Using Freshservice

Add a new user on a already created ticket using workflow?

Hi,Is it possible to add a new requester on another requester ticket?What I want (if possible):Hr department will open a service request.A workflow will create task base on the service requests fields (already created workflow and 100% working)Inside the service request, HR need to indicate the employee manager.Is it possible to add this manager on the created service request ticket so this manager can follow the ticket, add notes, comments, etc?Thank you

23413

3 years ago

ChrisWaltonApprentice

asked in Analytics

New User trying to understand the limitations of Freshservice Analytics

Hi, i am a new user to Freshservices Analytics, but not new to data analysis. i am struggling though to understand how i can run a report to show open/closed tickets per month but showing cumulative values rather than specific to the ones opened in that month. Also, i am not sure if it our personal configuration, but i am struggling to report on Service Requests and Service Changes within the same widget. Can anyone help please :)

2394

3 years ago

badettecruiseApprentice

asked in Assets

Service Items Fields

HI Everyone!We require the following fields on almost every service item:Employee ID Location DepartmentIs there a way to like make them “default” fields so that their placeholder ID will be shared among all the service items?

4354

3 years ago

FreshWorkingApprentice

asked in Portal/Knowledge Base

Appointment Booking

Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?

10493

3 years ago

johnlinuApprentice

asked in Automations

Additional supported attributes to create a fresh service ticket

Hi,We are trying to create fresh service tickets using mulesoft. We are using freshservice sandbox environment to create tickets. So far we are able to create ticket using the below attributes."subject" "description" "email""priority""status""custom_fields" : { "application" }We found additional attributes in the api specification https://api.freshservice.com/#create_ticket and tried to pass the below attributes in the payload with the given data specifications in link."group_id" "department_id" "category" "sub_category" "item_category"But we are getting the below error and would like know the supported attributes in the payload."Errortype": { "identifier": "BAD_REQUEST", "parentErrorType": { "identifier": "ANY", "namespace": "MULE" } Let me know if I need to provide any other details. Any help is appreciated. Thanks,John Linu

1483

3 years ago

maxlehot1234Skilled Expert

asked in Analytics

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

4263

3 years ago

kfichtnerApprentice

asked in Automations

FreshService and PowerAutomate with Okta Auth

I would like to connect freshservice to power automate. I have been told by both Microsoft and Freshservice this cannot be done due to using Okta. I am trying to use the power automate custom connector but I just don’t know how to fill it out properly. Here is the Auto task I want to make:https://powerautomate.microsoft.com/en-us/templates/details/185f8ad3feed4ba19b6bdfae021eca28/create-a-freshservice-ticket-when-a-form-is-submitted-with-microsoft-forms/ I have been trying to use https://api.freshservice.com/v2/ and I was able to fill out the curl request, but I am not sure how to get that translated over to Power Automate. I also thought about using the OAuth 2.0 but Okta uses SAML2.0. I have also tried the information from: but it uses basic auth and not much help on the custom connector.

6466

3 years ago

mannsFeatured Influencer

asked in AI & Bots

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

170

3 years ago

gmhApprentice

asked in Portal/Knowledge Base

FreshService Teams ServiceBot not allowing simple forms

When we first installed the ServiceBot in Teams, it would allow users to enter data into forms from within Teams. Now it is forcing everything out to the Portal. I am well aware that this is expected for certain form types, but it happening for everything. Is anyone aware of a setting which might be causing it to default to always go to Portal? Many thanks

1232

3 years ago

sumanth_paraApprentice

posted in Apps and Marketplace Integrations

Node.js Deployment steps request

Hi Team,We have been working on integrating freshservice and JIRA tools. Everything is working well but the attachments from freshservice are not uploading to JIRA. So we have implemented a node.js application in our virtual machine server which will help us in moving the files from freshservice to the virtual machine and from that machine we are trying to move the files to the JIRA. The application is ready but we got stuck at deploying the Node.js application in our companies virtual machine server.So we are requesting you to share us the steps involved in deploying the Node.js application in a VM server.Kindly let us know if you have any queries. Thanks.

