#WinwithMarketplace : Freshservice
As businesses grow in today's fast-paced world, they routinely face new challenges in their tech stack. A key aspect of overcoming these challenges is having the right product at your disposal to help you do more and be more!Freshworks customers can count on Freshworks Marketplace to solve their integration, customization, and automation needs. Freshworks Marketplace houses more than 1300 apps that solve customers' essential business needs by helping them extend their Freshworks experience. To help you succeed with Freshworks Marketplace, we have curated a list of apps that can deliver great value for your business. #WinwithMarketplace brings forward byte-sized videos about such apps. In Series 1, every fortnight, we cover key apps (and themes) that work best with Freshservice. We'd be glad to hear about your experience and feedback in the comments. Calendar IntegrationWith the Calendar integration apps with Freshservice, spend less time planning and more time doing. Integrate your G
What happened to the Connectwise Control Freshservice integration?
I see a connectwise control inegration for FreshDesk in the freshworks marketplace, but not for FreshService. I understand that it used to exist, but was removed for some reason. Anyone know what happened to it, and whether there’s a chance of it coming back? We’re just evaluating connectwise control now, and it would be great if we could launch a remote session straight from freshservice.
#WinwithMarketPlace : Remote Access (Freshservice)
#WinwithMarketplace is back with the second video of the series which brings key apps (and themes) that work best with Freshservice. For companies focused on acing customer engagement, Freshworks Marketplace brings together apps that enable support agents to provide “hands-on” customer support with remote control to resolve technical issues quickly — regardless of platform, operating system, or device. Extend remote support capabilities to your customers by integrating these apps with Freshservice: Teamviewer LogMeIn Rescue BeyondTrust Remote Support (coming soon) Provide remote support capability Set-up remote session and share code with the customers Discuss and solve issues through chat Call or share screen from your Freshservice ticket and quickly clarify issues Get access to the customer’s screen and solve issues faster
Onboarding and Offboarding
On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager
Service request custom fields in data export
I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again). It doesn’t seem possible out of the box, is there a workaround?
WFA event trigger based on "Merge"?
Hi,I’m trying to find a way to automatically mark tickets that have been closed by a merge action so that I can use this in analytics etc. to filter on. I guess adding a Tag or having a custom field for this would work but how should I best achieve this by automation?Anyone have a well working solution for that to share?
How to achieve faster time-to-value with Freshservice? | Join us for the 'How-To' Series on FreshserviceEvent
According to the latest report on ITSM in 2021 and beyond, when asked what the main area their service desk would be focusing on in 2021, the largest proportion of respondents specified they will be focusing on automation of processes, tasks, and ticket handling. Some of the biggest trends are around Chatbots and Virtual Agents, as specified by 44% of respondents, and self-service, as specified by 42% of respondents.This clearly indicates that a service management solution for the modern enterprise needs to be intuitive, intelligent, and extensible. It needs to deliver an end-to-end consumer-grade employee experience and automate tasks and embed artificial intelligence into the entire service delivery process thereby helping IT agents take on more complex higher-value work. It also needs to be extensible and power integrations and workflows at an enterprise scale to deliver efficiency and quick returns.Freshservice is an intelligent, right-sized service management solution for the mod
First Call Resolution
I want to make sure I am understand First call resolution. So i can provide my executive team better reporting on this. Here is a situation, we get in a ticket from a user. One of my agents from group/team A, reply's to that ticket to make sure we comply with the response SLA requirement (but doesn't assign the ticket to an agent), then that same agent assigns the ticket to another agent in another group/team. Now my question is, how will that ticket count against the original agent in group/team A or will it just not count on his score at all?Thank you in advance for any guidance you can provide.Richard DeRosa
User Creation Failing?
Good afternoon all!We are trying to tie our on-prem AD with Fresh Service for employee onboarding. Unfortunately I can’t seem to get around an access is denied error. I think it’s coming from the fact it’s trying to place the new user in the user OU, and not where we normally have it, but not 100% sure if that’s the issue. For testing, I want it to go to company.com->Company Users → Information Technology Bucket. I am relatively new to PowerShell, so tried adding “OU=CompanyUsers,OU=Informationtechnology,DC=Company,DC=com” to profile path to change where it’s sending it to, but still no luck. What can I do to improve?Thanks for any insight or knowledge!
