Freshworks Community | Freshworks Community

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 hours 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

102615

2 days ago

chrisCTApprentice

View All Tickets Under Company

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavio

181

3 days ago

chrisCTApprentice

"View All Company Ticket" Inconsistent Behavior

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavio

151

How can I organize a large Knowledge Base so users can find articles quickly?

3 days ago

Liza451Apprentice

Knowledge Base

I’m looking for some best practices for organizing a growing Knowledge Base in Freshworks. As the number of articles increases, it can become difficult for users to quickly find the information they need.What structure, categories, tags, or search pr

20

5 days ago

Rich DowneyContributor

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

Is there a way to change rename this?

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Rich DowneyContributor

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

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KamakshiFormer Community Manager

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

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halescaneApprentice

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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8 days ago

D

Dhaval ParmarApprentice

How we can send Attachments via Webhook Trigger from Freshdesk Automation?

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How can I organize a large Knowledge Base so users can find articles quickly?

9 days ago

Liza451Apprentice

Knowledge Base

I’m looking for some best practices for organizing a growing Knowledge Base in Freshworks. As the number of articles increases, it can become difficult for users to quickly find the information they need.What structure, categories, tags, or search pr

20

5 days ago

Rich DowneyContributor

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

Is there a way to change rename this?

60

Rich DowneyContributor

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

50

halescaneApprentice

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

50

8 days ago

Ioana.brApprentice

OoO autoreplay from Outlook to FreshService tickets

It is possible to have the OoO Autoreply emails logged on the tickets in case the requestor is out and we as agents sent an email waiting for his response? If yes what are the condition to work ?we received this response and not sure if do we have th

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2 months 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

1451

2 months ago

maxhentschelApprentice

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

2772

4 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

2442

4 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

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5 months ago

Daniel BarrettApprentice