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153
B
Apprentice
bigshooterApprentice
 How do I....?
Admin account that does not eat an agent license

Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin.  It would not perform agent duties.  From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license?  This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)

7486
carlos97
Community Debut
msconfig87
Skilled Expert
msconfig87Skilled Expert
 Ticket & Workflow Management
Can you explain the approval change June 2025 a bit more detailed?

in the release notes from June 2025 ( there is written:Improved Approval Handling in Task WorkflowsCategory: Automation We’ve fixed an issue in the Task Workflow Automator where workflows continued execution even after sending an approval request, without waiting for the response.Updated Behavior (Post-Fix)Action nodes that are not the last node in the workflow can no longer be edited to add approval requests. Approval actions can only be configured in newly added action nodes that are placed at the end of the workflow. Cloning an action node with an approval is now restricted unless it remains the last node in the workflow. If a new action node is added and it is not the last node, the “Request for Approval” option will not appear.We basically have ALL our approval nodes somewhere in the middle of a workflow but never on the end as we need actions to be performed AFTER an approval.Do I understand this correct that this “fix” will break all of those workflows?This would be a HUGE deal

40
msconfig87
Skilled Expert
SW-Scott
Skilled Expert
SW-ScottSkilled Expert
 Ticket & Workflow Management
Do not create tickets from emails - BUT allow emailed responses

I see the request for a Toggle to prevent emails from creating tickets:  However, we want to make sure that a requestor CAN reply after they submit a ticket via the Portal and receive an email from the system address, automated or otherwise.Is this something that I am just not seeing? I’m afraid that if I flag our Freshservice email as a SPAM address, Requester replies will be flagged and their valid tickets won’t be updated. Thanks!Scott

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SW-Scott
Skilled Expert
StefanoFrau
Apprentice
StefanoFrauApprentice
 Analytics
Leaderboard and Achievements widgets no longer available — feature removed or admin setting?

Hi everyone,We’ve noticed that the Leaderboard and Achievements widgets have disappeared from our Freshservice agent dashboards. The widgets now display the message:“Leaderboard feature is no longer available, please remove the widget.”“Achievements feature is no longer available, please remove the widget.”We’re trying to understand whether this change was introduced by Freshservice directly (e.g. feature deprecated), or if it could have been disabled by our account administrator via settings or permissions.We still see references to the Arcade functionality here:https://support.freshservice.com/support/solutions/articles/183566-improving-it-performance-using-freshservice-arcadeHas anyone experienced the same? Any official confirmation from the Freshservice team?Thanks in advance!Stefano

20
StefanoFrau
Apprentice
Billsby77
Apprentice
Billsby77Apprentice
 Getting Started
Billsby

Optimize payments effortlessly with Billsby. Simplify billing processes and enhance payment management for your business. For more: subscription management software, subscription management platform, recurring billing platform, saas billing

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Billsby77
Apprentice
Asfandyarakram
Apprentice
AsfandyarakramApprentice
 Getting Started
Request for Advanced Dynamic Form Support in Service Catalog

We run an online t shirt store at Harwage.pk, and we’re encountering limitations with the current form structure in the Service Catalog.Our business often needs more dynamic and layered forms to collect detailed customer or internal input—for example, when reporting product issues, requesting design customizations, or managing returns. Right now, the current form setup doesn’t allow us to build multi-level conditional logic without having to create a separate form for each variation. This results in redundancy and maintenance difficulties.We’d ideally like to have one dynamic form with parent-child logic, like:Example: What is the issue? Sizing Issue Too Small / Too Large Design Issue Misprint Color Mismatch Other [Comment Box] But with current limitations, we need to build individual forms for each t-shirt style or issue type, which adds unnecessary complexity.Is there an ETA or roadmap plan to allow more advanced and scalable dynamic form cr

