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Welcome to the Freshservice Community! We’re on a mission to make your ITSM desk faster, smarter, and better. We want to build a community of users to suggest improvements, test new features, report bugs, and help other members.

  • 1,197 Topics
  • 3,158 Replies

1197 Topics

rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

What would you like to learn from our Freshservice experts?

Hello!We’re looking to host yet another virtual ‘Ask the Expert’ Session - Freshservice Edition and wanted to check with our users what they’re looking to learn and would like help with.Check out our previous sessions here:Your thoughts here would help us plan the event better. Take the poll and let us know. If you have other things in mind, share them in the comments section. 

942
rashmi.nag
2 days ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Freshservice

An interesting employee experience stat for IT support teams

“64% of employees claim that the way they interact with technology directly impacts morale.”It’s another reason why employee experience has to be the “new frontier” for IT support.What’s your organization doing to ensure that employee experience is optimized? Note - It’s from a Freshworks’ competitor report but that shouldn’t stop people looking at the insights: https://rs.ivanti.com/reports/ivi-2700-2022-dex-report.pdf (and this direct link seems to bypass the need to register for it)

0
manns
Skilled Expert
55 minutes ago
H
Apprentice
HVHApprentice
asked in Freshservice

Layout Pages for Changes in FreshService not available

Will it be possible in the future to change portalpages within Fresh for other pages than:General pages Portal home New user signup Search Search layout Search results Solutions Solutions home Article list Article view Solutions category home Tickets New ticket Ticket list Ticket details Announcements Home View Approvals Pending Approvals Or is it possible to edit this list and am i missing something?

0
H
Apprentice
2 hours ago
A
Apprentice
AlisaBApprentice
asked in Freshservice

How do you handle agent holidays/absences?

Hi everyone,I am wondering if you could share with me how you handle agent absences in your instance of Freshservice?We are currently using the Out of Office app from the Marketplace but are not super happy with it so I am trying to find out how other people have solved this to stop my colleagues from accusing me of unassigning their tickets 😅Thank you 😊

0
A
Apprentice
5 hours ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Workflow action based on api results (GET+PUT)

Hi,I setup a huge employee onboarding workflow base on employee office city.I want to be able to change the department of a ticket base on the “department” field in the form.HR will use the form and indicate the employee Department using a dropdown base on the department  section of freshservice.I want to use the API to GET the ticket detail including department id:https://example.freshservice.com/api/v2/tickets/8361It works perfectly.After that, I copy the JSON, put it inside JSON analyser app, but when I try generate the output, I see this: My guess is because the field is a text one, but FreshService use a number: 19000261110Is it possible to convert this value receive from text to a number without using condition, becacuse I will need to clone too many things which will take me a lot of hours of time to clone everything 6 times for our 6 departements for each branch in the workflow which mean more than 200 things to clone at the end because there is no copy+paste option in workflow

0
M
Skilled Expert
15 hours ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Freshservice

Setup 2 orchestration server. One goes down, switch to the other one

Hi,I know its possible to setup multiple orchestration server, but I want to know if its possible to switch to another if one goes down?We have 2 AD server with redundancy and both of them havve orchestration server installed.If server A goes down, use server B automatically.In our workflow I need to enter 1 specific orchestration server for every AD actions, powershell , etc.If server A goes down, all the workflow stop to be executed.Any way to fix this?Thank you

1
zachary.king
Skilled Expert
16 hours ago
rashmi.nag
rashmi.nagCommunity Manager
published in Freshservice

Workflow Of the Week - Session 6 - Liquid Filters to extract information from from a ticket's subject and inject them into fields

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. In this week’s session, check out how to use liquid filters to extract information from a ticket’s subject and inject them into fields. Useful Resources:Liquid Filters and Placeholders - Use the examples in this solution article and tailor them to your own use cases.To view other posts in the series, search for #WorkflowoftheWeek

3763
BrynCYDEF
Skilled Expert
21 hours ago
B
Top Contributor
BobbyBMoreTop Contributor
asked in Freshservice

How to setup a small ordering portal

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.

