Is there a way to stop Vendors from Auto populating in the Vendor List based on Software?
It appears that Vendors are created in the vendor list, based on software that is pulled in from a PC via the agent. Is there a way to prevent this from happening? Is there any efficient way to get these all removed from the vendor list?
Anyone using FreshService for tracking repairs of devices in inventory along with the parts for repair?
I work in a K12 school district, we have thousands of chromebooks and I’d like to start syncing our chromebook fleet from Google Admin Console to FreshService’s Inventory module so we can better track their lifecycle, status, and repairs. I’m going to custom script this, because I’m not a fan of the app that can sync devices from FreshService.Is anyone doing something like this? Ideally I would like to have a service request item that we can link to the chromebook being repaired, indicate the repair needed, link that to an item in inventory where we keep a qty/count of those items and what company they belong to (We operate in MSP mode, as we support multiple school districts).I would need to figure out the workflow for how the service requests get put in from the end-user side along with the workflow on the side of our technicians, showing the status of where it’s at in the repair process, and what parts were used to fix it and consume those parts from the inventory in FreshService.I’
Freshservice (Internal) to Freshservice (Partner) Integration
The company I work for uses Freshservice, one of our service providers has also recently moved to Freshservice. Are there integrations of recommended approaches to integrating the two instances?We want to be able to transfer (some) tickets from our platform to the providers. If transfers are not possible, any recommend approaches in Sync’ing tickets between the two platforms?
Service Catalog Lookup
I’m looking for suggestions on how to handle a lookup.I’m creating a workflow for a user to request opening a new position in the company. Their manager, CEO and CFO must approve the request before sending to HR to process the request.I currently have a Service Catalog item setup that requestsBusiness Justification, Manager, Department, Role, Status (Full/Parttime), Type (Employee/Contractor)I have a custom object table that lists all roles within a department I would like on the form, when a user selects department to just show the roles defined for that department based on this custom object table. Is this possible?
Updates to Filters on Tickets Page
Is anyone else completely disappointed with the recent updates to Filters on the Tickets page? I went from a 1 click, super efficient process to quickly view my different groups and ticket sorting scenarios, to 3+ clicks to view the same data/pages. Sounds like nothing, but it is a horrible change that creates a less efficient way to work, in my opinion.Please bring back the old functionality or give us the option to select.
Trouble triggering workflow automator on requested item change and description change
I’m trying to set up a few workflow automations that trigger when a Service Request description is changed and when a Requested item is changed.There doesn’t seem to be an event for when an existing Requested item is changed:No option for “Requested Item is updated”Note, this seems to work for New requested items.Same issue for Service Request description. The Service Request is updated event also doesn’t pick up on changes in a Service Request description:This doesn’t trigger when a Service Request’s description is updatedChanging this description doesn’t trigger the “Service Request is updated” eventIs there any way to trigger a workflow automation for these two cases or are they unsupported? Thank you
Priority Matrix- New Customer HELP!
Hi all,I'm rolling out Fresh Service and loving it! I'm trying to create a simple, intuitive and easy to use service portal for my customers to submit incidents. Originally I was not going to expose impact/urgency and only offer the end user to select a priority, however, in looking at the priority matrix it's pretty cool! Hopefully it can help in determining true priority by exposing this to the end users.This brings up a few questions... I think just listing Impact/Urgency to an end user is not effective as they'll not really understand this in terms of ITIL speak. So I Was going to list Urgency as "how soon do you need this resolved" and could use some help in how to turn "impact" into an english phrase that my end users would understand.Lastly... is there a way to remap high/medium/low to real world terms? I'd love to change urgency from high/mid/low to something like very ugrent, somewhat urgent, not urgent etc... same for impact...Thanks,Robert
Remote or "hybrid" workers
I keep seeing a lot written about better supporting remote or “hybrid” workers (who work both in the office and away from it). Just wondering what the key changes IT support teams have made to better serve these employees are (and how this maps to all the advice being given). Thanks :)
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 :)
7 paw-some traits you didn’t know about Freddy AI
Freddy AI empower your agents with intelligent recommendations and frees up their valuable time.Here are some of it’s ‘PAW-some’ traits that you should know:1. It is NLU-trained smooth talker2. It is a thank you detector3. It gives 24*7 instant support to boost employee productivity4. It is pre-trained and can automate tasks5. It is an agent in disguise6. It is just a chat away to provide instant support7. It values your timeFreddy is every IT Agent's BEST FRIEND!
