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Replies posted by chris.barker

8 Replies

PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Assets

Inventory Software

Just logged in to ask a question about Software management and stumbled across this thread which is related.Thanks to @afautley for explaining how they use the software buckets, that’s a big help as a starting point as they’re not massively intuitive, even with the tooltips.Our first issue is that nearly all the software has been added via the Discovery Agent installed on PCs. This reckons it's found 788 distinct bits of software which is ridiculous, but consider it’s generated the following entries for AutoCAD alone:AutoCAD 2018AutoCAD 2018 - EnglishAutoCAD 2019AutoCAD 2019 - EnglishAutoCAD 2021AutoCAD 2021 - EnglishAutoCAD 2022AutoCAD 2022 - EnglishAutoCAD 2023 - EnglishAutoCAD 2023 SharedAutoCAD LT 2018 - EnglishAutoCAD LT 2019 - EnglishAutoCAD LT 2021 - EnglishAutoCAD LT 2022 - EnglishAutoCAD Open in DesktopAutodesk AutoCAD 2018 - EnglishAutodesk AutoCAD 2019 - EnglishAutodesk AutoCAD 2021 - EnglishAutodesk AutoCAD 2022 - EnglishAutodesk AutoCAD 2023 - EnglishAutodesk AutoCAD LT 20

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Top Contributor
2 months ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2023Release Notes

I’m not sure if it was this release or the previous one, but does anyone else dislike the new ‘bulk update’ layout for the Category ticket field? You used to be able to edit and export all three tiers of category easily in one view, now you can only bulk update one item at a time. I think it came out in May or April. But yes it’s more klonky to use.   Freshservice case ref 14613433 for anyone who wants to add ammo to this.

982629
A
Contributor
7 months ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2023Release Notes

I’m not sure if it was this release or the previous one, but does anyone else dislike the new ‘bulk update’ layout for the Category ticket field? You used to be able to edit and export all three tiers of category easily in one view, now you can only bulk update one item at a time.

982629
A
Contributor
7 months ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expertConversation

Hey Ramya,Freshdesk users have been requesting scheduled/recurring tickets for over five years (https://support.freshdesk.com/support/discussions/topics/312856/page/1?url_locale=), is it ever going to happen?I appreciate there’s overlap with Freshservice, but there are many Freshdesk customers that would massively benefit from this feature too. The need for tickets to be raised automatically on a recurring/scheduled basis is a helpdesk function as well as an ITSM function.Trying to make our own functionality through APIs or third party tools like Power Automate is painful and time consuming at best. :(Regards,Chris

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hemanth.ramya
Community Manager
2 years ago
dombeaumont
Apprentice
dombeaumontApprentice
posted in How do I....?

Changing From email address when sending emails

The only setting I know of for this is the one I suspect you’ve already found:Not aware of any per-group functionality here, sorry.

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suprabha.somanathan
Community Debut
3 years ago
I
Contributor
industContributor
asked in How do I....?

How to Force Customers To Search First

Also, how does one edit the pre-filled text in the knowledge base search function? You could have a look in  Admin > Portal > Customize Portal > Layout & Pages, however I suspect this is predefined text in a language file on the backend that we don’t have access to.

9
prashanthini.mande
Community Debut
2 years ago
I
Contributor
industContributor
asked in How do I....?

How to Force Customers To Search First

One option would be to consider combining Freddybot Solution Suggester into your automated reply for new tickets.e.g. Turn it on, then change your ‘New Ticket Created Requester Notifiation’ to include something like:{% if freddy_suggestions %}It looks like we might already have an answer for your question! Here’s some suggested articles that we think will help:{{freddy_suggestions}}If these don’t solve your problem, then please let us know and one of our team will be in touch! If we don’t hear back from you then we’ll assume this solved your question and we’ll close your ticket.{% endif %}I think this feature actually might not be baked into the Email Bot feature rather than Email Notifications now.If you can’t get people to search the KB before raising a ticket, then at least this way you can point them towards relevant KBs and automate ticket closure where it does answer their question.Alternatively, if you are running an internal helpdesk rather than B2B/B2C, then treat this as a hu

9
prashanthini.mande
Community Debut
2 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert

Your ticketing experience just got 'refreshed'!

Is there any update on @Greggs request to allow us to move the Tags field when in a ticket? The fact it has now moved to the top of the ticket properties list has pushed other fields off the screen (on a standard sized monitor). We don't use tags and we're losing easy access to fields we do use because it's been put at the top.Putting it under Admin -> Ticket fields as you suggested @Aravind, and allowing us to move it where we want it would be ideal.Chris

3331
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Top Contributor
5 years ago

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