Visit Freshworks.com Visit Freshworks

Topics started by rrees

3 Topics

R
Contributor
rreesContributor
posted in Portal/Knowledge Base

CNAME issues - can't rebrand

All,For the life of me I cannot get my custom portal URL to work.I've added the DNS record and TXT records but keep getting the below message in FreshServiceMain portal portal url: Required TXT record is not present or network issue with DNS propagationHas anyone had success?Much apprecaited.

8
J
Contributor
3 years ago
R
Contributor
rreesContributor
posted in Portal/Knowledge Base

Priority Matrix- New Customer HELP!

Hi all,I'm rolling out Fresh Service and loving it!  I'm trying to create a simple, intuitive and easy to use service portal for my customers to submit incidents.  Originally I was not going to expose impact/urgency and only offer the end user to select a priority, however, in looking at the priority matrix it's pretty cool! Hopefully it can help in determining true priority by exposing this to the end users.This brings up a few questions... I think just listing Impact/Urgency to an end user is not effective as they'll not really understand this in terms of ITIL speak.  So I Was going to list Urgency as "how soon do you need this resolved" and could use some help in how to turn "impact" into an english phrase that my end users would understand.Lastly... is there a way to remap high/medium/low to real world terms?  I'd love to change urgency from high/mid/low to something like very ugrent, somewhat urgent, not urgent etc... same for impact...Thanks,Robert

1
V
Community Debut
4 years ago
R
Contributor
rreesContributor
posted in Ticket & Workflow Management

Employee Onboarding Help!! (parent/child issues)

I am having issues with my Employee Onboarding/Workflow Automator Rules not working as expected. This is needed before we can go live. I have created an onboarding checklist that groups all items into 6 buckets (6 child tickets to the main parent ticket) Once the employee completes their part, the tickets get created in the platform with all 7 showing “awaiting approval”.  I need help making it so that Workflow Automator sets the Category as Employee Onboarding, it’s already doing it for one of the items (Marketing Setup) but I cannot get it to do the same for ALL 7 tickets.  Also, when the hiring manager approves the parent ticket, all children ticket are not updated to OPEN, they stay awaiting approval.  When the parent ticket is approved by the hiring manager, all children tickets need to update to Open so that the various agent groups can work on the item Lastly- the other issue is that right now, the way this is working the children tickets are getting assigned to the Agent group

1
V
Community Debut
4 years ago

Badge winners

Show all badges
Terms of UseCookie settings