IT Operations Management

VinnnnApprentice

asked in IT Operations Management

Migrating Salesforce data to Freshservice

hello community,I would like to know the possible options on how to migrate data from Salesfrom to Freshservice.

111

22 hours ago

JFrancisApprentice

asked in IT Operations Management

Agents sharing canned responses and scenario automations.

Is there away to allow certain Agents the rights to share their Canned Responses and Scenario Automations without making them an Admin?

181

7 days ago

Medic1334Skilled Expert

asked in IT Operations Management

Alerts - Handling multiple tags

We are trying to use tags in an email from the host system that is kicking out the alert. I have a Regex that in rubular (see below) and regex101 will match several items, but within FS it’s only returning the first match/matchgroup.We are likely going to have multiple tags on these notifications, so I need to be able to parse each value (comma separated) as a unique match instead of doing a “contains” on the entire string of tag entries. Here is what FS returns from our dev environment. Given there is a variable quantity of tags makes this a bigger challenge as we’re trying to keep alerts received as a single template to minimize overhead from an admin side. Anyone ever dealt with this? FS support has also been queried but I’m not sure they’ll have the support for this either (fingers crossed though!)

12 days ago

shuklaraghav610Apprentice

asked in IT Operations Management

Regarding attachments inaccessibility issue in Freshdesk

Hello there,I am facing an issue currently related to attachments download for a mail. So when I download an attachment for a mail via gmail, attachments are getting downloaded properly, but when I access the same via Freshdesk, attachments size is being shown as zero bytes, and is inaccessible, and when I download & try to open the attachment, an error comes while opening the pdf

15 days ago

AnushaCommunity Manager

published in IT Operations Management

Meet Subject Matter Expert Ashutosh Pandey >>> ITOM Unlocked

Hello everyone!ITOM Unlocked is back with another live session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) Ashutosh Pandey (@a5huto5h), better known as Tosh, on Tuesday, June 18, 2024. This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on Freshservice’s in-built Status Page module and interact directly with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. So drop your questions in the comments below for @a5huto5h to take them up! But hold on – First let me share a bit more about @a5huto5h below!-----------------Staff Product Manager Ashutosh PandeyMeet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). T

61634

1 month ago

spelofskeApprentice

asked in IT Operations Management

Status page per company?

We are able to set up service portals per company, each with their own company specific URL but haven’t seen anything related to company specific status pages. Would be great to specify IT Operations → Services per company and have those companies services listed on their own distinct status pages. Has anyone figured out how to handle either company specific URLs (don’t think we can just reuse the same CNAME entry for each domain due to the SSL).

273

1 month ago

IT SupportApprentice

asked in IT Operations Management

Outgoing emails blocked

I’m testing Freshworks on a free account, but I got the error that my outgoing emails are blocked. I can’t really test the service if I cant send emails. can you help me?Thats my URLhttps://wit.freshdesk.com/Thanks in advance

131

1 month ago

IT SupportApprentice

asked in IT Operations Management

Outgoing emails are blocked for your account. Please contact our support team

Outgoing emails are blocked for your account. Please contact our support team My Link https://wit.freshdesk.com/

1 month ago

IT SupportApprentice

asked in IT Operations Management

https://wit.freshdesk.com

Outgoing emails are blocked for your account. Please contact our support team

1 month ago

lisa.priceContributor

asked in IT Operations Management

Using IT Services within Freshservice

I’m after some assistance with IT Services please? They are currently setup in different areas of our Freshservice. When somebody raises a ticket via the portal they select an option from Service Type which is a free form drop down field created in field manager. When agents raise an incident they don’t use service type, but instead use a different dependent drop down menu where they select the category, item etc… and finally, I’ve setup the services in IT Operations/Services where they can be linked after raising an incident via the impacted services tab and then we can post high priority incidents to the status page for these services. We then also have the service catalogue for people that want to request access\software\hardware, but I’m leaving this alone for now. Ideally I’d like to just use the services through IT Operations/Services (this actually creates the service in the asset inventory), but does anybody know how to link this as a dropdown field in the incident form fo

3896

1 month ago

Simar8193Apprentice

asked in IT Operations Management

Unable to Connect to VPN

A user is having trouble connecting to the company VPN while working remotely.

151

2 months ago

joestractApprentice

asked in IT Operations Management

Alert Regular Expressions

Anyone have any good examples / courses of regular expressions? I am new to regular expressions and trying to learn how to write them.Map email alert fields to Freshservice alert fields : Freshservice

271

2 months ago

JTAVOLAROSkilled Expert

posted in IT Operations Management

Popup when loading the FreshService dashboard

Whoever had the bright idea to put a huge popup in the middle of the FS dashboard for Freddy AI Beta?I don’t want my team reading launch announcements or flipping over to YouTube to watch a marketing video that has nothing to do with our helpdesk!Why do you guys use the platform this way? These announcements should be given to the Account Admins, during a meeting with whatever you’re calling your Account Reps these days. If you can program a popup to be activated, you can offer an opt-out option as well. You can also fix the doggone action messages that block the page operators!

