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139
shmuelbass
Apprentice
shmuelbassApprentice
 Ticket & Workflow Management
onboarding oracle user automation

Hi,we are trying to create automation that supposed to be part of onboarding proccess.when user open onboarding request the process should open request for managers for approvals'.Once the first manager approves the ticket should be updated and send the second mail for anothe approval.the issue is that after the first one approves the ticket is not updating and the flow doesn’t send the second mail.

20
shmuelbass
Apprentice
Jenil
Apprentice
JenilApprentice
 IT Operations Management
⚠️ Compatibility Issue: angular-Freshdesk Not Compatible with Angular 19

Dear Team,We are facing a critical blocker while upgrading our project from Angular 18 to Angular 19, directly impacting our release timeline. 🔍 Issue SummaryDuring the upgrade, Angular 19 automatically installs zone.js@0.15.1, while the angular-freshdesk package declares a strict peer dependency on zone.js@~0.14.4.This mismatch is breaking the build with peer dependency conflicts, and as a result, we're unable to proceed with our Angular 19 migration.This is a high-priority issue affecting active development and deployment. 📎 Attached: Please find the attached logs/screenshots for your reference, which clearly outline the error and dependency chain involved.📩 Please let us know if any additional logs or technical details are needed from our side. We request your urgent attention and resolution on this matter.

20
Jenil
Apprentice
J
Apprentice
josiah.cornwellApprentice
 How do I....?
For the Community: Code to Hide Custom Cards from Non-Logged in Users

I’ve been racking my brain around this. We use Freshservice for our internal staff and therefore require all users to log in before submitting tickets. Recently, we started using custom cards to make specific URL redirects more readily accessible to our staff.What I couldn’t figure out is how to hide these custom cards from the non-logged in users. Here is what it now looks like for both logged in and non-logged in users as well as the custom code we used to accomplish this. Mind you, I’m not a coder and used Copilot to accomplish this so there might be a better way, but this allowed us to accomplish what we needed:Logged In User Non-Logged In UserInsert this where your logic begins for {{#each cards}} on the Portal Home page: {{#if portal.logged_in}} <section id="cards-banner" class="banner-{{cards.length}}" data-ce="true" data-ce-type="section" data-ce-subtype="cards" data-ce-id="cards-banner" data-ce-

30
J
Apprentice
anupama.phal
Community Manager
anupama.phalCommunity Manager
 AI & Bots
🎉 Freddy Friday: Refresh Virtual Summit — Now Available On-Demand! 🎉Freddy Fridays

Hey Community, Legacy tools are slowing teams down and burning budgets. Modern software should drive impact, not overhead. At Refresh Virtual Summit, we witnessed how Freshworks is enabling faster time-to-value with intuitive, AI-powered solutions.Missed the live event? Good news — you can now catch all the action, insights, and product deep-dives at your own pace! From AI-powered innovations to game-changing roadmap previews, the Refresh Virtual Summit was packed with everything you need to elevate employee experiences.💡 Hear from industry leaders and product experts🚀 Get early looks at what’s coming🤖 Dive into Freshworks' latest innovations in AI📈 Witness real customer stories 🙌 And much more! 👉 Watch here📅 [Upcoming Webinar] Interested in seeing more AI in action?Save your seat for the Freddy AI Demo DayCheersAnupama Phal

70
anupama.phal
Community Manager
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
 Getting Started
[8 mins] Quick Survey — We'd love to know your take on how you see Brand Freshworks!

Happy Friday!At Freshworks, we truly value the insights and feedback from our community — your input helps shape the products and experiences we deliver.As we continue to grow, we’re eager to understand how our brand resonates with you. How does Freshworks stand out to you, and how do we compare to others in the industry?We’d appreciate a few minutes of your time (just ~8 minutes) to complete a short survey. There are no right or wrong answers — just your honest perspective. Your feedback helps us see our brand through your eyes and continue evolving in the right direction.Thank you for being an important part of our journey.👉 Take the survey

90
Kamakshi V
Community Manager
shs_tim.hobson
Skilled Expert
shs_tim.hobsonSkilled Expert
 Assets
FreshService - Inventory Assets - Filter by Make and Model

In FreshService Assets Inventory, is there a way to filter via Make and/or Model of an Asset? It seems like I can filter the majority of fields but the most important Make and/or Model doesn’t seem to be an option.If anyone knows how to do this please let me know, otherwise it would be great if FreshWorks could add this a basic must have / be able to do feature please.

