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I’m using Fresh Service and I’ve noticed some behaviors in the Changes area that’s causing me problems. The default view, “New & My Open Changes” has the filter of agents = “me” or “unassigned”, created in the last 6 months and a status of “Open”. The problem is that when people come into the Changes area no records are found in this default view because in our environment changes do not stay in the status of “open” very long, but people think of “open” as any change that is not closed. I would like the ability to add statues to this default view but I can’t. I can’t change the default view that people land on. Has anyone else struggled with this behavior and how have you found a solution for it? Thanks!
There’s a lot of helpful stuff freely available out there but I appreciate that, especially when quality is brought in, not everything that’s needed can be found.So, which topics do you still need help with? Please let me and others know as a response to this post. Thanks :)
While communities such as this are great for getting advice on how to do technical things with Freshworks products, what about when you want “operational” guidance on something like the structure of a priority matrix or what a suitable first-contact resolution (FCR) target would be?Would you ask for help here too or would you seek advice from elsewhere? If so, where else would you look? Please let me know and share your helpful sources as a response. Thanks :)
We are currently using an automated email system set up so that when a technician assigns a ticket to themselves, it emails the requester a canned response saying that the ticket has been assigned. Is there any way that I can have FreshService register this as a response for the purposes of the “response SLA”?
I am currently looking for a solution to bulk update ticket with a blank field under the field “Departments”. It seems that the current way the ticket page is setup that there is no way to just view these tickets. I would like all these tickets to use the department that the requester has, as I bulk updated users recently and would like it to show for previous tickets. I have already created a workflow to perform this update after updating the category to a fill in category that will be deleted later. I have about 700 tickets with no department and do not mind going page by page 30 at a time, but I cannot view just these tickets. My current closest view is closed tickets and that presents about 5000. The tickets are also older than 30 days. Any suggestions would be welcomed.
So you’ve implemented an IT self-service portal but how well is it doing?These stats from a recent survey with Freshworks show that:18% of organizations don’t measure IT self-service portal usage 41% of organizations use quantitative measures such as usage volumes 21% of organizations use immediate qualitative measures such as employee feedback on transactions 18% of organizations use periodical qualitative measures such as generic employee feedbackI’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk).So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others.
I’m just writing something on end-user/employee experience and - as an aside - I wondered if Community members have any interesting success stories to share with others that will help them to also improve things in their organizations.Please drop your helpful suggestions in as a response. Thanks.
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
Hello Team,I’m having problem on the ticket note feature, some of the agents not seeing the notes even if they are copied or directly sent to them. I’m thinking because the agent is not part of the group? is there a way to edit notes? I’m seeing this option in the admin role setupI’m note sure if this will enable editing or just the viewing?
Hello,I have created a system access request form for our organization. In the request item, I have several child tickets linked, each of which are a specific application/site. A different individual fulfills the access requirements for each child ticket.A manager opens the system access request form, then selects the application child tickets that they want to grant access for their employee.I would like to know how to configure the workflow automator to send a copy of the child ticket via e-mail to the appropriate approver for each individual application. For instance, if child ticket 1 is selected, it e-mails John Smith the ticket URL so that he can fulfill the request. If child ticket 2 is selected, it e-mails Mary. If 1 and 2 are selected, it e-mails the corresponding ticket to both John and Mary.
Many IT organizations still struggle with performance measurement, particularly when their formal metrics don’t match business perceptions of IT. To help, here are a handful of IT metric improvement tips:Be clear on the purpose of your metrics - ensure that you use metrics for productive reasons, such as driving improvement Avoid having too many metrics - use only the metrics you need and report on only what’s important to stakeholders Measure what’s important AND in the right places, so this would be at end-user touchpoints in many instances Take your IT metrics beyond your IT operations - instead, align the metrics with desired business outcomes Understand the context of metrics and how different metrics are related - also ensure that you understand the behavioral aspects of the employed metrics, i.e. where the metrics drive the right and wrong behaviors in people What’s important today might not be next year - so periodically review your metrics, changing metrics and/or targets as a
Hello,I’m new to Freshservice. I just want to ask if where can maintain the Sub-category and Item for SR? I'm having this kind of ticket view for all SR tickets. Also, I noticed when I point it to subject field, it will show - this ticket has no description. Is this the description system is referring to?Note : All my SR has description since its a required field. so i wonder what is this thing.
Hi, I am trying to automate the onboarding process via Workflow Automator for tickets.My OnBoarding process creates a ticket with several custom fields. One of these fields is ‘Employee Private Email’ (text field).The idea is to send an email to the new employee (value taken from the ‘Employee Private Email’ custom field) asking some questions. The reply will be added to the ticket as a comment. I am not able to add custom fields from the OnBoarding module, at least not in the ‘Send Email To’.. I can use custom fields on the onboarding module in the Subject, but not in the ‘To’ address. Any ideas how to get this to work? Thanks,Eyal
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