Freshworks Community | Freshworks Community

Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

61518

1 hour ago

AlineCCApprentice

Ticketing & Agent Productivity

New rule for some types

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our met

00

2 hours ago

BenjisApprentice

Portals, Emails & Other Channels

Add a training (videos) section

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I cr

7659

1 day ago

T.BelevskaTop Contributor ⭐

AI & Bots

Before you migrate to Freshdesk: the 3 steps that make Freddy AI work from week one

Most teams migrate to Freshdesk, turn on Freddy, and wonder why accuracy is low. The answer is almost always the same: the data went in the wrong order.Why Freddy fails after most migrationsFreddy AI draws on two sources to do its job: your Knowledge

190

8 days ago

T.BelevskaTop Contributor ⭐

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 prepa

48512

10 days ago

OG Bobby JohnsonSkilled Expert

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

11

2244

20 days ago

unpluggedukApprentice

Ticketing & Agent Productivity

Changing the Automated Reply

Every time we reply to a ticket the default text it enters is Hi <Firstname> <Lastname> Is there a way to change this to just the firstname? Every agent we have the first thing they do is have to edit the first line.

2162

1 month 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!

1992

1 month ago

pc-load-letterApprentice

Set/Update Subject text using Automations, Scenarios, and Canned Responses

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We rece

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

1882

1 month ago

AlineCCApprentice

Ticketing & Agent Productivity

New rule for some types

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our met

00

2 hours 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

1842

2 months ago

m.hilserApprentice

Custom ticket status does not appear in Automation rule dropdown

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as ex

1392

2 months ago

andersreveTop Contributor ⭐

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

1932

2 months ago

Daniel BarrettApprentice

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

610

Portals, Emails & Other Channels

pierreemApprentice

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?

1080

A

alexandrosApprentice

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

1862

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

2671

NuzzirApprentice

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

590

Using Freshdesk

CX and Customer Support

Getting Started

71 topics

AI & Bots

18 topics

Knowledge Base

76 topics

Automations and Workflows

365 topics

Ticketing & Agent Productivity

294 topics

Portals, Emails & Other Channels

378 topics

Save generated documents from service item without having to email requesterNew Idea

jpcloseApprentice

When linking a document to a service item. Can there be an option alongside “Generate and Send/custom email” that is just “Save to private note”? This then just saves the generated document as a private note.We have a few items where the details ente

1

373

3 hours ago

Add ability to add a note through Bulk updateNew Idea

Jeff BApprentice

Add two check boxes under Add reply, for ‘Add public note’ and ‘Add private note’ or something to that effect.

1

00

Native Client-Side Calculator Integration for Support PortalsNew Idea

4 hours ago

Saif6362Apprentice

Hi Freshworks Team and Community,I am currently developing custom integrations for self-service customer support portals to help reduce overall incoming agent ticket volume. A feature we desperately need natively inside Freshdesk/Freshservice portals

2

323

4 hours ago