Getting started with Freshservice
- Freshservice Onboarding Flow
- List of Dynamic Placeholders
- Multi-language support for Freshservice
- Add Agents to Freshservice
- Freshservice System Requirements
- Customize your service desk to have your name & theme | Freshservice Rebranding
- Configuring self service in your support portal | Freshservice Service Desk
- Setting up a custom domain for your service desk | Freshservice Rebranding
- Configure custom SSL for your service desk | Freshservice Rebranding
- Requesting Changes
- Getting started with FreshThemes
- Portal layout basics
- What is Handlebars JS?
- Palettes and Hex Codes
- Defining Full-time Vs. Occasional Agents in your Service Desk | Freshservice Solutions
- Partials and Placeholders
- Setting up a Password policy in Freshservice
- Adding Custom Fields for Requesters in Freshservice
- Adding requesters into your service desk | Freshservice Solutions
- Bulk import requesters into your service desk | Freshservice Solutions
- Remote authentication of users using Active Directory | Freshservice
- Setting up Microsoft Azure AD Single Sign-on in Freshservice
- Finding the SHA-256 fingerprint from your Identity Provider (Azure, Okta and Onelogin)
- Configure Active Directory SSO With JSON Web Token
- Customizing the New Ticket form | Freshservice Field Templates
- Create multi-level or dependant ticket fields in your Service Desk | Freshservice
- Adding dependent fields in ticket form | Freshservice Field Templates
- Know the Field Types in your service desk | Freshservice Field Templates
- Adding custom ticket statuses in your service desk | Freshservice Field Templates
- Scheduling and posting announcements in Freshservice
Support Guide
- Viewing ticket information in your service desk | Freshservice Solutions
- Checking recent helpdesk activity in your service desk | Freshservice Solutions
- Create email templates for your service desk | Freshservice Canned Responses
- Modify ticket fields in your service desk | Freshservice Ticket Properties
- Knowing the ticket statuses in your service desk | Freshservice Ticket Properties
- Add existing solutions to ticket responses | Freshservice Incident Management
- Add time entries to tickets, problems, changes & releases | Freshservice Service Desk
- Service Desk Efficiency - Using keyboard shortcuts | Freshservice
- Adding Child Tickets to Incidents in Freshservice
- Using canned responses in tickets | Freshservice Ticket Management
- Set time/event based rules in your service desk | Freshservice Supervisor
- Complete a set of tasks in one click | Freshservice Scenario Automation
- Auto schedule reminders for routine IT operations | Freshservice Service Desk
- Execute a set of service desk tasks in one click | Freshservice Scenario Automation
- Supervisor rules configuration based on custom ticket status
- Freddy AI Copilot overview
- Generate reply suggestions for tickets
- Generate ticket summaries using Freddy AI
- Use Ticket Field Suggester to categorize tickets
- Identify similar tickets using Similar Ticket Suggester
- API actions library in Freshservice
- Freddy AI Insights for Freshservice
- Freshservice, AI, Freddy AI Insights, Freshworks
- Freshservice, AI, Freddy AI Insights, Freshworks
- Conversational Insights in Freshservice
- Increase Agent Productivity with Real-Time Custom Dashboards
- Freddy AI Insights: Frequently Asked Questions (FAQs)
- Improve Team Alignment with Team Dashboards
- Team Dashboard is now more inclusive
- Improve Team Performance with the Freshservice Leaderboard
Freshservice for Business Teams
- Freshservice for Business Teams (FSBT) – FAQs
- Introducing Freshservice for Business Teams
- Ticketing Essentials for Business Teams
- Modes of Ticket Creation
- Setting Up and Managing Your Knowledge Base
- Ticket Troubleshooting
- Using Analytics in Freshservice for Business Teams
- Journeys in Freshservice for Business Teams
- Document Management in Freshservice for Business Teams
- Get your finance function up and running on Freshservice
- Make workplace digital using Freshservice for Facilities
- Get Support: How to onboard HR Teams?
- Streamline legal service management with Freshservice
- Streamline Service Delivery for your Supply Chain/Operations Team with Freshservice
- Get Support: Business Agent add-on license
- What are the differences between IT agents and Business agents?
- Detailed list of features accessible to business agents
- How to convert an existing IT agent to a business agent or vice-versa?
- How can admins buy business agent licenses?
- About Freddy Copilot in Freshservice for Business Teams
Enterprise Service Management
- Building Onboarding Kits
- Adding Stakeholders to the Onboarding Module
- Creating Onboarding Tickets
- Bulk Employee Onboarding in Freshservice
- Get help with Employee Onboarding - Freshservice Support
- What is a workspace?
- What is a ticket type or prefix?
- Moving data between workspaces: guidelines and restrictions
- Workspace Views
- What is a primary workspace?
- Embed eSignatures in Documents
- Docusign for e-signatures in documents
- Document generation for employee requests
- Manage documents with the centralized list view
IT Asset Management- Classic
- Looking up CI information in your service desk | Freshservice CI Management
- Adding a new CI type to your service desk | Freshservice Configuration Items
- Calculate depreciation of IT Assets | Freshservice
- Adding a new CI to your service desk | Freshservice CI Management
- Service Desk Discovery Probe | Freshservice Asset Discovery
- Installing Freshservice Discovery Agent for Windows
- Importing Assets
- IT asset attributes discovered by Discovery Agent and Probe
- Discover and Manage IT Assets with Freshservice Discovery - Beginner's Guide
- Managing IT assets with Discovery Hub
- Installing Freshservice Discovery Agent in a Domain [using GPO]
- Freshservice Discovery Agent Overview
- How to install Freshservice Discovery Agent in a Workgroup
- Installing Freshservice Agent on Mac devices using the Remote Install tool
- Installing Discovery Probe in your system | Freshservice Asset Discovery
- How to integrate SCCM with your Freshservice account
- Discover hardware & software assets in your network | Freshservice Asset Discovery
- Manage scanned assets in your service desk | Freshservice Asset Discovery
- SNMP Device Discovery
- Freshservice Cloud Discovery - Azure Cloud
- Freshservice Cloud Management - AWS Integration
- Attach relationships to IT assets in your service desk | Freshservice Solutions
- Freshservice Cloud Discovery - VMware Vcenter
- Introduction to Freshservice Cloud Management
- Get started with Freshservice Cloud Management
- What are the different types of relationships in Freshservice?
