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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?

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

tathagata.basuApprentice

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.

AndyRussellSkilled Expert

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

hanzala34Community Debut

Apps and Marketplace Integrations

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

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

speach1972Apprentice

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

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

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/

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?

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

tathagata.basuApprentice

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.

AndyRussellSkilled Expert

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

hanzala34Community Debut

Apps and Marketplace Integrations

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

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

speach1972Apprentice

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

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

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

NenniApprentice

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?

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