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Replies posted by jorn-morten.innselset

25 Replies

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radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Seamless user management with Freshservice + Azure Active Directory (AAD) Provisioning 🔄

Thanks @radhika.narayanan In the past we used the Warranty sync for Dell app (also published by effy and “Verified by Freshworks”), but stopped using it in favor of our own integration when we found the app to be unreliable and the responses from effy support to be slow and inadequate - as to be expected for a service costing zero dollars.While we can appreciate the business model for low risk value-add apps, the provisioning of user information from our IdP into Freshservice is something that we have grave concerns about leaving to a third-party with which we have no vendor relationship.Critically, what could we expect if the SCIM module started misbehaving or cause issues in our environment? Who would take responsibility if there is a security breach caused by this app? Where is our user information (temporarily or permanently) stored? Why has nobody updated the app to reflect the fact that it is no longer called “Azure AD” but rather “Entra ID” since last July?Developer Apps are pro

support_MExTApprentice

asked in How do I....?

user can change the requester when creating new ticket

@bilalbahij That looks better than running a script. Exactly where did you put this snippet?

radhika.narayananCommunity Manager

published in Apps and Marketplace Integrations

Seamless user management with Freshservice + Azure Active Directory (AAD) Provisioning 🔄

While we would love to switch from our current Active Directory user sync to Entra ID SCIM provisioning, we have some concerns about using a third-party marketplace app for such a purpose. Who/what is “effy” and what is their relation to Freshworks? Why would they provide this app (and the support) for free? Is it a ploy for Freshworks to avoid liability for any issues or vulnerabilities that could arise from the use of the app?3500 downloads would mean that quite a few are willing to “acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy”, but it’s not apparent what those terms are.The lack of responses to comments on this thread (despite the invitation from @radhika.narayanan to leave questions) is not really encouraging either.

support_MExTApprentice

asked in How do I....?

user can change the requester when creating new ticket

Thank you so much, below is the code that worked for us (I guess something changed in the last three years). It’s unfathomable why Freshservice cannot see the integrity concerns of having this field be freely editable. <script>jQuery(document).ready(function(){ setInterval(function() { if (window.location.href.indexOf('/support/tickets/new') > -1) { var field = jQuery('#helpdesk_ticket_email'); field.prop('readonly', true); field.css('background-color', '#d3d3d3'); // This will make the field appear grayed out } }, 200)})</script>

jorn-morten.innselsetSkilled Expert

asked in Ticket & Workflow Management

Prevent impersonation?

Freshservice support was unhelpful, but I found the solution in a three year old thread.

BrynCYDEFSkilled Expert

asked in Ticket & Workflow Management

Many blank rows get inserted when editing ticket description field

We see this at times as well. Not sure, but I have a feeling it happens when the ticket is created from email - and the modern view editor gets a bit confused when there is a certain formatting.

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

It is Nov 1st, and I still don’t see the New Ticket Experience in our Pro tenant. Oh well, teaches me to take any announcements from Freshworks with a grain of salt... It was released in phased manner due to some technical (engineering) limitations. Which is perfectly fine, but that is not what you communicated initially.

afautleySkilled Expert

asked in Assets

Asset Discovery agent - servers

My guess is the agent queries WMI for the chassis type - what OS is installed does not (and should not) make a difference, it is the hardware that it attempts to classify.Reference: http://henkhoogendoorn.blogspot.com/2014/04/chassis-types-and-query-based.html

ksupersano18Apprentice

asked in Assets

Intune Integration Updates?? & Discovery Agent?

Ourselves we stopped using the Intune app (as well as the Dell Warranty Lookup app) basically because we could not get to the level of trust and support for these third-party developed apps (Freshservice support would not assist with them, which is not acceptable to us.)We are very happy with the FS Discovery Agent for managing our inventory of Windows computers, and have no need to import iPhones/Android devices from Intune. YMMV.

Kristof GielisContributor

asked in Automations

Status open when requester replies

“Reply or forward is sent”

Kristof GielisContributor

asked in Automations

Status open when requester replies

Not knowing Dutch it’s hard to comment on the specifics of your rule. But we have seen no issues with our workflow as below.

NathManApprentice

asked in Ticket & Workflow Management

New Ticket UI

Personally I have no issues with the new design, except it is even less mobile friendly than the classic ticket view. The mobile app is rather limited, and I have always relied on being able to browse to the full web version when on the go. “Responsive design” seems to be a foreign language to the Fresh devs...

NathManApprentice

asked in Ticket & Workflow Management

New Ticket UI

Change is always hard, but it is somewhat surprising that Fresh did not run this through a wider beta test collecting necessary feedback. 6 weeks or so to adjust to the new layout (and report bugs) seems a bit aggressive.

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Interestingly, the new ticket experience is even worse than before when viewed on a mobile device. It was somewhat workable in the past to fill the gaps for the mobile app, but this new design is completely unusable on a smaller screen. Switched right back to classic.

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

It is Friday, and still nothing. What they did do is put a useless and annoying “Try Higher Plan” button permanently on top of each page. Well done.

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

I thought this all was basically going to be available on October 31st. It’s November 1st and still not available on our Organizations instance and we are on the Enterprise plan. Support told me “it will be available for all by Friday”. So much for sticking to a plan.

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

It is Nov 1st, and I still don’t see the New Ticket Experience in our Pro tenant. Oh well, teaches me to take any announcements from Freshworks with a grain of salt...

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Sigh - still no support for “special” characters in Requester/Agent display names? We use this extensively to help identify our external users e.g., display name John Doe (Some Company Ltd.) and the parentheses are unhelpfully stripped away when user is imported to Freshservice.

Jérôme de LagausieSkilled Expert

asked in Automations

How to block answers to services email

Would not this automator do what you want? Ticket is raised → From Email contains myalert@someservice.com → Skip new ticket email notifications?

Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2022release notes

At last the iOS app is getting some much needed TLC! Here’s hoping it will be possible to zoom in on screenshots that are attached to tickets...

maxlehot1234Skilled Expert

asked in Assets

Search a specific software

Did you try searching from the Assets → Software menu? Seems to do what you want.

jorn-morten.innselsetSkilled Expert

asked in Automations

Escalation trigger

You’re right, I meant Freshdesk (I’m not too familiar with the non-Freshservice side of things in the company...)

jorn-morten.innselsetSkilled Expert

asked in Automations

Escalation trigger

The email is from Freshservice support, which is using Freshworks as their ticketing system. I got confimation that this feature (send escalation reminder email to user after x number of interactions) is only available in Freshworks at the moment.

sleclercApprentice

asked in Portal/Knowledge Base

Can you force an Agent into support portal after login via SSO?

Not sure there is a way to force that or what is your use case for it, but if you add /support/home/ to your URL you will land at the end user portal whatever is your role.

mary.georgeContributor

Introducing Multilingual Ticket Forms

The option to provide our own translations is great - but curious why Fresh won't supply default language files?

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