Using Freshservice

✨ This week on Freddy Fridays: All about our recent Freddy Copilot webinar! ✨Freddy Fridays

Hey Freshservice Community!Freddy Copilot is transforming the way IT work is done. The customer conversations we witnessed in our recently concluded webinar were a testament to this - here’s a quick roundup for you! 🎉Last week, we concluded our webinar titled Elevate IT Performance with the power of GenAI. Firstly, thank you for bringing significant participation and an engaging audience to this session.Here are all the resources you’ll need:🗂 Slideware🎥 On-demand Recording💡 More on CopilotNote: If you’ve expressed interest in a Freddy Copilot demo or the free Freddy Copilot trial in this webinar, our teams will contact you soon. Stay tuned! Meanwhile, you can sign up for a personalized demo here.🙌PS: Watch this space for more engaging insights around Freddy Copilot! 🎊CheersAnupama Phal

550

5 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡 This week on Freddy Fridays: generating high-quality help articles in a snap✨Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we highlight another GenAI innovation - the Help Article Generator! 🌟 🤔Did You Know? According to the analysis done by the Freshworks Value engineering team, customers can save up to 65% of time in creating help articles. 🤔How is this done? The Help Article Generator aids agents in creating comprehensive help articles and FAQs with ease. By pulling from context publicly available information sources and existing tickets, it can draft quality content in just a few prompts. 🤔When would you use it?Creating self-help articles can be time-consuming. However, agents need to populate the knowledge base with detailed help articles and FAQ documents to empower employees to find answers through self-service without always relying on the IT service desk. These articles also ensure that Virtual agents and Reply Suggesters find relevant information to function effectively. 🤔How does it help?1. Speedy Drafts: Reduce the time spen

220

6 months ago

anupama.phalCommunity Manager

published in AI & Bots

This week on Freddy Fridays: ✨ Explore the Latest Innovations in Freddy Copilot! ✨Freddy Fridays

Hey there!In this week’s edition of Freddy Fridays, we spotlight our latest innovations that elevate your service operations game. 🤔 What’s New with Freddy Copilot?Improved Reply Suggestions & Help Article Generation: Our AI now crafts response suggestions and help articles using the existing ticket context. Enhanced Ticket Field Suggestions: Compare suggestions with current field values for more accurate ticket assignment. Multilingual Similar Ticket Suggestions: Detect and correlate similar service requests and incidents with higher precision across different languages.🔮 What’s coming up?Translator: Translate incoming tickets to better support your global workforce. Stay tuned! 📅 Curious to know more? Join us on June 27th!Want a live walkthrough of these features? We’re hosting a session packed with live demos, exciting updates, and best practices so you can get started immediately. 🚀 Don’t Miss Out!Save your seat and register now to see how Freddy Copilot can boost your serv

420

6 months ago

anupama.phalCommunity Manager

published in AI & Bots

📊 This week on Freddy Fridays: Introducing Freddy Copilot Reporting 🚀Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we spotlight one of our latest enhancements: Freddy Copilot Reporting 🎉 🤔Did You Know? Freshservice customers experience an impressive 39% reduction in average resolution time. Curious about the impact of Freddy AI on your own operations? Freddy Copilot reports are here to provide the insights you need. 🤔What is Freddy Copilot Reporting? Freddy Copilot Reporting offers a detailed analysis of how your agents utilize Freddy Copilot and its impact on service desk KPIs. With these insights, you can measure the business benefits of integrating Freddy AI into your daily operations. 🤔How does it work?Track Feature Usage: Monitor usage for Freddy Copilot features that your agents are leveraging. Impact Metrics: Analyze the enhancement of key service metrics, including employee satisfaction scores, average resolution time, average first response time, and first call resolution time.🤔Where can you find it?Navigate to your Ana

1260

6 months ago

anupama.phalCommunity Manager

published in AI & Bots

💡This week on Freddy Fridays: crafting perfect ticket responses in an instant ⚡Freddy Fridays

Hey there!Welcome to this week's edition of Freddy Fridays, where we shine the spotlight on one of our recent GenAI innovations - Reply suggester🎉 🤔Did You Know? Freshservice customers are enjoying an impressive 39% reduction in average resolution time. The secret? Reply suggestions powered by Freddy Copilot! 🤔What is Freddy Copilot? Freddy Copilot is your ultimate assistant, helping agents draft responses instantly. It intelligently pulls content from help articles and existing tickets to generate ready-to-go responses with just a click. 🤔How does it work?1. Open Your Reply Box: Navigate to where you draft your response.2. Click 'Generate Response: Let Freddy work its magic.3. Voilà!: A perfectly crafted response is at your fingertips.Learn more Customers like Porsche use Freddy Copilot to supercharge their agents' productivity and enhance customer satisfaction. 🚀Time for you to join the AI Revolution! Don't miss out on the efficiency boost. Sign up for a demo today and see Fred

