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3 days ago

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Using Freshservice

Using Freshservice

Using Freshservice

1648 Posts

JoeSApprentice

asked in Employee Onboarding

FreshService -- No Source filter for Onboarding?

Hi all,I would like to see only tickets having to do with Source=Onboarding. So does the filter not allow that for some reason?

aaron_jhgTop Contributor

asked in Ticket & Workflow Management

View more tickets

Is there anyway to increase the ticket view ? At the moment you can only see a maximum of 30 tickets, but it would be usefull to see more (50/100/250) etc as is standard with most things?

mark.utherApprentice

posted in Portal/Knowledge Base

Moving other departments to Fersahservice

Good MorningWe are looking at having other departments outside of IT start to use Freshservice to capture their support requests.I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?Do you use a portal or one email address so just rules for multiple email address?

robinmApprentice

asked in Automations

WebHooks called on update and private note added

I created two webhooks, but how do I conditionally send either one? Or at least disambiguate and update that is going to be called by private note added? Under the Ticket Updates sectionI added one webhook to catch general updates which is good and then I added another webhook to only trigger when a private note is added which works as well The issue is that when the only change in the ticket made is a private not is added it sends the update ticket as well, but I want to exclude the general update webhook when the private note webhook is added. How do I do this? I tried looking in the event and properties, but I can’t find a combination that will allow this. Am I missing something?

corndoggyApprentice

asked in Portal/Knowledge Base

How to hide an entire section on support portal depending on requester group

I'm looking to create a dedicated section on my support portal featuring onboarding and offboarding cards exclusively accessible to HR department users.Currently, utilizing the Service Management - Employee Onboarding configuration allows me to conceal the onboarding/offboarding cards for individuals outside the designated contact group. However, I want to extend this capability to hide the entire section.The reason I want to hide an entire section is because I intend to customize the cards by incorporating a heading, buttons, around it, thus card concealment is insufficient; I require the ability to hide the entire div.If anyone is familiar with the JavaScript logic responsible for hiding cards based on contact groups, I would greatly appreciate guidance in replicating it.Thank you!

LaurenUDITApprentice

asked in Automations

Freshservice Automation webhook Post

Hi,So I have an external product catalogue and I am able to use the Webrequest node to GET an updated Product list from my external product manager. essentially what I want to do from there is take this returned array, verify it for existing products and then if they don’t exist POST a new product to allow for automated product updates.Now I have my GET setup with no issues and I have created a JSON Parser to be able to reference back to this but I need some help getting from here to i guess mapping this array to product fields then validating them to see if they exist.once I know they don’t exist then I believe another Web node to Post these back to Freshservice.Here is a glimpse of my Json parser to give some info: If anyone has some best practice ideas or maybe just recommendations for managing this I would appreciate it.

manovadesSkilled Expert

asked in Automations

Accessing 'background information' user filed

How can I access the “background information” filed from a user inside a workflow or BR?

gdackermApprentice

asked in AI & Bots

Workativ Assistant

Greetings programs,My team and I have not been taking full advantage of the AI capabilities of Freshservice, and we are jumping in with both feet. We are testing the Enterprise plan to link the ServiceBot / Virtual Agent with our knowledge base. During our search for information, we came acrosss Workativ Assistant for Fresservice. https://workativ.com/conversational-ai-platform. Does anyone have experience with this? Would like to know if this is worth investigating to help our Freshservice+Teams approach.

JanUfoTop Contributor

asked in Portal/Knowledge Base

Translate Ticket and Onboarding - Multilangue Ticket and Onboarding

Hello, How can I translate the standard and custom fileds for tickets and Onboarding / Offboarding?They are only in English. I want to translate them into several languages.I downloaded the translation file as in this topic: Introducing Multilingual Ticket Forms | Freshworks Community but I can only translate the category which I created in the submission fields and a few more options. Even if I manually add fileds names with translation to the YML file the translation does not work. How to do this? Because it's a bit annoying that users see some name in English and some in their local language. I covered the names of my categories in red.

veenujApprentice

asked in Project and Workload

Can I export Gantt chart in Freshservice

Hi, I need to export Gantt chart in Freshservice for management presentation. How can this be achieved.