- Visualize relationships with asset relationship maps
- Software License Management
- Managing Software using Software Asset Management
- Stay on top of Software and SaaS usage with the Analytics Module
IT Operations Management
- Automatically create alert-based incidents using Alert Rules
- Alert Management in Freshservice - An Overview
- Set up alert management in Freshservice
- Learn all about Automated Grouping in Freshservice
- Working with alerts in Freshservice Alert Management
- Integrate SolarWinds NPM with Freshservice Alert Management
- Integrate New Relic Synthetics with Freshservice Alert Management
- Integrate Pingdom with Freshservice Alert Management
- Introducing Orchestration Center
- Integrate New Relic APM with Freshservice Alert Management
- Integrate Site 24x7 with Freshservice Alert Management
- Setting up the Orchestration Server
- Workflow Execution Logs
- Orchestration FAQs
- How to Reset the Secret Key of an Orchestration Server
- Uninstalling the Orchestration Server
- MS AD/Powershell/OSR - FAQ/L2s
- Troubleshooting Guide for Orchestration Server Issues
- Learn how to use Freshservice On-Call Management
- Configuring phone numbers correctly
- All about Freshservice On-Call Management
- Create an on-call schedule
- Creating an on-call shift
- Define and monitor services using Service Health Monitoring
- Setting up Service Health Monitoring
- Deleting a service in Service Health Monitoring
- Exploring Potential Services in Service Health Monitoring
- Setting up the Status Page
- Preparing to work on a major incident
- Configuring health status of a service
Freshservice IT Asset Management
- Freshservice IT Asset Management Plans and AU Pricing
- Discovery Port Configurations
- Asset Management implementation
- What is Freshservice IT Asset Management
- Get started with Freshservice IT Asset Management
- Configure Discovery and Autodiscovery Jobs
- Install Signed Mac Agent
- Install Agent-Based Discovery
- Application Components
- Configure advanced routing
- Configure automation rules
- Configure custom fields
- Customize column views on list pages
Policies and Data Protection
- Reauthorization of custom mailbox
- Configuring custom SSO policies under Org
- Single Sign-On in Freshdesk
- Allow or block IP addresses in Freshdesk for secure access control
- Enable your WordPress users to login with SSO to Freshdesk
- Password policy for agents and customers
- Ticket Archiving
- Restrict your helpdesk to certain domains
- Allowlist NAT IPs
- Deprecation of TLS V1.1
- Spam and trash
- Freshworks - Terms of Service (ToS) Update - March 2019
- Freshworks privacy policy
- Freshdesk and HIPAA
- Freshworks - Terms of Service (ToS) Update - April 2020
- What is Freshworks Neo Admin Center?
- Organization Admins in Neo Admin Center
- How to Access Freshdesk with Freshworks Neo Admin Center
Project & Workload Management
- How to configure your project settings?
- Projects not loading? Here is how to fix the problem
- Support Glossary: Introduction to Project Management
- Getting started with Contextual Collaboration in Projects via Slack
- Configuring high-level project automation settings from the admin
- Introduction to Workload Management
- Work Calendar
- How is workload calculated?
- Managing assigned and unassigned work via the workload module
- How can you visualize workload?
Managed Service Provider
Platform
- Auto-assign tickets to service desk agents | Workflow Automator
- How to work with workflow automator? - Freshservice Support
- Setup application callbacks from your service desk | Freshservice Observer with Webhooks
- Setting Automations for Hierarchical Approvals in Freshservice
- Thank You Detector in Freshservice - Powered by Freddy
- Using Custom Objects in Workflows
- Importing and Exporting Custom Objects
- Lookups to Custom Objects
- Creating Custom Objects
- Introducing Freshworks Organization
- Migrating Freshservice SSO to Freshworks Organization
- Upgrading MSP Mode Accounts to Freshworks Organization
- Upgrading Multi-Account Configurations to Freshworks Organization
- Setting up SSO Policies in Freshworks Organization
- Getting Started with the Analytics Platform
- Generate Intuitive Reports Using Analytics Pro
- Stay on top of service desk metrics with Analytics Basic
- Scheduled Data Export
- Analytics Widgets Glossary
- Helpdesk at a Glance | Freshservice Service Desk Reports
- Customer at a glance | Freshservice Service Desk Reports
- The Enterprise Reporting Suite
- Helpdesk Performance Analysis | Freshservice Service Desk Report
- Asset Reports
- Introducing upgraded APIs - Freshservice Support
- Deprecating v1 APIs for Freshservice
- Centralized Credential Store
- How to View Freshservice Subscription Details
- How to Manage a Freshservice Subscription during Trial
- How to Activate a Freshservice Subscription
How to Setup Apps and Integrations
- Integrate your IT Helpdesk with Freshbooks Invoicing Tool | Freshservice Integrations
- Integrate your IT Helpdesk with JIRA bug tracking tool | Freshservice Integrations
- Understanding Connector App Tasks in Freshservice
- Freshservice integration with DocuSign
- Slack Integration in Freshservice
- Freshservice Integration with ServiceNow Connector
- Connector Apps in Freshservice/Freshservice for Business Teams - Overview
- Freshservice integration with ServiceDesk Plus
- Freshservice integration with Smartsheet
Security and Policies
- Whitelist trusted IPs & restrict user access to service desk | Freshservice
- Freshservice to discontinue support of SSLv3, switch to TLS
- Accessing Freshservice with Freshworks Account
- EUC data centre migration: Here's what you should do
- Access Freshservice With Freshworks Organization Account
- Restrict your helpdesk to certain domains
- Enabling TLS 1.2 in Internet Explorer
- Freshworks - Terms of Service (ToS) Update - May 2020
- TLS 1.2 Strong Cipher Suites Compatibility
- TLS 1.1 Support Deprecation
- Necessary configuration changes to ensure uninterrupted portal access.
- Terms of Service Update
- GDPR and Freshservice
- Freshworks Privacy Policy Update - June 2020
- Freshservice Cookies
- EU Standard Contractual Clauses is added to the Freshworks Data Processing Addendum
- Freshworks commitment towards HIPAA Compliance
- Allowlist Freshworks domains and IPs for Freshservice/Freshservice for Business Teams mail server users (US)
- Step-by-step guide to add SPF and DKIM email authentication in Freshservice/Freshservice for Business Teams
- Adding a DMARC policy after setting up SPF and DKIM in Freshservice
- Allowlist Freshworks domains and IPs for Freshservice mail server users (EU)
- Allowlist Freshworks domains and IPs for Freshservice/Freshservice for Business Teams mail server users (India)
- Freddy AI Insights | Freddy AI Trust: Frequently Asked Questions (FAQs)
Orchestration + SaaS Management Apps
- Installation Guide for AWS Cloud Formation
- Sample Use Case- Provision a LAMP tech stack
- Discontinuation of AWS Orchestration App
- Sample Use Case for Amazon EC2 Orchestration App- Request for AWS EC2 Instance
- Installation Guide for Amazon EC2 Orchestration App
- Sample Use-case: How to invoke a Lambda function from the Workflow Automator
- Installation Guide for AWS Lambda Orchestration App
- Integrating with Azure
- Installation Guide for Azure Active Directory App (Orchestration + SaaS)
- Sample Use case for Azure AD Orchestration App- Employee Onboarding
- Sample Use Case for Box Orchestration App- Employee Referral
- Sample Use Case for Azure AD Orchestration App- M365 License Assignment during Onboarding
- Installation Guide for Box App (Orchestration + SaaS)
- Integrating with Dropbox
- Installation Guide for GSuite App (Orchestration + SaaS)
- Sample Use Case for Gsuite Orchestration App- Employee Onboarding
- Sample Use Case- Automate Requests to Organizations and Repositories
- Installation Guide for Google Calendar Orchestration App
- Installation Guide for GitHub Orchestration App
- Sample Use Case- Create Event with Change Creation
- Sample Use Case- Configuring Google Hangout Chat Notification for High Priority Incidents
- Sample Use Case for Google Cloud Platform- Auto Remediation for GCP Instance
- Installation guide for Google Chat Orchestration App
- Installation Guide for Google Cloud Platform Orchestration App
- Installation Guide for Google Drive Orchestration App
- Sample Use Case for Google Drive Orchestration App- Employee Referral
- Sample Use Case for Google Sheets Orchestration App- Employee Referral
- Installation Guide for Google Sheets Orchestration App
- Installation Guide for Jenkins Orchestration App
- Sample Use Case for Triggering a Jenkins job as part of the Release Management process
Contact Support
Freshservice Mobile
- How to integrate Freshservice Support SDK on iOS
- How to configure custom JWT endpoint for Freshservice Support SDK authentication
- Intune App Policy
- How to integrate Freshservice Support SDK on Android
- Introducing the Freshservice Support SDK
- Notify Agents on Critical Incidents with Freshservice Mobile App DND Alerts Override
- AppConfig for Freshservice mobile apps
Freddy AI Agent (Classic)
- Introduction to Freddy AI Agent
- Freshservice-MS Teams integration FAQ's
- Setting up Freddy AI Agent for Slack
- Enabling requester actions for Servicebot across plans
- Setting up Freddy AI Agent for Microsoft Teams
- Launching Microsoft Teams update for Servicebot with upgraded APIs
- Setting up your Virtual agent for success
- Bring better ticket context into your collaboration tools
- How to use Freddy AI Agent to enable query responses on channels?