330

6 months ago

anupama.phalCommunity Manager

published in AI & Bots

Introducing Freddy Fridays !Freddy Fridays

Hello Freshservice Members !Freddy Copilot is here to transform the way work is done in IT Service Management. We’re thrilled to bring you the Freddy Fridays series, where we’ll share valuable insights, feature highlights, and key updates on recent Freddy events to help you leverage Freddy better! 🙌 So, this week we concluded our webinar titled Unlock Productivity with Freddy Copilot and we loved hosting you! Firstly, thank you for bringing in great participation and being a very engaging audience in this session.Here are all the resources you’ll need:🗂 Slideware🎥 On-demand recording 💡 More on CopilotIf you’ve expressed interest in a Freddy Demo in this webinar, our teams will connect with you soon, stay tuned!PS: Watch this space for more engaging insights about Freddy Copilot!CheersAnupama Phal

920

7 months ago

radhika.narayananSkilled Expert

published in Apps and Marketplace Integrations

Experience conversational, zero-touch IT support with Freshservice + Microsoft Teams 🤖Blog

Hello everyone! Welcome to the first episode of "Appsolutely Connected With Freshservice" – your ultimate guide to top apps that can supercharge your service desk efficiency. 🛠️💼Today, we're diving headfirst into the exciting world of Freshservice + Microsoft Teams integration. Get ready to discover how this duo can take your service desk to the next level!🤝🌟🌟The challengeIn the digital age, employees expect instant help and self-service options, just like in their consumer lives. From online shopping to virtual assistants like Siri or Alexa, they've come to demand a seamless experience.This shift in consumer expectations has significantly influenced their demands regarding IT support within the workplace. They want the same instant assistance and self-service capabilities, and traditional IT service desks may not always meet these expectations.💡Modern problems require modern solutionsOrganizations are embracing chatbots and AI-powered Virtual Agents to meet employees' high expec

3184

9 months ago

radhika.narayananSkilled Expert

published in Apps and Marketplace Integrations

Enable fast, secure, and reliable remote support with Freshservice + TeamViewer👩‍💻🌍

Hello folks!👋🌟In this episode of "Appsolutely Connected with Freshservice," we're diving into the crucial realm of remote IT support, a challenge many organizations face as the world embraces remote and hybrid work environments. 🌍⏰How can IT professionals swiftly diagnose, resolve issues, and provide top-notch services without the luxury of being physically present?Enter Freshservice + TeamViewer, the integration duo designed to provide reliable support and services without interrupting productivity. 🌟How does this integration work? Remotely Access and Control Devices: The Freshservice + TeamViewer cross-platform solution empowers IT agents to swiftly access and control any employee's device. No more downtime - technical issues are resolved within minutes. Real-Time Guidance for Applications: Provide employees and end-users with instant guidance for configuring and using corporate applications. No more waiting for support - see productivity soar with real-time assistance. Smooth O

1522

1 year ago

radhika.narayananSkilled Expert

published in Apps and Marketplace Integrations

Improve asset identification with Freshservice + Asset Label Designer🏷️✨

Hello folks!👋🍂Coming out of the Thanksgiving feast and diving back into the tech world? We've got a post-turkey treat for you on this episode of "Appsolutely Connected with Freshservice" — your go-to guide for apps that turbocharge your service desk efficiency. 🛠️Ever had that sinking feeling when your inventory doesn't quite match the records? You’re juggling a ton of tech assets everyday—computers, servers, gadgets, you name it. Keeping tabs on them all can be a bit like trying to catch a swarm of bees—chaotic and prone to a few stings.So, how do you ensure every device is easily recognizable, data accuracy is at its peak, and operations run seamlessly?Freshservice + Asset Label Designer provides a visual, scannable system, streamlining operations and ensuring precise data for informed decisions and IT compliance.🏷️🌟What can you achieve with this integration? Efficient and Accurate Asset Identification: Improve data accuracy by labeling assets with barcodes. Automation of data c

