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Employee Experience

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Smita 24Top Contributor

posted in Freshservice

COMING SOON! Rethink the way you visualize tickets with refresh table view and new Kanban board

“Ticket visualization helps cut through the noise and provide clarity to easily comprehend and communicate information”We are enhancing how you visualize tickets on Freshservice to increase agent efficiency and a clutter-free user experience with:Introducing Kanban Board for Tickets- You can easily analyze ticket life cycle at different stages for multiple teams on single page to identify work in hand items and eliminate bottlenecks.Improve speed and flexibility to track issue fasterEnhance collaboration across team and harness full potential of teamEmbrace and identify iterations at different stage Ticket table view refresh- We are modernizing user interface that is accessible and inclusive with key enhancements to improve the agent experience.Here is few fantastic ways we are improving work visualization through ticket table view: Improve agent productivity by simplifying agent experience and prioritizing issues Improve responsive to requesters by tracking and accessing more informa

1 year ago

manuplusplusApprentice

asked in Freshservice

Can FreshService integrate with Power Automate to automate certain things?

Hi thereCan FreshService integrate with Power Automate (Microsoft O-365) to automate certain things? How?Thank you.

3 days ago

V.WestbergApprentice

asked in Freshservice

Customize end user portal

I have been looking for a solution to change the look for my end user portal. It appears that my HTML is missing the key elements to change the look of my buttons. I would also like to change what they say. Fresh Service PRO - Trial (contract paid for Dec 31 activation) Side note - if anyone has code they would like to share I would love to see what could be done

5 months ago

rashmi.nagCommunity Manager

published in Freshservice

smoutcApprentice

asked in Freshservice

Creating multiple tickets from a single service request

We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups. We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request. Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to. The enhancement request below is 5 years old, does speak to some of this, but thus far, there doesn’t seem to be an automated way of having the parent details copy into the child tickets. (There

7 months ago

keefe.andrewsSkilled Expert

posted in Freshservice

Using Microsoft Intune for Fresh Service Agent Deployment

I saw different support articles about how to deploy the FreshService Agent, but I had not seen one around using Microsoft’s Intune. We are currently using Intune for software distribution and I figured it would be helpful to share how we deploy the agent with Intune. Let me know if this post is helpful and works for you.Assumptions: You have the fresh service agent msi file downloaded on your PC. You have the Intune app builder “IntuneWinAppUtil.exe”. (we find this offers more custom install options than just using the MSI “line of buisness” app deployment feature in Intune) For information about the Intune app builder see this Microsoft Article: https://docs.microsoft.com/en-us/mem/intune/apps/apps-win32-app-managementBuilding your deployment:Save your Fresh service agent file in a folder by itself on your PC. In this example I used C:\temp\fs. Run the IntuneWinAppUtil.exe as an administrator. Specify the source folder: C:\temp\fs Specify the setup file: fs-windows-agent-2.9.0.ms

1 year ago

glucasApprentice

posted in Freshservice

Unmerging Tickets

Hi everyone, Is there a way we can unmerge 2 tickets that have been merged? I know there are times that it happens accidentally and would like to have it undone. Looking forward to hearing back from anyone who can assist.

3 years ago

todd5903Skilled Expert

asked in Freshservice

How to allow requesters access to view tickets in Freshservice

I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director. We want to allow my supervisor, manager, and director access to see any tickets I have submitted. For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”. That works for requesters that are in the same department but most of our managers and directors are in a different department. Is there a way for a requester to view tickets submitted by a requester in another department?

1 year ago

danielmApprentice

posted in Freshservice

Using Webhooks within Workflow Automation using API v2 with Freshservice

It took me a good deal of time to work out all the kinks in using Webhooks inside Freshservice workflow automation. I am surprised they don't have the option to create a ticket/child ticket built into the workflows already, but then again they are missing a lot of conditions/actions that should be available there. I found some documentation from several places that helped, some from Freshdesk API documentation, some from Freshservice API documentation, and some from some external sites. The fields required are all different between API's and Freshdesk and Freshservice from what I can tell. Using v2 of the API on Freshservice I still do not see a way to automatically create a child ticket linked to the original ticket. I found a field called "parent_id", but this field does not work with v2 API.To anyone that is not a programmer I suggest getting a program called SoapUI, this is what I used to test and find out what fields work and what do not, as there is not real way to see what

8 months ago

jhambachApprentice

posted in Freshservice

Customize Portal Icons

How do I customize these icons/images to show custom images of my choosing? I've seen a couple threads about this but no solid answers on how to do it. Thanks in advance.

1 year ago

ijonesApprentice

asked in Freshservice

Portal Customisation - Cards

Hi,Apologies if I’m missing anything obvious, but is there any way to add additional (or edit/remove existing) “cards” that are by default displayed in the portal home page via the dynamic placeholder {{ cards }} and associated loops in portal customisation? Cheers.

1 year ago

Matt HTop Contributor

asked in Freshservice

Run automation workflow on specific date?

