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hanzala34Community Debut

Exploring Personal Growth Strategies: How Does Tribal Teachings Align with Freshworks Community Values?

Hey Freshworks Community!I recently stumbled upon a fascinating platform called Tribal Teachings that delves into personal development, effective learning strategies, and community building. As members of the Freshworks community, where collaboration, innovation, and growth are central, I believe there's a valuable opportunity to explore how the insights from Tribal Teachings can enrich our experiences here.My question for the community is:In what ways do you think the principles advocated by Tribal Teachings could benefit our journey as Freshworks users, support agents, and community contributors?I'm particularly interested in hearing your thoughts on how we can apply strategies for personal growth, effective learning, and community engagement to enhance our interactions with Freshworks products, improve customer support experiences, and foster a vibrant and supportive community environment.As we delve into this discussion, let's ensure that our contributions align with the community

57 minutes ago

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

2 hours ago

speach1972Apprentice

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.

6 hours ago

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?

7 hours ago

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

7 hours ago

daminskyContributor

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?

15 hours ago

SwatiShriwastavApprentice

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

16 hours ago

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/

1166

16 hours ago

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

75219

18 hours ago

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

76457

19 hours ago

hanzala34Community Debut

Apps and Marketplace Integrations

Exploring Personal Growth Strategies: How Does Tribal Teachings Align with Freshworks Community Values?

57 minutes ago

MT81Contributor

Ticket & Workflow Management

Response SLA Functionality

2 hours ago

speach1972Apprentice

How do I....?

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

6 hours ago

bkarasalihovicApprentice

Analytics, Reports & Dashboards

Blank Scheduled Reports Email Notifications

7 hours ago

MeriemNAIMContributor

Portals, Emails & Other Channels

Users from Yahoo and Google don't receive notification

7 hours ago

daminskyContributor

Ticket & Workflow Management

Create Tasks for each managed software during offboarding

15 hours ago

SwatiShriwastavApprentice

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

16 hours ago

NenniApprentice

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?

19 hours ago

AndyRussellSkilled Expert

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

19 hours ago

tbh-swilhelmCommunity Debut

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?

19 hours ago

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Exploring Personal Growth Strategies: How Does Tribal Teachings Align with Freshworks Community Values?

Response SLA Functionality

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

Blank Scheduled Reports Email Notifications

Users from Yahoo and Google don't receive notification

Create Tasks for each managed software during offboarding

New ticket creation on old closed ticket

Wordpress Plugin

Phased launch of the revamped Sandbox

Freshservice Release Notes - May 2024Release notes

Exploring Personal Growth Strategies: How Does Tribal Teachings Align with Freshworks Community Values?

Response SLA Functionality

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

Blank Scheduled Reports Email Notifications

Users from Yahoo and Google don't receive notification

Create Tasks for each managed software during offboarding

New ticket creation on old closed ticket

Agent View of tickets when they are the requester

Power BI timestamp query

Asset Quantity Updated not Triggering

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Freshservice Release Notes - May 2024Release notes

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