Hello I just joined freshservice, so I'm still getting used to how the ticketing system works. I'm used to using Connect wise, Autotask, or other help desk software, so I'm a little confused by something I thought would be easy: Many tickets are sent in by people who are not the main requesters. Joe might ask us to fix Mary's things in an email. Well, we won't be working with Joe. Instead, we'll be working with Mary, so I'll change the requester on the ticket to Mary. I can't figure out how to do this in an easy way. I don't see a "edit" option in the "more" dropdown menu of the ticket.I am an administrator on the system.I'm willing to listen to any ideas.Thanks ahead of time
Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction.We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etcIf the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket.Anyone know of a way to do this? Other option is to only employ impolite people that won’t say thanks 😉
Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester.
One of the questions I get asked every now and then is “We use the ITIL X, Y, and Z processes, but what do organizations generally do next?” The answer is that no one really knows.To help, we are running a quick poll that asks respondents to share how they adopted different ITIL capabilities. Hopefully, this will finally give us a generic answer to the question.https://docs.google.com/forms/d/e/1FAIpQLSeAK5JfBAdS-wZqUHdueQWorzCjyF3OnTaEOaskUdi1_fGDWA/viewformPlease take the poll to help us to help you and others :) Here are the results of our last poll/survey:
Not strong with API, but I want to pull a date from the body and place it in the ticket name. In the body : Effective date: <date here> I’d like to copy this text to the ticket name so that I can easily prioritize tickets based off effective date. I hope this makes sense.
We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use?
Have you successful employed machine learning, natural language understanding, and/or chatbots to improve the adoption of your IT self-service capabilities?If so, please share what worked with others as a response to this post (plus, what didn’t as this is often just as useful to know).Thanks :)
Is anyone else having this same problem?I've already accepted the fact that Agents can't forward emails directed to them over to FreshService because Outlook strips out the email address from the quoted email thread ... though, if they accepted Forward-As-Attachments .. that would fix THAT problem.But is anyone else having a MAJOR issue forwarding emails into tickets where the resulting ticket is missing the ENTIRE email thread quoted in the forwarded email?So user A sends an email directly to an Agent. Agent forwards email to FreshService -- and the resulting ticket has *NONE* of the original email sent by user A.I'm kind of, sort of, working with tech support on this -- but I'm not quite sure they get it.Anyone else dealing with this?
Does anyone have an example of using a checkbox on a Service Item and evaluating if it is selected?I’m trying to figure out how to evaluate in a condition on the workflow if the checkbox is selected or not.After searching for over an hour through expression builder information I can’t find any examples of testing if a checkbox is selected and then taking some action based on that.
Take Your Dog to Work Day is on June 25th and we want to celebrate this virtually with you, and most importantly, your dog. Freshservice is celebrating "Take Your Dog to Work Day" with our in-house AI pup—Freddy who helps all our IT agents do their best work and boost their productivity. Do you have a four-legged loved one in your life? We’re running a week-long contest to give your canine friend a chance to win a special goodie basket. To participate in the contest, all you need to do is: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog Tag us @freshserviceapp with #ITMadePAWssible Join us in this celebration by showing off your furry friend. Send us your entries by June 25th and we will announce three lucky winners on June 28th.
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.
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
I was writing something about leadership yesterday and thought this interesting: “...regardless of seniority level, 1-2-1s are considered the most useful meeting in people’s calendars (versus daily stand-ups, team meetings, town halls, retrospectives, and quarterly planning meetings).”It’s unsurprising that, for employees, the meetings that relate most to them and their work matter most to them too. It is both logical and indicative of human behaviour.But has this importance of 1-2-1s been lost even though it has probably grown thanks to our pandemic circumstances?So, how are you using 1-2-1s to improve your people and their performance (and the associated operations and outcomes)? Or have your 1-2-1s ceased or drifted into a review of simply performance stats that’s more rear-view-mirror than developmental?
With the helpdesk at a glance there are a number of categories such as average response, average first response and average resolution time etc. I don't quite understand how some are calculated. Average first response is the first time we reply to a ticket (not a note etc) Just like to fully understand how they are calculated and how sometimes they slip so I can explain reasons to end user clients. Also the received tickets, resolved tickets and backlog tickets don't always add up.
I've tried multiple combinations of dispatcher, SLA, Observer and Supervisor rules and can't seem to accomplish what I want, but maybe I'm overlooking something?I'd like to have all new tickets be assigned to our "Help Desk" agent group. No problem, I did that through dispatcher. However, if no one in the help desk works the ticket within a half hour, I want to automatically re-assign the ticket to another agent group based on the requester's department. I can do that through Supervisor by setting a rule to reassign the agent group if no agent interaction has occurred. But I need this to be done more frequently than the hourly Supervisor runs.Is there some way to accomplish this that I'm missing? The closest I've come to is to set the SLA notification to email all the members of the Group to which I want it to be reassigned. But I don't want to have to email all the agents in that group every time this occurs. Thanks for any help!
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