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Masters of Moment (July 5th) - How to demonstrate empathy in customer service?

11 days ago

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Employee Experience

Employee Experience

1148 Topics

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Luyar123Apprentice

asked in Freshservice

Using the API to add any asset from inventory to a new ticket

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report. If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API. The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable. However, to add an asset to a ticket that is being created, I need to use the display_id for the printer. I know this is available through the URL for the printer, but I’m

7 months ago

SimonLApprentice

asked in Freshservice

Hiding Menu in Header

Hello All, is there a way to hide specific Menus like “Solutions’ or Service Catalog” in the header of the portal.What is “menuitems” refering to in the following Header code..<ul class="topbar__tab-menu"> {{#each menuitems as |menu|}} <li class="topbar__tab-item"> <a class="topbar__tab-link topbar__link {{menu.class}}" href="{{menu.url}}" {{#if menu.external_image}} target="_blank" {{/if}}> {{menu.text}} </a> </li> {{/each}}</ul> Thanks for your help !

7 months ago

todd5903Contributor

asked in Freshservice

Keyword vs. Tag in Solutions

When creating a solution article there is a field to enter Tags as well as a filed to enter Keywords. I am trying to understand what the difference is between the two. What do I use Tags for and what do I use keywords for?

8 months ago

Mark HuntsingerApprentice

asked in Freshservice

Jira Orchestration in Freshservice

Does anyone have the Jira Orchestration working? I am trying to open an Issue in Jira when the category of new ticket matches a specific category. No matter what I enter in the App Action dialog I keep getting error 400. Any suggestions are greatly appreciated.

2 months ago

mgaertnerApprentice

asked in Freshservice

Child Tickets vs Tasks

Hello FreshService Community!We have been in the process of rolling out ITIL framework and FreshService to our five internal IT teams (Network/Support/Development/PM/AV) and in the process, each team has started to delegate incident and service related items in different ways. Some are using child tickets exclusively, some are using tasks exclusively, and others are using a hybrid of child tickets and tasks. We have run through a few scenarios, and have worked with each of these individual areas and have found their point-of-view (visibility/organization/flexibility) of each to be valid. However, when it comes to reporting and communication between each of them, we run into inconsistent data and visibility, respectively. This causes executives to question the reporting data accuracy, and confusion on which methods of communications are used by individual teams.Communication between the teams is also heavily reliant on the additional communication methods (like Teams/Outlook). As we

7 months ago

kcbatesSkilled Expert

asked in Freshservice

How can I provide an estimated response time in a new ticket email notification?

I am wanting to provide a requester an expectation for IT response without using a table. For instance if the {{ticket.priority}} is Urgent and the SLA Matrix defines that Urgent is First Response = 30 minutes, I want to be able to placeholder that in the new ticket email notification. How can I achieve this?What I am doing today:Dear {{ticket.requester.name}},IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.impact}} of your ticket. You can expect an IT response by using the table below: Priority First Response Urgent 30 minutes High 2 business hours Medium 4 business hours Low 8 business hours What I want to do:Dear {{ticket.requester.name}},IT has received your ticket and classified the priority as {{ticket.priority}}. Priority is calculated using the Urgency: {{ticket.urgency}} x Impact: {{ticket.imp

7 months ago

szabolcs.pinterApprentice

asked in Freshservice

Approval with Custom Objects and reporting manager?

Hello,I’d like to have a custom objects where i can define approvers for different service items. So far that’s no biggie, but for some items i would need approval from a set person but for others from the reporting manager of the requester. Can this be done via custom objects or I have to build that logic into the workflow?thank you

8 months ago

mannsFeatured Influencer

posted in Freshservice

Comparing you ITSM tools, old and new

If you’re participating in this Community, then there’s a good chance that you’re now using a Freshworks solution. If it’s Freshservice, I was wondering what you like most about it versus your old ITSM tool. This can be one or many points.There’s also likely something(s) about your old ITSM tool that you liked and now miss. What’s this? It’s worth calling these out too, if only to see if they can work their way into the Freshservice roadmap.Please share you your ITSM tool experiences by commenting as a response. Thanks :)

8 months ago

Kate MApprentice

asked in Freshservice

Configuring AVAST alerts in Freshservice

We are looking at getting our Avast alerts configured in the Freshservice alert module. There is no specific integration for Avast, but I thought we could use the custom integration. However one of the requirements is “Copy the alert payload structure sent from your monitoring tool in JSON format and paste it below..” We have reached out to Avast support to request this and they have told us lthey cannot output their alerts in JSON format. I was wondering if anyone had come across this issue before and had any solution?

