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Replies posted by sanofar.allahpichai

41 Replies

S
Apprentice
SeviRynnApprentice
asked in Ticket & Workflow Management

Asset Audit Automation Workflow

Hi Sevi, Greetings! This is currently not feasible within asset workflows. However, we have a workaround for you. You can schedule an analytics report to be sent to your email address on a periodic basis with the required data and take necessary action. Sample widget filter screenshot given below:  We’ll take this as a feature request and forward it to our product team on your behalf. We hope this helps. Cheers!SanofarTeam Freshservice

1
sanofar.allahpichai
Community Debut
2 years ago
M
Apprentice
Martin_McApprentice
asked in Ticket & Workflow Management

Convert Service Request to Incident and With Custom Data?

Hi Martin, Greetings!Here is an idea. You can add a private note on the ticket with all the service item custom field data using the placeholders before converting the type from Service Request to Incident. The custom data in the service item form will be retained in the private note and agents can refer to it.  This would work if you are not planning on manipulating the service item fields in other workflows. Let us know your thoughts on this. Regards,SanofarTeam Freshservice 

3
Casey B
Community Debut
10 months ago
mmorris
Apprentice
mmorrisApprentice
posted in Portal/Knowledge Base

remove options from portal screen

Hi Mike,With the Portal Customization feature we would be able to remove/hide icons and options from the customer portal. The feature is available in plans Estate and Forest.Please send us an email to support@freshservice.com with the list of customization that need to be done along with your account URL and we’ll be happy to assist you.Cheers!SanofarTeam Freshservice

1
sanofar.allahpichai
Community Debut
3 years ago
J
Apprentice
jmoore_20995Apprentice
posted in Automations

Log error: {"code":"access_denied","message":"You are not authorized to perform this action."}

Hi James,Could you please try using the API using the API key of your Production account? If the issue persists, please write to support@freshservice.com so we can take a look.We will need additional information from your end including the callback URL, JSON payload and the method using which the API key is being passed to further investigate this issue. Regards,SanofarTeam Freshservice

5
Rimazfar
Community Debut
4 months ago
M
Skilled Expert
martin.jSkilled Expert
posted in Ticket & Workflow Management

Multi Agent Group Tickets

Martin,It is not necessary to resolve all the child tickets before the parent ticket can be marked as resolved. However you can use Ticket Closure Rules to ensure this if needed. We automatically close child tickets when the parent is marked as ‘Closed’. But you can set up a workflow to update the status of the associated child tickets when the parent ticket status is modified for other status values like ‘Resolved’.To perform actions on associated child tickets:Navigate to Admin -> Workflow Automator -> New Automator -> Ticket.Set Event as “Ticket is Updated” or “Status is Updated from Any to Resolved”.Set Condition as Status is Resolved. In the Action block select Associated Child Tickets and add the required actions. Eg: “Set Status as Resolved”. I hope that clarifies your queries.Warm Regards,SanofarTeam Freshservice

5
M
Skilled Expert
3 years ago
M
Skilled Expert
martin.jSkilled Expert
posted in Ticket & Workflow Management

Multi Agent Group Tickets

Hi Martin,We suggest creating child tickets to best achieve your requirements.You can create a parent service item with additional items which will be created as child tickets. You can use workflow automator rules to auto-assign these child tickets to respective groups. To view replies/notes on the parent ticket assigned to a different group you can make use of the default app called Parent-Child Synchronization. This app helps to synchronize conversations i.e. replies and notes from the parent ticket to its children and vice versa so that no important information is lost. Using this app, each of those groups may stay updated about any conversations made. You can install the app from here. Agents can add time entries on the child tickets they worked on and this way you can generate individual reports for every group and agent and track the metrics accordingly.You can also achieve this by creating tasks for agents and set up Ticket Closure rules to ensure the service request ticket can

5
M
Skilled Expert
3 years ago
I
Apprentice
informatiqueApprentice
posted in Analytics

Best practice or ticket glossary

Hello,Please find the help documentation on the tickets module in Freshservice including Ticket basics and glossary as part of the Agent user guide here. Reach out to us at support@freshservice.com if you require further assistance.Regards,SanofarFreshservice Support

