How can you see if a requester has a 'blocked' status via the API?
Since “PUT” method becomes no longer available for existing requesters that are marked as ‘blocked’ in Freshervice, preventing any updates to the requester record, how can you determine via the API, if a requester is currently marked as ‘blocked’ for management scripts to know it cannot modify the requester information?
It would be beneficial to be able to add a resource to a project that is not an agent/requestor. For example, I have tasks that are being added to a project but are assigned to external entities. Being able to add the project resource and assign the task to them helps me track who is responsible for that task. We have cases where a consultant, state level employee, or external vendor are leveraged on a project.
Make email reply reflect inside ticket as a reply
I made it when a requester submit a ticket, it sends an email to him,if when he reply to that email,Or someone Cc an email in ticket (it sends this reply to his email), Once the requester reply to that email, it wont reflect to the ticket.So what I need is making the reply reflect to ticket
Do you find the text background colors inadequate?
Hello to everybody,since the last upgrade of FreshService and FreshDesk I’m wondering if there is anybody besides me who finds the predefined text background colors inadequate. I’m refering to the WYSIWYG editorThe palette of colors is too vivid and contrast. There are no light colors.These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.See the picture below to get an idea of what I mean?Does anybody know if there is a plan to enhance that or even switch it back to the previous version?Kind regards
Requester replies via email not shown in portal
Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?
API for listing all changes issue
Hi, So basically I'm trying to use the API to return all closed changes. probably from the paste month or two as I need planning details which aren't provided in data exports for some reason as selectable fields.I'm currently getting an error using the filter field as it says it's not recognized. Is this correct?Cheers.
Big isn't always "better" with ITSM
One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)
Are corporate employee-wellbeing capabilities improving?
One of teh most interesting datasets from our recent Wellbeing in IT survey is this:Q6. Does your organization have suitable mechanisms for preventing and helping with employee wellbeing issues? Response 2022 Percentage 2020 Percentage Delta What’s “wellbeing”? 5% - +5% Don’t know/not really thought about it 11% 5% +6% No 2% 24% -22% Yes, but they need improving 46% 44% +2% Yes 36% 26% +10% One delta jumps out – that the “no” responses have dropped from 24% to 2%. This change hopefully represents organizations’ increased focus on employee wellbeing, whether they work in IT or any other business function. However, only half of this delta is shown in the “yes” increases. Nonetheless, while there’s room for improvement, it’s still a great improvement.How does this stack up against your organization’s w
Contracts: renewal of contract forced to manually approve
Appears to be a bug in the contract module: If you have "Make the 'approver' field as mandatory" unchecked.1: When you create the 1st contract it works fine and contact is auto approved.2: When the contract is up for "renewal" you must manually approve the contract even though the " Make the 'approver' field as mandatory" box is unchecked.
It looks like FreshService dropped integration with Yammer, that is the only information I can find in support documents.I’m trying to figure out if I can , based on some conditions in a workflow, post a message out to yammer. We use yammer to indicate a system outage. If users file a service request for a system outage, I would like to post a message to our Yammer Support channel indicating that a system could be (unverified by system owners) down. Thus giving people some advanced indication there may be having problems.Is there a way to post one way to Yammer? I’m not trying to integrate Yammer into FreshService just one way posts.
Why is FreshService support getting worse?
I'm stuck here, and I'm upset.The past two times I've requested invoices from FS, it's been a horrible experience.I'm not getting email copies of my invoices, likely because of an email issue on my own side. So, I put in a ticket asking for copies to be resent. I put in the ticket to the web, got no answer for a few days. I emailed in another ticket, referencing my original, and got a response. That response was good, I got my invoices; but, it took most of a week.This time around, same issue, I'm short one invoice. And it's been a nightmare with support.I put in ticket 210341 and got zero response for 3 days.I opened a support chat and got a new ticket, 213565. Got a response eventually, still asking me questions, no invoices sent.2 more days pass by, no invoices sent. I keep confirming I've not gotten the invoices, I keep providing additional email addresses to have FS send to. No invoices.And this is just a joke - I finally get emails last night, 12 hours after my last email from FS
Tips for recruiters and workers on remote jobs – Rodolphe DutelBlog
The crowded cities and long commutes are all screaming for remote jobs.For employers, it’s also true that ‘the best’ person for the job doesn’t always live within a 30-kilometer radius. Then, there are workspace constraints, companies that want to give their employees a quality life by allowing them the comfort of their homes, and firms that want to hire the best talent there is, to simply stay ahead in the business game. The remote workers in the US are expected to account for three-quarters of the workforce by 2020, according to a survey by Zinc.In this conversation, Rodolphe talks about the best practices in recruiting for remote jobs and working on remote jobs. Rodolphe shares insights from building and working with the Remotive.io community, and his years of remote working.
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?
Globally, there's no such thing as an average end-user
We’re all different in our own way, having been shaped by a variety of factors from our parents, through education and work life, to the many personal experiences had through life. But then there are factors such as where we live and have lived in the world that impact us too.It made me wonder how many of us know the particular differences for ITSM that relate to the country we live in versus the data and insight that generally comes from North America and the UK in teh main.So what would you call out as an important geographic difference that’s missed by the commonly shared IT service delivery and support best practice? And what should your geographic peers do differently?
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!
Bullets in Bulleted Lists in Ticket Details don't display
When using the Bulleted List element in an Email or Note in any type of ticket in Freshservice, the bullets don't appear in either the editor or the saved Email/Note.Looking over the styling of an unordered list (UL), I noticed that both the UL and OL elements are told to not have any kind of list style.When using a Bulleted List, seeing the Bullets is expected behavior (as far as I'm aware).I have attached a screenshot of a Note I added to a ticket, the HTML outputted, and the styling applied to the element.
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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