Using Freshservice

I need to be able to create a scope that would allow a group of agents to see tickets based on location. For example, AgentA needs to be able to see all tickets where the requester's 'site' field is "A". AgentB needs to be able to see all tickets where the requester's 'site' field is "B".  They need to be able to see these tickets by site regardless of what agent or group they are assigned to. However, they should not be able to see tickets from a different site. AgentA should not be able to see tickets where the requester's 'site' field is "B". Is there any way to set something like this up? Thank you!

Hellowhat is the up time of Fresh Service?does it ever go down?

 I'm trying to use this software, but am having nothing but issues. 1. How do you delete an IP range? I can add more and edit exiting ones, but I see no way to delete one. 2. If I put an IP scan range in with VMware credentials, it fails on all the ESXi hosts. However, if I use the exact same credentials and do an individual host scan, it connects just fine. 3. When I do an individual scan on an IP, it works for the first host. Then I put in the next sequential IP, and it thinks that host is the same as the last. For instance: * Scan IP 192.168.1.5 - Detects VMware host correctly and creates server1.domain.com * Scan IP 192.168.1.6 - Detects VMware host but thinks it also is server1.domain.com when it actually is server2.domain.com This is version 1.30

There seems to be a problem with this system that started a few hours ago, it's not receiving e-mails for new ticket submissions.  Can someone check into this?

We are currently trialing Freshservice to use in our office. I am just wondering if on the free version, you are not able to get mobile notifications when new ticket is created.. I have all the settings set to give notifications, yet none are ever received.. Same goes for email notifications! Any enlightenment, assistance is greatly appreciated..

We've just started using freshservice as our helpdesk and we like it so far. But we've got couple of issues we'd like to address. 1: New users receive the wrong Time Zone and Language. Our default is Amsterdam +1.00 and Dutch. But all new users logging in through ADFS/SAML, so no registration is done, receive the defaults, English and +0.00 2. Send answer and close reopens the ticket. Or reply and close immediatly afterwards also reopens the tickets. 3. Dispatch'r doesn't add a task to a specific service request but i've got the rules right. 

When closing a ticket, we would like to enforce the agent to add closure notes to the ticket before being able to actually close it for good. Is this possible?

Hi Guys, whats the best practive install the agent on all our devices or use the scan probe. how much data does it use ? Kind Regards, David

I had no success using this product on my iPhone. I went to the log in page (which was formatted very poorly for mobile). Once logged in I just got 3 blue dots flashing in sequence and it never loaded the dashboard. I tried 5 or 6 different times and on LTE and WIfi

We are about a week away from changing all of our user's email addresses from a firstnamelastinitial@domain.com format to a firstname.lastname@domain.com format. When I made this change to my own account yesterday, Freshservice created a new account for myself. We are synchronizing our users from Active Directory using the FS Probe. Is there a better way of doing this so our users don't lose ticket history and get a new FS account?

Hi Does FreshService support recurring scheduled tickets, such as a quarterly call out to fix a boiler? Olly

Hi Does Fresh Service have the concept of "time on account" ? That is, if a client pays us upfront for X hours can freshservice assign ticket time to that block of pre-paid hours and report on how many hours are left and how they were used? Olly

If someone sends a message from Microsoft's online email client and inserts an emoji, Freshservice can't handle the emoji image and we see this:The rest of the message after the emoji is cut off (attachments included) and it seems to mess up the Helpdesk UI.

The Fresh Service agent is reporting most of our Dell Optiplex 9020's as a 'Computer' rather than a 'Desktop' under CI Type.  When I attempt to change the CI Type, I cannot because the drop-down box is grayed out and unavailable to me. Am I in the wrong area, or is this something that needs to be addressed?

Hello, is it possible to use one IIS Server with one constants.asp for more then one Domain? We have Domain Trusts between all Domains, but the Login only works for the main Domain which stands in the constants.asp The IIS server and the login screen is accessible over the Internet but the login does not work for other trusted Domains. Greetings from Germany Lars

How does the Fresh Service agent handle PC's with multiple users?  For example, we have some PC's in our manufacturing area that have 5-10 users logging in and out throughout the day.  How does the agent handle/decide which user to display in the "Used By" filed in the CMDB? If the displayed user leaves the company, how do we manually change the "Used By" field to indicate the new user if known?

We frequently experience issues with our agents that assign the wrong status to a ticket. In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket". These are 2 completely different statusses. Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply"

Hi, When using Dispatch'r rules. Under Condition. If I select Company Name I have to type in a value. Does this value represent the names of the companies I have entered under Admin / Companies ? If so does this mean that any ticket being opened by a requestor that is listed against that company will met the condition? Thanks.

Hi , my code in c# is : string fdDomain = "mycompany"; string apiKey = "x0x0x0x0x0x0x0x0x0"; string apiPath = "/helpdesk/tickets.json"; string json = "{\"status\": 2, \"priority\": 1, \"email\":\"test@test.com\",\"subject\":\"test\",\"description\":\"confirm whether received\"}"; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("http://" + fdDomain + ".freshservice.com" + apiPath); request.ContentType = "application/json"; request.Method = "POST"; byte[] byteArray = Encoding.UTF8.GetBytes(json); request.ContentLength = byteArray.Length; string authInfo = apiKey + ":X"; // It could be your username:password also. authInfo = Convert.ToBase64String(Encoding.Default.GetBytes(authInfo)); request.Headers["Authorizati

Hello, How do when filing a request for all the agents receive a notification by mail? Cordialment

I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?

When a user clicks on the satisfaction rating icons, the resulting window is far from perfect. Our normal colors are these: Besides this, the remark 'wish you were a little more happy' is really inappropriate and should be removed. Could be replaced with the existing comments entered in the admin module, 'just okay'.

Hello,  We recently set up a dispatcher rule to add our entire agent team as a watcher to any ticket that comes in with "Urgent" as the priority so that the ticket won't go unnoticed if a the agent it is assigned to (we use the round-robin functionality) is away from their desk when it comes in.  In cases where one of us is out of the office, the auto-reply emails will be added as a public note to the ticket and tend to confuse our requesters. In some cases, it has even re-opened a ticket, and we don't want this happening.  As I understand it, the system should be suppressing auto-replies for when the requester or the agent assigned has their out of office on, but it doesn't seem that it is being suppressed for watchers, and this is an issue. Thanks,  Jess

Hi I have just joined a company who are using Freshservice Blossom.  Is there any user guide documentation specific to Blossom? Thanks

Hi guys, I hope everyone is well. Now please excuse this question if the answer is obvious (I have a bit of a Friday mindset going on) but I cannot for life of me work out if we resolve more tickets than what we receive how the backlog numbers keep going up. Especially by 16.33%! Please see the attached image, thank you in advance. Kind Regards, Conrad H