🎉 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|3 months ago

95010

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|2 months ago

1295

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|1 month ago

672

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K

kbaconApprentice

How do I....?

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’

343

N

1 day ago

kenneth.andersonTop Contributor ⭐

How do I....?

From Features to Fluency: Keeping Agents Up to SpeedTOP CONTRIBUTOR TIPS

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 the initial training, new features and updates are being added each month. Keeping your agent base up

672

1 day 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

60

1 day ago

M

Mohamed.ghareebApprentice

How do I....?

Dynamic Email field validation before submit

We have created a service item for email group creation. is there any way to validate if the email being created exists already or not before submitting the request

61

2 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

GrahamC76Apprentice

Translating default text in Agent Portal view

Is there an easy way to add different translations for menu items in the Freshservice agent portal? I have some Norwegian colleagues and there are certain fields which they feel aren’t good translations. They have provided some alternatives that they

Louby99Apprentice

can you associate a Change with another Change?

Is it possible to associate a Change with another Change? I cannot work out how to do this.

mrjohn-23Contributor

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?

10

3 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

392

4 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

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’

343

N

1 day 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

60

1 day ago

M

Mohamed.ghareebApprentice

How do I....?

Dynamic Email field validation before submit

We have created a service item for email group creation. is there any way to validate if the email being created exists already or not before submitting the request

GrahamC76Apprentice

Translating default text in Agent Portal view

Is there an easy way to add different translations for menu items in the Freshservice agent portal? I have some Norwegian colleagues and there are certain fields which they feel aren’t good translations. They have provided some alternatives that they

Louby99Apprentice

can you associate a Change with another Change?

Is it possible to associate a Change with another Change? I cannot work out how to do this.

mrjohn-23Contributor

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?

10

3 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

392

4 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

141

7 days ago

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

723

8 days ago

Using Freshservice

Getting Started

214 topics

How do I....?

1792 topics

Using Freshdesk

CX and Customer Support

Getting Started

68 topics

AI & Bots

17 topics

Knowledge Base

78 topics

Automations and Workflows

361 topics

Ticketing & Agent Productivity

293 topics

Portals, Emails & Other Channels

379 topics

mbutlerTop Contributor ⭐

Custom Objects : Some ideas for maturing Custom ObjectsNew Idea

I have been working on a few projects lately. I have been using Custom Objects because they are mini-databases that I can use to help with service requests, but I noticed a few issues that make me hesitant to continue using them. Let’s look at a scen

1

20

17 hours ago

JaySpeerContributor

Skip Closed Ticket EmailsNew Idea

We have many use-cases where a 3rd party automation sends an email to our Freshservice instance and when the ticket gets closed, causes a feedback loop. Our system emails them to indicate the ticket is closed and their system emails us back with a ne

4

451

20 hours ago

A

andreasa82Apprentice

Let a third part reply on a question easily through his own mailclient.Closed for Voting

I need so I can forward a mail to a third part (dropshipping/ distributor) and ask them when I don't have the answer on a question i get from my customer. Then when the third part answer, can I use theirs answer when I reply to a customer. Rhinosuppo

0

263

21 hours ago

JérômeMApprentice

Link asset with alertNew Idea

Have a function who is able to link an alerte or incident with a service or business service

1

20

23 hours ago

K

kristian.mannApprentice

Create a 'benchmark' figure that can included in reportsImplemented : Idea is live

It would be good to be able to create reports with a manual benchmark figure. For example, if your resolution SLA% is 97%, this could be added to a resolution SLA% report and would make it easy to see which agents/agent groups are under or overperfo

4

213

1 day ago

C

CaraSkilled Expert

Side Panel Expansion or Pop Out Sections (Paragraph Text Fields)New Idea

The side panel is too small and cannot be re-adjusted. It would be very beneficial if you could expand it manually or resize it and pin or even in sections (such as body or description) if these fields were able to be popped out to a separate window

1

Mike KuklaApprentice

Establish a Program project type which can have projects linkedNew Idea

Today, you cannot related a project to another project, and a project type of program does not exist. It would be good if we could establish a program for large efforts which contain in reality multiple related projects. Tasks are not appropriate in

1

spencer.andersonApprentice

Software Import from .csvClosed for Voting

Hello! I would like to request the ability to do a software import. We currently have a solution in place outside of Freshservice that does an audit of our systems and dumps the results (computer name, program name, publisher, and program version n

1

151

1 day ago

C

CaraSkilled Expert

Workflow - Search NodesNew Idea

It would be amazing if when you did a search within the workflow, it did not just search the free text but also search the nodes themselves. It can be hard to troubleshoot the issue with a form if we do not have this function. For example, if we had

1

rainmakers99Active Contributor

Analytics add reporting on Service Catalog item custom fieldsNew Idea

For analytics add the ability to report on the custom fields created for service catalog items. The export feature already exists in Data Export if the filter is set, so setting a similar option would be helpful for reporting.

2

30

R

2 days ago

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