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11 days ago

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Employee Experience

Employee Experience

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Chris S.Skilled Expert

asked in Freshservice

Copy Category from Ticket to Problem?

Hello,Maybe I am looking over it, but it looks like that there is no option to copy the category automatically when creating a new problem starting out of a ticket?It sounds very logical to me, but I have tried it myself and when I created a ticket, and then created a new ticket from there, the category was not prefilled…Any thoughts?Gr.Chris.

4 months ago

tony.sContributor

asked in Freshservice

Don't include previous notes in Mail conversation

Hey,we use the ticket system in the following way:User has a problem → reports problem to local admin → local admin tries to resolve the problem by themselves → if local admin can’t resolve the problem they create a ticket The local admins can put the user as CC in the ticket. We would like to have the user then receive the agents answers so they know when the problem is resolved.We don’t want the users to see the public notes that are written in the ticket (they don’t have a requesters account) because we use the notes as a communication tool to communicate with the local admins. The problem is that every answer sent from within the ticket also includes the previous answers and notes from the ticket. Is there a way to disable this behaviour and don’t include the notes?

3 months ago

Daniel SöderlundSkilled Expert

asked in Freshservice

Approval function missing "Content unavailable"

Hello I’m trying out some approval WFAs and noticed that the option/result for the approver are missing. -It only say “Content unavailable”I see the status of the approval and have the option to approve.

7 months ago

maloktSkilled Expert

asked in Freshservice

KimSApprentice

asked in Freshservice

Issue with OAuth redirect URL

Hi all! I’m trying to integrate with ServiceNow using an OAuth 2 credential. After I get the consent screen from ServiceNow, I get this error on the redirect URL page.{"code":"access_denied","message":"You are not authorized to perform this action."}I’m doing this as the org admin. Any ideas what it could be?I’m using this as my redirect URL:https://<yourdomain.freshservice.com>/api/_/credentials/oauth_callback

24 days ago

mannsFeatured Influencer

posted in Freshservice

Value Stream Mapping?

One of the improvement practices mentioned a lot at Service Management World is value stream mapping (or value stream management).Just wondered if people are already using it or if it’s something where a quick share of what it is would be helpful.

3 months ago

rgilliamApprentice

asked in Freshservice

New Hire ticket comes in I want to take a parent ticket and link it to the child tickets how do I do that

If user put in a new hire I want the tickets to come in already linked to the parent ticket and not creating multiple tickets. Just one ticket and the rest child tickets

6 months ago

petter.borkeeietApprentice

posted in Freshservice

Dropdown fields from another form

Hi. How can I create a dropdown box in my new form. I find it essential from my custom server form to lookup in another custom form where I register my operating systems. And connect a SQL engine with databases. And connect my services with my servers etc etc.I know I can make a relationship between two asset types, but I'm unable make reports based on these relationships nor make filter based on values in relationsships.

4 years ago

smriti.nairApprentice

published in Freshteam

How do I schedule interviews in Freshteam?

Interviews are an integral part of the recruitment process. With Freshteam taking care of your recruitment needs, it becomes effortless to schedule interviews. Here’s how it’s done:Head to Recruit > Candidates view and click on the candidate's name. If the candidate is in the Interview Stage, click Schedule Interview at the top of the candidate name. Else click on the "three dotted icons" to find the "Schedule" option.On doing so, we will redirect you to the Interview page where you can schedule the interview with the hiring panel, choose the interview stage, timing, duration and so on.Hit Schedule and Continue.On doing so, you will be redirected to the candidate notification email. Change the email content if necessary and schedule the interview. Freshteam will also schedule the interviews for the panel members and notify them about the same.

280

2 years 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.

281

1 year ago

doug.davenportContributor

posted in Freshservice

Multiple users on a PC?

How does the Fresh Service agent handle PC's with multiple users? For example, we have some PC's in our manufacturing area that have 5-10 users logging in and out throughout the day. How does the agent handle/decide which user to display in the "Used By" filed in the CMDB? If the displayed user leaves the company, how do we manually change the "Used By" field to indicate the new user if known?

6 years ago

Glavin CrastaTop Contributor

posted in Freshservice

Freshbot for Freshservice - what would you like your chatbot to do?

If you were to use a chatbot on your Freshservice Support portal or even any internal site where the chatbot could be embedded, what are some quick actions and capabilities that you would want your chatbot to have ?I would like the chatbot to be embedded on all internal sites, so I can raise an incident easily without logging into Freshservice portal. What are yours?

