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Using Freshservice

Using Freshservice

2107 Posts
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Skilled Expert
ggallawaySkilled Expert
posted in Automations
Use Freddy AI to build powererful ticket rules

It would be really interesting to be able to utilize Freddy AI to create some interesting rules such as the following:Verify that the agent asked a question in their reply before allowing the ticket to be changed to “pending”We often run into agents that place a ticket into pending, which triggers notifications to the requestor to respond but there are often times when there isn’t any direction on what the requestor needs to do. Essentially giving us a customizable version of the auto open rule that triggers if a requestor asks for something new in response to a ticket that is in the resolved status. (vs not reopening if they just say “thank you” etc)

611
Jovita Fernando
Community Debut
C
Contributor
chrirContributor
asked in Ticket & Workflow Management
Freshserivce Workspace Workflow Not able to set ticket properties

Hi,This worked fine before, but now it has stopped..I have a Workflow in each Workspace that is suppose to set Agent Group and Category based on the Requested Item on the ticket.I have this now:Ticket is raised → Condition: Requested Item is ITEM1 → Action: Set Group and Set Category I have confirmed that the Workflow is triggered by sending a test email to myself, including Placeholders to see if the Workflow finds the values I want to put on the ticket properties.

251
Jovita Fernando
Community Debut
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Analytics
Metric Comparison in Analytics

I am trying to create an Analytic report that shows assets on W11 vs W10.  I can create a table that shows the info, but not a percentage of assets on W11 in our environment.  Any ideas on how I can do this?  

295
Amrit Mishra
Community Manager
M
Apprentice
mpothenApprentice
asked in Automations
Use ticket automator to set due dates bases on create date

How do I use the Automator to set the due dates for certain tickets +3 days out from the create date (date ticket is raised)? I don’t see optons in the automator to do this. Do I need to write a script?  Essentially if ticket field = ‘x’ then set due date to create date + 3 business days. Something like that..Thank you!

1295
A
Community Debut
J
Apprentice
jwinn27Apprentice
posted in Apps and Marketplace Integrations
MS Teams Integration-Successes and Lessons Learned

Hi all,We are roughly two months since launching Freshservice within our environment. Leadership is pushing for MS Teams integration. If possible, can you please share your successes and lessons learned with building and launching the MS Teams Integration?  Josh

361
suryaprakashps
Community Debut
M
Skilled Expert
MacMurdoSkilled Expert
asked in Ticket & Workflow Management
Tasks - Create continuous reminders

Hi AllIs there a way of creating continuous reminders in tasks to the assignee until the task status is changed to complete, after the Due Date?Thanks

424
PriyankaRam
Community Debut
B
Skilled Expert
bzentnerSkilled Expert
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? 

1864
PriyankaRam
Community Debut
M
Apprentice
MikeyApprentice
asked in Ticket & Workflow Management
Restict Workspace options

Hi AllDoes anyone know is it possible to restrict which workspaces that agents can move tickets to, when doing a bulk update.I am able to restrict which workspaces the agents can send to from within the ticket, by using a business rule, but does not seem to work for bulk updates. 

421
Nazeer
Community Debut
azulakj
Top Contributor
azulakjTop Contributor
asked in Assets
FreshService API and advanced filters

Hello,Since there are some limits to the number of assets records you can retrieve while filtering with the API, does anybody knows if there is a way to make call that would return a list of assets whose names would be like XXX-AAA-% ? (%=any value)So far i can see that you can filter or search using exact matching value.Maybe this would be a good improvement idea to the API in the future ?

962
Nittannia
Community Debut
K
Apprentice
Kevin_SApprentice
asked in Automations
Azure DevOps | Get Servicerequest Content

Hello everyone,I would like to import a certain service request into DevOps via the app in Freshservice “DevOps tools”. Unfortunately, the content of the service request cannot be extracted and is only displayed as an empty field. Does anyone happen to have a solution for this?Many thanks in advance 

232
Nittannia
Community Debut
D
Apprentice
derek.axeApprentice
asked in Ticket & Workflow Management
receiving duplicate email notifications of incident creation

when an incident is opened, i am receiving 2 emails that are exactly the same at the same time. I am in a regular Agent group and an Escalated group. Could it because i am in 2 groups?  

332
Nittannia
Community Debut
Bosskbosskbaby
Apprentice
BosskbosskbabyApprentice
asked in Automations
Task complettion sends approval email

Hello all,One of our workspaces are wanting to have a workflow to send an approval email to a designated agent once a single task has been completed on the ticket. any guidance or outlines that could be provided would be appreciated. 

332
Daniel Söderlund
Skilled Expert
JoceLeco
Top Contributor
JoceLecoTop Contributor
asked in Analytics
Is it possible to clone all widgets from a single page to other pages simultaneously?

Hi everyone!Still new to Analytics and loving it!Is it possible to clone all widgets from a single page to other pages simultaneously instead of doing one widget at a time?Thanks,Mike  

587
JoceLeco
Top Contributor
D
Contributor
Dan UdellContributor
posted in Portal/Knowledge Base
Incidents and Services

Working in IT I am very familiar with the difference between incidents and services but many of our end users are not. When you arrive at the landing pages you see the links for report an issue and request services from an one of the teams Most users see the button for IT and just go there, Therefore defaulting to service much more than incidents.Is there any advise on supporting end users to log them right in the first instance rather than engineers spending loads of times correcting tickets

885
PriyankaRam
Community Debut
Satoko B
Apprentice
Satoko BApprentice
asked in Analytics
Need help on report

Hi All,  I would like to get a data for the tickets, that had not been response or no action taken since last response from agents. e.g. Created on last week(Or month), and no response is sent from agents over x days. How Can I get such number?  

