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Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal.

4602

5 hours ago

Sai SwasthikaCommunity Manager

Freshservice – London User Network

Maximize Productivity and Service Quality with Freddy Copilot

Hello Freshworks Community! Join Freshworks Academy at Refresh 2024: London on October 3rd for an exclusive workshop designed to transform your agent experience. Discover how Freddy Copilot can enhance service quality and boost agent productivity with AI-driven solutions. What’s in it for you?🤖Use AI tools like Writing Assistant and Reply Suggester to handle repetitive tasks faster. 📋Standardize ticket responses, summaries, and attach help articles automatically. ⚙️Leverage AI suggestions to streamline processes and improve efficiency. 🛠️Gain hands-on experience through interactive demos and quizzes. 🌐Earn recognition for your skills with a certification in Freddy Copilot. Don’t miss out on this opportunity to upskill, network, and earn a certification! Register below:

825

8 hours ago

alvinsusantoApprentice

How do I....?

MAC Address for WiFi Adapter couldn't Obtained Using Discovery Tools

Hi All. I’m trying to improve our asset management using the Freshservice discovery probe / tools, and found out that only LAN Port MAC address captured automatically.Since we hope this tools could be used for another improvement, we hope that we also could get the WiFi adapter MAC Address.Is there any way we can capture WiFi adapter MAC Address using this tools?

12815

8 hours ago

aldoSkilled Expert

Messaging Channels

Is it possible to integrate Freshchat with Indonesian e-commerce platform?

Hi There, Did you know, is it possible to have an integration of Freshchat and some e-Commerce platform on each country?Our leads challenges us whether is it possible to have the integration?

Brisbane Gold Exchange – Trusted Place to Trade Your Gold

When it comes to finding a reliable Brisbane gold exchange, Cash Your Gold is the trusted destination for selling jewellery, bullion, and coins at the best market rates. Our licensed experts provide accurate testing, transparent pricing, and instant cash or bank transfer payments with no hidden charges. Whether you want to exchange scrap gold, old jewellery, or investment-grade bullion, we ensure a secure and hassle-free process that delivers maximum value. Experience the difference with Brisbane’s most reputable gold exchange service.

221

15 hours ago

Khalid_RagyTop Contributor

How do I....?

Freshservice - Service Catalog - Service Categories levels

Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?

514

17 hours ago

foodbloggerApprentice

Getting Started

Improving Customer Engagement With Freshdesk and Blog Content

Hi everyone 👋I’ve been exploring ways to improve customer engagement and support using Freshdesk tools for small businesses and restaurants.On my blog, I’ve shared some examples and strategies that work well for local food brands — you can check them out here:👉 Chicken Salad Chick MenuI’d love to know how others here structure their customer FAQs or use Freshdesk automations to improve response times.— Emma (Foodblogger)

19 hours ago

Miss Hulda MooreContributor

FreshThemes Gallery

Using Freshdesk Custom Blocks to Showcase Local Food Brands

Hi everyone,I’ve recently been exploring how Freshdesk’s custom blocks and layout flexibility can be leveraged for industries outside of tech — specifically for small, local food brands that want to create a customer-friendly help center or FAQ portal.For example, I was helping organize content for a Filipino food brand that offers traditional dishes like The Original Pancit Malabon, and I realized how effective Freshdesk’s structure can be for showcasing product details, answering common customer questions (e.g., about ingredients or delivery), and building brand trust.In these cases, clarity and cultural identity are key — and customizable hero sections, video blocks, and quick-link menus really help users navigate without feeling overwhelmed.Would love to hear how others are using Freshdesk to support businesses in unique industries like food & beverage. Any tips for improving visual layout without compromising on speed?Thanks!

1006

1 day ago

Perry.gyApprentice

Contacts & Companies

assign several companies to one contact no longer possible ?

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

2478

1 day ago

SCARLETTBOLTONApprentice

Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks

97526

2 days ago

Dave KershawApprentice

Ticketing & Agent Productivity

Self Service Portal Templates

4602

5 hours ago

alvinsusantoApprentice

How do I....?

MAC Address for WiFi Adapter couldn't Obtained Using Discovery Tools

Brisbane Gold Exchange – Trusted Place to Trade Your Gold

221

15 hours ago

Khalid_RagyTop Contributor

How do I....?

Freshservice - Service Catalog - Service Categories levels

514

17 hours ago

benstok65Apprentice

Getting Started

Customer Experience Meets Ranching Legacy — A Unique Business Story

In the world of customer experience, authenticity and storytelling matter more than ever. I recently came across Elizabeth Poett Net Worth, which dives into how a seventh-generation rancher built a brand that blends heritage, hospitality, and media. Her journey offers insights into building trust and emotional connection with audiences — something we all strive for in CX. Worth a read if you're exploring brand-building strategies rooted in personal legacy.

305

2 days ago

mahmoudihApprentice

Contacts & Companies

Problem with user verification

Hello everyone,As you can see in the picture, we have toggled off the User Activation Email in Freshdesk>>Admin>>Email notifications>>Requester NotificationsBut each new contact will be still Unverified. How can I solve this problem?

252

2 days ago

bruno.chavesApprentice

API and Webhooks

API Access to Thread Conversations in Ticket Notes - Missing Thread Data

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface. Current Situation: What Works: We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations We can see private notes and public notes - The web interface shows all threads correctly What's Missing: Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response We lose the thread hierarchy and individual messages within threads Technical Details: 1. API Endpoint Being Used: - GET /api/v2/tickets/[ticket_id]/conversations 2. Expected Behavior: AP

3 days ago

42DegreesCannabissApprentice

Freshworks User Network San Diego

Freshworks Integration Looks Great on Paper, But Real Challenges Remain

I’ve been exploring Freshworks for a while now, and while it looks impressive during demos, using it in real situations feels more complicated than expected. Some great features are there, but when you try to implement them smoothly, small limitations start showing up. Tasks don’t always flow as planned, and the customization options seem a bit limited in practice. I really like the potential of Freshworks, but I wish the practical side matched the promise shown in presentations.👉 For more details, visit this website or click here.

3 days ago

arothmanApprentice

API and Webhooks

Correct webhook for company_id in Freshdesk ticket API?

I am attempting to set up a Webhook Freshdesk automation to PUT ticket data into my CRM. I need the company_ID in the data but cannot get anything to come through with the other fields.I have tried all of the following:{{ticket.contact.company_id}} {{ticket.contact.companyid}} {{ticket.company.id}}} {ticket.company_id}} {{company_id}} {{ticket.contact.department_id}}None of these returns any value at all. What is the correct tag for pushing the ID of the company?

273

3 days ago

InstanderAPKApprentice

Getting Started

Instander APK V19.0 (2025) – Features, Updates & Download Guide

Have you ever wished Instagram offered more privacy settings, an ad-free interface or direct photos and video downloads? If so, you may be wondering how Instander APK differs from the official Instagram App. What special features does this modified version have that instagram doesn’t, and why are so many users moving to it? Let’s explore what Instander APK is and the reasons Android users now favour it.The ability of Instander APK to give users complete control over their instagram usage is one of its most notable features. It changes the way users interact with content on the platform by enabling high-quality media downloads and blocking intrusive advertisements. In contrast to the official app, it gives users more freedom and fewer limitations when using Instagram.The hidden privacy settings in the Instander APK are another intriguing feature. Users can zoom into profile pictures for a closer look, disable typing indicators in chats and view stories without being noticed. The app is

25102

4 days ago

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