Using Freshservice

Hi,I wonder if is possible to hide Incidents as a whole, since we are already using Service Catalog. In the near future we would like to show it again but just a few people/groups in the org. Thanks in advance.

I need to update my email address but prompts an error:I searched if the email is already been taken but no results found, neither in requesters nor agents list

Casey is a smart, graceful and moderate knowledge base template for Freshservice that has clean and unobtrusive pages with an elegant logo standing out in the top left corner. Despite its simple design, the theme includes numerous useful add-ons like Font Awesome icons,

I have followed instructions for reply threading referenced here:https://support.freshservice.com/support/discussions/topics/308918No matter what I do I cant get new emails to thread to existing ticket. Scenario:I create a ticket in freshservice that gets assigned to an Agent that is actually another internal system that creates its own ticket for the issue freshservice creates. (long story!)The second system doesn't actually reply but actually creates a new "notification" email back to the freshservice system (that would seem to be coming from the assigned agent). So in order to thread it to the correct ticket to add a note I have put the freshservice ticket ID in the subject line of outbound notices from the other system. In fact I have made the subject line match exactly. However, none of the recommend

I love the Requester Responded alert on my tickets, but I would expect the alert to go away after I've read the response.  How can I make the alert go away without Replying to the Requester again?

Is there any information anywhere on the behaviours of CC and BCC on tickets. You are given the option to remove an individual user or clear the whole CC box but doing any of these still sends the agents responded to the user you removed/cleared in the CC box. To me this is wrong and if you explicitly remove a CC it means you don't want them to receive the response for whatever reason much like an email this could prove very costly and the response should only go to visible addresses on the agent's reply. If the requested then reads the CC then yes it should reappear. If this is by design then you should not be able to remove the addresses in the CC box.Is anyone else aware of this as I've been using Fresh service for 3 years and I was unaware of this?

Hi there,I am trying to get backdated invoices for my FS helpdesk. I had them all saved on  TD but it has unfortunately died.I have emailed support 3 times and had no response, if anyone has any advice on how I can get these invoices I would really appreciate it.Thank-you,Ryan

Hi Team,We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.

When using the Bulleted List element in an Email or Note in any type of ticket in Freshservice, the bullets don't appear in either the editor or the saved Email/Note.Looking over the styling of an unordered list (UL), I noticed that both the UL and OL elements are told to not have any kind of list style.When using a Bulleted List, seeing the Bullets is expected behavior (as far as I'm aware).I have attached a screenshot of a Note I added to a ticket, the HTML outputted, and the styling applied to the element.

I've been over and over the topics and can't find what I need. We are forcing incident category when closing a ticket, the problem we are having is when a service request is placed the system is also forcing categories for these. Is there a way to separate the categories between the two so my techs are not choosing the wrong category? If not, how is everyone handling this process? I've tried several ways to handle this but am not happy with the way it's set now. Do you list both request and incident categories under the same item?

When showing the relationships in IE11, the view  is scrumbled. When opening in Chrome this is working fine see printscreen 1

This is a very minor issue but wanted to report it through the forum in the event anyone else has seen this occur.Not all of our agents are keyboard jockeys and prefer navigating with their mouse. When they are searching for a ticket number provided to them via external communication needs (Slack, email, etc.), the agent will copy the ticket number, right-click in the Search field in Freshservice, and then choose Paste from the contextual menu. When this occurs, the search results do not autocomplete in the search field.Typing in a ticket number or using the keyboard shortcut Ctrl+V / Cmd+V will autocomplete the search results properly.I have been able to replicate the issue in Google Chrome 68 on macOS 10.13 as well as Microsoft Edge 42 on Windows 10. See the attached recording for an example of the issue.

If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem.  (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response.  This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.

Currently I am in freshservice development and I created a app to check some of the information of the asset but unfortunately I only get like name.  client.data.get('requesterAssets') .then(function (data) { console.log(data); }) catch(function (e) { console.log('Exception - ', e); });  

We are having trouble getting crisp images uploaded onto the Service Catalog items we create. We uploaded a 130x130 image, we tried increasing the size / resolution, changing contrast settings, we even had support help us with configuring the image. Still fuzzy. What is really strange is if we "Change Image" the preview is crystal clear, it only becomes distorted when we save the item (draft or published, doesn't matter). Anyone else experiencing this or have a workaround?

