Hi Team,We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.
I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view.What is everyone's practice for dealing with former employee requesters? Do you purge them or something else?What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?
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.
Is there a way to automate a service request when a return date of an asset is met? we deal with temporary assets frequently and are looking to streamline the assert recovery process. when a return date of a specific asset is met we would like to automate a revoke request to begin the recovery processAny assistance would be greatly appreciated
Has anybody else determined a workaround for the silly behavior of the Used By field in the CMDB? The Used By field gets updated to the last user to log into the device. So if you are using the CMDB to track what assets are assigned to which users, then your assets are going to move around if anybody else logs into the device. When you have a lot of assets, it essentially makes using the CMDB to track them pointless.I looked at creating another custom field to store who the device is assigned to, but the Used By field is more of a "first-class citizen" for other areas if the system, like reporting. And you can't have a custom field whose datatype is "requestor". Any ideas? I asked Fresh Service support and were pretty indifferent about that glaring oversight.
Few times per day we receive new tickets which are created out of response to already existing ticket. We have to merge those with their original sources. The issue lays within HTML tags, what we have discovered in a following way: 1. We use two kinds of Mail accounts – Exchange (Outlook) and MDX 2. We supposed that new tickets are created from responses sent by MDX accounts 3. We have created a ticket 4. Two responses were send and both were saved correctly within one ticket record 5. We have changed one option in settings of a mailbox -> Compose settings, where we disabled option "HTML Compose". 6. Two another responses were sent -> new tickets were created. DDoes anyone have any idea how to solve this?
I am designing a service request and need to add a couple of paragraphs of text. I have tried to include one as the Field label for a paragraph text, but there is too much and it cuts off. Have I overlooked the option somewhere for this as I can't believe other people don't put prompts or little guidance notes on their forms.My online chat helper seems to have gone awol for the last 45 minutes so thought I'd post here.
Hi all,Wondering how people organise the tickets/service requests for loan items that you manage? Given that the ticket status and loan item Stage status don't appear to have any interaction, we have needed to use additional custom Status settings for "Awaiting Loan" and "On Loan", to avoid having multiple upcoming requests cluttering the open status tickets lists, but still have to change the Stage of the loan on top of this. Anyone have suggestions on improving this workflow?Craig.
Under the sprout plan, is there a way that I can add selection values to the Category - Sub-Categories section of a ticket properties?I've searched around on the Solutions and Forums as well as in the Admin panel and I'm not seeing any area where I can modify the Sub-Category of Software from the default selections of : MS Office, Adobe Reader, Windows & Chrome.
There have been several instances in the past week alone, where the Freshservice Support Team have agreed to make some code customizations to our Portal. Yet when the changes are implemented, I find that our Portal is completely missing some functions and features... This is completely unnacceptable. I understand that sometimes code doesn't work and can be troublesome to get it right, however what I fail to grasp is the lack of quality control on a LIVE user's instance. It seems as if no one is confirming the work before 'resolving' the issue. Very frustrating. Anyone else experience this as well?
Hi everyone, I'd like to know if you have tips on how to separate/manage tickets created in Freshservice (free plan) VS other tasks, such as "Study Server 2016" and "Create a new AD domain". I'm using Todoist right now and just installed Freshservice. I'm in the process of configuring it before asking my users to send me request that way. Thank you!
Hi, We use SSO internally for our Freshservice platform. I've noticed that its extremely easy to log into someone else's account if you have the hash but putting it at the end of the URL, for example "&hash=8c4ceaa5ba06561b2cf5ac66f88d7d49" (this is not a legitimate hash). There are no controls on how this hash can be used so I can litterally walk up to another machine and use that hash to log in as an agent. Surely this hash should be stored and processed more securely?
Dear all, As discribed here: https://support.freshservice.com/support/discussions/topics/304051 ... agents should be able to forward messages directed at their personal adresses to the support address while preserving the original sender's address. In this discussion is stated that it isn't working when using Outlook, because Outlook supposedly is stripping the originating mailaddress form the headers. Outlook isn't, it preserves the originating mailaddress. I could send you some screenshots, but will not post them here for privacy reasons. I would like very much this feature to work, because users will keep sending to agent's addresses, how many times you ask them not to (as do others, because this question is popping up every once and a while in the forums). By my own experience, this feature is a working feature within Zendesk, so technically it should be possible. Kind regards, Marco Visser
Hello, When I select an existing requester and click on the option "Convert to an Agent -> Full-time Agent" the page refreshes but the user is not converted. I've tried this with the latest versions of Firefox and Chrome on MacOS 10.13.3 (17D47). Thank you, Carlos Gamito
I currently have an exchange user setup as firstname.lastname@example.org which forwards into the freshservice address and tickets are created fine. However, when replying to those tickets, the emails are never received. We've changed the SPF record with our hosting provider, checked our email filters and SPAM folders, but no sign of the email replies to tickets. Is there any way for you guys to tell if the emails are getting a rejection message?
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