- Actionable response summaries for Freddy AI agent - Use cases
- Legal policies
- Enabling Servicebot (Freddy AI Agent) in the language of your choice
- How to use Freddy AI for multi-turn conversations and formless requests?
- Enable Freddy AI Agent features
- Enhance Freddy AI Agent Search with SharePoint Search Connector Integration
- Testing Freddy AI Agent with a subset of employees - FAQs
- Freddy AI Agent Overview Report
- Upgrade to the Enhanced SharePoint Search Connector
- Google Drive for Freddy AI Agent
- Introducing Freddy AI Agent in the Requester Support Portal
- Enhance Freddy AI Agent Search with Confluence Search Connector Integration
- Freddy AI Agent as Microsoft 365 Custom Engine Agent
Alert Management
- Automatic updation of incident priority based on alert severity
- Glossary: Alert Management in Freshservice
- Use email as a channel for alerts
- How to manage assets of type Service?
- Add alert fields in ticket workflow automator
- Map email alert fields to Freshservice alert fields
- FAQs: IT Operations Management
- Using the alert archival policy
- Using workflows for alerts
- Automating escalation of critical alerts to incidents
- Migration from Alert Rules to Alert Workflows
- Minimizing situational noise with alert suppression
- How to set up custom fields for alert management system?
Support Guide: Introduction to Self Service Portal
Employee Onboarding and Offboarding
- Support for dynamic sections in employee onboarding
- Autofill Service Item Fields in Employee Onboarding
- Modify Approvals for Onboarding
- Passing information between Employee Onboarding/Offboarding child tickets
- Sequential ticketing for child tickets
- Employee Offboarding
- Reports for Onboarding and Offboarding
- Delegation of employee onboarding/offboarding forms
- Authorizing Freddy AI Agent to provide PDF documents directly in Slack
- Onboarding and Offboarding dashboards
Security
Administration
Analytics
- Exporting Data from Analytics to Power BI
- Getting started with Revamped Analytics In-product Homepage in Freshservice
- Setting up Time Sheet Reports
- Properties supported by Freddy to Create Reports
- Setting up Time Spent Reports
- Comparing Multiple Metrics in a Widget
- Empty and Text Widgets in Analytics
- Exporting data from Analytics to Tableau
- Common Reports using Analytics
- Reporting on Approval Metrics in Analytics
- Analytics Glossary
- Roles Migration from Legacy Reports Modules to Analytics Module
- Reporting on CSAT in Analytics
- Migrating from the Freshservice Legacy Reports Module to the Analytics Module
- Reports Deprecation: How will the migrated reports look like in the Analytics module
- Reports Deprecation: Frequently Asked Questions
- What’s changing in Analytics?
- 'Department' and 'Requester' field names changes in analytics
- Report Sharing in Freshservice Analytics
- List of new User and Group attributes
- Custom Metrics and Custom Attributes
- Incremental Data Exports in Freshservice
- Discontinuation of Ask Freddy in Freshservice Analytics
- How long does it take to generate data exports, report schedules and downloads?
- Resolve "No Access" messages in reports
- Why are field values not loading in Analytics filters?
- Incorrect Ticket status in historical data reports
- Analytics usage limits in Freshservice
- Understanding sorting behaviour in Freshservice Analytics
- How is the row count in the Underlying data more than Total metrics count on the report chart?
Discovery Agent
No code portal
Connector Apps
- Freshservice integration with UKG
- [BETA] Freshservice integration with ADP
- [BETA] Freshservice integration with HiBob
- Freshservice integration with Paylocity
- Freshservice integration with Workable
- Freshservice integration with Personio
- [BETA] Freshservice Integration with BMC Helix Connector
- Freshservice integration with SAP SuccessFactors
- Freshservice Integration with Greenhouse
- Freshservice integration with Monday.com Connector
- Freshservice integration with ClickUp
- How to enable Auto-recharge for Connector Apps
- Freshservice integration with Oracle HCM
- Connector Apps: Frequently Asked Questions (FAQs)
- Freshservice Integration with Wrike
- Freshservice Integration with Hive
- Freshservice Integration with Asana
- Freshservice Integration with xMatters
- Freshservice Integration with IBM Verify Directory
- Freshservice Integration with Qualys
- Freshservice Integration with Dayforce
- Freshservice Integration with Employment Hero
- Freshservice Integration with Teamwork
- Freshservice Integration with Tenable Connector app
- Freshservice Integration with Ashby Connector app
- Freshservice Powerapp Connector on Microsoft Gallery
- Freshservice integration with Zoho CRM
- Freshservice Integration with Zoho Recruit app
- Freshservice integration with Monday CRM
- Freshservice integration with Pipedrive CRM
Slack
How to use guides (Microsoft Teams)
Email Security
Reporting
Get started with Assets
- Assigning assets to users & departments | Freshservice CI Management
- Understanding the asset states in your service desk | Freshservice CI Management
- Using the Freshservice iOS app to scan QR codes and Barcodes
- Bulk update of assets in Freshservice
- Customizing Columns in Assets list page
- Evaluating the impact of an asset on an incident using Asset Impact
- Printing barcode labels for assets
- Creation of Incidents & Changes for an Asset
- Adding & Importing Asset Locations
- Freshservice Integration with Device 42
- Asset Assignment History
- Limitations on the number of asset field types
- How to leverage Conditional Asset Type fields in Analytics to fulfill key use cases
- Asset Activity Reporting
- New mapping changes for FS and D42
- Deprecation of Cloud compute asset types
- What are the impacts of switching from Basic ITAM to Advanced ITAM on Freshservice?
- Freshservice IT Asset Management (ITAM) upgrade FAQ
Freddy AI Agent Studio
Knowledge Base
- Getting Started with Knowledge Base 2.0
- Working with Knowledge Base
- Tagging
- Creating Solution Articles
- Organizing Articles
- Approvals in Knowledge Base
- Managing Your Knowledge Base in Multiple Languages
- How to upgrade your multilingual knowledge base?
- Stay on top of your help articles performance with Knowledge base reporting
- Enable nested folders with enhanced knowledge base hierarchy
- How to manage article versions in your Freshservice/FSBT knowledge base?