20
Asfandyarakram
Apprentice
ThanosRaja77
Apprentice
ThanosRaja77Apprentice
 Analytics
gallery shutter sinc

Please reach out via our Support if you encounter any technical issues or need troubleshooting assistance.Also, here’s a helpful resource worth checking out: https://galleryshuttersinc.com/ 

20
ThanosRaja77
Apprentice
anupama.phal
Community Manager
anupama.phalCommunity Manager
 AI & Bots
🎉 Freddy Friday Spotlight: See Freddy AI in Action! 🎉Freddy Friday

Hello Community, Curious about how Freddy AI can transform the way your service teams work? Join us for an exclusive Demo Webinar where you’ll get to experience the real magic behind Freddy AI’s intelligent suite—designed to boost productivity across your service teams! What’s in store for you?🤖 Engaging Demos of Freddy AI’s Latest CapabilitiesFreddy Copilot for Service Agents: Watch agents resolve issues faster with real-time recommendations and contextual assistance. Freddy AI Agent for Employees: See how employees receive always-on, human-like help in Microsoft Teams and Slack. NEW! Freddy AI Insights for IT Leaders: Discover how IT leaders like you can harness proactive insights to drive smarter decisions.👀 Sneak Peek Into the Future: Be the first to preview exciting Freddy AI innovations launching later this year! ⏰ When? 🗓 June 25, 2025 Don’t miss your chance to see Freddy AI in action—get inspired and learn how the power of AI can drive real productivity and efficiency for yo

314
S
Community Debut
J
Top Contributor
joestractTop Contributor
 Analytics
Resolution Time in Bhrs in the Analytics Data Export shows huge Number

This question was asked a few years ago by bhota, but it did not appear to be answered.A data export is scheduled in the path Analytics > Settings > Data Export to export all Tickets through the API that is consumed by Power BI application.The field Resolution Time in Bhrs is imported as a whole number and shows a number like 58453000 which does not make any sense because the ticket the actual data is something like 16hrs 14minsIt imports as a whole number and when you try and change to a time it errors out  

9110
Amrit Mishra
Community Manager
anupama.phal
Community Manager
anupama.phalCommunity Manager
 AI & Bots
Exciting news: Freddy AI Insights is Live! Get Started Now 🌟Product Launch

Hey Community,We are thrilled to announce that Freddy AI Insights is now in General Availability (GA) for all Freshservice Enterprise plan customers at no additional cost.Are you missing critical service desk trends until it's too late? Freddy AI Insights delivers proactive, data-driven intelligence so leaders like you can make faster, more strategic decisions. Imagine proactively addressing a spike in resolution times before it becomes a problem!Accelerate your decision-making – Get started now!Contact your Customer Success Manager and upgrade to the Enterprise plan to take advantage of Freddy AI Insights' GenAI-powered capabilities for smarter decision-making. Upgrade to Enterprise Plan>Unlock key benefits with Freddy AI InsightsProactive insights: Spot trends and anomalies instantly with out-of-the-box, AI-powered intelligence for faster decision-making. Root cause analysis: Drill down into the underlying issues behind trends with precision, and make data-backed decisions faster.

261
S
Community Debut
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
 Assets
Sub Category for Service Item

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.  

59013
D
Community Debut
R
Community Manager
Rinkita SharmaCommunity Manager
 Knowledge Base
Empower Clients, Reduce Workload—Your Knowledge Base, Working Smarter

Hello Folks!In a world where speed and accuracy define great support, the Knowledge Base in Freshservice for MSPs becomes your most powerful self-service tool. Designed to be a centralized hub for solution articles, it enables users to find answers instantly—minimizing support requests, improving consistency, and enhancing the overall service experience.Boost Self-Service with Trusted ContentYour Knowledge Base acts as the first line of support for clients. By providing quick, reliable answers to common questions and issues, you reduce the number of incoming tickets and free up your agents to focus on more complex cases.Whether it’s a how-to guide, a troubleshooting article, or a best practice document, each piece of content ensures clients are empowered to help themselves anytime, anywhere.Organize for Easy AccessAn effective Knowledge Base begins with the right structure. Freshservice for MSPs makes it easy to organize articles by categories and folders, reflecting your team’s servic

