Using Freshservice

When working with a ticket we change the due date, save it. Change the ticket status to Pending and click Update the due date and time reverts back to the current date and time.

Can new values be added to the ticket priority drop-down ?

Hi, i would love to ask if live chat supports multi-language and how to use it?

HiiI am using freshdesk sdk in my app.My question is can I access certain FAQs article from certain button from my app.Basically I am trying to put little question mark buttons all over my application and when clicked user will redirect to exact FAQ article related to the topic where the button was

Is anyone else having issues with the FreshService Android App?I'm unable to EDIT any fields in an already created ticket (though I can edit them while creating a new ticket).And no attached documents will display (regardless of document type: PDF, XLS, etc.).

If anyone else has tried adding the feedback widget to SharePoint, you are running into the same issue I did - it pops up in all dialog windows. Here's what you need to add to your CSS file:.ms-dialog .freshwidget-theme {display:none;}

Hi,I am considering my options regarding starting a service desk and I would like to ask how you differentiate from your competition.Another question I would like to get answered is related to your support. Do you offer 24/7 support, or 24h support on business days?Thank you in advance.Best regards,Harry

A user has send an email to our helpdesk.This email is converted into ticket [INC-20557].The user recieves an email telling him about this ticket.The user forwards this email to the email address of one of our agents.The agent sends a reply to this user with our helpdesk in CC. The subject at that time is 'RE: [INC-20557] FW: laptop/phone/kaartjes'.This reply has created a new ticket with the agent being the requester. The agent received an email with the subject '[INC-20617] RE: [INC-20557] FW: laptop/phone/kaartjes'. Sounds like a bug to me...

 Hi,What is the difference between added a new topic in a forum and submitting a new support ticket?When should one use which?Also, is there is difference in the functionality of tickets and forum topics? For example a ticket has an assigned agent, a ticket can be pending, etc... I assume all this does not apply to a forum topic or am I missing something?Thanks,Sarah

We need to know how to show the "Type" field in the main tickets dashboard.  At the moment it just shows Agent, Status, and Priority.For us, Type would be more relevant.Value your thoughts...MT

Bonjour,Comment peut-on désactiver l'affichage du forum.Merci

Hello,I received no feedback on this as a Feature Request and it is a definite problem for my team, so I am raising it here also.I've set up a vanity email address using our company domain (e.g. itsupport@company.com) and have configured forwarding from the email to the generated Freshservice email associated with it.The problem is, when we receive an email from our service desk it does not display only the vanity email (e.g. IT Support <itsupport@company.com>) and instead shows as coming from the Freshservice generated email address "on behalf of" the vanity email address, i.e. IT Support <itsupport=company.com@freshservice.com> on behalf of IT Support <itsupport@company.com>.We are using Office 365 with Exchange Online, and Outlook 2013 is our primary email client.We're keen to roll out Freshservice but this is really putting my management off using it as it will cause confusion and concern within the company when they see emails coming on behalf of There is clearly

HelloWe have a first line of support and other teams as the below - Helpdesk : 1st line of support- System Admin , Voice & Network teams are higher tiers We here as Helpdesk must be the team who closing the issue/request with the requesters.But yet our reports being inaccurate as we assign the ticket to another group then when System admin as example complete their part it's being assigned to helpdesk again.Is there anyway to submit another ticket depending on this ticket to another tiers ?

Where are the exported files stored? I run the export and there is no pop up or file location reference.

Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please. Is there a way? 

Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please.Is there a way? 

I was wondering how you handle multiple incoming email addresses and replies to tickets etc? For example, we currently have a support@CompanyA.com email address set up and we now need to introduce support@CompanyB.comCan tickets be assigned automatically to the relevant Agent Groups?Once a ticket has been created, how do I control which address the replies come from? I don't want CompanyB contacts being emailed from support@CompanyA.comI was also wondering if anyone else out there has moved from having a single company in Freshservice to having multiple companies and how you found the migration process?

Go to your customisation page and add this CSS: .page { /* Safari */ -webkit-transform: rotate(-30deg); /* Firefox */ -moz-transform: rotate(-30deg); /* IE */ -ms-transform: rotate(-30deg); /* Opera */ -o-transform: rotate(-30deg); /* Internet Explorer */ filter: progid:DXImageTransform.Microsoft.BasicImage(rotation=1); } 

Hi there,I would like to create a view to show all tickets which last update date is greater than 2 days ago.Is that possible?Thanks in advance,

I'm setting up Freshservice for the first time and playing with the features. I was wondering, when creating a ticket, what is the difference between an incident and a service request?

We are new to ITIL and are trying to wrap our heads around everything.  I think we have incidents vs problems, incidents vs service requests, and changes and releases understood but I feel as though we are missing something when it comes to incidents/services requests spawning Changes.  Freshservice allows you to create a problem or change from an incident ticket.  However, if the ticket type is changed to a service request, you can no longer create a change (or problem, though that one makes sense to me).  Could a user's service request not require a change that needs use the Change -> Release functionality?Also, I don't see a way for a user to specify if their request is an incident (or in their minds a "problem") or a request.  Am I missing something here?Many thanks!

Good Afternoon,A couple of my agents are this afternoon unable to access the CMDB section in Internet Explorer 11. It has been working fine up until today for them and is still OK in Chrome and Firefox. I personally am not having any problems accessing it but then I'm running as a full admin.On them attempting to click the link they get a pop up asking if they want to open or save items.json

This is how you fix the issue

I'm stuck here, and I'm upset.The past two times I've requested invoices from FS, it's been a horrible experience.I'm not getting email copies of my invoices, likely because of an email issue on my own side. So, I put in a ticket asking for copies to be resent. I put in the ticket to the web, got no answer for a few days. I emailed in another ticket, referencing my original, and got a response. That response was good, I got my invoices; but, it took most of a week.This time around, same issue, I'm short one invoice. And it's been a nightmare with support.I put in ticket 210341 and got zero response for 3 days.I opened a support chat and got a new ticket, 213565. Got a response eventually, still asking me questions, no invoices sent.2 more days pass by, no invoices sent. I keep confirming I've not gotten the invoices, I keep providing additional email addresses to have FS send to. No invoices.And this is just a joke - I finally get emails last night, 12 hours after my last email from FS

Hello,I want to report a bug concerning the default view one can have when listing changes.I am in a French environement, and when I log out/log in (no session cookie) and click on "Changes", the default view "All changes" shows no change at all. If I click on the view arrow, and click again on "All changes", then all the changes are displayed.For "tickets", the default view name is in English, whereas all my view names are in french.Also, as an improvement, I'd like to have the same filters options (side bar) for Changes and Problems as there are for Tickets.Thanks,Regards,Vincent