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Employee Experience

1775 Topics

Chris S.
Skilled Expert
Chris S.Skilled Expert
asked in Freshservice

Add Response time to ticket list

Hi,A customer asks me if it is possible to get the response time in the ticket list.I've looked at the available filters, searched through the support articles and through the available Apps but it looks like this list is not customizable.Or did I miss something?Anyone with an idea about where I can search next?If not, next stop will be support ;-)Thanks in advance!Gr.Chris 

3
Russell Ho-Aitken
Contributor
4 months ago
Mo.Wael
Contributor
Mo.WaelContributor
asked in Freshservice

Rejected status = Close

Can I creat a status Call “Rejected” and it act as “closed” ? If i normally done it it will just set ticket status name as Rejected but it wont close the ticket….

2
Daniel Söderlund
Skilled Expert
1 month ago
S
Apprentice
sbnw22Apprentice
asked in Freshservice

Seeing all tickets from Department

Hi, I’m new to the Fresh Service, and we have users that have reported they were able to previously view all tickets in the department.I’ve checked their profiles, and they do have “Can see all tickets from this department” checked off.I assumed their identity, trying to open a ticket by someone else in their department by changing the ticket number in the URL, and it’s met with the message: You are not allowed to access this page!Is there something we’re missing?Thanks

1
afautley
Skilled Expert
1 month ago
W
Apprentice
WillHarwellApprentice
asked in Freshservice

Scheduled workflows with approval

I’m trying to create a scheduled workflow that would allow me to request an approval from a manager before continuing through the workflow. For whatever reason the “Send Approval mail to” action item does not appear in scheduled workflows. Does anyone have any suggestions or workarounds that I can use?  

4
Casey B
Community Debut
21 days ago
G
Top Contributor
gdavid16Top Contributor
asked in Freshservice

custom page

i saw a previous post (3yrs ago), but any option to build a custom page in freshservice?it would be great to create more customized forms, also to display data that isnt available in freshservice.  

3
scroogee
Community Debut
1 month ago
jg8675309
Top Contributor
jg8675309Top Contributor
asked in Freshservice

Anyone using FreshService for tracking repairs of devices in inventory along with the parts for repair?

I work in a K12 school district, we have thousands of chromebooks and I’d like to start syncing our chromebook fleet from Google Admin Console to FreshService’s Inventory module so we can better track their lifecycle, status, and repairs. I’m going to custom script this, because I’m not a fan of the app that can sync devices from FreshService.Is anyone doing something like this? Ideally I would like to have a service request item that we can link to the chromebook being repaired, indicate the repair needed, link that to an item in inventory where we keep a qty/count of those items and what company they belong to (We operate in MSP mode, as we support multiple school districts).I would need to figure out the workflow for how the service requests get put in from the end-user side along with the workflow on the side of our technicians, showing the status of where it’s at in the repair process, and what parts were used to fix it and consume those parts from the inventory in FreshService.I’

2
keefe.andrews
Skilled Expert
2 days ago
S
Contributor
steveo3140Contributor
asked in Freshservice

Best way to add two levels of No response Breach

I am trying to figure out what is the best way to handle this procedure. First I want to be able to send a custom email immediately when first response is breached to Agent “A”. Second I want to be able to a second custom email 1 hour after first response is breached to Agent “B”. I’ve looked around and cant figure out what the best combination of SLA and Supervisor rules should be used to accomplish this. Thanks!

2
zachary.king
Skilled Expert
8 months ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Freshservice

Agent Information in Notifications

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

1
eeha0120
Skilled Expert
2 months ago
M
Apprentice
mike.elyApprentice
posted in Freshservice

How to remove web bug from outbound emails?

Every email outbound from the service desk contains a 0x0 pixel web bug in the bottom of the source, with an external href that looks like "<img src=3D"http://email.freshservice.com/wf/open?upn={long UUID}This shows up in common email clients as "blocked remote content" and causes friction. Not loading the blocked remote content does not impact functionality in any way.How do we get rid of this?

4
T
Community Debut
4 years ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Some Handy IT Support Definitions

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

2
manns
Skilled Expert
10 months ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Freshservice

How to dynamically add a large number of text fields?

We want to have guest access for specific tools to be ordered via Service Request.Currently I have not found an easy way of adding large quantities of text fields dynamically to a Service Request. I imagine this must be a use case for some of you..  how to achieve this?? I don’t want to display the maximum available text fields already in the beginning and also want to have certain fields mandatory for each guest. 

