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Employee Experience

Employee Experience

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EdKApprentice

asked in Freshservice

Convert to Shared Mailbox

I’m working on an offboarding process in FreshService and would like to convert a mailbox to shared. We are a hybrid environment so I’m thinking that would need to be done in Exchange Online using Powershell somehow. Has anyone figured out how to do this? Thanks

15 days 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?

15 days 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

15 days 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.

15 days ago

bhotaApprentice

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?

15 days 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?

16 days ago

BobbyBMoreApprentice

asked in Freshservice

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for. I want to create a small ordering portal for medical supplies within FreshService. So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need. Do I add each item as a service item and then import it into something? This is where I get confused. Or can I create one service item with all items inside? Any help is appreciated.

17 days 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

17 days 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.

17 days 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.

20 days 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.

20 days ago

jyatesApprentice

asked in Freshservice

Employee Onboarding - Group View of Available Items

I am looking for a way to group the available service request items together on the hiring managers view in Employee Onboarding. We offer a lot of hardware and software options to all of our new hires so when the hiring manager goes in to select the service items they need they are presented with a super long list of all items from the various Onboarding Kits that were setup in alphabetical order. There is no grouping based on the kit or even the type of service request (hardware vs software). It would be super helpful if they were presented a list of each Onboarding Kit, then could expand that kit and pick the items they need from each kit. I have put in a feature request with support but without enough interest from other users I’m not too sure if it will ever be implemented.Has anyone else ran into this issue? If so, any tips or tricks to help with the organization?

20 days ago

mannsFeatured Influencer

posted in Freshservice

Digital Employee Experience (DEX)

Anyone looking at this newish category of technologies? Perhaps seeing DEX as a necessary evolution of ITSM and ITOM rather than simply the next shiny thing?

20 days ago

rashmi.nagCommunity Manager

published in Freshservice

Community Spotlight: AMA with Freshservice Customers Nicola and Peter, ProfelAsk Me Anything

Hello people! 🙋🏽How’s everyone doing? 😊Our community here is built primarily of our customers and we enjoy having them take-over the community to share their stories, insights and journey with all of us.We have an exciting AMA session coming up just for you from our Freshservice customers. This time, the spotlight is going to be on Nicola Beysen @nbeysen (Infrastructure Coordinator) and Peter Proost @pproost (Software Coordinator) from Profel.Check out the below 2 posts to learn more about Nicola and PeterAbout Profel:Belgian family company Profel manufactures frames and doors in aluminium, wood and plastic for the non-commercial market. Each year, the company supplies around 170,000 frames and doors to approximately 30,000 families, earning it the position of the market leader in the Benelux countries.At Profel, every element of the IT landscape revolves around production. For the manufacturer of doors, windows and aluminium profiles, it is essential that the machines in the factor

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20 days ago

mbronsonApprentice

asked in Freshservice

SCCM Integration - Stale Asset Information

Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!

20 days ago

tazeen_86Apprentice

asked in Freshservice

can we create alerts in freshService using webhooks or API

Hi,I have a usecase in which I have to generate alerts in freshservice using webhooks or API,so when a particular event is fired , an alert is generated on freshservice,RegardsTaz

20 days ago

rory.higgins

asked in Freshservice

Alert Management - automation only partially working

We are using the Alert Management Feature. It works well.However, when an alert is generated and an incident ticket is created we want automation e.g. A workflow runs upon ticket creation. This works fine.The problem is that when a ticket is updated or resolved, the workflow automation does not run.I have a case logged for several weeks on it, want to see if anyone has any workarounds.At first I was told this was a bug. Then no its not a bug, its the way its designed.But what is the point of automation, if workflows trigger only on ticket creation, but not updates or resolution?

20 days ago

mannsFeatured Influencer

posted in Freshservice

ITOM Video Series

We’ve created some ITOM videos for Freshservice customers (or for anyone really). Hopefully, they’re a good introduction for anyone seeking to understand more about the benefits of IT Operations Management capabilities.

21 days ago

TJ6767676Apprentice

asked in Freshservice

Associate software with an incident ticket

Hi,I’m new to FreshService and I’m looking for a way to associate incident tickets with software so that I can use it for reporting. I know that I can associate any ticket with a ‘normal’ asset, but I can’t find a way to associate with software assets.Thanks in advance,Toby

22 days ago

ITservicedeskTop Contributor

asked in Freshservice

Switching to MSP mode on established HelpDesk

We are looking to switch to MSP mode in order to provide alternate portal for different areas of our organization. We wanted to confirm that there would be no impact to the current portal, tickets, changes etc other than the properties being adjusted for Company and Customers. Essential when switching to MSP, does it affect anything in the current environment such as workflows, open ticket, . . . Didn’t want to flip the switch to find out the portal and content we have been using for nearly a year would be adjusted other then the two property names.

22 days ago

Mika JusslinApprentice

asked in Freshservice

working as Freshdesk agent and service technician

How can I be / create roles as Freshdesk agent and Field service technician at the same time?

22 days ago

scottblauerApprentice

asked in Freshservice

GSuite -Orch and Workflow Automation

Has anyone been able to configure the GSuite - Orch correctly? I went through the documentation (which is a bit outdated, so I had to make some guesses at how to configure a few things) and configured the app. But when try to test the App in a workflow I get the error shown below every time I run it. Has anyone been able to get the GSuite - Orch app to run successfully?

22 days ago

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