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Freshservice Integration

Unified CRM

  • 10 Posts
  • 18 Replies
10 Posts
M
Skilled Expert
MDaviesSkilled Expert
asked in Freshservice Integration
Dropdown Field Not Working As Expected

I am wondering if this is working as expected or whether this is a bug.When working with Multi or Single Dropdown fields and selecting the Data Source as ‘Assets’...…All Users, Requesters, Agents, Departments but not Locations... ...when a user attempts to use these Dropdown fields in a form from within the Support or Agent Portals they instead work as a Search box:Why is this the case for everything except Locations?  Is there a way to force it to work as a Dropdown instead of a Search box?

706
M
Skilled Expert
3 months ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in Freshservice Integration
Email Notifications and Ticket Sharing

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.I don’t want to use

613
eeha0120
Skilled Expert
4 months ago
M
Top Contributor
Maarten VlasblomTop Contributor
asked in Freshservice Integration
Assigning tikcets from FreshService to 3rd party

We are going to use FreshService if all goes according to plan and based on the Growth version.We have also a external 3rd party as Software Supplier and Developer partner. We would like to be able to assign tickets to this party easily and i was wondering what the best approach would be.I was thinking about 1 Agent per application and a shared mailbox on their end so that we can easily reassign tickets to them and by only consuming the costs for 1 agent. Is this a feasable solution?Otherwise the amount of Agents would increase a lot and there might also be some onboarding and ofboarding on their end without us knowing about it.Thanks for your suggestions!

481
rajagopal.baladhandayutham
Community Manager
5 months ago
H
Top Contributor
HVHTop Contributor
asked in Freshservice Integration
Maintenance calender and Change publishing on Statuspage

Question: In the maintenance calender we create a maintenance calendar item that is made visible on the statuspage every evening on weekdays.We want to add just One Change number to these repeating maintenance calendar items that will be viewable in the maintenance calendar.It looks like we must make a change for every day because the change when associated to the just made repeating maintenancecalendar items gets the starting date and time and ending date and time of the first day of the repeating maintenance calendar items! Anybody have a solution, or will the change get another start/end date/time when a new day arrives within the schedule.

180
H
Top Contributor
6 months ago
jacky-coke
Apprentice
jacky-cokeApprentice
asked in Freshservice Integration
Assistance with authorization of MS Teams integration

Hey, we’re having some issues getting the Teams integration up and running: Even though the colleagues form IT confirm the app-request within O365 Admin Panel, the integration seems not to receive this confirmation and keeps asking for this again and again and again… Any suggestion where we did wrong? 

200
jacky-coke
Apprentice
8 months ago
mitch.stone
Contributor
mitch.stoneContributor
asked in Freshservice Integration
WD (Workday) Integration

Anyone with information on when the Workday Integration will be available? https://support.freshservice.com/en/support/solutions/articles/50000006196-freshservice-integration-with-workday-upcoming-

422
Nittannia
Community Debut
9 months ago
mitch.stone
Contributor
mitch.stoneContributor
asked in Freshservice Integration
Workday Integration

What’s the latest on the release date for the Workday integration?

1031
Nittannia
Community Debut
9 months ago
mitch.stone
Contributor
mitch.stoneContributor
asked in Freshservice Integration
Workday Intergration

Is there at ETA on the Workday-Freshservice Integration?

1164
mitch.stone
Contributor
1 year ago
C
Apprentice
ChanileApprentice
asked in Freshservice Integration
Freshservice Integration with Microsoft Teams

Hi,I would like to know if the servicebot can also send notifications on service requests? I know before it could only send notifications on the incidents via the servicebot and not on the service requests.Is that now also possible or when will it be available?Is that available as a feature request at the moment?Thanks. Chanile

510
C
Apprentice
1 year ago
Rob J EliteGroupIT
Contributor
Rob J EliteGroupITContributor
posted in Freshservice Integration
Currently undertaking this FreshService / Unified CRM / FreshSales intergration

Just a heads up to say that our company is attempting to use this. A contact / account created in FreshService gets synchronized back to CRM/ Sales  Note that it only works for newly created accounts Unfortunately the apis provide different contact and account ids between FService and FSales/CRM making it alot more difficult to pull data from one api call to the other. In Fresh service you can see a Freshworks CRM plugin option, lets you click contact or account and you can drill down into data on both to see meta on the other side. option to browse url In CRM/Sales under account or contact you can see a Freshservice plugin option, very useful for sales, list all of the open tickets that support are dealing with for that customer (MSP)  From Sales a ticket /change etc can be created using the workflow tool, but its limited in fields, no custom fields . only makes a basic web request and no processing engines like you have with the workflow tools in Fservice.  Needing to use the workf

341
Joselyn Monica
Community Debut
1 year ago

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