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Getting Started

Getting Started

  • 160 Posts
  • 291 Replies
160 Posts
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
posted in Getting Started
pop up surveys

Hey people… whomever is responsible for that pop up CSAT question, can you please find another way to collect your data?It’s intrusive.   I don’t want my staff filling out these surveys The survey hangs at 67%OK, ranting over.  Thank you.

340
JTAVOLARO
Skilled Expert
E
Apprentice
ellietechApprentice
asked in Getting Started
Agent Notification Customization

Is it possible to have the new ticket notification both email/in Freshservice go only to a few agents in the group vs. all the agents in a group? 

1051
eeha0120
Skilled Expert
Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Getting Started
Rejected status = Close

Can I creat a status Call “Rejected” and it act as “closed” ? If i normally done it it will just set ticket status name as Rejected but it wont close the ticket….

1912
Daniel Söderlund
Skilled Expert
B
Skilled Expert
BartVBSkilled Expert
asked in Getting Started
Best practices in category setup

Hi all, I'm new to this forum, and i just wonder if you can give some tips?we are currently implementing fresh as our new itsm solution (we used Cherwell before)Our current categorization is kind of a mess as it was not set up correctly at the start, example : E-Mail & Communication Outlook / Exchange Incident E-Mail & Communication Outlook / Exchange Request  as this provides not really an overview of the issue we are looking at the best options to change and get a full reporting view, do you happened to have some best practices we should take in consideration?how is it set up for you and how is it to use for agents and or end-users?Thanks for any advice / guidance

5612
UdayGrewal
Contributor
donschult
Apprentice
donschultApprentice
asked in Getting Started
How do you create a new workspace in Freshservice?

I can’t seem to find the option to add a second workspace to my FreshService instance.  I believe it should show up somewhere on the Switcher menu but I don’t see any options remotely related to Workspaces.

6622
donschult
Apprentice
cward
Contributor
cwardContributor
asked in Getting Started
Massive amount of spam referencing Freshservice out of nowhere

Out of nowhere this afternoon we have received almost a thousand emails referencing various  freshservice URLS in our ticketing system:+2.975 ETH for you from system - Learn more here => HTTPS://ippfesilesg8.freshservice.com+2.975 eth to your ballance from airdrop - Learn more here >> plixenmuife.freshservice.com+2.975 eth for reward from system - Confirm -> HTTPs://mreinnz41.freshservice.comI checked our email service and they aren’t coming through there, I’ve tried adding rules to automatically move them to spam but none are working.  Did you guys get hacked??????!!!!

6993
Daria
Community Debut
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Getting Started
Freshservice - Leaderboard report

Hello Team, Happy New Year!Just want to ask if we can extract the data for the whole year for this leaderboard. currently, the max is 3 months, is there a way to expand it? 

2622
eeha0120
Skilled Expert
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
asked in Getting Started
Agent Information in Notifications

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

781
eeha0120
Skilled Expert
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Getting Started
Forum fail - cannot create posts with screenshots

forum fail BROKEN cannot create real post with screenshots @support 

150
B
Skilled Expert
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Getting Started
"Secret" Features

I’m introducing Freshservice to our IT Department. What are your favorite, lesser known features that I can introduce them to? For example, canned responses and scheduler look very useful. Are there other features that aren’t commonly known that will make their lives easier?

1502
michaelmartel
Skilled Expert

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