450

3 years ago

SprintTransport_DaveApprentice

asked in Portal/Knowledge Base

Portal: Rename Service Request

My users are totally confused about the difference between “Report an Issue” and “Request a Service” on our portal.We want our users to ONLY use Request a Service for IT Requisition items and NOT to report an problem with a piece of hardware they already have.How can I customize/rename the Request a Service section card? I’ve reviewed the customization and all I can find is the HTML below. How do I adjust the card data behind this?What I specifically want to achieve is to rename “Service Request” with “IT Requisition” and change the text from “Raise a request for a new device, software or service” to “Create a requisition for IT devices, software or services.” <section id="cards-banner" class="banner-{{cards.length}}"> {{#each cards}} <a href="{{url}}" class="card" {{#if external_image}} target="_blank" {{/if}}> {{image src=img alt="" role="presentation" class="elem-inline-mid" }} <div class="elem-inline-mid"> <h3>{{title}} {{#if exte

1942

3 years ago

GeauxTigersContributor

asked in Portal/Knowledge Base

Remove Service Catalog for non-employees

I do not want non-employees to see the service catalog on the portal when they log in.Is there a way to make that link visible only to employees when they log in?I would prefer it if the only thing non-employees could do is create tickets, respond to tickets and view kb articles that we have made public.Thank you so much for your time!

862

3 years ago

mentos_blueApprentice

asked in Analytics

small indication of increase or decrease in percentage in analytics

good day. is there the possibility analog freshdesk the change to the previous day / previous month with a small percentage with red and green to display? i have found no possibility in freshservice so far. thank you for the help.

421

3 years ago

ITservicedeskTop Contributor

asked in Automations

Auto approve child SR if parent approved

We are currently setting up some bundle Service Requests and have workflows created for a few of the individual items. When these items are approved individually the workflow kicks off to take action.When using the bundle feature and combining the catalog items into one ticket, it is causing some confusion and issues with the workflow. We would like to use the feature to separate the items into individual child tickets, however there is then an approval process of each of the child tickets as well.Is there something I’m overlooking, or easy workflow that could be created to link the child ticket approval processes to the parent ticket. This way one approval would address all the child tickets as well.Thank you,

1474

3 years ago

keefe.andrewsSkilled Expert

asked in Automations

Workflow permissions

We are providing access to FreshService features to departments outside of IT now and from a security standpoint, is there a way to limit app access within the Workflow Automator? One example of a potential risk is that an agent outside of IT or HR would be able to access our Azure and AD app integrations which include powerful permissions such as creating users, adding users to groups, etc…Has anyone experienced this and been able to come up with a solution?

3236

3 years ago

mythumbsclickSkilled Expert

asked in Analytics

Reporting on Company and Department Tickets

Hi AllRelatively new customer of Freshservice and still haven't gone live with users yet until we get everything setup how we want it.We sync requesters to Freshservice using the AD probe and AD attributes are populated with fields such as company and department. My company has multiple subsidiaries so i want the ability to report on companies and ditto for departments.My (possibly slightly stupid) question is this. Can Freshservice report on this natively? Can I run reports that pull in the requesters department or company from their Freshservice profile? For example: Total number of tickets logged for Company Contoso in March? OR Total number of tickets logged for department Marketing in March?My initial assumption was no, this isn't possible. So I created drop down fields for the Company and Department in field manager and then intended on Agents manually setting this dependant on who the requester is. But this feels like duplication to me as the requester already has these details

3714

3 years ago

m.dinnocenzoApprentice

asked in Automations

Complete listing of endpoints available to the web hooks?