50
R
Community Manager
M
Skilled Expert
MichaelJMSkilled Expert
 How do I....?
Remove option to Add New Requester

I have been digging through permissions, roles, settings, portals, business rules, forums, and cannot seem to find a way to remove the ‘Add new requester’ option when creating a new ticket. Issue: we have Agents in both IT and non-IT workspaces who are creating Requester records for themselves or others because they are misunderstanding the intention of this button. Our Requesters sync from Active Directory, so we don’t WANT anyone manually adding requesters, as all of our requesters are internal. We need the ability to remove this option from everyone, as training/education of “please don’t use this button” is not working.

333
RobCrossHM
Skilled Expert
manojvi
Apprentice
manojviApprentice
 Ticket & Workflow Management
Ticket routing between groups

I have two groups in fresh service with different set of Agents in each group. There are two teams working in different time zones.I want to route tickets landing between these groups in different time slots.For reference i want incoming tickets from 0000hrs to 1300hrs to land in group 1 and tickets from 1301 to 1159 land in group two.How can i do this.

71
A
Community Debut
Daner11
Apprentice
Daner11Apprentice
 News and Innovations
Morse code

 Do people still use Morse code?

544
julioherron
Community Debut
D
Apprentice
Dave KershawApprentice
 Ticketing & Agent Productivity
Self Service Portal Templates

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. 

3432
Jenny101
Community Debut
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
 Analytics
Revisit : AMA with Analytics Team

Hello Freshworks Community!!You asked for a deep dive into Analytics—and we’re starting right here.Before we schedule a live session with our experts, we’re hosting a thread-based AMA to keep things flexible.Analytics has been one of the most requested topics, and this format gives you the freedom to ask questions, share use cases, and learn at your own pace.Based on your feedback and what comes up in this discussion, we’ll line up a live workshop soon.Drop your questions, share your use cases, or simply follow along. Based on the feedback and questions from this session, we’ll tailor a live deep-dive in the near future.Our Panel of Experts - ​@Amrit Mishra ​@Pranav Kumar Singh ​@Arunprakash ​@Saptarshi This is a thread-based Coffee Chat, scheduled for June 4 - June 5 which means: No live webinar or Zoom links. Just drop your questions or thoughts on the event thread anytime during the scheduled days (EU & NA Friendly) Our Product Managers will respond in real time across both days

52944
Amrit Mishra
Community Manager
Ra89z
Apprentice
Ra89zApprentice
 Apps and Marketplace Integrations
Freshdesk For Salesforce app does not launch in Salesforce, unable to authorize account.

Anyone happens to know what the reason could be that the Freshdesk authentication page does not open in Salesforce. No error, the page is just blank. Reinstalled the app once, but did not help. User trying is full System admin and have access to the app.  

173
Hardik
Community Debut
Vijay-S
Community Manager
Vijay-SCommunity Manager
 Apps and Marketplace Integrations
Freshservice Integrations that Delivered — Did you try them?

Hello Freshworks Community! As we settle into 2025, here’s a quick refresher on a milestone we’re proud of — 27 new app integrations launched across 9 high-impact themes in 2024!27 Integrations. 9 Themes. One Game-Changing Year for Freshservice !These additions take Freshservice to the next level, helping teams automate faster, collaborate better, and save serious time. 💡 Powered by our flexible Workato-based connector app framework, enterprise customers can now seamlessly scale integrations and purchase tasks tailored to their unique workflows.We’re excited about the momentum — and we’d love to hear from you.👉 Tried any of these integrations yet? Let us know what’s working for you.Explore the Connector Apps here → https://www.freshworks.com/apps/collection/connector_apps/Explore the full list here →  https://www.freshworks.com/apps/freshservice_itsm/ 

911
ethan547423
Community Debut
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
 AI & Bots
Optimize solution articles for Freddy AI

Hello everyone, As more and more people start using Freddy AI, have you considered optimizing your solution articles?I found this  Best practices to create solution articles : Freshservice, good start but I think we need more.  Does anyone have similar articles for different departments within the company? For example, if you’re in a corporate group with multiple HR or Finance teams, all using the same Freshservice instance.How can we manage that the requesters for company X get solutions for company X and not Y and Z?  ​@Kamakshi V do we have anyone from the Freddy Team that can help out here ? 

