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Replies posted by Russell Ho-Aitken

22 Replies

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Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Goodness! This is immense! It's going to take a while to get to grips with all this new functionality!

Jennifer.HTop Contributor

asked in Freshservice – London User Network

Looking to send a ticket "digest" to the agents

This is a few months old but thought I’d add my thoughts. You could utilize tasks as these have completion dates, or tickets. The main thing is that the tickets being returned in your analytics report would show everything due today and you'd want to be more proactive! For instance what i do for service reviews is pull back urgent and high priority tickets to review. As depending on department size, the low tickets can be overwhelming. Or tickets with SLA’s ending in the next 48 hours. you could add a new field to your tickets under “field manager” and add a date field that the work will be completed on. And filter the report like that. Or just create a widget for each agent showing all their open tickets, schedule that tabular date to the agent every morning. And then they can add and remove what they like before presenting to you. My Mantra is always behaviours before tools! So reframing tickets into “customers” can really help with ticket closures. Its not a ticket its a customer wh

rashmi.nagCommunity Manager

published in Freshservice – London User Network

Freshworks User Network - London | Looking forward to seeing you on Oct 11, 2022

Ok, so i ended up in the wrong room… but i won a pinata.. It was fantastic meeting Michaela and your specialists. I had a great time sharing ideas with like minded people from different industries. And i managed to both learn some new things as well as teach people how the servicebot works! I’m looking forward to the next one! And as suggest i have reached out to my account manager to become a community leader.

rashmi.nagCommunity Manager

published in Freshservice – London User Network

Welcome to the Freshworks User Network London EX User forum

A little bit about you and what you doI'm a mancunian based in London. A help desk manager that has brought best practice and service improvements to housing associations, sports companies, MSPS, a well know chicken restaurant (not los pollos hermanos) and currently working at a large pathology centre. And i occasionally make youtube videos. I did my first youtube short yesterday and got 1.9k views. Why you do what you do?Money.. Well, and I'm passionate about providing excellent customer experience. I have a wealth of experience and I love changing a company from meh to OOOOOH!!! What brought you here to this community?My account manager mentioned it! Share anything happy/ funny/ embarrassing that has happened to youI was once interviewed about my xmas dinner for BBC news. Its still on the bbc website.. I also have a video of me running the 100 metres on the olympic track the night before Usain Bolt did. Thank you G4s for being terrible at security! Describe yourself in one wordYou ca

Chris S.Skilled Expert

asked in Ticket & Workflow Management

Add Response time to ticket list

HiRemember reporting is all about the story telling. So when a customer is looking for that information, I create an analytic report using the “First response time” and “Resolution” time. Both of these are out the box and using the filters you could create separate ones for each department, or each business segment. I’d question the value in looking at an individual ticket when i can tell the story about the overall service. as something is always out of scope. You can use SLA breaches to show where you have failed to complete in time, especially if you contractually obliged to do that. just my thoughts!

Dave MContributor

asked in Automations

Freshservice workflow raise a ticket based on custom date field

Hmm. I’m trying to think this through whilst listening to Zachs recording! The joys of multi tasking! In terms of this form, have you looked at the onboarding options? Its possible (I’ve not done this myself) that you could create a task that takes that field data and uses it as scheduled date. You could build up a group that has all these alerts (which i guess means you can also then cluster them month by month in analytics) and look at using the supervisor to prompt you when its 30 days before that date. But you;re right the clearer option would be if something sat in the background like a scheduled task. The main issue I’d see with that is making sure you can automate the update from a manager to say they;re staying for another 3 months (I cant be the only one who gets contract extensions!). Power automate is also an incredibly powerful tool. I’ve just done one that grabs the wifi password thats sent to me every monday, and converts it into plain text before parsing the data and pos

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

Fantastic! Thank you for posting this question and for all the replies! Thats an area I've not looked at in FS yet and its just gotten all my creative juices flowing! I can see this community is really going to help all of us use this product to its best ability!

Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

I can confirm that we had the update appear last night. And half the staff promptly turned it back to classic!Its like i always say:You can lead a horse to water but the only way to ensure it drinks is through an intravenous drip..

raymondcanilaoSkilled Expert

asked in Analytics

CSAT - Freshservice

Hi Just some thoughts from me! When doing a survey a question to ask is whether you use an odd or even number of choices. With 5 its very easy for people to stab 3. whereas having 4 makes them consider a bit longer which fits better. And they tend to choose 3 rather than 2. So when we did ours it was a case of configuring the basics on the system. We supplement this with a targeted “Pulse” survey later in the year. Often targeting some questions around projects that we’ve rolled out. The initial response on a ticket has its place. But we often found there was richer data in the pulse survey. As always, depends on the story you're trying to tell!

Matt HTop Contributor

asked in Ticket & Workflow Management

Run automation workflow on specific date?

