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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.

  • 1,676 Topics
  • 4,721 Replies

1676 Topics

M
Contributor
mike_12460Contributor
posted in Freshservice

How Exactly Reports are Calculated

With the helpdesk at a glance there are a number of categories such as average response, average first response and average resolution time etc. I don't quite understand how some are calculated. Average first response is the first time we reply to a ticket (not a note etc)  Just like to fully understand how they are calculated and how sometimes they slip so I can explain reasons to end user clients. Also the received tickets, resolved tickets and backlog tickets don't always add up.

2
M
Apprentice
6 years ago
R
Apprentice
robert_14654Apprentice
posted in Freshservice

sorting on the assets screen

when sorting by Used By on the assets screen there are 2 dieffernt issues 1. when sorting alphabetically by name and first names are the same the last name doesnt appear to be looked at to finish the sort ie these do not appear in complete alphabettical order John Litrio John Jiang John Stevens John Neil Hester 2. if filtering via the search box and then sorting Used By you are sorting by first and last name so result look like this Demetrius Adger *** Aileen Smith Alan Rubilar Theodros Alemayehu *** Alynne Landers those marked with *** are sorted by last name not first name

1
T
Community Debut
6 years ago
M
Apprentice
mike.celoneApprentice
posted in Freshservice

Question about Managed Assets

We are looking into FreshService for helpdesk and also asset management.  If we were to import our assets into FreshService but not use the agent or discovery probe would these still be considered "Managed Assets" and subject to being charged for them.  The KB article I found isn't clear what happens if you don't use the discovery probe or agent and import your assets manually. We have internal software for managing our assets already but would like to import this information into FreshService on a regular basis.  I understand we could negotiate a lower cost for managed assets but I don't like having to pay a fee per month for each asset in teh database.

1
M
Contributor
6 years ago
M
Apprentice
mike_13264Apprentice
posted in Freshservice

Unicode in usermames

Hello from Russia! We are have permanent problems with resolve cyrillic symbols in usernames, who send request by email. For example, name "Польский Артем"  look like "=?UTF-8?B?0J/QvtC70YzRgdC60LjQuSDQkNGA0YLQtdC8?=" - see attach. I think this applies to the Chinese symbols, and others. Please, check it and resolve. If possible, repair the incorrect names in the database as well. If this field contains "=? UTF-8" means you can it change! I do not want to do it manually. Cheers!

1
J
Community Debut
6 years ago
T
Contributor
tiele.declercqContributor
posted in Freshservice

Customer satisfaction is not using our custom layout

When a user clicks on the satisfaction rating icons, the resulting window is far from perfect. Our normal colors are these: Besides this, the remark 'wish you were a little more happy' is really inappropriate and should be removed. Could be replaced with the existing comments entered in the admin module, 'just okay'.

3
J
Community Debut
6 years ago
E
Apprentice
egiblockApprentice
posted in Freshservice

api examples ?

i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused.   i would just need some html examples. thanks

1
R
Community Debut
6 years ago
A
Apprentice
apulidoApprentice
posted in Freshservice

Slack integration breaks IOS app

The slack integration for fresh service breaks the ios app. I spoke with slack support and there is apparently a known bug in slack in which if a bot sends too many large messages the ios app becomes unstable and crashes. I recommend that an option be added to shorten the email messages that are created from tickets. such as removing email signatures or just adding a shortened message.  

1
J
Community Debut
6 years ago
A
Apprentice
apulidoApprentice
posted in Freshservice

Stuck at Guru level

When you set a agents level manually you cannot reset back to a lower level. Does anyone know a work around? 

2
J
Community Debut
6 years ago
A
Apprentice
administrator_14191Apprentice
posted in Freshservice

Computer CI properties clear when CI type is changed to a sub-CI type

Not sure if this also falls under a new feature, but I would classify it more as a problem report. Here's a description of my problem: I'm adding new computer assets (desktops specifically in this case) into the CMDB using the FreshService discovery agent. Some computers are either a little older or custom-built machines, so when they are imported, a particular product isn't listed (i.e. make/model) and the CI type selected is Computer. Computer properties and specs are imported correctly and the fields in the Computer section are filled out. So far, so good.. I want to go ahead and associate the asset with a specific product, so I go and create the product and give it a specific CI type of Desktop. I go back to the asset and assign it to the product. This all works great. However, I'd also like to update the CI type of the asset from Computer to Desktop, to be a little more specific. Assigning this asset to a product of the Desktop type, didn't update it for the asset. My real iss

4
M
Contributor
5 years ago
D
Contributor
deborah.stricklandContributor
posted in Freshservice

Add # of Views for Article Listing (same as Freshdesk)

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.

