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Replies posted by KeithW

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Ganeshcr14Community Debut

published in Announcements and Events

Relaunching Freshworks Academy: A Brand New Chapter in Learning

I’m excited to see what your team is delivering in the Freshworks Academy. I’ve been using Fresservice for several years and would like to obtain several certifications.My number one request is for you to present a certification and with a simple click add a learning path that will let me obtain that certification.

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2023Release Notes

There are two or maybe three enhancements that are of interest to me. I could not care less about “Enabling SSO login with Secondary Emails for Requesters”What we need is secondary email support for AGENTS. We have outside consultants working on tickets and they would like to use their company e-mail address not ours.What we REALLY need is an improvement to the editors. The formatting capabilities flat out suck and it’s been that way for years. Writing documentation in Freshservice is like Chinese water torture.

Vishal NemaCommunity Manager

Freshservice Release Notes - Feb 2023release notes

We also need the ability to associate software assets to changes, tickets, etc.

Vishal NemaCommunity Manager

Freshservice Release Notes - Feb 2023release notes

I’m excited to see the enhancements to the Microsoft Teams integration as well as the removal of whitespace with the User Experience changes to the Ticket view page.I would really like to see significant work done on auditing and change control of the helpdesk itself. We are performing critical functions with the automators and the ability to closely control and monitor changes to them would be very helpful when facing an audit.

Vishal NemaCommunity Manager

Freshservice Release Notes - Jan 2023Release Notes

This looks like a good batch of enhancements.I’d still like to see:Longer log retention and broader retrieval capability. It is common for auditors to say “Show me every change made to this object in the last 12 months.” Change management of the helpdesk itself. We have multiple workflow automators that perform auditable functions such as disabling an account. It is standard for auditors to say “Show me the approvals for these three randomly selected changes.” Improved solution editor, We still cannot perform multiple formatting tasks such as numbering and left/center/right justification. Solution article templates. It would be really useful if there were a template that would allow entry of title, description, summary, keywords, etc. This would promote consistency in formatting as well as benefit the AI engine.

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2022Release Notes

I am excited about the new Ticket Field Archival feature. Now we have a way to clean up the forms from the sins of yesteryear as well as when new features make old fields redundant or irelevant.Now, please make field archival available for the change fields. (You might as well go ahead and do it for Problem and Release fields while your at it.)

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2022Release Notes

I like the new admin layout. However, there was a huge opportunity missed to rename some items(Helpdesk this, helpdesk that. If you don’t know you are working on a helpdesk object you should log out and go home) and to put them in ALPHABETICAL ORDER.

Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R12L.01release notes

Very happy to see the “Setup direct redirection to SSO on Freshworks login page” enhancement and the project enhancements.

Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R11L.01release notes

I’m excited about the enhancements to the projects module. :-) Now if you would just fix the bug that prevents me from assigning project licenses I’d be all set. :-(

ramsundar.radhakrishnanSkilled Expert

posted in Ticket & Workflow Management

Workflow Of the Week - Session 2 - JSON Parser Node - How To

This video does not appear to be available on Wistia. Posts 3-7 appear to be available.

ramsundar.radhakrishnanSkilled Expert

posted in Ticket & Workflow Management

Workflow Of the Week - Session 1 - Automate GitHub Org and Repo requests

This video does not appear to be available on Wistia. Other posts in the series appear to be available.

Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R10L.01Release Notes

Very excited to see the enhancements to the project module.

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