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FreddyWApprentice

Analytics, Reports & Dashboards

Show ticketid in Analytics

Is it possible to show TicketID in an Analytics page / report? I am sending Analytic reports to our customer en the customer wants to see the ticketid's in their report.How do i create an overview or table containing all the tickets of last month? Thank you.

raymondcanilaoSkilled Expert

Sub Category for Service Item

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.

rashmi.nagCommunity Manager

Announcements and Events

Freddy AI Listening & Learning Community: Share your Freddy Onboarding and Usage Experience!

Opportunity to share and learn about your Freddy Copilot experiences!Hello, hello!I’m back after a long time, and it’s so good to hear from all of you! This time, we want to hear about your experience setting up and using our Freddy capabilities (Freddy Copilot or Self-Service).Did you have any of those ‘aha!’ moments while setting up or training or using our Freddy capabilities? Your clever tricks and innovative approaches could be the key to helping others unlock Freddy's full potential in their workplaces.🤷🏾‍♂️Why do we want to know?🔵There’s nothing better than peer-to-peer learning that comes from experience and we’d love to facilitate that for our community.🔵We’d like to hear what could be made better to ensure you, as our customer, are getting all that you need to use our products and different capabilities to the fullest extent and also realize value from it.🔵We want to help our customers who haven’t yet used Freddy reap its benefits, and your experiences and best practices

smurfjoeApprentice

Apps and Marketplace Integrations

Microsoft Azure SSO - Can a guest account access Fresh apps via SSO?

I’m having trouble getting Azure guest accounts get signed into my Fresh apps (Freshservice, Freshmarketer, Org Site). Normal Azure users are able to use the SSO login but guest accounts are getting SAML errors and “ <USER> cannot be logged in as this user is not part of this organization”. I came across another post that said the guest account needs to have Freshservice account as well. I confirmed my guest user has a Freshservice requestor account. Any ideas to resolve this would be appreciated. Thanks!

jasrasrApprentice

How to parse a ticket description to match a asset tag to associate to that ticket

Here is an example of an ticket email we get, can we parse this ticket email description to automatically associate the System Name: ABC123DEF5678 to a Freshservice Asset Tag: ABC123DEF5678 ~~~Hi Jason,We attempted to patch ABC123DEF5678 on 2024-08-19T13:18:52+0000, but ran into some problems and were unable to complete the operation. Here is a summary of what happened:Patch Time: 2024-08-19T13:18:52+0000Organization ID: 12345System Name: ABC123DEF5678System OS: 10 EnterpriseIP Address: 1.2.3.4Patches: "Windows 11, version 23H2"Failure: Failed to apply patches (...)If you need assistance using the product or would like to discuss how to get the most out of Automox, you can reach the Automox team by email at support@automox.com.~~~

JonOTop Contributor

Automatically associate assets to incidents

Hello FreshService Bods! Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ??? I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

ZdrodzikApprentice

Automations and Workflows

Parse subject or body text to custom field

Hi.We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:ZAYearMontDayNextnumber (ZA2012106050987)H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)C-H6digits.2digits (i.E. C-H763452.34)We are looking for solution:1 to automaticly parse those ID to external ID custom field2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it

James5585smithCommunity Debut

Getting Started

How does a wall-mounted TV stand improve your home entertainment setup?

Could your home entertainment setup be missing the transformative impact of a wall-mounted TV stand that seamlessly blends form and function?

LindaPCommunity Debut

Extend beyond IT: Automate employee journeys with HR workflows

HI all, I missed yesterday the webinar “Extend beyond IT: Automate employee journeys with HR workflows” . Any change I can find the recording here ? Rgds Linda

stanislaw86Community Debut

Analytics, Reports & Dashboards

Number of group changes - how to track?

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

FreddyWApprentice

Analytics, Reports & Dashboards

Show ticketid in Analytics

Is it possible to show TicketID in an Analytics page / report? I am sending Analytic reports to our customer en the customer wants to see the ticketid's in their report.How do i create an overview or table containing all the tickets of last month? Thank you.

raymondcanilaoSkilled Expert

Sub Category for Service Item

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.

jasrasrApprentice

How to parse a ticket description to match a asset tag to associate to that ticket

Here is an example of an ticket email we get, can we parse this ticket email description to automatically associate the System Name: ABC123DEF5678 to a Freshservice Asset Tag: ABC123DEF5678 ~~~Hi Jason,We attempted to patch ABC123DEF5678 on 2024-08-19T13:18:52+0000, but ran into some problems and were unable to complete the operation. Here is a summary of what happened:Patch Time: 2024-08-19T13:18:52+0000Organization ID: 12345System Name: ABC123DEF5678System OS: 10 EnterpriseIP Address: 1.2.3.4Patches: "Windows 11, version 23H2"Failure: Failed to apply patches (...)If you need assistance using the product or would like to discuss how to get the most out of Automox, you can reach the Automox team by email at support@automox.com.~~~

JonOTop Contributor

Automatically associate assets to incidents

Hello FreshService Bods! Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ??? I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

James5585smithCommunity Debut

Getting Started

How does a wall-mounted TV stand improve your home entertainment setup?

Could your home entertainment setup be missing the transformative impact of a wall-mounted TV stand that seamlessly blends form and function?

LindaPCommunity Debut

Extend beyond IT: Automate employee journeys with HR workflows

HI all, I missed yesterday the webinar “Extend beyond IT: Automate employee journeys with HR workflows” . Any change I can find the recording here ? Rgds Linda

stanislaw86Community Debut

Analytics, Reports & Dashboards

Number of group changes - how to track?

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

bleeuwenApprentice

Apps and Marketplace Integrations

MS teams - Orch not working for guests

We have an automator which can add users to Microsoft Teams. Recently this automator stopped working for adding guest users to a teams environment. For normal users the automator succeeds, but as soon as an azure guest user is requested, the flow stops working during the add member to team action.The output of the ‘MS teams -orch’/ ‘Add Member To team’ is Can not find anything in logging on the Azure side, off course the team_id and user_id are correct and the guest user is active. I would appreciate any help pointing me to the right direction,

KevinEApprentice

Ticket & Workflow Management

Auto-assignment if tickets based on priority & creation date

Hi, we have previously used the Round Robin feature in Freshservice to assign tickets to our 1st line agent group, however, found it doesn’t always work very well - by luck of the draw, one agent could end up with all the easy requests while another could get multiple more complex incidents.Is there a way to automate ticket assignment within a group by priority? Ideally what I would like to do is assign the oldest, highest priority ticket first and so on. Thanks in advance for any suggestions.Kev.

RobCrossHMSkilled Expert

Analytics, Reports & Dashboards

FreshDesk Analytics - Start of Week vs Now

Anyone know if it’s possible to show on analytics the number of tickets at the start of the week vs now.For instance.On Monday we had 50 tickets open and Today we have 40 I’d like to see on the report that the reduction this week is 10Widget 1 - Count of open tickets on MondayWidget 2 - Count of open tickets nowWidget 3 - Difference between Monday and Now.

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