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Employee Experience

1880 Topics

P
Top Contributor
PGauravTop Contributor
asked in Freshservice

No dropdown options in expected output

Hi team,In the workflow Automator, there are no other options visible (unable to select) in ‘Expected Output’ of condition tab.It only shows Boolean as option. See below screenshot.Why other options are not visible like Datetime. Thanks!

2
zachary.king
Skilled Expert
10 months ago
Doigy09
Apprentice
Doigy09Apprentice
asked in Freshservice

Filed Manager Form Fields

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? 

1
Glavin Crasta
Top Contributor
1 year ago
T
Top Contributor
tony.sTop Contributor
asked in Freshservice

Can end users have the same search experience like our agents?

Hey, one of our end-users asked about a way to search in his old tickets including their bodies. I know this should be technically possible because as an agent my searches always include also the tickets contents. In the support portal on the other hand there is only the combined search for tickets, solution articles and services. Using this search does not include the tickets contents but only their subject (which doesn’t help if you have 50 service request tickets with the same subject)Right now, when he needs to find an old ticket he calls me, I do the search for him in the agent portal and tell him the ticket id. I’d like to find a solution which gives him the ability to perform such a search on his own without having to export all tickets as csv first.

0
T
Top Contributor
11 months ago
Mams
Apprentice
MamsApprentice
asked in Freshservice

Load balanced ticket assignement per agent in Freshservice

Hello, Many customer are request the Load balanced ticket assignement per agent in Freshservice.This is something already availalbe in Freshdesk.Do we know when this feature will be developped?Thanks,

0
Mams
Apprentice
4 months ago
A
Apprentice
alejoAApprentice
asked in Freshservice

Is there a way to get the activity log (or at least its close_at value) from a project task using the API?

For a company report in power bi it´s needed the closed_at date of project tasks for certain analyses, all other data we get through the API but we could not so far find a way to get this data through the API operations found at https://api.freshservice.com/.is there a nice consistent way to get this data? and would it be possible to get other activity log data that could be useful in the future?

0
A
Apprentice
4 months ago
M
Apprentice
Mika JusslinApprentice
asked in Freshservice

working as Freshdesk agent and service technician

How can I be / create roles as Freshdesk agent and Field service technician at the same time? 

5
G
Skilled Expert
6 months ago
Nexus
Contributor
NexusContributor
asked in Freshservice

Using ' in API ticket.description

HiIf I create a simple node in the automator that looks like:"{{ticket.description}}"and I test it with a string that cointains the character ‘ followed by an operator like +, -, * or / is fails.The string: l’aria it works.But the string: Trovane una’ + bella it fails.Any idea how to solve that? In Italian is quite common to have in the description those charcaters.The function replace() doesn’t work with the ‘Thanks 

5
Daniel Söderlund
Skilled Expert
1 month ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What do the employees that don't use your IT service desk think of it?

Two of the key stats in this Forrester Research report...62% of employees avoid the IT service desk 58% of employees live with ongoing problems that the service desk can’t fix.While stats such as these are important to know, what’s more important is understanding why.Have you ever looked at this issue in your organization? Please share your thoughts and successes.(A periodical customer satisfaction to all employees, rather than after every nth ticket, will help but only if people respond and there’s a question that can source the insight you need).   

2
manns
Skilled Expert
8 months ago
S
Apprentice
scottbeattieApprentice
asked in Freshservice

Delegating mailbox permission

I want to create a service request type with approval process to obtain read only delegated access to an employees O365 email. I’m not able ot locate any specific App level integration that include a mailbox permission function.  Has anyone used one or will i have to revert to powershell?

1
sanofar.allahpichai
Community Debut
1 year ago
D
Apprentice
devinequijesuis
asked in Freshservice

Why support don't answer

It’s been a month we need more assets, because we don’t know why, suddenly we can add things or pay anymore, but nobody reply after 30 days to a critical tickets.Now we lose data because of them.WHY

2
rashmi.nag
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What differentiates "great" ITSM success from "good" ITSM success?

I’m writing an article on this based on the ITSM capabilities adopted and how well they’re working (and I will drop some snippets in as a response once the data analysis is complete). But what do you think? It could be anything not just specific process strengths, e.g. the ITSM tool, people, training, strategies, metrics, etc.Please let me know as a response.

5
manns
Skilled Expert
1 year ago
SanaSiddiqui
Skilled Expert
SanaSiddiquiSkilled Expert
published in Freshteam

30 HR metrics and formulas every HR should knowBlog

HR metrics push you to set clear and measurable goals, measure progress/results, and improvise on them. They back your opinions, ideas and strategies in the meeting rooms, and never let you down.In this blog, we cover four categories of HR metrics:Hiring process optimization metrics Employee turnover metrics Employee Referral program metrics Candidate experience metricsRead More...

