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Have you heard of Jaime? He's been seen around the Freshworks LinkedIn page sharing his experience with and insights into the Refresh Community.Here’s how the community has helped him - Network. This is your golden opportunity to connect with peers, unearth a whole new world of product understanding, and make the most out of your Freshworks suites! Every day is a party around here. Join in, let's get talking. Learn. Take a moment to upskill and accomplish with ease! Garner in-depth knowledge about Freshworks products from experts, peers, and content that gives you all the deets. Take a look -  Grow.Catapult your growth! Get exclusive access to content that will help you boost your expertise within the Freshworks product suite, and beyond. For example, have you seen our tips tuesday series for Freshdesk customers? -  ...And so much more!The community team is at your service! 

Happy New Year All! I have had some time to think over the festive period and was wondering how people are managing their requestors? I am finding that we often have employees emailing in from their personal email addresses which in turn creates them as a requestor. With the lack of GDPR compliance functionality within Freshservice, I am wondering how you are clearing out old requestors when not required? Looking forward to hearing from you. Matt

Hello,I have a problem with a payment for the company Instaview s.r.o.. I am trying to pay for a monthly plan on Freshsales, but I am unable to complete the payment because the system does not accept our DIČ number, which is considered a VAT number for you. However, in our case, we should not have one, as we are not VAT payers.I am not sure how to resolve this issue. I would appreciate it if you could let me know as soon as possible how this can be solved. I have tried everything that was possible.Kind regards,Ľuboš Repka

When  I add the below data to the deal, the amounf of the deal  is  1000 instead of 10000.Product : A Unit Price : 1000 Unit : 1 Pricing Type :Subscription Billing Cycle : 10I need some advice about that.Thnaks. 

Hello everyone,As we head into the holiday season, our team will be taking a little winter break from December 18 to January 2.For any urgent product-related issues or support needs, please reach out directly to Freshworks Support or your Customer Success Manager. Our amazing Community members may also jump in and share their insights if they come across your questions.Wishing you all a joyful, restful, and wonderful holiday season! ✨ 

I know that merge tickets close out the secondary tickets and attaches to the primary ticket but do the users who submitted the secondary tickets still get replies if i reply to the primary ticket? Does associated tickets do the same? Do the associated tickets get the reply if you reply to the primary parent ticket?

in order to set the language of freshchat during initialization, it is enough to specify<script> window.fcWidgetMessengerConfig = { locale: "fr" } </script>The documentation (https://developers.freshchat.com/web-sdk/v2/#multi-lang) says that in order to change the language dynamically, you should callwindow.fcWidget.user.setLocale('en')But when I do this, nothing happens. In the browser console, you can see that the function is called, but the chat does not change the language.How to change the language correctly?

How I can change the language dynamically without initializing the chat wdiget, It works but widget closes.Don’t want widget to be closed, using it with react js.Any latest documentation?

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected. Can anyone help?(Note: moved from inadvertent posting on Freshdesk)

What is the one change your team made last year that improved how you work together, and that you want to carry into 2026? 

I’ve been digging through documentation and cannot find the answer. We’ve only ever used manual approvals in the past, but with recent changes, we now need to create ‘Approval Groups’, even when it’s only one approver. Problem is, all Agents have the ability to make Approval Groups and, like Tags and others, there doesn’t seem to be a place all these Groups are stored. I don’t know how many are out there, who created them, how they’re being used, etc. Are these Global fields? Can everyone see everyone’s Approval Groups? etc. I want to enable agents to request approval, but I don’t want to add to the massive technical debt hiding in the background.

I’m hoping there is a way to create a single ticket view that has multiple filter combinations.For instance,We’ve got a number of Agents I’d like to see all tickets that I’m an agent for that aren’t closed or resolved, but also see any tickets regardless of agent if they are in an open state.So (Me and not closed, resolved) and (not me and open)

Hello, Suddenly the New Requestor option is unavailable. When going to Admin then requestors the New Requestor button will show briefly then disappear. This happens in FireFox, Chrome, and Edge. It is only happening on one device. Any suggestions on what might be causing this?

