Using Freshservice

Is there a way to modify the behavior of the Cost field in a Service Item? We would like to accurately relay the cost of an item to our requesters so they can make responsible budgetary decisions when requesting software or services through FreshService. An example of a customization we would like to see is denoting if the cost is 1 time or renewing and if it is renewing, how often? A quality-of-life feature would be to then annualize that cost based on the two choices above and display that cost to the user. An example of how this would be used is for Microsoft Office 365... Item: Microsoft OfficeCost: $4.99Choice 1: Is this item a renewing or a one-time cost? RenewingChoice 2 if Choice 1 is renewing: How often does this item renew Mo, Yr, Qtr? MoCalculates and displays annual cost. based on choices above. $59.88/yr

430

1 year ago

megglestoneApprentice

asked in Apps and Marketplace Integrations

FreshContactCentre > Freshservice voicemail transcript

Ive turned on transcript feature in Fresh Contact Centre and when a user leaves a voicemail, a ticket is created in FreshService The ticket looks like this What i want to do is include the transcript of the voicemail in the ticket. I have approached FreshService Support and this was their response: you can translate the transcription using some third-party translation service and add that has a note in the ticket that got created in the freshservice.

210

1 year ago

FreshMattApprentice

asked in Assets

Automated Provisioning of Agents via AzureAD

While setting up SCIM provisioning via the Freshservice Provisioning app and documentation, I came across this mapping. There’s no reference to it in the documentation, but it’s included in the app on the AzureAD marketplace that documentation directs us to use. I’m wondering if anyone has found a straightforward way to use it? My first thought was to use an AAD group membership for Agents, but I’m not sure how to configure that. Any thoughts?

1050

1 year ago

thisismebb22Top Contributor

asked in IT Operations Management

on-call schedules

Let me first say I really like this module and has been a cool feature. A few more tweaks and it would be top notch.So, the responder tab is nice where other groups can be notified easily. Downfall is that you cannot do it on the mobile app where quick actions take place most of the time for us at least. It also leaves a gap in who owns the ticket because the second acknowledgement takes no action on the ticket like the first assignee assignment.We also setup custom emails within Fresh to accept tickets. Our voicemail system emails a copy of the transcribed message to create a ticket, and workflow parses it to elevate to on-call. We have two functions to the help desk for receiving/routing the ticket that has a metric and another function to address it. So, two tickets are created for the distinct function (only one group can be added to a ticket). You would probably suggest to create a child ticket but once again that is not an option on the mobile app (once again, the place I

1420

1 year ago

Marc LBBWApprentice

asked in Portal/Knowledge Base

Setting up Change Management

We implemented Incident mgmt. and I’m now setting up Change Management in FreshService. I have two challenges at the moment I could use some help with: Approvals at specific phases. So I made a few different workflows such as minor change and major change. They have different phases set up in “Change Lifecycle”. And require different approvals. I set up CAB and other approval groups. To go from one phase to the next I can manually select “request approval” but I want the workflow to automatically add approvals before going to the next phase. So not optional (manually) but mandatory (automatic). In the transition to a next phase I can add a condition that “approvals are approved” but I cannot make it mandatory. In short: how do I add mandatory approvals for transition to the next phase in CM?Agents can “request for change” on their main page. And they will see all change fields that can/must be filled up. Requesters can only submit a change through the requester portal. There only a few

5963

1 year ago

GeraldSkilled Expert

asked in Employee Onboarding

Employee Onboarding Manager field to Microsoft AD

Hello,My onboarding is working and creating a user in the correct OU in AD. It also fills in most of their information. However, for the “manager” field, if I use their John Doe name it won’t work and throws an error saying that it can’t find such a name. If I use JDoe it works fine, but this field pulls from Freshservice a list of all the managers and is a dropdown on the onboarding form. I’m not sure why it’s not working, because the full name is the distinguished name. In other words, only the SAM account name will work in that field, not the actual name. What am I doing wrong?

3359

1 year ago

mbutlerSkilled Expert

asked in Automations

Automatic CC

I’m looking for a way to automatically CC a list of addresses on tickets. We are moving out ticketing solution right now from one solution to FreshService. We currently put our tickets under organizations and not requesters, so this will be a change for us when we move to FreshService.In our current solution, as we create a ticket, an email is generated to the rep for the organization and a few other folks. With FreshService, since it is requester-driven, the email will go back to the person opening the ticket and rep for the organization may not be aware that a ticket has been created.In order to facilitate this, I have done the following:Created AutoCC field in Company Fields and populated it with a comma-based list email addresses.Unfortunately, this is where I get stuck. There’s no way to interact or pull that information when a ticket is rasied, so I have taken this route:Using the WorkFlow Automator, I created a ticket automation so that anytime a ticket is rased, a web request i

