The Freshworks Community | Freshworks Community

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

ITOM Unlocked: Using workflows for alerts

(Tue, 21 May, 3:30 pm)

10,795 Topics
28,631 Replies
32,197 Members

Welcome Center

Announcement and Events

CX and Customer Support

IT and Service Management

Sales and Marketing

Community Events & News!

Join a conversation

Browse through the community's recent feed or become an expert by answering a question.

Recent Feed
Help Others

DuncMartinApprentice

Multiple mailboxes - how do I delete one so I don't receive messages anymore

Multiple mailboxes - how do I delete one so I don't receive messages anymore

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications Issue

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

aaron1992Apprentice

receiving an error message "Map atleast one status" when configuring Jira account configuration

Hello,I’m currently trying to use the Jira integration feature on freshdesk, however when clicking on the “verify your Jira account” its giving me the following error: Map atleast one status Does anyone know why this could be occurring? I’ve seen screenshots online where it gives users the opportunity to map statuses however I'm not receiving that on the UI…. Can someone please help? Thank you!

MeriemNAIMContributor

Portals, Emails & Other Channels

Users from Yahoo and Google don't receive notification

Hello ,We have configured our own custom mail box, our Domaine users receive notification from freshservice without any issue, but our users from Google and Yahoo don’t.this is only when sending notification using our email from freshservice, when sending an email from our email straight to requester mail they received it without any issue.I hoping someone run int the same issue

MT81Contributor

Ticket & Workflow Management

Response SLA Functionality

As I understand it, the Response SLA measurement starts when a ticket is created and stops only when a reply/note is sent to the requestor on that ticket.If an agent was to pick up the phone and advise the requestor that they are working on the ticket, this would not be recorded as a response so the Response SLA Clock keeps ticking. Or if an agent responded in person, they would then need to follow up with an email just to stop the response clock. I don’t believe there is a way for an agent to indicate that a response has been made.Additionally, if the Ticket is resolved before the Response SLA is due and no “official” response has been recorded, the Response SLA value will be blank. In this instance, the Ticket would have been resolved within both Resolution target AND Response target, but from a reporting perspective no response was made, therefore we can’t count this SLA as having being met. This can be adjusted when reporting via Power BI, but seems to be a flaw in the basic design

anupama.phalCommunity Manager

Freshservice Release Notes - May 2024Release notes

Note: All the features/enhancements below will be available on Starter and Growth plans on May 15th, 2024 & on Pro and Enterprise plans on May 29th, 2024.Product version: 2024.R05L.01New Features and Enhancements Measure the impact of Freddy Copilot Enhancements to Similar Ticket Suggestions Custom objects and lookup field enhancements Analytics support for Problem analysis section OAuth Authentication for Freshservice APIs Custom Roles within Neo Admin Center Custom SSL Enhancements Use public APIs for On-Call Management Integrate Cisco Meraki with Freshservice Use Single Sign On (SSO) for Status Page Reports for Service Health Monitoring Discovery Probe 5.4.0 Improved Cloud Resource Discovery by Probe Identification of IT and Business workspaces Public API endpoints for projects & project tasks Freshservice Mobile App for Intune Important Updates Notices for new changes/upgrades/deprecation activities Bug Fixes New Features and EnhancementsMeasure th

anupama.phalCommunity Manager

Getting Started

Exciting news: The all-new Sandbox is live!!!

Hello Everyone!Exciting news: The all-new Sandbox is live!!!We are thrilled to bring you Freshservice Sandbox in a brand new avatar!It’s time to transform the way you test changes, try new features, and train new users without disrupting your live environment. With the new Sandbox, you can: Get uninterrupted access with perpetual Sandboxes Enjoy the flexibility to choose configurations to sync Benefit from bidirectional sync It’s time to unlock new possibilities with swift, secure, and seamless Sandboxing! Start Sandboxing: The new-way! P.S - This is available only for customers in enterprise plan.

BortFrenzyContributor

Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Important update: The new Sandbox will be rolled out for Enterprise plan customers in batches starting early next week. We chose this approach to ensure a seamless transition for everyone.Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements Introducing the Revamped Sandbox Requester Audit Log Enhancements Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication Take Action on AWS Cloud Assets Enhancements to users table in S

Announcements and Events

Have you registered yet?

