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Employee Experience

Employee Experience

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lochy.wraggContributor

posted in Freshservice

API for listing all changes issue

Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.

2 years ago

mannsFeatured Influencer

asked in Freshservice

ITOM Software?

Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.

1 month ago

tony.sApprentice

asked in Freshservice

Can end users have the same search experience like our agents?

Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.

3 days ago

meptingContributor

posted in Freshservice

Private Note Switches to Public Note

***Warning***Don't INSTALL the app called "Clone Ticket"Clone Ticket This app helps agents duplicate a Service Request in Freshservice at the touch of a button.If copying HTML or hyperlinks into a private note it will convert the private note into a public note!

2 years ago

mannsFeatured Influencer

posted in Freshservice

SanaSiddiquiSkilled Expert

published in Freshteam

Tips for recruiters and workers on remote jobs – Rodolphe DutelBlog

The crowded cities and long commutes are all screaming for remote jobs.For employers, it’s also true that ‘the best’ person for the job doesn’t always live within a 30-kilometer radius. Then, there are workspace constraints, companies that want to give their employees a quality life by allowing them the comfort of their homes, and firms that want to hire the best talent there is, to simply stay ahead in the business game. The remote workers in the US are expected to account for three-quarters of the workforce by 2020, according to a survey by Zinc.In this conversation, Rodolphe talks about the best practices in recruiting for remote jobs and working on remote jobs. Rodolphe shares insights from building and working with the Remotive.io community, and his years of remote working.

1 year ago

AnushaCommunity Manager

published in Freshservice

Help us help you manage critical incidents - A survey for members on Starter & Growth plans

Do you have all you need to provide uninterrupted business services to your customers? We are keen to solve your unique operational challenges as a Starter or Growth customer, and that's why your opinion is important to us. Please answer this short survey to help us understand how you escalate incidents during holidays and off hours. Take the survey now!

4 months ago

deeptimay.routrayApprentice

posted in Freshservice

Navigating to exact FAQs

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

6 years ago

scott_11305Apprentice

posted in Freshservice

FRESH SERVICE PROBE FOR ESX Fails authenication

I can SSH into the server w/ root + creds. I put those same things into a device scan and nothing. The port 22 firewall is open in/out on the ESXi box. This is VERY important because it carries all the actual hardware details, instead of a hypervisor "hardware" scan.Please advise. Google has nothing and if this product wants to be taken seriously it needs to be able to scan

5 years ago

msmollarApprentice

posted in Freshservice

Adding New Employees to Building Security System?

Hi all, I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system. They use fingerprint readers, so I'm not really issuing any particular asset. The database has no limitation of users to add, so I'm not sure if this should be registered as a CI? Thoughts?

4 years ago

raj.dhanjalApprentice

posted in Freshservice

Single Sign On (SSO) failure due to recent Windows Update

Hello AllFirst time post on here, hoping someone can help.Following Windows update to our server (Windows Server 2016) last week, we are unable to logon to Fresh Service. We have not been able to use the service since Friday. We are an organisation who like to stay updated with security updates. None of our other systems or applications have been affected, just Fresh Service. Our Fresh Service support person is saying it is due to Microsoft KB4340556 .NET.We attempted to roll back but that broken the server. Had to restore from a backup. Has anyone else experienced this?

3 years ago

hannes.vorholzApprentice

posted in Freshservice

Dispatch'r not working with Service Request (Ticket)

Hello, we are currently trying to auto-create a change using a sevice request. (by the way this would be a nice build in funktion) Therefore i created a dispatch rule which triggers a webhook (new change) when the ticket subject or description contains my special tag. The rule executes fine if I create an Incident,as Agent, but not if the ticket is raised via a Service Cataog - Service Request (which also creates a ticket) any suggestions. For us it is essential to initiate Kind of "standard changes" by requestors via the Support Portal (as Service Request it would be Ok)

4 years ago

admin_16062Apprentice

posted in Freshservice

Pass company ID in ticket API?

When you create a ticket with the FreshService API, is there a way to open a ticket for a specific company ID? I've tried passing the ID with both company_id and department_id but it never opens the ticket or creates the customer under the proper company.

3 years ago

chris.footApprentice

posted in Freshservice

SSL Revoked

The SSL behind our helpdesk had just been revoked so we can no longer access our helpdesk at all. Can this be fixed urgently please

3 years ago

chris.mcpartlandApprentice

posted in Freshservice

User Guide Documentation by Version

Hi I have just joined a company who are using Freshservice Blossom. Is there any user guide documentation specific to Blossom? Thanks

5 years ago

mike_13264Apprentice

posted in Freshservice

Unicode in usermames

Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем" look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!

5 years ago

hughmclApprentice

posted in Freshservice

API Issues with ticket creation

I've been working on a ticket creation script in perl. I have had it partially working where it will create a very basic ticket. However tonight when I've been working on it, it appears that no matter what I do, I'm getting 500 server errors. I've commented out all the additions I made and still get the 500 errors. I just tried a couple of calls using CURL with an example create ticket call, and even with that I'm getting a 500 server error. Here is the call I used:- curl -u <APIKEY>:test -H "Content-Type: application/json" "helpdesk_ticket": { "description": "Test Ticket", "subject": "Test Ticket - Ignore", "email": "myemail@address.com", "priority": 1, "status": 2 }' -X POST https://realdomainname.freshservice.com/helpdesk/tickets.json -v I removed personal/company information from the above example for security purposes. * upload completely sent off: 146 out of 146 bytes< HTTP/1.1 500 Internal Server Error< Content-Type: text/html; charset=utf-8< Date

5 years ago

it_14069Contributor

posted in Freshservice

Knowledgebase embedded pictures scaled too much

Hi, this is more of an issue rather than a feature request, simply because it's inconsistent for admins and end users. If you embed a fairly large picture, for example a screenshot into a knowledgebase article, the picture get scaled so much it's unreadable on the portal for end users. The picture appears fine on servicedesk for the admin who embeds it. Either the picture needs to be full resolution, or they need to be clickable where it expands to a less scaled or full resolution version of the image.

4 years ago

lennart.weissApprentice

posted in Freshservice

Update CC over API

Hi, I want to change a tickets cc_email field via API. I need to do this via the update functionality. Generally I want give non-admin people the ability to view a ticket that somebody else created. I read a similar post, where people had problems doing this via GUI: https://support.freshdesk.com/support/discussions/topics/295797 As described in that post I can add people to CC on the web interface by assuming the identity. Now I want to reach the same goal via API. When I create a ticket I pass "cc_emails": "test1@email.com,test2@email.com" and it works. When I do the same with the update function, I get a HTTP 200 response, but the CC field is still the same. Is there any way to do this via API?

4 years ago

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