Ask the expert

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

  • 16 January 2022
  • 42 replies
  • 861 views
​Ask the Expert ft. Vish ❓ | Mastering Freshservice to drive success in 2022 | Ask our in-house expert
Userlevel 7
Badge +9

Hey Everyone,

Wishing you all a wonderful New Year (16 days late! :smile: )

*Drumroll please* 

We are all set to kick off 2022 with Ask the Expert session ft. Vish, as we take on all things Freshservice.

What were your challenges, opportunities, doubts, and wins with Freshservice? The month of January is a great time to reflect on last years work and identify areas of improvement for the year to come. To help you do that, we've open the floor to your questions on how you can get better and work more efficiently with Freshservice, and make delight easy for your employees and in turn yourselves.

Topic: Mastering Freshservice to drive success in 2022

An introduction to our host, Viswanatha Mehta (aka Vish) @viswanatha.mehta, is a Technical Account Manager at Freshworks - Freshservice. With a keen eye and great attention to detail towards solving problems. He has been a great asset to our customers and the Freshworks community. Beyond work he's interested in technology, cars and spending time on the beach, surfing.

As conversations progress, you will be able to connect with and learn more about our in house product specialist. Watch out for him in the comments.

Start your year with helpful tips, tricks, and hacks from our in-house experts and your peers. Vish is available from January 17 until January 26, answering your burning questions. So, fire away in the comments below… 

A few cues to get you started:

  • What are some key metrics I should look into to measure my ServiceDesk success?

  • How can we better utilise automation within Freshservice to improve the overall experience?

  • How can we extend ITSM capabilities to other business functions?

  • What features within Freshservice can we better utilise in 2022 to delight my employees?

  • What was the most used Freshservice feature last year?
That’s Vish right now, all ready to chat with you!

PS: This is a text-based conversation open till January 26. Add your questions down below, and Vish will respond with a solution at the earliest. Peers are certainly allowed to help each other. That’s what our community is all about!


42 replies

Userlevel 4
Badge +7

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! :)

Userlevel 4
Badge +7

I hope there’s a way to create ticket via google chat just like in MS teams.

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?

Userlevel 4
Badge +7

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?

 

this is a good question, i also would like to see task notifications included in the dashboard or in the notification bell. 

 

Userlevel 4
Badge +7

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. 

Userlevel 3
Badge +3

I want to utilize the password reset via Orchestration but we cant just open the password reset Service Request to Public without having security questions to confirm that its the real owner that is requesting the password reset.

Hi @jlox 

Ideally, you would want an Agent to raise the Password Reset Service Request on behalf of the Requestor after vetting the password reset request.

Another solution would be to send an approval to the Requestor themselves or any trusted Third Party before automating the password reset. 

Userlevel 3
Badge +3

We use the “Asset Label Designer” and create for each Asset an label. We print an QR Code which only shows the asset unique number. I think the much better option where to open an online ticketform after scanning the qr code with an smartphone. The online ticket form already knows which hardware and maybe user wanted to create an ticket. So every user could create very easy and fast an ticket for his / her Hardware.

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. 
 

Userlevel 3
Badge +3

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! :)



Hi @raymondcanilao 
There must be Assets in the Trash Folder of this particular type.
Please navigate to the Burger dropdown Menu on the top-left corner of the Inventory Page to find the Trash under the dropdown and check if you have any Assets of the type CPU.

 

Please reach out to us at support@freshservice.com if you still find difficulties deleting/deactivating this Asset Type and we will sort this out out for you :)
 

I hope there’s a way to create ticket via google chat just like in MS teams.


We are currently concentrating our efforts on building out complete functionality for Microsoft Teams & Slack and we will explore bringing this feature to other Messaging services soon after.

Userlevel 3
Badge +3

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?


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.

Userlevel 3
Badge +3

hi @raymondcanilao 

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. 



To achieve subcategory classifications in the service catalog category list page in the new portal, please add the following code in the head layout of the portal customization.

