Welcome to the Freshworks Community

Create Ticket based on Asset trigger

We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that trigger

242

rebodetContributor

Report on Agent Availability

Is it possible to report on an Agent’s availability for round robin assignment? Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboa

chickpeafilaeApprentice

Best strategies for customizing Freshdesk workflows without breaking automations?

Hi everyone,I’ve been working with Freshdesk for a while now, and I’m starting to build more complex workflows to handle our support queues. The challenge I’m running into is that once an automation or workflow rule gets too detailed, it sometimes in

Automations and Workflows

SamGApprentice

Unassigning queued tickets when agent is unavailable

An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket

252

MayurApprentice

Enabling service portal integration with DEX tool.

Looking for the steps for - Enabling service portal integration with DEX tool(Nexthink).

162

DaithiGApprentice

Asset Assignment Notification

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

212

WPreston013Apprentice

Contract Management - Usage questions

Currently our company is using the Contract section under the Assets Module that we are working on cleaning up and conglomerating. Right now we have our contracts listed as Year-Software (ex. 2025 - Google) but this has lead to having multiple entrie

251

fadereliApprentice

What Freshworks tips or features do you find most useful

What Freshworks features, workflows, or tips have helped you most in your work? Do you focus more on automations, reporting, integrations, or something else? I’m interested to hear what parts of the platform others find most helpful and why.

222

How to Make Finding Wendy’s Locations and Menus Effortless for CustomersNew Idea

Wendy's MenuApprentice

Getting Started

Wendy’s is a brand loved for its fresh ingredients, classic burgers, and convenient service, but even loyal customers sometimes struggle to quickly find the nearest location or check what’s on the menu. A helpful online post could focus on tools and

180

7 days ago

Magnus SantosApprentice

Billing support

Hi everyone, how are you?I'd like to know if I'm the only one having problems with support. I've had ticket #19529945 open since January 14th and haven't received a response yet. My system could go down at any moment due to lack of payment.

191

MichaelBoardmanActive Contributor

Create Ticket based on Asset trigger

242

rebodetContributor

Report on Agent Availability

chickpeafilaeApprentice

Best strategies for customizing Freshdesk workflows without breaking automations?

DaithiGApprentice

Asset Assignment Notification

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

212

WPreston013Apprentice

Contract Management - Usage questions

Freshservice Sandbox-to-Production Sync: Which modifications are automatically transferred?

Hi, I recently discovered that modifying an agent's email address within our Freshservice sandbox environment also unexpectedly affects that agent's email in our production instance. I’d like to know which agent attributes or actions performed in th

fyangApprentice

How do you all deal with the task counter when task is completed but still showing available task.

10 days ago

kjstechApprentice

When replying to a ticket the system automatically puts a thank you signature, sometimes with another persons name

Sometimes when replying to a ticket it shows a different persons name automatically above your name.Lets say Jonny Appleseed is replying to a ticket. Sometimes the response fills a completely different name in….Hi Requester,This has been completed.T

10 days ago

mil0Apprentice

AI & Bots

Freddy Email AI Agent - Best Workflow?

Current flow:Customer send mail to support mail New ticket with status open is created Freddy replies with solution Customer does not react to Freddy: Ticket stays open → but what if thats already the “best answer”? Customer closes the ticket → ever

181

9 days ago

chickpeafilaeApprentice

Best practices for customizing Freshdesk ticket workflows?

I’m working on customizing Freshdesk workflows to match our support process. What are some effective practices or settings that have helped you manage ticket priorities, automate responses, or streamline your queue?

220

11 days ago

Using Freshservice

Getting Started

211 topics

How do I....?

1763 topics

Using Freshdesk

CX and Customer Support

Getting Started

65 topics

AI & Bots

17 topics

Knowledge Base

78 topics

Automations and Workflows

360 topics

Ticketing & Agent Productivity

291 topics

Portals, Emails & Other Channels

378 topics

ahuiApprentice

Assets Profile PictureNew Idea

Hello. I would like it if Assets had the option of including the asset as a profile picture. At the moment you can add a picture as a file attachment which is helpful, but it would be better if I could just immediately see what I’m looking at as so

23 hours ago

rebodetContributor

Report on Agent Availability in FreshserviceNew Idea

Please add the ability to report on an Agent’s availability for round robin assignment Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the

1 day ago

JBNApprentice

Ticket & Workflow Management

workflow action / Add sub-ticketNew Idea

Freshservice has been in use at our company for more than five years. We have made several attempts to integrate tasks, but ultimately moved away from them due to the following drawbacks: Limited Dashboard Integration: Reporting and visibility within

221

Services - Ability to Share onto the Status Page from ServiceNew Idea

CaraSkilled Expert

Would be nice to be able to choose from the Services when you edit or create them whether or not to share the Services to the Status Page or not.

Servcice Category - Root Folder RollupNew Idea

OnboardingTrainingSpecialistContributor

Portal/Knowledge Base

It would be great if the Root folder would rollup all items from the subcategories nested under it instead of just seeing No items found

Status Page - Ability to Share the Problems with the Workaround to RequestersNew Idea

CaraSkilled Expert

We would like the ability to share Problem workarounds and known issues to the customers. For problem management to have the ability to share these on the Status Page, much like Major Incidents and Changes (Maintenance) so that the customer can apply

3 days ago

Kyla GardnerApprentice

Portal/Knowledge Base

Ability to Create new fields within the (Solutions - Knowledge Base)New Idea

We would like to submit a suggestion to allow for developers to create more fields when Creating new Solutions - Knowledgebase Articles. Purpose would be to collect and obtain more metadata.

3 days ago

CaraSkilled Expert

Business Rules - Sort Alphabetically in Service Item DropdownNew Idea

At the moment the Service Item Dropdown sorts by when the rules were created for that Service Item. This makes it hard to find the form you are looking for because it may have been added in the middle of the list and therefore requires you to scroll

New Feature Added - FlagNew Idea

CaraSkilled Expert

It would be amazing if the system flagged for review when a new feature is added. For example, when a new role permission is added and the role groups need to be assessed to make sure that that role permission needs to be added or removed from variou