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I need to be able to create a scope that would allow a group of agents to see tickets based on location. For example, AgentA needs to be able to see all tickets where the requester's 'site' field is "A". AgentB needs to be able to see all tickets where the requester's 'site' field is "B". They need to be able to see these tickets by site regardless of what agent or group they are assigned to. However, they should not be able to see tickets from a different site. AgentA should not be able to see tickets where the requester's 'site' field is "B". Is there any way to set something like this up? Thank you!
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Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad
If your IT self-service capabilities are working well, then you might want to consider extending them to other business functions (whether you wish to call it enterprise service management, digital transformation, or simply business improvement). A recent Freshworks survey found that 44% of organizations currently do this, with the top self-service sharing use cases:Human resources (HR) – 30% (this is 68% of the organizations that have shared their IT self-service capabilities) Finance – 20% Facilities – 19% Security – 17% Business operations – 15% Customer service – 13% Procurement – 12% Legal – 12% Sales and marketing – 12% (this is 27% of the organizations that have shared their IT self-service capabilities)Have you done similar? If so what did you learn that would help others? Please let us know these helpful nuggets as a response.
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 😊
Is there any information anywhere on the behaviours of CC and BCC on tickets. You are given the option to remove an individual user or clear the whole CC box but doing any of these still sends the agents responded to the user you removed/cleared in the CC box. To me this is wrong and if you explicitly remove a CC it means you don't want them to receive the response for whatever reason much like an email this could prove very costly and the response should only go to visible addresses on the agent's reply. If the requested then reads the CC then yes it should reappear. If this is by design then you should not be able to remove the addresses in the CC box.Is anyone else aware of this as I've been using Fresh service for 3 years and I was unaware of this?
Too many organizations still struggle with IT self-service. IMO it’s something that we need to be more vocal about, rather that sitting waiting for the capability to finally take off in employee adoption terms. Especially when the factors that prevent mass adoption are likely to adversely affect employees when they do use self-service.What do you think hurts your self-service capabilities most? And what have you done to raise self-service adoption levels and the benefits?
Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.
Hi together, today i experienced the following critical problem: We already had a service catalog template called "access permissions". With this the users were able to ask for some permissions. Inside of this template there was a single line text field. This template was used very often before. After each request for permissions an email was sent to our managers for approval. Now i edited the template: I deleted the single line text field and added a paragraph text field. The template is working very well. BUT: In all of our old tickets who was based on this template the content of the single line text field was deleted.If we would be a larger iso certified company, this could be a game changer!How can this be? For me this isn't the meaning of a template, right?Is this a bug or feature? ;-)Looking forwar to hear from you.
Hello We're debuting Freshservice this Monday. I noticed when I have the Solutions publicly available on the portal, for not signed in users, freshservice also displays our help phone number by the "new ticket" button - like so:but, when I lock up all our solutions, I lose the phone number, like so:Any ideas on how I can post the phone number? Maybe make it visible AFTER the non-signed in visitor hits "new ticket?"Thanks!
We are looking at getting our Avast alerts configured in the Freshservice alert module. There is no specific integration for Avast, but I thought we could use the custom integration. However one of the requirements is “Copy the alert payload structure sent from your monitoring tool in JSON format and paste it below..” We have reached out to Avast support to request this and they have told us lthey cannot output their alerts in JSON format. I was wondering if anyone had come across this issue before and had any solution?
Hello, We recently set up a dispatcher rule to add our entire agent team as a watcher to any ticket that comes in with "Urgent" as the priority so that the ticket won't go unnoticed if a the agent it is assigned to (we use the round-robin functionality) is away from their desk when it comes in. In cases where one of us is out of the office, the auto-reply emails will be added as a public note to the ticket and tend to confuse our requesters. In some cases, it has even re-opened a ticket, and we don't want this happening. As I understand it, the system should be suppressing auto-replies for when the requester or the agent assigned has their out of office on, but it doesn't seem that it is being suppressed for watchers, and this is an issue. Thanks, Jess
I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?
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!
The notifications in the phone app are nice to get an alert that something happened, but the card in the pull down is not very useful. I would expect it to show just a short snippet of latest notification(s). Instead it seems to show notifications from several weeks ago regardless of the state of the ticket or whether I've read them. This isn't helpful in determining what the notification is for and whether I need to act on it now, I end up having to open app to view that notification that triggered the alert.In the attached image everything listed is over two weeks old and long since resolved
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