Visit Freshworks.com Visit Freshworks

Employee Experience

1910 Topics

L
Contributor
lochy.wraggContributor
posted in Freshservice

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.

0
L
Contributor
3 years ago
T
Apprentice
tammy.buiApprentice
posted in Freshservice

Retain Form Fields & Responses On Existing Tickets Even After Deletion

When a form field is deleted, any existing tickets made prior to that deletion should still have that form field with the response available and visible.Majority of the time, we are making changes to forms to prepare for future scaling and changes, such as removing our code-based dynamic fields and using the option to create them using the GUI. However, we are unable to make these changes because it affects ALL existing tickets by removing the form fields and responses from that ticket, so we potentially lose valuable/required context to complete that ticket.It is not ideal to have 100% of all tickets related to a service item closed before we make changes. Not only that, but we lose any historical data on any tickets already closed as well.

1
sanofar.allahpichai
Community Debut
3 years ago
J
Apprentice
JJacks0nApprentice
asked in Freshservice

Combing / merging Fields.

In the Fields for projects, I have setup the fields The question is the numbering of projects and the project list display. We number our projects like thisKey – Prefix = DropdownYR – number   2 digitsSequence – a 4 digit numberQuarter – DropdownQualifier – dropdown   Here is my question. I want to create a filed that combines all the information into one field. In the fields above if I enterKey – ISSYR – 21SequenceQuarter - 3Qualifier - G  have the results like the below inserted in a box that I can display on the ticket.ISS-21-1078-3-G

0
J
Apprentice
1 year ago
Sukanya XS
Apprentice
Sukanya XSApprentice
asked in Freshteam

Onboading

How can I move the candidate in the next stage based on his/her score ?

1
Gautham
Community Debut
9 months ago
M
Skilled Expert
maloktSkilled Expert
asked in Freshservice

URLs in KB Articles Spill outside Article Tiles

How do we fix an issue where text (maybe it’s just URLs?) that spills outside the Article tile, when the browser page is not full screen? 

2
L
Community Debut
5 days ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

"AI for ITSM" statistics?

I’m looking at running a new survey on AI use case adoption in ITSM (to update what we have for early 2021). Would this be helpful or is there another ITSM area that deserves some insight into what people are actually doing? Thanks :)

0
manns
Skilled Expert
11 months ago
RameshUdhyam
Apprentice
RameshUdhyamApprentice
asked in Freshteam

Custom fields in Offer Form

Hello, we are using FreshTeam for recruitment. We have added a few custom fields to the offer form. We are able to refer to these custom fields in the offer letter and email notifications. But we are unable to create a report that will show these custom fields. Has anyone used custom fields in offer and able to pull those in the reports later? Thx

0
RameshUdhyam
Apprentice
3 months ago
R
Apprentice
RvkersenApprentice
asked in Freshservice

Purchase Order Request Approval Notification

Is there a way to have notify an agent when a purchase order request that has been submitted for approval has been approved? Right now we just have to remember to go back and check the status. It would be much better if an email notification would go to the agent that created it or the ticket it’s associated with would be updated somehow. Or if there is a way to work this out with a workflow, that would be great.

0
R
Apprentice
22 days ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Freshservice

Yammer Posts

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.

0
PatrickMurphy
Skilled Expert
8 months ago
SanaSiddiqui
Skilled Expert
SanaSiddiquiSkilled Expert
published in Freshteam

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.

110
SanaSiddiqui
Skilled Expert
2 years ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

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?

0
manns
Skilled Expert
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

XLAs - Forrester Research's view in late 2021

I just stumbled across this report and thought it might help others with employee experience insights:https://reprints2.forrester.com/#/assets/2/1957/RES176541/report

0
manns
Skilled Expert
8 months ago
M
Apprentice
michelelopedoteApprentice
asked in Freshservice

Analytics: Extract Asset as Source

Hi dears,We can’t extract from Analytics Section an attribute that have a “Asset” as “Source”. We want extract all values contained in the Asset called “Location_SR” that is connected to “Azienda” field. (See picture n.1 in attached)  In particular we want select “Azienda” field in the Total Ticket Filter selection, but in the total ticket Filter Selection, “Azienda” filed doesn’t appear. (See picture n.2 in attached)

1
Preethi S
Community Debut
3 months ago
G
Apprentice
gokulrApprentice
asked in Freshteam

Maximum Number of Employees and Rate Limit for Enterprise Trial account for Freshteam

We are facing the following error when we make api calls for create employees, after we hit 5000 employees. We are currently using an Enterprise Trial account. You have exceeded the maximum number of employees you can add to your account. Please add more employees from PlansCan anyone tell us the maximum Number of Employees and Rate Limit for Enterprise Trial account for Freshteam?