Is it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

2 months ago

t-sparkApprentice

asked in Freshteam

What is the difference between Teams, Departments/Sub Departments, and Business Units?

Is there a hierarchy or relationship between them? Do I need to use them all? It’s very confusing to have all these options as part of the set-up…. Please advise on the best way to use these.

2 years ago

kdevosApprentice

asked in Freshservice

Questions about Automation in Active Directory On Premise Integration

Hi, New in the FRESH SERVICES world, i have a few questions to ask the community, about Automation in Active Directory On Premise integration.The orchestration server is well functionnal, and first tests (for example) to force a password reset is OK.In our active directory, user (samaccountname) is built with the first letter of the lastname + firstname.(For Jean DUPONT, SamAccountName is jdupont).My Question is : How to create user, or a reset password’ user based on this approach ?More generally, does it exist a knowledge base with automator example on Active Directory OnPremise ?Thanks in advance for your help guys :)Kevin DEVOS.

1 month ago

kileyContributor

posted in Freshservice

Portal Customization

We're in the process of migrating from Fresh Desk to Fresh Service. We spent a significant amount of time customizing the Fresh Desk customer portal and we're doing the same right now with Fresh Service before we go live.We love hearing what others are doing with their portals. Do you have any cool or unique portal customization ideas that you are willing to show off?

3 years ago

Mohitbhoi71Apprentice

asked in Freshservice

integration of Freshservice with ServiceNow

Hello, it is possible to integrate Freshservices with ServiceNow without using any third party or with

8 months ago

thomas.mausApprentice

posted in Freshservice

API (400) Bad request error

Hi I get this error with my powershell script. How can I fix so the request goes through? Invoke-RestMethod : The remote server returned an error: (400) Bad Request. Here's the script: [System.Net.ServicePointManager]::SecurityProtocol = [System.Net.SecurityProtocolType]::Tls12 $APIKey = 'K58O3NlKuIMP2ZFh7BtY' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') $URL = 'https://bcservices.freshservice.com/api/v2/tickets' ########## $TicketAttributes = @{} $TicketAttributes.Add('requester_id', '15000000000') $TicketAttributes.Add('email', 'example_email@email.com') $TicketAttributes.Add('phone', '555-555-5555') $TicketAttributes.Add('status', '2') $TicketAttributes.Add('priority', '2') $TicketAttributes.Add('source', '2') $TicketAttributes.Add('type', 'incident') $TicketAttributes = @

3 years ago

jmoore_20995Apprentice

posted in Freshservice

Log error: {"code":"access_denied","message":"You are not authorized to perform this action."}

I recently added a feature to our company application to allow users to create fresh service tickets through a web page. I use my API key in the request and when testing I was testing as myself and creating tickets locally on my development environment and they were successfully appearing in our fresh service inbox. On production I used the same api key for the following endpoint /api/v2/tickets and I get the following error.Log error: {"code":"access_denied","message":"You are not authorized to perform this action."} it also logs the same error when other users are trying to create a ticket.Just wondering if there is a feature that can be turned on to make this work. OR If I need to be using a different API key or a different plan to allow other users to create tickets from within our application.

1 month ago

darch21Apprentice

asked in Freshservice

freshservice email notifications and responses to tickets are not being sent to internal requesters or agents

We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.

2 years ago

ramsundar.radhakrishnanSkilled Expert

posted in Freshservice

Workflow Of the Week - Session 4 - Drive Visibility to Changes by creating events on a shared Google Calendar

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks.In this session, we're using the Google Calendar orchestration app to showcase how we can create Change events in a shared calendar. Useful resources: → Google Calendar Orch app Installation Guide → Liquid Filters and Placeholders To view other posts in the series, head here #WorkflowoftheWeek

1 year ago

Mike.TContributor

asked in Freshservice

Ticket Automator - Service Request - Not Running Rule

We are trying to create a ticket automator to automatically assign a service request to a group. Service request gets created, but it doesn’t seem to be applying the rule and assigning the ticket.

1 year ago

mshaferContributor

posted in Freshservice

Best practice for requesters that are no longer company employee's

I've been somewhat frustrated that the AD integration does not "deprovision" requesters when they are removed from AD. I was about to start purging them manually and it occurred to me that some platforms (ex Salesforce) require that account to remain for audit trail purposes and allow you to deactivate and hide the record from view.What is everyone's practice for dealing with former employee requesters? Do you purge them or something else?What is the official Freshservice position on this? Will removing requesters have an adverse affect on any product functionality?

2 years ago

GarchompedApprentice

asked in Freshservice

Do you need to manually add every user you want to be able to use SSO via Azure AD ?

Basically title, I can get SSO working with pre-existing freshworks users however it doesn’t work with users that only exist in Azure AD (“-insert user- cannot be logged in as this user is not part of this organization”). So am I missing something or do you need to add/import users even if they’re going to use their AD login ?

1 year ago

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