Who this is for: Support leaders who want to know how Freshdesk stays fast and dependable as ticket volume and expectations grow.At a glanceWhat chang...

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4 days ago

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T.BelevskaTop Contributor ⭐

published in Getting Started

How to migrate without disrupting your support team or customers?TOP CONTRIBUTOR TIPS

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event. Here are a couple of practical approaches to help your team migrate smoothly:1. Plan early and prepar

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3 days ago

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Karthik MurthyCommunity Manager

published in Getting Started

Faster SLAs, Steadier Service: How We Rebuilt Freshdesk Workflows for Scale

Who this is for: Support leaders who want to know how Freshdesk stays fast and dependable as ticket volume and expectations grow.At a glanceWhat changed: SLAs, automations and agent assignment now run on an event-driven platform that reacts the momen

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4 days ago

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abosticApprentice

asked in Getting Started

Scroll Bar Gone on Ticket Page

My scroll bar to the very right of the screen that is used to scroll the ticket page has disappeared. My coworker is also having the same issue.

633

4 days ago

KamakshiFormer Community Manager

published in Freddy AI in Freshdesk

AMA on Freddy AI Agent - Post your Questions !!!

Hello Folks!Join us for an interactive AMA session with @shrey450 and @ankitha.harinath from the Freddy AI team. 💬 This is also a great opportunity to share your feedback, pain points or areas where you'd like more help, resources, or improvements

87624

5 days ago

rhea.desouzaContributor

published in Automations & Workflows

Does technology play a big role in customer service?Blog

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losin

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5 days ago

LinnealvesApprentice

asked in Portals, Emails & Channels

Does anyone know how to configure images in help articles to display at full size on mobile devices?

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

4176

13 days ago

KamakshiFormer Community Manager

published in Freddy AI in Freshdesk

Say hello to Saurabh Deshpande, our Community Expert in AI Implementations!

Hello Folks!I’m super thrilled to introduce @saurabh.deshpande, Senior Manager at Freshworks, leading AI Implementations!Saurabh has a wealth of experience in implementing AI-driven solutions and has been at the forefront of initiatives like the AI J

4717

16 days ago

sophiarose2583Apprentice

posted in Getting Started

LTO

yupiee

220

28 days ago

OG Bobby JohnsonSkilled Expert

Placeholder within Approval Group NameUnder Review

We have a serious need for the ability to use placeholders within the action node for adding a name for the approval groups. Without this, we are having to run additional API requests; 1x to GET the approval groups, 2x to GET 2 different custom objec

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30811

1 month ago

LeonLerApprentice

asked in Automations & Workflows

Slack channels are not showed in configuration

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of cho

148624

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1 month ago

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abosticApprentice

asked in Getting Started

Scroll Bar Gone on Ticket Page

My scroll bar to the very right of the screen that is used to scroll the ticket page has disappeared. My coworker is also having the same issue.

633

4 days ago

InstanderAPKApprentice

asked in Getting Started

Instander APK V19.0 (2025) – Features, Updates & Download Guide

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 v

148623

1 month ago

gir-vmaApprentice

asked in Ticketing & Agent Productivity

Strange line break added on send

When I copy from GoogleDocs and paste in Freshdesk, and hit Send, a line break is added (when I hit Send, not on paste).See examples attached: the line break is added only when i have bold letters inside the text.Use case: we prepare email templates

250

1 month ago

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biweteContributor

asked in Automations & Workflows

Which Push Traffic Network Gives the Best Value?

Hello everyone.I’m preparing to launch a few affiliate campaigns using push notification traffic and am comparing several advertising networks. My main concern is getting enough quality traffic to test offers without spending too much during the init

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1 month ago

Rich DowneyActive Contributor

asked in Freddy AI in Freshdesk

Rename the 'Ask Freddy AI' button on the support portal

Is there a way to change rename this?

550

2 months ago

Rich DowneyActive Contributor

asked in Freddy AI in Freshdesk

AI Agent not displaying knowledgebase info correctly

HI, Getting some weird results where it is not showing all the info correctly, but close.in our KB, we have a article explaining how to map a network drive, then another article showing a list of all the standard drive mappings. All the drive mapping

470

2 months ago

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halescaneApprentice

asked in Automations & Workflows

Handling timezone-sensitive customer workflows with external date-based tools

Hello everyone,I'm currently building a workflow where customers submit information through a web form and the data is later processed through automation rules and notifications.One challenge I've encountered is handling date- and time-sensitive inpu

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2 months ago

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DonnahillApprentice

asked in Getting Started

Which Freshworks plan would you recommend for a small medical billing company?

