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#WinwithMarketplace : Freshservice

18 days ago

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Employee Experience

Employee Experience

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mannsFeatured Influencer

asked in Freshservice

What's the one thing your IT service desk does differently?

Often we don’t know that what we do is different or even special. It made me wonder what other IT service desks might be doing that others should adopt too (or at least consider whether it would help their operations).So, what is your IT service desk’s differentiator, USP, or simply a little piece of genius that makes things better? It could be multiple things and don’t worry if it’s not unique, it still might be something that others would love to be doing/using too.Please share as a response. Thanks.

11 months ago

mannsFeatured Influencer

posted in Freshservice

MarkoContributor

asked in Freshservice

Freshservice - Translating custom objects on portal? / Localization

Hi,Doing some final touches on our portal and it is related to languages. How do you handle the localization of custom additions to your front end portal?I’ve created some custom cards, and it looks like the translation .yml-s I uploaded do not affect them. Our primary language is Danish, with supported English, Norwegian, and Swedish.I’ve tried setting up a custom Javascript translator for the objects but I can only get it to respond to the browser language, so this means e.g. I can have a Danish user with their browser in English, which makes their custom objects English, and the general portal language to be Danish:So in my case I am looking for a way to read the current language set for Freshservice via Javascript, so I can run my translator on that rather than the “navigator.userLanguage || navigator.language”, if any of you know how to get that it would also be super helpful :)

11 months ago

dwoods11

asked in Freshservice

Auto Time Tracking On Ticket View

We have moved from ServiceNow to Freshservice. One thing that used to happen in ServiceNow is when an agent is viewing a ticket it would automatically track time spent. You could also track time by adding it manually.I have looked at the Auto Timer app but it will track the time from one status to whatever status we select to stop the timer, not really when a user is viewing the ticket.Appreciate any input.

11 months ago

m.riederContributor

asked in Freshservice

Workflow action “Requested Item added is” is not triggered on new ticket

We would like to set up some workflows to have an approval when certain Service Items are requested.The event to trigger the workflow when someone requests the item “new Mailbox” that I tried to use is “Requested Item added is”.Now we got aware that this workflow is only triggered when the item is added manually by an agent to the service request, not when the ticket is created in the first place, even though the same “item added” entry is displayed in the Activities log.This is really confusing, and I would therefore suggest changing the name of event and the respective activity log entry, to make clear that the first log entry stands for an item added by the service request and the second one for a manually added item.In addition, which events should I use in the workflow Automator to trigger the workflow in both cases, when the item is requested by an Service Request or when the item is added manually by an agent?Regards,Matthias

11 months ago

raymondcanilaoSkilled Expert

asked in Freshservice

Mandatory field in Requestor Fields

I wanted the 'Last Name' not mandatory and 'Title' as mandatory, I already modified the field properties as shown below: However, when adding a requestor, it's not reflecting. Like Lastname should not be mandatory but the title instead. Am I doing something wrong? Please advise.

11 months ago

m.riederContributor

asked in Freshservice

“These events can be performed by” setting in workflow Automator events

Could someone please explain to me when exactly the “These events can be performed by” setting for a Workflow Automator event takes effect?We tried to set up a workflow when a service request is raised. The workflow should be triggered only when an agent creates the request. Therefore, we have set the option “These events can be performed by Agent” > “Any”. When I now create a new service request as an agent user, the workflow is not triggered.When I change the setting to “These events can be performed by Requester” the workflow is triggered also for agent users.I have not found a convenient method to get the desired result with conditions.Kind regards,Matthias

11 months ago

raymondcanilaoSkilled Expert

asked in Freshservice

SLA exclude during Lunch breaks

Hello, is there a way to exclude lunch break for response / resolution time?

11 months ago

jerand

posted in Freshservice

Duplicate Entries Caused by SaaS Mgmt and Discover Probe/Agent

Recently, we’re exploring SaaS management as it offers the ability to monitor our usage, licenses, etc. but we run into an issue of duplicate entries when we deployed Discovery Agent as well. According to Freshworks, this is an expected behaviour but we felt it doesn’t make any sense. This creates unnecessary admin overhead considering that the solution offered is for us to monitor and delete them manually. We’re expecting that both features should work seamlessly and shouldn’t create unnecessary work. Did anyone here run into the same or similar problem? How did you solve it - while waiting for Freshworks to address this?

11 months ago

KHarrisonApprentice

asked in Freshservice

Creating HR forms on Freshservice

HiWe are looking into using Freshservice for our customers to be able to complete a variety of HR forms on Freshservice that will go to either or both our pay and HR team. An example would be an Overtime claim form but Freshservice shows an error that field already exists because you cannot duplicate field names ie If someone works a variety of days you cannot put the Date Field more than once or hours worked. The form is currently on an excel sheet and has a table for customer to complete but we would like the opportunity to have this on Freshservice. I understand that there is no Tabular feature availble on FS yet. Does anyone have any advice?

11 months ago

zachary.kingSkilled Expert

posted in Freshservice

How do you manage Context Switching while working in a support role?

I find myself actually spending a lot of time setting up my workflow to maximize efficiency. Which seems counter-intuitive initially but has allowed me to increase my productivity once it is in place. One area that I still struggle is the element of context switching, or bouncing back and forth between different software.So I’m curious...what suggestions does anyone have to improve this component of productivity and efficiency? Especially in the realm of utilizing Freshworks products and integrations.

1 year ago

mannsFeatured Influencer

posted in Freshservice

Recognizing the hard work of IT support staff

I went to the Service Desk Institute (SDI) 2022 Awards ceremony earlier this week (it was coincidentally sponsored by Freshworks) and was “in-person” for the first time since 2019. It reminded me how much the IT industry has missed the public recognition of IT support personnel (both individuals and teams) at events like this.So how do you recognize the achievements of IT support staff in your organization? All responses welcome, even if only to state that you wish you had a suitable mechanism in place.Hopefully we can learn some great employee recognition tips from each other :)

1 year ago

mannsFeatured Influencer

posted in Freshservice

What's your IT service desk's key metric?

Which of the likely many IT support performance metrics you get from Freshservice do you consider most important for managing and improving IT service desk operations and outcomes?Please let me and others know as a response :)

1 year ago

ShivaApprentice

asked in Freshservice

validation error while creating api ticket

Dear team Getting below validation error while creating ticket from api v2 I have added all mandatory fields but still same Can anyone please check and advice { "description": "Validation failed", "errors": [ { "field": "lsungsversion", "message": "It should be of type String", "code": "missing_field" } ]}

1 year ago

mannsFeatured Influencer

posted in Freshservice

ITSM Capabilities and Digital Transformation Success

Have you ever stopped to think about how your ITSM capabilities either help or hinder your organization’s digital transformation success?While we have to be cognizant that “correlation does not imply causation,” it’s interesting to see (from survey data analysis) that:“The ITSM capabilities with low levels of adoption for the organisations that “have struggled” with digital transformation are:Service configuration management (48% versus 82% for those with success) Service design (53% versus 82%) Service catalogue/self-service (63% versus 84%) Continual improvement (64% versus 85%)”Have you experienced something similar? Where an ITSM capability or capabilities has made a significant difference to your corporate digital transformation efforts (positive or negative)?Please let me and others know as a response...

1 year ago

NezekiSkilled Expert

asked in Freshservice

Bug? Additional Items in Contract aren't presented in Software view

Hey,I need some help with sorting out our software workflow, and I think we’ve stumbled upon a bug. Whenever a new software contract is created, we can add service items and cost details no problem, but it seems like Freshservice is only using the information from the top row. If I add an item with 1 unit, that 1 unit will show up in the related Software license list. If I then add another Item, and additional units, those do not get added to the software license list. In the first screenshot, it should translate to 1 license in the Software view, and the screenshot below should translate to 3 licenses in the software view - right? Unfortunately, it’s still only showing 1 license available. When we change the top row to 3 though, that data is sent and in the software license view we can see 3 licenses.I’m assuming this is a bug since it can obviously receive the number from the top row but not from additional rows. It also works to add separate contracts, but that’s a whole othe

1 year ago

IJRApprentice

posted in Freshservice

Freshservice directing ads to users via the Support Portal

We recently noticed that when our users submit tickets via the Support portal, they are now getting pop-up Freshservice advertisements like the one below. According to Freshservice support there’s no way to disable the ads. Does anyone else find targeting users with ads inappropriate?

1 year ago

JulieApprentice

posted in Freshservice

Freshservice - Reporting on the tickets not resolved by the initial group

One of the targets we are trying to improve is the resolved at first contact however, I need to report on the tickets that are being reassigned to other groups including the subject, who assigned it and the date, I can't seem to find a way to do it, does anyone have a solution?

1 year ago

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

1 year ago

freddddContributor

asked in Freshservice

Why 2 e-mails (mail for new comment and then mail for resolved) when I solved a ticket ?

Hi everyone, I may find some help here :)When agents have solved a ticket, they set the ticket as “resolved”Then requester receive an e-mail with the proposed solution (Event : Agents add a comment to ticket is played)Then a 2nd e-mail CSAT to approve or refuse the solution (Event: Agent solves the ticket is played) I don’t know why Agent add comment event is played.It should be only Agent solves the ticket, right ?What am I doing wrong ? Svāgata !

1 year ago

freddddContributor

asked in Freshservice

CSAT sent with the resolution e-mail to approve or refuse solution. Automator not working

Hi there !Maybe I’ll find a solution here.So, here is my problem.I could you use the ‘requester has replied to the ticket’ to reopen the ticket but what I want is that user approve or deny the solution of the ticket, that’s why I’m using CSAT.CSAT is automatically with e-mail notification ‘Agent has resolved the ticket’Requester receive the e-mail : Does the proposed solution solve your problem?Yes, it’s ok (score 10)No, I’m still having the problem. I want this ticket to be reopened (Score -10) I made the automator below but it’s not working as expected.This automator is set to read the CSAT answer (negative CSAT score should reopen the ticket and war the agent)But it’s not working.Actually, I can’t see this event in the ticket activities.The ticket remains “solved”, that is not working. What am I doing wrong ? Svāgata :)

1 year ago

AlefreSkilled Expert

asked in Freshservice

Add CC to "Send Email" Workflow Automation Action

Hi all!I’m looking for advice in the use-case of “adding To and CC in the same email”. I’m sure that a custom app probably would solve this, but I’m looking for a more out-of-the-box feature as it belongs in the system rather than a custom code. --The way we solved it at first were to add two actions (separated for the purpose of below screenshot), first sent an email to the requester (1) and second sent to all CC’d users (2). The customer then returned with the ask of combining these two into one email where Requester and CC are separated (as they should be) in the email.The recipients of the CC email got confused as they were addressed as “to” instead of CC without proper relevance or context. I totally get that!1: 2: Being curious and problem-solving I also tried to solve this using API - which highlighted another finding.By using Postman in a GET I’m returned with all CC’s as email addresses:{ "ticket": { "cc_emails": [ "alexander.fredriksson@synerity.se"

1 year ago

lorraine.davisContributor

posted in Freshservice

Add Plain Text to a service catalogue item

I am designing a service request and need to add a couple of paragraphs of text. I have tried to include one as the Field label for a paragraph text, but there is too much and it cuts off. Have I overlooked the option somewhere for this as I can't believe other people don't put prompts or little guidance notes on their forms.My online chat helper seems to have gone awol for the last 45 minutes so thought I'd post here.

1 year ago

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