2301

1 year ago

neharika.sundarTop Contributor

published in AI & Bots

Gain visibility into service operations with Generative AI-powered Freddy insights (Beta)

Hello Freshservice Members !!As IT leaders, are your decisions slowed down by creating and managing reports?Do you wish you had access to quick insights without scoring through tons of reports?Well, Freddy AI is here to help - with the power of Generative AI!With Freddy insights (Beta), get the right insights at the right time in a conversational way. With volumes of service desk data available at Freddy AI’s disposal, it can identify key trends, anomalies, and insights to flesh out and highlight so that proactive measures can be taken immediately. All this while not managing bulky reports - just ask Freddy AI for insights, and you will get them instantly.Here are the Freddy insights capabilities you can explore for free during the Beta period on the Pro and Enterprise plans: ✅ Explore auto-generated insights and take action with Proactive InsightsTo run an operationally efficient organization, it’s important to drive informed decisions while spending optimal time and resources on sour

2985

1 year ago

AnushaCommunity Manager

published in Major Incident Management

Watch on demand: A deep dive into Freshservice Major Incident ManagementWATCH ON DEMAND

Well, hello there!Thanks for navigating to this nook in the community! It’s quiet right now… but I bet it’s bound to get very busy very soon, thanks to you and all other community members keen on minimizing the business impact of major incidents.Happy to share the watch-on-demand page for the webinar, ‘A deep dive into Freshservice Major Incident Management’ held on June 27, 2023. Watch-on-demand 👇🏼 Hold on! There’s more. We’ve received tons of questions since the Beta launch of the module, which we’ve sorted and compiled into this handy FAQ list.Check out » Frequently asked questions about the Major Incident Management moduleStill have questions?Write to fsitom@freshworks.com and we’ll be happy to listen to your feedback!Ciao 👋🏼AnushaPS: Bookmark this section coz there’s lot more useful content lined up ;)

2142

1 year ago

rashmi.nagCommunity Manager

published in Apps and Marketplace Integrations

[Poll Time] Which Marketplace App for Freshservice would you like to learn more about?

Hello!As we look into planning for the next year, we’d love to hear your thoughts. Take a few second to answer the poll below.Feel free to comment below if you have requests for apps that aren’t mentioned here.Bonus: Also share how your holiday plans are looking like! 🎄🎁🥂

3384

1 year ago

AlexshafiApprentice

asked in Automations

Issues with Freshdesk Automation Rules Not Triggering?

Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated!Thanks in advance!

41 minutes ago

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?

2939

47 minutes ago

nexthouseApprentice

posted in Getting Started

Discover Nexthouse Dubai – Redefining Hostel Living in Dubai!

Are you looking for stylish, budget-friendly accommodations in the heart of Dubai? 🌟 Look no further than Nexthouse Dubai, the most famous hostel chain in the city!Whether you're a traveler, student, or professional, Nexthouse combines affordability with luxury in prime locations across Dubai. Here's why guests love us:✅ Prime Locations – Stay near iconic spots like Burj Khalifa, Dubai Marina, and JBR Beach.✅ Modern Amenities – Capsule beds, high-speed Wi-Fi, personal lockers, gyms, swimming pools, and more.✅ Vibrant Community – Meet fellow travelers in shared spaces like gaming rooms, co-working areas, and living rooms.✨ Rated 8.4/10 by over 10,000 guests!Visit nexthousedxb.com to learn more or book your stay today!#NexthouseDubai #TravelSmart #DubaiLiving

2 hours ago

bthomas_directApprentice

posted in Employee Onboarding

Powershell Orchestrator for Azure AD

Hello everyone,I’ve been using FreshService Workflows for a little over a year now and have started hitting limitations with processes related to Employee Onboarding and Offboarding. Since we are 100% cloud-based and don’t have an on-prem AD, the AD PowerShell app is not an option for us.I’m facing challenges with tasks that can be easily accomplished through PowerShell modules but are not supported by the current Azure AD orchestrator, such as:Managing shared mailboxes Updating membership for mail-enabled security groups Hiding accounts from the Global Address List (GAL) Other advanced actions available in PowerShell modulesUnfortunately, FreshService’s Azure AD orchestrator falls short, covering only about 50% of our onboarding and offboarding processes. For the remaining tasks, we still have to manually access Exchange Admin and Entra AD, which is far from ideal.I’ve reached out to support to ask if an Azure AD PowerShell orchestrator is in development, but I haven’t had any luck so

11 hours ago

oliveeetayylorrApprentice

asked in Getting Started

How do I change a webpage’s font & colours in Chrome browser?