- Freshservice, Knowledge Base, Solutions, Support Articles
Extending Freshservice with Integrations
- Integrate your IT Helpdesk with SurveyMonkey | Freshservice Integrations
- Freshservice integration with Amazon Web Services (AWS)
- Integrate your IT Helpdesk with LogMeIn Rescue remote support tool | Freshservice Integrations
- Integrating Servicebot with Microsoft Teams
- Integrate your IT Helpdesk with Google Calendar | Freshservice Integrations
- Setting up Servicebot for Slack
- Freshservice integration with Yammer
- Creating a Role ARN for integrating Amazon Web Services (AWS) in Freshservice
- Freshservice/Freshservice for Business Teams-Freshdesk out of the box integration
- Integrating your Freshservice account with Google Contacts
- Freshservice Integration with Workday
- Integrate your Service Desk with Harvest Invoicing Solution | Freshservice Integrations
- Freshservice integration with Box
- Yammer integration with Freshservice disabled
- Integrate with 300+ apps using Freshservice's Zapier integration
- How to integrate BeyondTrust with your Freshservice account
- Model Context Protocol (MCP) integration in Freshservice (EAP)
- Integrate your IT Helpdesk with Dropbox | Freshservice Integrations
- Creating a Role ARN for integrating Amazon CloudWatch in Freshservice
- Using the Pagerduty integration in Freshservice
- Freshservice integration with QuickBooks
- Using the CloudWatch integration in Freshservice
- Freshservice integration with Microsoft Office 365 Calendar
- Freshservice integration with Salesforce
- Freshservice and Skype for Business (online) Integration
- Freshservice integration with WorkflowMax
- Computer Telephony Integration(CTI) Framework
- Freshservice Integration with SugarCRM
- Freshservice Integration with Google Analytics
- Freshservice integration with Pivotal Tracker
Incident Management
- Business Hours & Calendar Hours | Freshservice SLA Management
- Configuring feedback options
- Add an SPF record to ensure email delivery | Freshservice/FSBT Ticket Management
- Set multiple business hours in your service desk | Freshservice SLA Management
- Managing ticket escalations in your service desk | Freshservice SLA Management
- Priority Matrix in Freshservice
- Incident Management
Workspaces
- Allocation of available licenses
- Managing agent groups
- Agent and License types
- Common support emails across all departments
- Workspace Admin - Onboarding guide
- Scope/Access levels for accounts with multiple Workspaces
- Understanding Roles for Agents
- Scope/Access levels for accounts with one Workspace
- Account Admin guide - Access controls
- Workspace Admin guide - Access Controls
- Managing multiple workspaces
- Reporting and Analytics with Workspaces
- Restricted workspaces
- Get Support: How to enable business teams
- What is the difference between IT workspaces and Business workspaces?
- What is the difference between a in-setup and published workspace?
- What is the difference between the different ticket types available?
- What is the impact of moving tickets from one workspace to another?
- How does administration differ between a single workspace account and a multiple workspaces account?
- How can I deliver a unified service experience to employees with workspaces?
- Can I link two tickets that are present in different workspaces?
- How can I protect sensitive data in my workspace? / What is a restricted workspace?
- What will be the experience of agents, admins, and requesters when workspaces are enabled in an account?
- How will my existing data and settings be handled when workspaces are enabled in my account?
- What is business agent license and how can I use it?
- How do Freshservice APIs and Marketplace Apps work in a multiple workspace setup?
- What capabilities will I get when workspaces are enabled in my account?
- Are workspaces being enabled for all the accounts? Are there any exclusions?
- I have multiple freshservice instances created. Can they be merged into a single account and split into different workspaces instead?
- How to fix unsupported ticket type issue in workspaces?
Support portal
User Management
- Guidelines to Import Contacts using CSV files
- Create and Manage Agent Groups in Freshservice
- How to find the User Id (or Responder Id) of an agent
- Add Members or Observers to Agent Groups
- Manage agent roles & permissions in your Service Desk | Freshservice/FSBT Solutions
- Merging Requesters in Freshservice
- Changing Requester Password in Freshservice
- Custom fields for department
- Exporting Agent Information
- Importing Agent Information
- Automatically Associating Contacts with Companies
- Create & Manage Requester Groups
- Importing departments/companies using a CSV file
- Merging users in Freshservice (Advanced scenarios)
- How to grant temporary access to support agents
- Enhanced Requester Details View for Agents
Service Health Monitoring
New Gen Project Management
- How to use time tracking in Projects?
- Collaboration in Freshservice projects
- Associate tickets, problem, change, and asset with the project and project tasks
- Project & Project task creation through Workflow Automator
- Visualising projects in Freshservice
- Project Management - Roles and privileges
- Setting up your first software project
- How to create and manage test cases, test runs and test plans
- Get Started with Project Analytics
- Plan and execute projects better with modern Gantt
- How to configure statuses in Freshservice project management
- How to configure project task workflows?
- How to configure task types?
- How to configure custom fields and forms?
- How to configure workflow transitions?
- Adding project members | New Gen Project Management
- Setting up kanban board using Filters and groups
- How to customize your Kanban board?
- Asset association with project and project tasks
- How to export project data in Freshservice new-gen project management?
- Configuring project fields
- Project management DevOps integration: GitLab
- Project management DevOps integration: Github
- How to import Jira projects and tasks to new-gen project management?
- Setting up autopilot for software projects
- Reporting on Project Time Entries in Analytics
- Column customization in the Kanban board
- Story Points for Projects
- Progress based on Story Points
- Scheduled Data Exports in Projects
Helpdesk Security
- Update to WAF (Web Application Firewall) for Freshservice load balancers
- Update on Freshservice NAT IPs allowlisting
- Update on IP allowlisting for Freshservice Application Load Balancer (ALB) - IND
- Change in file compression - gzip to brotli
- Update on IP allowlisting for Freshservice Application Load Balancer (ALB) – EUC
- Freshservice Load Balancer IPs
- Update on IP allowlisting for Freshservice VPN/Firewall Access
- Restricting File Types in Attachments
- Deprecation of Application Load Balancer IPs
- Restricting service desk access to certain domains
Monitoring Tools Integration
- Integrate Amazon CloudWatch with Freshservice Alert Management
- Integrate Freshping with Freshservice Alert Management
- Integrate Nagios XI with Freshservice Alert Management
- Integrate Zabbix with Freshservice Alert Management
- Integrate PRTG with Freshservice Alert Management
- Integrate OpManager with Freshservice Alert Management
- Integrate Microsoft SCOM with Freshservice Alert Management
- Integrate Applications Manager with Freshservice Alert Management
- Integrate Datadog APM with Freshservice Alert Management
- Integrate Dynatrace with Freshservice Alert Management
- Integrate LogicMonitor with Freshservice Alert Management
- Integrate Datadog Synthetic Monitoring with Freshservice Alert Management
- Integrate Google Cloud Monitoring with Freshservice Alert Management
- Integrate Microsoft Azure with Freshservice Alert Management
- Integrate Loggly with Freshservice Alert Management
- Integrate AppDynamics with Freshservice Alert Management
- Integrate Logz.io with Freshservice Alert Management
- Integrate Sumo Logic with Freshservice Alert Management
- Integrate Splunk APM with Freshservice Alert Management
- Integrate Auvik with Freshservice Alert Management
- Integrate Prometheus with Freshservice Alert Management
- Integrate CrowdStrike with Freshservice Alert Management
- Integrate Cisco Meraki with Freshservice Alert Management
Change Management
- Link IT changes to releases in your service desk | Freshservice Change Management
- Submitting Change Request to Change Advisory Board
- Appoving changes as a CAB member | Freshservice Change Management
- Change Management
- Manage Your Change Processes with Change Lifecycle
- Scheduling Maintenance & Blackout Windows
- cab meeting, cab huddle, cab
- Create no-code dynamic change forms with Business Rules
- How to add business impact of change using Freshservice
- Automating business impact of changes
- Get started with a modern, accessible and a scalable experience for Changes
- Understanding the list view in Change Management
- Link a change to an incident
Task management
SaaS management
Discover
- Microsoft DHCP Discovery
- Autodiscovery Best Practices
- Certificate Autodiscovery
- Configure autodiscovery system requirements
- Blade Systems Autodiscovery
- Cisco UCS Cluster/ACI Fabric Autodiscovery
- Configure DNS Autodiscovery for Microsoft DNS Servers
- IPMI/Redfish Autodiscovery
- Jamf Autodiscovery
- Linux and Unix Server Autodiscovery
- Load Balancers
- Nmap Autodiscovery
- Operating Systems Supported in Autodiscovery
- SCCM Discovery
- Ping Sweep
- SaaS Discovery
- SNMP - Network Autodiscovery
- TCP Port Scan Autodiscovery
- Vendors Supported in SNMP Autodiscovery
- Unprocessed Device Records
- UCS / ACI / Load Balancer / F5 Autodiscovery
- Windows and Hyper-V Autodiscovery
Setting up Freshservice
- Introducing the new Freshservice interface
- Setting up a custom mailbox in Freshservice
- Scanning and discovering assets in your network
- Audit Log | Freshservice | ITSM | ITIL
- List of Time Zones Supported in Freshservice
- List of Languages Supported in Freshservice
- Configure Multilingual Forms
- Using Rank order in Freshservice Analytics
Ticket Actions
- Ticket Archival
- Using email commands right inside tickets | Freshservice/FSBT
- View ticket activity history in your service desk | Freshservice Ticket Properties
- Linking incidents to existing problems | Freshservice Incident Management
- Forwarding a ticket in your service desk | Freshservice Ticket Management
- Monitoring important tickets in your service desk | Freshservice Solutions
- Creating Satisfaction Surveys for Your IT Service Desk
- Deflect email queries with Email Bot
- Linking Incidents to Existing or New Changes
- Enabling Ticket Closure Rules for Incidents or Service Requests
- Adding custom fields for Time Entries
- Sharing Tickets and Changes with other Requesters
- Emails not converted to tickets in Freshservice
- Exporting tickets
- Discontinuation of Team Huddle
- Adding child tickets to a ticket in Freshservice/Freshservice for Business Teams
- Share tickets (for agents)
- Set up ticket sharing (for admins)
New-Gen Project Mgmt
- Can Project managers be changed?
