🎉 Hello Freshworks Community! 🎉 Today is one of those moments that truly reminds us why communities matter — and why ours is something special.I’m bey

Forum|Forum|2 months ago

9429

TOP CONTRIBUTOR TIPS

How to migrate without disrupting your support team or customers?

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|1 month ago

1024

TOP CONTRIBUTOR TIPS

From Features to Fluency: Keeping Agents Up to Speed

Hello Folks !One of the harder parts of onboarding new staff to a platform like Freshservice is the wealth of features available to them. Even after t

Forum|Forum|24 days ago

550

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CharbelEApprentice

How do I....?

How to change requestor from email to name

Hi! We currently have our service requests set up to where an email is required to be entered. Im looking to figure out how we can change that to have it be an autofill for a name instead. It would be easier for colleagues to look themselves or each

jp1991Apprentice

Pass onboarding information to form

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc. The next step has User B fill ou

kbaconApprentice

Updating the Reply template subject to include the agent who is replying

Good afternoon everyone,First time poster here. 😁I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’

RyanF56Apprentice

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board? I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or

MichelsApprentice

Create Link to Ticket with specific category

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[categor

KJCSkilled Expert

Automations and Workflows

Fresh Service PowerAutomate - Create Ticket Connector

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I add

ianpApprentice

Search or filter software applications using the API

Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated

pmaurinContributor

Export On-Call Schedule

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?

1153

2 days ago

M

mymukApprentice

Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will k

230912

3 days ago

nickhank19Apprentice

How do I....?

Asset Return - User Status Based

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned. IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that

CharbelEApprentice

How to change requestor from email to name

Hi! We currently have our service requests set up to where an email is required to be entered. Im looking to figure out how we can change that to have it be an autofill for a name instead. It would be easier for colleagues to look themselves or each

jp1991Apprentice

Pass onboarding information to form

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc. The next step has User B fill ou

kbaconApprentice

Updating the Reply template subject to include the agent who is replying

Good afternoon everyone,First time poster here. 😁I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’

RyanF56Apprentice

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board? I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or

MichelsApprentice

Create Link to Ticket with specific category

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[categor

ianpApprentice

Search or filter software applications using the API

Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated

pmaurinContributor

Export On-Call Schedule

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?

1153

2 days ago

M

mymukApprentice

Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will k

JonKeApprentice

CSV file to import items to service catalog

Can someone tell me if i can add a number of service catalog items at once and if so, is there a template to do so?

1686

4 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

80

8 days ago

Using Freshservice

Getting Started

213 topics

How do I....?

1787 topics

Using Freshdesk

CX and Customer Support

Getting Started

68 topics

AI & Bots

17 topics

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78 topics

Automations and Workflows

364 topics

Ticketing & Agent Productivity

293 topics

Portals, Emails & Other Channels

378 topics

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pierson-pacContributor

Amazon Business Punchout IntegrationNew Idea

We use Amazon Business to procure consumables and low cost peripherals (e.g., labels, keyboards, mice, USB drives, etc.).We’ve published these as Service Catalog items in Freshservice. Depending on the cost of the item, it could go through an approv

4

200

P

6 hours ago

Jamie0Apprentice

Improvements to stop agents being logged out every 2 weeksNew Idea

When an agent is logged in for about 2 weeks/14 days, they are logged out.This often happens in the middle of composing a reply to a ticket, and any draft that has been saved, gets lost. This is frustrating especially if the response is long and deta

1

20

12 hours ago

F

FreshMattContributor

Native QR code option for requesters to enter a ticketNew Idea

One of our sites had a piece of software for their facilities management that allowed them to setup a QR code to open tickets. They posted QR codes around the property that pre-filled certain fields to help the facilities management team gather relev

8

665

C

1 day ago

Jessica MellContributor

Unpublished Status for Solution Articles - For Past Review Date and Archived ArticlesNew Idea

We are having a hard time managing one “Draft” bucket for solution articles. It is not possible to determine the true state of draft articles - whether they are actively being worked on for future publication vs. which articles were put automatically

6

CaraSkilled Expert

Service Item - Link Article About the Form / Link Form to ArticleNew Idea

There should be a way to link an article to a Service Item. That way, if you create an article to explain a form in more detail (like an Incident) the article shows up on the right hand panel for the customer to see so they are able to clearly see th

1

CaraSkilled Expert

Solutions - Reset FeedbackNew Idea

At the moment, when someone marks an article with thumbs up or down - it is then reviewed and updated. The person who marked it as thumbs up or down can no longer give feedback on that article again. There is no way to reset it for them to again give

6

CaraSkilled Expert

The ability to pin items to the top of each section or manually add forms to the Popular Items section, would be highly beneficial. Sometimes the ability to pin forms to the top instead of making it alphabetical / in order of creation is very highly

3

CaraSkilled Expert

Service Catalog Items - New Form AvailableNew Idea

Would also be nice to have a new form available section so that you can advertise any new forms that have been set up to enable customers to better utilise the portal. Or even a now available section. Something that allows us to announce any new chan

2

CaraSkilled Expert

Status Page - Select Publish to MultipleNew Idea

You should be able to from the Major Incident, Change or Releases to be able to add the same message to multiple status pages and not have to do them individually. What if you want to write the exact same thing onto all the Status Pages? At the momen

1

CaraSkilled Expert

Task Status - Edit / UpdateNew Idea

Can we have a custom status for a task? : Freshservice Support At the moment it does not appear we can edit, create or delete option for Task Status. This would be beneficial because our agents are not used to the term blocked and we would like to be

4

192

C

1 day ago

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