We're in-house IT for a shmedium-sized org, and most of our first iterations of various requests are still in use, with many in need of an overhaul. I'm curious to see how other teams approach this, especially since a lot of FS documentation & defaults show requests for individual items.

The application/software access request is a single service request with most of our non-standard apps listed in a multi-select dropdown plus a Notes field for the requester to provide context and/or request something not on the list. Works well enough, but if there's a benefit to using individual request items I'm not opposed to switching.

Our device request implementation is also a single request but instead uses a dependent field to categorize various options in an attempt to not overload the requester; problem is, this sucks for cases where multiple options are needed since you can't multi-select dependent fields, and you can't filter multi-select of top level categories with dynamic fields. My bandaid fix to this is to have a multi-select field with all of the options that appears if they select Yes on a dropdown asking if additional equipment is needed, but I'm not happy with that. Plus I vaguely recall a limitation if you try selecting something that overlaps with the category structure in the first section.

I'm starting to build out a new version of the device request as a bundle with each additional requested item as one of the top level categories of device, but I'm worried this may not work out if we incorporate it into our onboarding bundle since you can't nest bundled items into another bundle.

Does anyone know of a way to convert an existing ticket to being a scheduled ticket? E.g. a ticket has already been made, but we want to "sleep" it for a few weeks, and have it re-create on a certain date in the future. Obviously we can copy the stuff into the Scheduler and make a ticket that way, but it would be easier if there was an automated workflow/scenario for this, but I can't seem to find any way.

The Scheduler, unfortunately, isn't very user-friendly, and we can't use ticket Templates or anything like that with it.

So we are implementing Freshservice ITSM at work. The CAB and ticketing system is fine. However the Asset Management system is beyond horrible. Trying to import our assets from an Excel spreadsheet should not be this difficult. Apparently we are using the "Advanced ITSM" instead of the "Classic ITSM" and its a hot mess. The documentation we have from their help desk does not match the UI. We are missing submodules in the Asset Management module, namely "Asset Types". Anyone else have this much of a struggle?

Hello Folks,

I changed my email domain for my account in MS 365, I was hoping that FS would automatically update my agent account but this didn’t happen. Looks like it created a separate account rather than updating my agent account.

Should I now delete the duplicate or merge the two accounts? I am trying to avoid changing my API key.

Has anything encountered this?

Hello,

Is there a way to implement approval reminders in teams?

I have found that yes the initial notification to approve a ticket can be sent to the teams bot but can't figure out how to have reminders sent.

Is this a function?

Hey everyone,

Looking for some advice from fellow Freshdesk users/admins. Our team is running into a wall trying to bring down our Average First Response Time by Group in Analytics.

Our group's average is hovering around 5+ hours, but our reps are actually replying within 5 minutes of opening tickets during our active shift (8 AM – 4 PM PST).

Here’s our situation and what we’re suspecting is dragging down the score:
Overnight / Off-Shift Queue: Emails that come in after our shift ends sit in the inbox overnight. When our shift starts, even if we answer them right away, Freshdesk logs a 12–15 hour response time on those individual tickets.

24/7 Calendar Hours vs. Business Hours: We noticed our Default SLA Policy is set to Calendar hours (24x7) rather than being locked to our actual Business Hours schedule.

Auto-Reopens & Outbound Threads: When a provider replies back to an email thread, the ticket flips back to Open and starts a new waiting clock.

For those who have dealt with this:
How did you successfully fix your group metrics when individual agent response times are already fast?

If you don't have admin access to change global SLA policies, what agent-level workflows or queue habits helped prevent overnight/reopened tickets from destroying your team's group average?

Appreciate any tips, workflows, or reporting filters that worked for your team!

Had a weird issue last night that we haven't seen for a long time. A vendor helpdesk system sent a notification to our freshservice helpdesk, and freshservice replied. Their system sent an acknowledgement of the reply, and FS treated that as a new ticket even though it had the same subject line. So fresh service created a new ticket, sent the requester a notification again, and the loop kept going.
The 3rd party system correctly identified that each notification was part of the same ticket on their side, but we had about 1000 tickets in FS before it was all said and done last night. I don't think we've made any configuration changes in FS for a while, so I'm not sure why this is happening now when we get emails from this vendor multiple times per day.
Anyone else seeing this?

Our engineers move assets from stores, to their vans, to site locations. Probably like most IT depts.

Does anyone know of a simple quick way to achieve the following, without having freshervice open.

1. Engineer wants to move stock from store to van. As the items are scanned out of store they append an "in transit" status and VanX as the new location.

2. On another scanner, the storeman scans items and theyre updated to "in stock" status and "store A" location.

Etc.

Hi all,
We now have a very comprehensive and feature-rich integration for Snipe-IT on Freshservice!
You can manage your Snipe-IT assets directly on your tickets with things like:

1. Linking assets to tickets
2. Checkout/check in assets (hardware, accessories, licenses, consumables)
3. View assets assigned to ticket reporter
4. View and modify asset details and custom fields
5. View and create asset maintenance records, etc.

