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Medic1334Pro Contributor ⭐

Has anyone had success with reminding requesters to reply to tickets? For example, agent replies, if hours since agent replied is 9 and status is awaiting response, send email to requester.I found this post from several years ago, but I’m trying to avoid adding checkboxes to our ticket forms just for this purpose. I’ve implemented the below but it just fires an email every hour on the hour once the top condition is met; apparently disregarding the second condition (listed below). As a bonus, we’d like to only send the email during business hours. First attempt conditions (all):Status is awaiting response Business hours since agent replied is greater than 8 Business hours since agent replied is less than 9Result: User receives email every hour after 8 hours regardless of calendar hour

32714

8 hours ago

pradipta.chandraCommunity Manager

Apps and Marketplace Integrations

[Freshsales On-Demand Video] - Whatsapp Integration - Deep Dive

Hello Everyone!Happy Midweek!!We've heard you!! Back by popular demand, here’s an exclusive on-demand video on integrating WhatsApp with Freshsales.If you have a WhatsApp Business number through which your prospects/customers reach out to you, this integration will help you manage all forms of communication through that number within Freshsales. This webinar is curated by the Freshsales Support team, who you generally reach out to for issues/queries. We have tried to collate as many FAQs as possible to make this webinar worth your time.WATCH VIDEO HERE - What can you expect to learn - Understanding the basics of WhatsApp Integration Templates and their application Protocol of media links WhatsApp Campaign and Journey FAQsAdditional resources for you to explore - Freshworks Whatsapp Article Folder: https://crmsupport.freshworks.com/en/support/solutions/folders/50000000757 WhatsApp Pricing: https://developers.facebook.com/docs/whatsapp/pricing/ WhatsApp Error Code: https://developers.f

8802

8 hours ago

pradipta.chandraCommunity Manager

How do I....?

Lists, Segments & Email Campaigns - Webinar TutorialTutorial

Hello Everyone!We all want to become marketing masters and boost our Marketing game, so here we are with a new episode of FSA Technical Webinars, covering one of our widely used features—email Campaigns, Lists, and segments!Think of an email campaign like hosting a dinner party.Your Contacts module is your full guest book — everyone who could be invited. The lists and segments are carefully chosen groups—maybe friends who love Italian food or coworkers from a specific team. Your campaign is the actual invitation and meal, crafted thoughtfully to match your guests' interests. It ensures that the right message gets to the right table at the right time.By the end of this session, we hope you will be able to make the best use of the Email Campaigns feature and turn those clicks into conversations!WATCH THE VIDEO HERE: This webinar is curated by the Support team, whom you generally contact for issues/queries. We have collated as many FAQS as possible to make this webinar worth your time. Ho

Show solution article in multiple folders or categories

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

99613

22 hours ago

Kamakshi VCommunity Manager

Automations and Workflows

On-Thread Coffee Chat: AMA on Freshdesk Workflows and Automations

Hello Freshworks Community,Great support experiences start with simplicity. Workflows and Automations are at the heart of that — helping teams uncomplicate their day-to-day work and focus on what truly matters: customers.Join @aravind.sundararajan for an on-thread Coffee Chat on Oct 15, 10:00 PM IST | 9:30 a.m. PDT | 12:30 p.m. EDT right here in the Community. It’s an open, one-hour discussion where you’ll ask your questions, exchange ideas, and learn from each other’s experiences.General House Rules What this is✅ A thread-based Coffee Chat in the Community for 1 hour✅ A focused, two-way discussion on Workflows and Automations What this is not🚫 Not a Zoom webinar🚫 Not a formal training or presentation How it worksOur Product Expert @aravind.sundararajan will be online at 10:00 PM IST on Oct 15 to kick off the conversation. You can post your thoughts or questions in advance, and Aravind will respond when the chat goes live. Think of this as a casual, topic-driven exchange — built to

23 hours ago

reneeContributor

How do I....?

How to get users to accept or acknowledge Terms and Conditions - Acceptable terms of use of an asset

We are thinking of adding our Device/Asset Terms and conditions into FreshService and have seen an article about creating a Document Template and linking this to a Service Request however I would like to know if and how others are doing this? I have managed to create the template and the service request but don’t see how the process would work to get the end user to “accept” the terms and conditions and some how record their acceptance or acknowledgment. I’m also aware that we have the ability to add an e-signature for the user to sign the document but this will require us purchasing additional licensing for this. Is anyone using this function of FreshService in a similar capacity? I would love to hear how others have their processes set up.

