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1550 Topics

A
Apprentice
andrew.coxApprentice
posted in Freshservice

Incident resolution categorisation

I'd love to know how other people create and track data on the underlying cause of incidents.I've come from an environment where we logged the reason for the incident at the point of resolution, eg:People - training needInfrastructure - server / network / client hardwareApplication - bug / crashI can't see any way of achieving this in FreshService

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Contributor
6 years ago
A
Apprentice
aarmstrongApprentice
posted in Freshservice

Specific use case for updating hidden ticket fields based on form input

I have the following use case and i am wondering if it is possible today:Customer generates a ticket, they set a custom field to: Problem Type: 1 - Severe.Internally, i have another field that set's which tier/group should handle this ticket on creation. I want to be able to say things like: if ProblemType IS 1-Critical, set Tier to Tier2else set Tier to Tier1So a simple if/else structure. The second part of my question is - can i do if/elseif/else structures? Like the following:If field1 = X set fields1, fields2else if field1 = Y set fields1, fields3else if field1 = Z set fields2, fields3else set fields1, fields2, fields3Are either of these two use cases possible WITHOUT creating multiple rules?

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Contributor
7 years ago
M
Apprentice
mchristiansonApprentice
posted in Freshservice

Time: Best Practices

Note: This isnt a tip, but a question for the freshdesk users. Unfortunately the forums provided do not seem to provide a way to engage in an open ended discussion so I'll leave this up to the admins to decide the proper place for it."Time is the school in which we learn, Time is the fire in which we burn."- Delmore Schwartz 1938For many IT companies, TIME is a primary commodity. Help desk teams staff and cover hours, quantify growth needs by time spent, pay employees by the hours worked and of course charge clients for the time we spend. The trick has always been time reporting. In the old days you punched IN at work, you did the job functions and you punched OUT of work. Simple and easy, your time card merely recorded when you got there and when you left so the assumption was that time in between was doing your job. These days GETTING to work is one of the easy markers. At any time teams can be answering tickets based on phone calls, emails, chat etc... and how are we supposed to ke

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Community Debut
5 years ago
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Apprentice
jganApprentice
posted in Freshservice

Can't add attachments on Android app

I changed from the HTC One M8 to the Moto X Pure XT1575 and now I can't add attachments to replies with the Android app. When I click "Attachment" it just shows a blank menu and I can't select anything.

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J
Apprentice
7 years ago
B
Contributor
bedelmayerContributor
posted in Freshservice

Anyone using the CMDB for large numbers of assets?

My question is very straightforward: I'd like to know if anyone's using the FS CMDB to manage assets. If so, in any significant number of assets?I need about 2500 assets. That's $600/month or $7200/year.For less than $7200, I could buy a nice unlimited user license of a dedicated inventory tracking system like WASP Barcode Management. Ongoing service and licensing is a few hundred a year; under $500.So, given that information, is anyone using FreshService's CMDB to track assets, and what was the value add for you?Thanks much!

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C
Contributor
6 years ago
S
Contributor
sathyanarain.muralidharanContributor
posted in Freshservice

Freshservice User Group on LinkedIn

Hi all,We have created a new Freshservice User Group on LinkedIn. The goal is to meet, greet and exchange ideas with peers. Please join the group at https://www.linkedin.com/grp/home?gid=8352821.Thanks,Narain

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A
Contributor
7 years ago
E
Apprentice
ehynesApprentice
posted in Freshservice

VIPs

We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.

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E
Contributor
6 years ago
R
Apprentice
ratkinsApprentice
posted in Freshservice

Blank Dashboard Screen

Okay so my problem is that after logging in as an Agent, the Dashboard is blank (as displayed in the Attached picture). Refreshing the page or going to a different tab and clicking Dashboard again, still displays a blank dashboard.However, if I click the "View All" link in the right side pane under " New Announcement", then click the page back button in Microsoft Edge, the Dashboard loads just Fine.This only happens in Microsoft Edge Browser and works fine in Mozilla and IE.

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Community Debut
6 years ago
A
Apprentice
asmith_13026Apprentice
posted in Freshservice

Contacts Export File Question

Where are the exported files stored? I run the export and there is no pop up or file location reference.

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S
Contributor
7 years ago
R
Apprentice
raffi.bederianApprentice
posted in Freshservice

New Hire IT Request Subject Line

I'm seeing duplicate names appear in the subject line when submitting a new hire request.For example; new hire email subject line:"New Hire Managers Name"- On boarding request for "New Hire Managers Name". Ticket IDBefore it used to appear: "New Hire Managers Name" - On boarding request for "Employee Name" Ticket ID. As you can see above the new update makes it unproductive which checking email. Can this please be changed to the old subject example? 

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Community Debut
7 years ago
A
Apprentice
a.corneoApprentice
posted in Freshservice

Issue with Probe and its agents

Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?

