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bzentnerContributor

asked in Ticket & Workflow Management

Does the Freshservice Work Schedule impact the auto assignment in Agent groups

After setting up Work Schedules for my users, I expected ticket auto assignment to only assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were: Create Business hours for the Agent Group (8a - 8p EST) Create Business hours for each shift (Early Shift 8a - 5p EST & Late Shift 11a - 8P) Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users. Created Work Schedules for each shift with their business hours set to their appropriate business hours. Added the appropriate agents to each Work Schedule. The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to. Did I miss something in the configuration?

TintinSkilled Expert

asked in API and Webhooks

Hi, How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date? We need to integrate this in Power BI tool. Thank you,

paula.kirbyContributor

asked in Analytics, Reports & Dashboards

Analytics report on Agent activity

I need to be able to report on activities created by Agents. Filters should be by Agent, Date and clientHeader level is fine but i need to be able then drill into the ticket id to view the content Is this possible or can it be added as an enhancement request please

PauloFreedXApprentice

asked in Analytics

CSAT only on Rated Surveys

Hi all I am configuring my analytics dashboard for conversations now, the “satisfactory conversations” widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric. In all other organizations I have worked before, CSAT % is only calculated the replied surveys, that is:If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1/2)*100 = 50) The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1/100)*100= 1 I’ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a very basic Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the t

babupersApprentice

asked in Project and Workload

Project Management API error

I am trying to call api/v2/projects api endpoint to work on Project Managment from API. But I am getting the following error.Note: I am in the Enterprise plan.Can some one help, please?Thank you.

martinj_ukApprentice

asked in Ticketing & Agent Productivity

400 note limit (private & public) interactions

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

ITservicedeskTop Contributor

asked in Ticket & Workflow Management

Employee Onboarding - Assign Reporting Manager as the requester for Service Request

We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.

Kevin_SApprentice

asked in Ticket & Workflow Management

Complete Task with diffrent Status

Hi,so i created a new Status for Tasks, “Not Required” but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status “Not Required” is set. Only if the Task Status is “closed”. I tried it with workflows, but there is no option to Automatically close the Task based on Status. Kind regards,Kevin

Khalid_RagyContributor

asked in Analytics

Freshservice analytics tool delta figures

Greetings everyone I was wondering about these green figures underlined in red and what they mean. I have gone through a lot of documentation here on freshservice but I couldn’t find any answer. If anyone could provide me with an answer, that would be great!

andersreveApprentice

asked in Analytics, Reports & Dashboards

Creating a Rolling Ticket Volume Report in Freshdesk Analytics

Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!

laganisContributor

asked in Portal/Knowledge Base

Do you find the text background colors inadequate?

Hello to everybody,since the last upgrade of FreshService and FreshDesk I’m wondering if there is anybody besides me who finds the predefined text background colors inadequate. I’m refering to the WYSIWYG editorThe palette of colors is too vivid and contrast. There are no light colors.These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.See the picture below to get an idea of what I mean?Does anybody know if there is a plan to enhance that or even switch it back to the previous version?Kind regards

lschiebelApprentice

asked in Automations

Keywords on incoming emails or a way to edit ticket description?

We’ve been using Freshdesk for several years for ticketing.We’re getting a new RMM tool and one of the features is users can submit a ticket from the RMM tray icon. This sends an email to our support address, which in turn creates a ticket in Freshdesk.The RMM tool includes a bunch of client device info in the body of the email, in addition to the users entered description of the issue. This includes stuff like computer name, logged in user, IP address, etc.This is great info to have, but it all is now part of the ticket description, so users can see it if they come into freshdesk, or if an agent replies, it’s included in the reply. It’s not super private info, but it’s a lot of info and there is no need for end users to see it.We’d love to find a way to have this info identified and either moved into a private note or a custom field, and remove that text from the description.I’ve been able to use an automation to have it copy all this info into either a note or custom field (it just c

joestractApprentice

asked in Automations

Creating a Child Service Request Webhook

Testing adding a service request child ticket to an open service request ticket in the sandboxUsing Web Requests in the sandbox automater to create a child service request ticket.pulling information directly from the freshservice API websitehttps://api.freshservice.com/#create_child_service_requestTesting the web request, I always get this error message no matter what email address or information I put in the email field.

