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Using Freshservice

Using Freshservice

1470 Topics
M
Apprentice
mahendra_singhApprentice
posted in Ticket & Workflow Management
Horrible Experince with Freshservice workflow

Product Team made change without informing to the customer account team. All business rule and workflow went wrong. Even team change the basics of the Support service they provided earlier. Like SR can be created with different role conditions and now change the condition for the same. So all rules failed for business.We required to stop the business user for daily activities since there is challenge, they can change the properties of SR.Please done change the base of the old customer instance. This will create critical issue for a running businessThanks-Mahendra Singh+91-8586924668

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Community Debut
4 years ago
G
Apprentice
guptaApprentice
posted in Assets
Inventory - Asset Addition

When we buy assets, they are usually bought in Bulk example 20 Laptops. All twenty would have the following common at a minimum: 1. Product 2. Acquisition Date3. Vendor4. WarrantySerial Number would be different for each. Would it be possible to simplify this process by supporting the acquistion process.

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Contributor
4 years ago
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Contributor
leigh.websterContributor
posted in Portal/Knowledge Base
Scroll bar on solution articles always shows

When viewing a solution article in the customer portal, it always shows scrollbars on the right and bottom even when they aren't required.The solution article shown below contains very little text and requires no scrolling. However, the scroll bars always show.

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Community Debut
4 years ago
K
Contributor
kevin.hansonContributor
posted in Assets
Service requests submitted for someone else not showing as open or pending

Hello,I'd like to report an issue with tickets created as service requests not displaying when viewing a requester profile. To reproduce the issue complete the following steps.A service request is submitted as a technician or requester and the box "Request for someone else" is selected and a requester is input.The ticket is created as a service request.Navigate to the Requester profile where associated pending or open tickets and assets may be viewed.The issue: The ticket does not show up under the open or pending tickets regardless of status for either the individual submitting the request nor the individual who the request was submitted for.Troubleshooting steps I've attempted without resolutionSubmit the service request as a non-admin technician. The same issue is reproduced.Submit the service request as a standard requester using the assume identity feature. The same issue is reproduced.Convert the ticket from a service request to an incident. No change occurs.Change the ticket thr

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Community Debut
4 years ago
G
Apprentice
ganeshApprentice
posted in Analytics
Analytics for Freshservice

Re-imagine your Helpdesk experience with interactive visuals designed to help you proactively address customer needs and manage your workload better. We present to you FreshInsights, a brand of Radiare and marketplace partner of Freshworks. FreshInsights encompasses various platforms built towards effectively managing and mining your enterprise data. The platform offers visually intuitive dashboards and analytical reports that enable you to get effective insights from their data. FreshInsights is available as a ready plugin for Power BI and Tableau for Freshdesk and Freshservice as a free trial version to consume the basic Reports and dashboards leveraging your existing Power BI and Tableau product suite without any further investments.  Register and find out how we can help you ace your customer service game! It will take less than a minute. No credit card required. Visit us at - https://freshinsights.co/Freshworks Marketplace: Freshservice - https://www.freshworks.com/apps/freshservi

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G
Apprentice
5 years ago
P
Skilled Expert
patricksawyerSkilled Expert
posted in Employee Onboarding
Employee Onboarding Module

So I recently noticed the employee onboarding module on the admin page. Has anyone explored setting this up?

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rajagopal.baladhandayutham
Community Manager
5 years ago
J
Apprentice
jonathan.houstonApprentice
posted in Portal/Knowledge Base
API: Request forbidden by administrative rules

I have Account Admin rights and I am using the APIKey.When calling the api locally from my development pc the api will work.When calling the api from azure I get 403 Forbidden Request forbidden by administrative rules.This has been working for the past 3 weeks and 2 days ago it started failing.  Has anyone come across this issue before and possible have a solution.  I have looked all over the portal for an settings for this as well as googled.Thanks!

3
rajagopal.baladhandayutham
Community Manager
5 years ago
P
Contributor
peter.vancikContributor
posted in Ticket & Workflow Management
Workflow conflict / Add PRIVATE note after closure Reopen ticket when requestor responds

Hello, A bug in workflow automator. We have 2 rules: 1. If ticket updated / if status is closed / add private note "<text>" 2. Out of the box rule > Reopen tickets when the requester responds When ticket is "closed"  rule 1. is executed and "SYSTEM" adds a private note. But it is in the same time also rule 2. executed. and ticked reopened! This ticket can not ever be closed. Problem is, that Freshservice does not recognize System note and Requestor note. Or the primary EVENT(condition) if requester responds is wrongly defined in code of rule 2. Thank you Peter

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rajagopal.baladhandayutham
Community Manager
5 years ago
A
Contributor
astedfastContributor
posted in Assets
Asset import fails

I was able to do an import of my full list of assets one time, but it defaulted them all to the same CI Type.  I then split them up into separate CSV files according to type (which was tedious), but the imports now have 100% failure.  There is no reason given, so how can I go about fixing the problem?