2
I
Apprentice
3 years ago
B
Apprentice
brian.starksApprentice
posted in Ticket & Workflow Management

Expand Description by default

Hello All,The ‘View More’ option shown in the service item forms in the requester portal can be removed such that the description is expanded by default. This can be done via Portal Customization feature which is available in Estate and Forest plan.Here is how you can disable the ‘View More’ toggle:Step 1: Navigate to Admin >> Helpdesk Rebranding >> Customize Portal Layout & pages >> Portal LayoutStep 2: Paste the below code snippet at the bottom of the Page Layout section and click on Save and Publish<script> jQuery(document).ready(function(){ setTimeout(function(){ jQuery('a:contains(View more)').click() jQuery('a:contains(Hide)').hide(); }, 800); }); </script> We hope this helps. Please reach out to us at support@freshservice.com for further queries.Regards,Sanofar

5
sanofar.allahpichai
Community Debut
1 year ago
I
Contributor
idonnaContributor
posted in Ticket & Workflow Management

Switch Agent feature question

Hi Donna,If an agent has the same role as you, or is an Account Admin/Admin, then you can’t switch to their profiles. Due to security concerns, we basically don't allow users to assume identities of agents with configurational roles (like Admin & Account Admin) who can manipulate the Admin settings.You will only be able to impersonate the identity of agents with roles lower than yours. I hope that clarifies your query.Regards,Sanofar

3
cward
Contributor
11 months ago
B
Apprentice
brian.starksApprentice
posted in Ticket & Workflow Management

Expand Description by default

Hi Brian,We can achieve this via portal customization such that the ‘Description’ of each service item is expanded by default in the requester portal.Let me create a support ticket for you so that we can assist you with your requirements. Regards,Sanofar

5
sanofar.allahpichai
Community Debut
1 year ago
J
Apprentice
joseph.stacavichApprentice
posted in Employee Onboarding

Employee Onboarding Reporting Manager Can't Monitor Process When Agent

Hi Joseph,Agents can also view and raise employee onboarding requests now. You can include the both Requester and Agent groups in the onboarding form. For Reporting Managers who are also agents, once you give them access to view all tickets from their associated departments, they should be able to monitor and track the status of each onboarding request.To enable this navigate to Admin >> User Management >> Agents >> Edit Let us know if you have any further queries.Regards,Sanofar

3
rajagopal.baladhandayutham
Community Manager
4 years ago
L
Apprentice
luis.sotoApprentice
posted in Analytics

API Data Exports with Custom Fields and All Available Data

Hi Luis,Thank you for your feedback. Please note that we do support custom paragraph fields in both Analytics Reports and Data exports.We’ll raise a feature request on your behalf with our product team to include service item custom fields in API Data Exports.Regarding the Task API Data Export, let me create a ticket for you so that we can identify the issue in your instance as it should ideally run on the given date and time.Regards,Sanofar

3
ne2to
Community Debut
3 months ago
K
Apprentice
kerrie.powellApprentice
posted in Ticket & Workflow Management

Workflow Automator - Sending custom emails based on certain conditions

Hi Kerrie,If the conditions in the workflow are met, then the emails should be sent to the specified email address. We can check the ‘Activities’ tab in the ticket to verify if the workflow was triggered and the emails were sent. Let us create a support ticket for you so that we can investigate this issue further. We’ll be reaching out to you with an update via email.Best regards,Team Freshservice

1
sanofar.allahpichai
Community Debut
4 years ago
M
Apprentice
md.aliffApprentice
posted in Portal/Knowledge Base

Requester replies via email not shown in portal

Hi Mohamed,Ideally when a requester responds to the ‘New comment added’ email notification, the response should get appended to the existing ticket and be visible in the agent as well as the requester portal. We’ll create a support ticket for you so that we can investigate this further in your instance and will reach out to you with an update via email.Best regards,Team Freshservice

1
sanofar.allahpichai
Community Debut
4 years ago
R
Contributor
rreesContributor
posted in Portal/Knowledge Base

CNAME issues - can't rebrand

Hi Daniel,The record if added correctly should be updated by the DNS provider and reflected in Freshservice. I'll have our support team reach out to you with priority so that we can assist you further with this issue.Regards,Sanofar

8
J
Contributor
3 years ago
P
Apprentice
petersdApprentice
posted in Analytics

Widgets on Customer Support page

Hi Dean,We hope you received a response from the support team. As said, reports can not be embedded to the End-user portal. We can achieve this through customization which may end up exposing your API key in the portal and hence is not recommended.I see you would like to share insights about IT volume to users like open tickets sorted by priority. You can use automated data exports from Freshservice and configure the dashboards in PowerBI tool. You can then share that public link of the report in the new ticket created notification and users interested over the insights can check the same.For your reference: Scheduled Data ExportRegards,Sanofar

1
sanofar.allahpichai
Community Debut
4 years ago

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