JoDelApprentice

asked in How do I....?

See important Company info on the ticket

Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.How do we identify these companies when the agent opens the ticket?If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.

jibsan94Apprentice

asked in Automations and Workflows

How affect VIP to Company members?

Hello,I wish to know that when I set a Company as VIP, how this affects the tickets received and also I want to know if the Contacts of that company has an special treatment?Greetings!!!

EmFitz02Apprentice

asked in Contacts and Account Management

Software Contracts

I am adding numerous Software Contracts as I want to be able to report on the license compliance per software entry.When adding software contracts you have a section called Item and Cost details, if you add multiple lines of items (different license products) will those items and quantities by picked up within analytics overview of software reports, or would I have to add a software contract for every software item. I am asking this because we have a large Microsoft agreement with over 15 software items within it and I would like to group those items together within 1 contract instead of adding them individually and still be able to report and have visibility on the license quantities.

Brian RApprentice

asked in Apps and Marketplace Integrations

Workday to Freshservice connector

is there anyone that has implemented the workday connector? We are looking at the connector tool and would like to automate as much as we can between the two system for our onboarding but it looks like we would have to adjust our onboarding module. If you have setup the connector, how did you configure in the onboarding recipe flow in the onboarding module?

laganisContributor

asked in Ticket & Workflow Management

Custom Field validation for tickets and/or service requests

Hello,There is a similar topic posted by jhanna a year ago.Unfortunately the answer that was given doesn’t solve my issues.Let me explain my situation...I’ve created a service request with custom fields.I’d like to validate those fields before the service request is being sent and validated within the Workflow Automator.I’ve tried using the Business Rules functionality, but it doesn’t offer what I’m searching for.I’d like to check the entered string with such logic:LENGTH(string) > 3 and LENGTH(string) < 9 string may contain 0-9 and some special characters such as minus or underscoreIs there a way to accomplish that in FreshService?Maybe by runing the Workflow Autmator before rising a ticket..?Thank you in advanceKind regardsPeter

McLApprentice

asked in How do I....?

Looking to limit form fields based on user permissions

Looking to use dynamic forms to only show certain fields based on logon id… Meaning, if a user logs in and that user has a tag (or can use another field) allowing them to see certain data we would show that selection on the form…. But if they did not have permissions we would not… Is this possible?example - customer A is allowed to see a list of customers they supportcustomer B is not allowed to see that list of customers because they have a different role. Is there a way to do this?

jcasc93Apprentice

asked in Automations

Other's visibility for Scenario Automations

Hi there, I am facing an issue that I am not sure how to solve after trying many different ways, especially with roles.For instance, we have created many scenario automations in Freshservice and they are all available for agents in group ‘Whatever name’. Now, we have add ‘Matilda’ as observer of this group (she is not part of this group) so she can see reports, tickets, etc from this group ‘Whatever name’. The problem comes when Matilda has her own scenario automations available only for herself, but now because she is an observer of the group, she can also see and use the group’ scenario automations. How can we stop Matilda from having available the group Whatever name scenario automations?I hope I explained myself, if you have any suggestions will be really appreciate it.Thanks in advance.

TintinSkilled Expert

asked in API and Webhooks

API Freshdesk to Power BI

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin

mikefirstaidApprentice

asked in Contacts & Companies

New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created. But now it doesn’t use the full name, but rather the 1st half of the email address. Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name. So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

MKFishApprentice

asked in How do I....?

Date Field = Today will create a private note

I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this?

rubens77Apprentice

asked in Ticketing & Agent Productivity

Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available?

osadApprentice

asked in Ticketing & Agent Productivity

problem with sending attachements/screenshots

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

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