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1896 Topics

zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Freshservice

How to handle the termination of requesters and reusing of email addresses

I am curious how others are handling this scenario ---What do you do when an email address gets reused over time?  For example John Smith joins our company and then leaves in 2021.  Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the “Email Address” we would assign to the new John Smith (our schema is first_name.last_name@domain.com).Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester’s name associated with it but a “Forgotten User” designation.So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from tim

1
eeha0120
Skilled Expert
1 day ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

What ITSM capability would you like to adopt next?

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 the organization.So, what ITSM capabilities would you like to add into your organization? And what’s stopping you doing so?Please let me know as a response. Thanks.

0
manns
Skilled Expert
1 year ago
O
Apprentice
oliver_14249Apprentice
posted in Freshservice

Wordpress and the FreshDesk plugin

Hi chapsDoes the Wordpress FreshDesk Official plugin work for FreshService?I want people to be able to view the tickets and KB from our website.Olly

2
K
Contributor
7 years ago
M
Apprentice
msmollarApprentice
posted in Freshservice

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?

0
M
Apprentice
5 years ago
G
Apprentice
guillaume.platretApprentice
posted in Freshservice

Notification for all agents

Hello, How do when filing a request for all the agents receive a notification by mail? Cordialment

1
rajagopal.baladhandayutham
6 years ago
M
Apprentice
michael.forgioneApprentice
posted in Freshservice

Automate adding a CC when status changes

I am trying to find a way to add a CC for a customer when we update our status. There is a way to add a CC in Dispatch'r but not in any other automation. 

1
T
Community Debut
5 years ago
E
Contributor
erick_16262Contributor
posted in Freshservice

BUG: "Requester Responded" flag still set after splitting a ticket

If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem.  (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response.  This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.

1
T
Community Debut
4 years ago
C
Apprentice
chris.footApprentice
posted in Freshservice

SSL Revoked

The SSL behind our helpdesk had just been revoked so we can no longer access our helpdesk at all. Can this be fixed urgently please

4
T
Community Debut
4 years ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Are employees now less likely to call for IT support?

One of the interesting stats from an IT self-service survey we ran with Freshworks is the relative level of IT support channels offered…It shows that email and self-service are now both more popular methods for accessing service and support than telephone:Email – 84% of organizations Self-service portal – 82% Telephone – 76%But this is the supply-side view, is the demand-side - i.e. your employees - following suit?Please share your opinion(s) as a response below...

0
manns
Skilled Expert
1 year ago
A
Contributor
adam.beliveauContributor
posted in Freshservice

API Documentation discrepancies

Hi Support, Looking through the API reference, I have noticed some discrepancies. One of these is specific to a certain call (https://carecanada.freshservice.com/helpdesk/tickets.json) and the other is more generall (all excerpts taken from http://api.freshservice.com/): https://carecanada.freshservice.com/helpdesk/tickets.json: Your documentation claims that the output looks like this:  { "helpdesk_ticket":{ "cc_email":{ "cc_emails":[ .... When in fact it looks like this: [       {"cc_email":{             "cc_emails": ..... I did some digging, and this output is actually the output one would expect using the FreshDesk V2.0 API, but I was under the impression that FreshService and FreshDesk were separate products. Please explain. General: "Freshservice APIs have been implemented as plain XML or JSON over HTTP and use the following REST Commands:"  This is entirely false. Trying to use XML returns: "<hash>  <message>Currently XML is not available!

4
rajagopal.baladhandayutham
6 years ago
H
Apprentice
hugh.macphersonApprentice
posted in Freshservice

Combine reports

is there a way to combine reports so I can have the Y axis total tickets and the x axis priority and have a line added to show the SLA for each priority

1
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
Chris S.
Skilled Expert
Chris S.Skilled Expert
asked in Freshservice

Atrtibute to define role from Azure AD?

Does anyone if there is any (Custom) Attribute in AzureAD that can be set to define a specific role for a provisioned user? Or, if not possible, any other possibility to add automatically a role to a user based on the function of the user.

