Visit Freshworks.com Visit Freshworks

Topics started by BrynCYDEF

9 Topics

B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Analytics

Analytics or Dashboard help - need to get a list of any ticket a particular agent ever worked on

Analytics or Dashboard help - need to be able to generate a list of any ticket a particular agent ever worked onI have a student starting and I need to create a report and/or dashboard widget that will list every ticket they have touched in a particular time period in order for me to do QA on their work.Anyone have something like this?TIABryn @ CYDEF

3
kcbates
Skilled Expert
1 year ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Automations

Agent reply template - change sender based on Company?

I’ve created a custom sender account - let’s say:   companyname@cydef.caI made a new automator workflow that checks the Requester and then sends them an email using the email address above (as opposed to our usual support@cydef.ca).Ticket is created and initial outbound email has gone using custom email address.So far so good.What I’d like to do is set the default sender to companyname@cydef.ca on the Agent Reply Template to use this new sending email account and not our primary email account. Anyone, anyone?  Beuller?  Bueller?  lol!@rashmi.nag @manns @zachary.king Thanks to anyone with suggestions!Bryn

4
B
Skilled Expert
1 year ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Automations

Automator workflow Question: Event = Reply is received?

Hi all you Smarty McSmartisons  (lol!) 🤣I’m trying to add a note and then send an email when a closure email is received from a partner regarding an open ticket.Our partner doesn’t put anything useful in the text of the email but their subject line changes to include “Has Been changed to: Solved” - I would like the FS automator workflow to trigger based on FS receiving an email with these keywords in the subject line.In Workflows, in the Event module I’ve tried “Note of any type” is added by Anyone and then use Liquid filters to search the subject line for those keywords.  Does not fire for me.I am also not able to find an Event that fires because a Requestor has replied to the ticket (aka note added).Any help gratefully received!ThanksBryn

6
zachary.king
Skilled Expert
1 year ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Ticket & Workflow Management

Workspace Workflow Automator not firing on Category change

Hi All - I’m working on a new FS instance and it has WS enabled by default.  I’d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I’m wondering if the different tiers are the problem.OR is FS not accepting the change from null to software as “Ticket is updated” for the event condition.AIM:  I’m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.Any assistance or other idea to achieve aim would be greatly appreciated.TYBryn

7
Daniel Söderlund
Skilled Expert
8 months ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Automations

FS Workflow Automator not displaying text?

I’ve raised a support ticket but I was curious to know if anyone else has run into this issue with their existing WF and whether they were eventually recovered?The issue appears to be limited to existing WFs and does not [thank the stars] appear to be causing a problem with the execution of the WFs. 

6
Daniel Söderlund
Skilled Expert
6 months ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Ticket & Workflow Management

Many blank rows get inserted when editing ticket description field

Many blank rows get inserted when editing ticket description field

9
J
Skilled Expert
1 year ago
B
Skilled Expert
BrynCYDEFSkilled Expert
posted in Share your Story

From Bryn: So long and thanks for all the fish!

Hi all - I just wanted to drop a short note here to say that I’ve accepted an exciting new opportunity with a different company so I won’t be using Fresh Service any longer.It’s been a real pleasure getting to know the class acts that so generously share their time and expertise here.  @alyssia.correa  thank you for running such a great forum!  This forum is what other SAAS forums should aspire to. Thank you for your help over the years!  I was glad to be able to help others in return!@zachary.king @afautley @Daniel Söderlund @eeha0120 - and many others whose handles I’ve forgotten! Here’s wishing you all the best for 2024 and beyond!!Bryn (You can still find me on LinkedIN - I’ll be updating what’s next for me later this month!) 

5
zachary.king
Skilled Expert
3 months ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Apps and Marketplace Integrations

Loving the change in ticket view but Display Department Properties has dropped to the bottom

Hi @rashmi.nag -- Like the title says, I am loving the change in ticket view - righthand sidebar (with its own scroll bar) stays locked while conversations scroll by and I don’t lose sight of the ticket properties.My 1 and only concern right OOB is that my favourite marketplace app Display Department Properties has dropped right down to the bottom of that righthand sidebar.Is there a way to get it back to the top? Thanks!Bryn

1
B
Skilled Expert
1 year ago
B
Skilled Expert
BrynCYDEFSkilled Expert
asked in Getting Started

Forum fail - cannot create posts with screenshots

forum fail BROKEN cannot create real post with screenshots @support 

0
B
Skilled Expert
1 year ago

Badge winners

Show all badges
Terms of UseCookie settings