Hi everyone, I just want to know (if its possible. If not, maybe implement this) if its possible to list all question+reply from requesters on CSAT (satisfaction survey) inside the analytics reports. This will be useful to “coach” agents or implement new options/suggestions made by requesters or fix lacs in our IT departments. I will need: Survey question Survey reply made by requesters Group By departement Maybe in a huge tab, we can have: departments, survey rating and also include the requester name and ticket ID. Everything in the table without needed to expand the view (underlying datas) and click 9999 times on the next arrow to see next pages. I see in the underlying data that we can choose “Associated survey short text response”. Why not implement this in the report directly like a lot of things. Thanks in advance and let me know if you know you to achieve that**SO SORRY for my english, I’m french.***
We keep our ticket categories alphabetized. There is a bug in freshservice that if we add an additional category and save it, it puts it in whatever order it wants.In order to get it like we want it, we have to delete all of our categories out, save it, and re-paste all of the categories back in and save it again.Please fix this.
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.
Page load times for our company have gotten increasingly worse over time. Sometimes it can take 40+ seconds for a ticket to fully load and to become responsive to even the most basic actions.We have been stuck waiting for a fix for quite some time and we are wondering if anyone else is noticing the same thing?
I am trying to setup a webhook for Continuum to post its ticket updates. They sent me the following about the payload they send and how they send it to the webhook:We are passing the Content-Type as “application/x-www-form-urlencoded” in POST request.Body of the HTTP message sent to the server as a long query string -- name/value pairs are separated by the ampersand (&), and names are separated from values by the equals symbol (=). Header:- Content-Type: application/x-www-form-urlencoded Sample body:- action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456 For GET there will be not body part, so no Content-Type. We will call the callback url and the data will be append to the url Eg:- http://mycallbackurl?action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456How can I configure the webhook to work with this?Thanks,
One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)
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?
How do you treat the candidacy of a person with a history of interview no-show with the same company?
What happens when a candidate with a history of interview no show re-apply at your company? Would you treat that as a lack of professionalism and mark them ineligible or give them the benefit of the doubt?Your feedback would be helpful!
Has anyone come up with a clever way to receive large files (bigger than the 15 mb file size limit) via the helpdesk? We get that we can use the dropbox but asking a particular group of our customers that often send large files to then sign into another application isn't an option for us at the moment. We would also prefer not to resort to e-mail for these files. Looking for suggestions. Thanks!
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 just writing something on end-user/employee experience and - as an aside - I wondered if Community members have any interesting success stories to share with others that will help them to also improve things in their organizations.Please drop your helpful suggestions in as a response. Thanks.
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?
HiiI am using freshdesk sdk in my app.My question is can I access certain FAQs article from certain button from my app.Basically I am trying to put little question mark buttons all over my application and when clicked user will redirect to exact FAQ article related to the topic where the button was
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?
When a user clicks on the satisfaction rating icons, the resulting window is far from perfect. Our normal colors are these: Besides this, the remark 'wish you were a little more happy' is really inappropriate and should be removed. Could be replaced with the existing comments entered in the admin module, 'just okay'.
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