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Contributor
5 years ago
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Contributor
jstlaurentContributor
posted in Portal/Knowledge Base
Freshservice for Facilities or HR? Advice?

We are considering adding another department to our Freshservice portal - Facilities to be exact and I was wondering if anyone else has done this and how is it working? We think the idea of a central Service Management system for employees to use makes sense from multiple perspectives - one account for users, consistency of process and experience, ability to check open tickets for not just IT but another department, submit multiple tickets. There is also some tickets such as AV, Room setups, employee moves that would work better as one ticket and handing out tasks for various components - of course this would all be automated through rules and using the Service Catalog.  I think the reporting would be okay and work as well as ticket views to keep everyone focused on their items/department. The home page that shows general stats is nice to have and we monitor and now this will be tougher to keep a close eye on if multiple departments are using it.  Facilities has high value assets a

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A
Contributor
5 years ago
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Apprentice
luke.mackenzieApprentice
posted in Portal/Knowledge Base
Live chat on freshservice portal

I am trying to embed the freshchat widget onto the portal for fresh service. But I can't seem to get the codes to work wherever I put them.Has anyone been able to get this widget to run, and can you point me as to which sections in the portal the two required codes need to be added.Cheers

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Community Debut
5 years ago
K
Contributor
knauthrContributor
posted in Assets
Managing replacement parts and other consumable assets

I am looking for a way to keep track of commonly used replacement parts, like projector bulbs, hard drives and other consumable items. I thought Freshservice would allow us to keep track of quantities and usage, by linking the items to permanent assets.  For example: A requester submits a ticket because their laptop is not holding a charge --> a technician determines the battery has failed --> the technician issues a replacement and documents it in the ticket/on the asset that 1 battery was used. At that point, if we had 5 batteries in stock, the system would automatically adjust the in stock quantity to 4. Any suggestions you might have would be greatly appreciated! Thanks so much!

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Contributor
5 years ago
C
Apprentice
chris.neillApprentice
posted in Analytics
Posting Ticket Data to External Source Using Webhook

Has anyone used the Trigger Webhook to post ticket data to an external source?  I'm trying to effectively write some ticket data to an external source i.e. SharePoint or similar.  Currently my leadership team is wanting to gather total elapsed time of ticket in a particular status for reporting purposes.  Tickets in Group A spent a total of 120 hours in phase "Development", and so on.  There doesn't appear to be a way to accomplish this in the canned reports or analytics.  The data is not included in the scheduled export either.  My thought was to trigger a webhook when the status changed given certain criteria, and then write data from the ticket to an external source.  I could then draft custom reporting off that.Thoughts? or help?

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Community Debut
5 years ago
Breezy Themes
Breezy ThemesFreshworks Partner
posted in Portal/Knowledge Base
Otay Freshservice portal

Otay Freshservice portal is created for knowledge bases with a large amount of content. It makes reading information easy and comfortable. This Freshservice template displays categories boldly above the fold, all elements are arranged properly to keep smooth navigation. The template also includes Font Awesome and additional formatting components to make content easier to digest (not provided in the default template). It is responsive and looks great on all devices. We can help you install the Otay template on your Freshservice portal free of charge. Test the demo of the Otay template for Freshservice portal.

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Breezy Themes
5 years ago
P
Contributor
peter.vancikContributor
posted in Portal/Knowledge Base
Placeholder "approval.ul" and approval.portal_url does not return value

Hi,In workflow automator by action > send email to group, used placeholder approval.url does not return value.Workflow is executed and is correct. Email is received by group members, other placeholders work fine (subject, ticketID,...) approval.url NOT.Approval mail received by agent.Approval requested and seen in ticketAgent which has to approve is in the same group as  in workflow  action.RegardsPeter

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Community Debut
5 years ago
P
Contributor
peter.vancikContributor
posted in Portal/Knowledge Base
Hide associated assets in customer portal ticket view

Hello Freshservice users/agents,For those, who don't want to show associated asset to tickets in customer portal for requestors. E.g. assest are shared or customer is not allowed to see it, but it has a benefit for service operation to associate these assets for further analysis, here is a workaround :Place this part in admin>helpdesk rebranding>customize portal>stylesheet> custom stylesheet>/*  with this part is hidden detail about associated assets in customer portal ticket view - sidebar */  .sidebar-tktdtls {     display: none; }

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Contributor
5 years ago
D
Apprentice
dan.habberleyApprentice
posted in Portal/Knowledge Base
Blocking submissions from unknown users

