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Replies posted by UdayGrewal

3 Replies

Mo.Wael
Skilled Expert
Mo.WaelSkilled Expert
asked in Assets

Service request Vs incedent

Hey Mo, You are right, the category is not assigned automatically based on the service request raised. To make it simple to assign a category to all your service request, you can use a combination of the Workflow Automator and Custom Objects. You can create an automation that maps Service Requests to Categories using Custom Objects. You might have a default automation called “Service Item Approval/Routing with Custom Objects” in your Workflow Automator that shows you how you can not only assign the Category but also send out approvals if needed. You can read about Custom Objects here: Custom Objects : Freshservice

4
UdayGrewal
Contributor
1 year ago
B
Skilled Expert
BartVBSkilled Expert
asked in Getting Started

Best practices in category setup

You can structure it as the overall topic on the first level, for example Email, Network, Application Access. On the second level, split it into general types or parts of that topic. For Network, it would be something like Wi-fi, VPN etc. The third level can then be the specific issues/symptoms that you might face there. For example, Wi-fi might have issues like router failure, low speeds, dropping connections. For requests, you would use the third level to mention the different types of requests as well. You need to think of it from the perspective of what kind of reporting you need but keep it easy enough for your Agents to be able to find the right item. You can also look at using Custom Objects and Workflows to automatically assign those categories for Service Items. 

2
UdayGrewal
Contributor
1 year ago
K
Apprentice
Kate EBApprentice
asked in Ticket & Workflow Management

Filter Resolved by Customer Responded Ticket state

Hey Kate, The reopening of tickets is handled by an automation on your Workflow called “Reopen tickets when the requester responds”. If you set this automation to add a tag (or update a custom field) instead of reopening the ticket, you could create a ticket filter that looks for that condition that then allows you to add a widget on the dashboard. If you are not reopening the ticket, it is also a good idea to let the requester know, through an email notification, that this ticket has been closed and that they should open a new ticket. If you would like to talk about this further, please feel free to reach out.

4
Peter Gulka
Community Debut
23 days ago

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