- Adding a requester to a project in Freshservice.
- What permissions do the Project members have?
- What notifications are sent out from Project Management?
- Is there a way of removing Members from a Project?
- Unable to set predecessor tasks or successor tasks.
- Moving subtasks from one parent task to another.
- Can you associate multiple changes/problems into the project
- Can we convert a change into a project?
Freddy AI Copilot
- knowledge content recommendations
- Freddy AI Copilot reports
- Help article generator
- Freddy Copilot Pricing
- Freddy AI: Frequently Asked Questions (FAQs)
- Resolution note generator
- Purchasing and managing Freddy Copilot add-on licenses
- Improve communication using Writing Assistant
- Translate incoming tickets for global support
- Assigning Freddy AI Copilot Licenses in Freshservice
- Measure productivity gains with Freddy Copilot
- Freddy Copilot learning sources and refresh timelines
- Resolve tickets faster with Resolution Insights
- Quantify Freddy AI Copilot impact and adoption
Get started with Freshservice IT Asset Management
Getting Started with Tickets
- Add public notes to tickets in your service desk | Freshservice Solutions
- Log walk-in requests into your Service Desk | Freshservice Solutions
- Auto suggest kbase solutions | Freshservice Canned Responses
- Use dynamic placeholders in your emails | Freshservice Canned Responses
- Creating ticket filter views in your service desk | Freshservice Solutions
- Adding private notes to tickets in your service desk | Freshservice Solutions
- Merging similar tickets in your service desk | Freshservice Solutions
- Understanding Card and Table Views
- Detecting Agent Collision in Tickets to Avoid Multiple Replies
- Viewing Percentage Change & Trends in Widgets
- Kanban board for Tickets & Service requests
- Missing tickets - Troubleshooting guide
- Enhancements to Ticket List View
- Real-time sync with enhanced auto refresh for tickets and changes
- Manage service desk tickets
- Standardize service request fulfillment with Agent Checklists
Freddy AI Insights
Uncategorized
Access controls
Document Management
- How to add assets’ information in generated documents?
- Generating documents using Workflow Automator
- Supported languages and fonts in document templates
- Auto-save generated documents to SharePoint
- Dropbox Sign for e-signatures in documents
- Adobe Acrobat Sign for e-signatures in documents
- Auto-save generated documents to Google Drive
Form fields and Form templates
- Using Dynamic Sections in Ticket Forms
- Creating Ticket and Change Template
- Create No-Code Dynamic Forms with Business Rules
- Setting up Multi-Select Dropdown for Incident, Service Catalog and Change Forms
- Setting up rich-text sections with content fields
- Business Rules - Troubleshooting Guide
- Business Rules - Usecases
- Create no-code dynamic change forms using Business Rules
- Archive or Delete custom ticket field in Freshservice
- Creating custom fields in your ticket, problem, change, and release task form
- Setting up dropdown fields
Automations and Triggers
- Can I have different email notifications for different groups?
- How are Workflow automator and Supervisor automations different from each other and how could I use them appropriately?
- Different ticket types updated using workflow automator
- Where do I setup a Workflow Automator rule ?
- Automatically assign all incoming tickets to specific agent
- How do I skip a new ticket notification to a particular email address?
- Assigning tickets from a specific email/subject to a group
- Automating CC Emails for Specific Departments
- Moving tickets from a specific requester to spam.
- Sending auto response for non business hours tickets
- Automatically update the type of a ticket in Freshservice
- Setting up automation based on the Subject or Body of the email.
- Automatically sending Customer Satisfaction Surveys
- Skip new ticket email notification in Freshservice.
- How can I set up follow-up emails for requesters who haven't responded to our emails?
- Restricting a specific domain from creating tickets.
- Restricting supervisor rule to run only once.
- Is there a way to find out the exact times when the Supervisor runs?
- How can I receive email notifications for updates and replies on all tickets, even those that aren't assigned to me?
- On which tickets would the Supervisor act?
- Will the Supervisor rule run in Business or Calendar hours?
- How can I automatically close tickets with the status 'Waiting on 3rd party' after a few days?
- How can I send an email to a manager when negative feedback (survey) is received?
- Notifying the requester about a change in ticket priority.
- Accessing the last added public note to a ticket via webhook
- Preventing reopening tickets for requester responses.
- Automatically assign a ticket to the last responding agent.
- Using Supervisor rules in Freshservice.
- Prevent closed ticket from reopening when requester responds
- How does the supervisor work ?
Managing Freshservice Subscription
Agents and Groups
- How to use email signatures in Freshservice?
- How to send replies with the Agent Name in the From field of the email?
- When I'm trying to add a new agent, I get the message 'User already exists'. How do I fix this?
- I'm trying to reset my password, but I'm not receiving the password reset link in my email. Is there anything I need to check?
- How do I change a user's account privileges?
- How do I set a password for an agent?
- Can I turn off the Activation Email for agents and set a static password?
- How can occasional agents get notifications for tickets assigned to them without signing into Freshservice and send replies to Requesters directly through email?
- I'm the account admin but my account has been set up as an occasional agent, and I can't login - what do I do?
- How can I check the number of day passes consumed by an agent?
- Can an occasional agent access the API without logging in?
- If I delete an agent from Freshservice, what happens to the tickets assigned to that agent?
- How to delete an agent?
- How do I delete an agent without losing any ticket details?
- Why is the agent name not coming up while assigning the ticket?
- How do I associate an email address with a group?
- According to the group selected by the Requester, could we show a specific set of fields on the ticket form?
- What happens to the tickets if we delete a group from the account?
- When I have an agent with group access added to multiple groups, which group's tickets will they be able to see?
- Is it possible to keep different sets of statuses for different groups in Freshservice?
