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daniel.soderlundSkilled Expert

asked in Freshservice

Probe on windows server 2019

Hello, Is the probe still not supported on Windows 2019 servers ? Installing Discovery Probe in your system | Freshservice Asset Discovery : Freshservice KRdaniel

7 months ago

ITservicedeskTop Contributor

asked in Freshservice

How to show more than 4 status in ticket properties?

We have created several custom statuses, while they are available when updating a ticket via the “Send up arrow” in order to change the status as well as present when looking at a list view of tickets. When addressing an open ticket and looking at the properties pane on the right-hand side, only 4 statuses are shown. It does not appear we have the ability to change what statuses are listing within the properties field.

7 months ago

tony.sApprentice

asked in Freshservice

Can end users have the same search experience like our agents?

Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.

7 months ago

HoldenApprentice

asked in Freshservice

Custom Support Portal- Search Bar Background

Hello,I have seen many themes where people ether have a solid color background or an image background, with the search bar overlaid over it. I attempted to change the background myself but it changed it for everything but the searchbar, Where exactly do I need to change it so that it only affects the search bar. Thank you.

7 months ago

NallyApprentice

asked in Freshservice

Customer Portal Description Template

Hi there,We would like to be able to add a template to the description box for submitter to use as standard when submitting details of their issues, so we can help shape the information that we require from people.I cant see anyway to insert anything here - is it possible?Thanks all,

7 months ago

mannsFeatured Influencer

posted in Freshservice

IT Service Desk Metrics

I’m just writing something on IT service desk metrics not being SMART because they miss the need for “bigger picture” relevancy, i.e. the need to be relevant. What do you see as your IT service desk’s best and worst metrics (in terms of value, not performance)?

7 months ago

sean.groomesSkilled Expert

asked in Freshservice

Web Request Node in Automator fails when using {{ticket.description}} placeholder.

Whenever I use the {{ticket.description}} placeholder in a Web Request node the node fails. The execution logs report the following: This only occurs if I am using the {{ticket.description}} placeholder. Has anyone else had an issue with this?Example JSON that fails.Additionally, when using {{ticket.description}} placeholder in the Powershell Orchestrator App Node, the value of {{ticket.description}} does not exist. The command will return success, but I cannot get a simple print statement to output what should be the value of the text. Replacing the placeholder with another placeholder results in success. It is only the {{ticket.description}} that is failing so far.

7 months ago

edward.kimApprentice

asked in Freshservice

How do you go about customizing portal? Do you usually create your own custom class for each components?

Hello, I’ve been looking into manage portal customization and wanted to ask few questions to get some better understanding prior to start implementing any codes. For customizing pages, do you usually write your own custom class or start from scratch? Is there a documentation where I can look up about default classes (ex: quick-link, quick-link-widgets’ that are used? I am unable to change font size and color for h3 and h5 tag that’s in the below code. I tried both creating a class and injecting style/css directly into the tag (ie. h5). This was odd because I was able to change background color but not the two. Could someone please provide me an insight on this issue? <div class="quick-link"> <div class="quick-link-wrapper"> <ul class="quick-link-lister"> <li id="support_solutions" class="test1"> <a href={{portal.support_solutions_url}} class="quick-link-widgets"> <span class="circle"> <span class="i

7 months ago

kprovostApprentice

asked in Freshservice

security incident management

Anyone using the product to manage specifically security incidents (breach, phishing, malware, etc)?How did you customize Freshservice to track & handle those?Looking for any info, KAs, tips etcThanks!

7 months ago

mannsFeatured Influencer

posted in Freshservice

Freshworks State of Workplace Technology Report

Some new global research from Freshworks shows:How workplace software is shaping modern employee experience and businesses The growing challenge of keeping employees satisfied in the workplace Why easy-to-use technology elevates employee satisfactionDownload here: https://www.freshworks.com/resources/reports/workplace-tech/

7 months ago

rashmi.nagCommunity Manager

published in Freshservice

Ask the Expert ft. Sanofar ❓ | What's new in Freshservice? | Ask our in-house expertAsk the Expert

Hi everyone! How’s it going?On popular demand, we have our ‘Ask the Expert’ series coming soon for our Freshservice users and our product specialist for this episode will be our very own Sanofar @sanofar.allahpichai.A little about Sanofar:Sanofar is a Product Support Engineer with 4+ years experience in SaaS software and applications. Currently, she is a Technical Account Manager handling Enterprise accounts in the EU & UK regions for Freshservice. She is Involved in high-impact solution development, optimization, and scalability projects in a fast-paced environment. She loves cats, music, and fanfiction. Any questions around these are also most welcome (I suppose). 😀Topic: What’s new in Freshservice?We have launched a bunch of new capabilities in Freshservice. If your team has used them and came across any difficulties or questions, we are here to answer them. Post any questions you may have around Orchestration New-gen Project Management On-call management Freddy Virtual A

17116

7 months ago

rashmi.nagCommunity Manager

published in Refresh IT Exchange

Episode 2: ESM in 2022 - Is it the new ITSM for all?Conversation

Episode 2 of the Refresh IT Exchange is now LIVE - your one-stop destination for healthy conversations on everything IT!This time, our topic of discussion will be - ESM in 2022 - Is it the new ITSM for all? Here’s a short video to introduce the topic - We’d like to hear your thought on -How are you putting ESM into practice at your organization? ESM solutions are seeing a surge of interest driven by the adoption of modern workflow platforms. But is it mere tool adoption? As of 2022, it is more of Enterprise “Workflow” Management. How do you justify the “service” in Enterprise Service Management?Share your thoughts with us on the comments section.

