I tried the above post, but I don’t have the placeholders in my menu (it is empty):I would like to send an e-mail to a field which contains a comma separated list of email addresses. If I try to manually type in the placeholder variable from another action, it won’t stickVideo: https://i.imgur.com/lv57hEf.mp4
At present Freshservice only sees a ticket as responded to if you hit REPLY through the ticket itself. We often log and resolve a ticket at point of call, but it doesn’t see it as responded to even though it has sent a resolve email to the requester. Sending a REPLY email for the sake of getting a response then a RESOLVED email straight after causes additional work and doesn’t look good from the requester’s side either. I have a manual workaround in the reporting which looks at FIRST RESPONSE RESOLUTION VIOLATED = TRUE/FALSE, then reports on SLA response for the subsection that is TRUE. Not ideal.
Inactive Agent Notice for License RemovalHello FreshService community, How are you handling agent adoption and account usage metrics in a large helpdesk environment?We have several teams joining the platform but there are a few agents who have not signed in over a month and taking up a license. I am looking for an automated way to open a ticket, as a notice to me and them, that they have not logged in for n-days and account will be deactivated soon if no response in n-days.Currently, this is a manual process can only be found by manually looking at agent last activity date. We cannot pull this data in the new analytics reporting either. Feature request worthy or how do you manage this issue?
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
I have a service request called “New Reporting Request” and it is the only service item that needs an SLA policy of 30 days, regardless of Priority. I’m trying to create a specific SLA policy by using its Subject/Title by using Ticket Fields.Subject contains New. It’s not working though. Any ideas?
I’ve just been reminded about how much I don’t like the term “ticket deflection” in IT support scenarios. It always makes me think that customer/employee/end-user requests are unwanted rather than that self-help is the quickest and easiest way for them to receive what they need. It’s like the IT service desk is stating “go away, we’re too busy for this.”What do you think about the term and which others make you think that their use misses the point of ITSM and IT support? Please share as a response.
I am tinking in our change management board and attempting to trigger an email to a distribution group in Exchange. Some of the people are agents, some of them are not. I’ve tested the distro and made sure it is accessible from outside of our org, but when I type in the address in the action, it just disappears.
Within an Incident, where we have an opportunity to create a task, enable the ability to engage involved parties who are not FreshService agents. The mechanism could mirror the current workflow where a forwarded email from within FreshService returns as a “private note”, we may be able to enable (or make a parallel “tasking workflow” exclusively for external parties?) an ability to send task notes to external parties, and have their responses nest into the parent ticket as a “private note”. I’ve seen similar workflow already utilized in the “Change” capabilities, so I don’t think it a departure from current capacity to use a “task” workflow which goes beyond simple task notifications, but allows external members (or our employees who are not FreshService agents, but otherwise use email to communicate) to interact with an Incident so that FreshService Agents can coordinate responses, discover details that may affect decisions, etc. Thank you for your consideration.
One of the reasons why I went with FreshService for my company was the drag and drop interface in the workflows. But as I dive deeper into workflows, I’m finding the drag-and-drop functions are not robust enough for some of the actions I wish to take. For example, when an email comes in from certain automated systems, I want to change the requestor so that a live person gets the updates. When a certain type of ticket is resolved, I want to launch a new ticket, passing over key details, for a different team. From what I’ve been reading here, this is possible through what looks to me like a seriously complicated approach utilizing API, webhooks, JSON, and possibly magic fairy dust!We need to be clear, I know absolutely nothing about API’s, Webhooks, or JSON. I was never able to devote any time to learning this. I don’t particularly want to learn it now, either, I just want to be able to put something in the workflow that works.Are there any tutorials or step by step lessons availabl
One of teh most interesting datasets from our recent Wellbeing in IT survey is this:Q6. Does your organization have suitable mechanisms for preventing and helping with employee wellbeing issues? Response 2022 Percentage 2020 Percentage Delta What’s “wellbeing”? 5% - +5% Don’t know/not really thought about it 11% 5% +6% No 2% 24% -22% Yes, but they need improving 46% 44% +2% Yes 36% 26% +10% One delta jumps out – that the “no” responses have dropped from 24% to 2%. This change hopefully represents organizations’ increased focus on employee wellbeing, whether they work in IT or any other business function. However, only half of this delta is shown in the “yes” increases. Nonetheless, while there’s room for improvement, it’s still a great improvement.How does this stack up against your organization’s w
Dear Forum users, We have a requirement where we need to use a ticket to handle each Application access with multiple Modules and each Module will have multiple roles. We tried to create the same using Service Request module, however three level multiple selection is not possible using FS.Application => Modules => RolesDo let me know if anyone got solution for this scenarion. Thanks JS
I’ve seen a couple of forum threads through searching, but have not been able to find resolution. We have a different UPN than we do primary SMTP address. As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address. So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address. I know that I can merge these, but it’s rather cumbersome. The other option I see is to manually add the secondary email address. Is there a way that I can automate this via mapping attributes or otherwise? I don’t want to have to remember to do this for each new user.
I cannot figure out how to send an approval email to the requester in the Change Automator. I really need to be able to do this as the requester of the change needs to approve of the direction the change is going in. I can easily add approval request of individuals but since the requester will usually always be different I do not know how to accomplish this. Thank you for any suggestions you can provide!
I am about to make a new service catalog with items in it, but unfortunately did I by a mistake not clone a template but overwrite it instead. So the Thumbnail picture is now gone - no where to be found :( Can I, in anyway find the Freshservice default Icons for service catalogs somewhere? I don´t think this will be the last time, and I really need a mobilephone Icon :D Please help us out
Hi guys, I find difficulty to generate a report of Tickets created a period of time. but no Child tickets should include.Situation:I am having a integration which triggers numerous tickets every day so I used to merge multiple tickets with certain Parent Ticket, at the end of the month, while taking the report i could only get all the tickets created, but my intention is to exclude all child tickets.can some help here!
Hi, we are using FreshService now for some years, and are continuously looking for improvements on this. For that we’d like to cross-share experiences with other companies like ours: a global production company with +15 productionsites worldwide. We would like to share idea’s and -if possible- have a visit to your company. Preferred countries are: Belgium, Italy and US (Midwest). But also neighbourcompanies like The Netherlands, Germany, France, Luxemburg or even Spain are a possibility for us.You can reach out to me on email@example.com.Tx,Friedo
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