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1898 Topics

D
Apprentice
deeptimay.routrayApprentice
posted in Freshservice

Navigating to exact FAQs

HiiI am using freshdesk sdk in my app.My question is can I access certain FAQs article from certain button from my app.Basically I am trying to put little question mark buttons all over my application and when clicked user will redirect to exact FAQ article related to the topic where the button was

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D
Apprentice
7 years ago
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r.wilcockApprentice
posted in Freshservice

Remove entire conversation when responding as an agent

Morning, is there a way to remove the entire conversation when replying to a requester? Currently when I reply as an agent in the ticket, the requester receives a very long email with every update ever logged in it, id like to turn that off please.Is there a way? 

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R
Apprentice
8 years ago
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Contributor
graemehendryContributor
posted in Freshservice

Another Company uses Freshservice

Scenario, User call us with an incident, we log it IN-300 We can't resolve, so forward that to our 3rd party supplier, they also user freshservice. Their instance logs it automatically at their end IN-200 and sends us confirmation. That confirmation updates our incident IN-200 ! Not incident IN-300 that we logged at our end. Spoke to support, and they suggested we and the 3rd party create observer rules, custom fields, and Webhooks. Surely not, if Freshservice are going to grow, this can't be the best way forward. Is there no way to use the header information in emails to route them properly ? Are we seeing something no one else does ?

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Contributor
5 years ago
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Apprentice
oliver_14249Apprentice
posted in Freshservice

Time on account

Hi Does Fresh Service have the concept of "time on account" ? That is, if a client pays us upfront for X hours can freshservice assign ticket time to that block of pre-paid hours and report on how many hours are left and how they were used? Olly

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6 years ago
M
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msmollarApprentice
posted in Freshservice

Adding New Employees to Building Security System?

Hi all,     I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system.  They use fingerprint readers, so I'm not really issuing any particular asset.  The database has no limitation of users to add, so I'm not sure if this should be registered as a CI?  Thoughts?

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M
Apprentice
5 years ago
S
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sathish.warrierApprentice
posted in Freshservice

Mail server issue

This is how you fix the issue

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S
Apprentice
8 years ago
S
Contributor
sathyanarain.muralidharanContributor
posted in Freshservice

10 things you need to STOP doing in your IT service desk

10 things you need to STOP doing in your IT service desk from Freshservice

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Contributor
8 years ago
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Contributor
abey.elsheemyContributor
posted in Freshservice

First Line Support vs Escalations

HelloWe have a first line of support and other teams as the below - Helpdesk : 1st line of support- System Admin , Voice & Network teams are higher tiers We here as Helpdesk must be the team who closing the issue/request with the requesters.But yet our reports being inaccurate as we assign the ticket to another group then when System admin as example complete their part it's being assigned to helpdesk again.Is there anyway to submit another ticket depending on this ticket to another tiers ?

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A
Contributor
8 years ago
C
Apprentice
cmahlbergApprentice
posted in Freshservice

Authentication a webhook integration

Hi am trying to authenticate with freshservice so that I can create an integration between Podio and FreshService.  I have already created my web hook in podio, now I am trying to see about authenticating to Freshservice.  Is there some kind of nuget package I can install into .net that will assist me along the way?  

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C
Apprentice
7 years ago
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conrad.harwoodApprentice
posted in Freshservice

Reporting: Received Tickets vs Resolved Tickets vs Backlog Tickets

Hi guys, I hope everyone is well. Now please excuse this question if the answer is obvious (I have a bit of a Friday mindset going on) but I cannot for life of me work out if we resolve more tickets than what we receive how the backlog numbers keep going up. Especially by 16.33%! Please see the attached image, thank you in advance. Kind Regards, Conrad H

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C
Apprentice
6 years ago
C
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chris.mcpartlandApprentice
posted in Freshservice

User Guide Documentation by Version

Hi I have just joined a company who are using Freshservice Blossom.  Is there any user guide documentation specific to Blossom? Thanks

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C
Apprentice
6 years ago
W
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wsalloumApprentice
posted in Freshservice

How can I get a list of assets for a specific asset type?

Hi All, I want to get a list of assets for a specific asset type, I have tried the following but it seems it doesn't work, can u advise?https:// mydomain.freshservice.com/cmdb/items.json?ci_type_id=1 Thanks

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W
Apprentice
6 years ago
J
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johnrodriguezApprentice
posted in Freshservice

internal server error (500) on using API

Hi , my code in c# is : string fdDomain = "mycompany"; string apiKey = "x0x0x0x0x0x0x0x0x0"; string apiPath = "/helpdesk/tickets.json"; string json = "{\"status\": 2, \"priority\": 1, \"email\":\"test@test.com\",\"subject\":\"test\",\"description\":\"confirm whether received\"}"; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("http://" + fdDomain + ".freshservice.com" + apiPath); request.ContentType = "application/json"; request.Method = "POST"; byte[] byteArray = Encoding.UTF8.GetBytes(json); request.ContentLength = byteArray.Length; string authInfo = apiKey + ":X"; // It could be your username:password also. authInfo = Convert.ToBase64String(Encoding.Default.GetBytes(authInfo)); request.Headers["Authorization"] = "Basic " + authInfo; //ServicePointManager.ServerCertificateValidationCallback = new Remot

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J
Apprentice
6 years ago
J
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jasonburch900Apprentice
posted in Freshservice

Mgk advertising

Am now on fresh services any help I can get would beg treat thx

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J
Apprentice
7 years ago
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bgoldnerApprentice
posted in Freshservice

api ticket integration with Logicmonitor

Has anyone successfully done this?