How do i get a percentage for first time response in the last month of created tickets
Hi So this is a mix of how do i do this but also what i have created is causing a mixed result. I felt i had created an easy percentage result but from checking further it looks incorrect. I wanted toget a percentage From tickets raised last month Show tickets from ‘ Tickets within first response SLA’I believe this was correct but when i compared with first response sla violated there is basically a gap of 21% because it should tally up to 100% because you either hit the first response or don’t. The widget filter is below along with the metric used. This one is specific for incidents. Am i missing something
When is the 'Ticket Updated' event triggered in an automation workflow?
I have a workflow where the event is when a Ticket is Created or Updated.It is triggered if I go into the portal and change the status. It is not triggered if something within the workflow changes the status (understandable).I wanted to be able to trigger the update from within the workflow, so I initially tried using a webhook to update the ticket via the API. Whilst it triggers as expected when I’m testing from within the workflow, when I raise a ticket that works through the workflow, the webhook does update the ticket, but this update does not trigger the update workflow. I got around this by invoking a PowerShell command which updates the ticket (similar to the one I made available here: PowerShell Module for FreshService API).I have also noticed that adding a tag (via the portal or API) does not trigger the update workflow either.So my questions are:Is there a reason that an update via the webhook does not trigger the ‘Update’ workflow? What fields being changed (besides status)
Assigning Manager to Azure user at onboarding?
When onboarding our users to Azure (With Azure Orchestration) one, among other things, that are requiered in the form is Reporting Manager. We’ve now tried to get the Reporting manager assigned to the manager field (with App action Assign Manager) on the user in Azure, but it fails. The System Message when I check the log is: “Resource 'FirstnameLastname<firstname.lastname@example.org>' does not exist or one of its queried reference-property objects are not present” Anyone know how we could get this to work? ThanksMatt
Set Departments visibility in Service Requests as well as for Incident
Hi Freshworks community,I need your help.My customer wants to assign Departments for each open service request to calculate cost centers.Below is an example:If I am anManager and belong to multiple departments (HR and IT) I can open an Incident and in the Deparment field I can select which Department I am making the request for.The same thing the customer would want for Service Requests, e.g., for which department do you want to request a new Laptop?The problem is that in the Service Request form if I create the Lookup Department field the requester can choose from all the departments in the company and not just from the two they are part of (HR and IT).As you can see despite the fact the requester is assigned only to HR e IT Departments he can raise a service request even for Customer Support.How can I limit the visibility to only the departments he is a part of as is the case in the Incident form?Please help meThanks in advanceHave a great day
Auto-suggest knowledgebase articles while creation of ticket
We all know how frustrating it can be when users raise tickets for obvious issues that can be solved by restarting their computer? Well, not anymore!Freshservice automatically suggests articles from the knowledgebase even when the user is typing out his ticket details.
Onboarding with checklists and "external" stakeholders.
Hello everyone, I’m curious how you work with the onboarding module. How do send tasks to stakeholder that doesn't working in Freshservice as an agent? Like facilityHow do you work with checklists? Have any how to use them to control the progress? TIADaniel
API V2 Feedback
I've been trying to use the V2 API for data extraction, and wanted to provide some feedback. First, it's great that you've increased the ticket page count to 100 - it results in far fewer calls.Problems/Frustrations I've had:1) no time entry detail in V2, which I've mentioned in direct support ticket, but would like to reiterate that I feel this is an important feature considering how important time is. It's not enough to have integration with accounting software, as the direct time entry detail is important for operational reports and I'd rather be getting this directly from the system of record. Can I suggest that you add an API method to retrieve all time entries with their parent ticket id, with paging of 100 at a time, and a filter on created or updated date? The v1 API allowed requests for time entries if given a ticket ID, and this requires an API call per ticket, which was/is very inefficient. 2) ticket lists return merged tickets (children) with no discernable way to identify
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