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Employee Experience

1898 Topics

D
Apprentice
darch21Apprentice
asked in Freshservice

freshservice email notifications and responses to tickets are not being sent to internal requesters or agents

We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.

2
sanofar.allahpichai
Community Debut
2 years ago
T
Apprentice
t-sparkApprentice
asked in Freshteam

What is the difference between Teams, Departments/Sub Departments, and Business Units?

Is there a hierarchy or relationship between them? Do I need to use them all? It’s very confusing to have all these options as part of the set-up…. Please advise on the best way to use these.

2
T
Apprentice
2 years ago
davipaulo9
Apprentice
davipaulo9Apprentice
asked in Freshteam

Coaching features

I could not find any feature in Freshteam that allows us to record and track employee´s coaching sessions. I would like to be able to record into the employee profile notes about their coaching sessions such as conference recording links ( Gotomeeting, for example), areas of improvement needed, developed skills and so on. Any help is highly appreciated.

2
davipaulo9
Apprentice
1 year ago
J
Apprentice
JulieApprentice
asked in Freshservice

Is there a way to disable CAPTCHA

Our users are asked to complete the Captcha when logging in and resetting passwords, they are answering up to 7 screens before being able to get in.  Our users need quick access, can we disable the captcha’s?

2
rajagopal.baladhandayutham
2 years ago
D
Apprentice
Davey BApprentice
asked in Freshservice

How do I Bulk Associate Incidents with an Existing Problem

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.

2
C
Contributor
1 year ago
E
Apprentice
em_camApprentice
asked in Freshservice

Using fields from the onboarding module in workflow 'Send Email To'

Hi, I am trying to automate the onboarding process via Workflow Automator for tickets.My OnBoarding process creates a ticket with several custom fields. One of these fields is ‘Employee Private Email’ (text field).The idea is to send an email to the new employee (value taken from the ‘Employee Private Email’ custom field) asking some questions. The reply will be added to the ticket as a comment. I am not able to add custom fields from the OnBoarding module, at least not in the ‘Send Email To’.. I can use custom fields on the onboarding module in the Subject, but not in the ‘To’ address. Any ideas how to get this to work? Thanks,Eyal

2
E
Apprentice
1 year ago
radhika.narayanan
Contributor
radhika.narayananContributor
published in Freshservice

Introducing the Freshservice Service Management Benchmark Report 2021Blog

​​​​​​Hi everyone, We are excited to share with you our first edition of the Freshservice Service Management Benchmark Report 2021 (FBR 2021)—a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs and benchmark against the index, thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.With anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets, the FBR 2021 draws insights across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.The report provides insights into:  Key metrics required to measure service desk excellence How peers across industries and countries perform Characteristics that determine agent productivity and service desk efficiency Future-proofing service manageme

1182
rashmi.nag
1 year ago
D
Contributor
damian.lofthouseContributor
asked in Freshservice

Analytics Report grouping by Multi Dropdown

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

2
KP_Scantek
Community Debut
6 months ago
B
Apprentice
bj6951Apprentice
asked in Freshservice

How to Edit Requester Photo

Since we upgraded to Freshworks Organization, we lost the ability to edit photos for requesters, agents, etc. Looks like the only way you can do this now is for your own account. Is there something I missing? When clicking Edit Profile, there’s no tab that includes the photo. Do we need to turn something on in the admin section??

2
Cyber_Okie
Community Debut
1 year ago
JiriGrohmann
Skilled Expert
JiriGrohmannSkilled Expert
asked in Freshservice

Frehservice Alerts integration with SolarWinds

Hello, I’m having difficulties configuring the integration between Freshservice Alerts and SolarWinds.I used this documentation:https://support.freshservice.com/support/solutions/articles/50000002747-integrate-solarwinds-npm-with-freshservice-alert-managementWhen trying to simulate the alert SolarWinds says that ‘action executed successfully’ but the test alert is not created in the alerts section in Freshservice.API reference at https://api.freshservice.com/#introduction shows CURL examples only for tickets, changes etc. but not for Alerts.Can anyone suggest how can I debug the configuration using CURL or some other method?Has anyone successfully configured the integration with SolarWinds? Any gotchas you experienced during the integration setup?Thanks!P.S.I’m not a developer.  

2
JiriGrohmann
Skilled Expert
1 year ago
M
Apprentice
miranda-aApprentice
asked in Freshservice

Service Catalog/ Product

I am trying to create bundles of products, ie mouse, keyboard, docking station, monitor etc in which the user just selects the products they need. This stops separate tickets for each small item. However, each small item still shows in the service catalog as a separate item to be ordered which cancels the usefulness. There seems to be no way of saying I don’t want requesters to see the small items separately, only the bundle. It seems they have to be available to be viewed within the bundle.Is there a way of restricting visibility but still having the products in the catalog as the only options are all requestors or requestor groups which need some people in them!Thanks

2
M
Apprentice
1 year ago
Frank-Sonder
Apprentice
Frank-SonderApprentice
asked in Freshservice

Is there a way to do exception filter for tickets?

