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Employee Experience

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alina.abdurshinaApprentice

asked in Freshservice

Requesting Agent data returns 404

Good day, I've encountered a problem with getting agent data via Freshservice API. I'm making a GET request at '/agents/${id}’ to accuire an agent user data information, but in response I'm getting 404 Not Found Error.I use requester Id that is present with the creation of a ticket. I should note, that when the requester is not a Freshservice agent I can get their data just fine. How can I fix this problem, or is it a known problem? If so, when I can hope it will be fixed?

1 year ago

radhika.narayananContributor

published in Freshservice

How Does Automation Impact Your Service Management Metrics?

Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch our video to get a glimpse of some of our key observations from the report.

291

1 year ago

JCCContributor

asked in Freshservice

Asset Management - Importing a CSV

Hi AllI’m new to the group, so Hi everyone.I have been trying to import a CSV from our old asset management system into Freshworks. I have had some success while testing. However, I have deleted the test records that were imported. When I try to import a batch from the same original CSV, I get the email that says this:-Total records in CSV: 14 Number of records created : 0 Number of records updated : 14 Number of records failed : 0 Number of records unprocessed : 0 Yet the asset register is empty. Has anyone come across this before?

9 months ago

arishizeApprentice

asked in Freshservice

Pin Location on Google Maps and share on form

Hi, is there a way I can make the customers share their location coordinates by pinning their location on Google maps and then sharing it on the customer form? Plz help.

1 year ago

Denise.S.PSkilled Expert

asked in Freshservice

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece. We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding. How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better?-Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list. The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

6 days ago

rashmi.nagCommunity Manager

published in Freshservice

Davey BApprentice

asked in Freshservice

How do I Bulk Associate Incidents with an Existing Problem

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue. In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it. If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option. I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either. Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it? Thanks, David.

1 year ago

Mark_StenningApprentice

asked in Freshservice

Scheduled report attachment changed from .xlsx to .xls since 28th July

I’m raising this here because I’m not getting much progress with Freshervice Support.I had a scheduled report, ran once a day which emailed me an excel spreadsheet of all assets of a certain type. I then used this to update a powerBi report. Note: I don’t use the analytics API as I need to use custom fields which are not exposed on the API yet.Anyway, this was running perfectly and produced an attachment in .xlsx format.Since the run on the 28th July these attachments have been .xls format and won’t open (giving an invalid file format error).The scheduled report hasn’t changed.I’ve amended the schedule to include my personal email address as well as my organisation one to rule out any corporate format or security issues and I get the same results on both. Has anyone else had this or a similar issue?

1 year ago

mannsFeatured Influencer

asked in Freshservice

Taking advantage of the summer?

If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.

1 year ago

ijonesApprentice

asked in Freshservice

Portal Customisation - Cards

Hi,Apologies if I’m missing anything obvious, but is there any way to add additional (or edit/remove existing) “cards” that are by default displayed in the portal home page via the dynamic placeholder {{ cards }} and associated loops in portal customisation? Cheers.

1 year ago

suzanne.blinnApprentice

asked in Freshservice

Disable email in the sandbox

Has anyone found a way to disable the email function in the FreshService sandbox? Not just the notifications but all email?We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them. Yes even though it indicates it’s from the sandbox.I don’t want to remove these actions from the workflow as that’s part of what I’m testing. I just don’t want the emails to actually get sent.

1 year ago

KattckApprentice

asked in Freshservice

Power Automate Ticket Connection vs Service Request

Hi all, Rather new to the Low code environment with Power Auto, I am running into an issue with using the Fresh Service ‘Create a Ticket’ Connection. I see in the API Doc it states that a ticket can be recorded as a Incident or a Service Request. When trying to connect the API connection with in Power Automate with a Service Request the Trigger is avoided altogether when called but if the ticket is an Incident it will trigger. "method":"get","path":"/trigger/helpdesk/tickets.json"Is there a way for pulling a trigger for a Service Request instead of an Incident?Kind Regards,Cam

1 year ago

Denise.S.PSkilled Expert

asked in Freshservice

How do you maintain Employee permissions across systems in Freshworks?

