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Topics started by mythumbsclick

8 Topics

M
Skilled Expert
mythumbsclickSkilled Expert
asked in Ticket & Workflow Management

Major confusion with CC function with Freshservice

Hi guysIm struggling to get to grips with the CC function in Freshservice and wondering if the community can help (after being none the wiser with Freshservice support)Email NotificationsMy testing has shown that CC’d users only get email notifications on the followingNew creation of a ticket that the user is CC;d to Agent replies to the ticket Comment by the requesterCC user does not get email notifications when an agent adds a public note to the ticket. Is this correct/by design?I have also noticed that when the agent replies, the email notification template used for the CC’d user is Agent Reply Template. This template is also used for replies to the requester. My Agent Reply Template has configured in the body of the email, the Private ticket URL of which the CC’d user cannot access. Is your Agent Reply Template configured with the public or private url? Please can you check this as I am not sure if i have deviated from the default that Freshservice set.Public ticket urlI have only

2
A
Skilled Expert
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Requester replying to an email sent from Workflow Automator

HiWe are using workflow automators for various tasks such as Employee Onboardings. 1 action within the onboarding workflow we use is to email staff from other departments notifying them of the new starter. For example, an email to the finance dept:“Hi finance team - here are details of a new user - please add them to the payroll system”What we have noticed is that if person being notified replies to the email, it creates a new ticket which is undesirable. Usually the response is along the lines of:“Thank for letting me know - i have added the new guy to payroll”Is there a clever way to handle this? The recipients of these emails sent from the workflow are not cc’d into the ticket or have any ticket visibility. they just get an email notifying them of the new user details. I would be fine with either a new ticket not be creating from these emails (i dont want to block email → creations completely) or somehow merge or add the email to the associated onboarding ticket.

5
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Assign to requester based on email address in description of ticket

HiWe have recently ‘pointed’ our Microsoft 365 security alert emails to Freshservice so that any critical alerts raised by 365 get logged in Freshservice and via workflow automation get assigned to the appropriate team etc. The emails come from office365alerts@microsoft.com so we have setup a generic Microsoft requester with that email address. This works fine.What would be ideal however is if we can actually assign the ticket to the actual requester in Freshservice that’s involved in the alert. In the Description of the ticket is the following example: An informational alert has been triggered⚠ User requested to release a quarantined messageSeverity: ● InformationalTime: 12/12/2022 10:00:00 AM (UTC)Activity: QuarantineRequestReleaseMessageUser: firstname.surname@company.co.uk This user corresponds to the requester in Freshservice. Is there any clever way I can assign the ticket to the requester that corresponds with the above in the description?Thanks

6
D
Top Contributor
1 month ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Workflow Automator - New User - Random Word Passphrase

HiI have a service request with Workflow Automator (AD on-prem integrated) to create the user. This works well and i have tested the Password Generator - Orch app to generate a password and this works fine. The problem i have is that we use a secure passphrase with 3 or 4 random words so users can cope with typing in for initial login before being forced to reset. It would be ideal if there were a way to Automate creation of a random passphrase.Do you have any suggestions on how I can achieve this?

8
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Analytics

Reporting on Company and Department Tickets

Hi AllRelatively new customer of Freshservice and still haven't gone live with users yet until we get everything setup how we want it.We sync requesters to Freshservice using the AD probe and AD attributes are populated with fields such as company and department. My company has multiple subsidiaries so i want the ability to report on companies and ditto for departments.My (possibly slightly stupid) question is this. Can Freshservice report on this natively? Can I run reports that pull in the requesters department or company from their Freshservice profile? For example: Total number of tickets logged for Company Contoso in March? OR Total number of tickets logged for department Marketing in March?My initial assumption was no, this isn't possible. So I created drop down fields for the Company and Department in field manager and then intended on Agents manually setting this dependant on who the requester is. But this feels like duplication to me as the requester already has these details

4
M
Skilled Expert
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Portal/Knowledge Base

Freshservice Paid for themes - Are you using them?

Hi GuysJust wanted to gauge what the up take on using third party Freshservice themes is. I don't have the coding skills (or time) to DIY it and really don't like the out of the box look so I am debating going with one of the Breezy Themes. Do any of you use Breezy Themes and can share any thoughts or opinions? Thanks!

5
Corporate Ladder
Top Contributor
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

New employee service request automations - wait for manual confirmation by agent

HiNew customer of Freshservice here. I have query with regards Service Requests. I have setup a service request for new user onboarding which is backed by an workflow automation to setup the user in AD, add to security groups and do a bunch of other cool stuff. Works well. The success of this process relies on accurate information being input by the requester (HR) filling out the service request form. Is there a way that the automations are not started until a member of the IT dept checks the service request first and then ticks a box for example to confirm they are happy for automation to be kicked off?

7
M
Skilled Expert
1 year ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Ticket & Workflow Management

Employee onboarding - scope additional stake folders to a group?

Hi AllOur Employee Onboarding module has been setup that a line manager logs the request, and a member of HR approves the request before the ticket is then logged. The problem i have had with this is that you can't scope a group to the "Add a stakeholder" section.The approval could come from any one person in the HR team - HR want to all be included in the approval email.I haven't figured out how to do this natively within the onboarding module so have scoped the process to a designated HR individual for now by:Adding "HR Individual" as a stake holder  Having a field in the form that captures the individual HR team member dealing with the request (Which is a look up for "Use FS Users as Source).  Modify Approvals - set this to "HR Team".Having a re-think about this, could i achieve what i am looking for by bypassing the approval in the employee onboarding module "Auto Approve Tickets and Skip Approval Emails" and then create a workflow that when an employee onboarding ticket is logged,

0
M
Skilled Expert
1 year ago

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