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A good while back I asked if your organization is using employee experience management data to improve its IT or ESM service delivery and support operations and outcomes? From what’s it doing to what has been identified to improve upon. Or whether it has plans to do so in the future.Maybe the post was too early in the Community’s evolution to gain traction, so I’m asking these questions again. Do you have anything that can be shared with your Freshservice peers? Please let me an others know via a response. Thanks :)
I have a director over maintenance who is trying to do a Report of Department at a Glance, but for a specific date range. I do not use this function, but he is telling me, that it he was able to set a specific date range previously, but he is unable to do so now. I have tried looking at it, for my department, but I have not been able to change any dates for those reports either.
While it’s 2021 rather than 2022 data, a recent piece of analysis I undertook showed that small-to-medium enterprises (SMEs) are just as likely to be succeeding with ESM strategies as large enterprises.It was an unexpected insight from the survey data that potentially shows the growing probability of SMEs being among the earlier adopters of ITSM trends.If you work in an SME does this match your views on the potential of ESM to improve operations and outcomes? Or, if you work in a mid-market organization, what’s holding your adoption back? The state of ESM adoption No, and there are no plans to No, but we’re planning to Yes, but we’re still in the early stages Yes, and we’re well advanced with it SMEs 27% 23% 29% 21% Mid-market organizations 35% 35% 27% 4% Enterprise organizations 19% 17% 44% 21%
As part of something being written based on AXELOS ITSM Benchmark Report data, the ITSM capabilities of organisations reporting their ITSM success either as “still much to improve upon” or “getting there” were compared.“The first, and unexpected, trend is that the organisations reported as having “still much to improve upon” predominantly have a higher level of ITSM capability adoption than those seen as “getting there”.” This potentially looks as though resources are being spread too thinly (across ITSM capabilities) in the organisations that rated their ITSM capabilities the lowest.This was followed up by the analysis of the “working well” ITSM capabilities in these two groups, which restored teh expectations between these levels or reported ITSM success:“...it’s likely the mid-tier “relative” increases that offer the best insight into the transition point between an organisation having “still much to improve upon” and “getting there”:• Service request management +76%• Service
I am having trouble figuring out how to create a widget “Ideally donut” that show the percent of tickets an agent has worked on. Some of our tickets get passed around between agents depending on their specialties but when I try to generate a metric showing the agent it only counts the tickets that they are currently working on or were assigned when closed.
Yesterday we recorded some short ITOM-related videos and it got me wondering how many of you are using Freshservice to fulfil some ITOM needs and how many would like to see what others are doing before trying things out. Please share your experiences and potential future plans as a response.
Page load times for our company have gotten increasingly worse over time. Sometimes it can take 40+ seconds for a ticket to fully load and to become responsive to even the most basic actions.We have been stuck waiting for a fix for quite some time and we are wondering if anyone else is noticing the same thing?
One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)
Within an Incident, where we have an opportunity to create a task, enable the ability to engage involved parties who are not FreshService agents. The mechanism could mirror the current workflow where a forwarded email from within FreshService returns as a “private note”, we may be able to enable (or make a parallel “tasking workflow” exclusively for external parties?) an ability to send task notes to external parties, and have their responses nest into the parent ticket as a “private note”. I’ve seen similar workflow already utilized in the “Change” capabilities, so I don’t think it a departure from current capacity to use a “task” workflow which goes beyond simple task notifications, but allows external members (or our employees who are not FreshService agents, but otherwise use email to communicate) to interact with an Incident so that FreshService Agents can coordinate responses, discover details that may affect decisions, etc. Thank you for your consideration.
Hello, We are trying freshservice but whenever we add/edit an asset and try to assign someone on the "Used by" field is never saved. Is there anything we need to do in order to save this field? Reference article: https://support.freshservice.com/support/solutions/articles/164415-assigning-assets-to-different-users-and-departments
Received reports that agents using Firefox can not copy and paste text anywhere into FreshService. After some testing we were able to replicate when using Firefox version 55.0.3. Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied. This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.
One of the questions I get asked every now and then is “We use the ITIL X, Y, and Z processes, but what do organizations generally do next?” The answer is that no one really knows.To help, we are running a quick poll that asks respondents to share how they adopted different ITIL capabilities. Hopefully, this will finally give us a generic answer to the question.https://docs.google.com/forms/d/e/1FAIpQLSeAK5JfBAdS-wZqUHdueQWorzCjyF3OnTaEOaskUdi1_fGDWA/viewformPlease take the poll to help us to help you and others :) Here are the results of our last poll/survey:
We’re all different in our own way, having been shaped by a variety of factors from our parents, through education and work life, to the many personal experiences had through life. But then there are factors such as where we live and have lived in the world that impact us too.It made me wonder how many of us know the particular differences for ITSM that relate to the country we live in versus the data and insight that generally comes from North America and the UK in teh main.So what would you call out as an important geographic difference that’s missed by the commonly shared IT service delivery and support best practice? And what should your geographic peers do differently?
Here’s some data from a recent ITSM Benchmark survey and report with AXELOS (hopefully the full report will be out soon):ITSM Practice and Adoption levelService desk 89%Incident management 89%Service request management 85%Change enablement 84%Problem management 80%Knowledge management 79%Asset management 78%Relationship management 77%Continual improvement 73%Financial management 72%Service catalogue/self-service 69%How does this adoption profile stack up with your organization? Please let me know as a response.
I set the following Observer rule for user comments to re-open closed tickets: I see no reason for it not to work - and yet, when I tested it, the comment was added to the closed ticket, but it remained closed and no email notification was sent to the assigned agent. Can this be because I used my own account to submit the ticket? (meaning I'm both the requester and assigned agent) or have I set something wrong with the rules..? Any help would be appreciated,Michael
Forwarding emails from a private inbox to your support portalOccasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the email to the agent. But when you forward existing emails from a mailbox (where this mailbox is not associated with an agent), the requester will be the mailbox and the time stamp of the ticket will be the time the email was forwarded.
Product Team made change without informing to the customer account team. All business rule and workflow went wrong. Even team change the basics of the Support service they provided earlier. Like SR can be created with different role conditions and now change the condition for the same. So all rules failed for business.We required to stop the business user for daily activities since there is challenge, they can change the properties of SR.Please done change the base of the old customer instance. This will create critical issue for a running businessThanks-Mahendra Singh+91-8586924668
Has anyone come up with a clever way to receive large files (bigger than the 15 mb file size limit) via the helpdesk? We get that we can use the dropbox but asking a particular group of our customers that often send large files to then sign into another application isn't an option for us at the moment. We would also prefer not to resort to e-mail for these files. Looking for suggestions. Thanks!
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