Freshdesk Admin Basics: Groups, Business Hours and SLAs
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Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?
Hi everyone,I’ve recently been exploring how Freshdesk’s custom blocks and layout flexibility can be leveraged for industries outside of tech — specifically for small, local food brands that want to create a customer-friendly help center or FAQ portal.For example, I was helping organize content for a Filipino food brand that offers traditional dishes like The Original Pancit Malabon, and I realized how effective Freshdesk’s structure can be for showcasing product details, answering common customer questions (e.g., about ingredients or delivery), and building brand trust.In these cases, clarity and cultural identity are key — and customizable hero sections, video blocks, and quick-link menus really help users navigate without feeling overwhelmed.Would love to hear how others are using Freshdesk to support businesses in unique industries like food & beverage. Any tips for improving visual layout without compromising on speed?Thanks!
It does not appear, in inventory & services you have either:Search when you have anything in the filter section. The search bar disappears and you can no longer narrow down your search but have to scroll through the supplied list. There is also no free text field to search in the filter section either. Why is there no filter in the Services screen, you should be able to Filter based on the various options available so it only shows (for example) Operational Services, Services Managed by particular teams or people...
There should be a date field when a ticket is selected status Pending. So that when a ticket is suspended and it reaches that date, then the ticket automatically sets itself to Open. I would also suggest that in the Admin section that a Business Hours auto unsuspend date is able to be selected e.g. if your agency or company has a policy to follow up after 3 days then you should be able to set it to do this for every ticket set to Pending to automatically unsuspend after that time-period, unless a specific date is set after Pending is selected. That way if someone is away till a certain date, you can set it to unsuspend on the day after their return to follow up. I would also suggest a reason for Pending e.g. Pending Customer Response, External Action Required, Change in Progress, Major Incident Resolution, etc. That way it is clear why the ticket was set to Pending and can be reported on.
Have you ever wished Instagram offered more privacy settings, an ad-free interface or direct photos and video downloads? If so, you may be wondering how Instander APK differs from the official Instagram App. What special features does this modified version have that instagram doesn’t, and why are so many users moving to it? Let’s explore what Instander APK is and the reasons Android users now favour it.The ability of Instander APK to give users complete control over their instagram usage is one of its most notable features. It changes the way users interact with content on the platform by enabling high-quality media downloads and blocking intrusive advertisements. In contrast to the official app, it gives users more freedom and fewer limitations when using Instagram.The hidden privacy settings in the Instander APK are another intriguing feature. Users can zoom into profile pictures for a closer look, disable typing indicators in chats and view stories without being noticed. The app is
We have Freshsales CRM Suite. I started getting LOTS of invoices from Freshworks (15 yesterday, 25 today). Each bill is marked as Paid (they’re like $5 apiece).It tells me we’re out of incoming phone credits. I tried making a manual payment. It shows the payment went through, but our phone credit balance doesn’t update.The one phone number I have for anyone at FW, they aren’t answering.My sales staff is dead in the water.
Hi, I’m trying to use a dropdown field in a Service Catalog item that references a data source (Locations). My goal is to use this dropdown value in Workflow Automator conditions, specifically to route tickets based on impacted regions.However, when I select the catalog item in Workflow Automator, I can’t find the dropdown field under conditions. I tried using Impacted Locations instead, but the mapping didn’t work as expected.Does Workflow Automator support conditions based on dropdown fields that reference a data source? If not, what’s the recommended approach to achieve this?
The “Timer” node in workflow automator allows you to choose “seconds” as a unit, but the minimum allowed value is 60 seconds, which makes the “seconds” unit useless. We may as well just specify 1 with a unit of “minutes”. It would be great if you could enable shorter pause timeframes.For context, I have disabled the “New ticket is created” requester email notification, in favor of a workflow automator that is ordered last in my list of workflows and sends this initial email. I have a few simple workflows that need to execute first (change INC to SR in specific instances, and other ticket property changes), so my last-executing workflow has a timer that pauses for 1 minute before sending the new ticket email. Sixty seconds is a bit too long I think. As a requester, I would wonder if something didn’t work right, if I sent an email to a help desk and didn’t receive a “new ticket” notification within 15-30 seconds.Thanks for your consideration!- Jack C.
Dear Freshservice Admins and Users, It should be great to have Radio Buttons available in the Service Request Forms The Checkbox function allows you to tick YES or NO option at the same time.I love Dropdowns Lists but sometimes, it is more convenient for end-users and faster to just select a Radio button instead of selecting a dropdown value. 🍰 : Cherry on the cake : When selecting one value of radio button, please enable Dynamic Sections for values. Add Other Value as Google and other Editors already provide. See below an example on Google Forms Thanks for voting if you think it could be helpful for your orgs / companies RegardsMathieu
Hi everyone,We’ve set up the following workflow:Agent A creates a ticket. An automatic email is sent to Requester B.The issue is that when Requester B replies to that email, instead of their reply being added as an update to the original ticket, a completely new ticket is created.Does anyone know how to fix this behavior so that replies from the requester are correctly added to the existing ticket instead of generating a new one?Thanks in advance for your help!
Hello everyone.I've been researching strategies for maintaining a positive digital presence and wanted to hear insights from experienced professionals. In today’s highly connected world, even a small negative review can impact customer trust.How can companies proactively monitor and respond to feedback without appearing defensive? Are there specific tools or services you recommend for individuals or businesses looking to improve visibility while addressing negative content? I’m particularly interested in practical approaches and success stories related to online reputation management.What methods have you found most effective for protecting and enhancing a brand’s image online?
Hi everyone,I’m looking for tips or best practices to make apps run smoother, especially for gaming and high-performance usage. Sometimes heavy games lag or drain battery too quickly, and I’m curious if there are settings, tools, or methods that can help improve overall performance.If you’ve tried any effective solutions or tweaks, I’d love to hear about them. Also, I found some helpful resources on this topic — you can read more here.Thanks in advance for your suggestions!
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Does anyone utilise Freshservice for the kind of scenario wherein the ticket is initiated by an agent and requires a requester’s input? If so, what is your approach? An example of such a scenario: Conducting a user account review for a system, so an IT system owner (an agent) will ask department heads (requesters) to review a list of user accounts and the permissions assigned, confirming that they are correctSome approaches I thought of:Initiating a ticket and sharing it with a requester?Initiating a ticket on the requester’s behalf and setting the status to ‘Pending’ ? Any ideas are welcome, thanks !
Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?
Hi Guys, please i need help with creating a new ticket if a requester responds to a closed ticket. Is there anyways this is possible or has someone done this before?
Has anyone had success with reminding requesters to reply to tickets? For example, agent replies, if hours since agent replied is 9 and status is awaiting response, send email to requester.I found this post from several years ago, but I’m trying to avoid adding checkboxes to our ticket forms just for this purpose. I’ve implemented the below but it just fires an email every hour on the hour once the top condition is met; apparently disregarding the second condition (listed below). As a bonus, we’d like to only send the email during business hours. First attempt conditions (all):Status is awaiting response Business hours since agent replied is greater than 8 Business hours since agent replied is less than 9Result: User receives email every hour after 8 hours regardless of calendar hour
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