- Can I merge multiple groups into one big entity?
- Can I have agents in multiple groups?
- Is there any way we can block agents from reassigning their tickets to others?
- How to disable/enable email notifications?
- How do I notify agents when a ticket is created on my Freshservice?
- How do I stop my users from receiving an email when they sign up from the portal?
- Why am I, as an agent, not getting notifications when a new ticket is created?
- How do I edit the automated notification emails sent out from my Freshservice?
- How to notify the Requester when a ticket is closed or resolved?
- How to stop the close ticket notification for a particular ticket?
Network Security in Freshservice
Microsoft Teams
Workload Management
Critical product announcements
Service Catalog
- Manage Shared Fields for Service Categories and Items
- Service request fulfillment, ITIL Request fulfillment
- Adding custom fields to a service item in Freshservice.
- Restrict who can view a service item in Freshservice.
- Why is the location panel greyed out when editing a loaner item?
- Can I have a service item in multiple service categories?
- Access for adding attachments when raising a service request?
- Composing the subject of service request in Freshservice
- Can I do bulk actions on service items?
- Different field types in creating a service item.
- Why aren’t the service items I create not displayed in the catalog?
- What is the difference between loaner item and permanent item?
- What is a loaner item?
- Can we reorder service categories?
- Viewing service items that aren’t published but are draft.
- Do we have limitations on the number of custom fields that can be created in a service item?
- What are all the specifications of an image that we can upload for a service item?
- Reordering Service items in a bundle.
- What are all the mandatory fields that is necessary to submit a loaner service request?
- Can we clean up all the default service items?
- Why child service items are visible in the end user portal?
- Enabling Multistage approval for service requests through workflow automators.
- How to change the delivery stages of a service request?
- I’m not able to create child service requests for service request manually?
- Can I set approval reminders for service requests?
- Can I convert an Incident to a Service Request?
- Sending approval comments to requesters in Freshservice Workflow automators.
- I lost the requested items information when I changed the type of a ticket to an Incident, Why?
- Automatically request for a specific service item/category
- Setting up automations based on specific service item field
Discovery Probe
- Troubleshoot Discovery Probe Scanning Errors | Freshservice Asset Discovery
- Uninstalling the Freshservice Discovery probe | | Freshservice Asset Discovery
- Adding a custom schedule for IP Range scans
- Mapping Active Directory fields while importing requesters through Freshservice Probe
- Notifications for Probe user import status
- Creating custom schedule for AD sync in Discovery Probe
- IP Range Scans - Supported input formats
- Asset Auto Assignment
- Custom Field Mapping for SCCM
- About Discovery Probe Security
- Software requirements for Discovery Probe
- Introduction to Probe Email Alerts
- Hardware requirements for the Discovery Probe
- Probe Requirements to fetch Cloud Information
On-Call Management
- How to use Slack as a notification channel for on-call management
- Regions where SMS & phone support for On-Call Management is available
- Respond to critical incidents using WhatsApp
- Respond to critical incidents using the Freshservice mobile app
- Download VCF files to identify on-call notifications from Freshservice
- Updating an incorrectly formatted phone number
- Designing an escalation policy
- Creating an override for on-call
- Getting more agents or agent groups to respond to a ticket (multiple responders)
- Editing or deleting an on-call schedule
- Enhanced Fair-Use Policy for On-Call Management
- Using the on-call calendar
- Using audit logs for On-Call Management
- Bypass DND for phone and SMS notifications
- How to set up shift reminders for On-Call schedules in Freshservice?
- How to configure and test notifications for On-Call schedules in Freshservice?
- How to set up escalation policies as an Agent?
Workflow Automator
- Web Request Node
- Functions in expression builder node
- Operators in Expression Builder Node
- Sample Usecase- Invoke WebRequest node to fetch ticket details and perform actions based on it.
- Expression builder Node
- Enabling Actions on Associated tickets in Change workflows
- Automating Asset Lifecycle
- Setting up Task Automations
- Powerful Placeholders with Liquid Filters
- JSON Parser Node
- Reader Node
- Timer Node - Add Time Delays in your automations
- Introduction to Scheduled Workflows
- Expression Builder Node Troubleshooting Guide
- Fix for Custom Objects behavior in Workflow Automator
- Scheduled Workflows for Software Applications and Users
- Fix for Condition Node behavior in Workflows
- Improved workflow execution after Orchestration and web request nodes
- How to restore a deleted workflow?
- Identify workflow updates and status changes
- Fix for Business Rule validation in Service Items
- Adding an Event Trigger for Service Items in Ticket Workflows
- Fix for Custom Objects behavior for Nested Fields in Workflow Automator
- Subflows in Freshservice Workflows
- Looping in Freshservice Workflows
- Fix for Number of Workflows Execution on the Tickets created by Another Workflow using Web Request Node
- Deprecation of the Unblock Subsequent Workflows from Pending Approvals Configuration
- Workflow Automation Scenarios
- Manage workflows for service desk
- Configure system events in workflow triggers
FreshThemes
Status Page
Service Desk Efficiency
DevOps Integrations
Freshservice Cloud Discovery
Email Notifications
Problem Management
Purchase Order Management
Release Management
Major Incident Management
- Configure custom fields for Major Incidents
- Major Incident Management: Frequently Asked Questions (FAQs)
- Demoting a major incident
- Using Freddy Copilot to generate a post incident report
- Set Up & Use Custom Templates for Post-Incident Reports
- How to create and assign approvals for Post Incident Reports in Freshservice?
Build
- Customize the agent persona and tone of voice
- Connect your knowledge sources to the AI Agent
- Connect your service catalog to the AI Agent
- Explore pre-built AI agents
- Configure agent behavior and human handover
- Workflows for AI Agents in Freshservice
- Explore Workflow library in Freshservice
- Connect your apps (Google Drive, SharePoint, and Confluence)
Getting Started
Get started
Reports
- How do you calculate FCR% in Analytic report?
- Reports
- Can reports be scheduled to run on a timed schedule?
- How can scheduled reports be auto-emailed to recipients in say a PDF form?
- Is it possible to create a report that shows sub-category & item?
- From which plan is scheduled reporting available?
- How often do the reports get updated data
- How to get a report with the exact time taken to resolve an incident?
- How to create a report with filter by Location?
- How is the Average First response time calculated in reports?
- How is the Average response time calculated in reports?
- How is the Average resolution time calculated in reports?
- How to generate a report on billable work done by an agent?
- How to get the ticket property fields data from a report?
- How to get a report of overall trending in my service desk?
- How do I go about including the serial number of assets in the report?
- How to show all the assets that are not used by a user?
- How to export all of the customer satisfaction histories for an agent?
- How to select multiple groups when creating a custom report?
- How to get a report of the softwares in the asset?
- How to get a report that shows the current state of the asset?
- How is the Number of Reopens calculated?
- How to pull reports of service requests that came in?
- What is the date range available for default and custom reports?
- Why do I see the number of resolved tickets more than received in a report?
- What is the difference between Average Customer Interactions and Average Agent Interactions?
- Does the response time in the ticket include weekends?
- What does the red and green arrow in the default reports signify and how is the percentile calculated?
- How to find the first response status of a ticket for which there is no first response given?
- How to run report on Top 10 tickets with the oldest updates?
Admin Settings
Pricing FAQ
Service Desk FAQ
Solutions
Support Guide: Introduction to Tickets
- Viewing Tickets assigned to you
- Using keyboard shortcuts in your IT service desk
- Ticket Shortcuts
- Filtering Tickets
- Assigning Tickets
- Get Support: How to work with tickets?
