Visit Freshworks.com Visit Freshworks

Topics started by HeatherM14

4 Topics

HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Automations

Send approval email to email address provided on form

Hi all!We have a team where they want to send an approval request to a member of leadership team. This is not the Requester’s direct manager. We are thinking to have the requester provide the email address on the SR form. Is there a way to extract that email address to trigger the approval email in a workflow?I’m sure we could do this with a custom object but we do not want to have something we have to manually maintain as people come & go in the company. Maybe someday we will have this information populated systematically but not right now.I’m pretty new to using Freshservice so any guidance/input is appreciated. Thank you!

5
IgnasiAlvarez
Community Debut
7 months ago
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Automations

Is it possible to Print tickets/export to PDF via Workflow?

We have to provide tickets for SOX/GRC compliance checks and we would like to be able to automate printing closed tickets to PDF and then have them in an access controlled share folder for the audit team to look for the tickets for the users selected each quarter.I’ve been poking around and haven’t found a way to do this yet and checked in Marketplace for an app but haven’t come up with anything solid. Does anyone else do something similar?We know we could give temporary access to the system to the Audit team for them to look themselves but that’s something that management wants to stay away from if possible. 

5
PatrickMurphy
Skilled Expert
9 months ago
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Automations

Automated Agent Removal

Does anyone have a workflow they are using to alert their team when an employee with Agent access in Freshservice leaves the company? Right now it’s a pretty manual process for us. We currently use Workday as our HR tool.

4
J
Top Contributor
10 months ago
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Getting Started

Agent Group Business Rule issue

Does anyone have any suggestions or example business rules they would be willing to share around setting viewable groups based on logged in Agent groups? We have several agent groups and there is a lot of cross team visibility as observers. This seems to be impacting our business rules around setting viewable groups. We have a lot of different departments using Freshservice and don’t currently have Workspaces enabled (but hopefully soon). For example, the Finance groups don’t necessarily need to have the Agent groups for other technology teams showing so we have business rules limiting the groups they see.  Thank you!

3
zachary.king
Skilled Expert
11 months ago

Badge winners

Show all badges
Terms of UseCookie settings