​Ask the Expert ft. Vish ❓ | Mastering Freshservice to drive success in 2022 | Ask our in-house expert

Hi Vish, just to ask regarding assets inventory, I'm having difficulty arranging our product hierarchy since i cannot delete certain asset type, here’s what I want to fix.

for hardware> computer> i just want to have desktop or laptop. i don’t see the need to have another cpu category under desktop.

however, when i tried to delete the ‘cpu’ category, im having this kind of alert;

I also checked our inventory list, there’s no more asset tag under CPU. im wondering why i cannot delete this. 

Thank you in advance! :)

We struggle with the visibility and functionality of Tasks in their current state in Freshservice.  For example:

1.) We can’t search for a Task and easily be able to pull up the Task or Ticket it’s associated with.  This leads us to have to backtrack and get the INC/SR number to be able to navigate to the Task, which is cumbersome.  It would be awesome to just be able to type in TSK-xxxx in the search bar and have it open that Task/Ticket.

2.) We can’t put a Group Task view in a Widget on a Dashboard and have everyone be able to look at Group Tasks in a consistent fashion.

3.) We can’t put a Group Task view in a Widget on a Dashboard that shows all unassigned Tasks.

4.) While we can create a Widget for Tasks in Analytics, again we can’t publish that information that’s someplace right in front of an Agents face (e.g. a Dashboard).

5.) The Widget in Analytics isn’t real time and can take up to 30 minutes sometimes to include new information.

Are there any plans to enhance Tasks?

Also, for service catalog, i wish there will be another level like sub- category, this will be helpful for our case like we have ”hardware provisioning” category , right now all assets are being displayed here. we want to have sub-category wherein we can group assets like computer, network devices, mobile devices, consumables/peripherals. 

Hello @oudehinkel.andy 

Our Freshservice App can read the barcode to navigate to an Asset and create tickets via associations but currently this functionality is limited to Agents. 
Thank You for the great feature request, I will ensure our Product Managers know about this request and we will try to bring this functionality to our App. 
 

Hi ​​​@pderencius and @raymondcanilao 
Subscribe to our Product Updates and keep an eye out on our Product Updates section here in the community - We are exploring how we can improve our Tasks and I Will ensure our Product Managers are aware of these requests. 

Our Analytic sync times are 20 to 30 minutes only the Dashboard Module is designed to be live.

Hi @Bewitchingmaker1 
 

Use our super powerful Orchestration Apps in Workflows to send templated Envelopes to external third parties for verification. 

Check out our well detailed examples here on DocuSign and Adobe Sign

That was an informative exchange of questions, answers, tips and tricks! Thank you @Jadespire45 @BrynCYDEF @pporcari @Tryan @brad.dunn @oudehinkel.andy @jwiese @raymondcanilao @jlox @Bewitchingmaker1 @pderencius for your questions and conversations! 

Thank you @Glavin Crasta and @raymondcanilao for your inputs in helping your peers! 

Last but not the least, thank you Vish @viswanatha.mehta for spending time with our members, answering their questions and for sharing your expertise on making the best use of Freshservice. 

This thread will remain open for any further questions/ answers/ suggestions. So feel free to drop your thoughts in the comments section below.

THE PROBLEMS WITH FRESH SERVICE:
It is becoming increasingly frustrating to keep track and report to clients the correct numbers when it comes to contracts, software, assets, and projects to a client company, as currently, you can only associate software and contracts, to an individual (contact), and companies can have members and assets only, but the visibility is the problem, we can’t generate accurate reports that show what, and how much each client uses as far as costs, and listing their software, contracts, licenses, projects, etc.

VISIBILITY:
First, to see a client company, you have to go to Admin>Companies, when there should be a “client” or “company” shortcut icon on the sidebar menu.

Right now, “Company” records, shows only customizable fields, and a list of “members”, that’s it, we should be able to see more than that:

When opening a “company” record, we should have a mini-dashboard with basic info, such as:

• Count of members
• Total amounts billed to client
• total amounts outstanding
• total amount of tickets pending
• count of active contracts
• count of active licenses
• count of active projects

In addition, each of the record types that currently can’t be associated to a company, should have a shortcut, for associated records, so basically, we should have a menu that lists:

1. Members
2. Contracts
3. Licences
4. Projects
5. Company Specific “Knowledge Base” Solutions

The idea is, when these shortcuts are clicked, it will show the list of associated records, so in the same way when you open a “Company” record, right now it only shows a list of “members”, right next to it, you would have a shortcut for contracts, licenses etc, so when clicked, it would show the list of associated records to the company. Why?, well, is common sense, right now, those types of records, can’t be associated to a company, how are we supposed to generate basic reporting, not to mention, would make it easier to avoid confusion.

Right now we have to add the client’s company name to EACH contract and license, so when the licenses are dispensed to users, we don’t use the wrong license key when client companies use the same software, also, we have to manually find the right license and contract from the list because there is no visibility from the company record.

RECORD CO-RELATION

There is no current way to associate software, contracts or projects with a company, there is no record co-relation, which should be a basic feature, even ZOHO crm can do that better.

Contracts, Licenses, Projects, any type of record really, should have the capability to be associated with a specific company, not just “members”, it defeats the purpose, and takes away visibility, if these records could be associated to companies, it would make reporting, and daily use to dispense licenses and add new contracts more efficiently and organized.

DATA TABLES:
All data tables, like the one on the “software” section, should have the ability to select what columns to show, not always all the data available is usable, we should be able to select what columns we want to see, the ticket section has that ability, why limit it to some specific sections and not all?

CONTACTS:
The contacts section lacks customization, we should be able to group contacts in either categories, or by company, there should be a filter also, and add the ability to add more data columns on the list, so we can see for example role in the company, not just the name and email.

Hi! I am trying to create a report regarding CSAT and would like to display some of the Short Text Reponse using a Tabular Data. I would like to know if there is a way I can remove the blank items “---” here? I can’t seem to find the Associated Survey Short Text Response option upon creating a filter. Thank you in advance!