Using Freshservice

2 questions about CSAT in FS(1) Is there a built-in way to allow a client to opt out of the CSAT?I was looking at trying to find a way for a client to opt out of the CSAT surveys by setting a value on their Company page (custom field) which would then be checked in the criteria of the survey - this does not appear to exist.(2) Survey regulation - does it work like I expect it to?Setting it thusly will send 1 x CSAT survey request out once in a custom 18 day period for each client that has a ticket in that 18 day period.OR will FS send out a CSAT survey on every ticket in that 18 day periodTIA for any ideas/insightsBryn

Hello, Looked at the SSH app and say that I need a Orchestration Server.Due to cost I use linux servers and looking for a way to ssh to them. Is there a Orchestration Server for linux or can the app talk direct to a linux server? 

Hello!Any way to use current logged in agent as a placeholder for responding to tickets in FreshService.For use in system reply template + canned responses. Small team so we will often reply across tickets without the need to change agent.Cheers,Michael.

Here’s something I recorded with @BarclayRae at the SITS event here in the UK. I think we covered quite a lot of ground as to what service management pros should be focused on: https://www.youtube.com/watch?v=gBvA85MbYCc&ab_channel=EnterpriseDigitalPodcastBut what did we miss?

Has anyone found the winning recipe for using human-based chat for IT support rather than other channels? Or have the growing capabilities of chatbots made this channel almost redundant? I’d love to hear some success stories and/or opinions. Thanks :)

I am trying to figure out what is the best way to handle this procedure. First I want to be able to send a custom email immediately when first response is breached to Agent “A”. Second I want to be able to a second custom email 1 hour after first response is breached to Agent “B”. I’ve looked around and cant figure out what the best combination of SLA and Supervisor rules should be used to accomplish this. Thanks!

Hi everoneCan someone explain me the difference between the crawling of SCCM data and if I install a agent on a client?Thank you.

Has anyone gone about installing the Freshservice discovery agent via JAMF? It looks like the PKG installer requires the configuration.json in the installer directory to add it to the tenant. Is this possible via a bash script or similar?I do so the Installing the Agent on multiple Mac devices using Remote Install Tool section of here, its unrealistic to be pre-filling a TXT file every time we image a new device.  

Hi All,I’m looking at revamping the solutions articles that I have for both requestors and agents, and wondering if anyone has suggestions from what they’ve done.For a bit of background, our company has 4 sites in the UK and US,We will be making a category per site with folders in for hardware, software, telephoney etc. Then a separate folder for agent solutions.What are your thoughts on this and do you have any other layouts that have worked well?

We have a number of employees in the field who use Fresh Service’s iOS app to submit tickets and service requests. Those requesters have been unable to “Add Cc” when they submit a service request through the app. The field for Add CC shows when they are submitting an incident ticket, but it does not show for service requests. These same users are able to log in on a laptop and have the option to Add CC, so the issue seems to only exist in the app… specifically with requesters because agents have the option to Add CC on a service request in the app. Does anyone know of a setting or something we may be missing? We do have the box checked in Admin > Field Manager > Form Fields. 

Hey there,I’m trying to show/hide content fields via Business rules, but there seems to be a bug and they don’t react on the field type “Content”. The use case is to show different instructions for the Description field, depending if the requesters reports an IT issue, or an issue with a company car or…Is the bug known? Is there any workaround?The secondary approach of nesting right inside form is not applicable, as the main-topic selector is not next to the Description field, we have detailed other form fields inbetween, so it would be bad UX to place the advice there. Cheers,Andy

The discussion on IT service desk metrics and the Freshworks benchmark data is now available:  

How does the community feel about the ticket filters? I have a need to filter tickets to a specific region/group and this is easy but then I want to exclude certain groups/people from the list. I have not found an easy way to do this. My current workaround is going to the tickets I want to monitor and tagging them so I can search with that tag. The issue is if a new ticket comes in that I have not tagged, I will not see it. Other attempts:I cannot use a requestor group to filter tickets, only AGENT groupsI can only search up to 3 requestors at a time, the group I need is 5-6 members Just curious how many others would use/advocate for an exclusion filter on tickets or including requestor groups in the “Groups” ticket filter?

Hello, Anyone knows if the Field Service Management will come to Freshservice?I see a big use for this if you have a group for onsite support.  //Daniel 

Hello everyone,  I think we should have a thread about Low Code/uiflow. Ideas what to use it for? Already plans / projects ?  

Hi - Has anyone had any experience of setting up multiple environments? I appreciate we have a sandbox and production/live instance, but we are keen to have other boxes (multiple environments for different sections of our org to allow us to test them concurrently). Any options discovered would be appreciated.

Has your organization discovered the “winning formula” for the CMDB? That rather than simply being a piece of the configuration management jigsaw and focused on data collection, the value of a CMDB comes from the use of the CI data it holds in supporting other IT capabilities such as: availability analysis and planning impact analysis architecture definition understanding asset relationships  cause and effect analysis  risk analysis cost allocation contract management.So are you using a CMDB and what for? Please share in a response.

When onboarding our users to Azure (With Azure Orchestration) one, among other things, that are requiered in the form is Reporting Manager. We’ve now tried to get the Reporting manager assigned to the manager field (with App action Assign Manager) on the user in Azure, but it fails. The System Message when I check the log is: “Resource 'FirstnameLastname<firstname.lastname@email.com>' does not exist or one of its queried reference-property objects are not present” Anyone know how we could get this to work? ThanksMatt

It’s hard to be in the ITSM space and not come into contact with people talking or writing about experience level agreements (XLAs). Anyone already adopted them or planning to?I’d love to hear what is and isn’t working with XLAs  (or even if this is another example of the industry focus being way ahead of the real-world interest). Thanks.

HiMore than likely a learning curve for me here but i am looking to do a simple report for a resolving team statistics over the last month and then six months. My main thing is to setup many reports for the last calendar month that i use at the beginning of every month. I can see some filters etc that lets me set a specific start date to an end date but is there a way to make it so the report does this by itself for the 1st of every month to the last day of each month.  Thanks

I’m just writing something on IT service desk metrics not being SMART because they miss the need for “bigger picture” relevancy, i.e. the need to be relevant. What do you see as your IT service desk’s best and worst metrics (in terms of value, not performance)?

Whenever I use the {{ticket.description}} placeholder in a Web Request node the node fails. The execution logs report the following: This only occurs if I am using the {{ticket.description}} placeholder. Has anyone else had an issue with this?Example JSON that fails.Additionally, when using {{ticket.description}} placeholder in the Powershell Orchestrator App Node, the value of {{ticket.description}} does not exist. The command will return success, but I cannot get a simple print statement to output what should be the value of the text. Replacing the placeholder with another placeholder results in success. It is only the {{ticket.description}} that is failing so far.

Anyone using the product to manage specifically security incidents (breach, phishing, malware, etc)?How did you customize Freshservice to track & handle those?Looking for any info, KAs, tips etcThanks!