514

1 day ago

JTAVOLAROPro Contributor ⭐

Getting Started

pop up notifications, workspace menu, etc

Guys, I’m really wondering if I’m the only one who’s seriously annoyed with the way notifications pop up and block parts of the screen? Like, I’ll update a ticket, and i get a flyover announcement that I updated the ticket. I delete a task, and see a notification that the task was deleted. So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen! Every time I go into the admin section lately, I get a flyover menu to select a workspace. But I am not using workspaces, so there’s only one choice, and it won’t go away until I make a selection.How can I turn these things off, or reduce the amount of time they’re displayed? The helpdesk is not able to give me any help.In the words of Freddie Mercury: “I’m going slightly mad”

3493

1 day ago

JudeHidalgoApprentice

How do I....?

Add Condition - Is Not

Service Catalog field properties allow for conditions to filter data sources. However, there is no “Is Not” operator. Any ideas how we can filter the field data source to exclude records? In our Service Catalog, we have a form for ERP access. There are several divisions within our ERP system and several regional security groups that must approve depending upon which divisions are selected. We prompt the requester for their Home Region, then display all divisions available within that home region. We are using a custom object which contains the divisions and their respective regions. On the Division multi-select field properties, we have created a condition where the Division Region is the Home Region the requester selected on the form.We would also like to display a separate multi-select field with all divisions NOT within the selected Home Region to allow them to select others, which require different levels of approval. As mentioned, the Field Properties condition allows me to f

1 day ago

Captain_RexApprentice

How do I....?

QR Code for Ticket Creation

We have been looking at ideas on how to make the customers journey to raising tickets more efficient and, ultimately for them, less time consuming.One thought was to put a QR sticker on each asset for the end user then to scan using a mobile device to auto raise a ticket.Process would be:Scan QR code User is taken to a screen where they are able to answer a few, short, closed questions for the IT team to get a high level understanding of the issue (e.g. Screen Broken, Keyboard Broken/Unresponsive, Loss of Power, Poor Performance etc) Ticket is then raised, against the both the user and, most crucially, against the asset that is having the issue. Ticket is then routed to the correct team dependant on the workflow behind each answer.My question for here is… is this possible? Has anyone done anything like this with Freshservice before? If so, how. TIA

223

1 day ago

holger.axelgaardTop Contributor

How do I....?

Quick ticket creation using QR code

I have a production hall where the employees only have a mobile phone. They need to quickly and easily be able to create a ticket using a QR code from their phones in case of a breakdown of equipment The ticket should only contain their mobile number and an optional field for entering a description of the problem. I understand i can create a service desk item and link a QR code to that item and later convert it to a ticket. But this requires the requester to select him/herself as a requester and this is what i would like to avoid. I just want them to identify a callback number. Can I do this, and how?

535

1 day ago

Medic1334Pro Contributor ⭐

Automations and Workflows

Reminding requester to reply

32714

8 hours ago

reneeContributor

How do I....?

How to get users to accept or acknowledge Terms and Conditions - Acceptable terms of use of an asset

514

1 day ago

JudeHidalgoApprentice

How do I....?

Add Condition - Is Not

1 day ago

Captain_RexApprentice

How do I....?

QR Code for Ticket Creation

223

1 day ago

holger.axelgaardTop Contributor

How do I....?

Quick ticket creation using QR code

535

1 day 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?

614

1 day ago

TunaikuApprentice

Public Sector – London User Network

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Patok itu lemak

1 day ago

PiCApprentice

How do I....?

Re-order Project Tasks

Is there any ability to re-order Project Tasks? Maybe it’s been added since the last topic in April, or it’s on the roadmap?I can see that this has been a missing functionality for at least 7 years, requested numerous times, but since it hasn’t been added yet, I’m going to ask for it again. This is an important feature and not having it takes the PM feature from pretty good (fantastic as a part of the whole) to marginally useful. It’s like if MS Word made you define the page and margin sizes when you created the document and prohibited you from ever changing it again afterward, forcing you to recreate the document from scratch when you realized you needed to make a change.Common, guys, this is an IMPORTANT feature. I’m starting to make my team use this, and this missing item is going to create problems for me. It can’t be that hard to implement. Let me know if I’m wrong and this has been added, and I’m just missing it somehow.

100

1 day 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

1220

2 days ago

david09Contributor

Getting Started

Are Copy Trading Signals Really Worth Following?

Hey everyone,I've been exploring different trading strategies lately and came across the concept of copy trading signals. The idea of automatically mirroring the trades of experienced traders sounds appealing, especially for those who don’t have the time or confidence to trade actively themselves.However, I’m curious about the real-world effectiveness of these signals. How reliable are they over the long term? Are there certain platforms or traders that have proven consistent? And what are the risks involved — particularly when market conditions change rapidly?I’d love to hear from others who have used copy trading signals. Have they helped you grow your portfolio, or have you had mixed experiences? Let’s discuss the pros, cons, and best practices to get the most out of them.Looking forward to your thoughts!

2 days ago

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