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’
Sync note in child ticket to parent ticket
I’ve been trying to construct a workflow where a note in the child ticket is automatically added to the parent ticket. This workflow no long seems to be working: https://support.freshdesk.com/en/support/solutions/articles/50000001089-automate-parent-child-ticketing-workflowsI can’t find ‘association type’ anywhere and when trying to add an action i can only choose ‘ on this ticket’ or ‘on child tickets’. Can anyone help me figure this out?
Apps and tools
Hello everyone, I just like to share a smal addon our devs have created.It’s a addon for Chrome and Edge or other chromium based browsers that can install addons from Google webstore. It’s QoL addon, adds /edit when you open a workflow automation.Changes the size of few fields as well. Makes it easier to read. https://chrome.google.com/webstore/detail/freshservice-automation-t/hgbnbhlmljjnchfcpihajfjkfeelaeol
IS an activation email mandatory?
Hi all, when I create a contact in Freshservice an activation email is send per default. Users have to confirm that this is their email.We work not with a person as a contact but a branch office. Most of them have no unique email address. What I do is a generate a fake email address because this is mandatory.They can not validate the address because … I do not have to explain. 😂Are they able to see their tickets in our front-end without an confirmed email (login) address?If not is there a solution for this?I am grateful for all solutions.Eric
WFA event trigger based on "Merge"?
Hi,I’m trying to find a way to automatically mark tickets that have been closed by a merge action so that I can use this in analytics etc. to filter on. I guess adding a Tag or having a custom field for this would work but how should I best achieve this by automation?Anyone have a well working solution for that to share?
Can a new ticket inherit the contact's tags?
Hi -We really need to track for each customer the edition/version of our product that they use, when their SLA is up (to determine their support status), etc. Our preference would be to have custom fields to track this info at the customer level. I understand from other questions that this feature may be under development, but no more info is available.In the meantime, is there any way to have a new ticket inherit the tags from the contact record? I can;t see how to do it in the automations, but maybe there is a way I am not seeing?This would be a workaround to being able to set up custom fields for contacts and/or customers.Thanks
Time: Best Practices
Note: This isnt a tip, but a question for the freshdesk users. Unfortunately the forums provided do not seem to provide a way to engage in an open ended discussion so I'll leave this up to the admins to decide the proper place for it."Time is the school in which we learn, Time is the fire in which we burn."- Delmore Schwartz 1938For many IT companies, TIME is a primary commodity. Help desk teams staff and cover hours, quantify growth needs by time spent, pay employees by the hours worked and of course charge clients for the time we spend. The trick has always been time reporting. In the old days you punched IN at work, you did the job functions and you punched OUT of work. Simple and easy, your time card merely recorded when you got there and when you left so the assumption was that time in between was doing your job. These days GETTING to work is one of the easy markers. At any time teams can be answering tickets based on phone calls, emails, chat etc... and how are we supposed to ke
Auto Assignment of new tickets
Hello all,We are testing the product freshservice, and would like it to send an email to either and individual or a distribution list when a new ticket is created. So far, it will not send any notification until you go into the ticket and assign to a group. Is there some way to modify this so each ticket will send an email upon creation? Thanks.
E-mail support replies creating new tickets
Our company would like to use both the web portal and offer e-mail based support. Mail is being forwarded from our own support e-mail box to our freshService support e-mail address and creating tickets. Here's the problem. Say the customer e-mails individual B directly and CC's support, when Individual B replies to all, including the support e-mail, a new ticket is then created in Fresh Service. Is there any way around this? We would like to append the reply to the existing ticket. Thanks for any suggestions.
restricting knowledgebase articles to certain people within one customer
I support one customer and there are approx. 50 employees with access to the service desk/knowledgebase. I would like to be able to restrict access to certain knowledgebase articles to certain groups of people. Can I do that? if so how?
Support for release versions
We currently use a limited set of features from JIRA but are finding that the cost is starting to outweigh the benefit.Freshdesk looks like a better balance but there is one thing I can't see: the ability to set up release versions for a software product.For example if a customer raises an issue it's raised against a particular version of a product, and we also designate it to a particular fix version. This way we can easily see what issues affect a particular version and what issues are outstanding for the next release.Is there a workflow for this in Freshdesk? Bear in mind these versions vary from product to product.
Creating a Supervisor rule
I am trying to create a rule to send an email to a group when we escalate a ticket to them, for example:Service Desk carry out 1st and 2nd line investigation on the ticket.Ticket requires input from 3rd line (field based) agent.Service Desk assign the ticket to 3rd Line group.Group receives an email notifying them a ticket has been escalated.I have set this up in Supervisor with the condition that Group IS 3rd Line and the actions to send email to Group 3rd Line.I've just tested this with a ticket but not received an email yet.
Freshdesk as a Purchase Order tracker
Good afternoonI've been looking to improve our internal purchase order systems to something more trackable than the current manual spreadsheet system. I'm looking at a couple of hosted systems, but it crossed my mind that Freshdesk may be able to do this for me. We already use it for support and are very happy with it.Has anyone used it as an purchase order tracker or something similar and if so, could you give me some tips on how you've set it up to work.Cheers,Michael Plant
Canned responses in Freshservice help you save time by creating stock replies to tickets. While replying to tickets, the agent can choose to quickly reply with a canned response.Look for the canned response icon in reply to ticket view as shown below.It brings up the list of canned responses you have already created.Select the desired canned response and hit send.BONUS TIP:Next to the canned responses icon, you see a knowledgebase icon. Click on that to bring up your solution articles. You can choose to reply to the ticket with a specific solution article.It works the same way as canned response. We have gone one step ahead and let the agent choose if he wants to just send the solution link or the solution content to the user.
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