We have conference rooms and Teams enabled meeting rooms that we would like to track the AV devices in the location and potentially bundle it with the room. Has anyone loaded AV assets into Freshservice? If so could you share Make and model information and how you set it up? Any issues you ran into? 

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely been able to add agents to contact groups. A use-case came up internally this past week with regards to new user onboarding - as our onboarding team were unable to add users to a specified a contact group. The users are agents, but (and I have also checked this) we are no longer able to add. Has anyone else experienced this?

Ok another long term scenario I still cannot resolve and curious if anyone else has this issue and foudn a solution. Lets assume we have an azure AD tenant with 6000 actual user accounts and 3000 shared mailboxes.  We can use azure provisioning to auto create requesters in Freshservice, based off of a group membership which we could specify requires the Azure account to have an employee ID for example, so we have 6000 requesters in Freshservice. If we assume users create tickets via the portal and via email how do we stop people sending emails from one of the shared mailboxes thus creating non-user requesters? You have to assume that the email domain of the shared mailboxes will be the same as the users, so we can’t filter the emails on the email domain There is no way we can specifically exclude 3000 email addresses from the mail flow rule All emails show as internal so we can’t use that as a filter optionDoes anyone have any suggestions?

I’ve looked at this topic multiple times but never got a viable solution so posting this here to see if anyone has any ideas. Lets assume you have 1 mailbox where internal users email issues to.  You are using Exchange 365, and have a mail flow rule that has conditions and action:Recipient is the “ITIssues” mailbox Sender is Internal Redirect to “FreshserviceAddress” (let’s assume for now we don’t need to keep the emails in the mailbox, in which case you would add it as a cc address then create a mail rule to auto file the messages)Now using this, if a client emails ITIssues the email will go to the inbox so it could be dealt with outside of Freshservice. This is great until….User A emails ITIssues and cc’s a client. Ticket is raised Agent 1 replies which emails User A and the client by default Client replies and the email goes to the inbox.Ok, so we can work around this with a second mail flow rule:Recipient is the “ITIssues” mailbox Sender is External Subject contains “Helpdesk Ticke

I am trying to force a selection for Source. Users leave the default selected, and all the tickets source is phone.  I want to use a business rule to force a selection.  In the ticket form I need to make a custom field “Select” the default, but it seems that phone as default cannot be changed.

I’ve seen this discussed a little bit in the past, but I’m still not seeing any obvious way to do this.We want to turn off the first response SLA, but leave the resolution SLA in place.An example scenario is that a ticket is raised, and we send out an email to the requester automatically via the “Email Notifications” section in the Admin area of Fresh. So the user is already being made aware that a ticket has been raised, and that we will be working on it. Our first responses tend to be pointless, as they just result in a manual response that pretty much is the same of what they’ve already received when the ticket was first opened.So, we want to switch off the first response SLA, and keep the resolution SLA in place. Is there a way to achieve this, even if it’s a bit convoluted to do? We could just set the first response to 12 months, and leave the resolution SLA’s as X amount of hours?

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.

Hey there, I’ve been experiencing problems while logging in to FreshDesk via Firefox ( 99.0.1 ). When my agent tries to login it just reloads the login page. No problems occur when logging in with Edge. Here’s what I tried to solve the problem:Deleting Cookies and History (did not help)complete new installation of Firefox (worked for 24 h)Changing the role of the agent (worked for 24 h) Here’s the real mystery: We have a Log-in-again-after-24-hours-policy in FreshDesk. 24 hours after Using the “Change role” way we experienced the same problems again.But changing the role did not help us this time.Resetting the password did not help, either.Of course deleting cookies and history neither.But this time it was not just a reload of the login page but we got this: First this screenAnd when we tried to login with the correct password Is there anyone out there experiencing the same problems or can give me any idea what to try next? Thank you in advance! Ulf

I need to add a question for a service item where it will list multiple items and the requester will select an item and then determine the quantity.  It is an HR service item in a business workspace to track assets issues to them (like computers, uniforms, keys, etc).  HR wants the employee to select which items were assigned to them and then the quantity of each.   Any ideas on how to do this?