Using Freshservice

A good while back I asked if your organization is using employee experience management data to improve its IT or ESM service delivery and support operations and outcomes? From what’s it doing to what has been identified to improve upon. Or whether it has plans to do so in the future.Maybe the post was too early in the Community’s evolution to gain traction, so I’m asking these questions again. Do you have anything that can be shared with your Freshservice peers? Please let me an others know via a response. Thanks :)

Hi I wondered if there was a method to convert a MS Teams chat to a ticket,  A lot of the comms now come to specific agents via Teams rather than email (we are a small team) and it would be great to convert a conversation to a ticket - is it possible ?

Hi Team,I am having issues getting my Freshservice Discovery Agent reporting into Freshservice and can not sun any of the Freshservice commands found here:https://support.freshservice.com/support/solutions/articles/50000002840-discovery-agent-commands-mac-linux- I had installed the application once, removed it via command then installed it again, removed it via folder deletion and installed again and I believe we are in a bit of a knot - reading through the forum it looks like there are clean up scripts that need to be run? Can I please get some support?

I’ve read the posts and have installed the Outlook 365 app which allows the tasks created to be placed on the Outlook calendar. What I’d like to do is see the agent’s availability from Outlook in the task calendar - just a free/busy view - to help with scheduling tasks across a team. With this, the agents (and managers) would not need to bounce between calendars to see if an agent is available to perform a task or not. Color coding for each agent in the calendar would be a big plus. Is this something that is available now? 

What is the best practice for doing a yearly hardware inventory? We are a public school district with about 6000 endpoints and id like to do a summer audit.  We currently use the google connector for adding chrome devices and a combo of probe and agent for windows devices.

Currently i am working as a commercial executive in a company. everyday i deal with so many peopple to book orders because im working as a trader. sometimes i have to bear so much disrespect and no one take action because they are our clients. Even boss does not take any action. How can i deal with such customers. Should i enrol your Customer Service course to learn this kind of tectics? 

When people say that they “do” ITSM or have adopted ITIL, this can mean many things in terms of the capabilities that have been adopted. No matter if it’s just incident management or a dozen ITSM capabilities, there are still other ITSM capabilities that could be brought in to benefit the organization.So, what ITSM capabilities would you like to add into your organization? And what’s stopping you doing so?Please let me know as a response. Thanks.

Is there a way to disable the email approval notification when creating or editing a contract. This is an unnecessary step for us.If this is not possible can I approve a contract when creating a contract to avoid these notifications.

Hey everyone, we’re looking to bolster our CMDB by providing discovery into your Cloud infrastructure. We’re starting off by supporting discovery on AWS and Azure and will add more providers incrementally. I’d love to connect with anybody who would be interested in this feature. 

Posting this here since it’s about Freshservice and not Freshdesk specifically, but there isn’t an API specific category.I’m using a Service Request to create a form for technicians, primarily student workers, to fill out when they check on printers in labs and public spaces to report on the amount of paper present and if there are any printer issues to report.  If the amount of paper present is below a certain threshold and/or there is a problem with the printer, an Incident ticket is created using webhooks to the API; if it is both items, there are two tickets created as they are different issues.This logic works just fine.However, what I would like to is attach the printer reported to the ticket via the API.  The SR form gets me the name of the printer, which is in the {{ticket.ri_74_cf_which_printer}} variable.  However, to add an asset to a ticket that is being created, I need to use the display_id for th

Greetings,Is it possible to run reports on word searches (and other information) that customers at my institution use to search for solutions?Thanks much,Denis 

Members of our CAB also request and implement change tickets of their own. I want a simple way to remove a CAB member from the list of approvers if they are the requester or implementer.  How can I achieve this?

How do you ensure that pre-approved changes are indeed pre-approved and not being selected to skip approvals? I know actions that can be manually done to prevent this but I want to enable change implementers to use pre-approved changes more effectively. My initial thought was to have a business rule that forces a change template is selected/required on submitting the change request but there other benefits to using templates outside of pre-approval and doesn’t really fix the change process avoidance issue.How are you doing this at your organization? We tend to align with ITIL where possible but has been a 2 year journey thus far. Thanks in advance. 

I just stumbled on this article updated May 14, 2020 about change from Sendgrid to FS own mail servers. This is a big change as it would seriously impact users receiving emails from helpdesks everywhere. How is it possible a change like this can take place with no emails sent out to customers? No post here in the forums? Are we just supposed to find out when our customers stop receiving helpdesk emails?https://support.freshservice.com/support/solutions/articles/50000001087-migrating-from-sendgrid-to-freshworks-email-service

We are testing freshservice for first time, email regarding ticket responses goes just fine, but I cannot get any email sent to new users or agents when they are added. Also cannot get reply emails regarding the online academy training login either. Any suggestions, our email is through G-Suite.

One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management. How are you doing in respect of the following processes?   Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3%

I am using Freshservice Project management. Creating the tasks and subtasks work okay. When I try to use the drag and drop for Finish to Start or extend a tasks time in GANTT view, more often than not, the project management page will lock up. Eventually the browser returns the error message ‘This page is not responding left for a while. It comes back eventually. It seems to take a long while for a simple change. Other times, the page will return to an unhappy face and must be closed and reopened.Any feedback much appreciated.Using MS Edge or Firefox - happens in both

Hello,I have this problem with a client where after about 7 days it stops working.If I cancel the ongoing IP range scan it will just start again and work for a few days.This is what I see in the logs at the moment the task was supposed to start on the day it stopped working: 2021-09-21 10:15:03,364 [8] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - waiting for monitoring thread to complete.2021-09-21 10:15:05,833 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 12021-09-21 10:15:08,864 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:11,882 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:14,898 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:17,915 [66] DEBUG Freshser

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.  

I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system.  Part of this question is just about getting rid of that spurious link. 

Hello,To achieve the automation of user creation in our AD, I followed this post and I also drew some information here. Now, I would like to be able to automate this user creation by limiting as much as possible the fields that the people in our HR department should fill in.For example, if the user selects the field "User site" = site AI should be able to automate the autofill of user attributes as 'Address' 'Postal code' 'City' The simplest solution would have been to condition the auto

If your IT self-service capabilities are working well, then you might want to consider extending them to other business functions (whether you wish to call it enterprise service management, digital transformation, or simply business improvement). A recent Freshworks survey found that 44% of organizations currently do this, with the top self-service sharing use cases:Human resources (HR) – 30% (this is 68% of the organizations that have shared their IT self-service capabilities) Finance – 20% Facilities – 19% Security – 17% Business operations – 15% Customer service – 13% Procurement – 12% Legal – 12% Sales and marketing – 12% (this is 27% of the organizations that have shared their IT self-service capabilities)Have you done similar? If so what did you learn that would help others? Please let us know these helpful nuggets as a response.

Have any of you tried to connect the freshservice alert function with LibreNMS? If so how?

Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris

We want to have a service catalog item call Password Reset, requesters would simply select that item, their name and application they need a password reset for. The problem is that it generates an email to their manager for approval. We are looking for way to stop sending that approval process. Any ideas?