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.
- 1,578 Topics
- 4,398 Replies
Too many organizations still struggle with IT self-service. IMO it’s something that we need to be more vocal about, rather that sitting waiting for the capability to finally take off in employee adoption terms. Especially when the factors that prevent mass adoption are likely to adversely affect employees when they do use self-service.What do you think hurts your self-service capabilities most? And what have you done to raise self-service adoption levels and the benefits?
We would like to be able to add Form Fields to Service Items. Service Requests are tickets too!Being able to prioritize service requests, or organize service requests if a very manual process since the Form Fields are not available on Service Requests. Service Requests need to be able to be weighted against some Incident Requests, such as access requests or Emergency Off-boarding/Terminations for example.Currently, agents CANNOT modify these Form Fields, even trough the Business Rule on Forms. Even this would still be a very bulky undertaking having to write these rules for EACH Service Item.Ideally, as any other ticket, we would like the ability to set all form fields (Group, Urgency, Impact, Priority, etc., essentially whats in the Properties window on the right hand panel) on the Service Item and be able to pre-set this information once, not through a manual ticket template that only agents have access to. See the other, related feature request Option for Requester Access to Inciden
Is there any way to customize agents' permissions so that they only have access to specific contacts?In our case, it's about a partner who should only see the tickets of a certain group of customers. However, since all contacts are displayed to this, this is a high security risk with regard to data protection laws. Is there a way to get around this risk?
The kids are back to school here in the UK soon and this got me thinking of fresh starts. What would your IT support equivalent be, i.e. what would you do differently if starting your IT service desk afresh the week after next?Please reply as a response. Thanks.
If your IT self-service capabilities are working well, then you might want to consider extending them to other business functions (whether you wish to call it enterprise service management, digital transformation, or simply business improvement). A recent Freshworks survey found that 44% of organizations currently do this, with the top self-service sharing use cases:Human resources (HR) – 30% (this is 68% of the organizations that have shared their IT self-service capabilities) Finance – 20% Facilities – 19% Security – 17% Business operations – 15% Customer service – 13% Procurement – 12% Legal – 12% Sales and marketing – 12% (this is 27% of the organizations that have shared their IT self-service capabilities)Have you done similar? If so what did you learn that would help others? Please let us know these helpful nuggets as a response.
Is anyone else using the Create tickets from messages within Microsoft Teams feature?Our end users love pinging our IT folks directly on Teams instead of submitting tickets - and it would be a massive time saver if we could create tickets on their behalf just with the right-click integration as shown in the article.What we found though is that the form for creating the ticket is pre-populated not with the end user’s email address - but rather the agent’s! And if wanting to change that to the requester as should be, the email address has to be manually copied/typed into that field. While we thought for certain this must be something wrong with our setup, support told us this is by design.Surely this cannot be the case - can anyone confirm they are seeing this on their end? And if so, how do you cope? :-D
Hi guys, I find difficulty to generate a report of Tickets created a period of time. but no Child tickets should include.Situation:I am having a integration which triggers numerous tickets every day so I used to merge multiple tickets with certain Parent Ticket, at the end of the month, while taking the report i could only get all the tickets created, but my intention is to exclude all child tickets.can some help here!
We have built out each of our (many) roles in Employee Onboarding for our HR Department. This is not inclusive, so I built out a dependent dropdown for their department for their other requests for Promotions, Moves, Changes, and Removals of Employees. Even with that being built out, I find myself referencing the old excel file for role references. I noticed you can add custom fields in the Assets category and thought of adding in the various pieces of software / programs we use there with all the different security levels, but then was not sure how they would link back to a ticket when needed to be referenced in one.Is anyone managing Employee Maintenance? I want to base tasks on the roles in the tickets?For example, Employee A is moving positions so HR submits the ticket - they fill in the form they are changing from Role 1 to a Role 5. It creates the ticket to you, and you see the tasks show the change between the two Roles - so they need their privileges increased, and more pr
I am trying to help out our Marketing department and not sure if there is a way to utilize FreshService to track the work. The basic process is as below:Marketing staff writes a proofing copy of a letter and currently sends an email to a list of employees who provide feedback through email replies. The feedback may include “looks good” which would be interpreted as an approval.The marketing team would like to better manage these interactions so that they don’t have to track all the email responses and ideally they would also have record of who approved an item or setup more complicated approval steps (2-tier approvals, Majority, one, all, etc). Has anyone done anything like this before or have any thoughts around how it might function?
Is anyone else having this same problem?I've already accepted the fact that Agents can't forward emails directed to them over to FreshService because Outlook strips out the email address from the quoted email thread ... though, if they accepted Forward-As-Attachments .. that would fix THAT problem.But is anyone else having a MAJOR issue forwarding emails into tickets where the resulting ticket is missing the ENTIRE email thread quoted in the forwarded email?So user A sends an email directly to an Agent. Agent forwards email to FreshService -- and the resulting ticket has *NONE* of the original email sent by user A.I'm kind of, sort of, working with tech support on this -- but I'm not quite sure they get it.Anyone else dealing with this?
I was excited when i saw the email about being able to have dynamic drop down selections in forms and was poking around to edit my forms.Then I was hugely disappointment when I discovered that the feature is only for Estate plan holders!!! I think this is ridiculous. A feature enhancement like this should be available to all plan holder and not just estate plan holders. I get that extra modules/add-on is extra charge but this shows that freshservice is being greedy in my eyes.
I really like the UI and feature set. I am wondering what the age of the product is and its customer base? I ask because the documentation and forum is very sparse and not much activity.Its hard to soak a lot of money and configuration into a product that is just out of the gate.
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.