Hi guys,Basically I want to filter my tickets the way that it shows all tickets except from one category.So right now what I have to do is add all the categories in the filter, but it doesn't show the tickets that has no category.Is there a solution to this? Thanks

2
M
Community Debut
5 months ago
J
Contributor
JCCContributor
asked in Freshservice

Asset Management - Asset Tags

Morning All - Does anyone have experience of using the Asset Inventory? Specifically printing the Asset Tag. What label printer and labelsdo you recommend? Also is there a way that if I purchased pre-printed asset tag labels, that I could scan them to the assets in the system?Thank you

2
R
Community Debut
1 year ago
tazeen_86
Apprentice
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

2
R
Apprentice
11 months ago
Umar Akbar
Apprentice
Umar AkbarApprentice
asked in Freshservice

Microsoft Active Directory Orchestration App- Employee Onboarding Automation

I’ve attached on-Premises MS AD to freshworks, but now when i made an workflow it somehow not working as expected. Maybe im not choosing right fields when attaching app action in workflow.Can anyone help?

2
Umar Akbar
Apprentice
1 year ago
verkerkb
Apprentice
verkerkbApprentice
asked in Freshteam

creating subfolder

It would be nice to have subfolders under the folders so it is more clear how the information is build up

2
S
Contributor
8 months ago
S
Apprentice
saleenajohnApprentice
asked in Freshservice

About Right Service Metrics

Hello Everyone, Since many executives rely on information in weekly, monthly, and annual reports to make critical business decisions, there is simply no time to waste. What if your analytics module could quickly gather insights about your service desk metrics? Fresh service, which uses Natural Language Processing algorithms to generate widgets by simply posing a question.For example, you can simply ask, “What is the average resolution time of tickets by agents?”. Function will process your questions by applying the right criteria and will return the results in no time. What is the process to do so? Please guide  

2
rashmi.nag
1 year ago
JJJJ
Apprentice
JJJJApprentice
asked in Freshservice

Number of Product Upgrades or ITSM releases in an Year

Hi Team, I would like to about the amount of product upgrades that freshwork ITSM does in an year.  Thanks and RegardsJonathan

2
GlennA
Contributor
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

MTTR - what do you see the R as?

MTTR - in your opinion, is this Mean Time to…Resolve/Resolution Repair Restore Recover/Recovery RemedyOr something else?I’d love to know your thoughts :)

2
manns
Skilled Expert
1 year ago
maximaq
Apprentice
maximaqApprentice
asked in Freshservice

Best practice for requesters that are no longer company employee's

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view. What is everyone's practice for dealing with former employee requesters? Do you purge them or something else? What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

2
sanofar.allahpichai
Community Debut
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

We already have most of the answers we need...

Ten years ago I wrote a blog called Giving Back to the ITSM Community in which I stated that we have the answers to most of our ITSM and IT support questions between us. I still believe this to be true and an upcoming Fireside Chat with Freshworks will discuss this, some specific common issues and “the answers,” and how we can better help each other to improve by using knowledge-sharing capabilities such as the Freshworks Community.The chat details are still being finalized but if you subscribe to this post you’ll be updated once this is done. Thanks.

2
rashmi.nag
1 year ago
M
Apprentice
Martin_McApprentice
asked in Freshservice

Convert Service Request to Incident and With Custom Data?

Hi there. So my company are just starting to use FreshService. We wanted individual buttons / offerings available for specific issues / systems and so we built out a service catalog of items based on various issues. Some of these offerings though are more 'Incident' than 'Service Request' though and so we utilised the Workflow Automator to - pretty easily - convert these offerings in question to Incidents after being raised.However.We have just noticed and realised that during the conversion from Service Request to Incident, the custom data gathered in the Service Request is not carrying over to the Incident.And I'm wondering if there is any way around this? Is there a way to make the conversion carry that custom data over? Or are we going to need drop this idea?Thanks for any information.

2
kcbates
Skilled Expert
1 year ago
G
Contributor
grayesonContributor
asked in Freshservice

#8280678 Freshservice account has disappeared from our organisation account

Reposting ticket here in hopes of actually getting a response and hopefully a solution: 

2
rajagopal.baladhandayutham
2 years ago
S
Apprentice
suzanne.blinnApprentice
asked in Freshservice

Disable email in the sandbox

Has anyone found a way to disable the email function in the FreshService sandbox?  Not just the notifications but all email?We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them.  Yes even though it indicates it’s from the sandbox.I don’t want to remove these actions from the workflow as that’s part of what I’m testing.  I just don’t want the emails to actually get sent.  

2
S
Apprentice
1 year ago
renjith
Apprentice
renjithApprentice
asked in Freshservice

Service Request and Requested Items API

Hi ,Is there an API to get all the service requests ticket details  with below condition:agent_id=<agent_name> AND status=2 AND (service_item_id=<id1> OR service_item_id=<id2> OR service_item_id=<id3>)Thanks, Renjith.

2
kehsoon.yong
Community Debut
7 months ago

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