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7 months ago

PatrickMurphySkilled Expert

asked in Freshservice

Freshservice Workflow Automations

Looking for guidance on a source for working through some workflow automation basics.I’m trying to set up some basic workflows like: User requests access to SAAS application, when approved by manager and approved by business owner add them to an Azure Security group, resolve request but have basic questions on setting this up.I’ve watched all the youtube videos, fresh academy and searched the community for other questions but can’t find answers. Is there another self-service source I can review or is there a place people post their workflows to show them off?

7 months ago

icedenoApprentice

asked in Freshservice

Update ticket view in Slack servicebot

We just installed the slakc service bot and the Tickets view defaults to “New & My open tickets.” Does anyone know if this can be changed a ticket view that I created in Freshservice?

7 months ago

ponApprentice

asked in Freshservice

How to read Query string values inside the custom apps

HI I would like to read query string value inside my Custom app in Freshsales CRM I would like to read the query string values inside custom app.async function init() { console.log(document.location.href);}i am not able to get the query string values inside my custom app.appreciate your help. Thanks,Pon

7 months ago

raymondcanilaoSkilled Expert

posted in Freshservice

Service Catalog

Hi Team,I'm planning to update our existing catalogue, can you share some category you’re currently using? particularly on workstation/asset related activities like deployment, pull-out, and setup. and How do you integrate or update it in the current inventory.

7 months ago

bhotaSkilled Expert

asked in Freshservice

Can external employees use Freshservice

Freshservice is mostly for internal employees. But can it be used by the company customer? If so then how to enable and onboard them?

7 months ago

mannsFeatured Influencer

asked in Freshservice

mannsFeatured Influencer

posted in Freshservice

As a leader do you engage with staff via 1-2-1s?

I was writing something about leadership yesterday and thought this interesting: “...regardless of seniority level, 1-2-1s are considered the most useful meeting in people’s calendars (versus daily stand-ups, team meetings, town halls, retrospectives, and quarterly planning meetings).”It’s unsurprising that, for employees, the meetings that relate most to them and their work matter most to them too. It is both logical and indicative of human behaviour.But has this importance of 1-2-1s been lost even though it has probably grown thanks to our pandemic circumstances?So, how are you using 1-2-1s to improve your people and their performance (and the associated operations and outcomes)? Or have your 1-2-1s ceased or drifted into a review of simply performance stats that’s more rear-view-mirror than developmental?

7 months ago

radhika.narayananContributor

posted in Freshservice

Freshservice Service Management Benchmark Report 2022

Have you often wondered where you stand in your journey to modernizing service delivery? Measuring the performance of an IT organization using a set of quantifiable and measurable metrics is an essential step to achieving aspirational goals of modern service management. For ITSM leaders and professionals who want to measure service desk excellence and minimize hurdles to service delivery, our second annual service management benchmark report highlighting top trends in IT service management provides an index to measure key performance indicators (KPIs) and uncovers insights across industries, regions, and organization sizes for employee experience, agent productivity, service desk efficiency, and scalability. The report provides insights into:Key metrics to measure service desk excellence. How peers across industries and countries perform. Core functionalities to improve employee experience and agent productivity Future-proofing service management using scalable solutions.Read the full

7 months ago

BenPropineApprentice

asked in Freshteam

Auto reply candidate if they did not respond in 2 days

Hi Freshteam,We are currently using Freshteam for hiring purpose.We need the way to remind candidate after sending the welcome or challenge round email if they did not respond after 2 days.We do it manually but hopefully there is a way to automate it.Thank you.

7 months ago

jon.mouTop Contributor

asked in Freshservice

Creating Tasks within Workflows

Hello! Is there a way to create a task in a ticket workflow and have that task then trigger a task workflow? We have a workflow that creates several tasks and then a task workflow that goes through and performs some automations on those tasks. It seems like creating the task through the workflow doesn’t allow it be triggerable in another workflow.

7 months ago

RavendrababuApprentice

asked in Freshservice

Solarwinds Reset Condition is not resolving incidents in FS

We have recently purchases fresh service product, when Solarwinds NPM integrated with FS, based on the trigger condition, Solarwinds is forwarding event to FS for creation of auto incidents.Challenges:As per SolarWinds trigger action Event is converted into Incident in FS, when same reset action is triggered from SolarWinds, FS is not auto resolving the Created incident for same CI. Is there any additional settings we need to do it on FS.

7 months ago

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Employee Experience

​Ask the Expert ft. Sanofar ❓ | What's new in Freshservice? | Ask our in-house expertAsk the Expert

Episode 2: ESM in 2022 - Is it the new ITSM for all?Conversation

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Ask the Expert ft. Sanofar ❓ | What's new in Freshservice? | Ask our in-house expertAsk the Expert