Good Morning Guys, So we're currently trying out freshservice as a possible ITSM/MSP solution, and so far all looks pretty good. The only problem I'm having at the moment is not being able to stop unknown user's from submitting tickets/user's able to submit tickets on behalf of other users. Currently if a user/requester logs into their portal, they can edit the name of the requester to anything they want, which then automatically pings off an account activation to the email address supplied (if valid). Is there any way to limit this field so that it will only accept verified users? Or better yet hide the field entirely so that people can only submit tickets as themselves? I've got it set up so that only registered users can log into the portal, but this doesn't stop them from then being able to edit the aforementioned field, as once the ticket is submitted with a non-registered user's email, the user can then register themselves. And we don't want to block sending of the account

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Community Debut
5 years ago
M
Apprentice
magnus.dellborgApprentice
posted in Portal/Knowledge Base
Forwarding emails from a private inbox to your support portal

This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.Anyone else having same problems? 

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Community Debut
5 years ago
A
Apprentice
alan.rodgersApprentice
posted in Assets
How many assets do I have left?

Can I see how many assets I have left?I am adding software to the CMDB and users are being allocated as assets using the CI. Due to the FreshService plan we are using our asset count is limited, so I need to make a judgement call on how far I can go with keeping track of how many computers/laptops are in the CMDB, what software is on them. Also, does software count against asset availability according to which plan we're using?

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Community Debut
5 years ago
D
Apprentice
dbrownApprentice
posted in Portal/Knowledge Base
Random ADFS SAML Issues

 Over the past few weeks we have had random SAML single-sign on issues. All of a sudden users will be redirected to the xxxx.freshservice.com/login/normal screen instead of their portal. In order to login they need to use their FreshService credentials instead of their AD credentials. We are not seeing anything in our logs and the problem will resolve itself shortly after the problem appears.Has anyone else been having issues?

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Community Debut
5 years ago
M
Contributor
mary.georgeContributor
posted in Employee Onboarding
Spotlight #1 - Chat and Collaborate Instantly with Team Huddle

If you’re wondering how your team collaborates with other departments and if the answer is “somehow” with a shrug, that’s not good enough. This is why Team Huddle is here. It ensures collaboration among agents without having to actually leave your helpdesk. Wanna know how? Let’s dive in...How does team huddle aid agents in your firm?With the discuss button /team huddle agents can swiftly chat and collaborate with other fellow agents by just @ mentioning the agent/team on the ticket page.You can also highlight any part of the ticket to start a discussion.You can check if agents are online/offline in your conversation.Oh, and don’t worry, we make sure you’re notified in-app and via email every time when there’s a new message and when you’re tagged in a conversation.Let’s take a look at a few scenarios where you can use Team Huddle.Ask the Experts:The IT service desk works on a multi-tier support hierarchy and in case there’s a bug fix Alex (L1 Agent) can’t resolve, he can immediately dis

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C
Contributor
5 years ago
S
Apprentice
shihab_18228Apprentice
posted in Portal/Knowledge Base
Support portal fields costomisation

Hi,May I know how can we change the default support portal query fields?currently below mentioned fields are there, instead we prefer to use.NameEmailCountryCityBranchAsset LocationSubjectDescriptionappreciate your helps.

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Community Debut
5 years ago
S
Apprentice
shihab_18228Apprentice
posted in Portal/Knowledge Base
unsecured Portals

the users from different portals are able to acess any portals with their credentialsExample User from portal 1 can access portal 1 and 2 and vice versa. 

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Community Debut
5 years ago
K
Contributor
karthik.pasupathy_oldContributor
posted in Ticket & Workflow Management
Spotlight #4 - Execute actions with a click using Scenario Automation

Many times, you would’ve come across a scenario where you would want to update information or perform a specific set of activities when you receive a certain type of ticket. It can be anything from adding a specific note for the others in the team, setting a specific priority or urgency, set an approval stage, or even add an agent or an admin as a watcher, etc. Scenarios like this happen several times during the day and performing them manually can be a little monotonous. If you’re thinking about workflow automator, I wouldn’t say it is wrong.All the aforementioned scenarios can be tackled through workflows. But, workflows get executed for all events whenever the conditions match. Also, I would personally prefer saving workflows for more complex tasks like ticket sorting, setting up an internal approval process, etc. If you ask me what am I getting at, my answer is “Scenario Automations”Scenario automation is a feature that allows you to perform a simple action or a bunch of actions wi

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K
Contributor
5 years ago
S
Apprentice
sdietzApprentice
posted in Portal/Knowledge Base
Portal Homepage Customization

Hello,Is it possible to customize the homepage/landing page of the service desk?I find an old forum thread where it looks like a lot more customization was available in the past:https://support.freshservice.com/support/discussions/topics/308039Thanks!

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Apprentice
5 years ago

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