Visit Freshworks.com Visit Freshworks

Topics started by lulrichs

3 Topics

L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

How to set due date as custom onboard field?

I cannot, for the life of me, figure out how to set the due date on my Onboarding tickets as the date/time that is entered on the form.  I created a custom field to identify the new employee’s start date and time.I tried using the expression to capture the date & time, then set the due date using that expression, but it just simply not working.This can’t be as difficult as it’s turning out to be, someone help me, please!😅

6
suvashini.balashanmugam
Contributor
13 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Ticket & Workflow Management

Can someone help me with duplicate ticket creations?

Our company uses an MSP for our Service Desk and we do not have visibility or access into their ticketing system.  We purchased Freshservice as a means for the MSP to raise escalations to our teams within our company, so that we can manage the tickets that were escalated to us.  We do not use Freshservice like a normal customer-facing ticketing system, because all customer interaction should essentially go through the MSP, however on occasion we need to be able to involved.  Essentially, the Requesters on our tickets are the MSP Service Desk engineers so that they can get notes and resolution comments when we complete the ticket, so that they can follow up with the customer to ensure that it has been resolved.Because we use Freshservice this way, our subjects need to incorporate our MSP’s subject line, which is no problem, but I am trying to avoid putting the Freshservice Ticket ID in the subject because 1) I don’t want to confuse our customers (aka employees), and 2) the Ticket ID won

2
eeha0120
Skilled Expert
15 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

Business Agents and Onboarding?

I have a few different Workspaces set up because I want to make sure that all of our different areas for ticketing purposes are streamlined within different areas of the software.I currently have a separate HR Workspace set up mainly for Onboarding/Offboarding purposes.  Through the Onboarding Flow, I am going to have the ticket be created in that specific HR Workspace.  The following screenshot is to give you an idea of how it’s set up:We obtained the Business Agent licenses for these Onboarding purposes, because the HR/Training teams will only need to handle simple tickets/tasks.  The caveat here is that I’m unable to add them to an Agent group in the “Primary” Workspace (in order for them to raise the requests on the portal), because apparently Business Agents can’t be part of “IT” Workspaces.  But now, because they are technically “Agents,” I also can’t add them to a requester group!Am I missing something here??

1
L
Top Contributor
19 days ago

Badge winners

Show all badges
Terms of UseCookie settings