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Replies posted by zebb.s

14 Replies

Newest first

Oldest first

V.WestbergApprentice

asked in Portal/Knowledge Base

Customize end user portal

@zebb.s - Did FreshService by chance give you a rough ETA on the GUI interface for Portal customization? I’m not sure unfortunately. I thought it was going to be around this time but last I heard it might get bumped into 4th qtr.

Vishal NemaCommunity Manager

Freshservice Release Notes - Sep 2022Release Notes

Thank you as always for listening to your users and making these updates!

maxlehot1234Skilled Expert

asked in Automations

How to get close date and send email if ticket is reply

@maxlehot1234 We had a similar issue so we created workflows that automatically reclose a ticket if a user attempts to reopen it (typically by email). The workflow will send the user an email that says something like “it appears you are attempting to reopen a ticket that is closed. Based on our policy, you will need to open a new one by visiting our portal or calling the Help Desk. Please reference [original ticket #]”We also tag these replies in case they are legit re-opens maybe two days after they go into closed status. The Help Desk reviews these daily and will reopen those that fall within a certain period of time. This has prevented someone from reopening a very old ticket.

Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2022release notes

I’m geeking out on these updates! Thank you Freshworks team for continually making the system better and listening to your user community!

maxlehot1234Skilled Expert

asked in Automations

Workflow action based on api results (GET+PUT)

Hi. Is the department free text? We use departments imported from AD, so I believe we’d need to use a placeholder. Something like {{ticket.ri_72_cf_department}} (specific to this service request). When I get a return on it, it shows as:"department_id_value": 17000222729I would suggest reaching out to support@freshservice.com as I’ve had luck with them helping me with API issues.

mannsFeatured Influencer

posted in IT Operations Management

ITSM and ITOM?

@manns we were a beta client for On Call Management and have all of our escalation teams on it now. We looked at other solutions over the past couple of years and none of them could quite check off the boxes we were looking for. We were thrilled to hear FS was coming out with the functionality. We had a lot of bumps through the beta and that is to be expected. What I was so impressed with was how much the team at Freshworks valued our feedback and implemented functionality based on that feedback. Previous Scenario - The Help Desk agent sends a High Priority ticket to a Tier III. The HD have always monitored every High Pri ticket until it is acknowledged causing them to multi task and often preventing them from being available to take calls until it was acknowledged. If a Tier III didn’t respond within 15 minutes, they had to manually track them down.With OCM, the alerts are set to go out in intervals every 5 minutes until acknowledged. We have rarely seen an alert go longer than

zachary.kingSkilled Expert

asked in Portal/Knowledge Base

Data on Requester Search Queries from Support Portal

I would absolutely love this! The only way I know how to do this is to look at the KB article view and see how many clicks an article has. I am enjoying the KB Insights Beta as that appears to be a great new addition. Only issue I have is that it hasn’t updated since July 26th.

rhea.desouzaCommunity Manager

published in Announcements and Events

Sneak peak: Community, are you ready to guest blog?

mythumbsclickSkilled Expert

asked in Portal/Knowledge Base

Freshservice Paid for themes - Are you using them?

@mythumbsclick we got a consultation once. I would say about 80%+ of their effort is towards Freshdesk. There was nowhere near enough flexibility with what I would want to do if I was seeking paid services.There is an update coming later this year I believe that will allow us the ability to manipulate Freshservice in a GUI rather than via HTML code. I’m holding off doing any updates to our portal until that comes out.

Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

Thank you for responding to all the feedback during the On-Call Management beta season. It is working well and we are working on deploying it to all of our escalation groups this month. 🙂

Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

I like the time node, how can I sign up for public beta ? @prats I am interested as well.

V.WestbergApprentice

asked in Portal/Knowledge Base

Customize end user portal

FYI - Portal GUI customization is on the roadmap this year. I’m waiting until then to edit our portal as I too don’t have an HTML background.

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Nice but one small change I’ve been asking for for a long time is the ability to show the list of ticket views in alphabetical order. Now they are just in apparently random order, it would be much better for agents if the list of ticket views were sorted in order. Would be great to be able to sort by all ticket columns, especially STATE. As of right now, you can’t do anything with STATE, even in reporting (unless something has changed)

Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Will on-call have integration in Teams? Is that on the road map?

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