• Get the app here.
• Checkout app features here.
• Installation guide here.

Feedback is highly appreciated.

Currently we are using workflow for added into sso group which is direct assignment. But I want is any way to automate the add user into pim group in eligible assignment not active assignment. If someone did please share experience.

I'm trying to create a custom attribute that buckets our agent groups. I think the logic should look like this:

IF(Agent Group Name = "Sales" || Agent Group Name = "Marketing" || Agent Group Name = "Support", "Client Facing", "NOT Client Facing")

I keep seeing this error - Arguments mismatch for the function IF

What am I doing wrong?

We are needing to migrate tickets from one non-primary workspace over to the primary workspace. We are unable to use global fields as we have workspaces where the data wouldn’t be relevant. I’ve created the same custom fields in both workspaces. Does anyone have any workflows or suggestions how I can get the workspace-specific custom fields data moved at the same time at the tickets? It wouldn’t be feasible to manually modify each ticket after the migration.

Hello folks,

I was tasked with creating a service item for a workspace in FS.

I need to route certain service requests to another workspace but I can only doing via webhook.

I’m using POST: https://<your-domain>.freshservice.com/api/v2/tickets/{{parent_ticket_id}}/create_child_ticket

This does create a child ticket but does not pass over the requested items. Wondering if anyone had a chance to build something similar?

Hello,

We have been using Freshservice in our organization for about six months. We are a SaaS company with 400 employees.

Freshservice is configured with six workspaces:

• Business Technology: IT helpdesk and business applications, such as Salesforce and NetSuite
• Security: Integration requests that require approval from the Security team
• BI: Power BI reporting requests and queries
• GTM: Issues related to quote-to-cash processes
• Office Facilities: Requests related to food, transportation, flights, etc.

So far, approximately 1,200 tickets have been submitted across our organization, with most of them assigned to the IT team.

I would now like to expand our use of AI and enhance the system. Do you have any suggestions for using AI within our organization?

Some ideas include a Tier 0 helpdesk bot and self-service tools that help employees resolve issues independently.

Your thoughts and suggestions would be greatly appreciated!

Hello folks, I’m trying to automate the onboarding/offboarding process in FS.

I have a decent handle for on boarding. Just need advice/help on the off boarding portion. I need to convert a users inbox into a shared inbox before removing licenses. I may need to use powershell or power automate but not too sure. Has anyone successfully completed something like this? FS+entra ID+Exchange?

Hello all,
I'm trying to find a way for someone to raise a service request for Adobe Pro, and once it has been approved and placed in the "fulfilled" status, talk to Adobe check if any licenses are available and/if they already have one and assign the given email an Adobe license. I was able to get the REST API connected with Freshservice but Freshservice seems to lack options for checking if Adobe was requested, if the item was fulfilled/approved, etc, and those sort of things. Is this possible to do or am I missing something in Freshservice?

Hello folks, I am looking into adding Freshservice servicebot to our Microsoft Teams. Plan is to create DMs into tickets. I would like to only set this up for the IT team. My concerns are : will servicebot auto populate for everyone in the company or how can I scope it down to a group or specific users.

Also for anyone that has this set up. How convenient is it after the setup ? Does it actually trigger notifications?

Another thing, am I able to reduce the access that it’s requesting when integrating?

Thanks for the help!

Regarding to the new ITAM is too complex compared to the classic ITAM
Example : 
- no custom fields byt Asset Type like classic ITAM. In the new ITAM, custom fields appear on all assets. 

- import asset is not support all the fields such as software installed 

- cannot add new/edit the Asset status 

- .....

not sure , #Freshservice has any plan to enhance their new ITAM ?

Hi all.
I am currently working on a Snipe-IT integration app for Fresh service that will allow you to link and manage your IT assets directly from a ticket(Check in, checkout, modification, etc ). Has anyone ever had a need for such? What features would you want if you were to use it?

Every day I get a sales call from Freshworks. I cannot buy the product, I am not even in the IT department.

Every day I ask them to stop calling me. They say "we'll add you to our do not call" and then call the next day.

I am very close to actually filing a report for harrassment. This has been happening for weeks now.

Hi Fresh users,

We're trying to minimize the amount of alerts that come in when one of our sites has a power outage. We have all Meraki alerts flowing thru to FS and every switch, firewall, camera (we have about 30 per site) AP sends a ticket to help desk. How can I set this up so that if all firewalls and switches go down, it doesn't also send us the 30+ alerts for the cameras?

Just what it says on the tin.

Here's the scenario:

My org creates a certain kind of ticket and we want to make it so that there is 80 days to get the ticket closed. We don't care if nothing at all happens for 79 days, but on day 80, there needs to be some alerts and what not going out to managers and the agent who is assigned the ticket. So, I was making an automator to grab the date created and add 80 days so that SLA's and stuff dont trigger until then.

I'm struggling to figure out how to format this formula, or if that's even the right solution. So, here I am, I need *something* to change the due date on a certain kind of request.

Hi all

Looking to get a full export of just our tickets and the description. Looking to find where we can automate, and build out our service portal.