Freshservice – London User Network

Hi, I am looking to set up a workspace for both our Facilities Dept and our Finance Dept. I have only just started on this and have ran into these blockers already: Cannot take existing service items/categories or workflows and put them into different workspace On sandbox:Cannot publish service item until workspace is publishedCannot publish workspace in sandbox account Is there no way of moving service items from the default into a new workspace? I do not want to re-enter them all as this will mess up the data we already have. Not sure if this is an available option once the workspace is published and do not want to publish it on live yet. I may just route the tickets to go to the facilities workspace from the default. Thanks, Elisha

Hi all, It doesn’t seem to be possible to conditionally update tickets associated with a Problem within the Problem Workflow Automator (PWA). I’m curious to know how others have worked around this? Context I’m looking to copy the content of any notes added to a Problem to all associated Incidents (as a private note) and update the status of the Incidents to Open. This would be used to relay information from the Problem Manager to the Agents working on the individual Incidents. The first part (copying notes), seems to be possible using the PWA. However, setting the Incidents to Open is a challenge. It needs to be done conditionally to avoid re-opening closed Incidents, but there does not seem to be a way to do this. I would be interested to know if anyone took a different approach to this same problem.

Hello, everyone! 🎉 After much anticipation, Refresh 2024 London is finally here, and we couldn’t be more excited! 🚀✨ If you're joining us today at 30, Euston Square, don’t miss out on our ITSM session happening on the 5th floor, Euston Room 🏢 at 10:00 AM. 🎯 We’ll be diving into some incredible insights and real-world stories on how teams like yours are revolutionizing their service management! 🔥 💥 But that’s not all! Swing by to say HI and grab a special gift 🎁 as a BIG thank you for being part of our vibrant Community! 💜🤗 And while you’re here, network with fellow Freshworks enthusiasts, catch up with our team, and make the most of this action-packed day! 🙌💬 Can’t wait to see you all in person and make this day unforgettable together! 💫✨ Let’s make #Refresh2024 one for the books! 📚🥳 See you there! 😃🎉 #CommunityLove 💜

In the status page, there’s apparently no way to create a historical outage on the timeline. Anyone have a work around? It’s detailed to the minute for outage times, but we can’t edit the end time for an outage and it’s automatically set to whenever the status page post was marked as resolved. Any ideas?

Within the business hours section of Freshservice, I’m looking for some clarification. I have a time zone currently set as (GMT+00:00) London as this should be set to the time zone within the UK. We have now moved into daylight saving hours BST and GMT+00:00 would now be incorrect.. To ensure we keep within the current time zone, do I need to move to any manual GMT+1 even though there is no option for London? I assume this to be the case, but would like to know if I’m missing anything.

Hi all, once a new workspace is created, I have to replicate all the automation I have on the default workspace to the new one, or alternatively, replicate them at a global level. Is there a way to do it in a easy way? Otherwise I need to replicate tens of automations… Thanks Massimo

Is anyone else getting a description box appearing on all of their Service Items??? appeared yesterday?

We are having an issue where customers/users are not able to add an attachment when they log a ticket in FreshService. They enter their ticket details as normal, go to add an attachment, select the file normally, but when they are shown the log new ticket screen again, the log ticket button is greyed out. These are not large attachments and typically text, jpegs, or doc files. Users can log a ticket, then go back into that newly created ticket and add an attachment there, but it’s not possible to finish logging a new ticket if they attach a file first. It only affects users, not agents, so we think it might be a config issue but can’t find a relevant setting to check. Can anyone help? We’ve not had much luck with support

We're super excited to be hosting our second User Network event in London and we can’t wait to see you there tomorrow! 🎊 Get ready to experience product learning sessions with experts some insightful discussions with peers and experts networking opportunities with other Freshworks users Date: Tuesday, October 11, 2022 Time: 9:30 am BST onwards Venue: Underwood Lofts 6-14 Underwood St, London N1 7JQ, United Kingdom Google Map Agenda: 9:30 am: Registrations 10 am - 10.15: Introduction 10.15 am - 11.00 am: Product Roadmap 11.00 - 12.00 pm: Discussion Groups 12 pm - 1 pm: Demos + Networking + Lunch Delight multiplies when you share it with your peers. Bring your colleagues along for insightful conversations and networking. RSVP here (if you haven’t already). We look forward to seeing you at the event! 😁

Hi, I’ve done a search, but my GoogleFu is failing me on this one. I’d like to send a “This is on the docet for today” list to the agents. This may be once a day or once a week. It would consist of a list of all the tickets, what status they are in and who it’s assigned to. I’m wonderig if anyone has a solution to do this or if it’s even possible?