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Freshworks Analytics | Ask the Experts Session

17 days ago

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Employee Experience

Employee Experience

1664 Topics

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carlosag0122Apprentice

asked in Freshservice

How can users assign assets to a ticket?

How can users assign assets to a ticket? For instance, let’s say a user manages 1000 cameras through a software. If the user wants to report a camera not working ( bad network connection), how would the user select the camera while avoiding to having to assign all assets to the users?

6 months ago

jemi talaApprentice

posted in Freshteam

use freshteam APIs to build a ReactJS app in 4 hours?

In the dashboard, Freshteam does not provide employee counts - charts by the team, branch, work mode, and designation. Additionally, it lacks a feature that allows for easy access to all of the employee capabilities and data in one location.To solve this, I have created an app that has all these features.GitHub Link: https://github.com/DhiWise/Company-intranetVideo link: https://youtu.be/x0wDffQsJT8

4 months ago

JnstareApprentice

asked in Freshservice

integrate Freshservice with Servicenow through Unifi

HelloI will need to integrate Freshservice with Servicenow through Unifi (sharelogic.com)Does anyone here have any experience setting it up?How did you make it?Is there any APP ready to install in the APPStore?

5 months ago

rashmi.nagCommunity Manager

published in SysAdmin Appreciation 2022

The Freshservice Feature RoundupFeatures

Hey everyone!Ready to get started with Day 1 of our Sysadmin Appreciation Celebrations?First up, we have a Freshservice Feature Roundup where you can check out some quick demos and explanations of popular and helpful Freshservice features.Change managementAbout 80% of IT issues happen due to poorly managed changes. This tutorial explains how to establish a change management process using Freshservice, that mitigates risk and slashes a chunk of IT expenses. Enterprise Service Management (ESM)Bridging silos and extending the benefits of ITSM to the lines of business | Freshservice Enterprise Service Management (ESM) is about transforming your business. Create superior user experiences across the enterprise, optimize IT productivity, and control costs to build business resilience in a changing world. Supercharge your IT service desk with native ITOM features IT service requests are not necessarily disconnected from issues ITO

840

6 months ago

pprotoApprentice

asked in Freshservice

TaniaSuApprentice

asked in Freshservice

Customer Portal Customization - Add all outstanding Onboarding Requests

Hello all,By default, a list of onboarding requests with pending approvals are displayed on the home page of our customer portal. I’m wondering if anyone has done customizations to include Onboarding requests in progress. I’m looking to display all of the onboarding requests that are still outstanding instead of just the ones with pending approvals. I’m aware that these can be accessed through the dropdown but looking to make them more accessible. Thanks!

5 months ago

mannsFeatured Influencer

posted in SysAdmin Appreciation 2022

Employee wellbeing should be of interest to all of us

ITSM.tools is running its Wellbeing in IT survey again for the first time since 2020. Please take 1-2 mins to respond to help the industry understand where we all are right now. Thanks (and any sharing is appreciated too) :)https://docs.google.com/forms/d/1POAr9usEUKj94tasQlI9cd6nlR-Z1XDPx5tmtaI6KxI/edit

5 months ago

vishalncTop Contributor

asked in Freshservice

Dual Asset Allocation report

I want a report, on who is having a dual asset. I am using Freshservice growth plan.

5 months ago

MichaelS24Skilled Expert

asked in Freshservice

Logged in Agent Placeholder?

Hello!Any way to use current logged in agent as a placeholder for responding to tickets in FreshService.For use in system reply template + canned responses. Small team so we will often reply across tickets without the need to change agent.Cheers,Michael.

6 months ago

AnushaCommunity Manager

posted in Freshservice

Let's Talk ITOM – What's on your mind?

Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How would you describe your ideal on-call setup? Go on. List your questions and thoughts in this thread, and my team will strive to address them in the webinars.And sign up here, if you haven’t already!Speak soon :)Anusha

5 months ago

daniel.soderlundSkilled Expert

asked in Freshservice

SSH to linux server

Hello, Looked at the SSH app and say that I need a Orchestration Server.Due to cost I use linux servers and looking for a way to ssh to them. Is there a Orchestration Server for linux or can the app talk direct to a linux server?

6 months ago

bhotaSkilled Expert

asked in Freshservice

Email to be sent with assets for Offboarding Ticket

I have to send emails with the requestors assets to the Asset Management Group for Offboarding tickets.If the event is Ticket is Updated with condition that asset is not null, then the same email is sent everytime any ticket field is updated. If the event is Associated assets is added, then one email is sent for each associated assets.I want only 1 email to be sent. for all assets per ticket. What could be the possible event and condition?Note that during creation of Offboarding SR, there is no option to associate Assets. After creation they can be associated.

5 months ago

TagManApprentice

asked in Freshservice

Service Request Fulfilment Asset Company Filter

We are running Freshservice in MSP mode and are investigating the appropriateness of using Freshservice over other Asset Management platforms. As we would be looking at managing assets for a number of clients we were wanting to understand how we could have the list of In Stock assets pre-filter based on the company associated to the ticket?We are wanting to ensure that our agents don’t accidently select a device associated to the incorrect company.

