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1877 Topics

I
Apprentice
isaac.quirosApprentice
posted in Freshservice

Campaign ideas to encourage the customer's response rate

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?

2
V
Community Debut
3 years ago
D
Apprentice
deborah.harrisApprentice
posted in Freshservice

Ability to Add Solution to Templates / Scheduler Items

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.

1
rajagopal.baladhandayutham
3 years ago
R
Apprentice
robbyApprentice
posted in Freshservice

Trigger a FS Agent Audit on Macs

I'm wondering which command or script I can invoke to force a new FS-Agent audit. I'd like to be able to refresh my Inventory information at will through a Jamf policy this way.

8
Bala_Kumaran
Community Debut
4 months ago
J
Apprentice
jonathan.houstonApprentice
posted in Freshservice

API: Request forbidden by administrative rules

I have Account Admin rights and I am using the APIKey.When calling the api locally from my development pc the api will work.When calling the api from azure I get 403 Forbidden Request forbidden by administrative rules.This has been working for the past 3 weeks and 2 days ago it started failing.  Has anyone come across this issue before and possible have a solution.  I have looked all over the portal for an settings for this as well as googled.Thanks!

3
rajagopal.baladhandayutham
3 years ago
P
Contributor
peter.vancikContributor
posted in Freshservice

Workflow conflict / Add PRIVATE note after closure Reopen ticket when requestor responds

Hello, A bug in workflow automator. We have 2 rules: 1. If ticket updated / if status is closed / add private note "<text>" 2. Out of the box rule > Reopen tickets when the requester responds When ticket is "closed"  rule 1. is executed and "SYSTEM" adds a private note. But it is in the same time also rule 2. executed. and ticked reopened! This ticket can not ever be closed. Problem is, that Freshservice does not recognize System note and Requestor note. Or the primary EVENT(condition) if requester responds is wrongly defined in code of rule 2. Thank you Peter

3
rajagopal.baladhandayutham
3 years ago
R
Apprentice
ryan.kuanApprentice
posted in Freshservice

Problems with time entry note that contains less-than character via API

Hi,I have a C# client that creates time entries via the API. I'm serializing a time entry object with the following json value:{"time_entry":{"billable":false,"note":"<Test Note>","hhmm":"00:01","user_id":"1111"}}For some reason it does not work if the note contains a less-than character. It works fine otherwise. This used to work a few weeks ago but for some reason it now just save a blank note. Any idea why?ThanksRyan

0
R
Apprentice
3 years ago
P
Apprentice
perezdelarosamarlonApprentice
posted in Freshservice

Inline images not showing when creating a ticket through the API V2

Hello,I was able to create a ticket through the api v2 with HTML content for the description. The html content has images inline, so I used base64 encoding to make them visible. However I can't see them, there is only the empty squares, not like if there is an error but just not showing at all.When I use a Json viewer everything is perfect and the images are there.My steps :Export emails from a folder in Outlook through powershell.Encode any inline attachment to base64Create the body for the Post Request as hash tableConvert it to json and export it to a file (debuggin purpose)Using the api directly from powershell tells me that there is a problem with the json, but if I send the Post request from Insomnia, it works so the json data is correct, passed it through different validators and it was validAre there any solution for the inline images when creating a ticket ?

0
P
Apprentice
3 years ago
M
Apprentice
matsuhashi-kApprentice
posted in Freshservice

Initial Settings for tabs and reports...

Sorry I ask 3 questions at a time.If you know below answer, let me know.1.  How to create a new report divided by business hours?     2.  How to link incident tickets to knowledge base?     I know problem tickets links knowledge base, but...3.  When it comes to create a new report to see the numbers of tickets for each affairs,     how can I do that? I already used tags.You don't have to answer all, but if you know one of them please let me know.Thank you in advance.

