Using Freshservice

Some new global research from Freshworks shows:How workplace software is shaping modern employee experience and businesses The growing challenge of keeping employees satisfied in the workplace Why easy-to-use technology elevates employee satisfactionDownload here: https://www.freshworks.com/resources/reports/workplace-tech/

We just installed the slakc service bot and the Tickets view defaults to “New & My open tickets.” Does anyone know if this can be changed a ticket view that I created in Freshservice? 

Freshservice is mostly for internal employees. But can it be used by the company customer? If so then how to enable and onboard them?

While sat here working, I’m playing a George Harrison LP that made me think of The Beatles, i.e. the Fab Four. For some reason, it made me wonder which ITSM processes or capabilities would make your organization’s “Fab Four.”Please let me know as a response. Thanks.You can tell it’s Friday afternoon here in the UK ;)

I was writing something about leadership yesterday and thought this interesting: “...regardless of seniority level, 1-2-1s are considered the most useful meeting in people’s calendars (versus daily stand-ups, team meetings, town halls, retrospectives, and quarterly planning meetings).”It’s unsurprising that, for employees, the meetings that relate most to them and their work matter most to them too. It is both logical and indicative of human behaviour.But has this importance of 1-2-1s been lost even though it has probably grown thanks to our pandemic circumstances?So, how are you using 1-2-1s to improve your people and their performance (and the associated operations and outcomes)? Or have your 1-2-1s ceased or drifted into a review of simply performance stats that’s more rear-view-mirror than developmental?

 Have you often wondered where you stand in your journey to modernizing service delivery? Measuring the performance of an IT organization using a set of quantifiable and measurable metrics is an essential step to achieving aspirational goals of modern service management. For ITSM leaders and professionals who want to measure service desk excellence and minimize hurdles to service delivery, our second annual service management benchmark report highlighting top trends in IT service management provides an index to measure key performance indicators (KPIs) and uncovers insights across industries, regions, and organization sizes for employee experience, agent productivity, service desk efficiency, and scalability. The report provides insights into:Key metrics to measure service desk excellence. How peers across industries and countries perform. Core functionalities to improve employee experience and agent productivity Future-proofing service management using scalable solutions.Read the full

We have recently purchases fresh service product, when Solarwinds NPM  integrated with FS, based on the trigger condition, Solarwinds is forwarding event to FS for creation of auto incidents.Challenges:As per SolarWinds trigger action Event is converted into Incident in FS, when same reset action is triggered from SolarWinds, FS is not auto resolving the Created incident for same CI. Is there any additional settings we need to do it on FS. 

Anyone looking at this newish category of technologies? Perhaps seeing DEX as a necessary evolution of ITSM and ITOM rather than simply the next shiny thing?

Hello all,I was wondering if anyone has experience integrating SCCM with Freshservice. I have two questions:When a client is removed from SCCM, it appears as though the last known data is stored in the probe in a SQLite (?) database. Even though the client is no longer in SCCM (and the maintenance activity has run), the probe continues to sync the stale data with Freshservice… Am I doing something incorrectly? How do I prevent the probe from syncing up asset information for devices that have been removed from SCCM?How are people dealing with returning a hardware asset back to “in stock”. For example, an employee leaves the organization, and the laptop is wiped. How do I remove all of the software from the asset in freshservice (so that my license counts are accurate)… without having to click on 100 pieces of software individually.Appreciate any insights you might be able to provide!!Thanks!!

Hi,I have a usecase in which I have to generate alerts in freshservice using webhooks or API,so when a particular event is fired , an alert is generated on freshservice,RegardsTaz

Hi I’m having trouble getting all the requesters based on updated_at in Freshservice.For example https://domain.freshservice.com/api/v2/requesters?updated_at=2019-10-02T02:00:00Zresults in 400 BAD request with{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

Hi GuysWe are in the middle of configuring Freshservice and would like to include the IT support hours in requester notifications. I can see how to do that manually but i was rather hoping i could use a variable or other efficient means to avoid manually pasting the opening hours into each requester notification. Note: I have updated the “Business Hours” but sadly cant see a way of referencing that either. Any advice would be greatly appreciated

From the picture I provided it shows that load balancing is achievable inside of freshservice, but it seems there is no functionality. Am I overlooking something?  

For offboarding tickets, we have several tasks to complete.  Some are same day, and others are a month or two out.  Anyone know of a way to time-release a ticket for a specific date, and have that tie back to the original ticket?

Please add the colomn Resolved date in the ticket. Ticket automatically resolve after 3 days for us.We all resolve the ticket and not using close. The close column is not really helpfull in the ticket list.

Hi So this is a mix of how do i do this but also what i have created is causing a mixed result. I felt i had created an easy percentage result but from checking further it looks incorrect. I wanted toget a percentage From tickets raised last month Show tickets from ‘ Tickets within first response SLA’I believe this was correct but when i compared with first response sla violated there is basically a gap of 21% because it should tally up to 100% because you either hit the first response or don’t. The widget filter is below along with the metric used. This one is specific for incidents.  Am i missing something     

Hi,We are starting to work with Freshservice and we are starting with the Projects part.We are starting to add task lists, with their tasks, indicating times for each one. The first problem we see is that the Gannt chart display is only for days. Our first project is a weekend, so we need to "zoom" in order to see the detail of the tasks. Some last half an hour and in the diagram they occupy a full day.Another issue that we don't know how to do is that the task lists are displayed in the order that they were added. We don't know how to reorder them. Is this possible to do?Thanks!

The notifications in the phone app are nice to get an alert that something happened, but the card in the pull down is not very useful. I would expect it to show just a short snippet of latest notification(s). Instead it seems to show notifications from several weeks ago regardless of the state of the ticket or whether I've read them. This isn't helpful in determining what the notification is for and whether I need to act on it now, I end up having to open app to view that notification that triggered the alert.In the attached image everything listed is over two weeks old and long since resolved

One of the things I’ve noticed recently is that the traditional approach to the introduction of new ITSM capabilities is changing. This was where the largest organizations would adopt something and then once it was proven it would cascade down to mid-market organizations and then potentially to small-to-medium enterprises (SMEs). When I look at new industry survey data I still commonly see the largest organizations leading but - and this is the change - SMEs are driving ahead too (and leaving mid-market organizations behind).Anyone else seeing this or thinking that it makes sense given how both the worlds of business and technology have changed in the last half-decade?Please share your views as a response :)

Hi, we are using Freshservice (Garden plan) and we are experiencing issues with session timeout feature (Admin > Security) not working correctly. Well, not working at all actually. Turning it on, off, changing values does not change its behavior, agents are timed out after about 5 minutes of inactivity and we would like to prevent that. Is there any way to remediate this?

Alan Berkson and I are recording an enterprise service management (ESM) video-on-demand talk today and it got me thinking about the key factors involved in organizations either adopting or not adopting an ESM approach.So, if your IT organization is already sharing its ITSM capabilities with other business functions, what would you say was the one thing that spurred it to do so?Or, if there’s no sharing of ITSM capabilities with other business functions, what’s the one thing that has prevented this?I look forward to your response(s).

When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below. 

Basically title, I can get SSO working with pre-existing freshworks users however it doesn’t work with users that only exist in Azure AD (“-insert user- cannot be logged in as this user is not part of this organization”). So am I missing something or do you need to add/import users even if they’re going to use their AD login ?

Has anyone had any issues in Teams with getting a message from the Freshservice bot saying “sorry I couldn’t recognize you as I was not able to find an email address to your account. Please consult your IT admin to fix the issue”?