1
A
Apprentice
6 years ago
R
Apprentice
rob_miglioreApprentice
posted in Freshservice

Integration with Datadog

What's the best way to integrate with datadoghq.com?  It supports webhooks to alert when a metric alert is triggered.  Ideally I would just be able to specify a webhook per agent group or something like that. Alternately, I can just give Datadog my Freshservice support mailbox to send the alert to and have it create an incident from there. 

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Apprentice
6 years ago
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Contributor
bradley.pallisterContributor
posted in Freshservice

How to customise what fields are shown in /helpdesk/tickets

We need to know how to show the "Type" field in the main tickets dashboard.  At the moment it just shows Agent, Status, and Priority.For us, Type would be more relevant.Value your thoughts...MT

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Contributor
7 years ago
T
Apprentice
thafoxrayApprentice
posted in Freshservice

Freshservice Discovery Agent

So I installed the Agent on 2 computers and noting appears in my Asset list. So I started to check the installation and it seems that there is a conf and settings file, but no information regarding the the account nor proxy is filled in. I am not sure how this agent could know what server to contact.

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Community Debut
6 years ago
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Apprentice
bruno.moutelApprentice
posted in Freshservice

forum

Bonjour,Comment peut-on désactiver l'affichage du forum.Merci

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B
Apprentice
7 years ago
R
Apprentice
reinierApprentice
posted in Freshservice

Email Notification to Customer (on Ticket Creation)

We've setup Freshservice to receive emails that are forwarded from the Support email box. So for all emails that are sent to the support email box they are forwarded automaticaly due to an email rule that was setup. Tickets will be created and the receipient is indeed the initial sender. All works great!What doesn't work is that the requester never receives an email notification that there is a ticket created although this is configured in the admin settings.Can you please help us out?

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Apprentice
6 years ago
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Contributor
charlie.hawardContributor
posted in Freshservice

Multiple Companies in Freshservice

I was wondering how you handle multiple incoming email addresses and replies to tickets etc? For example, we currently have a support@CompanyA.com email address set up and we now need to introduce support@CompanyB.comCan tickets be assigned automatically to the relevant Agent Groups?Once a ticket has been created, how do I control which address the replies come from? I don't want CompanyB contacts being emailed from support@CompanyA.comI was also wondering if anyone else out there has moved from having a single company in Freshservice to having multiple companies and how you found the migration process?

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Community Debut
7 years ago
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Apprentice
leandro.francaApprentice
posted in Freshservice

Filter tickets using last update date

Hi there,I would like to create a view to show all tickets which last update date is greater than 2 days ago.Is that possible?Thanks in advance,

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Contributor
7 years ago
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Contributor
iapruzzeseContributor
posted in Freshservice

After Hours Support

We are looking for a way to manage tickets that come in after hours or weekends.I wanted to see what others are doing to notify on call staff of tickets.One of my requirements is that it does not alert everyone, just the on call team, and that the alert is only generated off hours. I.E - I don't want to get an alert every time a ticket is created M-F between 8am -6pm.

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Contributor
7 years ago
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Contributor
matthew.popeContributor
posted in Freshservice

April fools

Go to your customisation page and add this CSS: .page { /* Safari */ -webkit-transform: rotate(-30deg); /* Firefox */ -moz-transform: rotate(-30deg); /* IE */ -ms-transform: rotate(-30deg); /* Opera */ -o-transform: rotate(-30deg); /* Internet Explorer */ filter: progid:DXImageTransform.Microsoft.BasicImage(rotation=1); } 

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E
Contributor
7 years ago
L
Apprentice
longApprentice
posted in Freshservice

Multilanguage in live chat

Hi, i would love to ask if live chat supports multi-language and how to use it?

1
S
Contributor
7 years ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Creating a Supervisor rule

I am trying to create a rule to send an email to a group when we escalate a ticket to them, for example:Service Desk carry out 1st and 2nd line investigation on the ticket.Ticket requires input from 3rd line (field based) agent.Service Desk assign the ticket to 3rd Line group.Group receives an email notifying them a ticket has been escalated.I have set this up in Supervisor with the condition that Group IS 3rd Line and the actions to send email to Group 3rd Line.I've just tested this with a ticket but not received an email yet. 

1
S
Contributor
7 years ago
H
Apprentice
hopethisgoesverywellApprentice
posted in Freshservice

Helpdesk consideration

Hi,I am considering my options regarding starting a service desk and I would like to ask how you differentiate from your competition.Another question I would like to get answered is related to your support. Do you offer 24/7 support, or 24h support on business days?Thank you in advance.Best regards,Harry

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V
Contributor
7 years ago
A
Apprentice
anastasiosApprentice
posted in Freshservice

Permanent or Workaround solution

I created a new solution and i was asked to choose if the solution is Permanent or Workaround. What's the difference?Thanks

1
S
Contributor
7 years ago
J
Apprentice
jmerwinApprentice
posted in Freshservice

Password Issues

I keep getting an error when trying to edit my agent profile about a password. I login with my google creditals.

1
S
Contributor
7 years ago

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