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Employee Experience

1573 Topics

bfhytd
Apprentice
bfhytdApprentice
posted in Freshservice

issues where they lose their resolution project

any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t

1
sanofar.allahpichai
Community Debut
1 year ago
J
Apprentice
jjcxvApprentice
asked in Freshservice

Widget setup help please!

Hi there, first time poster so please be kind!I am looking to setup widgets for each of my Agents which shows the amount of tickets (and percentage as a whole) the have closed in the last 30 days, the average time taken to close tickets, and any SLA breaches they may have incurred.  Any help will be much appreciated. Thanks!

1
lindsey.chegwidden
Apprentice
1 year ago
rishidhar
Apprentice
rishidharApprentice
asked in Freshservice

Webhook re-try behaviour

Is there a documented behavior for webhooks if the endpoint that is called returns a unsuccessful 500 status code? Is there built-in re-try functionality?

1
sanofar.allahpichai
Community Debut
1 year ago
mentos_blue
Apprentice
mentos_blueApprentice
asked in Freshservice

Background color / image - Self Service Portal

Good day, how to change the top background image in Self Service Portal? I mean in my example the purple colored background.Thank you very much for your help.  

1
checho79
Community Debut
1 year ago
cyeslyn
Apprentice
cyeslynApprentice
asked in Freshservice

Removing a location label under asset management

Hello,We have realized that we no longer need a child location for asset location. I have relabeled all of the assets with the correct parent location. I have checked over 10 times by creating reports to see if there are any assets reflecting the old location, and the report reflects that none of the assets have the old location label.How can I go about removing the unwanted location label? Thank you in advance for any help you can provide. 

1
M
Contributor
1 year ago
I
Contributor
idonnaContributor
posted in Freshservice

Save/Publish Inconsistencies Across Freshservice

I have mentioned this in the past and it’s worth repeating. It’s not necessary a “Feature Request”. It’s more a request to fix the UI.The Save/Publish functionality in Solutions should mimic the dropdown menu in Service Items. Aside from the Save/Publish two step being a bad design, it is prone to errors. Agents click Save and naturally assume their changes are published. In order to publish, there is an entirely different button forcing one to perform more steps than necessary or just completely forget to publish and what should be a live article is hidden because Save defaults to Draft mode.Canned Réponses have a completely different design. Update. That’s it.So three different ways tells me that the different developers are doing things differently and not following (or having) a single Human Interface Guidelines to go by.and 

1
Murali Mano
Community Debut
1 year ago
caygri
Skilled Expert
caygriSkilled Expert
asked in Freshservice

freshservice it’s for me?

Hello, freshservice it’s for me? Small web agency 

1
rashmi.nag
1 year ago
P
Apprentice
Pchacon82Apprentice
asked in Freshservice

Skip closed ticket notifications

In the Workflow Automator, there is an action to skip new email notifications.  Is there a way to skip closed email notifications?  

7
eliataylor
Community Debut
1 month ago
GlennA
Contributor
GlennAContributor
asked in Freshservice

Why are these "What's new" articles not published in this Community???

 

4
GlennA
Contributor
1 year ago
Theappideas
Theappideas
posted in Freshservice

35 Best On Demand Service Apps

In this present time, On Demand Service Apps are highly in demand as through this online platform. Customers can directly install and use the services by just some clicks. And business owner can directly connect with the user and provide them on-demand service when customers need.

0
Theappideas
1 year ago
M
Apprentice
Mgauvin24Apprentice
asked in Freshservice

What kind of Canned Response have you used to promote your Self Service Portal?

Hello,I am about rolled out our new Self Service Portal in a couple of weeks and I was wondering what others Freshservice users used as a Canned response to let employees know that their ticket can be done through the new self service portal?

3
mravila
Community Debut
1 year ago
G
Contributor
grayesonContributor
asked in Freshservice

#8280678 Freshservice account has disappeared from our organisation account

Reposting ticket here in hopes of actually getting a response and hopefully a solution: 

2
rajagopal.baladhandayutham
1 year ago
E
Apprentice
ewgnickpApprentice
asked in Freshservice

User cannot log in - "not a member"

I’ve been having issues attempting to get SAML working with Azure.  I’ve got past initial problems with SAML assertions and responses and am now getting “<test user> an error cannot be logged in as this user is not part of this organization”.  The user is present in Azure and the application is set to not require assignment.  It’s driving me nuts.  Any ideas, please?

1
sanofar.allahpichai
Community Debut
1 year ago
J
Apprentice
jyatesApprentice
asked in Freshservice

Employee Onboarding - Group View of Available Items

I am looking for a way to group the available service request items together on the hiring managers view in Employee Onboarding.  We offer a lot of hardware and software options to all of our new hires so when the hiring manager goes in to select the service items they need they are presented with a super long list of all items from the various Onboarding Kits that were setup in alphabetical order.  There is no grouping based on the kit or even the type of service request (hardware vs software).  It would be super helpful if they were presented a list of each Onboarding Kit, then could expand that kit and pick the items they need from each kit.  I have put in a feature request with support but without enough interest from other users I’m not too sure if it will ever be implemented.Has anyone else ran into this issue?  If so, any tips or tricks to help with the organization?

3
zachary.king
Skilled Expert
5 months ago
D
Apprentice
DamianCApprentice
asked in Freshservice

New UI; SLA reorder option gone?