1
rajagopal.baladhandayutham
3 years ago
D
Contributor
dario.vernelliContributor
posted in Freshservice

Announcements preview

Hi,I'd like to show just a couple of rows of announcements, not just the title.Is there a way to do that ? ThanksDario 

2
D
Contributor
3 years ago
P
Apprentice
princess.escalApprentice
posted in Freshservice

freshservice app

we are creating app in freshservice, how to add image in the my app i will attach a file to show where it is. the box on the bottom in right side 

1
suvashini.balashanmugam
Contributor
3 years ago
M
Contributor
mary_sawyersContributor
posted in Freshservice

Summer Business Hours

We are on a 4-day work week for the summer only.  Can I simply uncheck Friday in business hours during this time and check it again in a few months or will this affect SLAs outside of summer?

1
rajagopal.baladhandayutham
3 years ago
C
Apprentice
cathy.faberApprentice
posted in Freshservice

Asset Mangement

I am new to Freshservice. I am trying to import an excel file into Freshservice.  I have created the file and created an asset form to match the spreadsheet. My issue is that I am trying to use my own categories and not the categories that Freshservice is having me use. I don't need a few of them. Is there a way to set it up, without using the default categories. I do not need all of them.Thank you,

1
suvashini.balashanmugam
Contributor
3 years ago
A
Contributor
andrew.millerContributor
posted in Freshservice

Ideas for Service Catalog Items?

Hello!Background - I manage the Help Desk/Service Desk for Asbury University in KY USA.  We're SLOWLY implementing FreshService for our campus.  We're at the process now of differentiating between Incidents, Service Requests, etc. and teaching ITIL to our staff (we haven't previously used ITIL or FreshService). I was wondering if anyone out there had a good running list of services they provide to their organization/business/campus?  Here's a preliminary list of services we came up with.  Please note that we aren't presently including Employee Onboarding items that are non-IT (like we don't provide Office Supplies, Physical Keys, etc.)Access Requests:ID Card AccessNetwork Share AccessEmail Account AccessERP System AccessCRM System AccessITS Ticketing System AccessReplacement Technology Requests:Laptop UpgradeDesktop UpgradeMobile (Cell) Phone UpgradeDesk Phone UpgradePrinter UpgradeScanner UpgradeDocking Station UpgradeNew Hardware Requests:New LaptopNew DesktopNew ScannerNew PrinterNe

3
manns
Skilled Expert
1 year ago
L
Contributor
lochy.wraggContributor
posted in Freshservice

Change Columns in Assets - Inventory

We currently have these list of columns:Can this be changed at all?

4
sanofar.allahpichai
Community Debut
1 year ago
G
Apprentice
garrett.richardsonApprentice
posted in Freshservice

Solutions articles stale report

Does anyone know of any reporting feature within FreshService that can track the length of time between revisions to Solutions articles? In order to maintain the best knowledge base possible, it would be helpful to see which articles have been posted for, say, six-months, without any type of revision. 

1
T
Community Debut
4 years ago
M
Apprentice
m.madthaApprentice
posted in Freshservice

Remove external banner from emails

Hi,Since the Freshservice emails originate outside our email estate, we mark the email as "External Email", which was earlier done to reduce phishing. Since the Freshservice email is a legit email, we want to whitelist this source so the banner does not show up. We notice that the emails originate from 198.21.4.52 and the whois on this gives us o1.email.freshservice.com. One option is to whitelist the IP, however this would break when the IP changes.I'm looking for something more concrete rather than IP maybe a hostname which may stay more stable.Any ideas the hostname that we could use to whitelist ?

2
P
Contributor
3 years ago
C
Apprentice
chris.footApprentice
posted in Freshservice

SSL Revoked

The SSL behind our helpdesk had just been revoked so we can no longer access our helpdesk at all. Can this be fixed urgently please

4
T
Community Debut
4 years ago
M
Apprentice
marko.kirvesApprentice
posted in Freshservice

Pasting a link into the WYSIWYG editor breaks the content in the change requests

I have an ongoing issue with the Freshservice WYWIWYG editor, where pasting a link and saving the field contents in the change requests breaks the content.Create new CR in Chrome on macOS High SierraEdit rollout planCopy a website link from a Chrome location field using Command + CPaste the link into the editor field with Command + VClick Update to save field contentsThe link and all content after it is lostThe workaround is to paste content using Command + Shift + V or edit the content outside the WYWIWYG editor.Looking at the editor source code, it seems to be based on Redactor released in 2012.