Deep Links when using your own domain
The last topic I can find about the ability to use deep links to launch the mobile app from and email ticket link was that it was not possible if your portal was using your own domain. (support.companyname.com)Has that changed?We hesitate to implement and market the mobile app to our user base without this ability.
Anyone using FreshService for tracking repairs of devices in inventory along with the parts for repair?
I work in a K12 school district, we have thousands of chromebooks and I’d like to start syncing our chromebook fleet from Google Admin Console to FreshService’s Inventory module so we can better track their lifecycle, status, and repairs. I’m going to custom script this, because I’m not a fan of the app that can sync devices from FreshService.Is anyone doing something like this? Ideally I would like to have a service request item that we can link to the chromebook being repaired, indicate the repair needed, link that to an item in inventory where we keep a qty/count of those items and what company they belong to (We operate in MSP mode, as we support multiple school districts).I would need to figure out the workflow for how the service requests get put in from the end-user side along with the workflow on the side of our technicians, showing the status of where it’s at in the repair process, and what parts were used to fix it and consume those parts from the inventory in FreshService.I’
Whenever i create a new sandbox I have to reconfigure the visibility of all the service requests. This is very time consuming. is there a way I dont have to do this?On a side note i think it would be useful to have two sandboxes. One to configure and build in and one to do testing in (or have an actual FreshService support environment).
How to check if the ticket has been responded to in the Freshservice workflow automator
I have a requirement to sent multiple emails before and after SLA breach and these emails have different duration for each Priority. This was not possible using the SLA escalation emails as they are common for all priorities. So I went with workflow automator. However I am unable to figured out if a response has been sent for a ticket. Could someone please guide me how can I get this in the condition step of workflow automator
Workflow automator does not run all steps
I have a very simply workflow which runs a Powershell command to retrieve information from a database and then creates a new service request based on the information in the database response. When I test the step, it works perfectly. The workflow is triggered when a request with a specific subject heading is created and it triggers correctly. When I look in the workflow log I can see that the Powershell command completed successfully and when I run the Powershell command manually, I get the expected response (a json string). The next step in the workflow is to parse the response, but this step is not logged.To muddy the waters further, the next two steps seems to run, but isn’t logged and the step after that does not seem to execute, once again works properly when I test manually.The execution log filter that I have applied only has the service request number, no other filters.
Apps and tools
Hello everyone, I just like to share a smal addon our devs have created.It’s a addon for Chrome and Edge or other chromium based browsers that can install addons from Google webstore. It’s QoL addon, adds /edit when you open a workflow automation.Changes the size of few fields as well. Makes it easier to read. https://chrome.google.com/webstore/detail/freshservice-automation-t/hgbnbhlmljjnchfcpihajfjkfeelaeol
How can I consult through API the subtasks from a specific tasks in Freshservice
Hi guysI hope you are doing well. I kindly request your help to know how can I consult the subtasks from specific tasks in Freshservice using the respective API. I tried using the respective documentation but when I use the URL for a consult, the response is all the tasks including the subtasks from all the projects.Can you help me please?Regards
Escape character i Workflow Automation
hii am trying to build an automatic flow and use the expression builder to read a value from the last written note.The text that we are going to get is surrounded by this character "Can you use excape characters to get the expression builder to understand which character it should, for example, replace?For example. replace('Testing " if it " works',' " ','*') to replace " with *.I get an error message that saysInvalid syntax - Missing right parenthesis
ADmanager Web Request Node
My company is trying to setup a API request from FreshService to ADManager using Workflow Automations but have been unable to get working.Have been able to successfully test the API request using Postman but when putting in the endpoint and keys into FreshService it returns "Mandatory parameters are missing."Here is the successful call using Postman:Then here is the Web Request in FreshService (PRODUCT_NAME is different as this identifies application for reporting and can be anything) :Return status is 200 so server is receiving the request but does not like the provided data. Due to not being able to see what the api call actually looks like before have been unable to troubleshoot what could be wrong.Any help on if we have setup the structure wrong or what it could be would be much appreciated.
What are your most powerful Software Combinations or Tech Stack?
What software have you been able to pair up with Freshservice that has given you that inside edge? Add your Tech Stacks down below in the comments and let’s see if we can build some “Power Combos”.For example….mine would be Freshservice and Microsoft Power Automate. I have used this combo to leverage the Freshservice API in some unique automations. It saves the agents time and makes my life easier 😃Look forward to seeing how others have built out functionality for their usecases!!!
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