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Hello Freshservice Users!We have an interesting webinar series coming up, just for you! Introducing Let’s talk Modern EX - A Virtual Agent deep-dive, presented by FRESHSERVICE PRODUCT TEAM.What is Modern EX?The Freddy-powered Modern employee experience suite enables you to set up an AI-powered, employee-centric experience that empowers your entire workforce: your end-users, admins, and agents. This includes Virtual agent - our AI-powered conversational support deployed on Microsoft Teams and Slack.What's in store in this webinar?A walkthrough of Modern EX suite with a special spotlight on our flagship feature - Virtual Agent. Complete walkthroughs, roadmap deep-dive, and end-to-end setup demos - all this in 4 days!Here's what is coming up:Date Topic Description October 6, 2022 Introduction to Freshservice Modern Employee Experience and Virtual Agent Walkthrough of all Freddy-powered features, latest enhancements, and roadmap. October 11, 2022 Virtual Agent for Microsoft Te
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
Hi all! Hoping someone can shed some light on this for me. When HR submits a onboarding request via the onboarding module and not the service catalog the requested for field is set to the HR requestor and not the new employee they are requesting for. Any way to make this change to the new employee? Causes a lot of time issues since we have to update each ticket so we can assign assets to them.
I’ve been working with Freshservice automation and its PowerShell Orchestration App for over a year now, and I thought I’d share some of the things I’ve learned.The PowerShell App times out after around 23 seconds.This is apparently the length of time it takes to poll the process 10 times - if there’s no response after this, the Orchestration/Workflow just forgets about it.Errors are different depending on whether you’re running a PowerShell function or a PowerShell script.If you’re anticipating an error in the Automation workflow, you can usually capture it by looking for a response from the app that isn’t 200 (or greater than 299, if oyu might expect another 2xx code). Whilst this works fine for PowerShell functions, it doesn’t work for PowerShell scripts - call a .ps1 file, and the result will always be ‘200’, even if your script fails.Tagging a ticket does not trigger an ‘Updated’ event.Workflows begin with triggers, such as ‘Service Request raised’ or ‘Ticket updated’. But just ad
Hi, we’ve recently gone live with FS and I am in the process of setting up dashboards to monitor team performance. Can someone help me… I want to create a widget showing closed tickets by agent today?Hopefully I am missing something as I am sure this will be a widely used metric.Thanks,Dave
I’ve just been reading the ITIL 4 Workforce and Talent Management practice guide and it got me thinking about people management per se. It has been 15 years since I managed anyone but I did manage various teams for 15 years before that (inside and outside IT). However, I can’t remember ever being given any (line) management training to equip me.Just wondering if I’m alone in this or whether we as an industry should be doing more to create better managers.
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.
Hi Freshworks community,I need your help.My customer wants to assign Departments for each open service request to calculate cost centers.Below is an example:If I am anManager and belong to multiple departments (HR and IT) I can open an Incident and in the Deparment field I can select which Department I am making the request for.The same thing the customer would want for Service Requests, e.g., for which department do you want to request a new Laptop?The problem is that in the Service Request form if I create the Lookup Department field the requester can choose from all the departments in the company and not just from the two they are part of (HR and IT).As you can see despite the fact the requester is assigned only to HR e IT Departments he can raise a service request even for Customer Support.How can I limit the visibility to only the departments he is a part of as is the case in the Incident form?Please help meThanks in advanceHave a great day
Hi All,I’m wondering if anyone has come across a similar situation where they wanted to have different text in different approval emails depending on what is requested. We have various approvals and workflows set-up across different types of service requests. For example:any hardware requests go to the user’s department head, then on to the IT Manager. non-standard hardware/software requests go to me as EUS Support Team Lead for gathering further info, quotes, etc, before then going on to the department head, then the IT Manager for new starters, all requests first go to our HR department for them to go through all information and ensure it’s correct (to avoid us creating incorrectly spelled users, and to confirm whether the user can have a mobile phone as part of their contract, etc)I’d like to have various “copies” of approval emails that give instructions on what the approver should check depending on what the item is.For example, for emails that go to HR, I’d like them to receive a
I asked for some guidance from FreshService support but I’m not they understood what I was asking for. I want to create a small ordering portal for medical supplies within FreshService. So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need. Do I add each item as a service item and then import it into something? This is where I get confused. Or can I create one service item with all items inside? Any help is appreciated.
Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!
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?
Hi,I need a bit of guidance on a issue I try to solve.The situation is as follows.We have intregrated our NMS with the Alert module of Freshservice. If a device raises an alert, a webhook is triggered to FS and a alert is created, followed by a ticket. The subject of the ticket contains the device name and type of alert.For example “ABC-NL-Amsterdam01 - Link down”. The first part of the device name includes a three letter company reference. The company refenrence can differ as we support multiple companies. Because we use a single web hook in our NMS, we cannot set the company in the Alert rule.I now try to solve this in the workflow with an event of "Ticket created" and the condition type "alert" but I'm a bit stuck how to build this workflow in the most effective way.How can I use the information from the ticket subject to set the company.The easiest solution but most ineffective way is to created multiple conditions in a rowCONDITION ticket.subject contains ABC - ACTION set company
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 :)
I cannot figure out how to send an approval email to the requester in the Change Automator. I really need to be able to do this as the requester of the change needs to approve of the direction the change is going in. I can easily add approval request of individuals but since the requester will usually always be different I do not know how to accomplish this. Thank you for any suggestions you can provide!
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.
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
HiWe are using workflow automators for various tasks such as Employee Onboardings. 1 action within the onboarding workflow we use is to email staff from other departments notifying them of the new starter. For example, an email to the finance dept:“Hi finance team - here are details of a new user - please add them to the payroll system”What we have noticed is that if person being notified replies to the email, it creates a new ticket which is undesirable. Usually the response is along the lines of:“Thank for letting me know - i have added the new guy to payroll”Is there a clever way to handle this? The recipients of these emails sent from the workflow are not cc’d into the ticket or have any ticket visibility. they just get an email notifying them of the new user details. I would be fine with either a new ticket not be creating from these emails (i dont want to block email → creations completely) or somehow merge or add the email to the associated onboarding ticket.
Hi GuysJust wanted to gauge what the up take on using third party Freshservice themes is. I don't have the coding skills (or time) to DIY it and really don't like the out of the box look so I am debating going with one of the Breezy Themes. Do any of you use Breezy Themes and can share any thoughts or opinions? Thanks!
Within an Incident, where we have an opportunity to create a task, enable the ability to engage involved parties who are not FreshService agents. The mechanism could mirror the current workflow where a forwarded email from within FreshService returns as a “private note”, we may be able to enable (or make a parallel “tasking workflow” exclusively for external parties?) an ability to send task notes to external parties, and have their responses nest into the parent ticket as a “private note”. I’ve seen similar workflow already utilized in the “Change” capabilities, so I don’t think it a departure from current capacity to use a “task” workflow which goes beyond simple task notifications, but allows external members (or our employees who are not FreshService agents, but otherwise use email to communicate) to interact with an Incident so that FreshService Agents can coordinate responses, discover details that may affect decisions, etc. Thank you for your consideration.
Having been working with the Freshservice workflow automations with the PowerShell Apps installed, I’ve created PowerShell modules to manage Fresh Service, currently covering tickets, requesters, agents, groups, service catalog items, custom objects, locations and departments.You can find the module here on GitHub: LesNewbigging/FreshAPIv2: A PowerShell module containing functions that invoke the Fresh v2 APIs (github.com)This is a work in progress, and I intend to add more functionality for other areas the API covers, but I prioritised on the assumption that tickets would be the main focus of any interaction.Feel free to take the code and adapt it for your own needs - I’ve tried to make them as generic as possible, wrapping the API functionality within them.Comments and suggestions are welcome.
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