escalation paths that are determined by the type of issue they’re experiencing.  I’d like to expedite and automate their support requests as much as possible and reduce the workload for our Level 1 support team. My idea was to create a custom “Report an Issue with <Application>” form for them, where they could choose from a dropdown box of components they’re having an issue with.  Depending on the selection, I would run an automation to automatically escalate to another team by moving it between workspaces or assigning to an L2 group. However I see there is only 1 request an issue form.  I don’t want to make a custom field mandatory that ALL other users would then have to complete.  What’s the best

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My goal is to create a parent ticket assigning 2 child tickets. The 2nd child ticket has to be completed by a certain date. The parent ticket will have questions the agent needs to satisfy before going to the 1st child ticket. Parent Ticket (answer questions)Child Ticket 1 (do the first part)Child Ticket 2 (do the second part on another day)Reminder - receive a notification on the day assigned to do child ticket #2 I have created the template with questions for the parent ticket    

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

I am working with the new Journey’s and having an issue with attachments, workflow automator, and uploading them to Onedrive. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing an issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended. Has anyone had any luck moving attachments submitted via Journey’s to a Onedrive or similar area through the workflow automator?

I am working with the new Journey’s and having an issue with attachments, workflow automator, and uploading them to Onedrive. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing an issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended. Has anyone had any luck moving attachments submitted via Journey’s to a Onedrive or similar area through the workflow automator?

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

Hello all, our organization currently utilizes Freshservice and I’m experiencing some issues when it comes to Journeys and the flow of attachments from a Journey into a Ticket.  My current goal is to have the attachment flow from the Journey request, into a OneDrive folder of our choosing.  I have the Journey, Workflow Automator, and OneDrive all set up. The problem I am running into is with attachments submitted through a Freshservice Journey. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.This is causing a downstream issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick t

Hi all, Hopefully an easy answer but I just can’t get it myself.I am new to customising the portal and haven’t got much experience with css/html. I am trying to remove the solutions option from the header menu.From looking around I have been able to remove onboarding, offboarding and the service catalog with the below code: #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{  display:none !important;}#emp-offboarding-list,#main-nav > div.main-nav-items > a.employee_offboarding.ficon-employee-offboarding{  display:none !important;}#catalog-list,#main-nav > div.main-nav-items > a.catalog.ficon-service-catalog{  display:none !important;} However, I can’t seem to figure out what needs to be done for the solutions?I have tried altering the above and changing the necessary fields to be solutions,

Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?

I was checking the total amount of closed tickets since we adopted Freshdesk and noticed that some contacts didn't have a company associated. I manually checked the contacts and was able to reduce this amount. However, I still have 158 tickets that no matter what still show the company as empty. Checking the underlying data showed me that some tickets are form customers (so they are actually contacts) while other are ticket opened by ourselves (i.e. agents). I tried to fill the company information for those agents and the issue persists. What I am missing? 

We just had the new Journeys module onboarded to our Helpdesk. I created a Sandbox duplicate of our production environment and began setting up the Journey. When I go to publish it I keep getting an error message saying that I need to assign a Workspace for the Journey. I select the HR Workspace and click Save…. and nothing happens. I click Save over and over and nothing happens. I think, well Onboarding and Offboarding were wonky in the Sandbox to the point I couldn’t use them, let’s try it in production. Same result. Anyone else getting this problem?   

As in the title: I need every time a journey request is opened, it is automatically assigned to a single specific group (so that they receive the assignment email).I don't see any specific triggers for journeys in the flows, and I can't find this option in the settings.How can I do this?Thank you.

Hi, I’d like to know if it is possible to create a dynamic section for a custom field which already has a dynamic section added to it in a service item form. I am unable to add nesting dynamic fields and there seems to be no solution article supporting this requirement. Any workaround will also be helpful !!

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I’m trying to find a way to create custom fields in the location object.  We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this.  Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?

We've been using freshdesk to handle user queries for our gaming platform stumble guys modded version game where users often need quick support related to gameplay issues, update or access problems.I wanted to ask:What are the most effective ways to reduce First Response Time (FRT) in Freshdesk?More specifically: Any automation workflows you recommend? Does integrating Freshchat significantly help? Can we create response time SLAs by issue type (e.g., tech support vs. account help)? Would love to hear what’s worked best for other fast-moving businesses, especially in digital or entertainment industries.Thanks in advance!