1234
ThanosRaja00
Community Debut
InDublin
Apprentice
InDublinApprentice
 Automations
Ticket Automation Issue

Part of my workflow for Off-Boarding Leavers changes the ticket status when the leavers end date has arrived.I have an automator that is set to run when triggered by the ticket status change.This runs fine if I change a ticket’s status manually, but when the status changed by the system, as a result of the leavers end date arriving, automation does not run.I want this automator to run when the status changes, regardless of weather that’s a manual or automatic change by the system.Any suggestions?ThanksD.M.

121
U
Contributor
T
Contributor
tamas.andrassyContributor
 Ticket & Workflow Management
Company ticket field Not Enforced as Required on Ticket Closure

Hi everyone,We’re using Freshdesk and regularly generate reports based on the company of the contact, which the agents link to each ticket. To ensure this field is always filled in, we’ve configured the "Company" field (under Admin → Ticket Fields) to be required when closing a ticket by enabling the option (as seen in the image below). However, this setting doesn't seem to be working as expected. Agents are still able to close tickets without filling in the Company field, and this results in tickets being closed without an associated organization—leading to inaccurate reports. Is this an expected behavior?If so, is there a workaround to enforce the presence of a Company before ticket closure? (e.g., via Workflow Automator, validation app, or moving the field elsewhere?)Thanks in advance for the help!

21312
T
Contributor
alyssia.correa
Community Manager
alyssia.correaCommunity Manager
 Announcements and Events
Product IDEAS Section | FAQs

Hello Freshworks Community!Please find the FAQs for the PRODUCT IDEAS section ! Here, you'll find answers to common questions about submitting, sharing, and voting on product ideas. Get the information you need to make the most of your involvement in shaping our products.  ❇FREQUENTLY ASKED QUESTIONS ✳ What is the Ideas Section?The Ideas section on Community is where Freshworks Community members can view, share, submit and vote on freshworks product ideas. This can be feature requests, enhancement to improve the product experience, and more. The goal is to give our community members a voice to share their ideas and get direct feedback from the product team. What can you do in the Ideas Section?   ➡  You can search and view ideas previously submitted➡  Share your inputs/suggestions on submitted ideas➡  Vote on existing ideas that you like➡  Share new ideas What is an Idea? An idea is a member-submitted product feature/enhancement request. It is a recommendation/proposal for features not

9118
K
Apprentice
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
 Ticket & Workflow Management
new and improved attachments functions

Does anyone else find this new approach to attachments to be mildly but consistently annoying?It can’t show a preview for an excel or word document, the hyperlink to download it is tiny and my people keep hitting the preview link instead, and any forwarding ends up with multiple copies of the same attachment in the ticket.I can’t help but wonder who is prioritizing things over there….. 

70
JTAVOLARO
Skilled Expert
M
Contributor
Matt AllenContributor
 Analytics
Analytics - output creating 2 options from one field

I’ve constructed a report based on Incident ticket data whereby it provides a split based on closure code Goal is I want to see the % of first time fix to see how effective the Service Desk is  The issue I have is I have 2 segments on the docnut chart for ‘fix applied’ - there is only one option to select when closing an incident - thinking there was a ‘bug’ in my query, I ran another new widget and constructed a new query split by closed code - and yet again 2 figures appear for ‘fix applied’ Any ideas anyone?

517
M
Contributor

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