Hi All,Anyone else missing the SLA reorder button since this went live? Old UI: New UI: 

2
mmccoy
Skilled Expert
1 year ago
SanaSiddiqui
Skilled Expert
SanaSiddiquiSkilled Expert
published in Freshteam

Tips for recruiters and workers on remote jobs – Rodolphe DutelBlog

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.

90
SanaSiddiqui
Skilled Expert
1 year ago
SanaSiddiqui
Skilled Expert
SanaSiddiquiSkilled Expert
published in Freshteam

30 HR metrics and formulas every HR should knowBlog

HR metrics push you to set clear and measurable goals, measure progress/results, and improvise on them. They back your opinions, ideas and strategies in the meeting rooms, and never let you down.In this blog, we cover four categories of HR metrics:Hiring process optimization metrics Employee turnover metrics Employee Referral program metrics Candidate experience metricsRead More...

270
SanaSiddiqui
Skilled Expert
1 year ago
P
Skilled Expert
patricksawyerSkilled Expert
posted in Freshservice

Header and Global Navigation

The new header and navigator look great, until I have the look at the whole giant bar.  Is there a way to get the compact bar on all screensizes?

6
P
Skilled Expert
1 year ago
M
Apprentice
Mgauvin24Apprentice
asked in Freshservice

Employee onboarding reminders

Hello,For the Employee onboarding tool, I notice that you have go in and manually send out reminders each day if someone hasn’t responded to the “Employee Onboarding Request”. Did anyone else find this issue? if so, what did you do as a work around? 

3
P
Skilled Expert
1 year ago
kjstech
Apprentice
kjstechApprentice
asked in Freshservice

New ticket status added - waiting for vendor - How to mark that this is still considered an open ticket?

I added a new ticket status called Waiting for Vendor.  I also added a field for agents called Vendor ticket number.  If we have to open a ticket with a vendor to help resolve the problem that was submitted in to us, we can change the status to waiting for vendor and if we have a ticket number we can key it in the vendor ticket number field. The only problem is that when the ticket is in this new custom status, it does not think its open anymore.  When your on the All Unresolved Tickets screen, the tickets in this status do not show.  Technically they are not resolved because we are still waiting for a vendor.  Some vendors can take a long time, weeks or months, and we could easily forget about these tickets if they are not in view.  Tickets in this status do not show up in My Open and Pending tickets either.How can we program custom ticket status fields to still signal to the system that its an open ticket?

2
kjstech
Apprentice
1 year ago
G
Apprentice
Graeme DoyleApprentice
posted in Freshservice

Projects Module - Limitation with Editing and Saving Changes

There seems to be a very serious limitation with the Projects module in Freshservice. Essentially, you have a ONE TIME opportunity to enter the name of a task or sub-task because if you make a mistake, you can’t save any rename edits - a “pen” icon is there that allows you to type in a new name, but there is no “save” option to apply the change.As well, there is no ability to re-order tasks or insert new tasks between existing tasks. So you better get everything right the first time!Freshservice, why is this such a glaring shortcoming of the module? It essential makes it useless...unless I am missing something here.

1
G
Apprentice
1 year ago
P
Contributor
prithi.pillayContributor
posted in Freshservice

Asset Auditing

As part of out operation requirements we are required to undertake asset audits.In the past this was easy as majority of assets were located in a office. With many users working from home, this is proving to be a time consuming task.We tested sending out a form where staff submitted the asset details and we did a comparison against what we had in asset register. This was a very manual, labour intensive process, and as things are constantly changing (Eg. users are returning/taking other assets, its a moving target)We are wondering how other organisations carry out this task? 

1
A
Community Debut
1 year ago
S
Apprentice
sbangerterApprentice
asked in Freshservice

Topics that appear in the search but not in one of the sections on the landing page

When I create a new topic, it is automatically applied to one of the blue boxes on my landing page, as shown below. Is there a way to add a topic that can be found in the search results but does not appear under one of the blue boxes?

0
S
Apprentice
1 year ago
S
Apprentice
support_MExTApprentice
asked in Freshservice

User can change Requester (field) when creating new ticket

Hi,We are new to freshservice and are still configuring all our needs before major roll-out. Few users have access to test some features. So this problem occurred that an user could change the requester field (is normally automatically filled in with the logged in user, field ID = ‘ticket_requester_email’) and could create a ticket for someone else. We don’t want this option and want to disable the field. If they want to someone else up to date they should use the ‘CC’ field. I have searched and saw that few people changed the portal and I hoped this was also possible for the ticket form. (or is it possible in the admin page, but I didn’t find it) Asked the same question in freshdesk community (my bad)

2
sandernelen
Community Debut
2 months ago
P
Apprentice
pfmoraesApprentice
asked in Freshservice

Workflow automator: create multiple tasks based on request input

Hello everyone, I am relatively new to building workflow automation and I am wondering what is the best way to create an automation for the following scenario. When submitting a request via a specific catalog item, requester is required to answer “yes” or “no” to 3 different questions. For each question answered, I want a task to be created when the answer is “yes”.  Following is a screen shot of how I set it up on ticket automator: I would like to know if there is an easier way to accomplish the same results? Thank you,

1
D
Community Debut
1 year ago

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