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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 prepare your dataStart planning well in advance. Use this time to clean up outdated records, review workflows, and define what data truly needs to move.2. Involve your support team earlyPrep work isn’t only technical. Support agents work with tickets every day, so involving them during setup gives them visibility into how the new system works. This helps them understand the “why” behind workflows and troubleshoot issues faster after launch.3. Communicate internally and define escalation pathsKeep teams aligned on timelines and clearly assign responsibility for technical and customer-facing issues.4. Train your team by roleProvide role-specific training for agents, admins, and managers to reduce friction after go-live.5. Test thoroughly before com

#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 losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.What do you think about the role of technology in customer service?

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We have a client with a very specific use case for a real time Dashboard on Freshchat. The standard one in the system does not provide the full real time data the team need.  After speaking with the Freshworks Support team who have been a great help so far to find a solution, have suggested the best way forward would be to build out our own dashboard and obtain the data via webhooks. We currently don’t have anyone with these expertise so thought we would see if someone on here knows of anyone with webhook skills that can assist.

Hi everyone,I run a construction estimating services business and I'm looking for recommendations on tools or platforms that can help streamline cost estimation, bid management, and client communication for construction projects.Has anyone here used software like Freshworks (or similar CRM/service tools) specifically for managing construction estimating workflows? Would love to hear what's worked well for you — especially in terms of tracking leads, quotes, and project timelines.Thanks in advance for any suggestions!Best,James Harden

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

Hi everyone,I’m interested in learning what features people consider most important when choosing a video downloader. For example, some users may prioritize download speed, support for different video qualities, simple navigation, or compatibility with different devices.I’ve also been exploring SnapTube and how users can make the most of its available features for downloading and managing online videos.If anyone has experience with different video downloader tools, I’d be interested to hear what features you find most useful and what makes one tool easier to use than another.For additional information, you can check out:https://snaptubbes.com/What feature matters most to you when choosing a video downloader?

Hello Freshworks Community,We are testing background listener stability and remote webhook payload handling when integrating Freshworks CRM and ticketing API endpoints into automated enterprise systems.Technical Setup: Our integration architecture at Frontline Sales Consultancy (flsc.co.uk) triggers automated B2B notifications and REST API syncs over HTTPS (TLS 1.3). The Issue We're Facing: Under heavy concurrent load spikes, background POST webhook listener sockets occasionally report HTTP 504 gateway timeout responses before acknowledging payload completion. Direct REST API requests to the same remote host resolve normally under 150ms thresholds. Are there recommended network socket keep-alive settings or queue worker retries to prevent connection drops during high-volume data syncs? Any advice on managing asynchronous background worker threads would be appreciated!Thanks!

Hi everyone,I’m in the middle of configuring a custom domain portal for our team's knowledge base and ticketing page. I’ve added the required CNAME records pointing to our Freshworks instance on our domain registrar's DNS panel, and external lookup tools confirm the DNS routing has propagated globally.However, the portal status inside the admin dashboard still shows pending validation for the custom SSL certificate, and accessing the custom URL triggers a certificate trust warning. Are there any specific CAA records or DNS configurations required on external registrars to ensure the auto-generated SSL certificate validates without hitting CA authorization locks?Advance Thanks for any insights!

Hi everyone,I’m in the middle of configuring a custom domain portal for our team's knowledge base and ticketing page. I’ve added the required CNAME records pointing to our Freshworks instance on our domain registrar's DNS panel, and external lookup tools confirm the DNS routing has propagated globally.However, the portal status inside the admin dashboard still shows pending validation for the custom SSL certificate, and accessing the custom URL triggers a certificate trust warning. Are there any specific CAA records or DNS configurations required on external registrars to ensure the auto-generated SSL certificate validates without hitting CA authorization locks?Advance Thanks for any insights!

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

Is there a way, either natively or via an add on app to allow me to import time entries into Freshdesk?

To migrate scenario automations and canned responses to Freshdesk means moving your agent-triggered macros and saved reply templates into a new or consolidated instance without losing the logic and content behind them.The main challenge is preserving intent, not syntax. A scenario automation bundles several field decisions into one click. A canned response bundles reusable text and placeholders. Miss a mapping on either, and the action executes with the wrong value or the placeholder renders blank — quietly, not with an error.When This Comes UpFreshdesk-to-Freshdesk consolidation after an acquisition, where each instance has its own scenario and canned response library. The platform switched into Freshdesk, rebuilding automation instead of recreating it by hand. Workflow audits, cleaning up scenarios that drifted out of sync with current ticket fields. Multi-product rollouts, standardizing scenarios and responses across teams that ran independently.What's Actually Being MappedScenario

When I copy from GoogleDocs and paste in Freshdesk, and hit Send, a line break is added (when I hit Send, not on paste).See examples attached: the line break is added only when i have bold letters inside the text.Use case: we prepare email templates in GDoc.Can you solve that bug please?

Hi everyone,I’m looking for some practical suggestions on improving customer support response times without reducing the quality of support.Our team receives a mix of simple questions, technical issues, and requests that require follow-up. Sometimes tickets remain open longer than expected because they need to be assigned to the right person or require information from another team.What are some effective ways to organize ticket assignment, prioritization, and follow-ups in Freshworks? I’d also be interested in hearing how other teams use automation, workflows, or reporting to identify tickets that may be delayed.Any recommendations or examples from your experience would be appreciated.Thanks!

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 the possibility to make it work:   "This is not possible and is out of scope. Out of office emails from Outlook don't respect the subject of the email they fire in response to. Freshservice will only add replies to a ticket where the subject is in the required format. For example, an email sent to a user who is OOO, with a subject of "Test", will send the OOO with "Automatic Reply: Test", which means the subject isn't respected and Freshservice cannot match this to the ticket. This is an issue caused by how Exchange/Outlook function." Is this working for anybody here? Thank you !!

Hi,it is possible to set a customer can see the tickets of other customers associated with the same company?EG customer AA (Company XX’s director) can see his ticket and also customer’s BB ticket (same company) 

Hello everyone,Today I stumbled upon what appears to be either a bug, a hidden feature, or a major breakthrough in theoretical physics.As shown in the attached screenshot:The ticket was created at 08:08, and Freshservice says it was reported "an hour ago". A private note was added at 08:14, six minutes later. However, the same page says that note was added "2 hours ago".According to Freshservice, the note was written roughly an hour before the ticket even existed.As an IT administrator, I've seen many strange things over the years: broken time zones, NTP servers living in alternate realities, and users insisting they "didn't click anything". But a ticket receiving a response before it was created is definitely a new one.So I'm curious:Has anyone else seen this behavior? Is there a known explanation? Are different parts of the UI using different algorithms to calculate relative time?The screenshot is attached as evidence that I did not consume coffee brought back from a DeLorean.Looking

Hello. I’m making a call workflow in which I want to ask the customer a few questions and then send the answers to an APIFor this, I need to store my customer’s answers somewhere. I didn’t find the way to do this in the call workflow tool.As a workaround, I want to send the inputs to a database I’m running. But I can’t do this neither because custom actions can’t get more than value as input.Does anyone know how can store my customer’s input?