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Looking to automate Ticket behaviour

Hello Everyone, I want to have a workflow automation which should be used to do the following: How we set it up : On a Incident, we have WF Automator which will create a 2 Tasks when a new incident is created. We have to rule that we will be able to close the incident if and only when we complete the tasks. Tasks being: Root Cause Analysis and Resolution Steps Problem : Now, sometimes our end-users are creating SR’s as Incidents, then an agent will change it from Incident to Request, these Tasks doesn’t make any sense. So while closing SR, we are marking the tasks completed. Action : Looking for a way to automate this, like when an agent changes the type of ticket from Incident to SR, the Tasks should be auto completed/deleted. I’m looking for if there is a way, we can do like old.ticket_type =”Incident” and new.ticket_type=”SR” then mark the “task” = “closed”

131

shannon.mejiaSkilled Expert

Supervisor Rules - Prevent it to kick off

I have a rule which is working where if a customer replies and a ticket is in pending, it will reopen the ticket if it has been more than XX hours (we haven't decided how many hours). This is working. The issue though is if the agent replies and puts it back in pending status, the rule kicks off again, not recognizing the agent replied. How do I get it to recognize the agent reply and not re-kick off the rule for this ticket?

1585

motaroContributor

Thoughts on This New Disposable Pod?

Hey everyone, I came across a new disposable pod device and was wondering if anyone here has tried it. It’s a 600-puff model with 20mg nicotine strength and seems to be an upgraded version of an existing one. How does the flavor compare to previous versions? Is the vapor production decent, and does the battery last through the advertised puffs? Also, any noticeable differences in throat hit or overall experience? Would love to hear your thoughts before picking one up.

9 hours ago

peterkuliApprentice

asked in Portal/Knowledge Base

Show list of assets in support portal

Does anybody know if it's possible to show a list of assets in the support portal? Basically I just need a list of assets with certain properties like location, asset_tag and so on which belongs to the company. It would be very nice to also show the relationships. Ideally this should be displayed on a dedicated page but as I understand from support, it is not possible to add an extra page.

383

12 hours ago

sophialuna2Apprentice

asked in Getting Started

Where to find the Research Consultancy?

Scope Publications is a company that provides manuscript services, thesis services, proofreading and editing services. We also offer Journal publications services. Scope Publications has offered many students and researchers the best Research Consultancy service . We have a team of expert writers and researchers and they are PhD qualified.

22 hours ago

Emmanuel A.Apprentice

asked in Ticketing & Agent Productivity

Inability to edit TO field after clicking REPLY

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us. Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

1058

How to create this widget with the percentage comparison

ianpApprentice

asked in Analytics

Hi all At the recent “Transform Service Delivery with Freshservice Analytics” webinar a “DEMO: Service Desk Overview” report was shown. The report had a widget which should the total number of tickets resolved in the selected period and the percentage change from the previous period. I can create a widget showing the a total number of tickets resolved in the selected period. However, I don’t know how to produce the % change from the previous period Any ideas?

1442

asked in Portals, Emails & Other Channels

stevenjo57Apprentice

Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights. Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it. How do we get a new version of reCaptcha on our support form? One like this?

654

asked in Contacts & Companies

satyam2711Apprentice

Why so many bugs in FD for contact & User Management

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.

542

ramgarimellaApprentice

Looking to automate Ticket behaviour

131

shannon.mejiaSkilled Expert

Supervisor Rules - Prevent it to kick off

1585

motaroContributor

Thoughts on This New Disposable Pod?

9 hours ago

peterkuliApprentice

asked in Portal/Knowledge Base

Show list of assets in support portal

383

12 hours ago

sophialuna2Apprentice

asked in Getting Started

Where to find the Research Consultancy?

22 hours ago

ianpApprentice

asked in Analytics

How to create this widget with the percentage comparison

gdackermApprentice

Greetings programs, My team and I have not been taking full advantage of the AI capabilities of Freshservice, and we are jumping in with both feet. We are testing the Enterprise plan to link the ServiceBot / Virtual Agent with our knowledge base. During our search for information, we came acrosss Workativ Assistant for Fresservice. https://workativ.com/conversational-ai-platform. Does anyone have experience with this? Would like to know if this is worth investigating to help our Freshservice+Teams approach.

442

asked in Apps and Marketplace Integrations

a.r.gApprentice

Entra ID (formerly Azure AD) - User Provisioning (SCIM) - Generic Create Errors

All, Hoping I can get some guidance on this issue - I’ve recently implemented the “Azure Active Directory Provisioning (SCIM)” app in our Freshservice tenant w/ setup in Entra ID. For some time, this was working properly, however, it appears that most but not all “Create” actions fail the majority of the time.. I have attempted the following in attempt to correct the issue: Uninstalled and reinstalled app in Freshservice, entered new SCIM token in the Freshservice Enterprise App in Entra ID. Stopped, restarted provisioning in the Enterprise App. Manually provisioned select users. Reviewed Freshservice API request limit to which our tenant is nowhere near maxing out. I would like to note that I previously added custom attributes that were functioning and are reporting in Freshservice, but no other config has been tampered with. Every once in awhile, 1 or more requestors will create successfully, though most result in this useless and generic error code:

391

Deal Value - Unit Price and Setup Fees

sd_briApprentice

asked in Analytics

Against a deal I can report the total deal value, which is a combination of the product/s unit price and setup fee. I want to report on just the unit price or setup fee while using a date dimension from a deal. I’ve tried with a custom metric where I subtract the setup fee from the deal value to get the unit price, however when using the metric I am presented with only a created at/updated at date dimension. I want to use a date dimension from the deal. Have already tried custom attributes too without luck. It seems the unit price and setup fee are within the Deal Lines Items module. Happy to use custom fields on the deal but can’t seem to get to the Deal Lines Items into a formula in a deal. Slowly running out of ideas. Ideal scenario. A report that has deal closed date, by month, showing the values of the unit price and setup fee separately. Any help/ideas would be appreciated.

121

asked in Products and Documents

rzerbatoApprentice

Zoominfo Enrich Connection Not Working

Our mutual client, the Sitkins Group, has been having trouble setting up the Zoominfo API connection. Everything appears to be working on the Zoominfo side, but they try to run an Enrich job and the job just spins and doesn’t do anything. We’ve done what we can to troubleshoot and are now reaching out to Freshworks for further support, as we have no visibility into the Zoominfo app that Freshworks built and are not sure what’s causing the job to spin without ever completing.

121