4883

1 year ago

zackzackApprentice

asked in Automations

Passing values in the new ticket URL

Is it possible to pass values to fields in the new ticket URL? With the RingCentral desktop app, we have the ability to open a new browser window when an agent answers a call. The idea would be to pass the caller’s name in the URL to fill out the requester field and set the ticket source as ”phone”. This would streamline the new ticket creation process by saving time not having to manually search for the user and set the ticket source. Example URL might be...https://FRESHSERVICEDOMAIN.freshservice.com/a/tickets/new?requester=%N&source=phone

7314

1 year ago

Trevor CooperTop Contributor

asked in Automations

Workflow when merging tickets

I have a situation whereby I need a workflow to trigger whenever a ticket is merged into another. I have tried to create based on a trigger of Note added is of type private, condition that Ticket Fields.Last Interaction contains “Merged from ticket”. This triggers sometimes but not reliably. I am advised this is due to the fact that merging tickets can create multiple updates on the ticket and despite one of them meeting the conditions other updates don’t meet the conditions and cause the workflow to not trigger. Does anyone have a reliable way of running a workflow when merging tickets?

7507

1 year ago

ShobhitContributor

published in Apps and Marketplace Integrations

#WinwithMarketplace : Microsoft TeamsMarketplace

Video #4 - Microsoft Teams App We’re back with the final video of the series which focuses on Microsoft Teams. Freddy AI-powered ServiceBot on Microsoft Teams enables conversational support, collaborative resolution, and instant notifications for IT operations and services management for your modern workforce. With Servicebot for Microsoft Teams, bring Freshservice’s context into Microsoft Teams to enable quick collaborative resolution. Make your support and services more accessible for self-serve and deflect more.Leveraging ServiceBot on Microsoft Teams for:• Improve deflection with Freddy AI-powered Virtual agent• Resolve where work happens for quicker ticket resolution• Notify on-call agents and instantly respond to critical incidents• Minimize impact of service disruption with fast incident resolution Install the App from here | Find more such apps on Freshworks Marketplace here

2920

1 year ago

michaelmartelSkilled Expert

asked in Employee Onboarding

Employee Onboarding Placeholders and Emails

Hello,I have two problems with employee onboarding. I’m having trouble with placeholders in the employee onboarding process. I set up the process with the information we need from HR. Later on, I went back and added a couple more fields. The fields I added later do not show up in placeholders for workflow automations. I’ve tried to copy the syntax from ones that show up but it’s not working. For example: {{ticket.onboarding_request.actor_1.cf_employee_name}} - Added first, shows up and works{{ticket.onboarding_request.actor_1.cf_announcement_text}} - Added later, doesn’t show up and not work Any reason these placeholders are not showing up in the workflow automations? Second issue. When an onboarding request is generated it creates a ticket with no information. How can I get the information that HR fills out in the onboarding request?

2172

1 year ago

Daniel SöderlundSkilled Expert

asked in Automations

Expression: Replace language specific characters

Hello, I’m almost sure I have read on this forum how to replace all non a to z characters in a placeholder but I can’t find it. Could have been using Liquid Filters. I have created a Liquid Filter to do it but I need to set a field and using the Liquid Filter in the field isn’t working. Same works fine when I use it in a note.

39812

1 year ago

EricRoelandSkilled Expert

posted in Ticket & Workflow Management

Search tasks (Ticket)

Hello all,as far as I understand from reading is that it is still not possible to search on (ticket) Tasks.We use the option Task a lot. A series of tasks creates a solution for a ticket.But if you can not search on task attributes what is the use of these tasks then?I hope I misunderstood and it is possible to search for tasks. (Note: Not PROJECT tasks!!)Regards,Eric

751

1 year ago

nickz01Apprentice

asked in Automations

freshservice api integration with freshping

Hello,i’d like to know if there’s some way to interact with Freshping using the APIs provided by Freshservice. I know there are the Freshping APIs but in our company we want to use the integration between freshservice and freshping.Thanks

822

1 year ago

shadyApprentice

asked in Ticket & Workflow Management

Automatically Associate assets to Offboarding Request

So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID For Each (Associate Asset) {IF Associate Asset includes desktop Ema

1971

1 year ago

SLuethiContributor

asked in Analytics

Measure number of incident escalations in x period

Hi Community, Apologies if this has been asked before. Is there a way I can create a wider in Analytics to measure what number of tickets had to be escalated to another team? I would like to measure how many of the incidents the support team had to escalate to 2nd/3rd level to get the problem resolved.

