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Hi,we are trying to create automation that supposed to be part of onboarding proccess.when user open onboarding request the process should open request for managers for approvals'.Once the first manager approves the ticket should be updated and send the second mail for anothe approval.the issue is that after the first one approves the ticket is not updating and the flow doesn’t send the second mail.

141

56 minutes ago

Dan GroundApprentice

Ticket & Workflow Management

Employee Onboarding - Email in triggers onboarding process

Has anyone been able to trigger the onboarding process (create a parent ticket in the onboarding module, instead of hiring manager completing initial portal request) by having an email in to Freshservice. We currently have an email from our HR platform that sends an email when there's a new starter and i want this to trigger the request and for Freshservice to then create the next email out to the reporting manager to complete his sections on the onboarding ticket via the portal.ThanksDan

1148

58 minutes ago

ClarissaWagnerApprentice

Apps and Marketplace Integrations

Gamification and User Engagement with External Apps – Any Experience with Brawl-style Mechanics?

Hi everyone,I’ve been exploring ways to improve user engagement in customer-facing interfaces built using Freshdesk and Freshchat integrations. One concept I’ve been researching is the use of game-inspired elements like custom progression, unlockable features, or even “brawl-style” interaction mechanics inspired by community-driven apps.While working on a test project, I came across a modded game called Null’s Brawl (based on Brawl Stars) that uses private server mechanics to simulate user leveling, reward unlocking, and in-app economies. It’s purely experimental, of course, but the way it handles user flow and excitement can inspire app-like workflows.Has anyone tried integrating or simulating such gamification mechanics in Freshworks tools, even with the help of third-party tools or apps from the marketplace?Looking forward to hearing your ideas and tools that might support similar models!— Also, if you’re curious about the mod itself from a UX standpoint, the latest version (62.256)

387

1 hour ago

mharrisApprentice

How do I....?

New Forum Topic or comment notifications

How do I get email notifications any time a customer creates a new topic or comments on an existing topic in my Forum? As you can see at our forum here, we receive a lot of feedback/suggestions from our customers. We need to be notified every time a new topic is created or a comment is added to a topic. How do I accomplish this? Any help would be appreciated!

6 hours ago

zefredApprentice

How do I....?

Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A”

1097

7 hours ago

joestractTop Contributor

IT Operations Management

Alert Regular Expressions

Anyone have any good examples / courses of regular expressions? I am new to regular expressions and trying to learn how to write them.Map email alert fields to Freshservice alert fields : Freshservice

732

8 hours ago

imscavokApprentice

Assets

Multiple software assets per contract

Is it possible to have multiple software asset items associated with a single contract? E.g. we have one contract with Microsoft, one with Adobe, etc, and those include licenses for different software products. But the contract seems to only allow association with a single software item. Is there something I’m missing or is it essentially required to duplicate every contract for every software item it includes?

962

16 hours ago

jbrayaacnApprentice

IT Operations Management

Create an automation to change requester based off field in body of ticket

Hey all, I need some help (if it’s even possible) to create an automation that looks for a specific field in the body of the ticket (an email address) and changes the requester to that data. Is that possible?

321

22 hours ago

xautomate_mostxApprentice

Ticket & Workflow Management

automating approval emails for INC tickets

Hi all, I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected: Current workflow:-user submits a portal form, and includes an email of an approver-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully ‘created’ in the system-aftert the timer node, a new action begins which uses the custom field “Approving Manager Email” to send an email to the listed email in said field-the email that the “approver” is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i’ve used are working when inserted in the email . I understand that the “Send Approval Mail” placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket? We do not want these requests to be bui

702

22 hours ago

Fabiola RInaldoApprentice

Portal/Knowledge Base

Portal preview is different at publishing

Hello, I don’t know if anyone has met the issue before. I’m currently using the multi-product feature for my portal. I’ve custommized the front page to have clickable icon. The set-up is good in the preview but when I publish teh theme, I have a completely different view.

232

22 hours ago

shmuelbassApprentice

Ticket & Workflow Management

onboarding oracle user automation

141

56 minutes ago

Dan GroundApprentice

Ticket & Workflow Management

Employee Onboarding - Email in triggers onboarding process

1148

58 minutes ago

mharrisApprentice

How do I....?

New Forum Topic or comment notifications

6 hours ago

joestractTop Contributor

IT Operations Management

Alert Regular Expressions

732

8 hours ago

imscavokApprentice

Assets

Multiple software assets per contract

962

16 hours ago

jbrayaacnApprentice

IT Operations Management

Create an automation to change requester based off field in body of ticket

321

22 hours ago

xautomate_mostxApprentice

Ticket & Workflow Management

automating approval emails for INC tickets

702

22 hours ago

Fabiola RInaldoApprentice

Portal/Knowledge Base

Portal preview is different at publishing

232

22 hours ago

Jaime García PérezApprentice

Assets

FSDiscovery service stops

Hi, freshservice service is stopping on all our laptops. The error: 2025-01-28 13:51:38,679 [8] DEBUG FSDiscovery.FSAgentUtil - GetUTCTime invoked2025-01-28 13:51:38,679 [8] DEBUG FSUtil.AgentConf - Inside Method :SetAgentConf2025-01-28 13:51:38,679 [8] INFO FSUtil.RegistryHandler - regValue = 3.4.02025-01-28 13:51:38,682 [8] DEBUG FSDiscovery.FSAgentUtil - serial num diff check2025-01-28 13:51:38,684 [8] DEBUG FSDiscovery.FSAgentUtil - GetDataToPost invoked2025-01-28 13:51:38,693 [8] INFO FSUtil.RegistryHandler - regValue = 3.4.02025-01-28 13:51:38,904 [8] ERROR FSDiscovery.ExceptionHandler - Authentication failed.2025-01-28 13:51:38,905 [8] DEBUG FSDiscovery.ExceptionHandler - Stopping the Discovery Agent service2025-01-28 13:51:38,905 [8] INFO FSUtil.ServiceUtil - Going to stop service2025-01-28 13:51:38,906 [6] DEBUG FSDiscovery.FSAgentService - onstop invoked Is the service up?

752

23 hours ago

assetmanager31Contributor

Assets

Locations Export

I have many locations that are incorrect and would like to make bulk corrections during import at runtime.Curious as to why we can’t export the locations? Seems rather fundamental. Any ideas?Also, consider if the Device42 locations are migrated into FS, then how are all the data elements going to be reconciled so it is normalized and actually useful.Right now what is in FS is elementary and not easy to work with when trying to compartmentalize by region and such.

673

23 hours ago

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