We want to have a service catalog item call Password Reset, requesters would simply select that item, their name and application they need a password reset for. The problem is that it generates an email to their manager for approval. We are looking for way to stop sending that approval process. Any ideas?
Hi!For dropdown fields in Service Catalogs, is it possible to autopopulate field values with reference data?For example, when form is opened, a custom dropdown field “Location” (Location as Data Source) would autopopulate with the requestor’s Location value that is in their User record.Additionally, can default values be given to variables?Thanks!
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
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 :)
Hello,I’d like to have a custom objects where i can define approvers for different service items. So far that’s no biggie, but for some items i would need approval from a set person but for others from the reporting manager of the requester. Can this be done via custom objects or I have to build that logic into the workflow?thank you
A teacher turned technology leader.A CIO who once aspired to be a film maker.A one-man IT support to Vice President of IT.Meet The Change Makers, proud customers of Freshservice, who challenged the status quo and flipped the switch on their ITSM strategy to improve the perception of IT, enhance stakeholders' experience of technology, and delight end-users.Presented as a set of 9 stories and 5 podcast episodes, the series captures the trials, tribulations, and triumphs of 9 IT leaders. You'll hear tales ranging from - reversing 12 long years of technology stagnation to how an accidental IT analyst made it to the highest echelons of IT management.Catch the stories on changemakers.freshworks.com/storiesListen to the podcast on https://changemakers.freshworks.com/podcast
I’m using Fresh Service and I’ve noticed some behaviors in the Changes area that’s causing me problems. The default view, “New & My Open Changes” has the filter of agents = “me” or “unassigned”, created in the last 6 months and a status of “Open”. The problem is that when people come into the Changes area no records are found in this default view because in our environment changes do not stay in the status of “open” very long, but people think of “open” as any change that is not closed. I would like the ability to add statues to this default view but I can’t. I can’t change the default view that people land on. Has anyone else struggled with this behavior and how have you found a solution for it? Thanks!
There’s a lot of helpful stuff freely available out there but I appreciate that, especially when quality is brought in, not everything that’s needed can be found.So, which topics do you still need help with? Please let me and others know as a response to this post. Thanks :)
While communities such as this are great for getting advice on how to do technical things with Freshworks products, what about when you want “operational” guidance on something like the structure of a priority matrix or what a suitable first-contact resolution (FCR) target would be?Would you ask for help here too or would you seek advice from elsewhere? If so, where else would you look? Please let me know and share your helpful sources as a response. Thanks :)
We are currently using an automated email system set up so that when a technician assigns a ticket to themselves, it emails the requester a canned response saying that the ticket has been assigned. Is there any way that I can have FreshService register this as a response for the purposes of the “response SLA”?
I am currently looking for a solution to bulk update ticket with a blank field under the field “Departments”. It seems that the current way the ticket page is setup that there is no way to just view these tickets. I would like all these tickets to use the department that the requester has, as I bulk updated users recently and would like it to show for previous tickets. I have already created a workflow to perform this update after updating the category to a fill in category that will be deleted later. I have about 700 tickets with no department and do not mind going page by page 30 at a time, but I cannot view just these tickets. My current closest view is closed tickets and that presents about 5000. The tickets are also older than 30 days. Any suggestions would be welcomed.
So you’ve implemented an IT self-service portal but how well is it doing?These stats from a recent survey with Freshworks show that:18% of organizations don’t measure IT self-service portal usage 41% of organizations use quantitative measures such as usage volumes 21% of organizations use immediate qualitative measures such as employee feedback on transactions 18% of organizations use periodical qualitative measures such as generic employee feedbackI’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk).So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others.
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.
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