150

2 months ago

YohannApprentice

asked in IT Operations Management

On Call Management and IVR intégration

HiHave you integrated a solution like messagebird (IVR) in front of On Call Management to solicit the agent of the current shift?Vhat solution did you use and how did you integrate it?Thx.RegardsYohann

244

2 months ago

CVerrierApprentice

asked in IT Operations Management

Password Manager

There are no Password Manager apps being offered as integrations with Freshthings…I’ve been wondering about using a agent-only folder of Solution Articles as a low (zero) cost password manager. Freshworks support tell me that they encrypt everything, including solution articles,Freshworks Security Resources | Security by Design I do store some low-value passwords in asset records (things lilke credentials for devices with little webby admin pages) Has anyone done something along those lines?

1021

3 months ago

Mukesh_MYCommunity Debut

posted in IT Operations Management

Discovery Agent Software list Export Option

There should be option to export the software list which is discovered by Discovery agent.

141

3 months ago

AnushaCommunity Manager

published in IT Operations Management

Meet Subject Matter Expert Aditya >>> ITOM UnlockedInterview

Hello everyone!ITOM Unlocked is back with another live session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) Aditya Raju Langhare (@adityalamghare), on Tuesday, July 25 at 5.30PM CET |9PM IST| 8.30AM PT.This live Q&A session is meant to be an interactive how-to session, where our community members will watch a live demo on Freshservice’s On-Call Management system – specifically focusing on the mobile experience – and interact directly with @adityalamghare to clarify their doubts. This format will be ideal for community members who want to learn how to set up their On-Call module, have specific shift design in mind, and want to make the best use of their mobiles for on-call. So drop your questions in the comments below for @adityalamghare to take them up! But first, here’s a bit more about @adityalamghare.------------------------------------------------------------------------------------------------------------- Aditya is a Senior Produ

28411

3 months ago

leestantonApprentice

posted in IT Operations Management

Difficulty Finding Reliable Entrümpelung in Köln Services for Large-Scale Projects

Hello everyone,I'm currently facing challenges with finding reliable Entrümpelung in Köln (decluttering and removal) services for large-scale projects. Most of the providers I've come across seem better suited for smaller residential cleanups rather than handling entire office spaces or larger commercial projects.Has anyone here had experience with larger-scale Entrümpelung services in Cologne? I'd appreciate any recommendations for companies that specialize in business or industrial cleanouts. Additionally, I'd love to hear any tips on how to vet these companies for efficiency and reliability, as timelines are critical for this project.Thanks in advance for your help!

3 months ago

MUA Love5Community Debut

posted in IT Operations Management

Experienced Corporate Tax Accountant in Mississauga

Accuracy and Compliance: Professional bookkeepers have the expertise to keep your financial records accurate and compliant with local tax laws and regulations. This helps avoid costly mistakes and potential legal issues. Time-Saving: Managing finances can be time-consuming for business owners. Outsourcing bookkeeping allows you to focus on growing your business while experts handle the numbers. Better Financial Insights: Professional bookkeepers provide regular reports that give you a clear understanding of your business's financial health. With precise cash flow tracking, profit and loss statements, and balance sheets, you can make informed financial decisions.

3 months ago

KaterinaApprentice

asked in IT Operations Management

Where does Freshworks keep their servers in Europe?

I have tried to ge an answer to where i.e., in which country Freshworks keep their servers, but I have not had a reply to this questions. Does anyone know? I would particularly like to know for Freshdesk and Freshsales.

661

4 months ago

mannsFeatured Influencer

posted in IT Operations Management

ITOM Video Series

We’ve created some ITOM videos for Freshservice customers (or for anyone really). Hopefully, they’re a good introduction for anyone seeking to understand more about the benefits of IT Operations Management capabilities.

1208

5 months ago

repattersonSkilled Expert

asked in IT Operations Management

Issue with On-Call Overrides Causing Coverage Gaps

Hello,I am reaching out to see if anyone else is running into issues with the On-Call Module and Coverage Overrides? We notice that in some instances providing an override in a shift will cause gaps to start forming in the schedule:

213

6 months ago

MHendersonApprentice

asked in IT Operations Management

MFA for Freshservice

Does anyone know if Freshservice supports MFA through Duo? (Not Google Duo, Duo Mobile). I can’t seem to find an answer anywhere. It looks like it’s supported via Freshdesk, but as far as I can tell that is different from Freshservice. I’ve also heard other MFA options are available such as Authenticator, but trying to get clarification. Thanks!

971

6 months ago

AnushaCommunity Manager

published in IT Operations Management

ITOM Unlocked>>> Access the on-call calendar & check who’s on callTutorial

This week in ITOM Unlocked, let’s explore how to access the on-call calendar. Plus, let’s discover an easy way to check who’s on call right now for a particular on-call schedule.Watch NowWhat do you want us to cover next? If there’s any ITOM functionality that confuses you, comment below to share with us, and we’ll sort it out for you!#ITOMUnlocked

320

7 months ago

gregm-stcuApprentice

posted in IT Operations Management

DRP Documentation in Fresh Service

We are looking to leverage FreshService as a place to document our DRP processes for our organization. Short of just entering “walk-throughs” in the knowledgebase section, is anyone using the services section in relationship with the Assets section to document a DRP process. We’re looking for something a little more integrated than just a simple KB article for each application’s DRP process.

280

8 months ago

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