Tickets
A group has RR assignment turned on what will happen if the agent is set to none in the same group?
the RR will not assign it to the next available agent
Scheduled Ticket Workflows run on?
On tickets that are not resolved/closed
How do you distinguish a loaner asset?
Usage Type is Loaner
Are workspaces limited to the 4 ticket types? Can we not add additional prefixes or also use INC or SR?
Yes. They can't add additional prefixes or use INC/SR.
How do we set up a group-level agent reply template?
Canned Response
You can create the scenario by setting visibility for specific agent groups.
Can I automate the relationship between assets?
Asset relationships can’t be automated
Can we apply business rules actions on the Workspace field?
No we can't
The total number of fields that can be added in an SR including DropDowns + Text Field + URL?
50
How to identify which workflow did run on an asset?
Logs
Why can’t I find custom fields in column customizer in inventory?
Choose the right asset type
Does Business workspaces support assets, purchase orders and contracts?
Business agents can only access ticketing, knowledge base, project mgmt, and analytics. So to use asset mgmt, the other team will have to onboard a few agents as full-time Pro/Enterprise agents.
Is Team huddle a real-time chat feature?
Yes, it is real-time. We even have notifications so you would be notified immediately once a message is posted in a Huddle you are part of.
Difference between trigger webhook and web request nodes?
Types of Depreciation in Freshservice?
* Declining balance
* Straight Line
* Sum-of-years-digits method
An agent with which role can access Employee Onboarding
Account Admin
If an agent has group-specific access and he raises a ticket to another group, how will he view the ticket?
A requestor can always view the tickets he raised.
How are the customers notified that the orch transactions are running out?
The Orchestration center will send out email notifications and put up in-product banners at 50,80,90% thresholds and once all transactions have been exhausted.
Does SNMP Scan fetch the firmware version for printers?
Yes
What happens when tickets are moved from one WS to another WS, will the tickets get unassigned?
No, As of July 20 a bug fix was rolled out and this was fixed.