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Replies posted by djb_83

5 Replies

J
Apprentice
jfwilsonApprentice
asked in Portal/Knowledge Base

Secondary Email Mapping

So the agents have a licensed agent account and regular requestor account, or do the agents have two licences (seems unlikely as very inefficient!)If they have two accounts, do they not find this frustrating and difficult to work with, especially if sending an email and it ends up on another account, possibly as an entirely new ticket?

6
Daniel Söderlund
Skilled Expert
20 days ago
J
Apprentice
jfwilsonApprentice
asked in Portal/Knowledge Base

Secondary Email Mapping

Will this work for agents, or just requestors (there’s a secondary email field for requestors, but doesn’t appear to be one, at least visible, for agents?)

6
Daniel Söderlund
Skilled Expert
20 days ago
D
Top Contributor
djb_83Top Contributor
asked in Analytics

Ordering Analytics Graph by Month, on a rolling basis

Resolved, realised I’d used ‘Month of Year’ for grouping rather than just ‘Month’!

1
D
Top Contributor
28 days ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Assign to requester based on email address in description of ticket

Got this working nicely now. Thanks for your pointers! I don’t suppose you’d be able to share the process that you’ve used for this, as I’m looking to do the same.  I have Office 365 sending the alerts into Freshservice, but struggling for the syntax and workflows to use to generate tickets that contain the requestor from the alert content.

6
D
Top Contributor
1 month ago
L
Contributor
lisa.priceContributor
asked in IT Operations Management

Using IT Services within Freshservice

To add to this, you are also unable to apply any additional filters, particularly ‘Status’ would be useful, as the end user will also see all retired assets of that type.Sub-optimal.

5
robin82
Community Debut
2 months ago

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