 

Steps to create sub-category on the admin side:

  1. Go to Service Catalog from the Admin Home
  2. For categories with subcategories, use a splitter. For eg, to achieve, "Hardware" as parent category and "Laptops", "Desktops", "Printers" as subcategories, you need to have the category names configured like
    1. Hardware : Laptops
    2. Hardware : Desktops
    3. Hardware : Printers
  3. The separator (:) can be configured as any special characters in the code. You can also have them as "Hardware | Laptops" or "Hardware > Laptops"

Advantages:

  • You can create any number of nested subcategories like "Hardware : Laptops : Dell", "Hardware : Laptops : Microsoft", "Hardware : Laptops : Dell : Inspiron". But please advised not to create more than two subcategories for better UI
  • Admin or agents can rename, add, delete any categories or subcategories at any time without making any code changes in the customization.

 

Examples:

Screenshot%202020-10-29%20at%2012.32.21%20PM.png?version=1&modificationDate=1603955035515&api=v2

Screenshot%202020-10-29%20at%2012.32.32%20PM.png?version=1&modificationDate=1603955036550&api=v2

Screenshot%202020-10-29%20at%2012.33.20%20PM.png?version=1&modificationDate=1603955036859&api=v2

 

Admin Page:

Screenshot%202020-10-29%20at%2012.35.25%20PM.png?version=1&modificationDate=1603955158453&api=v2

I’ve attached a detailed PDF for your reference and please reach out to us at support@freshservice.com if you need any help during this process. 

Userlevel 3
Badge +3

What are the best practice methods to store and send documents as part of workflows.? We are getting rid of Box long term so we will want to use SharePoint or OneDrive. Is it is easier to connect to use one vs. the other? Is there a difference is behavior?

 

Use case- After onboarding, a new manager needs access to a set of documents stored in a shared location. The documents are specific to the location, and we have several locations so the correct document (or link) needs to be sent to the new person along with attached documents to sign indicating they have been given access to the docs. They can reply with the signed doc (or esign) and we want to store it in the same location.

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

Userlevel 4
Badge +7

hi @raymondcanilao 

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. 



To achieve subcategory classifications in the service catalog category list page in the new portal, please add the following code in the head layout of the portal customization.

 

Steps to create sub-category on the admin side:

  1. Go to Service Catalog from the Admin Home
  2. For categories with subcategories, use a splitter. For eg, to achieve, "Hardware" as parent category and "Laptops", "Desktops", "Printers" as subcategories, you need to have the category names configured like
    1. Hardware : Laptops
    2. Hardware : Desktops
    3. Hardware : Printers
  3. The separator (:) can be configured as any special characters in the code. You can also have them as "Hardware | Laptops" or "Hardware > Laptops"

Advantages:

  • You can create any number of nested subcategories like "Hardware : Laptops : Dell", "Hardware : Laptops : Microsoft", "Hardware : Laptops : Dell : Inspiron". But please advised not to create more than two subcategories for better UI
  • Admin or agents can rename, add, delete any categories or subcategories at any time without making any code changes in the customization.

 

Examples:

Screenshot%202020-10-29%20at%2012.32.21%20PM.png?version=1&modificationDate=1603955035515&api=v2

Screenshot%202020-10-29%20at%2012.32.32%20PM.png?version=1&modificationDate=1603955036550&api=v2

Screenshot%202020-10-29%20at%2012.33.20%20PM.png?version=1&modificationDate=1603955036859&api=v2

 

Admin Page:

Screenshot%202020-10-29%20at%2012.35.25%20PM.png?version=1&modificationDate=1603955158453&api=v2

I’ve attached a detailed PDF for your reference and please reach out to us at support@freshservice.com if you need any help during this process. 

Thank you very much Vish for this. i’ll try this one :)

Userlevel 7
Badge +9

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! :grinning:

Thank you @Glavin Crasta and @raymondcanilao for your inputs in helping your peers! :raised_hands_tone3:

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. :pray_tone2::heart_eyes:

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

Userlevel 7
Badge +14

Man I am sorry I missed this. Just want to give a shout out to @viswanatha.mehta for taking the time to answer some complicated freshservice questions. It’s great to see interaction from the product’s SMEs. Another reason I enjoy being a part of the Refresh Community. :muscle:

-Zach

Badge +1

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.

Userlevel 4
Badge +7

Hello, just want to ask if there is a notification once there is detected restricted apps installed via asset discovery tool? I already set some application as restricted and I'm hoping that I can get notifications once there will be installation detected moving forward.

Userlevel 1
Badge +1

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! :relaxed:

 

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