Freshservice FAQs

Service Desk FAQ 3

• Service Desk Basics
• Ticket Basics
• How to use Freshservice in kiosk mode? (iPad)

Workspaces 18

• What is a workspace?
• What is the difference between IT workspaces and Business workspaces?
• What is a primary workspace?
• What is the difference between a draft and published workspace?
• How does administration differ between a single workspace account and a multiple workspaces account?

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Incidents & Service Request 16

• 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?
• How to enable team huddle?
• Differentiate between Incidents and Service Requests?
• Why do you merge 2 tickets?

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Agents and Groups 32

• 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?
• How do I change a user's account privileges?
• How do I set a password for an agent?

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SSO 23

• How can I login to my account?
• How do I login if my SSO is not working?
• How does SSO in Freshservice work?
• Where do I configure Single Sign On within Freshservice?
• The error 'Username/password combination is wrong' is thrown when I try to login. What do I do?

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Service Catalog 33

• Can I add custom fields to a service item? If yes, then how?
• Why is the location panel greyed out when editing a loaner item?
• How to restrict catalog items to specific users?
• Can I have a service item in multiple service categories?
• How do I edit the subject for service requests?

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Priority Matrix 3

• How to set the Priority of the tickets automatically?
• Why are tickets coming in with a Low priority even if the Urgency and Impact have been set?
• Why I am not able to set the priority of a ticket using Impact and Urgency for Service request tickets?

Problem 26

• Can we set up fields for a problem?
• Is there a template for problems?
• Can a requester be given access to the problems?
• Can we add a new status to the existing status in a problem?
• Can we rename the existing status for a problem?

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Changes 52

• What is a Change Lifecycle?
• Is it possible to submit approval to the CAB via email or API instead the portal?
• Can I convert a change to a Service Request?
• Can I automate planned start date of next change?
• Is it possible to change the labels on approval status?

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Asset Management 46

• How do I define relationship between assets?
• Can I import assets?
• How do I add assets in different locations and differentiate them based on location?
• How do I associate assets to users/tickets?
• What is the difference between agent and probe?

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Tasks 15

• What is a task?
• Can a task be assigned to a Group?
• Does a task have SLA?
• Can tasks be assigned to Multiple Agents?
• Can tasks be automated?

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New-Gen Project Mgmt 10

• Can Project managers be changed?
• Can we convert a change into a project?
• What are the different levels of tasks and their naming conventions in New-Gen Project Management?
• Can you associate multiple changes/problems into the project
• Can requesters/users be added to a Project?

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Automations and Triggers 59

• How are Workflow automator and Supervisor automations different from each other and how could I use them appropriately?
• Where do I setup a Workflow Automator rule ?
• What kind of tickets could be updated using the Workflow Automator?
• How can I assign all incoming tickets to a specific agent on the portal?
• How do I skip a new ticket notification to a particular email address?

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Ticketing Workflow 25

• How do emails from your requesters get converted into tickets?
• What is the difference between a note and a reply?
• What is the size limit for attachments to a ticket reply in Freshservice?
• Can I attach multiple files while replying to a ticket?
• Would it be possible to add attachments that are more than 25 MB in size?

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Feedback Widget 13

• What are the different feedback widgets available in Freshservice?
• How to enable the feedback widget on our website?
• 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 I change the position of the feedback widget in Freshservice?
• Can the feedback widget be enabled for the mobile view?

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API & Webhooks 17

• Can we increase the API rate limit?
• What is the rate limit for APIs across all plans?
• How can I get the ticket fields using APIs?
• What is the date-time format used in Freshservice APIs?
• How can I get user information using API’s?

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Announcements 3

• Can I send announcements as emails?
• How do I share updates with my agents and end users, when I need to let everyone know of something important going on within the organisation?
• How do I modify or delete the announcements that have posted on the portal?

Email 22

• How to setup the forwarding rule for the service desk email address?
• How can I add an email address to which my customers can write and create tickets on Freshservice?
• 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?

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Release 5

• What are the 4 release types?
• Can more than one change be associated to a release?
• Can a requester view the release ticket?
• How do you run a report on Release?
• How can I add custom fields to the Release form in Freshservice?

Business Hours and SLAs 10

• How do I change the Service Desk's Time Zone?
• How do I change my own Agent Profile's Time Zone?
• How to configure business hours?
• How to set holidays and change calendar holidays to working day?
• Is a private note counted as a response under SLA Policies?

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Email Notifications 10

• How to disable/enable email notifications?
• How do I notify agents when a ticket is created on my Freshservice?
• How to enable ticket creation email notifications for non-agents?
• Why am I, as an agent, not getting notifications when a new ticket is created?
• How do I stop my users from receiving an email to sign up for the portal?

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Reports 39

• 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 to get a report with the exact time taken to resolve an incident?

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Gamification and Arcade 5

• How are the points calculated for the Leaderboard?
• How do I create custom quests?
• How can I edit the level of each agent manually?
• Why aren't my points updated on the Leaderboard yet, even though I've completed a quest?
• How will agents be notified when they complete a quest?

Sandbox 13

• What is a Sandbox?
• What are the modules that get copied to your Sandbox account?
• What are the modules that do not get copied to your Sandbox account?
• How to setup a Sandbox account?
• Is Sandbox available in my plan?

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Orchestration 1

• What is Orchestration?

Affliate Marketing 1

• What is the program about?

Pricing FAQ 2

• What is considered a chargeable managed asset in Freshservice?
• What's the difference between Full-Time and Occasional Agents?

Analytics FAQs 8

• Can I view the default reports in a different language in the Analytics module?
• What should I do if a report is missing or deleted in FreshService Analytics?
• Can I see who has approved a certain ticket in the approval flow through Analytics reports?
• Can I generate an analytics graph to show the average resolution time for a specific service catalog item instead of all Service Requests together?
• How does the PDF export feature handle the number of records in a report?

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