14
BrynCYDEF
Skilled Expert
22 hours ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

SMEs are more likely using enterprise service management than mid-market organizations

While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%

0
manns
Skilled Expert
1 day ago
tegus23
Apprentice
tegus23Apprentice
asked in Freshservice

Unable to Add inventory once Purchase Order set to received

I am having an issue that once the status for Purchase order is set to received and all items are accounts for, the Add to inventory button remains greyed out. I have tried created associate ticket and adding as part of the asset received and adding as associate. ut Adding assets to inventory as part of Purchase order  remains greyed out. I am an admin with full access

0
tegus23
Apprentice
1 day ago
jpuebs1000
Apprentice
jpuebs1000Apprentice
asked in Freshservice

Advanced Project Analytics

Hi! Has anyone been able to successfully implement advanced project analytics for ongoing projects? Specifically, looking to add things like CPI, SPI, etc., for the purpose of tracking how efficient a project is cost/time-wise. The only way I’ve been able to acquire this sort of data is tracking separately with a Google sheet which is less than ideal. Open to thoughts and suggestions! Thanks! 

0
jpuebs1000
Apprentice
1 day ago
KrisC
Apprentice
KrisCApprentice
asked in Freshservice

Google Orch - Sending emails when account is created

Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this? 

0
KrisC
Apprentice
1 day ago
ITSpace
Apprentice
ITSpaceApprentice
asked in Freshservice

Route Tickets Between 2 Freshservice Instances

Hello,Can someone help me understand how to build routing between two Freshservice instances (accounts).  We want to be able to create a way that moves a ticket to our non IT Support Instance if we move the ticket to a particular group.Thanks! 

5
zachary.king
Skilled Expert
1 day ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

ITSM and ITOM?

Has your organization started to use the Freshservice IT Operations Management (ITOM) capabilities to enhance its ITSM? Or is it using alternative solutions? Either way, do you have any great stats or success stories to share with others? Thanks :)

0
manns
Skilled Expert
2 days ago
zachary.king
Skilled Expert
zachary.kingSkilled Expert
asked in Freshservice

Data on Requester Search Queries from Support Portal

I am looking for a way to see what Requesters search for in our Freshservice support portal. Does anyone have a way of seeing this information? Even if we could get something like the the top 10 searched items/terms in the support portal would be awesome. This would let us identify what to focus on to meet requester demand.We use Google Analytics but I don’t see any data related to what is entered into the search field. Any help would be greatly appreciated.Thank you 😊

1
manns
Skilled Expert
2 days ago
D
Apprentice
d.lambrechtApprentice
asked in Freshservice

Report Time spent per agent

Hi, We used to have a report to look at time spent per ticket /day.I cant find it anymore under reports?Can Anyone help? Thanks

0
D
Apprentice
2 days ago
Penelope
Apprentice
PenelopeApprentice
asked in Freshservice

Looking for suggestion

Hello everyone,I am new to this community. I was looking for suggestions to develop an android game like Assassin’s Creed Pirates. Is it possible to develop a game like this?

0
Penelope
Apprentice
2 days ago
chad.walstrom
Apprentice
chad.walstromApprentice
asked in Freshservice

Can I stop the feedback banner maddness?

I edit a number of tickets as part of production support. Each time, it produces a pop-up notification in the top right corner of the screen that never auto-dismisses. I’m forced to click the [X] button for each one. How do I stop this madness?  

