Using Freshservice

A Community post reminded me of something I once wrote on very important roles as an addition to VIP lists. Here’s an abridged extract:This is nothing new; I was using one ten years ago (now 20 years ago). But VIR lists aren’t as common as they should be.It's simple - you take what you do for VIPs and replicate it for those business roles that are critical to business operations.How do you work out what they are (and who fills them)? Speak to your customers. These very important roles could be anywhere but, importantly, their IT might be critical to their role, and what they do in their role might be critical to business operations.So where are your VIRs and are you giving them the support they need?

If user put in a new hire I want the tickets to come in already linked to the parent ticket and not creating multiple tickets. Just one ticket and the rest child tickets 

I am trying to help out our Marketing department and not sure if there is a way to utilize FreshService to track the work. The basic process is as below:Marketing staff writes a proofing copy of a letter and currently sends an email to a list of employees who provide feedback through email replies. The feedback may include “looks good” which would be interpreted as an approval.The marketing team would like to better manage these interactions so that they don’t have to track all the email responses and ideally they would also have record of who approved an item or setup more complicated approval steps (2-tier approvals, Majority, one, all, etc). Has anyone done anything like this before or have any thoughts around how it might function?

A couple of weeks ago I saw this post in the CommunityJust wondering if people have any feedback on it yet or if it’s something that has still to be tried or whether other cloud management tools are being used.

Team, just want to ask on how your requestor view or see the rejected remarks on their SR?

Hello,We have just setup Orchestration and have it to the point of setting up new employees within AD. I am unable to see a payload for Job Title and Location which is must have information when creating a new employee without manual input. Is there anyway to amend this to include it? or another work around currently?Thanks,

Are there any means which we could strip email signatures from incident description fields when tickets are created/updated via email support channels?  Many of our tickets are bloated with large descriptions because of the signature and it makes the experience on mobile devices less than on desktop clients.  We have common signatures that could easily be identified for all employees in our organization which will simplify this effort.  Thanks.

I’m closing our Wellbeing in IT survey today and an interesting quick stat from it is that close to 90% of respondents think that working in IT is going to get harder over the next three years.This is the highest it has been since we started running this survey and a significant jump from 2020 and the COVID bump in IT appreciation.What are your thoughts about how we can address this wellbeing factor?

I’ve installed the FreshService Provisioning app to my Azure AD tenant, following the online instructions exactly, not making any configuration changes.I add a test AAD user to the “Users and Groups” permissions to use the FreshService Provisioning app.When I manually try and provision this test user and I am receiving the below error referencing the “employee_id”. Export details Failed to create User 'ittest@trilliumstaffing.com' in FreshserviceError codeSystemForCrossDomainIdentityManagementServiceIncompatibleError messageStatusCode: BadRequest Message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details. Web Response: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":[{"field":"employee_id","message":"It should b

I am new to Freshservice and would like to create a New Hire Process where there would a parent ticket and child tickets pertaining to the parent ticket in different queues. Do you have any suggestions for me?

Two of the key stats in this Forrester Research report...62% of employees avoid the IT service desk 58% of employees live with ongoing problems that the service desk can’t fix.While stats such as these are important to know, what’s more important is understanding why.Have you ever looked at this issue in your organization? Please share your thoughts and successes.(A periodical customer satisfaction to all employees, rather than after every nth ticket, will help but only if people respond and there’s a question that can source the insight you need).   

I created a dropdown for the onboarding form that requests which kit to choose.  Is there any way to create or modify the conditions to include this drop down and the sub of the kit?  I have searched and searched to no avail

Hi,we tried to create a ticket using API V2. As close as possible to the cull expessions provided by the tutorial. While running the curl expression under Linux all work fine, but not with Windows.Expression:curl -v -u *APIKEY*:X -F 'attachments[]=@/home/user/xxx.txt' -F 'subject=API Test' -F 'description=Attachement Test' -F 'email=mail@someISP.com' -F 'priority=1' -F 'status=2' -X POST 'https://XXX.freshservice.com/api/v2/tickets'Error:{"description":"Validation failed","errors":[{"field":"attachments","message":"It should be of type valid file format","code":"datatype_mismatch","nested_field":"attachments.[0]"}]}* Connection #0 to host XXX.freshservice.com left intactWe don’t understand why, 

