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How do I....?

How do I....?

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1642 Posts
radhika.narayanan
Community Manager
radhika.narayananCommunity Manager
published in How do I....?
How Does Automation Impact Your Service Management Metrics?

Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch our video to get a glimpse of some of our key observations from the report. 

311
manns
Skilled Expert
mentos_blue
Apprentice
mentos_blueApprentice
asked in How do I....?
2-shift ServiceDesk and ticket routing

Maybe someone has a tip for us:We want to assign incoming tickets to an agent group. Special feature is, we have two agent groups:  1. internal IT (standard office hours)2. External IT Service Desk (extended office hours) How can we set this up so that, for example, from 06:00 PM to 10:00 PM all incoming tickets are assigned to extended support and the next business day from 08:00 - 05:00 PM the rest to inquiries? sorry i can't find any option. :(Thanks a lot and see you soon,Christian  

1883
rajagopal.baladhandayutham
Community Manager
radhika.narayanan
Community Manager
radhika.narayananCommunity Manager
published in How do I....?
Introducing the Freshservice Service Management Benchmark Report 2021Blog

​​​​​​Hi everyone, We are excited to share with you our first edition of the Freshservice Service Management Benchmark Report 2021 (FBR 2021)—a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs and benchmark against the index, thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.With anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets, the FBR 2021 draws insights across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions.The report provides insights into:  Key metrics required to measure service desk excellence How peers across industries and countries perform Characteristics that determine agent productivity and service desk efficiency Future-proofing service manageme

1273
rashmi.nag
Skilled Expert
rashmi.nag
Skilled Expert
rashmi.nagSkilled Expert
published in How do I....?
Freshservice Announcement | Dropping support for Internet ExplorerAnnouncement

 Dear Users,Beginning October, 2021, Freshservice will be dropping all support for Internet Explorer browser and would recommend you to move to a more modern, user friendly browser.Why are we dropping support?Internet Explorer 11 was released over 7 years ago and has not been updated since 2015. It is currently being used by less than 1% of all the internet users and 3% of our customers.So, when Microsoft announced that IE will be retired for certain versions of Windows 10 on June 15, 2022, we decided to follow the course.What Next?For an enhanced user experience and continued support we recommend you to migrate from Internet Explorer and use a modern browser to enjoy modern web standards and improved security and functionality. Click on the link below to download the browser of your choice.Google Chrome - LinkFirefox Mozilla - LinkMicrosoft Edge - LinkFor any further questions please reach out to your account managers or post them below and the team will help you with it.Regards,Team

1270
rashmi.nag
Skilled Expert
I
Contributor
idonnaContributor
posted in How do I....?
Save/Publish Inconsistencies Across Freshservice

I have mentioned this in the past and it’s worth repeating. It’s not necessary a “Feature Request”. It’s more a request to fix the UI.The Save/Publish functionality in Solutions should mimic the dropdown menu in Service Items. Aside from the Save/Publish two step being a bad design, it is prone to errors. Agents click Save and naturally assume their changes are published. In order to publish, there is an entirely different button forcing one to perform more steps than necessary or just completely forget to publish and what should be a live article is hidden because Save defaults to Draft mode.Canned Réponses have a completely different design. Update. That’s it.So three different ways tells me that the different developers are doing things differently and not following (or having) a single Human Interface Guidelines to go by.and 

791
Murali Mano
Community Debut
manns
Skilled Expert
mannsFeatured Influencer
asked in How do I....?
Taking advantage of the summer?

If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.

350
manns
Skilled Expert
angelpassament
Apprentice
angelpassamentApprentice
asked in How do I....?
Does Freshservice have integration with Lumapps?

We recently purchased Lumapps wondering if there is any integration with Freshservice.

421
S
Community Debut
S
Apprentice
sjoerd.van.willigenburgApprentice
posted in How do I....?
API Update Ticket with Service Request

If I want to update a Service Request item. with the following@" { "priority" : 1, "status" : 2 } "@But when I run my code I get this....Invoke-RestMethod : {"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Incident'","code":"invalid_value"}]} At I don't want to update the "type" field because it is already set to "type": "Service Request", if I change this to "type": "Incident",It works but lose all information on the Item.If I add "type": "Service Request" to the code it does not work.... Does someone know how to bypass the error.... Or another workaround?@Freshplease update you're API....

4546
S
Community Debut
bfhytd
Apprentice
bfhytdApprentice
posted in How do I....?
issues where they lose their resolution project

any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t

201
S
Community Debut
verkerkb
Apprentice
verkerkbApprentice
asked in How do I....?
Video upload into French desk instead of embedding

Is there a possibility to add a video in article instead embedding the video ?

851
S
Community Debut
S
Apprentice
StuartSApprentice
asked in How do I....?
Customization Asset management

I am trying to change the Asset management to our needs but I am hitting walls every time I am trying to change something.For example I am trying to remove certain form fields or change the name of fields but there are no options for this.When I am trying to remove the Cost tab of a new asset, I can’t find the option at all. I am looked thru the solution DB and community help but no success.Is there anywhere where I can find manual or tutorials in depth of the asset management?

