Using Freshservice

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Hi all,I was reviewing the contact page of a managed IT services firm and noticed they offer email, phone, and office addresses across multiple locations.I’m curious, when trying to Contact Pegasus Technologies, which method tends to get the fastest, most helpful response (email form, direct email, phone, or visit to office)?Also, are there best practices or red flags to watch for in how they structure their Contact Us page (for example, missing details or vague how did you hear about us fields)?

I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

We have been using FreshService for about a year.  One of our outside vendors that works on our security system uses Jira Service Management, so we’ve had some exposure to that system recently. One of the really handy features of Jira has been the ability to “@mention” our coworkers (other agents). This is helpful in that I can say someone’s name in an internal reply and it calls their attention to the ticket via an email.It appears that FreshService does not have this ability. I know I can create a “private” note, but even this doesn’t let me clearly and easily “tag” someone in the ticket…  I have to put them in the “to” line.I searched the community, and I saw an old feature request for this, but I can’t even upvote it, as it says voting is closed.  It gives no indication of why it’s closed (that I can tell?)  Maybe this means the feature has been implemented and I just need to know how to turn it on?

I’m running into an issue (self imposed really) of syncing workflows from sandbox to production where we have endpoints specified in sandbox (ex: companyname-dev.freshservice.com) but when syncing into production, it should not have -dev on the end.Conversely, when I create a sandbox if I run a test ticket, this could mean that tickets in production are being manipulated despite the request coming from the sandbox environment. Is there a way that I can use the environment name as a placeholder in the URL for web requests at least for FS stuff? For example: {{instance.name}} as a placeholder being put ahead of .freshservice.com so that when in sandbox it’s using whatever that instance name is vs when in prod it’ll be in prod.

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I am new to Freshservice and still trying to get around the configuration. I’ve been looking at some of the third party integrations (e.g. AzureAD Provisioning) however they require an API key.If I follow the instructions to get my API key - select my Profile Picture (top right) > Profile Settings on the right hand side there’s a heading Your API Key however underneath there’s a message that says:Your API key is disabled. Please contact your admin to enable it.I am the organisation admin for our account so I assume I have the correct priveleges, and I have been searching the documentation and the internet and cannot for the life of me find any information on how to enable it, other than ‘speak to your admin’…If someone would please shed some light onto this that would be amazing as it’s increasinly frustrating that I cannot locate any information - and starting to tarnish my opinion of what ap

We are thinking of adding our Device/Asset Terms and conditions into FreshService and have seen an article about creating a Document Template and linking this to a Service Request however I would like to know if and how others are doing this? I have managed to create the template and the service request but don’t see how the process would work to get the end user to “accept” the terms and conditions and some how record their acceptance or acknowledgment. I’m also aware that we have the ability to add an e-signature for the user to sign the document but this will require us purchasing additional licensing for this. Is anyone using this function of FreshService in a similar capacity? I would love to hear how others have their processes set up.

Guys, I’m really wondering if I’m the only one who’s seriously annoyed with the way notifications pop up and block parts of the screen?  Like, I’ll update a ticket, and i get a flyover announcement that I updated the ticket.  I delete a task, and see a notification that the task was deleted.  So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen!  Every time I go into the admin section lately, I get a flyover menu to select a workspace.  But I am not using workspaces, so there’s only one choice, and it won’t go away until I make a selection.How can I turn these things off, or reduce the amount of time they’re displayed?  The helpdesk is not able to give me any help.In the words of Freddie Mercury:  “I’m going slightly mad” 

Service Catalog field properties allow for conditions to filter data sources.  However, there is no “Is Not” operator.  Any ideas how we can filter the field data source to exclude records? In our Service Catalog, we have a form for ERP access.  There are several divisions within our ERP system and several regional security groups that must approve depending upon which divisions are selected. We prompt the requester for their Home Region, then display all divisions available within that home region.  We are using a custom object which contains the divisions and their respective regions. On the Division multi-select field properties, we have created a condition where the Division Region is the Home Region the requester selected on the form.We would also like to display a separate multi-select field with all divisions NOT within the selected Home Region to allow them to select others, which require different levels of approval.  As men

We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.Process would be:Scan QR code User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc) Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue.  Ticket is then routed to the correct team dependant on the workflow behind each answer.My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how. TIA

I have a production hall where the employees only have a mobile phone. They need to quickly and easily be able to create a ticket using a QR code from their phones in case of a breakdown of equipment The ticket should only contain their mobile number and an optional field for entering a description of the problem. I understand i can create a service desk item and link a QR code to that item and later convert it to a ticket. But this requires the requester to select him/herself as a requester and this is what i would like to avoid. I just want them to identify a callback number. Can I do this, and how? 

