Replying emails not going though
I currently have an exchange user setup as firstname.lastname@example.org which forwards into the freshservice address and tickets are created fine. However, when replying to those tickets, the emails are never received. We've changed the SPF record with our hosting provider, checked our email filters and SPAM folders, but no sign of the email replies to tickets. Is there any way for you guys to tell if the emails are getting a rejection message?
How to customize the Service Catalog based on User Groups
Hello Everyone, Customizing the UI of your end user portal takes you a step closer to better customer satisfaction scores. Imagine the frustration users go through when they see a product in the Service Catalog and place a request, only to find out later that they're not eligible for it. Don't even get us started on the amount of time it wastes. Any Idea , Suggestions would be appreciated, Thanks, I didn't find the right solution from the internet. References:https://support.freshservice.com/support/solutions/articles/200987-how-to-customize-the-service-catalog-based-on-user-groups installation video
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 ?
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?
API call for Dashboard snapshot-type data?
I see a lot of API end-points here (and I'm thankful for that), but I don't see any for snapshot-type data. For example, on our Freshservice dashboard, I see Ticket Summary data at the top, with these totals: 1) Overdue, 2) Open, 3) On Hold, 4) Due Today, and 5) Unassigned. (also in the attached screenshot) I'd like to be able to query the API for these specific data points (so I can introduce them into a completely separate web app). Is this possible?
Tickets VS others tasks (projects?)
Hi everyone, I'd like to know if you have tips on how to separate/manage tickets created in Freshservice (free plan) VS other tasks, such as "Study Server 2016" and "Create a new AD domain". I'm using Todoist right now and just installed Freshservice. I'm in the process of configuring it before asking my users to send me request that way. Thank you!
Several problems with the Active Directory Probe
Were having several issues with the Active Directory Probe and the import. 1: Not all OU`s are visible, in some containers the Users OU or Disabled accounts OU are not visible, so we cannot select them to be imported 2: We updated the 2.1 version to 2.3. to do so we needed to uninstall the 2.1 version. After installing the 2.3 we needed to config it again and select which OU`s needed to be imported. All other settings were lost to. So not to happy to update it to a newer version the next time. 3: After it failed to import a users do to an email adress issue, the complete schedule stopped and needed to be started again manually.
Analytics Top 5 Users widget
HiyaI wonder if anyone has been playing with the widgets within Analytics and have found a solution for the brick wall I have hit.I was able to create a widget to show the Top 5 Users who have logged the highest number of tickets, however, if I attempt to add in filters to show what these users have logged the tickets for (i.e. item category etc), the names of the users change to the top 5 who have logged tickets in specific categories.I tried just showing the ticket information for these users but the tabular data always shows all users no matter the filter you put on.Any ideas? I'm out of things to try.
Facing some issue in process monitor
Hello, I am completely new to all of this and looking around for help.I am facing an issue in process monitor. I tried to block an application (cam studio) through process monitor, it throws an error that "this application cannot be blocked" and a notification is shown that this file is infected and need to restart. I've checked process monitor explainer videos but I don't the detailed.How can I fix this? .I went through many resources but did not find any solution for this issues. Please help me out. Any help will be appreciated. Thank you
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
Feature-Request-Process with Freshservice
Hi, I like to use Freshservice for my Business-Users to raise Feature-Request (Application RFC / Additional Column in Report etc.) but even after hours of research and different workarround-solutions i did not find a satisfying one. What i imagine In Helpdesk-Portal the User has a custom-form to raise this request, gathering all the necessary information - the only way i found is Service-Request BUT, form Service-Request i cannot automatically create a CR. Additionally there is no way to Close SR automatically close when the manually created and attached CR is closed. I tried Webhooks but even there no satisfying solution. Does someone have a good idea or have implemented a solution/process to support this process - appreciate your help and input dave
Automated Service Request When a Return date of an Asset is met
Is there a way to automate a service request when a return date of an asset is met? we deal with temporary assets frequently and are looking to streamline the assert recovery process. when a return date of a specific asset is met we would like to automate a revoke request to begin the recovery processAny assistance would be greatly appreciated
I have found a threat where I can schedule reports for Assets & Changes, although I would like to get reports for Tickets. Is that possible?Every month I would like a "Helpdesk Overview" per month, and also a "Customer Overview" per customer every month.Please advise on how I can achieve this.Thank you
Ticket creation via email
Hi, could someone point me in the direction of some documentation please on how Freshservice works with incoming emails to create/update an Incident ticket?I want to understand what rules it applies to the incoming email to determine whether a new ticket needs to be created or the email needs to be associated to an existing ticket.Also what rule logic can be employed to avoid SPAM or duplicate tickets.Many thanks.Steve.
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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