0
G
Apprentice
6 months 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

0
S
Contributor
8 years ago
I
Contributor
it_14069Contributor
posted in Freshservice

Insecure URL links - able to re-use login hash

Hi, We use SSO internally for our Freshservice platform. I've noticed that its extremely easy to log into someone else's account if you have the hash but putting it at the end of the URL, for example "&hash=8c4ceaa5ba06561b2cf5ac66f88d7d49" (this is not a legitimate hash). There are no controls on how this hash can be used so I can litterally walk up to another machine and use that hash to log in as an agent. Surely this hash should be stored and processed more securely?

1
T
Community Debut
5 years ago
C
Apprentice
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

0
C
Apprentice
6 years ago
E
Contributor
ecrokerContributor
posted in Freshservice

Search feature - searches by full 'word' only

We've come across a problem where the search feature only searches by full words. While this would normally be fine it proves to be a problem when we're searching for numbers - For example a purchase order number. Sometimes its recorded as PO00000 sometimes PO#00000 and sometimes just 00000 and etc. You'd think if I searched just 00000 I'd find them all but this is not the case. Unless I get the 'full word' right it won't return the result. This makes it quite unreliable as a point of truth if we have anything in the system. Is there any way this can be changed?

5
J
Community Debut
5 years ago
D
Apprentice
d.veenmaApprentice
posted in Freshservice

Original comments from agent in customers reply

When replying to user from a ticket this comment is of course added to the ticket. But when a customer responds via mail to this comment, then the original comment from the agent is added as a new comment (together with the response of the customer) to the ticket. This clutters the ticket information.Is there an option to only get the customers response added to the ticket, without the email string which contains the original agent comments?

3
C
Community Debut
3 years ago
S
Apprentice
sriram.palaniappanApprentice
posted in Freshteam

What are some changes you can make in your traditional performance appraisal methods?

How have you changed performance appraisal in your company? What are some benefits of changing it?

0
S
Apprentice
3 years ago
S
Apprentice
sriram.palaniappanApprentice
posted in Freshteam

Performance review in the WFH scenario

How to do a performance review when your company does remote working? How did you do it in your company?

0
S
Apprentice
3 years ago
S
Apprentice
sriram.palaniappanApprentice
posted in Freshteam

What was it like to build a HR team from scratch?

Startups rarely have a well-defined HR team.They build it as they grow. How did they do it in your company? What were some roadblocks?

0
S
Apprentice
3 years ago
J
Apprentice
jurell.paloApprentice
posted in Freshservice

Ticket will not generate if there are duplicate tags; case-sensitive tags considered seperate tags

Hello,Due to the way our FreshService is set up, the tags are, for some reason, case-sensitive - so "PDF" will register differently from "pdf", and "Internet Explorer" is different from "internet explorer".When I attempt to create a ticket with tags with the same spelling, but with different capitalization (in my case, attempting to generate a ticket with both 'pdf' and 'PDF' as a tag), upon clicking 'Create', all fields will be reset (save the tags) and I will be unable to send another ticket, even if I fill out each field one more time.Of course, submitting a ticket without repeat tags works fine.Is this an issue with us, or is it something in FreshService itself?Thanks for any help,Jurell Palo

1
T
Community Debut
4 years ago
J
Apprentice
jmerwinApprentice
posted in Freshservice

Password Issues

I keep getting an error when trying to edit my agent profile about a password. I login with my google creditals.

1
S
Contributor
8 years ago
M
Apprentice
martin.martenssonApprentice
posted in Freshservice

Automatic Reports

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

0
M
Apprentice
4 years ago

Badge winners

Show all badges
Terms of UseCookie settings