Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.
I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.
So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.
Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.
Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?
Thanks so much all!
Page 1 / 1
Hi.
Yes, as a matter of fact, for the latter, you can create a custom report and configure a scheduled job the set them daily, either at the end of the day, or at the beginning. or at the time and frequency you may need.
Regarding the slack integration, you may check these:
Thank you for your reply! Do you know how I can create that custom report and have it sent out via email? I’m looking at the Workflow Automator right now and can’t figure out how to send a single email with all of the relevant tickets listed - I can only send one email for each ticket, which very quickly becomes spammy.
I’m also trying to test having the automator send Slack messages to myself, but somehow it’s not accepting the channel ID.
Hi Elvis,
Thank you for your reply! Do you know how I can create that custom report and have it sent out via email? I’m looking at the Workflow Automator right now and can’t figure out how to send a single email with all of the relevant tickets listed - I can only send one email for each ticket, which very quickly becomes spammy.
I’m also trying to test having the automator send Slack messages to myself, but somehow it’s not accepting the channel ID.
Hi Jennifer.
No need to go to Workflow automator.
Apologies for any confusion; by Report I meant Analytics. And from Analytics itself, you can schedule sending such reports.
You could either schedule the whole report:
or schedule the widget itself:
Hope this clarifies.
Regards,
Hi Elvis,
I am really sorry for asking so many questions, but how do I get the results you’re seeing in those screenshots? I’m looking through the Analytics section now and trying to create a Report, but I can’t see a way to add Ticket-related metrics to the report. I tried using the Help Center, but it isn’t telling me much beyond where the Metrics button is.
Thank you,
Jennifer
Hi Jennifer. No worries.
Those are simply screenshots from the Analytics main section; no results are shown in any.
In the Metric area, in the dropdown, you may choose Tickets as suggested in the screenshot. Ensure to use the additional filters shown if they apply to your need.
Regards,
Hi Elvis,
I mean that I don’t see Tickets anywhere in the Metrics area. Here’s what I’m seeing:
The same options appear whether I select Basic or Advanced filters.
Thank you,
Jennifer
Oh.
I see. You are creating a custom metric. You don’t need to create a custom metric. That’s a standard metric already available at the system.
You may go to Analytics - New Report:
Drag Chart from Create from Scracth:
Click on the recently added widget:
Click on metric and look for Tickets, and scroll down until you get it:
Then add additional filters based on your needs.
Hope this helps.
Regards,
Hi Elvis,
Interesting, I don’t get any results when searching for “tickets” that way. Is there something else I need to add or install?
Well, that’s odd.
Are there other reports working on your instance?
If not, you might need to submit a case to support.
Or, does your user has the proper role/permissions to access that data?
Regards,
Looks like nobody else in my organization has ever made a report before. I can try submitting a case.
I think I have admin privileges to access the data.
Ok. Do let us know if you can get it working or if I can be of further help.
Regards,
Hi @eeha0120 - Thank you for being so helpful as always!
@jennifer.zhang - I just noticed that your query is for Freshservice but has been marked under Freshdesk. Kindly, please allocate it under the right category so our community members can access it correctly.
