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#WinwithMarketplace : Freshservice

17 days ago

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Employee Experience

Employee Experience

1775 Topics

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maxlehot1234Skilled Expert

asked in Freshservice

Add a new user on a already created ticket using workflow?

Hi,Is it possible to add a new requester on another requester ticket?What I want (if possible):Hr department will open a service request.A workflow will create task base on the service requests fields (already created workflow and 100% working)Inside the service request, HR need to indicate the employee manager.Is it possible to add this manager on the created service request ticket so this manager can follow the ticket, add notes, comments, etc?Thank you

8 months ago

bhotaSkilled Expert

asked in Freshservice

bhotaSkilled Expert

asked in Freshservice

Converting Incident to Change

Dear All, Can someone let me know what happens when you convert or associate an Incident to a Change? What happens to the SLA for the incident.Let’s say we have an incident which has been due for resolution for some time as its actually a change which needs to be implemented. What happens to the SLA when we create a change and associate with this incident.

8 months ago

mythumbsclickSkilled Expert

asked in Freshservice

Webpage Redirect in Solutions Articles

HiWe have an existing IT Support wiki resource in SharePoint online. In an ideal world, I would like to create a “Solution” article in Freshservice with a title of “365 MFA” for example, but in the content of the Solution have it redirect to the corresponding SharePoint URL. Is this possible at all?Users experience would be click on the Solution and be redirected to SharePoint page.

8 months ago

BrynCYDEFSkilled Expert

asked in Freshservice

CSAT is it possible for the client to opt out

2 questions about CSAT in FS(1) Is there a built-in way to allow a client to opt out of the CSAT?I was looking at trying to find a way for a client to opt out of the CSAT surveys by setting a value on their Company page (custom field) which would then be checked in the criteria of the survey - this does not appear to exist.(2) Survey regulation - does it work like I expect it to?Setting it thusly will send 1 x CSAT survey request out once in a custom 18 day period for each client that has a ticket in that 18 day period.OR will FS send out a CSAT survey on every ticket in that 18 day periodTIA for any ideas/insightsBryn

8 months ago

Daniel SöderlundSkilled Expert

asked in Freshservice

SSH to linux server

Hello, Looked at the SSH app and say that I need a Orchestration Server.Due to cost I use linux servers and looking for a way to ssh to them. Is there a Orchestration Server for linux or can the app talk direct to a linux server?

8 months ago

MichaelS24Skilled Expert

asked in Freshservice

Logged in Agent Placeholder?

Hello!Any way to use current logged in agent as a placeholder for responding to tickets in FreshService.For use in system reply template + canned responses. Small team so we will often reply across tickets without the need to change agent.Cheers,Michael.

8 months ago

FreshWorkingApprentice

asked in Freshservice

Appointment Booking

Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?

8 months ago

mannsFeatured Influencer

posted in Freshservice

Current ITSM Opportunities and Challenges

Here’s something I recorded with @BarclayRae at the SITS event here in the UK. I think we covered quite a lot of ground as to what service management pros should be focused on: https://www.youtube.com/watch?v=gBvA85MbYCc&ab_channel=EnterpriseDigitalPodcastBut what did we miss?

8 months ago

johnlinuApprentice

asked in Freshservice

Additional supported attributes to create a fresh service ticket

Hi,We are trying to create fresh service tickets using mulesoft. We are using freshservice sandbox environment to create tickets. So far we are able to create ticket using the below attributes."subject" "description" "email""priority""status""custom_fields" : { "application" }We found additional attributes in the api specification https://api.freshservice.com/#create_ticket and tried to pass the below attributes in the payload with the given data specifications in link."group_id" "department_id" "category" "sub_category" "item_category"But we are getting the below error and would like know the supported attributes in the payload."Errortype": { "identifier": "BAD_REQUEST", "parentErrorType": { "identifier": "ANY", "namespace": "MULE" } Let me know if I need to provide any other details. Any help is appreciated. Thanks,John Linu

8 months ago

Stefan.RollTop Contributor

asked in Freshservice

Freshservice APi V2 for new gen projects

Hi thereFreshworks announced this in the V2 API Documentation for FreshserviceFollowing Project APIs are for legacy project management and these are not compatible with the new-gen project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen will also be rolled out soon. Anyone knows what “soon” means? 😉I ask, because we really need this for our Projects.ThanksStefan

8 months ago

maxlehot1234Skilled Expert

asked in Freshservice

List all survey rely per ticket, per agent

Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***

8 months ago

kfichtnerApprentice

asked in Freshservice

FreshService and PowerAutomate with Okta Auth

I would like to connect freshservice to power automate. I have been told by both Microsoft and Freshservice this cannot be done due to using Okta. I am trying to use the power automate custom connector but I just don’t know how to fill it out properly. Here is the Auto task I want to make:https://powerautomate.microsoft.com/en-us/templates/details/185f8ad3feed4ba19b6bdfae021eca28/create-a-freshservice-ticket-when-a-form-is-submitted-with-microsoft-forms/ I have been trying to use https://api.freshservice.com/v2/ and I was able to fill out the curl request, but I am not sure how to get that translated over to Power Automate. I also thought about using the OAuth 2.0 but Okta uses SAML2.0. I have also tried the information from: but it uses basic auth and not much help on the custom connector.

8 months ago

mannsFeatured Influencer

posted in Freshservice

Chat (rather than chatbot) success?

Has anyone found the winning recipe for using human-based chat for IT support rather than other channels? Or have the growing capabilities of chatbots made this channel almost redundant? I’d love to hear some success stories and/or opinions. Thanks :)

8 months ago

cinanApprentice

asked in Freshteam

Freshteam Job listing Widget shows loading when no listings are available

With empty job listings, freshteam widgets shows loading spinner, how can i avoid this. Is there a specific way to identify this. I am using this on a laravel blade file with js

8 months ago

StephanieDApprentice

asked in Freshteam

Adding resume info to employee file

Is there a way to pull employee data from their resume into their education/employment fields in the employee database?

8 months ago

mike.culbertsonSkilled Expert

asked in Freshservice

Software Assets, contracts and license keys

There aren’t as many one-shot, non-volume, license-key based desktop apps as there used to be, but they definitely still exist.When defining an app like this, where 3 seats means 3 unique license keys, aside from a custom paragraph field, how is one expected to record those keys and ultimately allocate them to requesters?Right now, these are the available types (none are correct) https://support.freshservice.com/en/support/solutions/articles/227988-software-license-typesAnd the only place to record a license key is a single text field under Software License Properties.What am I missing here? Is there not a way to manage multiple keys?

8 months ago

steveo3140Contributor

asked in Freshservice

Best way to add two levels of No response Breach

I am trying to figure out what is the best way to handle this procedure. First I want to be able to send a custom email immediately when first response is breached to Agent “A”. Second I want to be able to a second custom email 1 hour after first response is breached to Agent “B”. I’ve looked around and cant figure out what the best combination of SLA and Supervisor rules should be used to accomplish this. Thanks!

8 months ago

alephtaphContributor

asked in Freshservice

SCCM Probe vs Client Agent

Hi everoneCan someone explain me the difference between the crawling of SCCM data and if I install a agent on a client?Thank you.

8 months ago

mannsFeatured Influencer

asked in Freshservice

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

8 months ago

kenrisdonTop Contributor

asked in Freshservice

Workflow automation with condition "loop"

Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down. In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account. I then want to be able to check if other options were selected from the forms drop down. Which will then create separate tasks to create specific accounts. Is there a way to “loop” down to the next Condition after the first Condition has a positive result? Is there another/better way to do this? Thanks.

8 months ago

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