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Replies posted by MartinDG

7 Replies

M
Skilled Expert
MartinDGSkilled Expert
asked in Portal/Knowledge Base

When a cc'd user is added can they view those tickets in their own ticket area

Hello @MartinDG, I agree with you, the email notification sent to the CC’d email requester could use more than bare minimum information. However this isn’t an email notification that we can change as users. So I would suggest adding it here. So that we can all upvote it and get it in front of the product teams!! Also currently there is no way to assign a ticket to multiple requesters. But if Managers are the ones who are being CC’d then perhaps you could make sure that the manager has access to “View All Tickets” for the department that is annotated in the ticket. This would allow the manager to see the ticket in their own support portal ticket views. Hope this helps. Hi @zachary.king annoyingly it’s not always just the managers but multiple different members from different teams, so when users are cc’d in they really need to see the detail of what the actual ticket is about. Also on top of that when an email is sent only the summary line is provided which is just the generic part suc

7
kennyta
Community Debut
9 months ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Portal/Knowledge Base

When a cc'd user is added can they view those tickets in their own ticket area

@MartinDG I have to agree with you in the fact that getting ticket data into the hands of others seems like a logical step once you rope that other individual into the process via a CC’d email. I saw you raised this in the ideas portal. I will be sure to add my vote as well! Yep thank you for the link. Actually we have worked out a little workaround as to how to provide the cc’d users with the detail originally from the ticket. This has been done by creating an automation that adds a note when a ticket is created and doing the below. Ticket Details: {{ticket.service_item_fields}}This pulls the field info and yep it does create a a note in the ticket with the same detail but it does at least have info for the cc’d person. Additionally when a customer logs a ticket they are also emailed with what they logged. It’s not perfect but it will do for now

7
kennyta
Community Debut
9 months ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Analytics

Reporting changes and missing options

Hello @MartinDG, I don’t think this is a bug. I am seeing the same thing. Not being able to indicate what fields you want as part of the underlying data is a major oversight in my opinion. Lets see if we can get this in front of the product teams. @sanofar.allahpichai can you look into why this changed for us? Here is what changed for Analytics last month https://support.freshservice.com/en/support/solutions/articles/50000004791-what%E2%80%99s-changing-in-analytics-the-all-new-report-builder-experience?_gl=1*mkf8y*_ga*NTUwMDcxNzI0LjE2NjE0NDA3NjE.*_ga_5S1FBQDGB1*MTY2MzA3NzEwNS4yMTkuMS4xNjYzMDc3MzU3LjU2LjAuMA.. Hope that helps Thanks for confirming. I used this regularly as sometimes the data pulled maybe does not always add up so using the cog to specify the info in the underlying data helped me identify tickets and information that needed to be looked at. Strangely if i go to older reports i can see some detail i had already defined before but obviously can’t change it to filter the f

5
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Analytics

Reporting changes and missing options

I think i’ve figured out what my issue was and it is that i use to be able to click underlying data and it would bring the underlying data up at the bottom of the screen like in your image. If i do that now and this is in edit mode it brings up a large table screen but you cannot change any fields  But if i click on the top right icon on the right to expand the widget it will then give me the underlying data beneath the large expanded widget and i can then get the cog so i can choose the fields. It seems i can only get the cog now by having widgets expanded in edit mode I’m fairly sure though it was not like this before.  

5
zachary.king
Skilled Expert
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Apps and Marketplace Integrations

JIRA integration comment issues

I am  not a user in Jira.  The users in Jira are not freshservice agents. We linked the two together an every comment update from Jira as you state has my name on every comment. I had yet to research more of this.  Maybe what I’m experiencing is the expected behavior given the Jira team isnt in FreshService but I am.  The only reason I care is because as we go through a weekly ticket review, I get asked what those updates means as people assume the update came from myself which it did not. Even just a freshworks generic integration account to indicate it is a system integration thing would be good with the Jira users name appended to the update would work. yes this is the exact issue i have and it gets very confusing as some think i am commenting. We did ask if there was a way of having a generic name and we did try creating one but then it defaulted back to name. The interesting thing is that the API account we created and linked was the name we thought it would use but it did not. 

6
M
Skilled Expert
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Apps and Marketplace Integrations

JIRA integration comment issues

Hello @MartinDG, I have not installed this integration, but was curious if you are referring to the Jira Import for FS Projects, or the Jira Orchestration Application? My experience with incorrect naming associations for applications usually stems from the agent API Key that was used to install the application. Like you, we were basically forced to allocate an Admin Agent license to a “Helpdesk” account so that any application that made ticket changes or additions via an app or API used that API Key and indicated the ticket was updated by the “Helpdesk”. Not sure if the API Key is the cause for your situation but thought I would share what I have experienced. Take care! So this is through the Atlassian JIRA app  interestingly, I’ve had a look at the config and there is no API token key in FS but a webhook url. I’ll need to look at this again with my team member who worked with me setting it up. 

6
M
Skilled Expert
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Apps and Marketplace Integrations

JIRA integration comment issues

Found the Atlassian Jira App pulls the Account Admin account to make the comment. When someone comments on the Jira ticket, the comment is made on the linked Freshservice ticket as the Account Admin, specifically the Account Admin who is listed at the bottom of the list. The name of our API account is “Freshservice Jira Integration”, I changed the name to “ZFreshservice Jira Integration” and is now listed at the bottom of the Account Admin role, comments are now being added on all Freshservice tickets coming from “ZFreshservice Jira Integration”. HiThanks for this, we’ve tested what you have put and that does look like it might work. It’s not perfect but certainly looks better than an individuals name appearing on every ticket. 

6
M
Skilled Expert
1 year ago

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