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andersreveTop Contributor

Understanding if the tickets is from a customer or partner

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

19 hours ago

MBragaTop Contributor

Analytics

Freshdesk - Report for agent past year (eg 2024)

Hi,I need to generate a ticket report grouped by agent. I tried using analytics - timesheet summary and the agent tab, but it shows a blank screen with "no data" written on it.I have the growth plan.

19 hours ago

andersreveTop Contributor

Analytics, Reports & Dashboards

Understanding if the tickets is from a customer or partner

19 hours ago

guardiolaContributor

Analytics, Reports & Dashboards

Percentage or total number of tickets escalated

How can I display or measure the total number of tickets escalated during a chosen period? I don't want to see the current number of tickets with status "Escalated", but how many tickets received the status "Escalated" at least once during the chosen period.

19 hours ago

SBlinnApprentice

Freshservice – London User Network

Analytics - Report Type

Good day,I’m setting up a schedule for a report and want to change the report type but the selection is greyed out: However, if I schedule an individual widget the option is available: The report is several pages, the widgets are all the same type and all allow the selection. But I need the report to be sent, not individual widgets.Why is the option not available for the report and how can I change this? Thanks,Suzanne

191

2 days ago

mbutlerSkilled Expert

Ticket & Workflow Management

Post Message to Teams using Power Automate

Microsoft is retiring the Office 365 connectors to post to MS Teams.https://support.freshservice.com/support/solutions/articles/50000010137-ms-teams-connector-deprecationI was following the instructions to use Power Automate, but noticed that all of my tests with Power Automate were getting truncated. You can see the message on top which is using Power Automate and the message below which is using the old method.I cannot have truncated messages. Even the example on the web page provided by Freshworks has a truncated message : look!!I believe that the “wrap” property isn’t set by default causing the text to be clipped "wrap": { "type": "boolean", "description": "If `true`, allow text to wrap. Otherwise, text is clipped.", "version": "1.2" Has anybody else ran into this yet? I believe a schema will have to be built and then available - there’s a designer that you can access here: https://adaptivecards.io/Then, the workflow settings may need to be modified to us

5311

2 days ago

Kamakshi VCommunity Manager

Apps and Marketplace Integrations

Comment YES to join ! On-thread AMA on Freshdesk Integrations

Hello Freshworks Community!Integrations are at the heart of getting the most out of Freshdesk! From streamlining workflows to connecting your favorite tools, they play a key role in making your support operations smarter and more efficient.Freshworks Product Expert @aravind.sundararajan is hosting an hour long on-thread Coffee Chat all about Integrations — a casual, AMA-style conversation where we share insights, swap best practices, and learn from each other’s experiences.☕ This is NOT a Zoom webinar. It’s happening right here on the community as a thread-based discussion. See an example here for how it works.If you’d like to join, comment “Yes” below and I’ll send you a reminder before we start. General House RulesWhat this is A thread-based Coffee Chat in the Community for a duration of 1 Hr An open, two-way discussion on Freshdesk integrations What this is not A Zoom webinar How it WorksOur expert will be online at 9:00 PM IST to kick off the conversation. You can post your thou

23512

2 days ago

elobatoSkilled Expert

Assets

Updates to managed assets.

Hi team!I am guessing this will be a topic of conversation and maybe I am not the first to write about it, but: Updates to Managed Assets Coverage for Existing Freshservice Customers : FreshserviceHow, when and why? Seems like the information was just released for the first time (I could be wrong and totally missed it) but I would like to open a thread regarding this. I honestly think this is a bad move from Freshworks when it comes to us manually uploading and updating our assets. What are the prices going to be like? What options do we have? When will this be implemented? Please feel free to share your thoughts and join in on the conversation!

351860

2 days ago

dc502Apprentice

Automations

how to add date to scheduled ticket creation

I am using the ‘Scheduler’ to create an incident on a monthly schedule. I’d like to add the current month to that incident. I tried adding {{String | date:"%b %Y"}} to the subject line, and to the description, but it just puts that text in the subject or description. How is this supposed to work? My understanding is that {{String | date:"%b %Y"}} should be interpreted as [abbreviated month] [4 digit year] in my ticket. We do use this format in some email replies where things like {{ticket.description}} or {{ticket.description}} work as expected. Are the “Liquid” filters only for use in email? RubyDoc.info: Module: Liquid::StandardFilters – Documentation for liquid (2.4.1) – RubyDoc.infoThank you!

