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We have a number of employees in the field who use Fresh Service’s iOS app to submit tickets and service requests. Those requesters have been unable to “Add Cc” when they submit a service request through the app. The field for Add CC shows when they are submitting an incident ticket, but it does not show for service requests. These same users are able to log in on a laptop and have the option to Add CC, so the issue seems to only exist in the app… specifically with requesters because agents have the option to Add CC on a service request in the app. Does anyone know of a setting or something we may be missing? We do have the box checked in Admin > Field Manager > Form Fields.
This Community post question by @Jeannie_Walters contains something that I think most IT teams are still to address:This is what experience means within your organization, and specifically to IT.There are many definitions of employee experience out there but it’s hard to find one that stands out as a “winner.” In some ways this is good - if it means that people might think long and hard about what experience means to their organization. However, if this isn’t happening it likely means that IT strategies are being formed around things that aren’t understood (at least consistently).So, do you have an employee experience definition within your organization that could inspire others to create their own? If so, please share it as a response. Or call out some of the EX management issues your organization is facing to see if we can help. Thanks :)
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Hi! I want to integrate with Microsoft Power Platform. However, when setting this up, the Power Platform requires the API username and API password. Our org has SSO enabled, and therefore we cant provide username/password for Freshservice. Any way around this?
Hi everyone,I try to create a new analytics reports using the interactive widget, BUT with a date range AND each chart need to have this filter too: Created Date on “interactive date range go here” and resolved date on “interactive date range go here”But I try to do this on the chart:But I still need to enter a specific value which does not update base on the interactive date range widget. I got this:I doesn’t want to change each graphic date range if I use the interactive widget.I probably do something wrong in the analytics report.Thanks for your help by advanced and have a nice day,
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?
Hi Team,We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.
Hi all, I'm wondering what asset type would be most appropriate for adding a new employee to our building access security system. They use fingerprint readers, so I'm not really issuing any particular asset. The database has no limitation of users to add, so I'm not sure if this should be registered as a CI? Thoughts?
The Fresh Service agent is reporting most of our Dell Optiplex 9020's as a 'Computer' rather than a 'Desktop' under CI Type. When I attempt to change the CI Type, I cannot because the drop-down box is grayed out and unavailable to me. Am I in the wrong area, or is this something that needs to be addressed?
I'm seeing duplicate names appear in the subject line when submitting a new hire request.For example; new hire email subject line:"New Hire Managers Name"- On boarding request for "New Hire Managers Name". Ticket IDBefore it used to appear: "New Hire Managers Name" - On boarding request for "Employee Name" Ticket ID. As you can see above the new update makes it unproductive which checking email. Can this please be changed to the old subject example?
We've come across a problem where the search feature only searches by full words. While this would normally be fine it proves to be a problem when we're searching for numbers - For example a purchase order number. Sometimes its recorded as PO00000 sometimes PO#00000 and sometimes just 00000 and etc. You'd think if I searched just 00000 I'd find them all but this is not the case. Unless I get the 'full word' right it won't return the result. This makes it quite unreliable as a point of truth if we have anything in the system. Is there any way this can be changed?
The software has just automatically updated to hiding most of the ticket until you click "view more" This is horrible and means an extra mouse click for EVERY ticket we view. Please could this be turned off, or made optional so I can turn it off? I have a very unhappy team!
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?
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.
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