5 months ago

WAWPFApprentice

posted in Freshservice

Parent Locations don't display data for Children in Reports & Sorting

~Please move to Interest Areas - IT Asset Management. Tried posting there originally, but got an error saying I did not have permissions.~ I have been running into quite a bit of trouble recently regarding locations for assets. Below is an example of how one might organize their locations. Country - State - CityUnited States - Alaska - JuneauUnited States - Alaska - AnchorageUnited States - Alabama - Montgomery Let’s say I wanted to run a report showing all the assets that are located in Alaska. While you can select the parent location in the filtering option for report, it will not show the data for the child locations. So if there are 50 assets in Juneau, 20 in Anchorage, and you select to filter by Alaska, it will display 0 assets. Each parent location is also treated as a location in itself. So the only way to have assets display under Alaska would be to assign it to that state. It could not be assigned to a child location under that. The same goes for country. If I wanted to sort

5 months ago

PenelopeApprentice

asked in Freshservice

Looking for suggestion

Hello everyone,I am new to this community. I was looking for suggestions to develop an android game like Assassin’s Creed Pirates. Is it possible to develop a game like this?

5 months ago

AnushaCommunity Manager

posted in Freshservice

Webinar Recordings: Let's Talk ITOM

Did you miss the ‘Let’s Talk ITOM’ webinar campaign? No worries! The recordings can now be accessed on demand. Just grab some popcorn (or coffee), head over here, and sit back. Highlights:Webinar 1: Featured 2 demos showcasing unified incident management in Freshservice. Here’s a blog post covering the same. Webinar 2: Deep dive into On-Call Management – is especially ideal for Growth customers who, after the GA, have access to the module. Pro & Enterprise customers will get to know about all the enhancements since the Beta launch. Webinar 3: AMS 2.0 with easy onboarding, integrations, & intelligence – is great for grasping the multiple enhancements that now make the module a breeze to use. Webinar 4: Deep dive into Automated Grouping – is ideal for customers keen on AIOps. Remember, Automated Grouping is in Public Beta!Link to watch-on-demand page: Here

6 months ago

KrisCSkilled Expert

asked in Freshservice

Google Orch - Sending emails when account is created

Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this?

5 months ago

mannsFeatured Influencer

posted in Freshservice

What does experience mean to your IT team(s)?

This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)

4 months ago

jpuebs1000Apprentice

asked in Freshservice

Advanced Project Analytics

Hi! Has anyone been able to successfully implement advanced project analytics for ongoing projects? Specifically, looking to add things like CPI, SPI, etc., for the purpose of tracking how efficient a project is cost/time-wise. The only way I’ve been able to acquire this sort of data is tracking separately with a Google sheet which is less than ideal. Open to thoughts and suggestions! Thanks!

5 months ago

mannsFeatured Influencer

posted in Freshservice

SMEs are more likely using enterprise service management than mid-market organizations

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%

5 months ago

BobbyBMoreTop Contributor

asked in Freshservice

Analytics for Service Catalog and or Purchase Order

Hi -I am looking to have an analytics dashboard for Service Catalog requests and/or Purchase Orders. I see the out of the box dashboard “Purchase Orders Overview” but that is very high end. I need:Spending total per employee by month Spending by employee per item/per month. For example, Jane Doe spent $232 in June on medical kits and $43 in July Total money spent on all items within a bundle by quarterIf I have the above three, I can complete the rest. I just don’t see an obvious way to set this analytics reporting up out of the box. Is scripting needed?Thanks

6 months ago

maxlehot1234Skilled Expert

asked in Freshservice

Analytics report with interactive date range on each chart with filter created on XYZ

Hi everyone,I try to create a new analytics reports using the interactive widget, BUT with a date range AND each chart need to have this filter too: Created Date on “interactive date range go here” and resolved date on “interactive date range go here”But I try to do this on the chart:But I still need to enter a specific value which does not update base on the interactive date range widget. I got this:I doesn’t want to change each graphic date range if I use the interactive widget.I probably do something wrong in the analytics report.Thanks for your help by advanced and have a nice day,

6 months ago

Stefan.RollTop Contributor

asked in Freshservice

Create Task in New-Gen Project via API V2 Freshservice Html Description

Hi there,with the Freshservice API V2 now it is possible to create Tasks in the New-Gen Project Management.Many Thanks for it.This works fine, only the description field works not with HTML text which is sent in the JSON.Info Field, content is from the json send via APIMy JSON looks like this:{"title":"Save Invoice","description": "<p>Some <strong>strong <\/strong>HTML <br \/>and <em>italic <\/em>Text.<\/p>","status_id":696,"priority_id":690,"type_id":863}Is this the right way to sent HTML content in the description field?I also tried to convert the description field to HTML entities, which displays the plain text with the encoded entities.Greetings,Stefan

6 months ago

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