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Replies posted by Chan

3 Replies

M
Skilled Expert
m.riederSkilled Expert
asked in Ticket & Workflow Management

“These events can be performed by” setting in workflow Automator events

Hi @m.rieder , This is where the catch is, "These events can be performed by agents" works only when an agent creates a ticket on behalf of a requester.So, when an agent creates a ticket, even if he is a valid agent in the portal, he becomes a requester for this specific ticket. This will result in a conflict in this user's identification in the portal, which in turn will conflict with the Workflow's event, which is why this event action must be set to "These events can be performed by Requesters"As to have a Service Catalog item to be visible to only the agents, we can utilise the limit visibility option in the Service Catalog. This way we will be able to elevate this Service Item only for the agents to raise this Service Catalog item.Here's how you can do it:Navigation: Admin > General Settings > Service Catalog > Select the required Service Catalog Service Catalog VisibilityHope this helps :)  

1
Chan
Community Debut
2 years ago
hereiscole
Apprentice
hereiscoleApprentice
asked in Automations

Workflow Automator Filter can't return tags

Hi @hereiscole, Good day!Looks like you are trying to pull up tags under the global workflow.Unfortunately, the current product behaviour is under the global workflows, the condition block will not populate the ticket tags as they are workspace specific. We will show only the Solution and User/Requester tags under the Global Workflows.Hope this helps & clarifies! If this is not the case, please free feel to let us know, we’ll take it forward from there.  

2
Daniel Söderlund
Skilled Expert
2 months ago
dehaege
Apprentice
dehaegeApprentice
asked in Apps and Marketplace Integrations

Webex App Collaboration Integration

Hi @dehaege ,  Good day! I understand you would like to converse to a customer with the help of the Webex app. I would like to inform you that our platform provides a third-party integration with Webex that may be able to meet your requirements. The Webex integration allows the Freshservice agents to resolve issues faster through direct interaction with the customer or internal teamsHere’s the link to the app: https://www.freshworks.com/apps/webex/ Hope this helps!  

2
dehaege
Apprentice
2 months ago

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