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We are in the middle of setting up the Employee Onboarding. Going pretty well, however, management wants the reporting managers to be able to monitor the status off each request. This isn't an issue for normal managers that are requesters, since the ability to view the onboarding module is only given to requester groups.However, for managers, that are also Freshservice agents, they can't see the process since they can't be put into Requester Groups.Has anyone found a way around this?
When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks
I'm looking for a way that I can set a ticket rule using the ticket Automator.I want a rule that will increase a ticket from low to medium if the ticket has been left open for 3 or more days. I could not find a way to do this and wondered if anyone has done anything similar?
Hello. Is there a way to turn off the View More option in Service Request forms? It is impeding communication with the customer. It is more effective to not hide descriptive information and make the information accessible and easier for the customer to read. (In other words, many overlook the "View More", don't receive the information. Why hide it?
Most of our agents are finding it frustrating that one of the ticket update buttons has been moved from the bottom of the ticket properties pane. It means scrolling back up to the top every time you make a change lower than half way. If you use the mouse wheel there is a real danger of changing drop down selections etc. There are now two update buttons very close to each other which seems superfluous. Thanks
Did anyone successfully deploy the Freshservice Discovery Agent using SCCM Software Center? We've run into some issues pushing it out using Group Policy, and before putting too much effort into troubleshooting we would rather use Software Center if that's a viable alternative. Anyone done this already?
Dear all, As discribed here: https://support.freshservice.com/support/discussions/topics/304051 ... agents should be able to forward messages directed at their personal adresses to the support address while preserving the original sender's address. In this discussion is stated that it isn't working when using Outlook, because Outlook supposedly is stripping the originating mailaddress form the headers. Outlook isn't, it preserves the originating mailaddress. I could send you some screenshots, but will not post them here for privacy reasons. I would like very much this feature to work, because users will keep sending to agent's addresses, how many times you ask them not to (as do others, because this question is popping up every once and a while in the forums). By my own experience, this feature is a working feature within Zendesk, so technically it should be possible. Kind regards, Marco Visser
We've had reports from staff and clients and 3rd party suppliers that emails from our Service Desk (eg ticket replies or ticket notifications) are going into their Junk email folders. Is anyone else experiencing this? It is causing major issues with clients thinking we have not responded.
When sorting by Asset Tag column in Inventory, they don't sort correctly - for example, mine goes in the following order when I sort by Asset Tag column:ASSET-1ASSET-10ASSET-100ASSET-101ASSET-102ASSET-103ASSET-104ASSET-105ASSET-106ASSET-107ASSET-108ASSET-109ASSET-11ASSET-110And ASSET-2 through ASSET-9, for example do exist
Hi ForumCan someone advice me.I would need an view on our (lets say Top 10) Customers and how many open or pending Tickets are in progress. Best would be a Chart and a table.Tried several methods now and i was not able to create such a report.Any hint would be helpfullThanks Alessandro
The reporting manager drop-down (Edit/create requester screen) duplicates names in the list when that manager has multiple email addresses.My expectation would be that there would be only one item in the list per user.Here's the manager:Here's the reporting manager field for another employee: An alternative, but less desirable solution would be to list the user name and email address in the dropdown. So the above would be listed as "Tori Parker (firstname.lastname@example.org)" and "Tori Parker (email@example.com)"As far as I know, selecting either option results in the same data in the user record
There is the option to send an email to the requester, or send an email to a specific email address, if certain conditions are met.How do you make this function work? As I have set this up in my workflows, and these custom emails are the only workflow actions that do not happen when they should.Has anyone else experienced this?
Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?
I am currently investigating the best approach for building a service desk system for multiple departments (e.g. IT, HR, Facilities etc). One requirement that we have that identified is that we want to have different configurations for each department (e.g. different email address and portals). Also we want to keep some of the content confidential (e.g. HR tickets should only be seen by the HR department).We are currently interested in finding out whether we can use MSP mode to do this, or whether a better approach would be to use different instances of FreshService, or whether there is another approach that we haven't come across yet. Does anybody have any views on the best way of setting up service desks for multiple departments in Freshservice?
When replying to user from a ticket this comment is of course added to the ticket. But when a customer responds via mail to this comment, then the original comment from the agent is added as a new comment (together with the response of the customer) to the ticket. This clutters the ticket information.Is there an option to only get the customers response added to the ticket, without the email string which contains the original agent comments?
On the v2 API for View Agent/All Agents, the response doesn't include the Agent ID, only the requester or user ID.The v1 API returns both. The ID = AgentID and user_id = their requester ID.Without knowing what the agent id is, I cannot query or update a specific ID.So I need to pull data using v1 and update using v2.
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