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Requester replies via email not shown in portal
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?
Deep Links when using your own domain
The last topic I can find about the ability to use deep links to launch the mobile app from and email ticket link was that it was not possible if your portal was using your own domain. (support.companyname.com)Has that changed?We hesitate to implement and market the mobile app to our user base without this ability.
Big isn't always "better" with ITSM
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 :)
Are corporate employee-wellbeing capabilities improving?
One of teh most interesting datasets from our recent Wellbeing in IT survey is this:Q6. Does your organization have suitable mechanisms for preventing and helping with employee wellbeing issues? Response 2022 Percentage 2020 Percentage Delta What’s “wellbeing”? 5% - +5% Don’t know/not really thought about it 11% 5% +6% No 2% 24% -22% Yes, but they need improving 46% 44% +2% Yes 36% 26% +10% One delta jumps out – that the “no” responses have dropped from 24% to 2%. This change hopefully represents organizations’ increased focus on employee wellbeing, whether they work in IT or any other business function. However, only half of this delta is shown in the “yes” increases. Nonetheless, while there’s room for improvement, it’s still a great improvement.How does this stack up against your organization’s w
Post XML using Web Request Node
Dear Fresh Community,I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with. I’m calling an API which only accepts XML when doing a put method. The Web Request node only appears to allow you to use JSON. Has anyone done something similar where you’re submitting xml to an API through the Web Request node?Thanks,Andy
It looks like FreshService dropped integration with Yammer, that is the only information I can find in support documents.I’m trying to figure out if I can , based on some conditions in a workflow, post a message out to yammer. We use yammer to indicate a system outage. If users file a service request for a system outage, I would like to post a message to our Yammer Support channel indicating that a system could be (unverified by system owners) down. Thus giving people some advanced indication there may be having problems.Is there a way to post one way to Yammer? I’m not trying to integrate Yammer into FreshService just one way posts.
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Ticket approvals for transferring employees
We are running into issues processing approvals for employees that are changing departments. When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor. We are wondering if others have run into this issue and if so, how you resolved it.
Google Orch - Sending emails when account is created
Hey all! Trying to set up a automation with Gsuite. Everything works but in testing when the user account is created we are not getting any email generated from Google. Not sure if this is a google issue or if we are missing a field in the API to send these emails. Does anyone know if there is a setting in the orch to enable this?
Globally, there's no such thing as an average end-user
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?
Incorrect Embed Value displayed in API v2 Tickets Documentation
While reviewing the documentation on how to view a ticket in API v2, there is an error in regards to the Embed options when viewing a ticket.In the Embed options table, the option for "requester" provides the incorrect include parameter and description. The value for the "include" parameter states "company" (which isn't an available option) and the description states using the value will return a list of tags (which has nothing to do with the requester).In addition to this, the Embed options table doesn't list that "tags" is a value that can be used.See the attached screenshot for what happens when you try to use "company" as the value for the "include" parameter.
Retain Form Fields & Responses On Existing Tickets Even After Deletion
When a form field is deleted, any existing tickets made prior to that deletion should still have that form field with the response available and visible.Majority of the time, we are making changes to forms to prepare for future scaling and changes, such as removing our code-based dynamic fields and using the option to create them using the GUI. However, we are unable to make these changes because it affects ALL existing tickets by removing the form fields and responses from that ticket, so we potentially lose valuable/required context to complete that ticket.It is not ideal to have 100% of all tickets related to a service item closed before we make changes. Not only that, but we lose any historical data on any tickets already closed as well.
Insecure URL links - able to re-use login hash
Hi, We use SSO internally for our Freshservice platform. I've noticed that its extremely easy to log into someone else's account if you have the hash but putting it at the end of the URL, for example "&hash=8c4ceaa5ba06561b2cf5ac66f88d7d49" (this is not a legitimate hash). There are no controls on how this hash can be used so I can litterally walk up to another machine and use that hash to log in as an agent. Surely this hash should be stored and processed more securely?
Forwarding acceptance email creates a new ticket
A user has send an email to our helpdesk.This email is converted into ticket [INC-20557].The user recieves an email telling him about this ticket.The user forwards this email to the email address of one of our agents.The agent sends a reply to this user with our helpdesk in CC. The subject at that time is 'RE: [INC-20557] FW: laptop/phone/kaartjes'.This reply has created a new ticket with the agent being the requester. The agent received an email with the subject '[INC-20617] RE: [INC-20557] FW: laptop/phone/kaartjes'. Sounds like a bug to me...
What does experience mean to your IT team(s)?
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 :)
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.
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