I’ve spent the best part of this week trying to work this workflow out! As we want to have scheduled comms for server updates sent 2 weeks before, 2 days before and on the “proposed start date”. For this we were looking at using release management but the only thing we can do is delay the comms. so we can log the release exactly 2 weeks before and have it schedule comms, but having a dynamic field would be perfect. Something that fires an action x days before or after a set date field. As the other thing we really wanted was the ability to CHANGE this date on the fly. So if we did that the timer i assume would sit in its workflow thats already fired when the ticket was created. And i doubt theres a way to nerf that once its set. But if there’s anything else we can use to do this that would be great! As i really want to take that load off the network team and let the system handle timely comms!

Vishal NemaCommunity Manager

Freshservice Release Notes - Mar 2023Release notes

OH… MY… GOOOOODDDD!!!! Scheduled workflows! Absolute game changer! I’ve been waiting for this for ages! Alerts to teams?! We already have workflows to post P1 tickets into teams groups. But using the alert monitor with on call and teams is excellent. As i am trying to create a new Alert process here and that was the final piece. how to notify on call analysts. Superb update guys!

Vishal NemaCommunity Manager

Freshservice Release Notes - Mar 2023Release notes

Hi, I am not able to see the ‘scheduled workflow’ option on my tenant. Can someone help me enable the feature? Hi If you're on pro or enterprise you wont get the feature until March 29th. I’m looking forward to playing with it too! Russell

pcookeTop Contributor

asked in Portal/Knowledge Base

Dealing with a large number of items in the service catalog

Just to add, I've started using additional items on catalog items. I asked support to help me hide an area called "additional items" and put them in there. The can be referenced from other forms then but can't be selected on their own. It's another option anyway.

alyssia.correaCommunity Manager

published in News and Innovations

WATCH ON DEMAND - Ask your questions to IT/ESM Subject Matter Expert , Alex TranASK THE EXPERT

AI and virtual agents are definitely the future of service delivery. But will we see a trend like we did with call centres? Where services were outsourced abroad and customers wanted a local accent or dialect, so the service was pulled back.Do you see this happening with AI or do you think it is here to stay? Will the market demand a human as an initial point of contact? Or is that just a sign that the existing AI models can be a bit clunky.

alyssia.correaCommunity Manager

published in News and Innovations

WATCH ON DEMAND - Ask your questions to IT/ESM Subject Matter Expert , Alex TranASK THE EXPERT

Also, Lilo & Stitch.. Epic!

alyssia.correaCommunity Manager

published in News and Innovations

WATCH ON-DEMAND - Product Review Webinar with IT Expert, Suvashini BalashanmugamSME COUNCIL - IT

I’ve already got 6 workspace teams configured and the company is pushing for more! A great feature for sure! My question would be about migrating a team from 1 workspace to another. For instance everyone was on the IT instance originally. I was splitting the none IT teams out into their own workspaces and had to manually move and assign the tickets.

alyssia.correaCommunity Manager

published in News and Innovations

WATCH ON-DEMAND - Product Review Webinar with IT Expert, Suvashini BalashanmugamSME COUNCIL - IT

Thank you for the link! Weirdly this one isnt in my calendar!

alyssia.correaCommunity Manager

published in News and Innovations

WATCH ON-DEMAND - Product Review Webinar with IT Expert, Suvashini BalashanmugamSME COUNCIL - IT

Great insights into the workspaces and some of the pit falls! I’d recommend people watch the recording if they couldn't attend!

NexusContributor

asked in Freshservice – London User Network

Workspaces are great. But what about cloning automations?

I have the same issue. What i;ve done is spent an afternoon rebuilding them in the global automator and that runs on every workspace then.Its not a migration, but does mean that every workspace new and old will operate the same.

afautleySkilled Expert

asked in Freshservice – London User Network

Description Box Appearing on service item's

OMG finally! Hopefull this fixes the issue where i have to add a description manually to every parent ticket as the system doesnt edo it automatically!

neharika.sundarTop Contributor

published in News and Innovations

Leverage the power of Generative-AI for your agents with Freddy Copilot Beta - Get Started Now!

HiWe’re currently using the auto summary (very useful on long tickets) and the solution generation. It will be interesting to see what the cost model looks like. As neither of these solutions are “must have” items at the moment. The virtual agent is where the future is currently. That being said, lets see what else this AI is capable of. As it would be great if it wasnt just responding to words in a ticket. but actually learning how the service is delivered to help suggest time savings and automations.

elishafxxContributor

asked in Freshservice – London User Network

Workspaces: Is it possible to take service items from the default and put them into a new workspace?

Hi ElishaI’m stuck with the same issue. Migrating a team to a workspace is entirely manual. All tickets i had to manually move. with catalog items we took this as an opportunity to build out better forms. But you do need to do it all manually. its the same with automation workflows. any you;ve build for the primary team, you’ll need to decide if these should be global or set up per workspace. Mild inconvenience given the onboarding and offboarding for teams is superb, and the cost savings for none technical teams is great too! Russell

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