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- 1,688 Topics
- 4,763 Replies
Inactive Agent Notice for License Removal
Inactive Agent Notice for License RemovalHello FreshService community, How are you handling agent adoption and account usage metrics in a large helpdesk environment?We have several teams joining the platform but there are a few agents who have not signed in over a month and taking up a license. I am looking for an automated way to open a ticket, as a notice to me and them, that they have not logged in for n-days and account will be deactivated soon if no response in n-days.Currently, this is a manual process can only be found by manually looking at agent last activity date. We cannot pull this data in the new analytics reporting either. Feature request worthy or how do you manage this issue?
Expression to check agent group membership
Hi,I have a need to set up a condition in a work flow that checks if the requester of a ticket is member of specific Agent group. I haven’t found any standard way of doing this so I have tried with api calls and expression builder but without success.I’m using a web request to get the group details and a json parser node to structure the output. But how can I use the Expression builder to check if the ticket requester is member of the group or not? Anyone managed to do such a check?The web request returns an array or numbers for the group members which I assume is part of the problem.
How to send an approval request to the requester in the Change Automator?
I cannot figure out how to send an approval email to the requester in the Change Automator. I really need to be able to do this as the requester of the change needs to approve of the direction the change is going in. I can easily add approval request of individuals but since the requester will usually always be different I do not know how to accomplish this. Thank you for any suggestions you can provide!
Add IT Support Hours to Requester Notifications
Hi GuysWe are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification. Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either. Any advice would be greatly appreciated
By default, a list of Onboarding requests with pending approvals are displayed on the home page of the support portal. This list is only viewable by the person who created the initial request. When this person is on PTO, we have no way to see this list. We are unable to Assume their identity as they belong to Restricted groups.Has anyone come up with a way to see this list?Thank you.
Administrative account activation
I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system. Part of this question is just about getting rid of that spurious link.
SCCM Integration - Stale Asset Information
Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!
MAC Address for WiFi Adapter couldn't Obtained Using Discovery Tools
Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?
Seeing all tickets from Department
Hi, I’m new to the Fresh Service, and we have users that have reported they were able to previously view all tickets in the department.I’ve checked their profiles, and they do have “Can see all tickets from this department” checked off.I assumed their identity, trying to open a ticket by someone else in their department by changing the ticket number in the URL, and it’s met with the message: You are not allowed to access this page!Is there something we’re missing?Thanks
How to better direct users to Freshservice Annoucements
What are people’s techniques to better direct/indicate announcements to users/requesters to try and reduce tickets being created. (without ticking the ‘send via email’ option :))We add known issues as announcements, but the default banner on the portal homepage is not obvious enough, and only shows the latest announcement (and users aren’t going to click ‘Show all’.) We have changed the banner to RED to try and stand out, but we have a LOT of mobile only users, and the announcements in the mobile app are a hidden function that no user in their right-mind are going to go there each time to check if a known issue. Interested to see what other people do Thanks
Multiple Instance Setup
Hi - Has anyone had any experience of setting up multiple environments? I appreciate we have a sandbox and production/live instance, but we are keen to have other boxes (multiple environments for different sections of our org to allow us to test them concurrently). Any options discovered would be appreciated.
Freshservice - find knowledge article from incident page
Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester.
Handling subscription based software
I need to manage AutoCAD, that we have a subscription based license. However we currently have multiple versions in the software catalog that use the single license subscription. I cannot find a way to tie multiple software versions to a single license in Freshservice. Any guidance would be amazing.
Multiple Companies in Freshservice
I was wondering how you handle multiple incoming email addresses and replies to tickets etc? For example, we currently have a support@CompanyA.com email address set up and we now need to introduce support@CompanyB.comCan tickets be assigned automatically to the relevant Agent Groups?Once a ticket has been created, how do I control which address the replies come from? I don't want CompanyB contacts being emailed from support@CompanyA.comI was also wondering if anyone else out there has moved from having a single company in Freshservice to having multiple companies and how you found the migration process?
Help automating new tickets
We are new to freshservice (still technically in the trial period) and are trying to figure the best way to automate tickets coming in to the queue. We have multiple offices and would like to have a local agent be assigned the call. We have setup multiple agent groups and dispatch'r rules to assign the ticket to the correct group based on the requester's location. The problem is that we also want to automate the category, priority and other info, but once the first rule is applied the other rules don't process. We we just wondering if there is a better way to handle this situation.Thanks,Mark
About Right Service Metrics
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
Agent unable to cancel approval request
We have several Agents (such as in HR dept.) who need to be able to cancel an approval request, such as if that manager is on leave and so need to send to another requester. However, the Agent does not have the ability/permission to.Support are saying that the Agent needs Full Admin rights to be able to do so. To me, that seems crazy that have to open up the full software config to allow an Agent to cancel an approval.Is there a granular permission option to ‘allow approval cancellations’?Cheers
When a task is updated create service request
Hello, Does anyone have an idea on how I can potentially create a service request upon a task being marked as completed? Or, “lock” related child tickets until one is marked as complete?Use case: The main Service request placed is a bundle. In the bundle, the first “related ticket” is “Create One Page” which has a task. When the task is marked as complete, I would only then like the agent to be able to work on the next related ticket in the bundle. Is there a way to either create a new service request that could be then linked to the main request after task is marked as completed, OR is there a way to “lock”/restrict the other related child tickets until the first “Create One Page” related child ticket is completed?I’ll attach more precisely what I am referring to with the service request related child tickets in case it helps.
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