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Topics started by shannon.mejia

26 Topics

S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics

CSAT Calculations

Not sure if I am just looking at this wrong, or what….I don’t think our CSAT scoring is calculating correctly.  We ask 3 questions on our survey with 2 of them being a 5 point scale and 1 of them being a Yes/No question.  Based on this image, if I add the total score and divide by the maximum score, this agent should have a 93%, but the CSAT is calculated at 3.75 out of 5 or 75%.  I am sure I am missing something but I cannot wrap my head around it LOL.  One of the tickets only answered 2 questions and not the 3rd, so not sure if this is impacting it, but the scoring doesn’t look right for any of my agents.  Thoughts?   

24
S
Skilled Expert
5 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

I need to open a child ticket once the parent ticket is approved.  Or maybe just change the status of the child ticket to open (from awaiting approval) once the parent is approved.   Scenario: we have some equipment in stock always and we pull from inventory and then order backfill.  So for those items, I need a child ticket to open to order the backfill.  I have the workflow to open the child ticket, but if the parent is in awaiting approval, i don’t want the backfill ordered in case the parent ticket is not approved.   Make sense?  Any ideas?

16
Arjun233
2 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in How do I....?

Additional portals

Is it possible to have a second portal even if you aren’t an MSP?  We have a need for a second portal for a specific user base.

16
S
Skilled Expert
9 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Portal/Knowledge Base

Kiosk Mode

We are new to Freshservice and we have like a walk-up Genius bar of sorts.  We want the end users to be able to put in tickets themselves when they walk-up to get help.  Anyone had success with something like this?  We will have an iPad, but the issue is the Portal has to be logged into by someone, so the requestor defaults to whoever is logged in.  Making it a bit confusing.  

10
S
Skilled Expert
8 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations

Task Due date Equals ticket due date

On our offboarding workflow, we have multiple tasks that open but we want the due date to be the date of the Offboarding date (question asked on service item form). We are able to make the Ticket due date the Date on the form, but I cannot get the tasks to be that date.  I have used the “due in/by date is ticket date” but it doesn’t set the due date that way.  I have moved that action to before the task is created, to after.  Nothing is working.   Any ideas?  

8
S
Skilled Expert
9 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Ticket & Workflow Management

Response due not needed for Agent opened tickets

I have looked through the Community and haven’t found answers on this yet. Has anyone created a rule/process where if the ticket is opened by an Agent, the response SLA is met?  Basically, if my IT staff opens the tickets via a phone call, then the ticket still requires a response via email or public note.  That seems redundant since they talked to the customer to open the ticket.   Thoughts?

6
S
Skilled Expert
9 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Assets

Purchase Order Number Question

Anyone know if it is possible to change the “Order Number” schema for the Purchase order module?  We don’t want it to start with “PO” as this will get confusing with our actual Finance System PO.  We are going to use the Purchase order Module in FS to track requesting POs from our finance system, so we want to change this schema to not be PO but maybe order number or something.  

6
S
Skilled Expert
6 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations

Updating Parent Ticket based on Child Ticket Status

I need to update a parent ticket status once the child ticket is set to resolved.  I cannot figure out how to do that in the workflow.   Any ideas?

6
S
Skilled Expert
1 month ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Portal/Knowledge Base

Linking Solution to ticket

We are testing out Solutions.  I do not see a way to link the solution to the incident as the resolution.  How do you do this?

5
eeha0120
Skilled Expert
8 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations

Add 2 weeks to a Separation date

On our offboarding tickets (we aren’t using the offboarding module currently), we have the due date to equal the separation date in our WFA.  The issue is then when the tasks kick off they are basically late.  I wanted to be able to say due date is separation date plus 2 weeks.  I thought about creating a hidden field and then using the scheduled WFA to update this hidden field with the separation date plus 2 weeks date based on an expression, but I am getting an error.  TThis is the start of the workflow:and this is the expression for the “plus 2 weeks” part:  Where am I off? Thanks!

4
eeha0120
Skilled Expert
6 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations

Supervisor Rule - Adding Tag to trigger

I noticed in a lot of supervisor rule posts it says to add a Tag to mark the supervisor rule did the thing.  I wanted to use that to prevent the rule from running again, but I do not see an option for a conditional being about tags.  So how do you prevent a rule from running again on the same ticket?

4
S
Skilled Expert
6 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics

Analytic Reports on Main Dashboard

I have a report built in Analytics, but I want to show some of the widgets from the report on the main home screen dashboard.  Is that possible?  How do I do that?