2 days ago

alyssia.correaCommunity Manager

Announcements and Events

Product IDEAS Section | FAQs

Hello Freshworks Community!Please find the FAQs for the PRODUCT IDEAS section ! Here, you'll find answers to common questions about submitting, sharing, and voting on product ideas. Get the information you need to make the most of your involvement in shaping our products. ❇FREQUENTLY ASKED QUESTIONS ✳ What is the Ideas Section?The Ideas section on Community is where Freshworks Community members can view, share, submit and vote on freshworks product ideas. This can be feature requests, enhancement to improve the product experience, and more. The goal is to give our community members a voice to share their ideas and get direct feedback from the product team. What can you do in the Ideas Section? ➡ You can search and view ideas previously submitted➡ Share your inputs/suggestions on submitted ideas➡ Vote on existing ideas that you like➡ Share new ideas What is an Idea? An idea is a member-submitted product feature/enhancement request. It is a recommendation/proposal for features not

10189

2 days ago

andersreveTop Contributor

Analytics, Reports & Dashboards

Understanding if the tickets is from a customer or partner

19 hours ago

MBragaTop Contributor

Analytics

Freshdesk - Report for agent past year (eg 2024)

Hi,I need to generate a ticket report grouped by agent. I tried using analytics - timesheet summary and the agent tab, but it shows a blank screen with "no data" written on it.I have the growth plan.

19 hours ago

andersreveTop Contributor

Analytics, Reports & Dashboards

Understanding if the tickets is from a customer or partner

19 hours ago

guardiolaContributor

Analytics, Reports & Dashboards

Percentage or total number of tickets escalated

19 hours ago

SBlinnApprentice

Freshservice – London User Network

Analytics - Report Type

191

2 days ago

dc502Apprentice

Automations

how to add date to scheduled ticket creation

2 days ago

prakashhindujagenevaApprentice

Apps and Marketplace Integrations

Prakash Hinduja ~Why isn't my integration syncing data correctly?

As a seasoned financial advisor and consultant, my name is Prakash Hinduja. I am a resident of Geneva, Switzerland (Swiss), and I use my deep foundation in international finance to expertly guide a diverse clientele. Originally from India, I specialize in crafting personalized wealth management and global investment strategies. My guidance is specifically designed to help clients enhance their financial portfolios and build lasting wealth, which has earned me the moniker, Prakash Hinduja net worth booster. I’m having trouble with one of my integrations—not all the data is syncing correctly, and I’m not sure what’s causing the issue. Has anyone faced similar problems or have tips on how to troubleshoot and fix data sync issues? Would really appreciate your advice. Thanks!RegardsPrakash Hinduja Geneva, Switzerland (Swiss)

2 days ago

PaulSnellingBizApprentice

Analytics, Reports & Dashboards

Lower First Response Time?

Hello, I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?Also to go with this the lowest notification/approach timer that can be set is 30minutes. Would there be any scope to amend these to a custom timer.

975

3 days ago

Kevin_SApprentice

Automations

Workflow Create Azure Guest without Powershell

Hi,i would like to be able to let users create a ticket/request in FS to invite a user to our Azure AD for sharing with said guest user. I don't want to use PowerShell for this. I tried a bit with Webrequests, but unfortunately couldn't get it right, I have read that it should work with Microsoft Graph, but unfortunately I don't quite know how to create a connection to Graph from FS. Perhaps someone has already set this up successfully? Kind regards,Kevin

343

3 days ago

DaniSContributor

Ticket & Workflow Management

Contract expiration ticket creation

Looking for a solution to leverage the Workflow Automator module specifically for contract management. The goal is to automatically generate tickets when a contract is approaching its expiration date. This automation should help ensure timely follow-up and renewal actions, reducing the risk of contracts lapsing without attention. Please provide guidance or implement a workflow that monitors contract expiration dates, and upon reaching a defined threshold (e.g., 30 days before expiry), triggers the creation of a ticket assigned to the appropriate team for action.

4 days ago

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