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How do I....?

How do I....?

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sathyanarain.muralidharanContributor
posted in How do I....?
10 things you need to STOP doing in your IT service desk

10 things you need to STOP doing in your IT service desk from Freshservice

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elizabeth.toyContributor
posted in How do I....?
Quest Issues

When setting up a quest to be dependent on the condition of customer satisfaction ratings, the conditions are not saving.Side note on quests: when I click "Cancel" or "Update" or "Back to Quests" it brings me to the dashboard with the message "You must be logged out to access that page." I can tell that the link the it's taking me to is http://_____.freshservice.com/admin/quests which is a bad link. It appears that the link to the list of quests is http://_____.freshservice.com/admin/gamification#quests

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michael.rileyApprentice
posted in How do I....?
Auto Assignment of new tickets

Hello all,We are testing the product freshservice, and would like it to send an email to either and individual or a distribution list when a new ticket is created. So far, it will not send any notification until you go into the ticket and assign to a group. Is there some way to modify this so each ticket will send an email upon creation? Thanks.

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lee_14365Apprentice
posted in How do I....?
For unassigned tickets being closed, assign the ticket to agent closing it

Hi folks,Anyone know of a way to auto-assign tickets being closed to the agent doing the closing? I'm not seeing an option for this in Dispatch'r and was wondering if anyone else had seen a way to do this (or I'm doing it wrong and should consider trying something related but different).

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michael.plantApprentice
posted in How do I....?
Freshdesk as a Purchase Order tracker

Good afternoonI've been looking to improve our internal purchase order systems to something more trackable than the current manual spreadsheet system. I'm looking at a couple of hosted systems, but it crossed my mind that Freshdesk may be able to do this for me. We already use it for support and are very happy with it.Has anyone used it as an purchase order tracker or something similar and if so, could you give me some tips on how you've set it up to work.Cheers,Michael Plant

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michael.flatleyContributor
posted in How do I....?
End user guide

Does anyone know were i can find a user guide / how to besides the links that show how to open a ticket, i am looking for an all in one doc.thanks RR

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jessica.schnellContributor
posted in How do I....?
Receiving large files

Has anyone come up with a clever way to receive large files (bigger than the 15 mb file size limit) via the helpdesk? We get that we can use the dropbox but asking a particular group of our customers that often send large files to then sign into another application isn't an option for us at the moment. We would also prefer not to resort to e-mail for these files. Looking for suggestions. Thanks! 

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jijsaxtonContributor
posted in How do I....?
Cannot search public solutions

For some reason public users cannot search the solutions site regardless even if the article is set to public.

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bill.edelmayerContributor
posted in How do I....?
Tasks - so limited it hurts

Tasks are killing me. They should provide information about the ticket they are related to, but don't. There's no way to add a placeholder into a task that refers to the parent ticket. Thus, if every possible bit of information isn't manually entered into the task, which is required for the task executor, then they have no way of getting more info.That is to say: If you assign me a task, and I have a question about it, there's absolutely no way for me to know: who assigned the task, what ticket it is related to, or anything else about its context. Also, there's no possible way for the task to convey information back to the task-setter. No notes can be added, nothing except a status change. Tasks need to be more like child tickets, with much more functionality. Is there anyway to create maybe a separate incident that's related back to another incident? 

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ehymesContributor
posted in How do I....?
How many ideas can someone like?

Is there a limit on the number of ideas a user can like?

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vanessa.i.jaraApprentice
posted in How do I....?
Migrar de FreshDesk a FreshService

Hola Buenas tardes, quisiera consultar si se puede migrar los ticket desde FreshDesk a FreshService, es posible esto?

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annApprentice
posted in How do I....?
Can a new ticket inherit the contact's tags?

Hi -We really need to track for each customer the edition/version of our product that they use, when their SLA is up (to determine their support status), etc.  Our preference would be to have custom fields to track this info at the customer level.  I understand from other questions that this feature may be under development, but no more info is available.In the meantime, is there any way to have a new ticket inherit the tags from the contact record?  I can;t see how to do it in the automations, but maybe there is a way I am not seeing?This would be a workaround to being able to set up custom fields for contacts and/or customers.Thanks

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cloe.blanchet_10983Apprentice
posted in How do I....?
Error Message: limit on the number of tickets per user

If you get this error message when trying to create a ticket, it might be because that user is blocked or deleted.The way to fix it is to unblock the user.Hope this solution will help you.

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sujit1779Apprentice
posted in How do I....?
How to add and delete contact from company

Hi, I need to do the following two tasks through your API,1) How can I add or associate email say (abc@gmail.com) to a company?2) How can I delete or deassociate email say (xyz@gmail.com) from a company?Note that contact is create before and adding or removing from a company is to be done later and is independent of adding or deleting a contact.Thanks.Sujit

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briancContributor
posted in How do I....?
Whats the age of this product?

I really like the UI and feature set. I am wondering what the age of the product is and its customer base? I ask because the documentation and forum is very sparse and not much activity.Its hard to soak a lot of money and configuration into a product that is just out of the gate. 

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gary.lloydApprentice
posted in How do I....?
restricting knowledgebase articles to certain people within one customer

I support one customer and there are approx. 50 employees with access to the service desk/knowledgebase. I would like to be able to restrict access to certain knowledgebase articles to certain groups of people. Can I do that? if so how?

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michael_11575Apprentice
posted in How do I....?
Ticket Creation Error

Hi, when creating a new ticket as an Agent from Chrome on a desktop, Freshservice is saying that the Requester created the ticket  and that it was from their phone. It should show that it was created by me, the agent, from the Freshservice interface. See attached screenshot. 

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