We have built out each of our (many) roles in Employee Onboarding for our HR Department. This is not inclusive, so I built out a dependent dropdown for their department for their other requests for Promotions, Moves, Changes, and Removals of Employees. Even with that being built out, I find myself referencing the old excel file for role references. I noticed you can add custom fields in the Assets category and thought of adding in the various pieces of software / programs we use there with all the different security levels, but then was not sure how they would link back to a ticket when needed to be referenced in one.Is anyone managing Employee Maintenance? I want to base tasks on the roles in the tickets?For example, Employee A is moving positions so HR submits the ticket - they fill in the form they are changing from Role 1 to a Role 5. It creates the ticket to you, and you see the tasks show the change between the two Roles - so they need their privileges increased, and more pr

1 year ago

mannsFeatured Influencer

posted in Freshservice

We already have most of the answers we need...

Ten years ago I wrote a blog called Giving Back to the ITSM Community in which I stated that we have the answers to most of our ITSM and IT support questions between us. I still believe this to be true and an upcoming Fireside Chat with Freshworks will discuss this, some specific common issues and “the answers,” and how we can better help each other to improve by using knowledge-sharing capabilities such as the Freshworks Community.The chat details are still being finalized but if you subscribe to this post you’ll be updated once this is done. Thanks.

1 year ago

Green-leafsApprentice

asked in Freshservice

User can change Requester field when creating new ticket

Hello, We are near releasing Freshservice, and I recently discovered a security flaw. Users can change the requester's field to email. This is risky because a user can impersonate another during ticket submission. I discovered this script below, but it does not work all the time. There are multiple times the browser must be refreshed before the requester field becomes read-only. Can your developer team please make it an option to make this field read-only? <script type="text/javascript">jQuery(document).ready(function(){jQuery("#helpdesk_ticket_email").prop( "disabled", true );});</script>

2 months ago

Mike.TContributor

asked in Freshservice

Ticket Automator - Service Request - Not Running Rule

We are trying to create a ticket automator to automatically assign a service request to a group. Service request gets created, but it doesn’t seem to be applying the rule and assigning the ticket.

1 year ago

shirleymacApprentice

asked in Freshservice

Workflow criteria and actions

Is there a way to add to the conditions and actions on the workflow. For instance i want the action to be if the category is X - show the following choice list in another field? is there a way to add to the conditions and action criteria?

1 year ago

judyannApprentice

asked in Freshservice

Automate ticket tags

Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.Is it simply not possible to access this with js? Just being a noob with js and fd, I feel totally clueless. Adding my own name automatically to the tickets I handle should not be that very difficult or did I miss something? Even trying with use of slow /canned responses, may I also set the ticket properties and tags /c ? Been made to improve productivity and if this /canned1 response is suitable for 80% of my tickets and 90% of them are incorrectly ticketed. It would be great if there is an option to do so. In-case this is simply not possible to achieve for us agents working with FW- Are there any fr

1 year ago

FreshWorkingApprentice

asked in Freshservice

Appointment Booking

Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?

10 months ago

RDNApprentice

asked in Freshteam

Freshteam emails marked as Spam/Junk

Multiple issuesEmails from our freshteam account is marked as spam/junk Adding SPF record for freshteam, adds too many DNS queries to our SPF recordAny advise?

1 year ago

AutomateITApprentice

asked in Freshservice

Ideas for designing the Support Portal

Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.

1 year ago

manuplusplusApprentice

asked in Freshservice

How can one assign a child task to a user who is not set as an agent in FreshService?

Hi thereHow can one assign a child task to a user who is not set as an agent in FreshService? (The user will still be part of company with a standard AD account).Thank you.

1 year ago

manuplusplusApprentice

asked in Freshservice

Can FreshService integrate with Power Automate to automate certain things?

Hi thereCan FreshService integrate with Power Automate (Microsoft O-365) to automate certain things? How?Thank you.

2 days ago

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