Sales Simplified, April 30, 2024 With a stellar lineup of speakers, our virtual event is your opportunity to discover the latest in Freshsales and get a sneak peek into the product updates we have lined up for the coming quarters! Hear from industry experts on the latest sales trends, best practices, strategies, insights, and so much more. You don’t want to miss this!Register Now

DuncMartinApprentice

Multiple mailboxes - how do I delete one so I don't receive messages anymore

Multiple mailboxes - how do I delete one so I don't receive messages anymore

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications Issue

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

aaron1992Apprentice

receiving an error message "Map atleast one status" when configuring Jira account configuration

Hello,I’m currently trying to use the Jira integration feature on freshdesk, however when clicking on the “verify your Jira account” its giving me the following error: Map atleast one status Does anyone know why this could be occurring? I’ve seen screenshots online where it gives users the opportunity to map statuses however I'm not receiving that on the UI…. Can someone please help? Thank you!

MeriemNAIMContributor

Portals, Emails & Other Channels

Users from Yahoo and Google don't receive notification

Hello ,We have configured our own custom mail box, our Domaine users receive notification from freshservice without any issue, but our users from Google and Yahoo don’t.this is only when sending notification using our email from freshservice, when sending an email from our email straight to requester mail they received it without any issue.I hoping someone run int the same issue

MT81Contributor

Ticket & Workflow Management

Response SLA Functionality

As I understand it, the Response SLA measurement starts when a ticket is created and stops only when a reply/note is sent to the requestor on that ticket.If an agent was to pick up the phone and advise the requestor that they are working on the ticket, this would not be recorded as a response so the Response SLA Clock keeps ticking. Or if an agent responded in person, they would then need to follow up with an email just to stop the response clock. I don’t believe there is a way for an agent to indicate that a response has been made.Additionally, if the Ticket is resolved before the Response SLA is due and no “official” response has been recorded, the Response SLA value will be blank. In this instance, the Ticket would have been resolved within both Resolution target AND Response target, but from a reporting perspective no response was made, therefore we can’t count this SLA as having being met. This can be adjusted when reporting via Power BI, but seems to be a flaw in the basic design

BortFrenzyContributor

Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications

I noticed that scheduled reports are being emailed to reporting managers regardless if they are blank or not. This is redundant and is minimizing the effectiveness and probability that managers will open the email if they expect that reports are blank. Can you prevent blank scheduled reports from being emailed out?

bzanoelloApprentice

Automations and Workflows

how to route tickets based on certain fields in the contact register

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

tbh-swilhelmCommunity Debut

Asset Quantity Updated not Triggering

I have added fields to our ‘Consumable’ asset type, specifically to track a re-order threshold. I also implemented a workflow to notify us when the quantity on-hand drops below said threshold, and it works if I manually alter the quantities.However, it does not appear to trigger if the quantities are updated by fulfilling a service request.Has anyone else encountered this issue?

SvendKApprentice

Freshdesk Search field moves on page load

I’m often going to Freshdesk to search for a ticket number listed in our other systems, like ‘12345’.I go to the Freshdesk site and immediately click the search field to paste the copied number.But while loading, the search field is being moved by other icons in the top menu bar, so I miss-click and click those other icons instead. I understand that profile icons etc. by standard is right-most, but the search field might be one of the most used features. Can you find a way for it to not move while loading? You _could_ move the search field right-most and then any icon and other stuff to the left of it. It wouldn’t be “standard”. But if would be better… :-)Or just don’t show the search field until loaded. I’d dread this solution, but it would stop me from clicking something that is moving :-) First load - still loading the pageFirst load - page load is finished and Search field has moved

Meet the Community Heroes

Introducing the Community Subject Matter Experts, your partners in unlocking the full potential of Freshworks products.

Check out this video to learn more.

Connect with them

Upcoming

Events

Community

Champions

Check back later to see this week’s champions.

SHOW FULL LEADERBOARD

Check back later to see this week’s champions.

SHOW FULL LEADERBOARD

Still looking for help?

Developers' Corner

Are you a developer? Looking for a space to discuss platforms and APIs?

Academy

Learn and get certified as product experts through our Academy!

Support

Go through our Support channels to get technical & engineering help!

Powered by Gainsight

Terms of Use Cookie settings

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK