I’m currently setting up a number of automation workflows with orchestration to automate some of our more repetitive requests. The first one I’m trying to tackle is creation of new Teams, with custom channels, members and owners. All is well so far with creating the Team itself, but we’re having trouble creating channels for the newly created Team. Creating the channel relies on the team_id, but from what I can see, there’s no way to get or call this variable. The ‘Get Team’ function relies on team_id as the input, but interesting also gives the id as the output. Does anyone know how I can call the team_id to use this as the input for ‘Create Channel’?
Hey,im using freskworks as our primary ticket-tool at the company.I customized my dashboard so that i can see if in new tickets are online.I also use the “Highlights” option, so that the scorecard is getting colored when more then x tickets are on.But, i can set it to “Warning if greater than 0”, wich means that the scorecard will getting highlighted when 1 tickets is matching. And it worked, but i cant save the setting, when i try to “update dashboard” i get “Error while updating dashboard”
Hopefully this is a simple answer. I did a search but found nothing helpful.We have a Freshservice form that we’ve set up for customers to fill in when requesting a new workspace be set up in an IT platform we use and there are a limited number of colour options available. We would like to include an image/screenshot of those options in the form so that we no longer get specific colour requests that we have to respond to, i.e. ‘Can we have it in Mint Green?’ No, but we can do just Green.I’ve looked at the form creator but can’t see an easy way of adding an image in. Is this possible? If so, could someone explain to me how I do it.
Good Afternoon.How can I create the following report:- Resolution percentage % by agent group per category of tickets in a category.Example:- Category name: "Operating System"- 12 tickets exist in this category- 6 tickets out of these 12 tickets were solved by Team ABS- this means 50% of the tickets in the operating system category were solved by ABS.Thanks for the support :)
Hello Team,I am a new user of Freshservice and I would like to know if there is a possibility to create a "Guest user" with the Azure AD Orch solution from a workflow ?I would like to request a dedicated service for the creation of Guest users in my company.Thank you in advance for your help.
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,
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.
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.
Currently we’re using Guru to document our IT-specific processes (internal team processes not meant to be seen by end-users). I’d like to transition all of our knowledge-base and process documentation to Freshservice Solutions, but I have one minor question. I know we can set the folder visibility, but I’d like to be able to create a category called “Internal Process Documentation” with folders inside that correspond to different types of documentation. If I do that, the “Internal Process Documentation” category will be visible in the portal even though the folders within are not. If we just stick the folders inside of another category we end up mixing our internal stuff with the “General” category or something like that, and it gets messy. Is it possible now or will it ever be possible to hide categories so we don’t need to combine visible and invisible folders in the same category? Thanks!
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.
Is there any way to customize agents' permissions so that they only have access to specific contacts?In our case, it's about a partner who should only see the tickets of a certain group of customers. However, since all contacts are displayed to this, this is a high security risk with regard to data protection laws. Is there a way to get around this risk?
I’m looking for a way to reject tickets from specified requestors, specifically shared email accounts in our organization. I’m aware that I could do this via automation, but I’ve noticed that under Admin > Requesters I see that there is a category for Blocked requestors. I’m having trouble finding information on what exactly it means for a requester to be blocked, or even how to mark a requester as blocked. Any info or insight would be very much appreciated! Blocked Requestors category
Has anyone figured out how to restrict certain teams from opening Standard Changes when their development/deployment workflow doesn’t check our boxes for it yet? It would be cool if a Business Rule for Forms would allow us to do this, but I only see the opportunity to hide the Change Type field as a whole.
Hi All,I’m new to Freshservice and I have been trying to get a full end to end workflow to do automatic release deployment based on the change management window.I can get the release to deploy if I login as an agent and just change the status and trigger an event, but ideally I want it all to be automated and have it triggered based on the change window condition = true. What I’m hoping to achieve, not sure if this is possible:Change request is created Change request is approved, planned start date = Mon 2:00pm (example) A release is mapped to change request above A scheduler is looking for changes meeting the condition above Change condition (planned start date) = Mon 2:00pm Change event triggers a release deployment Release has an automation webhook to post to an api Deploys release Api returns response Closes ticket and sends a notification to the operator that the change was a successAny help would be greatly appreciated.
Hello: I was wondering if anyone had links to their portal to share examples of new or innovative things they have done on their portal. Maybe examples could include:Anything creative or innovative Health-check tools/ideas Single Pane of Glass for I.T. (monitoring, some form of reporting, etc.)I’m new to Freshservice and looking to see what people have done before.Thanks.Brandon
Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?
I am new to Fresh Service and whilst I like the concept I am struggling with a lack of basic functionality (or lack of knowledge). As an example when setting up a test I ran an asset scan on some old kit which worked fine. Now that piece of kit has been removed I am left with 600 legacy pieces of software, unique to that machine that I want to remove. There is no facility to bulk delete software other than going through FS Support who request a list of the software so they can remove it. No facilty to export a lit of software so I jump onto Reporting. Cannot for the life of me find a way to report a list of software items which are not installed on any assets, in fact I cannot even work out how to list the software database.I appreciate this is a cloud service but what is really letting it down for me is the lack as I said in my first line of basic functionality and over complicated reporting.We are still in proof of concept and at this stage I cannot justify extending and may be force
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