Workspaces (21)
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What is a workspace?
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What is the difference between IT workspaces and Business workspaces?
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What is a primary workspace?
Incidents & Service Request (16)
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Why is there a need for team huddle when a private note can be added with the ability to tag agents?
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Is Team huddle a real time chat feature?
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How to enable team huddle?
Agents and Groups (32)
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How to use email signatures in Freshservice?
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How to send replies with the Agent Name in the From field of the email?
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When I'm trying to add a new agent, I get the message 'User already exists'. How do I fix this?
SSO (23)
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How can I login to my account?
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How do I login if my SSO is not working?
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How does SSO in Freshservice work?
Service Catalog (33)
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Can I add custom fields to a service item? If yes, then how?
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Why is the location panel greyed out when editing a loaner item?
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How to restrict catalog items to specific users?
Problems (26)
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Can we set up fields for a problem?
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Is there a template for problems?
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Can a requester be given access to the problems?
Changes (51)
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What is a Change Lifecycle?
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Is it possible to submit approval to the CAB via email or API instead the portal?
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Can I convert a change to a Service Request?
Asset Management (44)
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How do I define relationship between assets?
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Can I import assets?
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How do I add assets in different locations and differentiate them based on location?
New-Gen Project Mgmt (10)
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Can Project managers be changed?
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Can we convert a change into a project?
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What are the diļ¬erent levels of tasks and their naming conventions in New-Gen Project Management?
Automations and Triggers (59)
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How are Workflow automator and Supervisor automations different from each other and how could I use them appropriately?
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Where do I setup a Workflow Automator rule ?
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What kind of tickets could be updated using the Workflow Automator?
Ticketing Workflow (25)
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How do emails from your requesters get converted into tickets?
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What is the difference between a note and a reply?
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What is the size limit for attachments to a ticket reply in Freshservice?
Feedback Widget (13)
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What are the different feedback widgets available in Freshservice?
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How to enable the feedback widget on our website?
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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?
API & Webhooks (16)
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What is the rate limit for APIs across all plans?
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How can I get the ticket fields using APIs?
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What is the date-time format used in Freshservice APIs?
Email (21)
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How to setup the forwarding rule for the service desk email address?
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How can I add an email address to which my customers can write and create tickets on Freshservice?
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How to activate a service desk email address?
Release (5)
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What are the 4 release types?
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Can more than one change be associated to a release?
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Can a requester view the release ticket?
Business Hours and SLAs (10)
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How do I change the Service Desk's Time Zone?
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How do I change my own Agent Profile's Time Zone?
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How to configure business hours?
Email Notifications (10)
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How to disable/enable email notifications?
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How do I notify agents when a ticket is created on my Freshservice?
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How to enable ticket creation email notifications for non-agents?
Reports (38)
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Can reports be scheduled to run on a timed schedule?
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How can scheduled reports be auto-emailed to recipients in say a PDF form?
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Is it possible to create a report that shows sub-category & item?
Gamification and Arcade (5)
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How are the points calculated for the Leaderboard?
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How do I create custom quests?
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How can I edit the level of each agent manually?