Highlight lines in tabular view
When in tabular view, can we highlight say lines of tickets with a certain status, say “Pending”. Our previous system could do this, but I don’t see any way in Freshservice. In other words, if I’m looking at a sheet of unresolved tickets, it would be helpful to have all “Pending” tickets highlighted in blue, or pick, or whatever - to visually distinguish them from the Open tickets.
use freshteam APIs to build a ReactJS app in 4 hours?
In the dashboard, Freshteam does not provide employee counts - charts by the team, branch, work mode, and designation. Additionally, it lacks a feature that allows for easy access to all of the employee capabilities and data in one location.To solve this, I have created an app that has all these features.GitHub Link: https://github.com/DhiWise/Company-intranetVideo link: https://youtu.be/x0wDffQsJT8
Approval for Time Off notofication
Hello, Can you setup a notification if a team member request time off to be send to more than the manager?Use case is: You have team manager and team leader; both need to be informed and to prevent human error the system needs to send a notification to both. Is there any solution to this ?
Reassign employee assets to reporting manager when employee is disabled
I have a requirement to reassign hardware assets of an employee to its reporting manager when the employee is disabled manually or through any process. How can I achieve this functionality?How to detect the event of an employee disabling?
What's next for your IT support or ITSM capabilities?
When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit your organization.So, what ITSM capabilities would you like to add into your organization next? And what’s stopping you doing so?Please let me know as a response. Thanks.=> I asked this a while back but thought it worth another try given that I’m about to run a quick poll on the order of ITSM capability adoption...
Has anyone set up a way to add Location to be filterable?
Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!
Paying It Forward
What’s the one thing you’ve learned in your years in IT support that you wish you knew when you started?Please share your valuable knowledge (even if obtained from a colleague) to help others (and if we get enough responses I bet there’s a blog or even an eBook in it @rhea.desouza). Thanks :)
Hi,I have only one users among other agents with the same profile, continuing receiving unexpected email for notifications on update on tickets.I have reviewed her profile, put her as an administrator temporarily to force to enable and then disable the corresponding toggle option (requester and cc notification for the email notifications) . Do you have any idea ?Thanks for your help.
Etiquetas e Informes
Hola,Deberían mejorar el tema de las etiquetas. Nos encontramos que la única forma de sacar los datos que necesitamos en informes es a través de etiquetas, pero la función de etiquetas es muy básica:1- A través de las automatizaciones puedes añadir etiquetas pero no eliminar 2- En las actualizaciones masivas de tickets no se pueden eliminar etiquetas solo añadirOtra sugerencia es que los boletos impactados por automatizaciones se pueden trasladar a un informe
Let's Talk ITOM – What's on your mind?
Namaste folks!The Let’s Talk ITOM webinar series is back by popular demand! If you haven’t chanced upon it yet, here’s the event listing. In these four webinars we’ll be exploring how you could derive greater value from Freshservice by unpacking the expanding Freshservice ITOM offering.Now, I need you to help us deliver a great campaign. How? By sharing with us what you’d like to explore regarding these four topics:Unified incident management – Freshservice & Freshdesk Deep dive into On-Call Management featuring latest enhancements Deep dive into Alert Management featuring latest enhancements Looking forward to Cloud Discovery & Service Mapping Is there anything specific you’d like to know? What challenges do you face managing your digital infrastructure? How would you describe your ideal on-call setup? Go on. List your questions and thoughts in this thread, and my team will strive to address them in the webinars.And sign up here, if you haven’t already!Speak soon :)Anusha
3rd party support - open a ticket in their ticketing system
Hello, We use a 3rd party support group for a couple of our international locations. They use their own ticketing system and are not a part of ours. It was brought to my attention that there is a way to use fresh service to open a ticket within their system. Then when they close the ticket, it will set the status to closed in our system. Has anyone done this and how/where do I go about doing this?
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.
90% think that working in IT is going to get harder over the next three years
I’m closing our Wellbeing in IT survey today and an interesting quick stat from it is that close to 90% of respondents think that working in IT is going to get harder over the next three years.This is the highest it has been since we started running this survey and a significant jump from 2020 and the COVID bump in IT appreciation.What are your thoughts about how we can address this wellbeing factor?
What does experience mean to your IT team(s)?
This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)
Is it possible to strip email signatures?
Are there any means which we could strip email signatures from incident description fields when tickets are created/updated via email support channels? Many of our tickets are bloated with large descriptions because of the signature and it makes the experience on mobile devices less than on desktop clients. We have common signatures that could easily be identified for all employees in our organization which will simplify this effort. Thanks.
Vmware vCentre Cloud Discovery vs Probe
Hello,we are creating our CMDB and initially concentrating on Windows servers we have used the probe. Recently we connected to our ESXi hosts using Vmware vcentre cloud discovery. The first thing that happens is we had loads of duplicates as it see’s these as VM’s and not servers (Not too much of a problem as its in the sandbox). But we notice they each have differing information, the VMware side nicely catching more VM type stuff, relationships, which host its on etc whereas the probe captures the software stack etc. I’m yet to go fully into the difference but wondered had anybody come to this crossroads on which to choose and why they went which ever way they did ?
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