Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event. H...

Forum|Forum|2 months ago

2175

Join the Conversation

Ask a question, offer a solution, or join in on the latest product conversations.

Recent Discussions
Answer Questions
Product Categories
Upvote Ideas

andersreveTop Contributor ⭐

Automations and Workflows

Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

NicoLTApprentice

Error while reseting password

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset lin

181

4 days ago

robertocestina_personalApprentice

Getting Started

We are sorry. You have been restricted from accessing this helpdesk page.

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

211

4 days ago

C

crrzzyy8sCommunity Debut

Automations and Workflows

Auto create ticket from contract screen

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire.

38820

7 days ago

fiyadeleonApprentice

Automations and Workflows

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately

1972

9 days ago

maxhentschelApprentice

Portals, Emails & Other Channels

Outgoing emails are blocked for my account?

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” My account: https://pflegelust-gmbh.freshdesk.com/ T

391

10 days ago

OG Bobby JohnsonContributor

Automations and Workflows

Placeholder within Approval Group NameNew Idea

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

4

572

17 days ago

D

Dave KershawApprentice

Ticketing & Agent Productivity

Self Service Portal Templates

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different department

5742

18 days ago

Daniel BarrettApprentice

Automations and Workflows

WhatsApp automation - send auto reply ONLY when incoming message

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers t

200

20 days ago

pierreemApprentice

Portals, Emails & Other Channels

Outgoing blocked since 1 weeks, support sleeping

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we a

875

22 days ago

andersreveTop Contributor ⭐

Automations and Workflows

Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

NicoLTApprentice

Error while reseting password

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset lin

181

4 days ago

fiyadeleonApprentice

Automations and Workflows

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately

1972

9 days ago

maxhentschelApprentice

Portals, Emails & Other Channels

Outgoing emails are blocked for my account?

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” My account: https://pflegelust-gmbh.freshdesk.com/ T

391

10 days ago

Daniel BarrettApprentice

Automations and Workflows

WhatsApp automation - send auto reply ONLY when incoming message

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers t

200

20 days ago

pierreemApprentice

Portals, Emails & Other Channels

Outgoing blocked since 1 weeks, support sleeping

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we a

Triggering SLA Reminders for High-Priority Tickets in Freshdesk

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets?

190

24 days ago

A

alexandrosApprentice

Automations and Workflows

Automating scheduled work from tickets (calendar / Outlook integration)

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event T

592

26 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

351

28 days ago

NuzzirApprentice

Automations and Workflows

How can I automatically add a tag when a new contact is added?

I noticed that in automations, there are only triggers for tickets. New tickets or tickets updated. I need automations for new and updated contacts. For some reason, Freshdesk does not seem to support this. I cant even get it working on Zapier either

180

1 month ago

Using Freshdesk

CX and Customer Support

Getting Started

72 topics

AI & Bots

17 topics

Knowledge Base

76 topics

Automations and Workflows

364 topics

Ticketing & Agent Productivity

292 topics

Portals, Emails & Other Channels

378 topics

lesacollectionusaApprentice

Upgrade Your Style with a Classic Denim Vest for MenNew Idea

Fashion has a unique way of reinventing itself. Trends from decades ago often make a strong comeback, carrying a sense of nostalgia yet fitting perfectly into modern wardrobes. One such piece that has stood the test of time is the denim vest for men.

2

1493

1 hour ago

cmlouroApprentice

Analytics - Possibility of 2 Metrics from differente Modules in same Widget - Cross Data from Tickets And TimesheetsImplemented : Idea is live

Hi, It was a major feature the possibility of crossing data from different metrics If we select a metric of “Timesheet” module (1), when adding 2nd metric (2) we only have available metrics inside the “TimeSheet” Example of Usecase: The use of Custom

2

Kyla GardnerApprentice

Improve Incident Awareness: Native Major Incident Alerts in PortalNew Idea

During major outages, users often submit tickets because they aren’t aware of existing incidents. Freshservice would benefit from a native, visible way to surface active major incidents directly within the self-service portal without relying on exter

1

dschmidtActive Contributor

Allow pinning of the sidebar / additional info panelNew Idea

With the recent UI update, I am constantly needing to click the “expand” button to see the sidebar / additional info panel (containing the contact info, time logs, etc). Please add an option to permanently pin this to be always open.

2

CaitlinAdamsContributor

Need to Associate Multiple Document Templates with Single Service ItemNew Idea

It would be really useful to be able to associate multiple document templates with a single service item. For example, a promotion request service item may allow a requester to include changes to base salary, short-term incentive, and long-term incen

1

173

1 day ago

AaronParkerSkilled Expert

More Visual Ratings for CSATNew Idea

I am finding the following a little restrictive and would much prefer if the colours could be associated to smiley / sad faces to make the survey more visual when received.Any ideas?

21

16110

2 days ago

C

CaraSkilled Expert

Analytics - Paragraph TextNew Idea

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be p

4

534

T

2 days ago

AbominableSnowminContributor

Allow Custom Fields in LocationsNew Idea

FreshService Locations do not allow custom fields today.Where it is important to maintain details about locations and not just physical location, it would be extremely helpful to be able to add custom fields here.In our use case, here are examples of

3

291

3 days ago

L

leigh.websterContributor

Allow Agents to have a multiple email addresses like requesters doClosed for Voting

When you look at a requester profile, you can add multiple email addresses.When you look at an agent profile, they can only have one email address. This presents a problem for us as we have two separate domains.Domain 1: Used for all systems setups i

8

fabian.arltApprentice

Retrieve users a ticket is shared with via APINew Idea

Hi Freshservice team & community,I’d like to propose an enhancement to the API that would allow retrieving the list of users a ticket is shared with (e.g. shared stakeholders).Use case:In many workflows, tickets are shared with additional users f

5

161

M

3 days ago

People-First AI Collective

Join our exclusive Freddy AI Group to connect, learn, and collaborate on building people-first AI experiences, from features and launches to insights and feedback.

Join the Conversation

Community Leaderboard

Show full circuit

Uncomplicate IT with Freshservice

Download Self-Help Guides

Uncomplicate Customer Service

Download Self-Help Guides

Powered by Gainsight

Terms of Use Accessibility statement

Join the Community

Already have an account? Login

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

LinkedIn profile

(Private)

Only you and moderators can see this information

First Name *

Last Name *

Company *

Organization Size

(Private)

Only you and moderators can see this information

*

Which Freshworks products are you using? *

Freshservice Freshdesk Freshdesk Omni

Country *

City

(Private)

Only you and moderators can see this information

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Welcome back to Freshworks Community

No account yet? Create an account

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Email or Username

Password

Remember me

Forgot password? →

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK