Welcome to the Freshservice Community! We’re on a mission to make your ITSM desk faster, smarter, and better. We want to build a community of users to suggest improvements, test new features, report bugs, and help other members.
- 1,201 Topics
- 3,188 Replies
My question is very straightforward: I'd like to know if anyone's using the FS CMDB to manage assets. If so, in any significant number of assets?I need about 2500 assets. That's $600/month or $7200/year.For less than $7200, I could buy a nice unlimited user license of a dedicated inventory tracking system like WASP Barcode Management. Ongoing service and licensing is a few hundred a year; under $500.So, given that information, is anyone using FreshService's CMDB to track assets, and what was the value add for you?Thanks much!
So I installed the Agent on 2 computers and noting appears in my Asset list. So I started to check the installation and it seems that there is a conf and settings file, but no information regarding the the account nor proxy is filled in. I am not sure how this agent could know what server to contact.
This feature is in Freshdesk but now that we switched to Freshervice I see it's not there. I run visitor analytics monthly and part of that is tracking # of views for our 200+ articles. The two products are very similar I was surprised this item was missing. Attached image shows the article metrics for FD v. FS.
We have certain customers who we need to treat as VIPs. When the team are logging calls it would be very useful to have an indication that the person is a VIP.In the contacts form we have created a checkbox that can be ticked to highlight the contact is a VIP.How do we get this checkbox onto the new incident form so when the requester details are added the checkbox is ticked if they are a VIP. Similar to the way the company field is updated.
What's the best way to integrate with datadoghq.com? It supports webhooks to alert when a metric alert is triggered. Ideally I would just be able to specify a webhook per agent group or something like that. Alternately, I can just give Datadog my Freshservice support mailbox to send the alert to and have it create an incident from there.
I'd love to know how other people create and track data on the underlying cause of incidents.I've come from an environment where we logged the reason for the incident at the point of resolution, eg:People - training needInfrastructure - server / network / client hardwareApplication - bug / crashI can't see any way of achieving this in FreshService
Has anyone been able to utilize the API to update the asset tag, warranty, acquisition date, warranty expiry date, and cost of computer CIs?If so, can you please share how you formatted the request?I have put in a ticket to support last week but they are apparently still investigating.Thanks!Scott
Hello All; I have installed the Wordpress plugin and I am working on creating my support site for my clients. My question is; how do some people (like ElegantTheme) for example integrate their forums within their website? Can someone point me to how this is accomplished. I am pretty technically inclined; but I do not want to reinvent the wheel. If anyone has suggestions or how to start on this path, please let me know.Thanks,Tamer
I've tried multiple combinations of dispatcher, SLA, Observer and Supervisor rules and can't seem to accomplish what I want, but maybe I'm overlooking something?I'd like to have all new tickets be assigned to our "Help Desk" agent group. No problem, I did that through dispatcher. However, if no one in the help desk works the ticket within a half hour, I want to automatically re-assign the ticket to another agent group based on the requester's department. I can do that through Supervisor by setting a rule to reassign the agent group if no agent interaction has occurred. But I need this to be done more frequently than the hourly Supervisor runs.Is there some way to accomplish this that I'm missing? The closest I've come to is to set the SLA notification to email all the members of the Group to which I want it to be reassigned. But I don't want to have to email all the agents in that group every time this occurs. Thanks for any help!
Hello- Our customer satisfaction survey looks like this : But when I receive that survey from Freshservice support agents I work with, it looks like this How can we change it so it looks more like yours? I don't see any options in Admin > Customer Satisfaction Settings
Does anyone know if its possible to get some type of report that details changes to solutions and new solutions? I am looking for a way to easily inform our agents of any changes to current solutions or new solutions added over a time period? This would be useful as this will keep them up to speed with any procedure changes and useful new solutions etc in blocks rather than informing them on every change.
I am currently testing Freshservice as a trial and was using my test account from AD to create tickets. I'm using SAML through ADFS and the only attribute that Freshservice is using from AD is the email address. I'd like to get First Name and Last name as well. I have set up claim rules in ADFS but they do not appear to be working.
Do you, and if so, how?Here's what I came up with:* Create an Access Point CI for each device (e.g. MR24), recording its serial number* Create a Software CI (I created sub category called "Cloud Application") for each cloud controller license, recording the license key and acquisition date* Create a Software License Contract recording the adjusted coterminous expiry date, total license spend and license countNow, add each Software CI to the contract as a covered asset.Attach each software license to the access point it covers (I used a "Managed By" relationship).Maybe I'm overthinking it, but curious if anyone has a better way to track these. I suppose you could track the APs as leased hardware, but that's not quite how Meraki works.
Hi am trying to authenticate with freshservice so that I can create an integration between Podio and FreshService. I have already created my web hook in podio, now I am trying to see about authenticating to Freshservice. Is there some kind of nuget package I can install into .net that will assist me along the way?
Okay so my problem is that after logging in as an Agent, the Dashboard is blank (as displayed in the Attached picture). Refreshing the page or going to a different tab and clicking Dashboard again, still displays a blank dashboard.However, if I click the "View All" link in the right side pane under " New Announcement", then click the page back button in Microsoft Edge, the Dashboard loads just Fine.This only happens in Microsoft Edge Browser and works fine in Mozilla and IE.
We've setup Freshservice to receive emails that are forwarded from the Support email box. So for all emails that are sent to the support email box they are forwarded automaticaly due to an email rule that was setup. Tickets will be created and the receipient is indeed the initial sender. All works great!What doesn't work is that the requester never receives an email notification that there is a ticket created although this is configured in the admin settings.Can you please help us out?
Hi everybody,I have a misterious problem with the feature of assets discovery.My network is composed by 50 windows machines (pc and nb); Three of this machines have installed the agent (for my test). Inside one of these three machines there is the Freshservice Probe.The probe collects inside its interface only the name of the machines (or IP) inside my network and responds with many error messages (like "unable to scan the device", "permission denied: DCOM" etc.)In the log I see many informations like bios version, processor, hd space, manufacturer and many other, but nothing of this informations appears in the probe.My CMDB is always empty.What's wrong?
We recently had a situation where we were blindsided by an SLA Violation. SLA is a huge part of our metrics, and we need to be notified BEFORE the SLA gets violated. In my searching I only found a way to send an escalation email after the SLA is violated.Is there any way to notify the agents when a ticket is approaching the First Response SLA or the Resolution SLA? It would be great if there were conditions in Supervisor rules for "Hours until Response Due" or "Hours until Ticket is Due" so we can create the email alert ourselves.
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.