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!
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’
Adding Distribution Groups to an Automator Email To Action
I am tinking in our change management board and attempting to trigger an email to a distribution group in Exchange. Some of the people are agents, some of them are not. I’ve tested the distro and made sure it is accessible from outside of our org, but when I type in the address in the action, it just disappears.
I'm new to FreshService and I have a fwe questions about Asset Management: 1. Is it posible to change to change the fields that are shown in the Assets View? Now only the "standard" fields are visible. 2. Is it possible to add an external firm as "Managed by" in an asset? We have hardware that is managed by external firms, so it would be interesting that we could save this inormation with the asset. Now only an agent name can be chosen. Thanks, Tanja
Hiding the name of the assigned Agent for Requester?
Hi,Has anyone managed to hide the name of the assigned agents for the requester in the portal and ticket views? We would like to avoid that the Requester take direct contact with the assigned Agent as that disturbs operations. Possible by a setting or by configuring the portal html and css?
When a task is updated create service request
Hello, Does anyone have an idea on how I can potentially create a service request upon a task being marked as completed? Or, “lock” related child tickets until one is marked as complete?Use case: The main Service request placed is a bundle. In the bundle, the first “related ticket” is “Create One Page” which has a task. When the task is marked as complete, I would only then like the agent to be able to work on the next related ticket in the bundle. Is there a way to either create a new service request that could be then linked to the main request after task is marked as completed, OR is there a way to “lock”/restrict the other related child tickets until the first “Create One Page” related child ticket is completed?I’ll attach more precisely what I am referring to with the service request related child tickets in case it helps.
Random white space in tickets?
Hi everyone,I have noticed an interesting behaviour with our tickets and I was wondering if anybody is experiencing the same.Since the release of the new ticket view last month, I have found tickets with loads of white space in the description. Like, the line spaces get tripled and quadrupled. Our primary source for tickets is email but I think this only happens when a ticket gets edited, as the newly raised tickets look normal.Is this happening to anybody else or is this an “us”-issue?Happy Monday :)Alisa
Removing CC on replies still sends to the CC
Is there any information anywhere on the behaviours of CC and BCC on tickets. You are given the option to remove an individual user or clear the whole CC box but doing any of these still sends the agents responded to the user you removed/cleared in the CC box. To me this is wrong and if you explicitly remove a CC it means you don't want them to receive the response for whatever reason much like an email this could prove very costly and the response should only go to visible addresses on the agent's reply. If the requested then reads the CC then yes it should reappear. If this is by design then you should not be able to remove the addresses in the CC box.Is anyone else aware of this as I've been using Fresh service for 3 years and I was unaware of this?
Expression to check agent group membership
Hi,I have a need to set up a condition in a work flow that checks if the requester of a ticket is member of specific Agent group. I haven’t found any standard way of doing this so I have tried with api calls and expression builder but without success.I’m using a web request to get the group details and a json parser node to structure the output. But how can I use the Expression builder to check if the ticket requester is member of the group or not? Anyone managed to do such a check?The web request returns an array or numbers for the group members which I assume is part of the problem.
Freshservice - find knowledge article from incident page
Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester.
Department Ticket Queue and Personal Queue
Hi There,I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal.For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets.On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear.Thank you in advance for your help
Track Meraki Licenses in CMDB
Do you, and if so, how?Here's what I came up with:* Create an Access Point CI for each device (e.g. MR24), recording its serial number* Create a Software CI (I created sub category called "Cloud Application") for each cloud controller license, recording the license key and acquisition date* Create a Software License Contract recording the adjusted coterminous expiry date, total license spend and license countNow, add each Software CI to the contract as a covered asset.Attach each software license to the access point it covers (I used a "Managed By" relationship).Maybe I'm overthinking it, but curious if anyone has a better way to track these. I suppose you could track the APs as leased hardware, but that's not quite how Meraki works.
Unable to Fetch Requested For details in Get API requests
Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva
Data on Requester Search Queries from Support Portal
I am looking for a way to see what Requesters search for in our Freshservice support portal. Does anyone have a way of seeing this information? Even if we could get something like the the top 10 searched items/terms in the support portal would be awesome. This would let us identify what to focus on to meet requester demand.We use Google Analytics but I don’t see any data related to what is entered into the search field. Any help would be greatly appreciated.Thank you 😊
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.
Forwarding emails from a private inbox to your support portal
This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.Anyone else having same problems?
Orchestration - Get team_id
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’?
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