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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 Use this time to clean up outdated records, review workflows, and define what data truly needs to move. 2.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 befor

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 !!

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?

#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?

I’m looking for some best practices for organizing a growing Knowledge Base in Freshworks. As the number of articles increases, it can become difficult for users to quickly find the information they need.What structure, categories, tags, or search practices do experienced Freshworks users recommend for keeping a Knowledge Base easy to navigate and maintain? Also, are there any common organization mistakes that should be avoided?

Olá rede, gostaria de saber se existem grupos ou comunidades brasileiras no Whatsapp para nos conectarmos e conversar sobre soluções das ferramentas Freshworks? Olá, pessoal! Gostaria de saber se existem grupos ou comunidades brasileiras no WhatsApp onde possamos nos conectar e discutir soluções Freshworks?

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavior between customers:Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” option. Because of this, B and C are unable to select a single option to view all company tickets.This functionality worked previously, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.What we've triedWe verified that B and C have the permission to view all tickets belonging to their company.We also tried:Disabling the company-wide ticket visibility permission. Saving the contact. Re-enabling the

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavior between customers:Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Selecting this option populates ALL tickets belonging to their company. Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” (All) option. Because of this, B and C are unable to select a single option to view all company tickets.This functionality worked previously for Customer B and Customer C, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.What we've triedWe verified that B and C have the permission to view all tickets belonging to their company

Is there a way to change rename this?  

HI, Getting some weird results where it is not showing all the info correctly, but close.in our KB, we have a article explaining how to map a network drive, then another article showing a list of all the standard drive mappings. All the drive mappings start with the 2 slashes (ex \\SERVER\FOLDER).The results show the instructions, with the path, but in some places, it does not show the 2 slashes.As you can see, the circled area, it only shows a single slash. Thoughts on why this us happening  

Hello everyone,I'm currently building a workflow where customers submit information through a web form and the data is later processed through automation rules and notifications.One challenge I've encountered is handling date- and time-sensitive inputs consistently across different user locations and timezones.For example, some external tools rely heavily on an exact date, time, and location to generate results. During testing, I noticed that even small timezone differences can lead to different outputs being generated, which makes me concerned about how those values should be stored and processed inside Freshworks workflows.I've been testing scenarios using tools such as:https://calcolaascendente.it/because they make date/time discrepancies easier to identify during validation.My questions are:Do you recommend storing all incoming values in UTC before triggering automations? How do you handle daylight-saving changes for workflows that may run days or weeks later? Have you experienced

How we can send Attachments via Webhook Trigger from Freshdesk Automation? 

Hi everyone,I am exploring whether Freshdesk could be used to organize FAQs, contact enquiries and support content for an independent WordPress information portal covering skills development opportunities for women in Punjab.The website already contains application guides, eligibility information, training details and frequently asked questions. I would like to understand the best way to connect this content with Freshdesk without duplicating everything or negatively affecting the existing website’s SEO.Would you recommend using Freshdesk Knowledge Base categories, embedding selected articles in WordPress, or keeping the knowledge base on a separate support subdomain? I would also appreciate advice about multilingual content, analytics tracking and maintaining consistent branding.Thanks in advance for any practical recommendations or examples.

Hi everyone,We run a custom apparel manufacturing website (https://juxiangapparel.com/) and receive inquiries from customers across different countries through our contact forms.We're considering Freshworks to better organize leads, automate replies, and ensure no customer requests are missed.For businesses with international inquiries, which Freshworks features or automations have made the biggest difference? Do you have any recommended workflows or best practices for managing sales and support conversations efficiently?I'd appreciate any tips or real-world experiences. Thanks in advance!

Hi everyone,I am trying to integrate the Freshchat web widget into a custom HTML5 application for bug reporting and user feedback, but I am running into a CSS/touch-event conflict on mobile viewports.I recently integrated the snippet into hang 5, which is a daily word puzzle web app. The game relies entirely on a custom on-screen keyboard built with CSS grid at the bottom of the screen.The Freshchat bubble sits in the bottom right corner. While the visual bubble itself is small, the invisible iframe container (or the surrounding padding) seems to overlap the "Enter" and "Backspace" keys on my game's keyboard when viewed on iOS Safari and mobile Chrome. This causes players to accidentally open the chat widget when they are just trying to submit a word.Has anyone found a clean way to override the widget's default bounding box or z-index so it strictly wraps the bubble without an invisible overlay? Or is there a custom initialization parameter to add more bottom/right margin specifically

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I have not received any reply so far, and my issue remains unresolved.This is becoming quite frustrating as I need clarification on my invoice urgently for finance reconciliation purposes.Could anyone please advise:Is there another support channel or escalation path for billing issues? Is there a direct account manager or escalation email for urgent cases? Has anyone experienced faster resolution through a different Freshworks contact method?I would appreciate any guidance from the community or Freshworks staff on how to escalate this properly.Thank you.