285
eeha0120
Skilled Expert
M
Apprentice
mymukApprentice
 Ticketing & Agent Productivity
Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

165218
therobertscott
Community Debut
Schoolkit
Apprentice
SchoolkitApprentice
 Contacts & Companies
Is it safe to delete all of the "@freshdesk" and "@freshworks" contacts in my Freshdesk contact list?

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?”I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again?Thanks in advance for any direction.Dave

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S
Community Debut
BSJFW
Contributor
BSJFWContributor
 IT Operations Management
BUG: Cloning Service Item - Unable to Save Changes

When cloning an existing service item, the newly created “Copy of ...” does not allow you to save the changes made. The Save button does not refresh or acknowledge the changes. Instead, the newly created item needs to be saved without any changes, then re-opened, changed, and saved. This presents a problem because the cloned item is automatically opened in edit mode, suggesting that changes can be made. This often results in having double-work done.  

20
BSJFW
Contributor
AngelinaT
Apprentice
AngelinaTApprentice
 Getting Started
Hiring Now: Freshworks Admin – Know Anyone?

Heritage Auctions is looking for a Freshworks Administrator to manage and optimize our Freshdesk and Freshcaller platforms. Have 3+ years of experience with Freshdesk & Freshcaller? Comfortable building automations, IVRs, call queues, and SLAs? Skilled in integrations, reporting, and training cross-functional teams? Passionate about improving customer experience through smart workflows and AI? Location: Near DFW Airport (Dallas, TX)Benefits: Medical, dental, vision, 401k, PTO, Daily PayPay: Based on experienceKnow someone who’s a great fit or want to apply? Reach out or send them our way or apply online directly at HA.COM/Careers

70
AngelinaT
Apprentice
Spleen
Apprentice
SpleenApprentice
 Ticket & Workflow Management
Send resolution comments in the resolution email

Hello, We want to add the comments from the resolution comments ticket field to the resolution email that is sent to the user when a call is resolved, How can I achieve this please? We are using freshservice, not fresh desk if that makes a difference

4669
OG Bobby Johnson
Community Debut
O
Skilled Expert
oclews10Skilled Expert
 Ticket & Workflow Management
Workflow trigger to resolve a ticket once a resolution has been added

Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):

76014
Roxwell
Contributor
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

416
M
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

55147
RobCrossHM
Skilled Expert
H
Skilled Expert
heluSkilled Expert
 Portals, Emails & Other Channels
Freshservice custom mailbox error - Unable to send outgoing emails

Hi,The last 4 weeks we get this error 3-4 times a week, but why…Every time I log into Freshservice to solve the issue, but there is no issue in Freshservice. So self healing - But why have it increased? Do Freshservice have a heartbeat monitoring towards O365, and the threshold is to low? (just guising) Do other have the same issue with increased number af mails about this matter, or are we alone on this?/HenrikE-mail we receive from Freshservice Support:Dear Admin,Your Freshservice custom mailbox “xwz” (xwz@xwz.xwz) is unable to send outgoing emails due to an unknown error.Despite our efforts, we were unable to re-establish a connection with your mail provider's server. This email is to notify you of this.What are my next steps?Please try again later. If the issue persists, contact your mailbox provider for assistance.Can Freshservice help me with this?Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail pr

40
H
Skilled Expert
LukeC
Skilled Expert
LukeCSkilled Expert
 Portal/Knowledge Base
Knowledgebase Folder Visibility - Agents AND Requesters Visibility

Hi All, I currently have a scenario within my organization in which we have a number of limited agents working with a restricted role which allows them to work on a set of ticket within their set queue. I have noticed that when reviewing the solutions area of the self-service portal (when assuming identity) that they limited agents are able to see areas within the knowledgebase I would prefer they not. The areas in question are currently configured to be managed by a technical agent group within the business and visible to select requester groups. This leads me to two questions.If the visibility setting is set to requester groups, does this by default give all agents access to the folder? If Yes is the answer to the above, is there a way around this?I want to allow visibility to select requester groups as they are customer facing articles, however not all agents should have visibility of them. I’m keen to know if anyone else has had this issue and of any workarounds. Any assistance wou

243
Jessica Mell
Contributor
Roxi.Fontaigne
Apprentice
Roxi.FontaigneApprentice
 Apps and Marketplace Integrations
Why is FDK skipping over my coverage files?

I am making my first FDK app and it’s a frontend button in the ticket_top_navigation area that gathers info to format ticket info into a more printable concise format. I have it to the point where Jest states we have >80% in all coverage sections, but when I go to pack the app, fdk states that coverage is less than 80% and forcing it to skip coverage results in an empty zip file. I can confirm that the manifest points toward the correct location for tests and we have both lcov.info and coverage-final.json in the coverage file and app.test.js in the __tests__ file within the overall directory. Any help would be appreciated. 