I am working in the Asset workflow automator to create a Purchase order when a consumable inventory is low. I have been able to create and test every step of my automator successfully except for the webhook to create the purchase order. I have ended up using the advanced payload so that I could specify different items from a web request to filter assets based on the name and type to get the available quantity data. I have set the asset type to consumable on creation of the workflow and as such it should have the context of the asset type id available.This is the basic configuration:Basic webhook configuration The payload for the body is as follows, utilizing some of the parsed fields to make this as dynamic as possible:{ "vendor_id": {{P1.root.assets.assets_object.type_fields.vendor_21000057429}}, "name": "Purchase Order for{{P1.root.assets.assets_object.name}}", "po_number": "AutoPO - {{current_date_and_time}}", "vendor_details": "string", "shipping_address": "{{asset.requeste

1743

3 years ago

Stefan.RollTop Contributor

asked in Ticket & Workflow Management

Reader Fields are not included in "create & associate projekt Task" Workflow Automator

Hi there,i have created a custom object with 2 fields an identifier and an url,In my Workflow Automater i use the reader to identify the entry and write it to a ticket note in the Freshservice Ticket.This works like expected!But if i use the same to create a project Task, the reader field values are not included in the description for the project task.Also i missing the functionality to format the task description.Can someone explain this or is this missing for creating project tasks?Thanks,Stefan

572

3 years ago

ajwaApprentice

asked in Ticket & Workflow Management

Run automation workflow on specific date?

Matt HTop Contributor 4 repliesIs it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

530

3 years ago

ITservicedeskTop Contributor

asked in Ticket & Workflow Management

How to show more than 4 status in ticket properties?

We have created several custom statuses, while they are available when updating a ticket via the “Send up arrow” in order to change the status as well as present when looking at a list view of tickets. When addressing an open ticket and looking at the properties pane on the right-hand side, only 4 statuses are shown. It does not appear we have the ability to change what statuses are listing within the properties field.

2264

3 years ago

tony.sTop Contributor

asked in Portal/Knowledge Base

Can end users have the same search experience like our agents?

Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.

330

3 years ago

HoldenApprentice

asked in Portal/Knowledge Base

Custom Support Portal- Search Bar Background

Hello,I have seen many themes where people ether have a solid color background or an image background, with the search bar overlaid over it. I attempted to change the background myself but it changed it for everything but the searchbar, Where exactly do I need to change it so that it only affects the search bar. Thank you.

2511

3 years ago

NallyApprentice

asked in Portal/Knowledge Base

Customer Portal Description Template

Hi there,We would like to be able to add a template to the description box for submitter to use as standard when submitting details of their issues, so we can help shape the information that we require from people.I cant see anyway to insert anything here - is it possible?Thanks all,

1424

3 years ago

edward.kimSkilled Expert

asked in Portal/Knowledge Base

How do you go about customizing portal? Do you usually create your own custom class for each components?

Hello, I’ve been looking into manage portal customization and wanted to ask few questions to get some better understanding prior to start implementing any codes. For customizing pages, do you usually write your own custom class or start from scratch? Is there a documentation where I can look up about default classes (ex: quick-link, quick-link-widgets’ that are used? I am unable to change font size and color for h3 and h5 tag that’s in the below code. I tried both creating a class and injecting style/css directly into the tag (ie. h5). This was odd because I was able to change background color but not the two. Could someone please provide me an insight on this issue? <div class="quick-link"> <div class="quick-link-wrapper"> <ul class="quick-link-lister"> <li id="support_solutions" class="test1"> <a href={{portal.support_solutions_url}} class="quick-link-widgets"> <span class="circle"> <span class="i

2791

3 years ago

ponApprentice

asked in Apps and Marketplace Integrations

How to read Query string values inside the custom apps

HI I would like to read query string value inside my Custom app in Freshsales CRM I would like to read the query string values inside custom app.async function init() { console.log(document.location.href);}i am not able to get the query string values inside my custom app.appreciate your help. Thanks,Pon

341

3 years ago

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