Using Freshservice

Hi, I’m trying to use a dropdown field in a Service Catalog item that references a data source (Locations). My goal is to use this dropdown value in Workflow Automator conditions, specifically to route tickets based on impacted regions.However, when I select the catalog item in Workflow Automator, I can’t find the dropdown field under conditions. I tried using Impacted Locations instead, but the mapping didn’t work as expected.Does Workflow Automator support conditions based on dropdown fields that reference a data source? If not, what’s the recommended approach to achieve this? 

downloading bugs solution

Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?

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Hi All, Just wondering if anyone has a sampler code to add a “Go to Agent Portal” button or something like it on the ServiceDesk homepage? Something like the below - Thanks in advance. 

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Hi everyone,We’ve set up the following workflow:Agent A creates a ticket. An automatic email is sent to Requester B.The issue is that when Requester B replies to that email, instead of their reply being added as an update to the original ticket, a completely new ticket is created.Does anyone know how to fix this behavior so that replies from the requester are correctly added to the existing ticket instead of generating a new one?Thanks in advance for your help!

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Does anyone utilise Freshservice for the kind of scenario wherein the ticket is initiated by an agent and requires a requester’s input?  If so, what is your approach?   An example of such a scenario: Conducting a user account review for a system, so an IT system owner (an agent) will ask department heads (requesters) to review a list of user accounts and the permissions assigned, confirming that they are correctSome approaches I thought of:Initiating a ticket and sharing it with a requester?Initiating a ticket on the requester’s behalf and setting the status to ‘Pending’ ? Any ideas are welcome, thanks !

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We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

Hi everyone,I’ve been researching ways to protect and improve a company’s digital presence, and I’m curious about the most effective approaches to Online Reputation Management.Specifically, how do businesses handle negative reviews or misleading content that can harm their image? I’ve heard about various tools and tactics, but I’m unsure which strategies are most reliable.Also, I’m interested in hearing real-world examples of Reputation Repair, how brands successfully recover from damaging online incidents.Any advice, case studies, or best practices would be greatly appreciated.

I feel like it used to be very straightforward to get assistance with this software. We clicked on the question mark button in the agent interface and could raise a support case with Freshworks support. This morning I’m just trying to open a case about an audit issue and there seems to be no way to do this anymore. Its concerning that a company that builds support software seems to be losing their way in terms of how to actually deliver support. Has Freshworks removed enterprise support from their enterprise customers or has someone just moved my cheese? How do I open a case with them? 

Hello, when a requester requests a service for someone else - and this person (mail address) is not yet a requester (account) - a new requester account gets created automatically. How can I disable this behaviour? Our requesters base on Active Directory. If requests can create requesters by themselves our workflows break (those users don’t exist in our AD for example) etc. and we loose control. That is a very big problem. Does anybody know how this works?Greetings

Please, someone tell me that I can export the DAYS and DAYS worth of work I did in Analytics / reporting from our Sandbox into our new Production environment.  I spent at least a full work week on Analytics over the past 6 months while I was building out our entire Production Environment and cannot fathom that I won’t be able to move them from the Sandbox to our new Production. Custom objects too? We cannot export custom objects to production?  Someone please tell me that I am just missing something. We are slated to GO LIVE on MONDAY with Training and this is going to have me working around the clock between now and then.

FreshService within Edge, on Win11: When you add one or two columns in the list view (whether it is tickets, changes or anything alike) the list becomes too wide for viewing. This causes a horizontal scroll bar. However, this scroll bar is displayed below the lowest item, which in many cases (with more than approx 30 items) out of view.  This on top of that the list is scrolled using the main scrollbar of Edge of the site, and the List Filtering has it's own vertical scroll bar, makes that we now have 3 scroll bars (two vertical ones next to each other, and one scroll bar out of sight). The result is:if I want to see more content (vertically) i have the outer vertical scroll bar if i want to set other filters, but do not want to scroll the list content, i have the innter vertical scroll bar if it want to see more content (horizontally) i have to first scroll the outer vertical scroll bar all the way down, then s

Hi all looking for a way to cleanup the shop a bit. i have tons of items - mostly with long nameis there a way to change the layput like with a CSS?a list-view wo be great for the shop  

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Hey everyone! 👋With the launch of Community 2.0, the layout, navigation and support model have all changed (more targeted product areas, new events calendar, deeper SME engagement). community.freshworks.com+1I’m curious: What one change in the new structure has helped you the most in discovering answers or engaging with peers? What’s one frustration or barrier you’ve hit because of the redesign? How do you think the community could evolve further to support your learning, networking or product-use cases? Would love to hear real experiences—both wins and “still needs work” moments. Let’s compare notes and help each other navigate the new setup!

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I want to configure our company servicedesk shared mailbox (Microsoft 365) in Freshservice without entering credentials. I want to use Oauth2.0 to achieve that but cannot find the option while configuring that mailbox in Freshservice. Is this because we have version 2025.R05L.04? In what version does Oauth2.0 become available? We have a starter plan.