Community
Video Library
Agent Training
Freshservice
Freshdesk
Freshchat
Freshcaller
Freshsales
Freshteam
Freshworks Neo
Freshsurvey
Freshservice for MSP Freshservice FAQs
Workspaces
-
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 in-setup and published workspace?
-
How does administration differ between a single workspace account and a multiple workspaces account?
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?
-
How to enable team huddle?
-
Differentiate between Incidents and Service Requests?
-
Why do you merge 2 tickets?
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?
-
How do I change a user's account privileges?
-
How do I set a password for an agent?
SSO
-
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?
Service Catalog
-
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?
Problem
-
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?
Changes
-
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?
Asset Management
-
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?
Tasks
-
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?
New-Gen Project Mgmt
-
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?
Automations and Triggers
-
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?
Ticketing Workflow
-
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?
Feedback Widget
-
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?
API & Webhooks
-
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?
-
How can I create tickets with attachments using API?
Email
-
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?
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 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?
Email Notifications
-
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?
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 to get a report with the exact time taken to resolve an incident?
Sandbox
-
What is a Sandbox?
-
How to setup a Sandbox account?
-
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?
Analytics FAQs
-
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?