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Topics started by martin.j

7 Topics

M
Skilled Expert
martin.jSkilled Expert
asked in Automations

Correct Process to migrate from Basic Auth to OATH2

Just seeing if anyone else has successfully migrated from basic auth (for their email support channel) to OAUTH2 for Microsoft accounts?We have the banner along the top indicating of the change, however the steps provided to me do not make sense. (https://support.freshservice.com/en/support/solutions/articles/50000004192-deprecation-of-password-based-authentication-for-google-microsoft-email). We access Freshservice/Freshworks via SSO. When I go to an email support channel (we have 6) and click ‘Migrate Now’,  and click on ‘Sign in with Microsoft’ it brings up the authentication page, which obviously is using MY account (as i’m logged into FS via SSO - AND I happen to be an exchange admin). If I then click the Accept button, the Email Support channel Incoming and Outgoing mail server changes to MY email. As the Support Channel mailboxes themselves are just mailboxes, they are NOT an agent on Freshservice, neither are they Exchange Admins. So how do I change a support channel email to O

7
M
Skilled Expert
1 year ago
M
Skilled Expert
martin.jSkilled Expert
posted in Ticket & Workflow Management

Multi Agent Group Tickets

We are adding more and more other departments to our Freshservice platform, such as HR and Payroll.Just looking for best practice / guidance when it comes to tickets/process where we each need to action certain elements, or need to compete a part and then pass on.In the scenario of multiple elements needing to be completed by the various departments (such as a role change, location change etc.), is it best to create 1 ticket and then create tasks that are assigned to each agent/group? How would the other Agents see the ticket / task if the ticket is on another group's board? How do the agents assign time to the task/ticket? When running reports, and an agent can only see their own Agent group, how does that get impacted if the ticket is sitting on another group?ORIs it best to create Child tickets from the parent, and assign the child ticket over to the other group? What happens to notes on each ticket, can they be seen by the other group's agents? Do all Child tickets have to be resol

5
M
Skilled Expert
3 years ago
M
Skilled Expert
martin.jSkilled Expert
asked in Ticket & Workflow Management

How to best manage delegated approval for CEO

We have a scenario where the CEO reports to the Board of Directors Chair, which syncs from AzureAD, and so all of our automated approval workflows send approval requests to the Chair when the CEO is the requester. We wish to have the CEO be able to self-approve their tickets (as all requests within Fresh are within their delegation). We have set the Delegated Approval within the Chairs profile, but it seems this does not work when the ticket is within a Restricted Agent Group - they get ‘you cannot access this page error’ (even though they are logged in, and have delegate approval). Does anyone have any ideas on how to get around this / or ideas on how to best manage this? I don’t really want to turn off the restricted group (as it a HR group). Currently, the Agent of the ticket has to remember to manually send an approval to the CEO, and cancel the one sent to the Chair

5
M
Skilled Expert
1 month ago
M
Skilled Expert
martin.jSkilled Expert
asked in Portal/Knowledge Base

Announcements in Freshservice Mobile app

Is there a way to make announcements visible in the mobile app?When we have outages etc, and users to go the app, there is no visual or anything to display any announcements that we have..

4
T
Contributor
6 months ago
M
Skilled Expert
martin.jSkilled Expert
asked in Employee Onboarding

Ability to hide old fields on Employee Onboarding

Over time, fields on the Onboarding form are no longer required, but deleting them deletes the actual object and so all previously logged forms will loose that data.Is there a way to HIDE fields on the form? This is possible on Service Requests, but cannot find in Onboarding. This seems like a very simple request, but it’s frustrating have old unrequired fields on an Onboardiong form that we have to try and label to inform people not to fill in….

4
D
Apprentice
3 days ago
M
Skilled Expert
martin.jSkilled Expert
asked in Portal/Knowledge Base

How to better direct users to Freshservice Annoucements

What are people’s techniques to better direct/indicate announcements to users/requesters to try and reduce tickets being created. (without ticking the ‘send via email’ option :))We add known issues as announcements, but the default banner on the portal homepage is not obvious enough, and only shows the latest announcement (and users aren’t going to click ‘Show all’.) We have changed the banner to RED to try and stand out, but we have a LOT of mobile only users, and the announcements in the mobile app are a hidden function that no user in their right-mind are going to go there each time to check if a known issue. Interested to see what other people do Thanks

2
M
Skilled Expert
1 year ago
M
Skilled Expert
martin.jSkilled Expert
asked in Getting Started

Best Practice for support mailbox cleanliness

We use the feature of ‘Delete emails from server after fetching’ for our custom mailbox email channels (they are Microsoft 365 mailboxes) to try and keep the inbox empty/clean. However, I have noticed that the SENT ITEMS does not get cleaned out, and so for many of our groups/mailboxes, these emails contain a lot of sensitive information.Just seeing what other people do to keep these mailboxes empty / sanitised.Cheers

0
M
Skilled Expert
6 months ago

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