6
msconfig87
Skilled Expert
1 month ago
B
Apprentice
Benmorgan86ukApprentice
asked in Freshservice

Clear date field in API

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.

1
B
Apprentice
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Prevent agent email notification when someone fill the CSAT survey

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, 

3
M
Skilled Expert
8 months ago
S
Apprentice
snakey8142Apprentice
posted in Freshservice

Customer with own IT (Tickets/Solutions)

Dear Freshservice-UsersActual situation:We have an actual customer with one "manager",who sees all the tickets of his company.We do have a bunch of solutiuons, all of them can be viewed only as an "agent".Problem:We'are facing an actual request from this customer: He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.Questions:a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?b) is there a way to restrict the access to solutions? based on group/company-role as an agent?Thanks in advance and best regardsRalph

2
V
Community Debut
3 years ago
W
Apprentice
wsunderlandApprentice
asked in Freshservice

Requester Copy Ticket Permission

Hello,I found an old article about creating multiple tickets from a single service request, in the forum it talks about an workflow automation that can copy all fields from the parent ticket and add a child ticket with an additional field to “Add note to child ticket”. Is this only possible for Agents to do or can Freshservice  allow requesters to submit a ticket through the requester portal and then once that ticket is solved or closed then the requester can copy/duplicate/clone the closed/solved ticket pulling in all of the original ticket information and add a note of what is needed for the new child ticket or allow the requester to just duplicate a closed ticket and all fields from the original ticket are brought in and the requester can just change any fields in the ticket? Creating multiple tickets from a single service request | Refresh Community (freshworks.com)

1
zachary.king
Skilled Expert
9 months ago
I
Contributor
iapruzzeseContributor
posted in Freshservice

Due date reverts to today

When working with a ticket we change the due date, save it. Change the ticket status to Pending and click Update the due date and time reverts back to the current date and time.

3
R
Contributor
7 years ago
M
Apprentice
maciek.pApprentice
asked in Freshservice

Freshservice sesstion timeout is not working

Hi, we are using Freshservice (Garden plan) and we are experiencing issues with session timeout feature (Admin > Security) not working correctly. Well, not working at all actually. Turning it on, off, changing values does not change its behavior, agents are timed out after about 5 minutes of inactivity and we would like to prevent that. Is there any way to remediate this?

0
M
Apprentice
9 months ago
I
Contributor
idonnaContributor
posted in Freshservice

How to show updated field(s) data in an existing request?

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.

2
I
Contributor
3 years ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Freshservice

Popular Articles list below tickets?

HelloI would like to change our portal home from the default freshservice.Below the Open Tickets list I would like to have a list with popular or last added Solution Articles.Does anybody know how to achieve this? I can see that the open tickets are created by:{{#if portal.logged_in}} <section id="home-lists-container" class="list-container"> {{> loader}} </section>{{/if}}but what other elements are available? and where can I see them?thanks

0
msconfig87
Skilled Expert
4 months ago
B
Skilled Expert
bhotaSkilled Expert
asked in Freshservice

Email to be sent with assets for Offboarding Ticket

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.

0
B
Skilled Expert
7 months ago
Vincent Colin
Apprentice
Vincent ColinApprentice
asked in Freshteam

Free Trial Status

Hello, Wanna ask about how's my freshteam free trial status?Because when its free trial on estate plan, we downgraded it to sprout, now we cant upgrade to estate with free trial anymore.Our Freshteam URL: https://tectagon.freshteam.com

1
N
Community Debut
1 year ago
C
Apprentice
CStanfordApprentice
asked in Freshservice

Requesters to see tickets from a shared mailbox.

I am aware there is the ability to add the option to allow a user to see all tickets from a department. However this will mean that the requesters can see each other’s tickets. Instead of just the shared mailbox. Is there a better way we can do this? 

3
A
Community Debut
1 month ago
B
Apprentice
brian.starksApprentice
posted in Freshservice

How do I . . .

Remove the "Add New Requester" link from here:It's not in Portal Customization / Portal Pages / New Ticket.  

4
G
Community Debut
2 years ago
K
Top Contributor
kenyon.gilesTop Contributor
asked in Freshservice

Automatically Attempt User SSO Login Before Displaying Home Page

We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

1
K
Top Contributor
1 month ago
katyanick
Apprentice
katyanickApprentice
asked in Freshservice

Hi there I questions I need to get answered.

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.  

1
manns
Skilled Expert
1 year ago

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