1 year ago

gary.lloydApprentice

posted in Freshservice

restricting knowledgebase articles to certain people within one customer

I support one customer and there are approx. 50 employees with access to the service desk/knowledgebase. I would like to be able to restrict access to certain knowledgebase articles to certain groups of people. Can I do that? if so how?

8 years ago

mannsFeatured Influencer

posted in Freshservice

IT support skills for 2023 and beyond?

The way that COVID time seems to work, you’ll blink and it’s already 2023. However, so much is changing right now for IT support that we should be planning for the impact that factors such as employee experience, AI enablement, and enterprise service management will have on service desk resourcing levels and the skills required of our people.What do you see as changing (in terms of required skills)? And are you already looking to address any gaps? Please share with others via a response. Thanks :)

10 months ago

WQOliviaContributor

asked in Freshservice

Task Workflow Interact with Service Request/Ticket Workflow

Hello! I am stuck on how to create a workflow that will contain tasks with conditions and approvals that rely on a custom field in a service request. How I would like it to work ideally: Person A places a service request and inputs a name in a custom SR field that contains all users. In a ticket Automator, the request will go through and a specific task is created for the SR. When the task is marked as completed, the approval request is sent to the custom field user. After the approval, the next task is put into the SR and the approval resets to be sent to that same custom field user when the task is once again marked as complete. My issues so far:I am unable to reference the custom SR field in a task Automator. I need a task Automator in order to say “when the task is complete, send the approval mail” When the approver approves of the task, the approval does not reset for the next task, therefore my workflow sort of breaks because each task needs to have an approval in order to progre

5 months ago

Daniella_MosesApprentice

asked in Freshservice

Freshservice - New Change default type

Is it possible to set the default change type to “Major” when creating new changes?

8 months ago

mannsFeatured Influencer

posted in Freshservice

Sustainability and IT?

You can’t help notice the increased corporate-level focus on sustainability (and its importance to being a socially conscious company). But has this impacted your IT activities yet? Or have you taken the lead to ensure that your IT organization is fully prepared for the inevitable corporate call?Please let us all know as a response. Thanks :)

10 months ago

mark.utherApprentice

posted in Freshservice

Dashboarding

We are looking at setting up a dashboard on a big tv so our team and others can see our workload.Curious if other servicedesk teams are already doing it and have they found it helpful.

1 year ago

DevonGansebomApprentice

asked in Freshservice

Microsoft AD Orch

Has anyone found a way to assign a primary AD group with the AD Orch App?Currently we are trying to create a “Limited” user account that does not get assigned to the Domain Users group. I need to assign another group as Primary before I can remove the user from the Domain Users group, but I am not able to figure out how to do that with the Orchestration App. Any help is appreciated

5 months ago

zachary.kingSkilled Expert

posted in Freshservice

How do you manage Context Switching while working in a support role?

I find myself actually spending a lot of time setting up my workflow to maximize efficiency. Which seems counter-intuitive initially but has allowed me to increase my productivity once it is in place. One area that I still struggle is the element of context switching, or bouncing back and forth between different software.So I’m curious...what suggestions does anyone have to improve this component of productivity and efficiency? Especially in the realm of utilizing Freshworks products and integrations.

11 months ago

freddddContributor

asked in Freshservice

Why 2 e-mails (mail for new comment and then mail for resolved) when I solved a ticket ?

Hi everyone, I may find some help here :)When agents have solved a ticket, they set the ticket as “resolved”Then requester receive an e-mail with the proposed solution (Event : Agents add a comment to ticket is played)Then a 2nd e-mail CSAT to approve or refuse the solution (Event: Agent solves the ticket is played) I don’t know why Agent add comment event is played.It should be only Agent solves the ticket, right ?What am I doing wrong ? Svāgata !

11 months ago

guptaApprentice

posted in Freshservice

Inventory - Asset Addition

When we buy assets, they are usually bought in Bulk example 20 Laptops. All twenty would have the following common at a minimum: 1. Product 2. Acquisition Date3. Vendor4. WarrantySerial Number would be different for each. Would it be possible to simplify this process by supporting the acquistion process.

3 years ago

mannsFeatured Influencer

posted in Freshservice

How good are your ITSM processes/practices?

One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management. How are you doing in respect of the following processes? Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3% Incident Management 17.1% 67.1% 13.2% 1.3% 0.0% 1.3% Self-service 8.0% 25.3% 42.7% 14.7% 5.3% 4.0% Problem Management 9.2% 38.2% 34.2% 10.5% 6.6% 1.3% Event Management 12.2% 33.8

1 year ago

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