Product Team made change without informing to the customer account team. All business rule and workflow went wrong. Even team change the basics of the Support service they provided earlier. Like SR can be created with different role conditions and now change the condition for the same. So all rules failed for business.We required to stop the business user for daily activities since there is challenge, they can change the properties of SR.Please done change the base of the old customer instance. This will create critical issue for a running businessThanks-Mahendra Singh+91-8586924668
I have created a ticket as a Service Request (because it was split from a reply to a very old SR) and now cannot change it back to an Incident (the new issue is an incident) The Type field in the Ticket Properties panel is greyed out and cannot be changed. This is also the case if I Edit the ticket through More-> Edit Please could you advise?
Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.
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.
Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1) How long do items stay in the trash for? We found some items there and restored them, but would hate to lose any data should the incident happen again.2) Our current process is to move items to a "retired" status when discarding them. However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count. Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future. If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.
Hello World (newbie here),I have a question regarding the Service Request. Unlike Incidents, where 'Status' makes sense, I see an additional field i.e 'Stage' on Service Request. I get the idea behind it, but why do we need Status and Stage both for a Service Request? Is there a rationale behind it that I am not able to think of? Thanks in advance!BR-Vikrant
Maybe I'm not remembering correctly, but I thought that in the iOS app when closing a ticket, there was a switch that would appear, asking if you wanted to notify the requester or not. But I was trying to close a ticket yesterday in the app and couldn't find a way to do it silently.Is there a way in the iOS to suppress notifications when closing a ticket?
When viewing a solution article in the customer portal, it always shows scrollbars on the right and bottom even when they aren't required.The solution article shown below contains very little text and requires no scrolling. However, the scroll bars always show.
Hello,I'd like to report an issue with tickets created as service requests not displaying when viewing a requester profile. To reproduce the issue complete the following steps.A service request is submitted as a technician or requester and the box "Request for someone else" is selected and a requester is input.The ticket is created as a service request.Navigate to the Requester profile where associated pending or open tickets and assets may be viewed.The issue: The ticket does not show up under the open or pending tickets regardless of status for either the individual submitting the request nor the individual who the request was submitted for.Troubleshooting steps I've attempted without resolutionSubmit the service request as a non-admin technician. The same issue is reproduced.Submit the service request as a standard requester using the assume identity feature. The same issue is reproduced.Convert the ticket from a service request to an incident. No change occurs.Change the ticket thr
Hi All,We are facing security issue which we have raised to Fresh Service on 5th August 2019, Ticket ID: 3913354 and we are following with Fresh Service support without much luck. Scenario: . A mail sent to user1,2 &32. Support ticket generated & all users notified with response.3. The sender of the mail removes user 2 from the 'To' section of the initial mail and replies to user 1&3 via email.4. When the mail reaches Freshservice, User 2 is added again and is notified about the response which was not intended for him.5. We come to know about it since user 2 has responded on the notification mail in point 4. We have already faced two issues where internal user removed the client mail ID from the mailing list and replied on email thread which is supposed to be internal communication and should not go to the client but as client email ID was part of initial mail thread, fresh service again added the email ID of the client and client got the internal communication results in c
Hi all. I would like to know ideas about how they have carried out campaigns to encourage customers to respond to the satisfaction surveys of the tickets. This is because in my company it is not mandatory to give feedback, but the response rate is very low and we want to encourage users to complete the satisfaction survey. We have tried flyers and email campaigns, but they have not had any effect. Do you have any suggestions?
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There are instances where our supervisor may need to create a recurring ticket or an item where technicians need instructions that are entered into Solutions. Currently, the only way to add a solution to a ticket is to use the "Reply" feature and Add a Solution / Canned Response.If the supervisor is creating a ticket for a tech and wants to attach a Solution (viewable to Techs only) to the request, there is currently no option other than to use the "Attachments" button.We imported all of our internal documentation into Solutions with the idea that we may be able to use them in this way, rather than keeping them offsite and "attach" them to a ticket.
I am trying to update an existing ticket by sending an email I received from someone else related to the ticket. I have placed (#INC-3) in the subject line of the email. However, I keep getting a new ticket instead of adding to the existing ticket.Can someone explain what I am doing wrong?Thanks
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.
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