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    Freshservice FAQs

    Incidents & Service Request 19
    • 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?
    • Differentiate between Incidents and Service Requests?
    • Why do you merge 2 tickets?
    • Can we associate a ticket to a change directly?
    View all 19
    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?
    View all 32
    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?
    View all 26
    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?
    View all 34
    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?
    View all 28
    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?
    View all 52
    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?
    View all 37
    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?
    View all 15
    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?
    View all 10
    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?
    View all 61
    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?
    View all 25
    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?
    View all 13
    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?
    View all 17
    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?
    View all 22
    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?
    View all 10
    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?
    View all 10
    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?
    View all 39
    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?
    View all 13
    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?
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