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Replies posted by anupama.phal

10 Replies

rashmi.nag
Community Manager
rashmi.nagCommunity Manager

Freshservice Workload Management is now LIVE!

Hello Lora, Yesterday’s webinar had two slots. Here are the recording links:Slot 1: Slot 2:  

4702
Tombrooks56
Community Debut
1 year ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Apr 2023Release Notes

I like that there is finally a tiny improvement on Time Tracking. Being an MSP using Freshservice in MSP mode this has been a major pain point for us.  However what does the Time Log for Timesheet Entries get us? We can now add when the work started but how does a tech/agent look at their day to see all the work they’ve done? How does a manager view how busy a tech has been?  I’m guessing and hoping this is just a change for future improvements? Otherwise setting the start time but having zero visibility on it and no way to report on it, then it’s data that gets entered but immediately lost. Hopeful this gets improved but I fear it might be too little too late for us as we’re evaluating other tools that do this well already.  Hi,Freshservice Workload Management would be a good solution for you. With this, agents can plan the work assigned to them and view their workload easily. Managers can also view and manage their team's workload and get visibility into the availability/utilization

1070616
M
Contributor
1 year ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - June 2023Release Notes

Still hoping for any kind of analytics for the solutions area which hasn’t seen any development love in a long long time.   Thanks Hey @dengstrom, Reporting for Knowledge Base is currently in the works and will be rolled out very soon. Do stay tuned for more on this!

1059714
dengstrom
Contributor
7 months ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2023Release Notes

Honestly, I’m pretty concerned about this one - set for May 2024.  We use both of these features extensively when responding to customers!  I have created 15 or so Canned Responses -- some are used every single day - I hate the idea of having to go back to using a text file in Notepad again. Discontinuation of Canned Response Suggester & Solution Article Suggester I’ll look into the Freddy Copilot as suggested above but I am not very optimistic as I work in a very technical company (cybersecurity) so as can be seen above, we may not be able to rely on AI that is pulling data from all over the FS customer base.       Re-iterating this for clarity: users will be able to create and use canned responses and solution articles. Only the ‘suggester’ (that intuitively suggests responses or articles) will be discontinued

517210
L
Community Debut
4 months ago
A
Community Manager
anupama.phalCommunity Manager

Freshservice Release Notes - Mar 2024Release notes

Task ordering/dependency: Will I be able to set this within a workflow or scenario?  I have flows that create tasks on tickets that meet specific criteria. Ticket archiving and Nested folders for solutions mention specific portal versions.  How can we tell which portal version we are running?   @Sahana Sekar 

1274116
tgashwin
Community Manager
1 month ago
A
Community Manager
anupama.phalCommunity Manager

Freshservice Release Notes - Mar 2024Release notes

Task ordering/dependency: Will I be able to set this within a workflow or scenario?  I have flows that create tasks on tickets that meet specific criteria. Ticket archiving and Nested folders for solutions mention specific portal versions.  How can we tell which portal version we are running?   @neharika.sundar 

1274116
tgashwin
Community Manager
1 month ago
A
Community Manager
anupama.phalCommunity Manager

Freshservice Release Notes - Mar 2024Release notes

Any details on what attributes are connected to the tickets for Onboarding?  This is a VERY exciting enhancement. @Jatin Rastogi 

1274116
tgashwin
Community Manager
1 month ago
A
Community Manager
anupama.phalCommunity Manager

Freshservice Release Notes - Mar 2024Release notes

Good month of updates. Thanks Will the ticket archiving be mandatory for all tenancts? WIll archive tickets still show in the global search? @Sahana Sekar 

1274116
tgashwin
Community Manager
1 month ago
A
Community Manager
anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

We have 2024-04-18 in Europe and the new functions are still missing in Growth plan. Your note states: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024. Hello, All functions have been enabled as planned, you should have access to all now.

1284430
C
Community Debut
49 minutes ago
Anusha
Community Manager
AnushaCommunity Manager

Phased launch of the revamped Sandbox

I attended the Seamless Sandboxing in Freshservice webinar last week and still haven’t received an email with the demonstration video. If this information is ready to be distributed to attendees, please send it to me. If not, please give me an idea as to when it will be sent. Thanks, Jen Hi Jennifer,  Sure, let me raise it with the concerned team member. @anupama.phal - Could you please help here? Hey Jennifer, You can find the recording here. 

51311
zeeshanagro
Community Debut
6 hours ago

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