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Freshservice FAQs

Service Desk FAQ 2

Service Desk Basics
Ticket Basics

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 26

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 34

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 28

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 37

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 61

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 ?
How can I assign all incoming tickets to a particular agent on the portal?
How do I skip a new ticket notification to a particular email address?
How to assign tickets from a particular email address or with a specific subject to a different group?

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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?
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 helpdesk email address?
How can I add an email address to which my customers can write and create tickets on Freshservice?
How to activate a helpdesk 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?
Is it possible to add a new field to the release form?

Business Hours and SLAs 10

How do I change the Helpdesk'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?