Very new to Freshservice and was looking for a way to update fields within a Service Request ticket after it has been submitted.Currently, we are transitioning from one Service Desk system to a new one and migrating tickets between them.  Sometimes there is not enough info to answer all questions within a SR so we’ve been using “N/A” to bypass those.  But when trying to update after submitting, the ticket shows a notice: Is there a way to update these fields after the ticket is submitted?  Is there part of a permission set? Thank You!

Hopefully they can help inform your decision-making :)https://itsm.tools/important-itsm-statistics-2022/There are also inflight surveys on wellbeing, sustainability, and cloud management that will help in the future.

I’ve written about this in the past but can I find it now?So, I thought I’d ask the Community - what do your SLAs promise in terms of the fix times for P1, P2, P3, and P4 incidents? There’s no right or wrong answer but it would be good to see what different IT support teams are aiming for. Thanks :)

Freshworks has licensed this interesting Forrester Research report that offers great insights into what employees think of their corporate IT support:https://freshservice.com/state-of-service-deskIt’s definitely worth a download.

Hi gang, I’m fresh to freshservice and am getting used to the ticketing system. I’m used to using Connectwise / Autotask / other help desk software and am a little baffled by what I thought would be simple:Many tickets come in from folks who are not ultimately the primary requester. Joe might email us asking us to fix Mary’s stuff. Well, we are not going to work with Joe, we  are going to work with Mary and as such I want to update the requester on the ticket to Mary.I cannot find an easy way to do this. I don’t see an “edit” option on the ticket’s “more” dropdown.I am set up as an admin on the system.If anyone has a suggestion, I’m all ears!Thanks in advance

It can be accessed here, with XLAs at the peak and IT service catalogs at the nadir:https://www.gartner.com/doc/reprints?id=1-2AL7FXPB&ct=220715&st=sbI bet there’s lots on here you have heard of (yet). I know I haven’t.

I am trying to get the name of the logging officer into a placeholder (Freshservice does not have such a field!) To do this I am using the Fresh v2 web API. To do this I am doing a GET request to https://sjchh.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/activitiesThis is getting the activities fine, and it picks up the name of the agent for each activity under $.activities[*].actor.nameUnfortunately, my plan of getting it out of $.activities[0].actor.name as the first recorded activity doesn’t work because Fresh returns the JSON array in order of last activity to first activity. Does anyone know how to get the highest indexed activity? So I have six activities, the highest indexed activity would be number five, so I want to access $.activities[5].actor.name  

Having just edited a third-party article on the future of Service Management Offices I still can’t help think that these entities aren’t as popular as advisory organizations make out. So, does your company have one? If so, how is it benefitting you? Thanks :)

Hi,Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.So this is either a report of a prob

In exporting a report how do we include a ticket URL instead of the ticket number only. This will be handy for the one reading the report if he/she wants to view the ticket number.

The current integration assumes Freshdesk is always the ‘customer’.  In our organization we have two support areas for our employees; IT (Freshservice) and Business Systems Support (Freshdesk).  We have three needs.  This integration solves for one.  It would be great to solve for all three.Business Systems request requires support from IT - solvedIT requires support from Business Systems - UnresolvedAbility to transfer a ticket to the proper helpdesk - UnresolvedOur business does not have a full fledged customer support area for all employee needs.  We have two support areas.  IT and Business systems. IT (Freshservice users) supports hardware and infrastructure such as phone systems and network. They also support licensed software such as Outlook, backups, etc.Business Systems Support consists of business analysts and technical analysts that support our business systems used to perform business transactions; services and systems provided th

Is there anyway to import a CSV file in the companies section as we can do in the Contacts section? I have a lot of companies to migrate from our current solution to fresh for successfully migrate all the info.Contacts import option:Companies:?????