IT folks across the globe, across industries and roles have had their ticketing portal buzzing, emails overflowing, people rushing up to them for quick fixes and so much more. In short, IT folks have endless requests coming their way from different directions. But do we exactly know how their day looks like and all that they do? It’s time to find out.Here’s a question for all the IT folks here in this community playing different roles - IT agent, administrator, manager, director, etc. in their respective workplaces - What does your day look like?Feel free to include How your day looks like? How you plan your day? How you navigate through executing your plan? What works for you? What does not work for you? What are the challenges you are facing in recent times? Well, who knows, each response can be similar and diverse in many different ways! Looking forward to reading them.
I find myself actually spending a lot of time setting up my workflow to maximize efficiency. Which seems counter-intuitive initially but has allowed me to increase my productivity once it is in place. One area that I still struggle is the element of context switching, or bouncing back and forth between different software.So I’m curious...what suggestions does anyone have to improve this component of productivity and efficiency? Especially in the realm of utilizing Freshworks products and integrations.
Hi everyone! I am trying to create a report regarding CSAT and would like to display some of the Short Text Reponse using a Tabular Data. I would like to know if there is a way I can remove the blank items “---” here? I can’t seem to find the Associated Survey Short Text Response option upon creating a filter. Thank you in advance!
I am trying to get our on-premise Jira connected to Freshservice. The instruction guide HERE says that you should use ngrok to publish your jira externally. There are some security implications of doing this though and we need to be able to only allow traffic into our firewalls from the Freshservice addresses.Support have told me that it is not possible to limit the traffic. However I did find this article HERE that detailed IP addresses to restrict but the guide guide is for Freshdesk and not Freshservice.Does anyone either know what IP addresses Freshservice requests come from (Europe region) or can help me isolate the Jira traffic so that only web requests from Freshservice are allowed to communicate with our internal Jira instance.Thanks in advance.
Hello, I’m checking our Software Inventory right now/. I was able to identify some restricted software. I'm just curious if how the notification worked? or is there any notification or process where i can see if there will be installation of restricted apps moving forward?
I want to create a service request type with approval process to obtain read only delegated access to an employees O365 email. I’m not able ot locate any specific App level integration that include a mailbox permission function. Has anyone used one or will i have to revert to powershell?
Hi All,This is not a question about the ServcieBot for Teams, I’m aware of it and it’s functionality. We already use it and it does what it does pretty well.What we’re looking to do is for each of our customers, create a Teams App that is basically a wrapper of the specific Client Portal that we have created for them. We can have a channel and add it as a Tab, but we would really prefer to have it as a top level App icon in the left side of their Teams app. We have SSO with Azure setup for each of our clients that we want to do this for so in theory the experiences should be pretty seamless, again that’s in theory.Before I go down this path and try out the Teams App Studio for the first time, has anyone else tried this with any success? Does it possibly exist in some form, somewhere that I just haven’t been able to find?Thanks in advance!
Hi Everyone,Since we are using Google as our mail server, I enabled only the Google login for all the users so that no unauthorize user can accesshowever, I have now 1 external agent that is using Microsoft mail, I already created his agent account but not sure how she will be logging in to the system
I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM. In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.
Hello,We have just setup Orchestration and have it to the point of setting up new employees within AD. I am unable to see a payload for Job Title and Location which is must have information when creating a new employee without manual input. Is there anyway to amend this to include it? or another work around currently?Thanks,
I’ve made a ton of Automator Workflows for Tickets and I realized pretty quickly that if I didn’t include some version info no one but me would ever be able to work on them (to improve or repair).So I use the Description field as you can see below - each time I make a change I update the field by:increment the version number include the date include at least a little detail about what’s changedAfter awhile those 500 characters run out so I have to truncate the field but I didn’t want to lose all that history so I created a spreadsheet where I hold all the truncated info. I did this in both Fresh Desk and Fresh Service which is what we now use.Anyone else have any cool hacks to share?
Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....
Eddie is a service desk agent who keeps missing out on his Resolution SLA. Eddie's Manager advised him to watch out for tickets that is due for SLA on a daily basis. How can Eddie have these SLA critical numbers flash over him everyday? Chatbot can be Enabled from? Can i associate an incident ticket to release ticket?
We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use?
If you were to use a chatbot on your Freshservice Support portal or even any internal site where the chatbot could be embedded, what are some quick actions and capabilities that you would want your chatbot to have ?I would like the chatbot to be embedded on all internal sites, so I can raise an incident easily without logging into Freshservice portal. What are yours?
I’m setting up an employee directory and would like to be sure I have all fields needed & keep it simple. Where can I find all possible fields with suggested answers (e.g. Employee Type- Full-Time/Part-Time)?There is a CVS Upload file, but for already selected fields, not all are available. Many thanks for advice!
Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you Have a great day and stay safeRegardsLucas
I am trying to make a workflow that sends a approval request to our security team if someone selects security from the drop down. it is working if I assign it directly to the team but once I add in send approval request it stops. Are we not capable to send approval requests on non SR items?
Pretty please :)Please help. Each year, the ITSM.tools website checks in with readers to see what ITSM topics they'd like covered in the year ahead. Here's your chance to help us to help you. Hopefully, I can say... Thank you for spending < 1 minute completing this one-question poll...https://docs.google.com/forms/d/e/1FAIpQLSfl6Zsu5NzsfykrLPu2YSrPU6F6oQf4fBxk8cX2nEhd5WnTgQ/viewform
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