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ITOM Unlocked: Using workflows for alerts

(Tue, 21 May, 3:30 pm)

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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

bkarasalihovicApprentice

asked in 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?

bkarasalihovicApprentice

asked in 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

asked in 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

asked in Automations

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

asked in How do I....?

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

AnushaCommunity Manager

published in Announcements and Events

Meet Subject Matter Expert Vidhi Sharma >>> ITOM UnlockedNews

Hello everyone!I’m really pleased to announce our first ever live Q&A session with our ITOM Subject Matter Expert (SME) @vidhisharma on Tuesday, May 21 at 5.30PM CET |9PM IST| 8.30AM PT.This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on workflows for alerts and interact directly with our SME to clarify their doubts. This format will be ideal for community members who have unique use cases for managing their alerts, and would like our SME to help them craft their workflows. So drop your questions in the comments below for Vidhi to take them up! But first, I’d love to introduce Vidhi and share a little more about her below:---------------------------Senior Product Manager Vidhi SharmaMeet Vidhi, a Senior Product Manager at Freshworks with a focus on Freshservice IT Operations Management (ITOM). With her expertise, she led the development of the new UI for the On-Call Management module and is currently drivin

sulemanbinsheikhCommunity Debut

asked in IT Operations Management

Where to find best logo design services in Dubai

If you are searching for the best Logo Design Services in Dubai or anywhere else in the UAE then you should visit the website of Emeriosoft as we provide a wide range of services like Logo Designing, Web Design and Development, Search Engine Optimization (SEO), Social Media Marketing and many more at affordable prices.

AndyRussellSkilled Expert

asked in Analytics

Power BI timestamp query

Hi, we’re pulling data from ticket fields using PowerBI but all the timestamp data such as when the ticket was logged and responded to is 7 hours offset (earlier) than our current time zone. Is there a setting somewhere to set the relative time of the underlying data? The times on the Freshservice console view of the tickets are all showing correctly. ThanksAndy

halenyTop Contributor

asked in Apps and Marketplace Integrations

photo editing

Which apps are best to work on photos and edit videos

published in 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

andrewcruzrApprentice

asked in API and Webhooks

Could'n get tickets using per_page

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks

mj523423Apprentice

asked in Automations and Workflows

how to use automation to assign ticket to different group based on the whatsapp number

may i know how to use automation to assign ticket to different group based on the whatsapp number.e.g.if ticket is created from source whatsapp and the whatsapp number is A, assign ticket to group Aif ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

NenniApprentice

asked in How do I....?

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?

MeriemNAIMContributor

asked in 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

tathagata.basuApprentice

asked in How do I....?

NEED HELP WITH INTERNAL VRS EXTERNAL ARTICLES IN KB METRICS

Team,We need to see the number of articles which are internal and external (clients view) in the Knowledge Base Metrics dashboard based on the folder visibility. This would immensely help with pulling the metrics more accurately and out of the box.

MT81Contributor

asked in 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

speach1972Apprentice

asked in How do I....?

Is there a way to kick off a second service request when a ticket is resolved via workflow

Is there a way to kick off a second service request when a ticket is resolved via workflow? We have a group that is responsible for security group access and then it needs to go to the product group to provide access within the application. They do not want to use tasks.

daminskyContributor

asked in Ticket & Workflow Management

Create Tasks for each managed software during offboarding

We’re trying to use the onboarding/offboarding module, but having trouble with keeping track of the software needing to be removed. We thought there would be a child ticket per managed software, but we are just seeing one child ticket with a long list of software in a text description.We’d like to use a workflow to add tasks for each software the employee had (ideally) if not, a list of software they might have (based on department/location). Is this possible?

SwatiShriwastavApprentice

asked in Ticketing & Agent Productivity

New ticket creation on old closed ticket

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

abishekContributor

Wordpress Plugin

The Wordpress Plugin allows Users to login to their helpdesk support portal using WordPress authentication Admins to embed a Freshdesk feedback widget in their wordpress site Admins to convert comments into “Tickets”. http://wordpress.org/plugins/freshdesk-support/

AnushaCommunity Manager

Phased launch of the revamped Sandbox

We had scheduled the launch of the revamped Sandbox for all our users on the Enterprise plan on 30 April 2024. However, we'll now be rolling it out in phases over the next few weeks. This approach will help us ensure a seamless transition for those of you using the legacy Sandbox, and smoothly onboard you onto the revamped Sandbox.Some of you should see the revamped Sandbox already in your Freshservice accounts, while others will receive it shortly. You can continue using your existing Sandbox, and we'll let you know once the feature is enabled on your account. You can monitor this thread for updates.Thank you for your patience and understanding.-Team Freshservice

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

GeraldSkilled Expert

asked in Getting Started

Auto-created asset/software tickets Employee Offboarding can't be deleted

Trying to get this module to be useful. I can’t customize it because even if I turn off Asset/Software, these tickets still exist. The 2nd Revoke Software access is one I created to try to get around the fact that you can’t alter certain fields, but that didn’t work, and now it’s just stuck there.Is there a way to reset the offboarding module or delete these child tickets?

Steve.O.HFApprentice

asked in Portals, Emails & Other Channels

Emails from the same sender being merged into one ticket

Hello!We are experiencing an issue where multiple, separate emails, are being merged into one ticket. The emails are from the same sender and are being sent in fairly short successions. This is fairly common for us so I would really like to know how we can avoid these being merged.We have no “Merge” apps installed, so this is a freshdesk issue, has anyone else experienced this? Or has anyone found a solution?Thanks,

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