1
eeha0120
Skilled Expert
3 months ago
J
Contributor
john.fernandezContributor
posted in Freshservice

Number being changed in custom number field on assets

I spent a bit of time entering SIM ID information on our managed hotspots which we track in with FS Asset Management.  This morning I checked out one of the quick reports I setup and I noticed that every single number in this field, for each device was changed to this seemingly random number. This is 100% reproducible in our database.  Add a number field to an asset and enter a SIM length number, for instance 89148000003477777742 upon updating/saving will be changed to 9223372036854775807.  It happened on all ~40 records. How should I proceed? Thank you

3
M
Community Debut
5 years ago
I
Contributor
idonnaContributor
posted in Freshservice

View More Issue

Hello. Is there a way to turn off the View More option in Service Request forms? It is impeding communication with the customer. It is more effective to not hide descriptive information and make the information accessible and easier for the customer to read. (In other words, many overlook the "View More", don't receive the information. Why hide it?

2
I
Contributor
3 years ago
O
Apprentice
omar.sanchezApprentice
posted in Freshservice

exception error when validating and packaging application

currently on version 6.2.2

0
O
Apprentice
3 years ago
M
Apprentice
michael_11575Apprentice
posted in Freshservice

Ticket Creation Error

Hi, when creating a new ticket as an Agent from Chrome on a desktop, Freshservice is saying that the Requester created the ticket  and that it was from their phone. It should show that it was created by me, the agent, from the Freshservice interface. See attached screenshot. 

1
S
Contributor
9 years ago
L
Apprentice
lennart.weissApprentice
posted in Freshservice

Updating ticket description over API

I can set the description, when I'm creating a ticket over the API, but updating it doesn't work: curl -u test:test -H "Content-Type: application/json" -X PUT -d '{"helpdesk_ticket": {"description": "test"}}' https://domain.freshservice.com/helpdesk/tickets/350.json generates HTTP Error 500. Is the request wrong, or is updating the description generally not possible? Best regards

1
rajagopal.baladhandayutham
5 years ago
T
Apprentice
tofikApprentice
posted in Freshservice

testing

testing testing

0
T
Apprentice
3 years ago
S
Apprentice
steven.millerApprentice
posted in Freshservice

Anyone else have broken Disptach'r webhooks?

I've tried everything and I can't get webhooks to trigger from Dispatch'r.  I can get the same webhook to trigger through Observer but not Dispatch'r. I even tried implementing this dispatch'r webhook solution provided by FreshService as a test but no luck. https://support.freshservice.com/support/solutions/articles/218075-creating-a-change-request-through-dispatch-r-using-a-webhook I've tried setting a super simple webhook that just posts the results to https://requestb.in but nothing shows up. Anyone been able to get a webhook to trigger from dispatch'r?

2
S
Apprentice
5 years ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Horrible View More / Hide Functionality

The software has just automatically updated to hiding most of the ticket until you click "view more" This is horrible and means an extra mouse click for EVERY ticket we view. Please could this be turned off, or made optional so I can turn it off? I have a very unhappy team!

12
B
Apprentice
6 years ago
P
Apprentice
p.theinApprentice
posted in Freshservice

START FRESH SERVICE

 NOW STARTING

0
P
Apprentice
4 years ago
S
Contributor
sarah.vandegoorContributor
posted in Freshservice

New forum topic vs new support ticket

 Hi,What is the difference between added a new topic in a forum and submitting a new support ticket?When should one use which?Also, is there is difference in the functionality of tickets and forum topics? For example a ticket has an assigned agent, a ticket can be pending, etc... I assume all this does not apply to a forum topic or am I missing something?Thanks,Sarah

0
S
Contributor
7 years ago
G
Apprentice
g.williamsApprentice
posted in Freshservice

Disabling TLS 1.0 or RC4 ciphers breaks the IMAP connector

We have disabled the TLS 1.0 and have found that IMAP is not unusable. Is anyone else having the same issue or have a solution?

1
T
Community Debut
4 years ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Issue with 2 parties using Freshservice/FreshDesk

I have just come across an issue today where a 3rd party service desk for one of our clients is using FreshDesk and when they responded to our ticket INC-57335 with their reference [#INC-5974] in the subject line, this re-opened our ticket INC-5974 and attached the reply to the wrong ticket, which also meant the notification came to the wrong agent! As more businesses adopt Freshdesk/Freshservice, this is likely to become more of an issue, especially for the MSPs.

2
T
Community Debut
4 years ago

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