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19 days ago

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Employee Experience

Employee Experience

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mannsFeatured Influencer

posted in Freshservice

How good are your ITSM processes/practices?

One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management. How are you doing in respect of the following processes? Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3% Incident Management 17.1% 67.1% 13.2% 1.3% 0.0% 1.3% Self-service 8.0% 25.3% 42.7% 14.7% 5.3% 4.0% Problem Management 9.2% 38.2% 34.2% 10.5% 6.6% 1.3% Event Management 12.2% 33.8

1 year ago

SmartPApprentice

asked in Freshservice

Asset Location from Used By Location

I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance

10 months ago

crob568Apprentice

asked in Freshservice

Alert Profile for Meraki Dashboard API/Webhook

I am currently facing an issue getting Meraki Webhooks to connect to an alert management profile that I have created. I imported a sample JSON alert from Meraki so that I could map alert fields, and I am using the “Endpoint URL” and “Auth Header” fields from FreshService in the “URL” and “Shared Secret” fields respectively in the Meraki Dashboard: Meraki Webhook Entry FieldsI have tried: setting the shared secret to “auth-key XXX” that you get from clicking Copy from Auth Header, copying the entire Header including “Authorization: auth-key XXX”, and finally removing “Authorization: auth-key” and just using the long string that comes after. All attempts to test the webhook with the above testing tool fail. Leaving the profile in place does not seem to generate alerts, which I already receive via email so I know they should be coming in. I would appreciate any input or advice you have, and thanks for reading through!

11 months ago

Scott GContributor

asked in Freshservice

Project Management

I am using Freshservice Project management. Creating the tasks and subtasks work okay. When I try to use the drag and drop for Finish to Start or extend a tasks time in GANTT view, more often than not, the project management page will lock up. Eventually the browser returns the error message ‘This page is not responding left for a while. It comes back eventually. It seems to take a long while for a simple change. Other times, the page will return to an unhappy face and must be closed and reopened.Any feedback much appreciated.Using MS Edge or Firefox - happens in both

1 year ago

HEMAL SHAHApprentice

asked in Freshservice

How to migrate entire tickets with history from Jira to Freshservice ?

Can any one share step by step guide for migration from Jira to Freshservice with entire tickets and history, without any third party tool.Your solutions will be highly appreciated.

18 days ago

katyanickApprentice

asked in Freshservice

Hi there I questions I need to get answered.

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.

1 year ago

BewitchingmakerTop Contributor

posted in Freshservice

Change Calendar Management

Has anyone else had any experience with the change calendar that can offer advice? I just updated the change calendar with maintenance blackouts for the remainder of 2021 and all of 2022. I see why many people want to use integrated calendars as the one inside of FreshService leaves a lot to be desired.I had to do the work twice because it did not work the way I anticipated (or the way the support staff indicated it should). I asked what time zone items were displayed in ahead of time and was told the Helpdesk > Rebranding time zone setting drove the calendar.Our use case-We have several groups across the world that have different maintenance windows and blackout periods. We would like the calendar to show in the time zone of the person viewing it, but it links to the time zone of the person entering it. Need to be able to filter to a time frame and keep that view, but each action returns to default week at glace view. I would like monthly to be my default but my ops manager likes

10 months ago

SchoolGuyApprentice

asked in Freshservice

Yearly hardware inventory

What is the best practice for doing a yearly hardware inventory? We are a public school district with about 6000 endpoints and id like to do a summer audit. We currently use the google connector for adding chrome devices and a combo of probe and agent for windows devices.

1 year ago

Jason3DRApprentice

posted in Freshservice

I cannot get any email sent to new users or agents

We are testing freshservice for first time, email regarding ticket responses goes just fine, but I cannot get any email sent to new users or agents when they are added. Also cannot get reply emails regarding the online academy training login either. Any suggestions, our email is through G-Suite.

1 year ago

mannsFeatured Influencer

posted in Freshservice

Sharing Freshservice's Self-Service Capabilities Outside of IT

If your IT self-service capabilities are working well, then you might want to consider extending them to other business functions (whether you wish to call it enterprise service management, digital transformation, or simply business improvement). A recent Freshworks survey found that 44% of organizations currently do this, with the top self-service sharing use cases:Human resources (HR) – 30% (this is 68% of the organizations that have shared their IT self-service capabilities) Finance – 20% Facilities – 19% Security – 17% Business operations – 15% Customer service – 13% Procurement – 12% Legal – 12% Sales and marketing – 12% (this is 27% of the organizations that have shared their IT self-service capabilities)Have you done similar? If so what did you learn that would help others? Please let us know these helpful nuggets as a response.

1 year ago

LuisQApprentice

asked in Freshteam

Time Off - Is it possible to break down the day into hours?

Hello to all Freshpersons.As I see it, Freshteam only allows to insert leaves of 1 Day or half a day.We need, URGENT, that Freshteam to have this feature, doesn’t make sense not having this option!!! Regards to you all and be happy

1 year ago

BewitchingmakerTop Contributor

asked in Freshservice

Create Ticket from workflow

Is it possible to use the workflow to create a ticket (not a child ticket) based on a specific category? We have a unique business case (less than 5% of workload) where a group is outside of the service desk process and operates independently of the expense workflow we normally use. In our BBMR team gets a service request and based on the explicit category D365 Expenses we would like to create a separate ticket for our HR team. We do not want to use tasks because of the notifications. If I can turn off task notifications for individuals in a team I would consider it. We do not want to use Child tickets because we need it to behave completely separate from the original request.