Hi everyone,I was looking into different bulk suppliers and came across Apparel USA Wholesale. On paper, they seem to offer a wide range of clothing at decent prices, but I’m not sure about the quality or reliability.Has anyone here worked with them for bulk apparel orders? Did you have a good experience, or are there other suppliers you’d recommend instead?

Is there any ability to re-order Project Tasks? Maybe it’s been added since the last topic in April, or it’s on the roadmap?I can see that this has been a missing functionality for at least 7 years, requested numerous times, but since it hasn’t been added yet, I’m going to ask for it again. This is an important feature and not having it takes the PM feature from pretty good (fantastic as a part of the whole) to marginally useful. It’s like if MS Word made you define the page and margin sizes when you created the document and prohibited you from ever changing it again afterward, forcing you to recreate the document from scratch when you realized you needed to make a change.Common, guys, this is an IMPORTANT feature. I’m starting to make my team use this, and this missing item is going to create problems for me. It can’t be that hard to implement. Let me know if I’m wrong and this has been added, and I’m just missing it somehow.

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Hey everyone,I've been exploring different trading strategies lately and came across the concept of copy trading signals. The idea of automatically mirroring the trades of experienced traders sounds appealing, especially for those who don’t have the time or confidence to trade actively themselves.However, I’m curious about the real-world effectiveness of these signals. How reliable are they over the long term? Are there certain platforms or traders that have proven consistent? And what are the risks involved — particularly when market conditions change rapidly?I’d love to hear from others who have used copy trading signals. Have they helped you grow your portfolio, or have you had mixed experiences? Let’s discuss the pros, cons, and best practices to get the most out of them.Looking forward to your thoughts!

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Hi all i want to close all connected incidents if i close a Problem. there is a default workflow but this is not workingi have to close the incidents by hand, after this i can close the “problem” - how can i fix this  

Hi everyone,I’m exploring the idea of contributing guest posts to other blogs in my niche to increase visibility and build backlinks. I’m curious about best practices when it comes to guest posting.How do you usually approach blog owners? Do you focus more on quality content or networking first? Are there any common mistakes to avoid, like overly promotional content or poor topic selection?Additionally, how do you track the impact of your guest posts on traffic or SEO?Any tips, personal experiences, or resources would be greatly appreciated!

I try to create a new Service Catalog Item, i want to use the Custom Field “URL”.But all i got is a simple Textfield, without a link or the opportunity to insert a link

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I am using the Changes module to track IT change requests and its workflow from Request initiation to Go live with multiple stages in between. I want to find out how much time was spent in each stage of the workflow. This is similar to the time spent in tickets module. But i cant find a equivalent for the changes module. If i could get the activities details through an API that would be the best, but dont find an API that would get me the activities details for a change.Any Ideas ? 

every time you folks at FW put out a new feature, it consistently has some elements that make me wonder who the heck is approving program design over there.  Today’s frustration:  exploring the new Journeys.  There’s a form widget to add attachments, but you only allow PDF, TXT, PNG, or JPG.What do you guys have against word docs or excel spreadsheets?  Why place any restrictions at all?All of my onboardings are documented using Excel, and while I may or may not agree with using excel this way the point is this is ingrained into my company’s process, it’s not going to change.  So I guess this is another “improvement” that we won’t be able to use over here.I would discuss this with my account reps, but (once again) they seem to have disappeared.  I can’t bring this up to the so-called Insiders program y’all invited me to, I have not gotten a response to my request for a call since May. FW had me in a “top contributors” group that met, I think, twice last year and

I'm exploring options to strengthen my U.S. residency application and came across IMG Helping Hands. They seem to offer clinical rotations, research modules, and ERAS support for international medical graduates.If you've worked with them before (or know someone who has), I'd really appreciate hearing about your experience — especially in terms of: The quality of rotations or research projects How helpful their ERAS or interview support was Whether their programs helped with getting interviews or matching Any feedback, good or bad, would be super helpful. Thanks in advance!