Just been handed the support role for Freshservice and was trying to find where you set the workflow cycle for a ticket, similar to how we have done it in Cherwell, JIRA etc.
I want the agents to just be able to click through to the next step in the workflow rather than having to select a value from the drop down every time.
Was expecting to find something like this, but so far it eludes me.
There are nothing like that in Freshservice. The Change module has stages.
Could maybe create a workaround using workflow automations and business rules.
Business rules can’t change a field it also use as condition.
So what you need is a second field mirroring the status field.
When you change the statuts on a ticket a automation changes the “mirror” field and in the business rule you change what you can see in the status field based on the status in the mirror field.
You can hide the mirror field with a business rule.
Thank you Daniel for the information.
So does everyone just select the status from the drop down in the left hand panel?
Our agents are used to one click assignment to themselves and one click to step through ticket status, so its a bit of a selling job on the new system. Will have a look at your suggestion.
Thank you Daniel for the information.
So does everyone just select the status from the drop down in the left hand panel?
Our agents are used to one click assignment to themselves and one click to step through ticket status, so its a bit of a selling job on the new system. Will have a look at your suggestion.
It’s still going to be click on the drop down on the right side but they will have the option you like them to have.
Hi
Another FreshService inquiry posted in FreshDesk forum.
Regards,
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