Select the Menu button in the top-right corner of the browser window or press Alt + F on your keyboard. Select Settings. Click Appearance on the left-hand side then click Customise fonts on the right.Fonts Sonic

13103

11 hours ago

rljoshApprentice

asked in Automations

Auto-reply stopped working

We have an auto-reply email that is sent on the creation of each new ticket. It looks like it stopped sending replies a few weeks ago, and we haven’t made any changes at all. I have looked at the rule, it is enabled, and seems like it should be working.The only thing I can think of that changed is we removed one account from our organization.Any ideas of how to get it working again?

3 days ago

a.habgoodApprentice

asked in Automations

Triggering Workflow Automator on existing ticket.

Hi Freshworks Community!We use Freshservice.I need help on finding out if its possible for an agent to trigger a Workflow Automator on an existing Request ticket. We use this primarily for when our users request hardware items and we need to pass this information over to Sharepoint list when the agent has ordered the hardware and prepared it for pickup by the user.I have setup a “Trigger Webhook” function to pass information about the ticket (Requestor, Ticket number etc) to PowerAutomate. We use the data from Freshservice to a Sharepoint list.What I have setup so far is when an agent “adds an item” to an existing ticket it triggers the following Workflow Automator: The above works fine however we are stuck when the ticket has an an approval at any stage (as required by our organisation) and therefore the agent cannot add an additional item because Freshservice does not allow the agent to add an additional item to the ticket when there is an approval. We have tried triggering based on

1034

3 days ago

damian.lofthouseContributor

asked in Analytics

Analytics Report grouping by Multi Dropdown

I have a multi-dropdown form field for my Incident tickets. Contacts can choose one or multiple values to tell us which parts of the system are impacted by the incident. I am trying to generate a graph that will give me a count of tickets for each value in this multi-dropdown, but I am unable to find the field in the ‘Group By’ on the widget builder. I have experimented by adding more Multi Dropdown form fields and none of them appear as Group By options, but normal dropdown fields do. Has anybody been able to create an Analytics chart that provides a count of tickets for each value in a Multi Dropdown form field, similar to how I can group tickets by ‘Tag’? PS. On a related note, these multi dropdown fields are not appearing in my Ticket view, so I am unable to create a filtered view using them either.

rfrutigerApprentice

I have been working on a workflow adding and removing blocks, but now it is kind of a mess with extra long connections to between blocks, or blocks where I removed a decision and kept the no decision. I don’t seem to be able to resize any of the connections or move the blocks around on the board. Am I missing something, or is the only way to reorganize this workflow to start over and not make any mistakes along the way?

854

4 days ago

johanjaniApprentice

asked in Apps and Marketplace Integrations

Enhancing Functionality and Overcoming Challenges in Third-Party App Integrations

In your experience, how do app integrations with third-party services improve functionality, and what challenges have you faced when integrating these services? Share specific examples or tools you've found helpful.

6 days ago

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

1067

7 days ago

Kamakshi VCommunity Manager

published in Automations

Product Review Webinar with IT Expert, Rishikesh LakshminarayananASK THE EXPERT - IT/ESM

Hey Freshworks Community Fam! I’m really pleased to announce our next Product Review Webinar with our IT Subject Matter Expert (SME) @Rishikesh_L on Wednesday, October 25 at 9:00 p.m. IST | 5:30 p.m. CET | 8:30 a.m. PDT. This Product review session will cover the transformative power of Freshservice Orchestration - unveiling the symphony of automation! But first, I’d love to introduce Rishikesh and share a little more about him below: Rishikesh LakshminarayananProduct Specialist Freshworks Rishi is a Product Specialist at Freshworks where he specializes in Freshservice. He has two years of experience supporting small and enterprise organizations in implementing solutions across ITSM, ITAM, and ITOM, with an inclination towards automation using Freshservice. Outside of work, Rishi is an avid reader, a passionate filmmaker, and a skateboarder. Please drop in some of your questions ahead of the session so Rishi can take a look and we look forward to seeing you live at the session! In ca

13610

7 days ago

Eric Austin MillerApprentice

asked in Apps and Marketplace Integrations

Teams Integration Diagram

Hi all, Our InfoSec team requests a Teams Integration Diagram to understand how the integration works with Freshservice. So far I’ve been unable to find anything on this. Anyone else have any ideas?Thanks, Eric MillerUTIMCOemiller@utimco.org

271

7 days ago

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