1 year ago

jcpApprentice

asked in Freshservice

pratsSkilled Expert

published in Freshservice

Workflow of the Week - Session 7- Active Directory Onboarding using Orchestration, Custom Objects and Liquid Placeholders.

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks.Ever wonder what a workflow that leverages the full power of the automator looks like 🤔❓Here's one that combines Orchestration apps, Custom Objects, Liquid Filters, Web Request and JSON parser node 🤝 Explore all the Automator nodes in this session 🧐⚙️ MS Active Directory Orch app - To perform actions in AD.⚙️ Custom Objects - To store Org Unit mappings and reference them in the onboarding flow.⚙️ Liquid Filters - To narrow in on a unique user name for the employee being onboarded.⚙️ Web Request and JSON Parser - To generate a strong password for the newly created user account. To view other posts in the series, search for #WorkflowoftheWeek

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1 year ago

raymondcanilaoSkilled Expert

asked in Freshservice

Service Request is Change - Workflow also should be updated

Hello, Just want to ask on how to deal with changing the service item for created SR tickets? is there a way to edit an service item even if already summited? like for example, user mistakenly selected the service item A instead of service item B. is there also a way to enable/trigger the workflow created assuming service item A and B has different process or approval maintained? I noticed that i can edit the summited SR however, workflow for the approval mail is not working. I’m guessing becasue I only have this SR is raised event. I’m thinking to add more criteria here:

1 year ago

Stefan.RollTop Contributor

asked in Freshservice

Web Request in Workflow, waiting for Web Request Response

Hi all,with the new Web-Request Node, in the Workflow-Automater, i create a Api-Call.While testing, everything seems to be ok, i get response and data from the call. Now the Automater is active, and is triggered when a new Ticket is created butin the Ticket Activities the Automater stops at: Waiting for Event Web Request Response.Are there some Waiting Limits?Someone any idea?Thanks,Stefan

1 year ago

sebybjoseph143Apprentice

posted in Freshservice

Customize end-user portal - Show service items as one column without truncation of title and description

Hello All, I recently came across a use-case where a customer wanted to display their service items in the service catalog as a single column without the title and description of the service items being truncated.Before and after images are attached to this post. The code snippets are given below: STYLESHEET: Paste the below snippet in Admin → Helpdesk rebranding → Portal customization → Stylesheet.#catalog-list-page #catalog-list-container #catalog-list-items #list-items .catalog-item{min-width: 900px;} JQUERY: Paste the below snippet in Page Layout<script>jQuery(document).on('PageUpdate NewContent', function() {jQuery('#list-items').children('a').each(function () {var itemInfo = jQuery(this).children('div.catalog-item-info'); // "this" is the current element in the loopvar shortTitle = jQuery(itemInfo).children('h4');var shortDesc = jQuery(itemInfo).children('p');var itemFullInfo = jQuery(this).children('div.service-item-tooltip'); // "this" is the current element in the loo

5 months ago

MitchellCApprentice

asked in Freshservice

Change Success

Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris

1 year ago

chacubosApprentice

asked in Freshservice

Scatter Plot in Analytics

Hi everyone! Is it possible to create a scatter plot in freshservice analytics which will show number of concerns resolved within a certain days (resolved within 1 day, 2days, 3 days …….)

1 year ago

Chris SevenigApprentice

asked in Freshservice

Firstname only in Agent Reply Template gives also Lastname in Reply

Hello, We have made a really simple Agent Reply Template saying that when we choose to reply on a ticket, there will be automatically the text: Hallo {{ticket.requester.firstname}},BUT sometimes;when we hit Reply, it does starts with Hallo {{ticket.requester.firstname}},{{ticket.requester.lastname}}So, sometimes it adds the requesters Lastname.Anf that while it is jnot configured to appear in the template.Anyone any idea?Lookin forward to hear from you.With kind Regards,Chris

3 months ago

rashmi.nagCommunity Manager

published in Freshservice

2021 Gartner® Magic Quadrant™ for ITSM Tools | Freshworks named the only CHALLENGER

Gartner® has once again recognized Freshworks' IT service management platform, Freshservice, in the 2021 Gartner® Magic Quadrant™ for IT Service Management Tools Report.According to Gartner, "by 2022, 90% of organizations will invest in an ITSM tool without first factoring in their maturity, and as a result, fail to obtain the ROI." We believe investing in a right-sized solution is the key to realize value from the investment. We are elated to announce that Freshworks has emerged as the only ‘Challenger’ having the fastest year-over-year growth and ranked top in the Ability to Execute axis.The report covers a market overview of the ITSM industry, vendor strengths and cautions, and how Gartner analysts evaluate and position Freshworks and other service providers.The report provides answers to the following questions: What are the Gartner analyst views on the current ITSM ecosystem? How equipped are current vendors in addressing the evolving needs of today's ITSM? What are the crit

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1 year ago

mannsFeatured Influencer

posted in Freshservice

Comparing you ITSM tools, old and new

If you’re participating in this Community, then there’s a good chance that you’re now using a Freshworks solution. If it’s Freshservice, I was wondering what you like most about it versus your old ITSM tool. This can be one or many points.There’s also likely something(s) about your old ITSM tool that you liked and now miss. What’s this? It’s worth calling these out too, if only to see if they can work their way into the Freshservice roadmap.Please share you your ITSM tool experiences by commenting as a response. Thanks :)

1 year ago

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