- Viewing and Updating Tickets
- Adding Tasks
- Adding Private Notes
- Associating Assets to Incidents
- Adding Non-Invasive Updates Using Public Notes
- Replying to Tickets
- Following Tickets and Adding Watchers
- Execute Scenario Automations
- Adding Time Entries to Track the Time Spent on Tickets
- Merging Tickets
- Editing Tickets and Other Actions
- Using Email Commands to Update Ticket Properties
- Add or Link Child Tickets to Service Requests in Freshservice
Changes
- Working with Changes
- Requesting for Approval from a Cab Member
- Adding Review Note After Release
- Closing Changes
- What is a Change Lifecycle?
- Possibility to submit approval to CAB via email or API.
- Can I convert a change to a Service Request?
- Multistage or multi level approvals in Freshservice Automator
- Is it possible to change the labels on approval status?
- Can same agent be in two CAB approval groups?
- Adding custom fields for Planning section of Changes.
- Can I modify change status field labels?
- How can I notify agents when change is created?
- Is it possible for an approver to send Approval comments to the requester?
- Is there a way to change the from email for changes only?
- Can a requester add comments to a change?
- Is it possible to link changes together?
- Some agents cannot access changes. Why?
- Can requesters/clients view the changes from support portal?
- Will the calendar display all the changes?
- Is there a limit in the number of problems that can be linked to a change?
- Can you trigger an announcement once a change is deployed/released?
- Exporting Changes in Freshservice
- How should I notify agent when note is added in a change?
- Cloning a change request in Freshservice
- Adding members to an existing CAB group
- Change approvals in MSP by other company members
- What are Change Types?
- Can an approved change be rejected again?
- Can I associate more than one change to a ticket?
Releases
Contracts
End user guide - overview
SSO
- How can I login to my account?
- Configuring SSO in Freshservice
- How does SSO in Freshservice work?
- I get the 'Unable to allocate day pass' error while logging in. How do I resolve this?
- The error 'Username/password combination is wrong' is thrown when I try to login. What do I do?
- How do I login if my SSO is not working?
- I see the error 'Sorry we couldn’t locate your account' when I try to login. What is the issue here?
- What is the Remote Login URL?
- Why am I getting the error 'Portal is not available at your location' while trying to access a Freshservice page?
- Why am I getting the error 'You’re not allowed to access this page'?
- What is the encryption used in Freshservice SSO and what are the parameters that I need to pass?
- Troubleshooting steps-agent not able to login through AD SSO
- Why am I getting a 'Login unsuccessful' error on the AD SSO?
- Agents logged back into the portal automatically after they logged out.
- Do I need SSL cert for SSO?
- Can I have multiple SSO configurations in Freshservice?
- What is the benefit of using SSO?
- Should the IIS be hosted publicly?
- How to allow users from multiple domains to use SSO?
- What are the ports required to be enabled for IIS?
- Where do I get the ADScript download link?
- How to troubleshoot login issues in Freshservice?
Problem
- Setting up form fields for a Problem.
- Can a requester be given access to the problems?
- Is there a template for problems?
- Can we rename the existing status for a problem?
- Can we add a new status to the existing status in a problem?
- Is there a dependent field in problem fields?
- Can we have a problem to be visible to anyone apart from agents?
- Is there an option to use dynamic fields for problem fields.
- Can we create a task in a problem?
- Can we have a custom status for a task?
- Can we notify the assigned agent in prior for task completion?
- How can we track the due by time for problems?
- Can we have a custom status for a task in a problem?
- Do we have SLA for problems and what is due by date in Problems?
- Can we have automation for a task in a problem?
- Can we notify one day before the task completion date?
- Can we use automation for Problems?
- How to turn off the “problem created” notification for a requester
- How can the notification sent to the requester of a closed ticket be turned off in Freshservice?
- How to send an email to the agent of the linked Tickets whenever a new problem is created.
- of the problem. Adding notes to the problem generates a notification. Is this something that can be stopped.
- Creating automations for problems in Freshservice.
- Can we add a task to a problem through automation?
- Can we trigger automation for all the tickets associated with the problem?
- Is there an option to trigger webhooks in problem automation?
Tasks
- What is a task?
- Can a task be assigned to a Group?
- Task SLAs
- Can tasks be assigned to Multiple Agents?
- Can tasks be automated?
- Are there email notifications for tasks?
- Do we have a filter to view the tasks for an agent?
- Can tasks be assigned to different groups, even though the original ticket is in a different Group?
- Do we have reminder notifications for tasks?
- Can we prevent a ticket closure unless a task is completed?
- Are there any reports for tasks?
- How is the due date determined for tasks? Does it align with the ticket SLA or have a separate SLA
- Can the task fields be modified apart from the existing ones?
- Can the tasks in a ticket be re-ordered?
- Can we have timesheet for tasks?
API & Webhooks
- How can I get the ticket fields using APIs?
- What is the rate limit for APIs across all plans?
- What is the date-time format used in Freshservice APIs?
- How do I create solution categories using API?
- Can I view all service items using API?
- How can I create tickets with attachments using API?
- Why do tickets get created with priority as low even when priority value is set to “4” while creating with API?
- Can we update custom fields of tickets using APIs?
- What is a Webhook?
- Is there an API existing for Parent-Child association?
- Can we associate an asset to a ticket using APIs?
- How do I link Change and Ticket using API?
- Where do I find my API key?
- Does enabling Apps consumes my API calls?
- How can I check the available API limit?
Feedback Widget
- What are the different feedback widgets available in Freshservice?
- How to enable the feedback widget on our website?
- Can I change the position of the feedback widget in Freshservice?
- I have copy pasted the feedback widget code but still, I am unable to view the feedback widget on my website. What could be the issue?
- Can an email notification be sent to another email address when feedback is received via feedback widget?
- Can we add a CC in the feedback widget?
- Can the feedback widget be enabled for the mobile view?
- How do we get to know if the ticket is created from the feedback widget in the ticket list view page?
- Can I change the text on the form button from "Send Feedback" to "Submit" or something like that?
- Can we change the order of the fields in the Feedback widget?
- In what language is the feedback widget displayed?
- Is it possible to add additional fields in the Feedback widget?
- Why do I receive the "You're not allowed to access this widget" error?
Priority Matrix
Announcements
- How can I add an email address to which my customers can write and create tickets on Freshservice?
- How to setup the forwarding rule for the service desk email address?
- How to activate a service desk email address?
- Why haven't I received the Activation email from Freshservice?
- Why am I getting the error, ‘Activation code invalid’ when I try to activate my support email address?
- How do I reply directly to the Original sender when it comes to emails that are forwarded to the service desk email address by an agent?
- Can I use my own mail servers to send and receive emails in Freshservice?
- Can you create a ticket using Reply-to address in Freshservice?
- How do customer replies get appended to the original ticket?
- Can an email address be automatically added in the CC for replies?
- Can I change the properties of a ticket while replying as an agent from my mailbox?
- How to forward tickets to a third-party who is not an agent?
- Can an agent reply from their mailbox and have it added as a private note instead of a public note?
- The agents are also receiving the tickets in their mailbox apart from the service desk. What could be the reason?
- Emails are not going through to the customer from Freshservice. How to go about this?
- Can I send an Escalation email to multiple agents?
- How to deactivate email support and use only portal in Freshservice?
- Why aren't tickets getting created for emails that are manually forwarded from the service desk email address to Freshservice forwarding email address?
- Why aren't tickets getting created, even after adding the support email address in Freshservice?
- How to prevent tickets from being created if the support email address is in the CC or BCC of an email?
- How do I change the font in Email Notifications and Replies?