LexFernandezApprentice

asked in AI & Bots

Change chatbot UI view

Hi, guys.Is there any CSS code that we can use to change the background color of the chatbot UI?

chrisitmsApprentice

asked in Ticket & Workflow Management

Webhook Trigger GET respose

The documentation for Webhook Triggers talk about being about to use GET method to :GET Requests are typically used to retrieve one or all resources.How do you use the resulting data from the Webhook Trigger in a down stream step? Or does anyone have a solution to get data from a external source and continue the workflow or trigger another workflow? At the moment i was to run a workflow that validates some data entered, but there does not appear to be any way to use the data entered in to a service request and then send that off to an external API for validation and then condition on the results of the call. Am I missing something ? Or then what is the point of even allowing a GET Webhook Trigger if you can’t do anything with the result?

MichaelJMContributor

asked in Automations

Nofity Requested For User

I created an automation to nofity the Requested For user when a ticket is created on their behalf. Works great for Service Requests, however if the person is requesting for themselves, it sends two emails to them. There doesn’t seem to be a way in the Automator to say “if Requested For Name does not equal Requester Name, don’t sent this email” - and the system doesn’t automatically notify the Requested For for some odd reason. Am I missing something obvious? Has anyone else run into this issue or found a workaround solution?

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for. I want to create a small ordering portal for medical supplies within FreshService. So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need. Do I add each item as a service item and then import it into something? This is where I get confused. Or can I create one service item with all items inside? Any help is appreciated.

johnnguyentranApprentice

asked in Automations

Cleaning Up String Formats, Specifically Working with Newline from JSON Parser

Using Freshworks workflow, I am able to utilize the Web Request module using API calls to get me some JSON results.Using the Parser module, I can grab a specific attribute. However, the data in this attribute is something like the following:"### Title or Subject\n\n#### \n\nSection 1\n\nInformation about section 1 XXXXXXX \n\n#### Second 2\n\nInformation about section 2 XXXXXXXXXX”How can I format this data nicely to add as a private note to a ticket, so that it looks something like this:"### Title or Subject\n\n#### Section 1Information about section 1 XXXXXXX#### Second 2Information about section 2 XXXXXXXXXX” I believe I can use liquid filters to make this change, but looking at the documentation , I’m not sure how to approach it. I see newline_to_br is an option, but when attempting to use that, it didn’t format things correctly. I also tried splitting the text by ‘\n’, then iterating over it, but the text remains the same, just without the ‘\n’.Any direction would be appreciated!

Conor.lynchSkilled Expert

asked in Automations

FreshService - Automatic routing of service requests to teams or individuals

Hi All,Apologies if this is a simple one, I’m testing out FreshService as a possible new option for our organization and we need to mirror what we can do in Jira to go forward In the example of a new user starting. I’ve created various service categories in the service catalog for employee onboarding. Those categories have different hardware, software and admin tasks setup as service items in the different categories such as as new Windows laptop, New Entra (AD) Account, New Mailbox, Building access card etc. So far so good, I thinkThe service item “Employee Onboarding” has the additional items added as mandatory and set to create child service requests. I’ve tested this and it does create the child requests automatically, all going well so far.As we are an organization with different offices and admins from different locations will need to complete the different child service requests, how can I assign different child service requests to different agents using the workflow automator?

Daniel SöderlundSkilled Expert

posted in Ticket & Workflow Management

Workspace nor not to workspace

Hi, I have started to looking into WS in FS in my trial. Found few things that I’m questioning “why didn’t they do like this”. Wounder if anyone else have been looking into using? No global custom objects, if you have WorkFlowAutomations that uses custom objects you need to create them in specific workspace. You need to duplicate/mirror (manually) the custom object if the same ticket going to be moved to another workspace. The prefix for the ticket is default workspace(IT)set to SR(type: service request), so of a ticket is routed back to IT workspace it will get SR and not the same it was before like a INC. (You could mitigate this with an WFA and a hidden field that contains the original type) My findings for now, except they way access it handled and few other settings that has moved around.