1691
S
Community Debut
M
Apprentice
miranda-aApprentice
asked in How do I....?
Service Catalog/ Product

I am trying to create bundles of products, ie mouse, keyboard, docking station, monitor etc in which the user just selects the products they need. This stops separate tickets for each small item. However, each small item still shows in the service catalog as a separate item to be ordered which cancels the usefulness. There seems to be no way of saying I don’t want requesters to see the small items separately, only the bundle. It seems they have to be available to be viewed within the bundle.Is there a way of restricting visibility but still having the products in the catalog as the only options are all requestors or requestor groups which need some people in them!Thanks

2122
M
Apprentice
J
Apprentice
judyannApprentice
asked in How do I....?
Automate ticket tags

Trying to aut0 populatte ticket properties / tagsI’m Experiencing difficulties to auto populate dropdown list such "ember-basic-dropdown-content-emberXXXX". Is this becaues it is positioned within “ember-basic-dropdown-wormhole”?This is before I click dropdown menu/listAnd the wormhole contains nothingAs I click on the dropdown menu/listAnd as you can see, I can now access these elements.Is it simply not possible to access this with js? Just being a noob with js and fd, I feel totally clueless. Adding my own name automatically to the tickets I handle should not be that very difficult or did I miss something?  Even trying with use of slow /canned responses, may I also set the ticket properties and tags /c ? Been made to improve productivity and if this /canned1 response is suitable for 80% of my tickets and 90% of them are incorrectly ticketed. It would be great if there is an option to do so. In-case this is simply not possible to achieve for us agents working with FW- Are there any fr

3123
zachary.king
Skilled Expert
M
Apprentice
manuplusplusApprentice
asked in How do I....?
How can one assign a child task to a user who is not set as an agent in FreshService?

Hi thereHow can one assign a child task to a user who is not set as an agent in FreshService? (The user will still be part of company with a standard AD account).Thank you.

903
zachary.king
Skilled Expert
Jim Dumay
Skilled Expert
Jim DumaySkilled Expert
asked in How do I....?
New to FreshService

Hi,I am relatively new to FreshService.I assisted in the bulk implementation and configuration.Our Council went live with FreshService July 1st last year.I know that we have only scratched the surface on what FreshService can do for us and was hoping to get/share some ideas with other FreshService Agents on how to improve it. Thank you,Jim Dumay

713
manns
Skilled Expert
O
Apprentice
OllyVPApprentice
posted in How do I....?
New to Freshservice

Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests.  We are going to expand in to change, problem, project, knowledge, asset etc.  Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks

401
rashmi.nag
Skilled Expert
GlennA
Contributor
GlennAContributor
asked in How do I....?
Why are these "What's new" articles not published in this Community???

 

894
GlennA
Contributor
MrsP8
Apprentice
MrsP8Apprentice
asked in How do I....?
How does Freshservice compare?

This may seem like an odd question but I have recently applied for a position as an administrator for Freshservice.  I have experience with other ITSM tools (Supportworks, Ivanti Service Manger) with admin, configuration and customisation and have looked at the Freshservice Academy Freshservice Administrators course.  From an admin and config perspective, everything looks fairly standard and intuitive so I don’t have concerns about that. At the moment I’m unsure what level if any of development/customisation might be expected in the role but in preparation I wanted to see if I could get an idea of how that aspect compares to other products?  Do any Freshservice developers have experience with other tools and can they give me their thoughts on how they compare?Thanks in advance!Stace

923
GlennA
Contributor
JJJJ
Apprentice
JJJJApprentice
asked in How do I....?
Number of Product Upgrades or ITSM releases in an Year

Hi Team, I would like to about the amount of product upgrades that freshwork ITSM does in an year.  Thanks and RegardsJonathan

332
GlennA
Contributor
manns
Skilled Expert
mannsFeatured Influencer
asked in How do I....?
MTTR - what do you see the R as?

MTTR - in your opinion, is this Mean Time to…Resolve/Resolution Repair Restore Recover/Recovery RemedyOr something else?I’d love to know your thoughts :)

762
manns
Skilled Expert
radhika.narayanan
Community Manager
radhika.narayananCommunity Manager
published in How do I....?
[Contest Alert] #ITMadePawssible with Freshservice

  Are the mid-week blues taking over your day? We know a fun way to cruise through those blues. Paws-IT and beat that mid-week slump by taking part in our exciting event! Freshservice is celebrating "Take Your Dog to Work Day" on June 25th and we are organizing a special contest for all pet-parents and dog lovers out there. Here’s your chance to win a special goodie basket filled with treats for your canine companion. You will have to: Post a picture or a video with your dog on Twitter Tell us one [p]aw-some trait about your dog  Tag us @freshserviceapp with #ITMadePAWssible We will be announcing three lucky winners on June 28th. Hurry up and send us your entries by June 25th! 

200
radhika.narayanan
Community Manager
manns
Skilled Expert
mannsFeatured Influencer
asked in How do I....?
Which Freshservice feature makes you smile most?

Sometimes it’s the most unexpected things that make us smile most. In terms of your use of Freshservice, is there something - no matter how small - that makes you smile more than anything else? Please let me know via a reply and hopefully you can be introducing others to great things that they might not know exist in Freshservice.

490
manns
Skilled Expert
caygri
Skilled Expert
caygriSkilled Expert
asked in How do I....?
freshservice it’s for me?

Hello, freshservice it’s for me? Small web agency 

291
rashmi.nag
Skilled Expert
A
Apprentice
a.dijkstraApprentice
asked in How do I....?
Email notification address

Hello, Is it possible to change the E-mail notifaction E-mail address? And is this eligible to specifiy a support address to a specific company? Like for example: servicedesk@msp1.com for customer 1 and 2 when they recieve a activation link. And servicedesk@msp2.com for customer 3 and 4. kind regards, a

410
A
Apprentice
J
Apprentice
JonathanHoejtoftApprentice
asked in How do I....?
Request API - concurrency

 Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.

521
zachary.king
Skilled Expert

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