We have been trying to get labels printed for our assets using the label maker addon from the marketplace. Has anyone had success with this? If so, what label printer are you using? Attempts to print a sheet of labels results in scaling issues, the same goes for using a dymo labelwriter. Would love to hear of any success stories and how it has been configured to work.
Hello, I’m looking for a way to populate fields/drop down/check boxes using a URL So I can have card on the end user portal with like this url myitsm.freshservice.com/support/home?category=HR?employeetype=Consulting?active=True“employeetyp” is a drop down field “active” is a checkbox Has anyone manage to get something to work ? TIADaniel
Hello all, We rolled out our FS Customer Portal a couple of months ago. A couple of questions below i need help with; How do we\you measure the impact of the portal. The only starts available to us are the number of calls logged via the portal. How do you measure how many users are actually visiting the site? How many articles are being viewed? ThanksT
Hello everyone,We are building our own Offboarding module on Freshservice and using two service requests to achieve this. First service request SR1 is filled by the HR who initiate the offboarding process for an employee and this service request sends a link via email with details to the second service request SR2 to be filled out by the employees manager. SR2 contains additional items which creates child tickets assigned to different agent groups to action their tasks for the offboarding process.Here is the problem, we want to have field values from SR1 and SR2 put together which can be viewed by all agent groups at the parent ticket level. Right now, SR1 and SR2 have no connection and the manager goes through the email to input same values on SR2.We tried adding SR2 as an additional item, making SR1 as a bundled service request, but everything on that bundled service request has to be filled by the HR. We want to have SR1 filled by the HR and SR2 by the manager.I’m looking at so many
Hi Community,Has anyone had success with automatically associating multiple assets to a ticket based on the Requestor or Requested For using workflow automator/web request node?We have certain service item that would benefit greatly from an automation like this.Thank you,Michael.
So I’ve just been told by support that you cannot have more than one data export per module. Also, you cannot export data from the analytics module that goes over a single page. Can this be for real? This is going to force me to export every ticket logged in our system and I’ll need to apply Excel filters to get the data I need. The mind boggles...
Having been working with the Freshservice workflow automations with the PowerShell Apps installed, I’ve created PowerShell modules to manage Fresh Service, currently covering tickets, requesters, agents, groups, service catalog items, custom objects, locations and departments.You can find the module here on GitHub: LesNewbigging/FreshAPIv2: A PowerShell module containing functions that invoke the Fresh v2 APIs (github.com)This is a work in progress, and I intend to add more functionality for other areas the API covers, but I prioritised on the assumption that tickets would be the main focus of any interaction.Feel free to take the code and adapt it for your own needs - I’ve tried to make them as generic as possible, wrapping the API functionality within them.Comments and suggestions are welcome.
Hi everyone!!🚩SESSION DETAILS: 🔴CATCH US LIVE:The most-awaited event of November is here! 😄THE IT HOLIDAY MASTERCLASS ON SERVICE MANAGEMENT BEYOND IT!Gar up to hear from our experts on a very interesting and pertinent topic, get industry insights and solutions and get answers to your questions from them.This will be a 60 minute conversation between our industry expert, Stephen Mann @manns and Product Specialist, Deepthi Nagarajan, @Deepthi where they’ll be speaking about all things ESM and how one can get started in this journey. They’ll also touch up how Freshservice can help you get started with implementing ESM in your business/ organization.🚩SESSION DETAILS:Date: Tuesday, November, 22Time: 4 PM CET | 7 AM PST | 8:30 PM ISTTopic: Service Management beyond ITVenue: Live on LinkedIn (@Freshworks) and Freshworks Community (right here!)👉🏼RSVP here👈🏼🔴CATCH US LIVE:Post your questions for our experts in the comments section below 👇🏽
Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work.We would also like to include the freddy thank you suggestion.
The modern service desk is our most recent delivery of improvements to the tickets interface that gives you the chance to gain additional usability, which in turn helps increase performance in the company workforce.Make use of a more flexible style, thanks to the increased usage of white space, as well as more uniform spacing and font, which results in less cluttered navigation. We have now included a sticky tab that will bring up a new menu titled "Details" to make it easier for you to go to additional things regardless of where you are in the scrolling process. Therefore, you won't have to search high and low any longer to get the description of your chat! You may move on to the next activity in a flash utilizing the rapid hop navigation bar. Determine at a glance if a ticket pertains to an incident, a problem, or a change with the addition of a priority badge that contains module icons. You can see the description right away when viewed in tab format. Our most recent modifications t
I’m in the process of revamping the service catalog, but looking for ideas of what others might have out there…. How granular do you get when creating service items?Ours is pretty high level, so sometimes requesters use the wrong ticket for the wrong things. I know that we will never be able to 100% fix this problem, but the goal would be to make it easy for users to look at the service catalog and know exactly which ticket type they needed and, on top of that, provide all the information we (IT) need on the backend so as to limit the back and forth. Would anyone be willing to share screenshots of what they have in their service catalog or any thoughts/advice?Thanks in advance!
Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for
Welcome, welcome!Presenting to you, the Freshservice Solution Booth - An expert-led walkthrough to improve employee satisfaction through Freshservice!We have our very own Kenneth Hayward @ken.hayward, Solution Architect at Freshworks, walking you through some actionable best practices to improving Employee Satisfaction by through automation, SLA tracking, and timely notifications.💡 About the session:Understand the nuance behind one of the most important ticket fields and TWO of the most important automation in your Freshervice instance. Set the right expectations with your agents and end users to achieve better SLA attainment, user experience, and customer satisfaction.⭐About our speaker:Ken has been helping customers implement Freshservice for nearly five years and has over ten years of experience in the SaaS and Enterprise Applications spaces. Outside work, he enjoys cooking, music, and playing with his dog, Maisie. 🐾🚩SESSION DETAILS:Date: Thursday, December 1Time: 5 PM CET/ 8 AM
Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction.We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etcIf the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket.Anyone know of a way to do this? Other option is to only employ impolite people that won’t say thanks 😉
Hello Folks I have created a change workflow that checks the current date and then looks at the start date of a change and change status, and determines whether it is in or out of compliance. The only problem is that the only way i can get this to actually trigger is that I have to manually toggle one of the Change Properties for the action to work.Has anyone figured out a smarter way to do this?
I’ve been working with Freshservice automation and its PowerShell Orchestration App for over a year now, and I thought I’d share some of the things I’ve learned.The PowerShell App times out after around 23 seconds.This is apparently the length of time it takes to poll the process 10 times - if there’s no response after this, the Orchestration/Workflow just forgets about it.Errors are different depending on whether you’re running a PowerShell function or a PowerShell script.If you’re anticipating an error in the Automation workflow, you can usually capture it by looking for a response from the app that isn’t 200 (or greater than 299, if oyu might expect another 2xx code). Whilst this works fine for PowerShell functions, it doesn’t work for PowerShell scripts - call a .ps1 file, and the result will always be ‘200’, even if your script fails.Tagging a ticket does not trigger an ‘Updated’ event.Workflows begin with triggers, such as ‘Service Request raised’ or ‘Ticket updated’. But just ad
We really don’t like the new ticket UI, to the point that none of my staff are using it and it would be detrimental to our working day if we are forced to use it. We can currently go back to the old UI, but it says this is only until 31st Dec 2022. Can we please not be forced to go to the new UI and just let us pick what we want to use? I can’t actually believe how bad the new UI actually is.
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