Skip to main content

Recently active topics

227
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
 Announcements and Events
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐
Code blocks in replies & private notesOpen : Open for Consideration

It is common place for us to put XML in our tickets to assist our customers - right now, the XML comes out as a text blob - we do our best to format it, but it takes extra time. We really need an editor like the one found here on the Freshworks Community. There’s no doubt that this is much easier to read<?xml version="1.0" encoding="UTF-8"?><note> <to>Tove</to> <from>Jani</from> <heading>Reminder</heading> <body>Don't forget me this weekend!</body></note>than this is<?xml version="1.0" encoding="UTF-8"?><note>  <to>Tove</to>  <from>Jani</from>  <heading>Reminder</heading>  <body>Don't forget me this weekend!</body></note>

111
77147
mbutler
Top Contributor ⭐
F
Apprentice
fernandonjardimApprentice
Sampath1985
Apprentice
Sampath1985Apprentice
 How do I....?
olly
Contributor
ollyContributor
FunkyFritter
Apprentice
FunkyFritterApprentice
H
Apprentice
henrykarterApprentice
Dragon Tiger Club: Where Classic Casino Meets Modern ExcitementNew Idea

Dragon Tiger Club: Where Classic Casino Meets Modern ExcitementThe Dragon Tiger Club has established itself as one of the most thrilling destinations for online gaming enthusiasts. Combining traditional casino elements with cutting-edge technology, it provides players with an immersive and enjoyable experience. The club is especially popular for its simplicity, speed, and fairness, making it a top choice for those seeking quick, engaging entertainment.At the heart of the platform is the legendary Dragon Tiger game, a casino favorite known for its fast-paced action. The rules are refreshingly simple—two cards are dealt, one for the Dragon and one for the Tiger, and players bet on which side will have the higher card. Each round takes only a few seconds, offering instant results and nonstop excitement. This accessibility makes Dragon Tiger perfect for both beginners and experienced players alike.One of the most attractive features of Dragon Tiger Club is its live dealer experience. With

1
81
W
Community Debut
F
Apprentice
fernandonjardimApprentice
AmalinaQ
Apprentice
AmalinaQApprentice
Mandate Asset field based on Asset StateNew Idea

I would like to request a feature that allow us to mandate certain field in Asset module when asset state is set to certain value. It caused incomplete data record and improper asset tracking. Due to our business operation, we have more than 10 site office. Thus, i need every asset assigned with a site office detail when asset is set to “In Use”Currently the Asset module doesn’t provide any way to enforce required fields. Unlike the ticket, change or service item that we can configure through business rule. This creates issues where assets move from one state to another, but important fields are left blank because there’s no validation.For example, when an asset moves to “In Use,” we may want to require “Assigned To,” “Location,” or other key fields — but we can’t enforce this today.Adding conditional mandatory fields would help: Improve data accuracy and completeness Ensure proper asset tracking throughout the lifecycle Reduce manual follow-up and errors This would be extremely us

9
426
C
Contributor
msconfig87
Top Contributor ⭐
msconfig87Top Contributor ⭐
H
Active Contributor
halvorsondActive Contributor
R
Skilled Expert
RobinHenSkilled Expert
M
Skilled Expert
MDaviesSkilled Expert
H22
Apprentice
H22Apprentice
J
Contributor
juneContributor
J
Apprentice
JackiticketApprentice
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
 Announcements and Events
What holiday-specific processes or workflows does your team implement to keep response times fast and CSAT high?

To support our knowledge-sharing community, we’d love to learn how your team navigates holiday or other peak-season rushes. Your strategies can help others across different industries stay prepared and deliver great customer experiences. Please share any processes or workflows your team uses to stay responsive and keep CSAT high, such as: Seasonal staffing or schedule adjustments Triage, routing, or prioritization methods Training, readiness, or knowledge-base updates Automation, tooling, or workflow enhancements Communication rhythms that help the team stay aligned Creative solutions or lessons learned from past peak seasons Your insights will help the community swap smart ideas, stay sane during the rush, and keep delivering the kind of customer magic that makes the season bright.   

121
eeha0120
Top Contributor ⭐
K
Apprentice
KatharinaApprentice
Freshdesk: Make tickets visible in portal for customer's colleagues in CCNew Idea

We would like to use the portal for our customers. However, we just found out that it is not possible for our customers to see the created tickets of their colleagues where they are on cc. The functionality to enable a contact to see all tickets from their company in general does not make sense for us. We are providing more than 20 products for very different stakeholders and big customers have several project teams, using several of our products but don't have any shared work together. For example one team in the company is dealing with startups, the other one with patents and the other one collects input from the employees.So they would see tickets in their portal that are totally irrelevant for them. 

9
394
J
Contributor
mbutler
Top Contributor ⭐
mbutlerTop Contributor ⭐
Loops needed in Workflow AutomatorNew Idea

I recently setup an emergency notification system in the event of a Major Incident. My requirements for this project were to call & email approximately 35 people when a major incident occurs or when an incent is upgraded to a major incident.My first inclination was to create a custom object and add the 35 people needed to that list - boy am I happy I didn’t do that, because I noticed there is no way to get every value out of a custom list. You can get a single value, but not every value.We really need a way to iterate through a custom object to use every value in the list. This could be done in several ways For Each loop, while loop, etc.When I found that couldn’t be done, I had to tediously add all 35 members of the on-call team to a very long workflow. The problem with that is that it introduces the possibility of mistakes. Just take a look at the image below that shows my workflow - everything at step 4 and beyond is basically a clone of the steps before it - what a tedious proc

48
26416
Daniel Söderlund
Top Contributor ⭐
C
Contributor
CaraContributor
Qualidade
Apprentice
QualidadeApprentice
thx1138
Contributor
thx1138
EricRoeland
Skilled Expert
EricRoelandSkilled Expert
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
 Announcements and Events
A
Apprentice
Andy FreemanApprentice
Teams Integration - DM Creation from Tickets rather than ChannelsNew Idea

We have recently migrated a portion of our company over from Zendesk - And with the Teams integration there Agents could spin up Direct Messages with Requesters from the TicketWe have also just moved another portion of the company from Salesforce Service Cloud - and also with the Teams integrationb there Agents could spin up Direct messages with Requesters from the Ticket.However, on Freshservice - A Dedicated Channel is created each time. Not only is this super messy, but also from a Channel Visibility / Security standpoint this is a complete non starter.I recently asked our account manager about this and was told that DM’s were not on the roadmap - So we have had to pay an extra $15k to use this third party app for this use case - https://www.freshworks.com/apps/rck_techiees_ms_teams_chat/Is this something that Fresh might reconsider? Would be great if this was something that we could do out of the box, as per your competitors. 

2
71
A
Contributor

Badge winners

Show all badges
Terms of UseAccessibility statement