Release
Ticketing Workflow
- How do emails from your requesters get converted into tickets?
- What is the difference between a note and a reply?
- Attachment size limit for ticket replies in Freshservice
- Attaching multiple files in ticket replies for Freshservice
- Would it be possible to add attachments that are more than 25 MB in size?
- I want to insert a footer into all my replies. How do I do this?
- How to close a ticket without sending an email notification to the requester?
- Is it possible to add another agent to a ticket?
- Is it possible to forward the ticket to a non-agent whenever a new ticket is created?
- How do you check if another agent is looking at the same ticket?
- How do we check if an agent is answering/replying to your ticket?
- How can requesters view their previous conversations after a ticket is closed?
- Changing the ticket priority by requester.
- Can I download attachments using a Public Ticket URL without being logged in?
- Can details apart from the contact details in Freshservice be retrieved for a particular requester?
- Can I receive a sound notification when a new ticket comes in?
- Removing Ticket ID in the subject of email notifications
- Scheduling a recurring ticket in Freshservice.
- How can we track time on a ticket?
- How to automatically stop the Time Tracker?
- On what timezone are the ticket counting timers based?
- Why am I unable to update the ticket properties in Freshservice?
- Why can I not link a child ticket to a parent ticket in Freshservice?
- Why is my ticket list view page not loading?
- How to avoid email replies from creating duplicate tickets in Freshservice?
Asset Management
- Can I import assets?
- How do I define relationship between assets?
- How do I associate assets to users/tickets?
- How do I add assets in different locations and differentiate them based on location?
- How to add custom fields for assets?
- What is the difference between agent and probe?
- Can I get notified of expiring contracts?
- Can we import locations?
- What are contract types available by default in Freshservice?
- Are bulk actions available for assets?
- Are automations applicable for asset management?
- What is the synchronisation time for agent and probe?
- Are vendors auto detected by the Freshservice probe/agent?
- How to map user fields when importing using the active directory/probe?
- Why am I unable to detect assets?
- How to pull user information from active directory using probe?
- Assets are successfully scanned but are not inserted into inventory. Why is that?
- Bulk import of assets not working/missing entries. What to do?
- Can I import components information?
- What is an Asset State?
- Can I clone the assets?
- Can I add custom Asset State?
- How do I get a copy of all my assets?
- How to search Assets with Locations?
- What is Asset Usage type?
- Can’t find the Vendor in the Vendor list while adding/editing an asset?
- What is the difference between Serial Number and Asset Tag?
- How can I print asset tags?
- How to create asset views?
- What is Loaner?
Gamification and Arcade
Sandbox
- What are the modules that do not get copied to your Sandbox account?
- How to setup a Sandbox account?
- What is a Sandbox?
- Is Sandbox available in my plan?
- How to sync changes from Sandbox to my Freshservice account?
- How to identify if I am logged into the sandbox or production account?
- I received a conflict error when trying to sync from Sandbox account. What does it mean?
- I received a Sync error when trying to sync from Sandbox account.What does it mean?
- How to sync changes in case of a conflict or sync error?
- Where can I view all the sync history?
- What are the changes skipped in Sandbox?
- How to deactivate my Sandbox account without syncing changes?
Incidents & Service Request
- Why is there a need for team huddle when a private note can be added with the ability to tag agents?
- Is Team huddle a real time chat feature?
- Enabling the team huddle feature in Freshservice.
- Differentiate between Incidents and Service Requests?
- Why do you merge 2 tickets?
- What is the purpose of adding a watcher to a ticket?
- Can we associate a ticket to a change directly?
- How to remove a watcher from a ticket?
- Can watchers be non agents?
- Modifying the due date of a ticket in Freshservice
- Why do some tickets have approval tab and some don't?
- Can requesters see conversations agents have with third parties?
- Overview of bulk actions available for tickets
- Why have tags when there are filters?
- Creating incident categories in Freshservice
- How do sub-categories work?
Business Hours and SLAs
- How do I change the Service Desk's Time Zone?
- How do I change my own Agent Profile's Time Zone?
- How to set holidays and change calendar holidays to working day?
- How to configure business hours?
- Is a private note counted as a response under SLA Policies?
- How to send escalation emails to an agent who has not responded on a ticket for a definitive period of time?
- Can individual SLA policies be set up for different categories?
- Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
- Will the reopening of a Resolved ticket count against Average Resolution time?
- What is the difference between "response due" and "overdue"?
Orchestration
How to use guides (Slack)
Affliate Marketing
Troubleshooting Videos
What's new
Analytics FAQs
- Viewing reports in a different language in Freshservice Analytics
- Can I recover a deleted or missing report in Analytics?
- Can I see the approver of a ticket in the approval flow in the reports?
- Generating an analytics graph to display the average resolution time for a specific service catalog item instead of all Service Requests
- How does the PDF export feature work in FreshService reports?
- Displaying more columns in analytics
- No date message displayed in curated reports
- Unable to Generate Tabular Data Reports in Freshservice
New Sandbox
- Sandbox in Freshservice
- Sandbox Overview
- How to set up a Sandbox?
- Deploy your Changes
- Accessing Sandbox
- Know all about data copied during Sandbox creation
- Dependencies
- Config Sets
- Keep track of changes
- Sandbox Sync: A Guide to Avoid Sync Failures
- Sync changes - FAQs
- Set up your Sandbox: FAQs
- New Sandbox Architecture: Hardcoded elements in workflows
- How sync works?
- Manage Sandbox add-on removal and plan downgrades in Freshservice
- Upgrading your Sandbox account
- Deletion of detached Sandbox accounts
Document Management - Use case library
Agent portal experience – Journeys
Support portal experience – Journeys
Admin configuration – Journeys
- Create the Initiator Form in Journeys
- Form field limits and condition setup for dropdown and multiselect ields
- Employee Onboarding, Journeys, Employee Journeys
- Allow Initiators to cancel Journey Requests
- Select the Initiator in Journeys
- Manage Journey settings
- Set up Activities in Journeys
- Create a Task Activity in Journeys
- Create a Ticket Activity in Journeys
- Create a "Schedule Email" Activity in Journeys
- Create child activities (Form Task) in Journeys
- Configure advanced options in Activities (Journeys)
- Create a Form Task in Journeys
- journey request onboarding journey journey builder
- Create journey using templates
- Create a journey from scratch
- Copy form fields from other Journeys
- Set up Phases in Journeys
- Manage stakeholders in Journeys
- Configure stakeholders in the Initiator Form (Journeys)
- Publish a Journey
- Pre-publish checklist for Admins (Template-based Journeys)
- Create a Simple Task in Journeys
- Journey form field limitations
- Access journeys in the sandbox
Get started with Journeys
Journey Request Owner experience – Journeys
- Impact of updating the Initiator Form after initiation (Journeys)
- Impact of skipping a Phase or an Activity in an ongoing Journey Request
- Journey Request Owner assignment flow
- Manage and update Activities in Journey Requests
- Logs captured in Journey Requests
- Access Journey Requests in the Agent Portal
- Manage Journey Requests
Journeys on mobile
Devices
- Clone a device
- Manage devices
- Add blade chassis devices
- Manage device asset lifecycle
- Create cluster devices
- Add device parts
- Add device URLs and attachments
- Add blade slots
- Create device custom fields
- About device management
- Import devices
- Manage device hardware properties, OS, and connectivity
- Add device service instances
- Manage software installations
- Configure device ignore rules
- Create device name profiles
- Manage the device list view
- Manage Hardware Models (Templates)
- Archive devices and resources
- Manage virtual and blade devices