7 months ago

James@RahiApprentice

asked in Freshservice

{{approval.portal_url}} & {{approval.url}} take user to the wrong portal link

In MSP mode and have multiple portals setup.When creating an approval email template using {{approval.portal_url}} & {{approval.url}} each placeholder creates a link which takes user to the wrong portal. Regardless of the approval users company or domain, when you use these placeholders, they default to a portal of the systems choosing. How can you send an approval link someone who only has access to a certain portal?

6 months ago

EvanyApprentice

asked in Freshteam

Emailing

Are we able to send emails from within FreshTeam? I set up a forwarding and received the verification but I cannot find where I can write an email anywhere.

7 months ago

alephtaphApprentice

asked in Freshservice

Merge SCCM user and probe active directory user

Hi everyoneI’m new to Freshservice, and I’m trying out some features. I installed the SCCM and the domain probe. Unfortunately I had first started the SCCM sync which has imported the users. A day later, I have discovered the domain probe and started the sync. Now the user are not merged.I.e.:I have a user called John Appleseed. He was synced via SCCM and later via domain. When I check his entry, I only have his name and the email address.A different user Heidi Smith dosn’t have a device therfor no SCCM sync but a domain sync. From her, I have the name, department, position, email address, supervisor…What can I do or how can I fix this?Thank you all for your help.Best Regards,

7 months ago

pcookeContributor

asked in Freshservice

Dealing with a large number of items in the service catalog

We are currently trying to design our service catalogue in our new customer portal and are really struggling with software in the catalogue. Our current system is an intranet page where people scroll through nearly 100 items in a single list, which is not a great user experience. We have reviewed the current list and got it down to about 60 items but it’s still a lot. We’ve tried to think up categories, so we can display it better but it’s hard to define in terms of what the customer thinks a piece of software belongs to category wise! We will obviously be using the main search functionality, which should help, but I just thought I would ask the community how they have tried to get around this problem? ThanksPhil.

7 months ago

Bryan0392Contributor

asked in Freshservice

Employee onboarding - 'add people' bug

Noticed this issue with the employee onboarding module. Whenever you click ‘add people’ and you add emails to be CC’d on the ticket this message will appear and the Cc’d users will NOT receive a copy of the ticket.when you add someone to the ticket using the ‘add people’ button, according to the message they are added and removed at the same time which is not allowing them to be CC’d on the onboarding ticket.

6 months ago

alephtaphApprentice

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.

4 months ago

Benmorgan86ukApprentice

asked in Freshservice

Clear date field in API

Hopefully something simple but it’s been annoying me for some time.I have added a custom field (a date) into our Requests form and I am able to query it etc. using the API.The absolute final thing I need to be able to do is simply clear the date through the API. Just the one little button highlighted below, but I cannot find an API command for doing this for love nor money. Please someone save my madness.

7 months ago

hillaleApprentice

asked in Freshservice

SchoolGuyApprentice

asked in Freshservice

Yearly hardware inventory

What is the best practice for doing a yearly hardware inventory? We are a public school district with about 6000 endpoints and id like to do a summer audit. We currently use the google connector for adding chrome devices and a combo of probe and agent for windows devices.

7 months ago

BewitchingmakerTop Contributor

posted in Freshservice

Change Calendar Management

Has anyone else had any experience with the change calendar that can offer advice? I just updated the change calendar with maintenance blackouts for the remainder of 2021 and all of 2022. I see why many people want to use integrated calendars as the one inside of FreshService leaves a lot to be desired.I had to do the work twice because it did not work the way I anticipated (or the way the support staff indicated it should). I asked what time zone items were displayed in ahead of time and was told the Helpdesk > Rebranding time zone setting drove the calendar.Our use case-We have several groups across the world that have different maintenance windows and blackout periods. We would like the calendar to show in the time zone of the person viewing it, but it links to the time zone of the person entering it. Need to be able to filter to a time frame and keep that view, but each action returns to default week at glace view. I would like monthly to be my default but my ops manager likes

1 month ago

katyanickApprentice

asked in Freshservice

Hi there I questions I need to get answered.

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.

8 months ago

Jason3DRApprentice

posted in Freshservice

I cannot get any email sent to new users or agents

We are testing freshservice for first time, email regarding ticket responses goes just fine, but I cannot get any email sent to new users or agents when they are added. Also cannot get reply emails regarding the online academy training login either. Any suggestions, our email is through G-Suite.

8 months ago

SmartPApprentice

asked in Freshservice

Asset Location from Used By Location

I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance

1 month ago

kcbatesSkilled Expert

asked in Freshservice

How do I prevent a CAB member from approving their own changes?

Members of our CAB also request and implement change tickets of their own. I want a simple way to remove a CAB member from the list of approvers if they are the requester or implementer. How can I achieve this?

8 months ago

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