Hello Freshworks Team,We found that there´s no way to set the Service Catalog items in different languages.We could do - but then every item must be created multiple times e.g. for german, english, ukrain etc.Is there any other way to implement an multi language support or can you tell us when it is availablein FreshService, pls.Thanks in advance,Regards
I cannot figure out how to send an approval email to the requester in the Change Automator. I really need to be able to do this as the requester of the change needs to approve of the direction the change is going in. I can easily add approval request of individuals but since the requester will usually always be different I do not know how to accomplish this. Thank you for any suggestions you can provide!
I stumbled across these earlier and thought they might help those new to IT service management: Level 1 Support/Support Center AnalystThe frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.Level 2 SupportThe technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.Level 3 SupportThe technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the tick
Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris
Hopefully something simple but it’s been annoying me for some time.I have added a custom field (a date) into our Requests form and I am able to query it etc. using the API.The absolute final thing I need to be able to do is simply clear the date through the API. Just the one little button highlighted below, but I cannot find an API command for doing this for love nor money. Please someone save my madness.
Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.
Question: For those that use the Azure Cloud Discovery, when a new asset is discovered is there a way to create a workflow automation to capture the Asset Created event? For each newly created cloud asset I want to trigger an event that sends an email to IT leaders about the new asset. Also the new asset needs to have fields set.We have a workflow for engineers to request infrastructure changes, however I’m finding since they have access to create assets they skip the approval process and just create the asset. The Azure Cloud Discovery picks up the asset during its next scan but I created a simple workflow on Asset Create to set the department for the asset and it is never triggered. Which made me wonder if assets added by Cloud Discovery would ever hit that event versus an asset being manually created in Freshservice.
Hello, Does anyone have an idea on how I can potentially create a service request upon a task being marked as completed? Or, “lock” related child tickets until one is marked as complete?Use case: The main Service request placed is a bundle. In the bundle, the first “related ticket” is “Create One Page” which has a task. When the task is marked as complete, I would only then like the agent to be able to work on the next related ticket in the bundle. Is there a way to either create a new service request that could be then linked to the main request after task is marked as completed, OR is there a way to “lock”/restrict the other related child tickets until the first “Create One Page” related child ticket is completed?I’ll attach more precisely what I am referring to with the service request related child tickets in case it helps.
We use problems pretty extensively for both outages and long running issues that we get tickets about and want better coordination of resolution. However, sometimes staff doesn’t find an existing problem which causes us to have two problems that are the same. Ideally we would have the ability to merge two problems and transfer all the associated tickets from one to the other, similar to merging tickets. How do you handle duplicate problems?
Hi! So seems kind of odd that when the Requested For field is in use the ticket does not show in that users history, the ticket only shows for the original requestor. My use case for this is we have HR submit alot of tickets on behalf of employees, mostly new employees. However I need to be able to see history of these tickets on the new employees for audit purposes. The only way I have found to make this work is to change the requestor all though I need to know who submitted the ticket as well so that defeats that purpose. Any one else having this issue or know of a work around? Also, there is no way to send an email via the ticket or automator using the email for the requested for user.
For agents that don't need precise time tracking but need something simpler than a pop-up with manual time entry it would be great to have 15, 30 or 60 minute plus "+" or minus "-" buttons that simply adjust time per click. Something like this:[ Time tracking ]- 15 minutes +- 30 minutes +- 60 minutes +Using a keyboard you could Tab to it and click left and right arrows.The current system requires expanding the time track section ( 1 click ), clicking add time ( 1 click ) interacting with a pop up, manual entry of time ( 5 taps of keyboard ) then clicking 'save' ( 1 click ). Wouldn't it be better to have it directly under categories and all you need to press is + and - ?
Greetings everyone.I'm looking for a way for requesters to update an existing service request and for agents to see updated information on an existing open request form after changes are made by the requester.A requester opens a service request which contains about 15 fields (dropdown, text fields, check boxes). Initially, they may not have all the information to complete each field. After submitting the form, I'd like to have a way for the assigned group/agent to see any new changes/edits that the requester makes after the original submission. Any ideas?Or is there a better approach than the scenario above?Thank you for any ideas.
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.
I have to send emails with the requestors assets to the Asset Management Group for Offboarding tickets.If the event is Ticket is Updated with condition that asset is not null, then the same email is sent everytime any ticket field is updated. If the event is Associated assets is added, then one email is sent for each associated assets.I want only 1 email to be sent. for all assets per ticket. What could be the possible event and condition?Note that during creation of Offboarding SR, there is no option to associate Assets. After creation they can be associated.
Hi - Has anyone had any experience of setting up multiple environments? I appreciate we have a sandbox and production/live instance, but we are keen to have other boxes (multiple environments for different sections of our org to allow us to test them concurrently). Any options discovered would be appreciated.
Hi,I don’t know if its possible or if its something that can be added, but right now, requesters can fill a CSAT survey, but agents receive email notifications for a new reply each time.Any way to prevent this, but still allowing agent to receive the requester reply email notification?Maybe check here: Thank you so much and have a nice day,
~Please move to Interest Areas - IT Asset Management. Tried posting there originally, but got an error saying I did not have permissions.~ I have been running into quite a bit of trouble recently regarding locations for assets. Below is an example of how one might organize their locations. Country - State - CityUnited States - Alaska - JuneauUnited States - Alaska - AnchorageUnited States - Alabama - Montgomery Let’s say I wanted to run a report showing all the assets that are located in Alaska. While you can select the parent location in the filtering option for report, it will not show the data for the child locations. So if there are 50 assets in Juneau, 20 in Anchorage, and you select to filter by Alaska, it will display 0 assets. Each parent location is also treated as a location in itself. So the only way to have assets display under Alaska would be to assign it to that state. It could not be assigned to a child location under that. The same goes for country. If I wanted to sort
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