Topics started by cfrank
Due date calculations are not calculating properly.I have selected 2 weeks as my "Resolve within", however, it is calculating 2 weeks as 14 days.Since we are talking about "Business Hours" (Monday - Friday), 2 weeks is not 14 days, 2 weeks is 10 business days.This skews my reporting, as well as escalations.
For me to do my operational health management reviews, I really need to be able to report on customer satisfaction with a given service.For satisfaction surveys, I can report on Group / Agent or Overall help desk, however, not on a given "category".One of the required inputs to reviewing your services is customer satisfaction, (beyond what your monitoring metrics show you)Can you add that?
Any thoughts around the idea of ticket templates?For example, something that we have a number of service fulfillment requests we process often, however, not on a frequency that can be scheduled, so instead of going: New Service Request Create Subject Create Description Assign Category Assign Sub Category Assign Priority Select Group Select Technician We could do: New Service Request from Template Select template Add detail to Description (eg - Change password for "sally.smith")
I did extensive testing of Freshdesk (Estate) before moving to Freshservice.There are a number of features missing with Freshservice (multiple products with multiple SLAs, Freshphone, Forums, Freshchat) and I'm looking for some clarity around your roadmap. What features are NOT making the move to freshservice? Timeline for Features being added? Can you share any more information?
SLA time optionsArchived
Please add some more time options to the SLA policies selections.If you are using BUSINESS HOURS, then I need to be able to select 10 days as a time, as opposed to 2 weeks since "2 weeks" excludes weekends and "holidays", pushing the Due date to be 18 days, instead of 14.If I could select 10 days (or enter X days) then *I* can define my SLA based on what I've negotiated.
Named Manager for GroupArchived
I would like to see a field for Group's manager. This would allow you to create an automation that says "after X amount of time that ticket is overdue, send a notification to <<GROUP_MANAGER>>.Right now, I'll need to create individual rules for each group I have which obviously isn't the most efficient way of doing this.
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