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Hello folks!👋

We are back with another episode of Appsolutely Connected with Freshservice—your weekly guide on exploring game-changing integrations for your service desk operations. 

Ever felt like you're in an IT maze, struggling to navigate the web of devices, apps, and their health status? The complexity of this challenge often results in delayed issue resolution and potential disruptions to end-users' productivity. 

Freshservice + Intune lets you efficiently manage and troubleshoot devices while ensuring your service desk operations are top-notch is top of mind. This integration lets you sync discovered apps, mobile, and computer devices managed on Intune within Freshservice asset management, offering a comprehensive view of your entire device landscape. 

🌟What can you achieve with this integration? 

  • One-Stop-Shop for Asset Managers: Get a consolidated view of all devices and their information fetched from Intune, accessible in Freshservice.
  • Insights into Asset Health: Gather detailed insights into the health of all discovered devices.
  • Actionable Operations: Perform actions like restart, sync, wipe, retire, send notification, etc., directly from Freshservice.
  • Enhanced Issue Visibility: Better understand end-user issues by identifying the devices they use.
  • Multi-Account Sync: Sync discovered apps and devices from multiple Azure accounts to Freshservice.
  • Ownership Type Filtering: Filter devices based on ownership type for efficient asset management.
  • Error Log Visibility: View error logs for discovered apps and devices that failed to sync into Freshservice.

Gain a consolidated view of your devices, insights into their health, and the power to take action directly from Freshservice with the Intune app integration.

Share your thoughts, experiences, and newfound efficiencies below! 👇

#AppsolutelyConnectedWithFreshservice #FreshserviceIntegration #Intune

Hi,

 

As a security conscious organisation, we arent able to manage the administration actions from outside the core service. For this reason our staff cannot use fresh service to complete the administration of devices, can we just have the data sync over to provide Asset repository information ?

I agree with Joshua, we primarily use the tool just to sync our assets to Freshservice.

However, we’ve been using this app for around 5 months in our Freshservice instance and its been a disappointing experience. The app doesn’t work to automatically sync new or existing devices for us and we have to manually force a sync in the app every time.

We set it up to run daily and some days it runs other days it doesn’t. Whenever it does run, it will usually show a failed message with no feedback (no errors, logs, devices synced, etc.). But if we run the sync manually, it will work without issue.

Been like this for the last 4 months and when we reached out to support they were not helpful. Basically told us it was working as designed and closed the ticket.

there's still a lot manual work involved, when they sync, they come in as ‘Computer’, not as Laptop, Tablet, Desktop etc., they still need to be assigned to a ‘Managed by Group’ in order to be visible to the designated IT staff handling that department/entity, you cannot use the ‘used by’ field for any automation tasks to assign company or group that manages it, if you happen to work with multiple hardware vendors, the ‘Type’ or ‘Product’ fields are in various cases inconclusive (just a number, no vendor, no model or anything) - and when you update it manually in Fresh, the next sync will overwrite it again to the inconclusive values, etc. etc…. so partial surely intune issue on what data is provided, partially just lack of completeness in what Fresh asset management can do or be automated to do, partially the minimalistic implementation of what/how it is synced.
While is it surely a ‘nice’ feature, it is far far far from being usable without putting a huge amount of manual work into it (if you have a huge amount of assets that is)

in general - when it comes to automation, it is limited what fields you can work with (unless you're a developer and write your own code) and in most cases then just ‘not’ doable.

there's still a lot manual work involved, when they sync, they come in as ‘Computer’, not as Laptop, Tablet, Desktop etc., they still need to be assigned to a ‘Managed by Group’ in order to be visible to the designated IT staff handling that department/entity, you cannot use the ‘used by’ field for any automation tasks to assign company or group that manages it, if you happen to work with multiple hardware vendors, the ‘Type’ or ‘Product’ fields are in various cases inconclusive (just a number, no vendor, no model or anything) - and when you update it manually in Fresh, the next sync will overwrite it again to the inconclusive values, etc. etc…. so partial surely intune issue on what data is provided, partially just lack of completeness in what Fresh asset management can do or be automated to do, partially the minimalistic implementation of what/how it is synced.
While is it surely a ‘nice’ feature, it is far far far from being usable without putting a huge amount of manual work into it (if you have a huge amount of assets that is)

in general - when it comes to automation, it is limited what fields you can work with (unless you're a developer and write your own code) and in most cases then just ‘not’ doable.

just as addition maybe: i did work with various other brands asset managements, looking at usefulness, manual labor involved, automation features and such, on scale of 1-10, the others rank between 7-9, Fresh still ranks somewhere around the 2-3, it's still quite a path for them to be useful enough to have the ‘advertised’ value.

For now, do not put any effort in installing this tool as it simply does not work. 

 

Hello, @radhika.narayanan:

I can see there were some updates to the Intune ↔️ Freshservice integration app in August.

We normally deploy the Freshservice Agent and I’m interested to only sync the device primary user from Intune to Freshservice. This stopped working since the moment we moved from Entra-hybrid-joined to Entra-joined devices.

The device actions supported are redundant and not desired to be used outside Intune platform:

The Device Actions supported:

  1. Wipe
  2. Retire
  3. Reboot
  4. Shutdown
  5. Reset Passcode
  6. Remote Lock

Q1) Does the Intune app sync the primary user on a computer object that was previously created by FS Agent?

Q2) How can I remove the ‘device actions’ from the Freshservice?

Thank you

Hey @JiriGrohmann 

Thank you for exploring these apps and bringing your questions. I’m tagging the team here to assist you with your query.- @radhika.narayanan @Sumithra @Nageshwar 

We are in the process of implementing FreshService for our organization and one of the main selling points for us was the Intune integration for our asset management.  Unfortunately, the integration was something we need for device assignment to sync to FS, which the agent does not do.  I have reached out to the developer via phone, email, and chat, and all are the same, not available.

Very disappointing.

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