2
chad.walstrom
Apprentice
2 days ago
W
Apprentice
WAWPFApprentice
posted in Freshservice

Parent Locations don't display data for Children in Reports & Sorting

~Please move to Interest Areas - IT Asset Management. Tried posting there originally, but got an error saying I did not have permissions.~ I have been running into quite a bit of trouble recently regarding locations for assets. Below is an example of how one might organize their locations. Country - State - CityUnited States - Alaska - JuneauUnited States - Alaska - AnchorageUnited States - Alabama - Montgomery Let’s say I wanted to run a report showing all the assets that are located in Alaska. While you can select the parent location in the filtering option for report, it will not show the data for the child locations. So if there are 50 assets in Juneau, 20 in Anchorage, and you select to filter by Alaska, it will display 0 assets. Each parent location is also treated as a location in itself. So the only way to have assets display under Alaska would be to assign it to that state. It could not be assigned to a child location under that. The same goes for country. If I wanted to sort

0
W
Apprentice
2 days ago
A
Apprentice
andrew.hippensteeleApprentice
asked in Freshservice

Unable to See Dashboard

When attempting to access the FreshService Dashboard, the site automatically re-directs me to an alternate version. The alternate version has Announcements, Your Tickets, Pending Approvals, Report an Incident, Request New Service, and Browse Solutions listed on the screen.The site is redirects me to is: companyname.freshservice.com/support/home This happens in Google Chrome, Microsoft Edge, and Mozilla Firefox.  It did not happen previously in, I believe Mozilla Firefox, but I don’t remember which. I want to go to companyname.freshservice.com This version has My Dashboard, Overdue Tickets, Tickets Due Today, Open Tickets, Tickets On Hold, Unassigned Tickets, and Tickets I’m Watching.  There are two charts on it among other options. Troubleshooting steps I have tried, clearing history, restarting, (I can’t add to Trusted Sites due to Group Policy), and alternate browsers. My boss is able to access the site without issue on his computer. I suspect it is an update or something linked to m

3
zachary.king
Skilled Expert
2 days ago
daniel.soderlund
Skilled Expert
daniel.soderlundSkilled Expert
asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %}  My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow.  My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions.  ( I wish there was a API option in the body when you send a note  “approveby”: “everyone” )   

28
zachary.king
Skilled Expert
2 days ago
T
Apprentice
TagManApprentice
asked in Freshservice

Service Request Fulfilment Asset Company Filter

We are running Freshservice in MSP mode and are investigating the appropriateness of using Freshservice over other Asset Management platforms. As we would be looking at managing assets for a number of clients we were wanting to understand how we could have the list of In Stock assets pre-filter based on the company associated to the ticket?We are wanting to ensure that our agents don’t accidently select a device associated to the incorrect company. 

0
T
Apprentice
3 days ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Freshservice

Running Multiple Workflows on a Single Ticket

Hello, I have been expieriencing some issues running multiple workflows on a single ticket. Essentially when a ticket is created we have several tasks that needed to be added based on multiple fields being selected on the form. Right now a single workflow would require a lot of duplication. With multiple workflows I wanted to have a the trigger be the same (Service Request is raised) and have the main condition be the same as well (Service Request item is X). Does anyone know anyway to achieve this? Thank you!

4
S
Community Debut
4 days ago
R
Apprentice
rwelsfordApprentice
asked in Freshservice

Expression Builder Syntax

I have a subject line that comes in as zero|one|two|three|date.  I am trying to create an expression that will take the date and convert it to an ISO date to be used later.  so far i have the following{% assign subject = {{ticket.subject}}%}{% assign date= subject | split: "|" %}{{date[4]}}This will seem to work in an app but not the expression builder to get the date. First problemIf I can get the correct date extracted I planned on doing the following:lets say the date I extract is 07292022, i could use date(2022,07,29) to convert the date, this works the expression builder and will return a good date but when I usedate(substring('07292022',4,8),substring('07292022',0,2),substring('07292022',2,4)) it does not work. Second problemI then planned on using the split function from the first problem to insert into the substrings where the date is but I just cant figure out the syntax of liquid and the expression builder.

4
R
Apprentice
5 days ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Freshservice

Keeping up with the IT Support Joneses

One of the things I realised via customer conversations (as an industry analyst) is that we all tend to think that everyone else is doing things right (while we aren’t).Hopefully industry survey and benchmarking stats help us to see our relative strengths and weaknesses, but what else would you like insight into to better assess how well your IT organization is doing?Please share in a response :)

3
manns
Skilled Expert
5 days ago

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