60
Roxi.Fontaigne
Apprentice
A
Apprentice
alingerApprentice
 Automations
Automation based on BCC

We have recently found that we have several customers that will email us with our Freshdesk address in the BCC field.  Our automations to assign tickets to queues are based on the to and CC fields, but there is no option for BCC field (obviously, that’s the intended function of the field, is for email addresses to be “Blind”).However, is there any automation that can be built to drop any email that is sent to our Freshdesk instance with our address in the BCC field to be dropped into a queue of its own for review?  Any sort of a BCC field flag/indicator we can key off of just knowing it was one of our addresses in the BCC?  Several of our customers will go out for quote to several companies and apparently put all the addresses in the BCC field so they only have to send 1 email, this puts the emails in the all encompassing queue and are often missed as they are in the jumble with spam.  We have 20 email addresses and 20 queues they filter to so it makes things a bit difficult when they

90
A
Apprentice
keefe.andrews
Skilled Expert
keefe.andrewsSkilled Expert
 Apps and Marketplace Integrations
Using Microsoft Intune for Fresh Service Agent Deployment

I saw different support articles about how to deploy the FreshService Agent, but I had not seen one around using Microsoft’s Intune. We are currently using Intune for software distribution and I figured it would be helpful to share how we deploy the agent with Intune. Let me know if this post is helpful and works for you.Assumptions: You have the fresh service agent msi file downloaded on your PC. You have the Intune app builder “IntuneWinAppUtil.exe”. (we find this offers more custom install options than just using the MSI “line of buisness” app deployment feature in Intune) For information about the Intune app builder see this Microsoft Article: https://docs.microsoft.com/en-us/mem/intune/apps/apps-win32-app-managementBuilding your deployment:Save your Fresh service agent file in a folder by itself on your PC. In this example I used C:\temp\fs. Run the IntuneWinAppUtil.exe as an administrator.   Specify the source folder: C:\temp\fs Specify the setup file: fs-windows-agent-2.9.0.ms

622116
T
Community Debut
P
Apprentice
pabloatcoeptApprentice
 Portals, Emails & Other Channels
Outgoing emails blocked, can't respond to clients

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com I've contacted support@freshdesk.com but they are taking a bit too long to fix this issue, and we have some tickets open waiting for response. Could someone from here fix this for us? 

100
P
Apprentice
Amrit Mishra
Community Manager
Amrit MishraCommunity Manager
 Analytics
Freshworks Analytics: Knowledge Base Update

Hi,We are happy to announce that a new ‘How to...’ section is now available on the Freshworks Analytics knowledge base.This section includes solution articles that provide step by step procedures to achieve a specific task. To start with, the following articles are now available for your perusal.How to group data by more than 2 attributes? How to create a custom attribute by combining 2 attributes? How to group by conditional fields?You can access the new section here. We intend to add more such articles in the coming months. If you have any feedback on these articles (or any other article in the Analytics knowledge base), please post them as a comment to this post. Additionally, if you have ideas on what documentation you would like to see or what the community would benefit from, please post them here as well. We’ll do our best to get them created. Thanks and regards,Amrit

201
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.  

254
Ra89z
Apprentice
W
Apprentice
whitesApprentice
 Apps and Marketplace Integrations
What should interior designers know about local SEO?

Local SEO helps interior designers attract nearby clients by optimizing their online presence. Key steps include claiming your Google Business Profile, using location-based keywords, and collecting client reviews. Also, ensure your website is mobile-friendly and listed on local directories. To save time and get better results, many professionals invest in an expert SEO for interior designers service that focuses on boosting visibility in local search results.  

20
W
Apprentice
B
Apprentice
BretMCApprentice
 Ticketing & Agent Productivity
iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there?  Thanks in advance!

513
K
Community Debut
SIVAKUMAR
Apprentice
SIVAKUMARApprentice
 Ticket & Workflow Management
Unable to Render Formatted Text in Freshdesk Ticket Reply Editor

When replying to a ticket in Freshdesk, the reply editor is used to compose a response. Upon clicking the "Insert" button in a custom modal, a response containing line breaks (\n) and HTML elements (e.g., <ul>) is sent from the backend to the reply editor. However, instead of displaying the content with proper formatting, the inserted text appears as a single paragraph, ignoring the intended structure and HTML formatting. Am i doing this correctly? What am i missing here?Any guidance or suggestions to resolve this issue would be greatly appreciated.Thank you in advance to everyone who takes the time to help!ModalReply editor Response from apiModalTicket Sidebar  

40
SIVAKUMAR
Apprentice

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