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Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.Is it simply not possible to access this with js? Just being a noob with js and fd, I feel totally clueless. Adding my own name automatically to the tickets I handle should not be that very difficult or did I miss something? Even trying with use of slow /canned responses, may I also set the ticket properties and tags /c ? Been made to improve productivity and if this /canned1 response is suitable for 80% of my tickets and 90% of them are incorrectly ticketed. It would be great if there is an option to do so. In-case this is simply not possible to achieve for us agents working with FW- Are there any fr
Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?
Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.
We want to go with our own defined asset types as we find the OOTB asset type properties to overloaded, therefore we disabled them and created our own types. We want now to write an automation script to create the assets itself via the API.We noticed now using the “List all Asset Types” API request, we are getting only the first 30 asset types as result.
I am trying to create bundles of products, ie mouse, keyboard, docking station, monitor etc in which the user just selects the products they need. This stops separate tickets for each small item. However, each small item still shows in the service catalog as a separate item to be ordered which cancels the usefulness. There seems to be no way of saying I don’t want requesters to see the small items separately, only the bundle. It seems they have to be available to be viewed within the bundle.Is there a way of restricting visibility but still having the products in the catalog as the only options are all requestors or requestor groups which need some people in them!Thanks
Hi,please excuse if this has already been asked - I am new to Freshservice and we are a very small team in IT, although expect to grow. I am confused about the workflow for auctioning problems over incidents and would like a single view for all outstanding issues that we need to solve, together with a calendar view of all due dates. I have searched but not obviously found an answer - anyone able to help steer me in the right direction either for functionality of workflow
Since we upgraded to Freshworks Organization, we lost the ability to edit photos for requesters, agents, etc. Looks like the only way you can do this now is for your own account. Is there something I missing? When clicking Edit Profile, there’s no tab that includes the photo. Do we need to turn something on in the admin section??
Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests. We are going to expand in to change, problem, project, knowledge, asset etc. Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks
Out-of-office Auto-reply from customer gets created as a new Ticket instead of being attached to the existing one.
Is there a solution to this problem? Have created a support-ticket too for this. Problem:when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.Expected behaviour: The reply be sent in the same existing ticket and not a new one.
Hello, Community,I’m wondering if anyone else experienced the same with Dell systems and Assets in Freshservice. About a month ago I noticed that the serial numbers and asset state for most of the Dell systems in Freshservice assets disappeared. I promptly opened a support case with Freshservice support, provided them with several logs from FS Agent. I was told a week ago it’s been escalated to Level 2, however they haven’t yet acknowledged the issue exists. We are on Freshservice Estate Classic plan. Freshservice agent version 2.8.0 and I noticed a new version 2.9.0 was released around June 23rd.Below screenshot illustrates what exactly I refer to. Serial number aka Service Tag is a unique device identifier when dealing with Dell Support. Has anyone else experienced something similar?Thanks!Jiri
Are the mid-week blues taking over your day? We know a fun way to cruise through those blues. Paws-IT and beat that mid-week slump by taking part in our exciting event! Freshservice is celebrating "Take Your Dog to Work Day" on June 25th and we are organizing a special contest for all pet-parents and dog lovers out there. Here’s your chance to win a special goodie basket filled with treats for your canine companion. You will have to: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog Tag us @freshserviceapp with #ITMadePAWssible We will be announcing three lucky winners on June 28th. Hurry up and send us your entries by June 25th!
This may seem like an odd question but I have recently applied for a position as an administrator for Freshservice. I have experience with other ITSM tools (Supportworks, Ivanti Service Manger) with admin, configuration and customisation and have looked at the Freshservice Academy Freshservice Administrators course. From an admin and config perspective, everything looks fairly standard and intuitive so I don’t have concerns about that. At the moment I’m unsure what level if any of development/customisation might be expected in the role but in preparation I wanted to see if I could get an idea of how that aspect compares to other products? Do any Freshservice developers have experience with other tools and can they give me their thoughts on how they compare?Thanks in advance!Stace
Hello Everyone, Since many executives rely on information in weekly, monthly, and annual reports to make critical business decisions, there is simply no time to waste. What if your analytics module could quickly gather insights about your service desk metrics? Fresh service, which uses Natural Language Processing algorithms to generate widgets by simply posing a question.For example, you can simply ask, “What is the average resolution time of tickets by agents?”. Function will process your questions by applying the right criteria and will return the results in no time. What is the process to do so? Please guide
Take Your Dog to Work Day is on June 25th and we want to celebrate this virtually with you, and most importantly, your dog. Freshservice is celebrating "Take Your Dog to Work Day" with our in-house AI pup—Freddy who helps all our IT agents do their best work and boost their productivity. Do you have a four-legged loved one in your life? We’re running a week-long contest to give your canine friend a chance to win a special goodie basket. To participate in the contest, all you need to do is: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog Tag us @freshserviceapp with #ITMadePAWssible Join us in this celebration by showing off your furry friend. Send us your entries by June 25th and we will announce three lucky winners on June 28th.
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