pratsSkilled Expert

published in Ticket & Workflow Management

Workflow of the Week - Session 9 - Expression Builder Explainer

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. If you've got an interesting use case or workaround that you've implemented using workflows, reach out to us and we'll be happy to share it with the larger audience! In this session, we will explain how to use the Expression builder node and solve a few sample use cases with both simple and complex expressions. Introduction to Expression Builder - 0.15 Main sections of Expression Builder Node - 0.35 Set the due date of the ticket based on the employee join date - 2:35 Exp used to add days: addDays('{{ticket.ri_48_cf_employee_start_date_iso}}',12) Extract/ Parse data between 2 strings in the ticket description and inject it into ticket properties - 5.45 Exp used to parse data between 2 strings (‘Date of Closure:’ and ‘,’) from the ticket description: substring('{{ticket.description}}', indexOf('{{ticket.description}}',

DanielRuffSkilled Expert

posted in Automations

Best Practice: Alerting for failed web requests in workflows

I just wanted to share a best practice that we implemented for monitoring the web requests in our workflows. What was my problem?We wanted to get an email if some API calls to external applications are failing. The monitoring of the API is really not that great in Freshservice. Even in Freshdesk you get an email when an API call fails for whatever reason. It gets even more difficult if you have more than a few API calls in a single workflow path. This solution should work in nearly every module in freshservice. Why not use the condition node?You can use the condition node to check if an API call fails or not. Just like this: But then you have to branch after every API call to send an email to your admins. If multiple API calls do not depend on each other you want the rest of the workflow to execute. That's why you would have to duplicate the other nodes as well. What is my solution?I could solve this by using expression builders and scheduled workflows. Instead of branching every work

jazoo98Apprentice

asked in Automations

Powershell Orch App Issues

HiSo basically I have been playing around with Powershell and what it can do. I have created an automation task to run a powershell command Restart-Computer -ComputerName (pcname) -forcewhenever a restart PC service request has been opened.So far I only get meta error (400) Access Denied, even though I have setup the domain admin credentials to be used when running the configuration, this same command works running locally from the server with these credentials but not from Freshservice Powershell app. Interestingly enough running simple commands like ipconfig works but not the restart PC command.I can reset passwords and all of that via the active directory app, but haven’t found a way that lets me restart a PCI tried to get any sort of help from Freshservice team but it’s an overstatement to say they weren’t helpful.I am hoping someone will help me with this as I am stuck for days on this thing.Kind regards,Josip

service.workable.cloudApprentice

posted in Ticket & Workflow Management

Workflow Update - Copying images in action nodes will not work

Hi All,Since the recent update within Fresh Service Workflows - I have noticed that you can no longer copy images from one action node to another action node.Even coping images within the same action node will no longer work.After spending some time with Fresh Service Devs they have advised this is a new bug and they are working on resolving it.

DaniApprentice

asked in Ticket & Workflow Management

Creating tickets when emailing a mailbox in Freshservice from another mailbox in Freshservice

HI All,We are having the Issue when an email is triggered outside of Freshservice to one of the connected mailboxes, where the FROM address is the same as one of the connected mailboxes the email will be picked up by Freshservice but a ticket WILL NOT be created. Is there a way for a ticket to be created when the email is received into Freshservice.ThanksDani

JenniferFreezeDRS

asked in Analytics

Sample size recommendations for Quality Assurance Reviews on Tickets

We are working on measuring our ticket processing efficiency to see if there are areas for our team to improve on when processing (incident and service request) tickets. Are any other companies doing this review? If so, what are you using as a sample size monthly for that review (ie. 5% of total tickets, etc.)

djb_83Skilled Expert

asked in Analytics

Collating CSAT Free Text Responses in Analytics

Am I missing any simple way to produce a report within analytics that shows where a customer has provided text feedback as part of their survey?We are using the simple built in reportQuestion 1. A scale of 0-4 satisfactionQuestion 2. Do you have any other comments?If someone enters text into Question 2, I’d like to be able to collate the feedback on a report to be reviewed (ideally with the associated ticket number, and the score they gave to Question 1 (or, the derived sentiment would also be OK).Has anyone achieved this?

JCCTop Contributor

asked in Analytics

Analytics Report

Good Morning allCan someone tell me where the option is to schedule an export of an Analytic Report to CSV or XLS please.I have created a report to show out of hours tickets. But as has been reported here in the past, If the report is larger than one page, not all tickets appear on the exported PDF.The only solution seems to be to export in a different format. I cannot see this option. Any help would be really appreciated.In 30 years, I have never worked with a ticket system that cannot give you a FULL basic ticket report on a daily basis.

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