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Employee Experience

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AtlasSolApprentice

asked in Freshservice

Trying to get domained email creating tickets in freshservice

We use Google Workspace with our domain being <example.com>. We want to have users email tickets to helpdesk@example.com to generate a new ticket (or tag an existing one). I’ve seen the advice “don’t use Google Groups” to do this, but I also don’t see the need to pay for a single user account just to have it forward all mail over to Freshservice and Google doesn’t support domain level email aliases.I have set up a group helpdesk@example.com and made a member of this group, examplehelpdesk@example.freshservice.com (the email address auto generated by the system) along with another test account. I even turned off “Collaborative Inbox” to avoid the problems this might pose.But when I send mail to the helpdesk@example.com address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group. Google email log report for Group delivered messageSo it seems that Google properly processed and delivere

2 days ago

nickz01Apprentice

asked in Freshservice

freshservice api integration with freshping

Hello,i’d like to know if there’s some way to interact with Freshping using the APIs provided by Freshservice. I know there are the Freshping APIs but in our company we want to use the integration between freshservice and freshping.Thanks

1 month ago

maloktSkilled Expert

asked in Freshservice

Freshservice - Purchase Order Tax Rate

Can we remove\hide the Tax Rate(%) column from the Purchase Details grid, so users aren’t confused by the 2 differentTax Rate% fields? Users sometimes put the tax rate in both the column and in the Subtotal area, sothen the totals are all off. We have a single tax rate for all purchases.

2 months ago

jered.ortlipApprentice

asked in Freshservice

iOS App - Add Cc for requesters

We have a number of employees in the field who use Fresh Service’s iOS app to submit tickets and service requests. Those requesters have been unable to “Add Cc” when they submit a service request through the app. The field for Add CC shows when they are submitting an incident ticket, but it does not show for service requests. These same users are able to log in on a laptop and have the option to Add CC, so the issue seems to only exist in the app… specifically with requesters because agents have the option to Add CC on a service request in the app. Does anyone know of a setting or something we may be missing? We do have the box checked in Admin > Field Manager > Form Fields.

11 months ago

JBakerApprentice

asked in Freshservice

Options For Ease Of Logging Telephone Tickets

I have a question from one of our users below, is there an option to integrate our phone system into the app, we are using Mitel Phones currently I can get more information on these if needed. Is there an app/ or a quicker way for our agents to get tickets logged with a phone call (aware of the ticket templates that can be added) Does anyone have any ideas or are they willing to share how they have configured the app to make it easier for their agents to log calls quickly and easily?

1 year ago

cassidyczApprentice

asked in Freshservice

SLA Policy for 1 Service Type

I have a service request called “New Reporting Request” and it is the only service item that needs an SLA policy of 30 days, regardless of Priority. I’m trying to create a specific SLA policy by using its Subject/Title by using Ticket Fields.Subject contains New. It’s not working though. Any ideas?

8 months ago

mannsFeatured Influencer

posted in Freshservice

What one thing, ITSM-wise, are you struggling to find freely-available help on?

There’s a lot of helpful stuff freely available out there but I appreciate that, especially when quality is brought in, not everything that’s needed can be found.So, which topics do you still need help with? Please let me and others know as a response to this post. Thanks :)

1 year ago

sathyanarain.muralidharanContributor

posted in Freshservice

Freshservice User Group on LinkedIn

Hi all,We have created a new Freshservice User Group on LinkedIn. The goal is to meet, greet and exchange ideas with peers. Please join the group at https://www.linkedin.com/grp/home?gid=8352821.Thanks,Narain

7 years ago

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

4 years ago

alsvinashApprentice

asked in Freshservice

Looking for the suggestion.

Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....

1 year ago

kelly.scottApprentice

posted in Freshservice

Alignment for Asset Locations

Hi,The alignment of locations is quite annoying to look at. Presently things do not line up in a sensible way. An example is attached.It would be good if everything lined up in an organised fashion.

4 years ago

mannsFeatured Influencer

posted in Freshservice

aakritichApprentice

posted in Freshservice

Authority for approval

Hi Team, I have a query and would appreciate if it could get resolved asap. ** The Reporting managers are not been able to approve the ticket raised by requesters.

5 years ago

lochy.wraggContributor

posted in Freshservice

Data export due by is confusing

Hi,So I'm trying to deal with data exports to use in PowerBi.I have a due by date for a ticket in 7 days.But in the export it says: 02:31.0I'm not sure what that's in.I figured out that 0.00 is overdue (would be nice for this to be done in date tho so I can calculate it myself)But some tickets are 0.0 despite not being due yet. There's 59:59.0 as well but not sure what that means.Just need some assistance with this export and due by dates.Regards,Lochy.

3 years ago

sriram.palaniappanApprentice

posted in Freshteam

What are some causes of attrition/turnover rates in your company and how did you tackle it?

Did your company ever have to face a mass exodus of employees? What were the causes? Were you able to address it effectively?

3 years 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?

10 months ago

nstrebApprentice

posted in Freshservice

Probe AD User Import Possible Bug

I have three users in my organization with last names with apostrophes (e.g. O'Connell, O'Leary, etc.) that did not import. My guess would be because of the apostrophe on the last name.

7 years ago

matthew.popeContributor

posted in Freshservice

April fools

Go to your customisation page and add this CSS: .page { /* Safari */ -webkit-transform: rotate(-30deg); /* Firefox */ -moz-transform: rotate(-30deg); /* IE */ -ms-transform: rotate(-30deg); /* Opera */ -o-transform: rotate(-30deg); /* Internet Explorer */ filter: progid:DXImageTransform.Microsoft.BasicImage(rotation=1); }

8 years ago

elham.karshenasContributor

posted in Freshservice

Paste from word, web, outlook etc brings junk characters

All of our agents are having issues when copying from almost any source (Word, excel, web, outlook etc), when pasting to freshservice it brings some junk characters to the Freshservice editor. Pasting the same content from clipboard to anywhere else outside Freshservice is fine. Does anyone else facing same issue?

5 years 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%

9 months ago

michaelrContributor

posted in Freshservice

Observer rule not working as expected

I set the following Observer rule for user comments to re-open closed tickets: I see no reason for it not to work - and yet, when I tested it, the comment was added to the closed ticket, but it remained closed and no email notification was sent to the assigned agent. Can this be because I used my own account to submit the ticket? (meaning I'm both the requester and assigned agent) or have I set something wrong with the rules..? Any help would be appreciated,Michael

8 years ago

mannsFeatured Influencer

asked in Freshservice

Please take this ITSM poll

Pretty please :)Please help. Each year, the ITSM.tools website checks in with readers to see what ITSM topics they'd like covered in the year ahead. Here's your chance to help us to help you. Hopefully, I can say... Thank you for spending < 1 minute completing this one-question poll...https://docs.google.com/forms/d/e/1FAIpQLSfl6Zsu5NzsfykrLPu2YSrPU6F6oQf4fBxk8cX2nEhd5WnTgQ/viewform

1 year ago

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