Hi everyone,I'm evaluating Freshworks for a medical billing business and I'm trying to decide which plan would be the best fit.My company website is:https://smartrcmsolutions.com/We mainly want to manage customer inquiries, sales leads, and support r

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2 months ago

snapinstainkApprentice

asked in Getting Started

How to Attach Original Quality Instagram Media to Freshdesk Support Tickets Using Snapinstaink

A workflow challenge I keep running into when managing customer support through Freshdesk is that customers frequently reference their own Instagram posts as part of a support request, for example sharing a product photo or a visual complaint. The is

40

4 months ago

camag.serviceApprentice

asked in Ticketing & Agent Productivity

What is the recommended procedure to deactivate contacts in Freshdesk?

Hello everyone,We would like to understand the recommended procedure for deactivating contacts in Freshdesk.Specifically: Is there a way to deactivate a contact without permanently deleting it? What happens to existing tickets associated with that

2672

4 months ago

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Freshservice

Questions, tips and how-tos for Freshservice, our IT service and employee service product.

Getting Started

227 topics

Freshdesk

Questions, tips and how-tos for Freshdesk, our customer support product.

Getting Started

74 topics

Ticketing & Agent Productivity

540 topics

Automations & Workflows

369 topics

Portals, Emails & Channels

458 topics

Freddy AI in Freshdesk

20 topics

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Alex.PreeceApprentice

Export Journey Forms to PDFSubmitted

It would be really useful to have the ability to export completed forms within Freshservice Journeys as a PDF.Teams such as HR use Journey forms to collect information from employees during processes such as onboarding, employee changes and other HR

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4 hours ago

Daniel SöderlundTop Contributor ⭐

Secondary e-mail for agentsUnder Review

It would be good for agents to have secondary e-mail as well. A customer having there SAMAccount adress as primary login in FS and primary e-mail as secondary for requesters. Customer then need 2 profiles per agents One with the primary e-mail as a

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1777

5 hours ago

PeterAndersonCommunity Debut

Sort tickets by multiple columnsPlanned

Currently, when viewing a list of tickets, you can add, remove and rearrange columns using the setting on the right-hand side. You can also sort the list using the setting on the left-hand side. However you can only choose one of the columns to sort

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41213

6 hours ago

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Karen.ScottContributor

Analytics schedule optionSubmitted

Using MSP mode, I have Quarterly reports that are sent out. Due to not having an option to automate these on a Quarterly basis I have set them up Daily and just turn them on each quarter, let them run and then turn them off again. (Not ideal and I ha

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33819

2 days ago

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gokhanrzApprentice

Cross-Workspace Ticket Visibility for AgentsSubmitted

Currently, when an agent creates a ticket in another workspace to which they do not have agent access, they cannot view that ticket in the agent interface. Instead, they must switch to the requester portal to access it. This creates unnecessary addit

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3 days ago

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QT_AndreasApprentice

Ability to make manager approval remark mandatorySubmitted

In manager approval workflows, I think it would be a nice feature to be able to select if I want the managers remark text to be mandatory also for approvals.For rejections this is already mandatory (could be nice to have the option to disable that as

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40

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4 days ago

ptoridactylApprentice

Grant Extra License for Integrations Requiring API KeyUnder Review

Maybe I am doing this wrong, but a lot of the integrations from the marketplace (and webhooks initiated in the automations) require a users api key. I think this is really poor practice, as a lot of the integrations are using my API key. So if I leav

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137156

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4 days ago

andersreveTop Contributor ⭐

Publicly shareable links for accessing Analytics reportsUnder Review

I have several monthly meetings with our customers to report on our helpdesk performance. Thanks to the great Analytics tool, I have compelling reports to show them about how we continue to give them fantastic support.However, all I really need is fo

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5 days ago

Mike.CApprentice

Ability to limit Requestor selection in Tickets based on dynamic fieldSubmitted

One item I really miss from previous applications is the ability to filter the requester based on the value of department, location, or similar fields. Example: You may have several John Doe requestors, different emails, but the all work at differe

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70

5 days ago

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JroosApprentice

Project Management Gantt View SortingFuture Consideration

It would be nice to sort the projects by due date, timeline of any sort, name, etc. while in gantt view. Currently, we can only see these types of views in the list view.

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6 days ago

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