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Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request. When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field. We can solve this “out of the box” with the report
Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?
HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.
In our business, business analysts will often submit a ticket for a customer. These BAs are collaborators in our system. They want to be the requestor on the ticket, but have the ticket(s) show up under the customer. How can employees, whether agents or collaborators, be a requestor for a customer specific ticket?
Why Is Artificial Intelligence Development Important?
I recently added a calculator to my site called HESCO Bill Calculator 2024 - Hescoebill. It's a basic calculator designed to help users estimate their bills. I made the script of this calculator using AI, specifically for calculating electricity usage. However, I'm considering enhancing its functionality with a more advanced calculation method, such as accurately determining the number of units of electricity consumed based on user-provided data. If anyone has experience or recommendations on improving the calculator script for advanced calculations, I'd greatly appreciate your insights and guidance.
Working on creating a User Provisioning automation to create AzureAD accounts. I need to verify license availability for the appropriate M365 License. I have the AzureAD orchestration in place, and the SaaS Management discovery piece working. I would like to verify if there are available M365 licenses (E3, F1, etc.), and if not pause and create a task or ticket to procure more licensing - which will be a process outside of Freshservice. I’m not seeing a way to either (1) read the SaaS discovery data, or query Azure AD for licenses. I can see where I can assign licenses (however, I’m using Group Based Licenses) using the AzureAD Orchestration.Thoughts and ideas on how to accomplish this?
Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions:How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).
When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?
HelloI would like to change our portal home from the default freshservice.Below the Open Tickets list I would like to have a list with popular or last added Solution Articles.Does anybody know how to achieve this? I can see that the open tickets are created by:{{#if portal.logged_in}} <section id="home-lists-container" class="list-container"> {{> loader}} </section>{{/if}}but what other elements are available? and where can I see them?thanks
I have a few different Workspaces set up because I want to make sure that all of our different areas for ticketing purposes are streamlined within different areas of the software.I currently have a separate HR Workspace set up mainly for Onboarding/Offboarding purposes. Through the Onboarding Flow, I am going to have the ticket be created in that specific HR Workspace. The following screenshot is to give you an idea of how it’s set up:We obtained the Business Agent licenses for these Onboarding purposes, because the HR/Training teams will only need to handle simple tickets/tasks. The caveat here is that I’m unable to add them to an Agent group in the “Primary” Workspace (in order for them to raise the requests on the portal), because apparently Business Agents can’t be part of “IT” Workspaces. But now, because they are technically “Agents,” I also can’t add them to a requester group!Am I missing something here??
When an onboarding request is created by HR, the Reporting Manager gets an email.How can we manually re-send this email from the system.(Scenario - manager does not remember getting the email, or whatever, can we just click a button to resend it)
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