4
Surbhi
Community Debut
1 year ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Portal/Knowledge Base

Knowledge Categorization/Folder Structure

For those using Knowledge, would you share your categorization structure?  We are getting started and I need some idea :) Thanks!

4
Tony Gambino
Skilled Expert
7 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Ticket & Workflow Management

Adding Text on Ticket Page in Portal

I want to be able to add custom text under the “Report an issue” on the ticket form on the portal.  It is all HTML though it seems.  Any easy way to do this?  

4
azman
Community Debut
3 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Getting Started

Adding Decription to List view

Anyone had any luck adding “Description” to the Ticket List view instead of or in addition to “Subject”?  

2
eeha0120
Skilled Expert
11 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations

Supervisor Rules - Prevent it to kick off

I have a rule which is working where if a customer replies and a ticket is in pending, it will reopen the ticket if it has been more than XX hours (we haven't decided how many hours).  This is working.  The issue though is if the agent replies and puts it back in pending status, the rule kicks off again, not recognizing the agent replied.  How do I get it to recognize the agent reply and not re-kick off the rule for this ticket?  

2
eeha0120
Skilled Expert
6 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Getting Started

IT Only Requestor Group

I want to make a service item visible only to IT, but IT aren’t requestors, so I cannot figure out how to make an IT Only requestor group.  Any help?  It seems like this would be a common thing and I am just missing it.

2
S
Skilled Expert
10 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Getting Started

What is a "Response"?

We are new to Freshservice, so I apologize for a very elementary question.  For the SLA Response Time, what constitutes a response?  We have incidents we have added a note and assigned an agent, but still shows pst due on response.  I am not sure what trigger marks it as “responded”. Thanks!

2
eeha0120
Skilled Expert
11 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Assets

Conditional Questions on Service Item

We have questions on our Service Items and want to trigger other questions based on the answer to those questions.  I know it is possible, but cannot figure out how to do that?  Can anyone help?

2
Daniel Söderlund
Skilled Expert
11 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Portals, Emails & Other Channels

Only Specific Service Items showing in Portal

We want to simplify the Portal for certain users and limit the service items visible to them.  We don’t want to restrict those items for other groups, so I cannot say “only visible to” option because it needs to be visible to everyone, but for this group limit only seeing a subset of the service catalog?  Any ideas? For example, for our walk-up Radio shop, we want the service catalog for those users logged in to only show Radio items.  

0
S
Skilled Expert
9 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Getting Started

Sandbox Management

We are new to Freshservice and we have 3 admins.  We have been thinking about how we can be sure the Sandbox isn’t overlapped with the other admins making changes.  There is no way in Freshservice to see who created the Sandbox and who is working in it.  How do you guys manage the Sandbox with multiple admins?  I want to ensure we don’t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.

0
S
Skilled Expert
11 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics

Overdue Metric report in Analytics

I am trying to create a report that will show me current unresolved tickets that are overdue.  There is not a metric filter for overdue or SLA Violated.   I looked at this question, but the filter proposed isn’t there anymore.  Any ideas?  

0
S
Skilled Expert
2 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Ticket & Workflow Management

Workflow Routing

I think I know the answer on this, but coming to the community to see if anyone else has any ideas.   We have many custom workflows based on the service item selected.  We have a general workflow that will update the details of a request (priority, impact, urgency, etc) and assign it to a group for all other service items that are not part of any other custom workflow.  We have a custom object table setup for all our service items that list the group to assign it to and approvals that may be needed.   If a request comes in for a service item that has a custom workflow, the ticket goes through both the custom workflow and the general workflow, causing issue with approval routing.  The only idea I can come up with to prevent this is to exclude those service items that have a custom workflow in the general workflow.   Any other ideas to prevent this?

0
S
Skilled Expert
6 days ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in IT Operations Management

Customize team Dashboard

I am an Admin on our Freshservice.  I created a dashboard and assigned it to one of our Agent Groups for the Group Manager to be able to edit and make a Team Specific Dashboard.  The manager has a Supervisor Role.  He does not have an edit option for the dashboard.  What permissions are needed to edit and customize a dashboard?  This is not the analytics, but the dashboard  

0
S
Skilled Expert
8 months ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics

Custom Field in Analytics Group By

I have custom fields in a CI Type in Assets and need to use that for a group by in Analytics.  I am able to get the custom field to show as a filter, but not a group by.  The field is a single line text field.  Any ideas?  I reached out to support, but they are at a loss and need to escalate the ticket….  

0
S
Skilled Expert
4 days ago

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