Has anyone had issues getting billing support or refunds from Freshservice? They overbilled me by over $7000 and have been giving me the runaround for over 2 months now. They keep saying I’ll see it in 10 days but that never happens. I like their product so I do prefer to stay with them but this is ridiculous. If it were a few hundred then I would not be as upset.

Hi all,Hoping someone could help with changing the ticket subject when a ticket is logged.I have a form field that specifies a list with 3 levels, and I want the subject to change to whatever was selected in the list.Here is the code that I have specified in the webhook:{“subject”: "{{ticket.untitled}} - {{ticket.cf_111}} {{ticket.cf_222}}"}Along with the callback URL that I used:https://DOMAIN.freshservice.com/api/v2/tickets/{id}Attached are screenshots of how it is setup.Many thanks in advance!

During the time of crisis, every email that you send out to a requester should make them understand that you care about them. Now, think what a generic sounding email message would make a requester think about your service desk. Wouldn’t it be nice if you could add a personal touch to all the emails you send?With placeholder (attributes & texts) you can get the problem sorted out in a jiffy. Confused much? Let me elaborate further as to how placeholder (attributes & texts) can come into play.#1 Personalize your emailsWith placeholders, don’t just send conventional emails rather add personal references (attributes) such as requester name or ticket URL to your mails to invoke the recipient’s attention and for a more personalized touch without much effort. 

Hello,I know there is a feature to allow requesters to view all tickets within their own department, but is there an option to allow all tickets to be searchable by any requester in our system?The need for this is to allow users to search the whole system for similar issues that have already been resolved but do not yet have a solution article.Thanks!

Hello,Due to the way our FreshService is set up, the tags are, for some reason, case-sensitive - so "PDF" will register differently from "pdf", and "Internet Explorer" is different from "internet explorer".When I attempt to create a ticket with tags with the same spelling, but with different capitalization (in my case, attempting to generate a ticket with both 'pdf' and 'PDF' as a tag), upon clicking 'Create', all fields will be reset (save the tags) and I will be unable to send another ticket, even if I fill out each field one more time.Of course, submitting a ticket without repeat tags works fine.Is this an issue with us, or is it something in FreshService itself?Thanks for any help,Jurell Palo

We're currently using automatic ticket assignment (Round Robin) with an Agent Group. Our Support Team is only available for 18 hours of the day. When agents are done at the end of their shift, they turn off Auto Assignment to ensure they are not assigned tickets outside of their shift.Some customers will create tickets outside of Business Hours. Since no agent has auto assignment enabled during these overnight hours, these tickets are not assigned to anyone.While we can request that agents that are on the morning shift to check the Unassigned view for any tickets that came in overnight, I'm wondering if anyone else had suggestions on how they handle this particular situation.In an ideal world, Freshservice would look for any unassigned tickets and distribute them bit by bit once agents start becoming available (by enabling A

Does anyone know if we have the ability to monitor the effectiveness of the solution articles based on the thumbs up and thumbs down feature? The only way I can find to check out the stats on if the user finds the article helpful is to manually click through the solution article folders.-Sal

 Anyone help, so a customer raisies a ticket and recieves notfication of such from freshservice, after that, any reply too or from the customer is not recieved through an email notification. the ticket is being updated but no one is recieveing notification !! i have tried freshservice support they ony seem to work part time !!! useless !!!! anyone else help ? thanks

Every email outbound from the service desk contains a 0x0 pixel web bug in the bottom of the source, with an external href that looks like "<img src=3D"http://email.freshservice.com/wf/open?upn={long UUID}This shows up in common email clients as "blocked remote content" and causes friction. Not loading the blocked remote content does not impact functionality in any way.How do we get rid of this?

 Is anyone else using FreshDesk within your organization for customer support, and FreshService for the organization's internal IT department? Wonder if anyone has tips on how to get them to work well together for a well-rounded support structure for the entire company.