716

1 year ago

repattersonSkilled Expert

asked in Assets

Assets To Purchase Orders

Is anyone aware of a built-in way to generate a report / filter that will allow me to export assets attached to a Purchase Order? Thanks.

1042

1 year ago

PavithraSelvarajApprentice

asked in Automations

Is there any API to create ticket without madatory fields

Hi Team,Is there any API to create ticket in freshserive without giving values for madatory fields.

3223

1 year ago

BrynCYDEFSkilled Expert

asked in Automations

Automator workflow Question: Event = Reply is received?

Hi all you Smarty McSmartisons (lol!) 🤣I’m trying to add a note and then send an email when a closure email is received from a partner regarding an open ticket.Our partner doesn’t put anything useful in the text of the email but their subject line changes to include “Has Been changed to: Solved” - I would like the FS automator workflow to trigger based on FS receiving an email with these keywords in the subject line.In Workflows, in the Event module I’ve tried “Note of any type” is added by Anyone and then use Liquid filters to search the subject line for those keywords. Does not fire for me.I am also not able to find an Event that fires because a Requestor has replied to the ticket (aka note added).Any help gratefully received!ThanksBryn

3066

1 year ago

DrewErwinApprentice

asked in Ticket & Workflow Management

Looking For Solution to Bulk Update Tickets with Blank Field

I am currently looking for a solution to bulk update ticket with a blank field under the field “Departments”. It seems that the current way the ticket page is setup that there is no way to just view these tickets. I would like all these tickets to use the department that the requester has, as I bulk updated users recently and would like it to show for previous tickets. I have already created a workflow to perform this update after updating the category to a fill in category that will be deleted later. I have about 700 tickets with no department and do not mind going page by page 30 at a time, but I cannot view just these tickets. My current closest view is closed tickets and that presents about 5000. The tickets are also older than 30 days. Any suggestions would be welcomed.

41313

1 year ago

ShobhitContributor

published in Apps and Marketplace Integrations

#WinwithMarketplace : Remote SupportMarketplace

Video #2 - Remote Support As promised we’re back with the second video of the #WinwithMarketplace series which will be focusing on Remote Support.For companies focused on acing customer engagement, Freshworks Marketplace brings together apps that enable support agents to provide “hands-on” customer support with remote control to resolve technical issues quickly — regardless of platform, operating system, or device. Extend remote support capabilities to your customers by integrating these apps with Freshservice: Teamviewer LogMeIn Rescue BeyondTrust Remote Support (coming soon) Provide remote support capability Set-up remote session and share code with the customers Discuss and solve issues through chat Call or share screen from your Freshservice ticket and quickly clarify issues Get access to the customer’s screen and solve issues faster Install the App from here | Find more such apps on Freshworks Marketplace here

1311

1 year ago

MacMurdoSkilled Expert

asked in Portal/Knowledge Base

Customizing Navigation Menu in Portal

AfternoonWe would like to move the menu in the customer portal from the upper left to a list in the header, something like this:Current MenuWould like it hereAny ideas please.Cheers

2642

1 year ago

shannon.mejiaSkilled Expert

asked in Analytics

Analytic Reports on Main Dashboard

I have a report built in Analytics, but I want to show some of the widgets from the report on the main home screen dashboard. Is that possible? How do I do that?

1734

1 year ago

Daniel SöderlundSkilled Expert

asked in Automations

Filter JSON

Hello, I need a way to get the ID by filtering the value on the subject ( ya I know it’s a bad field to use)Can’t see a way to do it with the JSON parser node. { "onboarding_tickets": [ { "id": 23989, "created_at": "2023-03-13T10:03:11Z", "updated_at": "2023-03-13T10:03:16Z", "subject": "Onboarding for - Starting: 2023-03-27 [#SR-23989]", "responder_email": "info@mail.com", "status": 2, "parent": true }, { "id": 23990, "created_at": "2023-03-13T10:03:12Z", "updated_at": "2023-03-13T10:03:15Z", "subject": "1. HR ONB for - Starting: 2023-03-27 [#SR-23990]", "responder_email": "", "status": 2, "parent": false, "predecessor_ticket_id": null, "successor_ticket_ids": [ 23991 ] }, { "id": 23991, "created_at": "2023-03-13T10:03:12Z",

513

1 year ago

PatrickMurphySkilled Expert

posted in Assets

Asset End of Life (EOL)

For management of inventory, how do you use the end of life (EOL) field in your operations?I have enabled cloud discovery, in which assets are created and removed from the cloud but the record sits around in FreshService. I’m debating on just deleting the asset as it would never appear again, marking it EOL or just ignoring it (not best option).It made me wonder how others are utilizing the EOL date field for assets.

6292

1 year ago

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