1
T
Community Debut
4 years ago
L
Apprentice
luke.mackenzieApprentice
posted in Freshservice

Live chat on freshservice portal

I am trying to embed the freshchat widget onto the portal for fresh service. But I can't seem to get the codes to work wherever I put them.Has anyone been able to get this widget to run, and can you point me as to which sections in the portal the two required codes need to be added.Cheers

3
T
Community Debut
4 years ago
K
Contributor
kstillContributor
posted in Freshservice

Using custom mail server - O365

Anybody else having issues with Freshservice retrieving emails to turn into tickets?These are the settings that worked for me previously.Incoming Mail server: outlook.office365.com:993 (SSL) (Auth: Plain)Outgoing Mail Server: outlook.office365.com:587 (SSL/TLS) (Auth: Login)This worked fine before, I added a new e-mail and it stopped working.Also I noticed I am no longer getting the e-mails to verify the new e-mail address.Note: The info is correct because if I input it incorrectly Freshservice will give an error and not let me proceed/update the information.

7
T
Community Debut
4 years ago
D
Contributor
dlambrechtContributor
posted in Freshservice

Why can we resolve tickets when there are still tasks not finished.

HI,When we have tickets we can close them even when there are still open tasks.This doesnt feel correct ?Any thoughts why this doesnt prevent you from resolving the ticket.Kind Regards,David

3
M
Contributor
4 years ago
D
Apprentice
duganzApprentice
posted in Freshservice

Liquid for checking Ticket Type

My objective is to conditionally display some HTML in the Ticket Details page if the ticket is an Incident [the tickets "Type" field is set to Incident]I'd imagine this would look similar to what I have below, but this exact statement always returns false, thus never displaying the content within the IF statement.{% if ticket.type == "Incident" %}       <!-- Conditionally Displayed HTML goes here -->{% endif %}I don't seem to be able to find any documentation on a "ticket" object though.

2
dineshs
Contributor
1 year ago
I
Apprentice
it-serviceApprentice
posted in Freshservice

critical problem with service catalog template

Hi together,    today i experienced the following critical problem: We already had a service catalog template called "access permissions".  With this the users were able to ask for some permissions.  Inside of this template there was a single line text field.  This template was used very often before. After each request for permissions an email was sent to our managers for approval.  Now i edited the template: I deleted the single line text field and added a paragraph text field. The template is working very well. BUT:  In all of our old tickets who was based on this template the content of the single line text field was deleted.If we would be a larger iso certified company, this could be a game changer!How can this be? For me this isn't the meaning of a template, right?Is this a bug or feature? ;-)Looking forwar to hear from you.

3
T
Community Debut
4 years ago
E
Contributor
elbertContributor
posted in Freshservice

New Dashboard opens a new tab

With the new dashboard update, every time I open something from my dashboard a new tab opens.This is pretty annoying resulting in a lot of memory taken by Chrome or another internet browser.At the end of the day, I have like 20 new tabs from Freshservice open.Can this be changed like it was before?I get a lot of complaints from my colleagues.

11
J
Community Debut
3 years ago
Breezy Themes
Skilled Expert
Breezy ThemesFreshworks Partner
posted in Freshservice

Otay Freshservice portal

Otay Freshservice portal is created for knowledge bases with a large amount of content. It makes reading information easy and comfortable. This Freshservice template displays categories boldly above the fold, all elements are arranged properly to keep smooth navigation. The template also includes Font Awesome and additional formatting components to make content easier to digest (not provided in the default template). It is responsive and looks great on all devices. We can help you install the Otay template on your Freshservice portal free of charge. Test the demo of the Otay template for Freshservice portal.

0
Breezy Themes
Skilled Expert
4 years ago

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