231
Shiva shankari R A
Community Debut
CVerrier
Apprentice
CVerrierApprentice
posted in Assets
Assets and workspaces - a work in progress?

It feels like the relationship between assets and workspaces is only part implemented - with IT still treated as the favourite child.Assets can only be managed by IT Workspace users, but assets can be assigned to ALL workspaces - Why does IT have control over other departments assets? When assets are created and assigned to a business workspace - they still appear in the picklist on IT tickets assignments - why? Business Agents can’t create or even SEE assets created into their workspace - Why? Business Agents cannot associate an asset to a case (either on creation or edit), but there is an 'Assets' tab when viewing the ticket (with no link to add an asset) - why? IT agents CAN associate assets to tickets in the Business workspace - and they then appear for the Business Agent, but with no functionality - Why?I get that assets started life as a CI management system, with lots of toys for IT Teams, but other functions in an organisation have a valid use for Assets - Facilities being the

1152
wafflehousemenuu
Community Debut
babupers
Apprentice
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.

241
Shiva shankari R A
Community Debut
mjarzyna
Apprentice
mjarzynaApprentice
asked in Employee Workflows
onboarding - limit who can fill out the form

In our onboarding flow HR enters in a new hire request via the portal. Then an email is sent to the hiring manager to specify the access the new hires needs. For compliance reasons this has to be filled out by the hiring manager or above. We have recently found out that some manager have been forwarding the link to subordinates to fill out.  Is there a way to restrict that link so it can only be accessed by the hiring manager? 

792
Shiva shankari R A
Community Debut
jmalh
Apprentice
jmalhApprentice
asked in Ticket & Workflow Management
Capture Previous Solution Description

Hi Team, I need help in below requirement:How i can configure the workflow ? When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content. The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email). In actions there is no direct placeholder for the capture previous content for solution description.Please help. ThanksJM

181
Shiva shankari R A
Community Debut
The Center
Contributor
The CenterContributor
asked in Getting Started
Recent Activities changes

Recently, there appears to be a change to “recent activities.” It is a great feature that needs to be fixed to continue it to be a great feature to use.   The change recently that I have seen is that it is no longer readable or easily usable.    When opening recent activities at the top right it only shows a partial list when it could use the entire screen length.  The last activity is cut off and cannot even see the ticket that was recently accessed/replied.       The last version allowed users to Ctrl+Click to select each ticket and open them in a separate tab.   The current version; still allows the Ctrl+click and tab opening; but now closes the Recent Activity Tab after one click.  In order to open the next activity on the list; we now have to view recent activities which refreshes the list back to the top.  We can no longer just open 4 or 5 tickets easily from hours past to review.  Each time now just to review past responses or updates; now have to open the recent activities tab

421
Shiva shankari R A
Community Debut
kenneth.anderson
Top Contributor
kenneth.andersonTop Contributor
asked in Analytics
Ingested Email in Freshservice Analytics

Hi folks, hoping someone knows how to do this, as I am a bit stumped! We have a number of ingested emails that auto create tickets. We can see on the ticket, on the To: line, which email address the initial email had been sent to. We can even access this in workflow conditions.What I can’t figure out how to do is access this data via analytics. I’d like to be able to see a breakdown of which email accounts are ingesting the most tickets, and also to see if any tickets have been manually raised with a source of ‘email’ (aka, nothing on the To line)Not been able to work out if this is possible, and if it isn’t I do think it should be!

361
Shiva shankari R A
Community Debut
C
Apprentice
Captain PugwashApprentice
asked in Portal/Knowledge Base
Ability to hide a card/button in portal when a User is logged in (show card/button for logged off user only

Hi Everyone, I have a use case where a custom login button is required for two separate groups of users with help text below.I’ve successfully created using buttons and or cards, I now want to hide these when the user is logged in. e.g only show the login button/card and text when user is not logged in. Have tried to find something in the forum already, only thing that looks relevant has no replies. 

871
Shiva shankari R A
Community Debut
S
Community Debut
SolidCommunity Debut
asked in Assets
Services

How are other companies using the Services module?  We want to populate the services with the use of the probe and discovery agent so that changes are automatically updated; in addition to this they want the (on-call) rota to be incorporated somehow if possible as I got this message yesterday: “if the on call rota changes and you have several services covered by a team, are they expected to change it every week? would it also populate the services that are not covered by on-call? if it picked up a name from a field somewhere?” Be able to show information from the services pages to the requester, so if they select a service item in the catalogue and if there is corresponding service then it show information like hours of support, managed by team etc. somewhere on the service item.anyone doing this/is it possible? Thanks in advance :)

812
Shiva shankari R A
Community Debut
E
Apprentice
ExalateApprentice
posted in Apps and Marketplace Integrations
Exalate for Freshservice: A New Level for Service Management

We’re excited to announce the Exalate Connector for Freshservice! Our latest connector will foster collaborations between service, ops, engineering, and development teams. Any team that works with Freshservice can use this connector to synchronize with work management systems and ITSM solutions.   Why Exalate for Freshservice? When two teams collaborate, things don’t always go as planned. Misaligned communication, manual updates, inaccurate data, SLA breaches, and angry customers.  With Exalate for Freshservice, teams can automate and expedite ticket escalation between Freshservice and Jira, as well as systems such as Freshdesk, Salesforce, ServiceNow, Zendesk, and others.  Your team will no longer have to deal with context switching between platforms in order to obtain necessary updates and important business data. To add, all updates will happen automatically with high accuracy and in real-time.For organizations with service delivery staff that need to closely collaborate with develo

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E
Apprentice
D
Apprentice
david.sobeyApprentice
asked in Automations
Automate Status Page Incidents

Hi, is it possible to automatically raise a status page incident based on some other event?For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network

44612
Daniel Söderlund
Skilled Expert

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