Sometimes it’s the most unexpected things that make us smile most. In terms of your use of Freshservice, is there something - no matter how small - that makes you smile more than anything else? Please let me know via a reply and hopefully you can be introducing others to great things that they might not know exist in Freshservice.
Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: firstname.lastname@example.org for customer 1 and 2 when they recieve a activation link. And email@example.com for customer 3 and 4. kind regards, a
I could not find any feature in Freshteam that allows us to record and track employee´s coaching sessions. I would like to be able to record into the employee profile notes about their coaching sessions such as conference recording links ( Gotomeeting, for example), areas of improvement needed, developed skills and so on. Any help is highly appreciated.
Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.
Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.
I am trying to setup my company’s onboarding process within Freshservice. One issue I have found is the lack of involvement of other Stakeholders in the Freshservice module. My company has four stakeholders not including the employee (who isn’t involved in our process). I would like for the reporting manager to select items, then depending on what is selected an automated email be sent out to the stakeholders notifying them of this. I would like to know if anyone has found a creative workaround for this and has successfully involved more stakeholders in the process. Freshservice team, we need more stakeholders!Thank you.
I have seen a number of discussions around adding software to a user that has not been scanned. This is a great tool. What I would like to know if it is possible to have a template, or bulk add to a user. We have a number of CALS, and user based licenses that are no scanned. There are approx 9 that have to be added to every user manually. What would be ideal would be if there could be a user creation temple that also included a set of standard software assignments.ThanksDamian
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?
By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?
Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :)
Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket? Our old system would key off a string in the subject line. FreshService seems to work differently.
freshservice email notifications and responses to tickets are not being sent to internal requesters or agents
We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.
I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.
I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet?
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According to the latest report on ITSM in 2021 and beyond, when asked what the main area their service desk would be focusing on in 2021, the largest proportion of respondents specified they will be focusing on automation of processes, tasks, and ticket handling. Some of the biggest trends are around Chatbots and Virtual Agents, as specified by 44% of respondents, and self-service, as specified by 42% of respondents.This clearly indicates that a service management solution for the modern enterprise needs to be intuitive, intelligent, and extensible. It needs to deliver an end-to-end consumer-grade employee experience and automate tasks and embed artificial intelligence into the entire service delivery process thereby helping IT agents take on more complex higher-value work. It also needs to be extensible and power integrations and workflows at an enterprise scale to deliver efficiency and quick returns.Freshservice is an intelligent, right-sized service management solution for the mod
I’d like to set up an automation to change the status of a ticket or SR when it is submitted.Is there a way to look at the custom fields in the ticket or specific text to trigger a status change?For example, There is a dropdown selection in ALL of our Service Requests that reads ‘Is an ITSM ticket required?’ with choices of ‘Yes’ and ‘No’. If the automation sees specific text (in this case ‘Is an ITSM ticket required?: Yes’) then the workflow is triggered.
Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.
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