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B
Apprentice
7 years ago
S
Contributor
stephen.shephardContributor
posted in Freshservice

Track Meraki Licenses in CMDB

Do you, and if so, how?Here's what I came up with:* Create an Access Point CI for each device (e.g. MR24), recording its serial number* Create a Software CI (I created sub category called "Cloud Application") for each cloud controller license, recording the license key and acquisition date* Create a Software License Contract recording the adjusted coterminous expiry date, total license spend and license countNow, add each Software CI to the contract as a covered asset.Attach each software license to the access point it covers (I used a "Managed By" relationship).Maybe I'm overthinking it, but curious if anyone has a better way to track these. I suppose you could track the APs as leased hardware, but that's not quite how Meraki works.

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Contributor
7 years ago
S
Contributor
sarah.vandegoorContributor
posted in Freshservice

New forum topic vs new support ticket

 Hi,What is the difference between added a new topic in a forum and submitting a new support ticket?When should one use which?Also, is there is difference in the functionality of tickets and forum topics? For example a ticket has an assigned agent, a ticket can be pending, etc... I assume all this does not apply to a forum topic or am I missing something?Thanks,Sarah

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Contributor
7 years ago
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Apprentice
gerard.garciaApprentice
posted in Freshservice

Aviso Registro nuevo

Hola,Quisiera saber si es posible que llegara una notificacion por correo a un grupo cuando un usuario se registra a traves de la web. Y si lo aceptamos enviarle un mail de activacion.Gias

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G
Apprentice
8 years ago
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Contributor
jessica.schnellContributor
posted in Freshservice

Receiving large files

Has anyone come up with a clever way to receive large files (bigger than the 15 mb file size limit) via the helpdesk? We get that we can use the dropbox but asking a particular group of our customers that often send large files to then sign into another application isn't an option for us at the moment. We would also prefer not to resort to e-mail for these files. Looking for suggestions. Thanks! 

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J
Contributor
8 years ago
L
Apprentice
lars.hemmingerApprentice
posted in Freshservice

One IIS Server for SSO for multiple Domain?

Hello, is it possible to use one IIS Server with one constants.asp for more then one Domain? We have Domain Trusts between all Domains, but the Login only works for the main Domain which stands in the constants.asp The IIS server and the login screen is accessible over the Internet but the login does not work for other trusted Domains. Greetings from Germany Lars

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L
Apprentice
6 years ago
D
Contributor
dan.popeContributor
posted in Freshservice

Solutions Reports

Does anyone know if its possible to get some type of report that details changes to solutions and new solutions? I am looking for a way to easily inform our agents of any changes to current solutions or new solutions added over a time period? This would be useful as this will keep them up to speed with any procedure changes and useful new solutions etc in blocks rather than informing them on every change.

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D
Contributor
7 years ago
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Contributor
bambornContributor
posted in Freshservice

Hide FreshWidget in SharePoint dialog windows

If anyone else has tried adding the feedback widget to SharePoint, you are running into the same issue I did - it pops up in all dialog windows. Here's what you need to add to your CSS file:.ms-dialog .freshwidget-theme {display:none;}

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B
Contributor
7 years ago
B
Contributor
bongardinoContributor
posted in Freshservice

Changing the satisfaction survey clipart

Hello- Our customer satisfaction survey looks like this : But when I receive that survey from Freshservice support agents I work with, it looks like this How can we change it so it looks more like yours? I don't see any options in Admin > Customer Satisfaction Settings

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B
Contributor
7 years ago
N
Apprentice
naughtonApprentice
posted in Freshservice

Reassign group when sla violated

I've tried multiple combinations of dispatcher, SLA, Observer and Supervisor rules and can't seem to accomplish what I want, but maybe I'm overlooking something?I'd like to have all new tickets be assigned to our "Help Desk" agent group.  No problem, I did that through dispatcher.  However, if no one in the help desk works the ticket within a half hour, I want to automatically re-assign the ticket to another agent group based on the requester's department.  I can do that through Supervisor by setting a rule to reassign the agent group if no agent interaction has occurred.  But I need this to be done more frequently than the hourly Supervisor runs.Is there some way to accomplish this that I'm missing?  The closest I've come to is to set the SLA notification to email all the members of the Group to which I want it to be reassigned.  But I don't want to have to email all the agents in that group every time this occurs.  Thanks for any help!

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N
Apprentice
7 years ago
A
Apprentice
aaron.ebertowskiApprentice
posted in Freshservice

PagerDuty Integration: Close Incidents

I'm leveraging the PagerDuty integration to send SMS notifications to my team.  The integration works great to create incidents that I can configure for custom notification schedules.  I've set up Dispatch'r rules that send to PagerDuty on Incident Creation and Incident Closure.  Here's my problem:  The communication to PagerDuty isn't anything other than "create incident".  If the ticket is updated in any way in FreshService, such as moved to a different Status, Priority, or even reclassified as a Service Request, PagerDuty doesn't get notified.  Conversely if I acknowledge the incident in PD, FreshService doesn't get that update at all. Is there something I'm missing or is this the best there is?

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A
Apprentice
6 years ago

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