Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?
There is the option to send an email to the requester, or send an email to a specific email address, if certain conditions are met.How do you make this function work? As I have set this up in my workflows, and these custom emails are the only workflow actions that do not happen when they should.Has anyone else experienced this?
The screening and interview process vary for each job. As a result, you should be able to set up hiring processes specific to the job opening. Freshteam lets you do that and a lot more.But before we get into the nitty-gritty of hiring process, here are some details you need to keep in mind:There are 5 non-customizable stages in the hiring process: Sourcing, Screening, Interviews, Offer, and Hire, respectively. Each stage has a preset number of rounds that a candidate needs to clear before proceeding to the next stage. Apart from the preset rounds, you can add customized rounds under the Screening, Interview, and Offer stages. To set up your hiring process, - Go to the job to which you’d like to add the hiring process. Click on Hiring Workflow. - Click Manage Hiring Process.- In the pop-up that follows, Add custom rounds as necessary by clicking on the “+” icon next to the Screening, Interview, and Offer stages.- Type in the name of your round and also determine what skills you want t
Canned responses are typically the predefined responses for some of the commonly asked questions or scenarios. Instead of typing the same email over and over again, you can simply send these pre-typed emails instead.For instance, every time you schedule a Face to Face interview, you receive candidate emails asking about the interview panel and the office location. Instead of wasting your time typing the same email to every candidate, you can simply create a canned response.- Head to Settings and move to Canned responses > 'Add New'- Create the response for the entire team, or for yourself. - Type in your desired content. With Dynamic Placeholders, you do not have to manually edit the canned responses with details like candidate name, Office location, interviewer’s name and so on. - Hit Save, and you are good to go!
Hello,I am trying to create an automatic workflow for when I create a task assigned to a specific ticket. I only want an email to be sent to one person, and not everyone that is currently assigned to the specific group in which the ticket resides. For example, I have a ticket assigned to the Fleet group. I then add a task to that ticket, that is assigned to a specific person. Currently how things sit, the person the task was assigned directly to receives an email notification and additionally all the employees in the Fleet group also receive an email notification informing them of the task creation and assignment. I would like to only have the person the task was assigned to get an email, and not everyone from the group. In the Workflow Automator I cannot see where i can choose specific email notification rules once a task is assigned, which is where I had assumed I should try to place my workflow. Thanks.
Hi, i tried for a long time now, but i wasn't able to create a list of requested items in a certain period of time (from the service catalog) with the following fields:Req. Item name, Department, and very important: the time sheet associated (time spent)Somebody with the same need here ?Stefan
Hi,I believe you All know the Situation, when a User gets new Assets like Notebook, Smartphone and so on. At the moment we handle that in an my mind old fashioned way. When we sent out the assets to our user, we add an Handover Protocol with the hope that they will sign it and mail it back. But it allways not work and we always have to ask again and again to get it backNow I brainstorme since days how to handle it a smart and digital Flow, for making IT Asset handover in a better way than now.I would be interessed to know, how do you handle it in Freshservice ? Has anybody of you a good Process or Idea how to make full digital and easy for the user ?
Hi,I've tried editing the HTML for ticket templates but it never seems to keep all the styling.....For example in Visual Studio I created a very basic template:What I received in the email for a new ticket notifcation though was :In other tools like Spiceworks etc, copying basic html code from something like Visual Studio has worked flawlessly and the finished template is exactly what I designed.But the HTML in the Freshservice product just doesn't play ball....Has anyone had issues like this? Or can point me in the direction of a guide to how Freshservice HTML works in these ticket notifications?!Thanks,Scott.
Hi,I may be missing the option here but I would like to my Child tickets to inherit the Categories(including Sub Categories) from the Parent ticket when its closed. We are currently using the Ticket Closure Rule "All associated tasks should be completed" which almost makes the Parent - Child function useless if we also have to go in and assign categories for each of the child tickets before closing. Anyone else stuck in this situation?
Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva
Hello. New Freshservice user here. I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator. We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain. We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance. I don't see a way to do this currently. Does anyone have a workaround?Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket.Thanks in advance.
Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad
Apologies if this is the wrong place to ask as I'm quite new to Freshservice. I find the cusomization options quite handy to be able to set out the portal as I wish. What I can't find is anyway to customize the layout and page design of the Service Catalog Page beyond the "adjust which groups can see which service request" For example I'd like to add a text paragraph to the Service Catalog Page to explain things to our users, as well as limit the number / potentially remove the options from showing unless the user clicked the Categories on the left. I find it quite overwhelming when you click Service Catalog and all of a sudden there are hundreds of options all thrown in your face at once. Thanks! Scott.
On the v2 API for View Agent/All Agents, the response doesn't include the Agent ID, only the requester or user ID.The v1 API returns both. The ID = AgentID and user_id = their requester ID.Without knowing what the agent id is, I cannot query or update a specific ID.So I need to pull data using v1 and update using v2.
Part of our onboarding PowerShell script is an API v2 call to post a reply back to the ticket with the new hire's login information. This script had been working fine for the past few months and replies posted via API would also be sent to the Requester.At some point in the last few weeks however, requesters no longer receive a reply notification when the API post is made. We have not made any changes to our script.
For example, I created at ticket level a new custom numeric field called "estimation" and each time a time entry is saved I want to check if the sum of all entries exceeds the "estimation" field.If it does. Don't let you save the time entry.If it has to be developed, can you gime me more info on how to do it? because in this case it is not a custom app.
Hello,While testing the API I noticed that the credits get charged without extra data being yielded. Eg: /api/v2/changes?include=requester,statsThis charges the credits by 3 credits while nothing extra is being returned. It yields the same result as /api/v2/changes This also happens when calling the (none-public) problem API. /api/v2/problems?include=requester,statsI understand that this is easily bypassed by using the API properly, but I find it unfair that we get charged which these credits without getting any benefit from it.Kind regards,Gerben
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