1
D
Contributor
6 years ago
A
Apprentice
adbApprentice
posted in Freshservice

CMDB Hardware

I have several Lenovo Servers deployed, some of them run windows server and some run vmware ESXi with several windows guest OS's. after doing a probe, it populates the product catalog with this model server as a "vmware server" although that this is not true, because there is no such thing as a piece of hardware being "a vmware server" well sometimes it runs windows directly installed. after the discovery, I can't even change the asset's CI type to be a generic server can someone help clear this ?

1
rajagopal.baladhandayutham
6 years ago
T
Apprentice
thafoxrayApprentice
posted in Freshservice

Freshservice Discovery Agent

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.

1
J
Community Debut
6 years ago
C
Contributor
charlie.hawardContributor
posted in Freshservice

Horrible View More / Hide Functionality

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!

12
B
Apprentice
5 years ago
A
Contributor
adam.beliveauContributor
posted in Freshservice

API Documentation discrepancies

Hi Support, Looking through the API reference, I have noticed some discrepancies. One of these is specific to a certain call (https://carecanada.freshservice.com/helpdesk/tickets.json) and the other is more generall (all excerpts taken from http://api.freshservice.com/): https://carecanada.freshservice.com/helpdesk/tickets.json: Your documentation claims that the output looks like this:  { "helpdesk_ticket":{ "cc_email":{ "cc_emails":[ .... When in fact it looks like this: [       {"cc_email":{             "cc_emails": ..... I did some digging, and this output is actually the output one would expect using the FreshDesk V2.0 API, but I was under the impression that FreshService and FreshDesk were separate products. Please explain. General: "Freshservice APIs have been implemented as plain XML or JSON over HTTP and use the following REST Commands:"  This is entirely false. Trying to use XML returns: "<hash>  <message>Currently XML is not available!

4
rajagopal.baladhandayutham
6 years ago
R
Apprentice
rob_miglioreApprentice
posted in Freshservice

Integration with Datadog

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. 

1
P
Apprentice
6 years ago
J
Contributor
jeffiContributor
posted in Freshservice

Report on Reopened tickets

I can see in the "Helpdesk At A Glance" report that it shows the number of reopened tickets but I am curious if there is a way I can see which tickets specifically were reopened? This would be hugely beneficial to us.

3
T
Community Debut
4 years ago
O
Apprentice
oliver_14249Apprentice
posted in Freshservice

Wordpress and the FreshDesk plugin

Hi chapsDoes the Wordpress FreshDesk Official plugin work for FreshService?I want people to be able to view the tickets and KB from our website.Olly

2
K
Contributor
6 years ago
L
Apprentice
luke.pardon87Apprentice
posted in Freshservice

Closure notes

When closing a ticket, we would like to enforce the agent to add closure notes to the ticket before being able to actually close it for good. Is this possible?

3
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
andrew.coxApprentice
posted in Freshservice

Incident resolution categorisation

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

1
C
Contributor
6 years ago
N
Apprentice
naughtonApprentice
posted in Freshservice

Reassign group when sla violated

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!

0
N
Apprentice
6 years ago
S
Contributor
scott.hardwickContributor
posted in Freshservice

API and Assets

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

3
G
Contributor
6 years ago
B
Contributor
bongardinoContributor
posted in Freshservice

Changing the satisfaction survey clipart

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

0
B
Contributor
6 years ago
D
Contributor
dan.popeContributor
posted in Freshservice

Solutions Reports

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.

0
D
Contributor
6 years ago
J
Contributor
john.berryContributor
posted in Freshservice

PowerShell

I was not able to find instructions for accessing the Freshservice API through PowerShell so I am providing a few examples that may benefit of other customers: # Set global variables $APIKey = 'Your API Key' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') # GET example: get all users (limited to first 50) $URL = 'https://yourcompany.freshservice.com/itil/requesters.json?state=all' Invoke-RestMethod -Method Get -Uri $URL -Headers $HTTPHeaders # PUT example: update a user $URL = 'https://yourcompany.freshservice.com/itil/requesters/[id].json' $UserAttributes = @{} $UserAttributes.Add('name', 'John Doe' $UserAttributes.Add('phone' , '(123) 456-7890') $UserAttributes = @{'user' = $UserAttributes} $JSON = $UserAttributes | ConvertTo-Json Invoke-RestMethod -Me

10
sanofar.allahpichai
Community Debut
3 years ago
A
Apprentice
alan.rodgersApprentice
posted in Freshservice

How many assets do I have left?

Can I see how many assets I have left?I am adding software to the CMDB and users are being allocated as assets using the CI. Due to the FreshService plan we are using our asset count is limited, so I need to make a judgement call on how far I can go with keeping track of how many computers/laptops are in the CMDB, what software is on them. Also, does software count against asset availability according to which plan we're using?

9
T
Community Debut
4 years ago

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