Creating an email alert for a custom ticket date field
We are using a custom ticket date field called ‘Pending Date’ for tickets that require future dated action, however, I am trying to create a way of creating an alert when we near this ‘pending date’.Can anyone provide any guidance on how this can be achieved?TIA
Onboarding in Freshservice
The Onboarding module offers some nice features such as build kits with pre-fill capabilities for additional items. However, I’m frustrated that I cannot create a business rule to apply to the Onboarding form. For example, if we want to require that Onboarding requests include the start date which must be at least 10 business days out, I cannot enforce that with a business rule. However, I have recently noticed something new in the automators...now we can build expressions. Are there any videos yet available that demonstrate how to build an expression in a workflow automator?
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,
Sustainability and IT?
You can’t help notice the increased corporate-level focus on sustainability (and its importance to being a socially conscious company). But has this impacted your IT activities yet? Or have you taken the lead to ensure that your IT organization is fully prepared for the inevitable corporate call?Please let us all know as a response. Thanks :)
Restrict group selection while submitting incident
Is it possible to restrict which groups can be selected by a Requester when submitting an incident? For example, say we have groups 1-2-3-4-5 and 3 through 5 are used for internal ticket assignments, almost like subgroups of larger teams. Ideally we only want the requester to be able to select group 1 or 2 when submitting their ticket. Is there a way we can do that?
Custom Location Fields
I’m trying to find a way to create custom fields in the location object. We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this. Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?
Enterprise Service Management - "the one thing"?
Alan Berkson and I are recording an enterprise service management (ESM) video-on-demand talk today and it got me thinking about the key factors involved in organizations either adopting or not adopting an ESM approach.So, if your IT organization is already sharing its ITSM capabilities with other business functions, what would you say was the one thing that spurred it to do so?Or, if there’s no sharing of ITSM capabilities with other business functions, what’s the one thing that has prevented this?I look forward to your response(s).
What do you want to get from ITSM events?
I spent the last two days at an ITSM event here in the UK. I had grand plans about sitting in on educational sessions and speaking to technology vendors about their new ITSM innovations.However, I spent most of my time simply talking with people - both old and new acquaintances - about what they’re seeing in the ITSM space. It definitely didn’t follow my plan for the two days but I can’t help think it was the best use of my time there.So, what do you want to get from ITSM events and do you usually have these expectations met? I totally appreciate that you might not have attended a physical ITSM event since 2019 too :)Please share your thoughts as a response.
Freshservice end-user portal - Send ticket to group
Hello all,I’m sure this has been asked a million times, but I don't see anything when searching.We have users who use the portal, however we want to be able to route those resulting tickets to a particular group, based on a custom field within the new ticket form. Is this possible with customisation and workflow Automator? If so where would I even start with that?
New employee service request automations - wait for manual confirmation by agent
HiNew customer of Freshservice here. I have query with regards Service Requests. I have setup a service request for new user onboarding which is backed by an workflow automation to setup the user in AD, add to security groups and do a bunch of other cool stuff. Works well. The success of this process relies on accurate information being input by the requester (HR) filling out the service request form. Is there a way that the automations are not started until a member of the IT dept checks the service request first and then ticks a box for example to confirm they are happy for automation to be kicked off?
API, Requesters Response Times
I need to find our average response times for each ticket. Currently, I have average and first response times for our Agents but not for our Requesters. My question: Is there any API that I can use which gets requester response times for each ticket? or can I get every reply time within each ticket?
64 bit integer in Rest API
Hi Team, I am calling REST API place_request to create SR. Here I have a field which accepts user id. Here in portals we have 11 digit requester ID which fails in json as we have limit of 2147483647. Also this field only accepts integer and does not work with string. Thanks!
Coming soon: Freshservice Ninja Meet-up | Share your expectations with us!Event
Hello Freshservice Ninjas!INTRODUCTION: WATCH RECORDING:INTRODUCTION:How fabulous it has been to see so many of you share your Freshservice expertise with the rest of the community, engaging and encouraging your peers and unlocking the exclusive Ninja badge.If you thought it ends there, well, it does not. 😄😍 We’ve got something exclusive JUST FOR YOU! 😍Inviting you to our very first Freshservice Ninja Meet-up, an opportunity for all of us (Ninjas and the Freshservice team) to come together, know each other and learn from one another.This is an invite-only event for our Freshservice Ninjas (those who participated in the Freshservice Ninja Challenge).Share with us what you’d like to see, and discuss with our Freshservice team and other Ninjas, so that we can ensure we plan the agenda to suit your needs and time. Tagging all our amazing Ninjas here:@keefe.andrews @zachary.king @Stratto @ggallaway @patricksawyer @ekrasner @adityatawade UPDATE:We’re hosting our first-ever Ninja Meet-up o
Analytics or Dashboard help - need to get a list of any ticket a particular agent ever worked on
Analytics or Dashboard help - need to be able to generate a list of any ticket a particular agent ever worked onI have a student starting and I need to create a report and/or dashboard widget that will list every ticket they have touched in a particular time period in order for me to do QA on their work.Anyone have something like this?TIABryn @ CYDEF
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.
Workflow Automator - New User - Random Word Passphrase
HiI have a service request with Workflow Automator (AD on-prem integrated) to create the user. This works well and i have tested the Password Generator - Orch app to generate a password and this works fine. The problem i have is that we use a secure passphrase with 3 or 4 random words so users can cope with typing in for initial login before being forced to reset. It would be ideal if there were a way to Automate creation of a random passphrase.Do you have any suggestions on how I can achieve this?
Some Handy IT Support Definitions
I stumbled across these earlier and thought they might help those new to IT service management: Level 1 Support/Support Center AnalystThe frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.Level 2 SupportThe technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.Level 3 SupportThe technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the tick
IT support skills for 2023 and beyond?
The way that COVID time seems to work, you’ll blink and it’s already 2023. However, so much is changing right now for IT support that we should be planning for the impact that factors such as employee experience, AI enablement, and enterprise service management will have on service desk resourcing levels and the skills required of our people.What do you see as changing (in terms of required skills)? And are you already looking to address any gaps? Please share with others via a response. Thanks :)
Project Management - Doubts
Hi,We are starting to work with Freshservice and we are starting with the Projects part.We are starting to add task lists, with their tasks, indicating times for each one. The first problem we see is that the Gannt chart display is only for days. Our first project is a weekend, so we need to "zoom" in order to see the detail of the tasks. Some last half an hour and in the diagram they occupy a full day.Another issue that we don't know how to do is that the task lists are displayed in the order that they were added. We don't know how to reorder them. Is this possible to do?Thanks!
MS Intune not synchronize warranty dates in the assets
Dear Community,I am trying to synchronize Intune with Freshservice. Sync went well and all assets are visible but I can not get the warranty dates sync into the asset. To make it happen we have to match during Intune assets import, the field "manufacturer". But it stays empty during sync. If Manufacturer is empty, the DELL module cannot do the match and then capture warranty date.I am using Intune App on the market place Any advice?Thanks,Sara
Sub Departments & Business Units
We currently use only the ‘Department’ field, which means that Sub Departments & Business Units are empty in employee profiles (which doesn’t look great), is there any way to get rid of them for now? I don’t seem to see this option in the settings. Many thanks for the advice!
The SITS Event in the UK
Next week brings the first physical Service Desk and IT Support Show since 2019. It’s in London on the 11th and 12th May: https://www.servicedeskshow.com/If you’re there and want to meet up or to be introduced to some of the ITSM industry authorities that will be in attendance, please let me know either here or via a message.It should be a fun and informative two days (but attend as little or as much of this free ITSM event as you wish).
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