310
SanaSiddiqui
Skilled Expert
2 years ago
R
Apprentice
ryan.elliottApprentice
posted in Freshservice

Priorty increase from low to medium

I'm looking for a way that I can set a ticket rule using the ticket Automator.I want a rule that will increase a ticket from low to medium if the ticket has been left open for 3 or more days. I could not find a way to do this and wondered if anyone has done anything similar?

5
rajagopal.baladhandayutham
3 years ago
manns
Skilled Expert
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.

2
manns
Skilled Expert
5 months ago
G
Apprentice
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.

1
M
Contributor
3 years ago
S
Top Contributor
shannon.mejiaTop Contributor
asked in Freshservice

Adding Text on Ticket Page in Portal

I want to be able to add custom text under the “Report an issue” on the ticket form on the portal.  It is all HTML though it seems.  Any easy way to do this?  

3
S
Top Contributor
14 days ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

How do you measure IT self-service success?

So you’ve implemented an IT self-service portal but how well is it doing?These stats from a recent survey with Freshworks show that:18% of organizations don’t measure IT self-service portal usage     41% of organizations use quantitative measures such as usage volumes     21% of organizations use immediate qualitative measures such as employee feedback on transactions     18% of organizations use periodical qualitative measures such as generic employee feedbackI’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk).So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others. 

0
manns
Skilled Expert
1 year ago
G
Apprentice
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?

1
S
Contributor
9 years ago
P
Contributor
prithi.pillayContributor
posted in Freshservice

User Authentication - Word/phrase

HiWondering how other users authentication users when providing support, in particular over the phone?We have authentication word/phrases which are currently saved in a spreadsheet and agents look up a user.We would like to add this into Freshservice - our initial thinking was to add as a custom field in Requestor details, however, there doesn't appear to be a way to display this in Form fields for the Support team, so they can see as they are logging the ticket. The agent has to have a secondary tab for FreshService to look up a requestor which is no better than the spreadsheet really.Wondering if others have a user authentication process and how they have implemented into FreshService?

2
P
Contributor
4 years ago
I
Contributor
iapruzzeseContributor
posted in Freshservice

After Hours Support

We are looking for a way to manage tickets that come in after hours or weekends.I wanted to see what others are doing to notify on call staff of tickets.One of my requirements is that it does not alert everyone, just the on call team, and that the alert is only generated off hours. I.E - I don't want to get an alert every time a ticket is created M-F between 8am -6pm.

1
M
Contributor
7 years ago
R
Contributor
ryan.millerContributor
posted in Freshservice

Unable to update due_by via API for Service Items

Is there a limitation or bug related to my inability to update a Service Item's due_by property via API?   Any way to do this w/o having to change it to an incident type (which does not work in our case).using resource (PUT) /api/v2/tickets/1234with JSON payload { "due_by": "2020-01-12T21:28:08Z" } throws a business rule error in the response payload { "description": "Validation failed", "errors": [ { "field": "type", "message": "It should be one of these values: 'Incident'", "code": "invalid_value" } ] } 

1
M
Contributor
3 years ago
I
Apprentice
informatiqueApprentice
posted in Freshservice

Best practice or ticket glossary

Hi,Is there a glossary for tickets (like for analytics widget : https://support.freshservice.com/support/solutions/articles/50000001029-analytics-widgets-glossary ) ?Is there a manual for best practices for tickets ?Thanks

2
I
Apprentice
2 years ago
A
Contributor
andrew.belterContributor
posted in Freshservice

Agent Reply Template: broken cursor position

The latest Multilingual notification update appears to have created a bug that has broken the "cursor position" feature on the Agent reply template. No matter where the cursor is placed when saving, it defaults back to the beginning. This has caused our agents to mistakenly send unprofessional-looking emails that are not in the format we have approved/ our end users are accustomed to. I have submitted a chat and ticket for this a week ago and have been repeatedly asked for time but with no answers or action.

3
M
Community Debut
6 years ago
D
Contributor
dmillsContributor
posted in Freshservice

Asset search bar disappears

It seems anytime you use the asset filters in the assets list the search bar disappears and will not return unless you refresh the page

2
S
Apprentice
1 year ago
A
Apprentice
adbApprentice
posted in Freshservice

Ticket subject

Is there an option to enforce users submitting a ticket by email to add a subject AND body?

1
K
Contributor
6 years ago

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