Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.
There are instances where our supervisor may need to create a recurring ticket or an item where technicians need instructions that are entered into Solutions. Currently, the only way to add a solution to a ticket is to use the "Reply" feature and Add a Solution / Canned Response.If the supervisor is creating a ticket for a tech and wants to attach a Solution (viewable to Techs only) to the request, there is currently no option other than to use the "Attachments" button.We imported all of our internal documentation into Solutions with the idea that we may be able to use them in this way, rather than keeping them offsite and "attach" them to a ticket.
Hi am trying to authenticate with freshservice so that I can create an integration between Podio and FreshService. I have already created my web hook in podio, now I am trying to see about authenticating to Freshservice. Is there some kind of nuget package I can install into .net that will assist me along the way?
To me it seems like the Change module should get some attention. We use this module a lot, but I see the following problems with it: You can edit a change after approval Thats right, if an agent creates a change and the CAB board approves it, the agent can edit the change and the CAB board will not be informed or have to approve the edit - the change remains approved Changes stay open after approval If I filter changes on Approved and Open right now in our solution, I get 210 changes. These changes should be status=Closed and I cannot bulk change these - this is only possible with tickets. These are major issues for us.
What are some of the best practices to follow while interviewing a candidate? While resumes can tell a lot about an employee’s career achievements, is that all that matters the most while selecting a candidate? Should we place importance on punctuality and ‘the firm handshake’? How do you know if the candidate is a team player? Are they an individual contributor or a potential leader? How do we identify these while interviewing?
The crowded cities and long commutes are all screaming for remote jobs.For employers, it’s also true that ‘the best’ person for the job doesn’t always live within a 30-kilometer radius. Then, there are workspace constraints, companies that want to give their employees a quality life by allowing them the comfort of their homes, and firms that want to hire the best talent there is, to simply stay ahead in the business game. The remote workers in the US are expected to account for three-quarters of the workforce by 2020, according to a survey by Zinc.In this conversation, Rodolphe talks about the best practices in recruiting for remote jobs and working on remote jobs. Rodolphe shares insights from building and working with the Remotive.io community, and his years of remote working.
Does anyone know if its possible to get some type of report that details changes to solutions and new solutions? I am looking for a way to easily inform our agents of any changes to current solutions or new solutions added over a time period? This would be useful as this will keep them up to speed with any procedure changes and useful new solutions etc in blocks rather than informing them on every change.
I'm leveraging the PagerDuty integration to send SMS notifications to my team. The integration works great to create incidents that I can configure for custom notification schedules. I've set up Dispatch'r rules that send to PagerDuty on Incident Creation and Incident Closure. Here's my problem: The communication to PagerDuty isn't anything other than "create incident". If the ticket is updated in any way in FreshService, such as moved to a different Status, Priority, or even reclassified as a Service Request, PagerDuty doesn't get notified. Conversely if I acknowledge the incident in PD, FreshService doesn't get that update at all. Is there something I'm missing or is this the best there is?
After a recent update to Freshservice there have been some unfortunate UI design changes. When adding a note to a ticket you have to choose between public or private notes. This used to be a switch but has now been changed to a drop down box selection. Why change it from something easy and fast to something that requires multiple clicks? This is annoying and bad UI design in our opinion. Is it possible to change this back or is it just by-design in the current version?
Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please. Is there a way?
Hi all, I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system. They use fingerprint readers, so I'm not really issuing any particular asset. The database has no limitation of users to add, so I'm not sure if this should be registered as a CI? Thoughts?
Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем" look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!
We utilise ticket creation via email forwarding and forward all of our support inbox email to freshservice. A number of "notification" emails (ie. backup notifications, or subscription emails etc.) are also forwarded. We have marked these as spam messages and blocked the sender from within the freshservice interface - this works very well for not creating tickets from these sources, however when an email such as this is forwarded we still receive notification on iOS devices that a new ticket has been created from the email. After logging into the system, there is no ticket created and the request has been blocked as expected. The only issue here is the annoying notification. It appears that the notification is being created before checking if the message/requester is blocked or spam. The only solution I can see is to stop forwarding certain messages, but this makes our email forwarding rules quite messy when the requests are already being marked as spam quite effectively by freshserv
Hi, this is more of an issue rather than a feature request, simply because it's inconsistent for admins and end users. If you embed a fairly large picture, for example a screenshot into a knowledgebase article, the picture get scaled so much it's unreadable on the portal for end users. The picture appears fine on servicedesk for the admin who embeds it. Either the picture needs to be full resolution, or they need to be clickable where it expands to a less scaled or full resolution version of the image.
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