Unanswered questions

What causes the error?

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event This works, but it’s very manual and time-consuming.My questions: Has anything changed recently that makes this easier or more automated? Is it possible to create a to-do or scheduled item directly from a ticket with a specific date/time? Is there any native Freshdesk integration that syncs ticket scheduling with Outlook or a calendar? If not natively supported, are there any recommended apps, integrations, or best-practice workflows (e.g., Power Automate, Freshdesk Automations, API-based solutions) to streamline this? Any insight, examples, or real-world setups would be appreciated.Thanks!

Hello !When we receive an email from a sender that is not already in the “contact” list, it does not work:no ticket created no trace of the email no auto reply to the customer (aknowledgment)but when we manually add the contact , prior to sending an email, then the ticket is properly created.The documentation says that a customer should be automatically added as a contact thought.Any idea? 

Hi! We currently have our service requests set up to where an email is required to be entered.  Im looking to figure out how we can change that to have it be an autofill for a name instead. It would be easier for colleagues to look themselves or each other up by name rather than having to lookup an email. An autofill dropdown would also be extremely helpful in this sense too.  We had it set up at my last org so I know it is possible. Unsure how to do it here though   

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc.  The next step has User B fill out a form that will then be emailed to them. Is there a way to prefill some of the form with information provided by User A. I know you can prefill but is there a way to reference previous steps like {{UserAStep1.first_name}} ?

Good afternoon everyone,First time poster here. 😁I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’ve tested this, if the agent replying is different to the assigned agent on the ticket then the assigned agent’s name is included not the agent responding. Hope that makes sense 😫Is there a placeholder I can use that references the agent providing the response regardless of who the ticket is assigned to?For business continuity purposes we review each others queues when someone is on leave or sick so this would be handy to communicate to the requesters. 

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board?  I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or something similar.  I started to play around in Analytics by cloning the Change Overview report, but I’m unable to get the URL for each change into the report to allow for quick access to each change.Thanks

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[category]=Sicherheitsvorfall%20melden!--scriptorendfragment-->!--scriptorstartfragment-->When I open this link the category field isn’t preselected.What I’m doing wrong?

Is it possible to get a specific software application (by name) using the api?The only way this appears possible at the moment is to use the “List All Software” endpoint with the pagination options (“per_page” and “page” parameters) to make repeated calls to the API until all software has been returned, then filter the results client side.However, this is inefficient, especially when there are 1000s of software records in the Asset database (due to discovery agents/probes).In the front end, the software list can be filtered by using the “search software” field. This calls an api endpoint - https://domain.freshservice.com/api/_/applications?discovered_view=false&filter=search&order_type=asc&page=1&per_page=50&search_term=Google+ChromeThis can be called in the browser (after logging in to the frontend). But returns 403 (Forbidden) when using the APIK Key authenticationAny ideas?    

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?

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.

Can someone tell me if i can add a number of service catalog items at once and if so, is there a template to do so? 

I noticed that in automations, there are only triggers for tickets. New tickets or tickets updated. I need automations for new and updated contacts. For some reason, Freshdesk does not seem to support this. I cant even get it working on Zapier either. Any thoughts?

I’d like to workout a way to address assets associated with deactivated users in our environment to flag for reporting that they need to be returned.  IE, User AD account is disabled, Freshservice Deactivates the account. This signal identifies that a user who has an asset associated with them as ‘used by’ and flips that device state to ‘Awaiting Return’ (or something to that extend.  Is there a way to do this in current state? I’ve been searching the Asset Workflow and cannot find any way to utilize used by user’s status to dictate anything. 

I’m newly responsible for maintaining our knowledge base and I’ve noticed several pieces of text that are prone to changing and appear throughout the base. Product names, addresses, phone numbers, so on. It’d be great to be able to set a static variable that can be updated once and automatically change the content everywhere that variable is used. For example, lets say I set {OfficePhone}=555-1212. Everywhere I use {OfficePhone} in the Knowledge Base, it’ll display as 555-1212.  Next week, we change our number to 555-1213. Instead of updating it every page where {OfficePhone} appears, I just change {OfficePhone}=555-1213 and the pages update automatically. Is that possible?

Has anyone setup a journey ticket where it automatically pulls the assets into the ticket, like it does in the out of the box offboarding module?

Whenever we add new subscribers, they have to verify their email, sign into the status page, and then manually adjust their timezone.  Asking a large number of users to perform these actions is going to cause a lot of confusion and inaccuracies.  Is there anything on the roadmap to better manage subscribers, particularly when those subscribers are also requesters and employees?  We should be able to manage these as company administrators and not rely on the users to configure these things themselves.

Hi everyone,Currently, the majority of our contacts are associated with a company.We use a custom text field on the Company object called “VAT Number”, which is unique and works well to identify companies.Here’s what I’m seeing so far: I can successfully search for a company using the custom field VAT Number However, when I search for the same VAT Number in the Contact search, no results are returned Question:Is there a way to configure the contact search bar (on ticket creation) so that entering a company’s VAT Number will return all contacts associated with that company?Target functionality:When someone calls in: The agent asks for the VAT Number and the caller’s name The agent searches using the VAT Number If results are found, the agent selects the correct contact from the list If no results are found, the agent proceeds with creating a new contact under that company Additional context:Not all contacts have a dedicated email address or mobile number, which makes searching b

What key factors do you consider, such as data security, cost, scalability, customization needs, integration with existing systems, maintenance effort, and long-term flexibility? From your experience, which option works better for small vs large teams, and what challenges or benefits have you seen with each approach?

Hello Freshworks Community,I’m looking for advice on how to automate workflows effectively in Freshworks products. I’d like to learn about practical tips, common challenges, and ways to improve efficiency using automation.

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created directly as an incident. In other solutions I have used, I could create it as an incident, request, or inquiry.I tried to edit the type from the administration console, but it won't let me activate the request option. I would like to have these three options—incident, request, or query—because at the end of the month, I have to provide a detailed report on the types of cases that users call about most often.  

We want to separate a department and are moving them to another workspace, but I'm running into issues and I'm hoping you can help me with advice.We have defined projects as assets. These projects can run years, and we are using the “used by" field as the approval user for a lot of forms. When creating a separate workspace for our other department, they will get their own assets, and the project list is “empty” for them. I do not want to manage the projects in multiple workspaces but I'm running into issues building forms which are reading the assets.The forms in the new workspace can't read the assets from another workspace, and i do not have the option to create the form in the workspace with assets and then move it automatically to the correct workspace with the workflow Automator (we want to prevent moving them manually).  Any ideas/advice to overcome this issue? 

I have created dashboards that provide insights into everything my agents need to know at a glance. One single pane of glass through which they can gain insights into everything on their plate, and their teammates...except for tasks. Unless I am missing it, I do not see a way to create a widget on the dashboard that indicates the number of unassigned tasks in my teams’ queues. This is the only critical piece of information missing from their dashboard. Is there a way to create this widget that I am unaware of? Are we doomed to needing to click over to the tasks module and looking at a saved search instead of it being conveniently located on the dashboard? Please help!

Hello, I’m trialing Freshdesk for our customer support flow, and would like to forward some tickets to it without involving IT and email mapping. Is there an email I can send to?I’ve been trying to forward a few tickets to newaccount...freshdeskcom...@....freshdesk.com, which is the the default configured freshdesk forwarding address, but there are no new tickets appearing.  What is the current method of testing Freshdesk? ThanksNitay

Hello,In the service catalog, we have a field where we can have the list of users from the same company. Is it also possible to have the same list / same search fields but not limited to one company, but which pools all companies / or a few ? Where one can search for any user from any company.