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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 :)
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?
When in tabular view, can we highlight say lines of tickets with a certain status, say “Pending”. Our previous system could do this, but I don’t see any way in Freshservice. In other words, if I’m looking at a sheet of unresolved tickets, it would be helpful to have all “Pending” tickets highlighted in blue, or pick, or whatever - to visually distinguish them from the Open tickets.
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 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.
Hello,we are creating our CMDB and initially concentrating on Windows servers we have used the probe. Recently we connected to our ESXi hosts using Vmware vcentre cloud discovery. The first thing that happens is we had loads of duplicates as it see’s these as VM’s and not servers (Not too much of a problem as its in the sandbox). But we notice they each have differing information, the VMware side nicely catching more VM type stuff, relationships, which host its on etc whereas the probe captures the software stack etc. I’m yet to go fully into the difference but wondered had anybody come to this crossroads on which to choose and why they went which ever way they did ?
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