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Replies posted by raymondcanilao

27 Replies

Oldest first

Newest first

chacubosApprentice

asked in Analytics

Scatter Plot in Analytics

Great question @chacubos. i also want to know.

rhea.desouzaCommunity Manager

published in Announcements and Events

Day 12: It's time for the Community Giveaway | Win a $500 voucherGiveaway

Hi everyone! Raymond from Philippines I’m very happy that I was able to join this Refresh Community this year, looking forward to more discussions and learning from all the members here. 2021 is a game-changer for us since we decided to replace our ticketing system with Freshservice, since then a lot of improvements and great things happened.I know we are just starting and a lot of things and exciting features can be done and unfold. Hoping to see the community continue to grow. Cheers

raymondcanilaoSkilled Expert

asked in Ticket & Workflow Management

Question about workflow : Placeholder Item Description

Thanks mfedele. However i have a lot of hardware SR. It is tedious to have condition block per SR item.

rhea.desouzaCommunity Manager

published in Announcements and Events

The March Madness Treasure Hunt is on! | Win a prizeTreasure Hunt

let me try again. since i dont know if i successfully submitted my entry yesterday :)Amazon Connect Barclay Rae Service Catalog and Product Catalog Auto assignment Online customer community Work hard, play hard, relax hard Customize PortalThis is so fun! gonna try this to my internal team. :)

raymondcanilaoSkilled Expert

asked in Apps and Marketplace Integrations

Software Inventory - Notifications on Restricted software

Hi Rajogopal,I’m assuming, for now I need to review regularly the list of restricted apps and check if there will be count detected in the installed/user columns then do necessary removal/uninstallation. I’m thinking maybe there will be feature soon that admin can be notified whenever there’s a installation detected.

rashmi.nagCommunity Manager

published in Announcements and Events

Community Spotlight: AMA with Freshservice MVP, Keefe Andrews, Director of IT, SpawGlassAsk Me Anything

Curious to know if how do you handle detected software marked as “restricted”. Do you inform the Employee or department heads to notice? if yes, how? or do you just uninstall the app directly and not escalating it.

Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

Hope that the SMS support for On-Call Management will be available soon in the Philippines.

Wayne1Apprentice

asked in How do I....?

Freshdesk slowness

Hi Meppy/ Wayne, I suggest that for any service outages or disruption, you may check https://updates.freshdesk.com/ to check whether problem is internal or within freshworks.

Daniel SöderlundSkilled Expert

posted in Automations

Managing Custom objects

may i know what list/data needed for custom objects? can you sight sample.

raymondcanilaoSkilled Expert

asked in Automations

Custom object not working

Thanks Zachary for confirming! I guess freshworks wants me to sleep now. Hoping it will be resolved tomorrow morning! cheers from the Philippines. 🍻

raymondcanilaoSkilled Expert

asked in Automations

Custom object not working

Hi Zack, its now working. 😁

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

OMG! Im not yet done with the previous updates! and here we go. Another updates!!! 😂

runshotgunApprentice

asked in Knowledge Base

Font size in articles

Hello, did you try clicking the remove formatting option?

raymondcanilaoSkilled Expert

asked in Analytics

Analytics - Cancelled Status for SLA %

I think this is out the box metrics and are not configurable. Might be best to log this as an Idea. However, do you need a cancelled status? can you not just delete the tickets. then it will remove them from the metrics. for better tracking of request, we’re not deleteting rejected tickets.

raymondcanilaoSkilled Expert

asked in Analytics

Analytics - Cancelled Status for SLA %

Thanks for this team, i just added a status on the filter side so number of tickets will not get cancelled status.

PaulaTop Contributor

asked in Analytics, Reports & Dashboards

CSAT Reports

Paula did you ever receive a reply to your request? I’m looking for the same information. no answer :( Hi Paula, Let me share what i created in our analytics. as you can see, i was able to get the associated survey short text reponse to show the actual comment of the agent in every score. Hope this wil help

ashik.bashaAshik MJ

Christmas comes early! Freshdesk Analytics gets a glow-up! 📊✨

Hope it will be also be available in freshservice :)

mwagnonApprentice

asked in Portal/Knowledge Base

Support Portal > Service Catalog customization help

@matthieu.cote I wish it was that easy. The items I am trying to hide from view are specifically for use in the onboarding module. As I’m sure you are probably aware, if I restrict the visibility of the item in the Service Catalog for requesters, then it will also be restricted in the Onboarding module as well. If there is a different solution for this that I am unaware of, please let me know. It is not a requirement to hide “All Service Items” categories, if I could hide specific items from that view individually. Hi mwagnon. is it possible to create separate catalog for onboarding? so that you can set access per group.

Russell Ho-AitkenContributor

asked in Assets

Best practice for asset discovery

question also for the team, Do you have SR or service item for Asset deployment, pull out, owner transfer, disposal etc? how do you manage or track changes in the inventory?

raymondcanilaoSkilled Expert

asked in Automations

Division Field in Freshservice

@raja.pavankumar, is this possible? :)

raymondcanilaoSkilled Expert

asked in Automations

Division Field in Freshservice

We have this too but we have it on the Requester information as it is often linked back to the Requester. It is very useful to have a higher level than Department, whether you call it “Division” or “Directorate” like we do. You can create a separate field across all ticket types then link it back to a Custom Object table. Then you have one list you need to keep updated all the time. Hi Afautley, is the field you added in the requester information appearing in the ticket list filter?

Vishal NemaCommunity Manager

Freshservice Release Notes - Feb 2023release notes

Vishal NemaCommunity Manager

Freshservice Release Notes - Feb 2023release notes

Great! Excited for the no code customization :)

raymondcanilaoSkilled Expert

asked in Automations

Automate the "Fulfill Request" button

Hello, Im new to using API, can you guide or share with me how to use this code?

Vishal NemaCommunity Manager

Freshservice Release Notes - May 2023Release Notes

WOW! just wow. Excited for this!

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