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99
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

90
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

10
Billsby77
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
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
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
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
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
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
J
Apprentice
JaduApprentice
 How do I....?
Retrieve Historical Data from Freshdesk API to Power BI

I am trying to retrieve historical data in Power BI using Freshdesk API. But I can only retrieve data of 300 pages which is equal to 30000 tickets. i tried the updated since filter with pagination also. But didn't get data more than 2 weeks. Is there any way i can retrieve Historical data for 4-6 months.API link using to retrieve data - https://domain.freshdesk.com/api/v2/tickets.How can i get that amount of data in one go? 

120
J
Apprentice
J
Apprentice
JaduApprentice
 Analytics
Retrive Historical Data from Freshdesk API to Power BI

I am trying to retrieve historical data in Power BI using Freshdesk API. But I can only retrieve data of 300 pages which is equal to 30000 tickets. i tried the updated since filter with pagination also. But didn't get data more than 2 weeks. Is there any way i can retrieve the Historical data(1-2 year).  

285
Amrit Mishra
Community Manager
L
Skilled Expert
lulrichsSkilled Expert
 Major Incident Management
Post Incident Report - Statuses and Limitations

I have a question regarding the creation of Post Incident Reports for a Major Incident. The report is initially created in a Draft stage, and the Agent (or anyone with access to the tickets) can then set it to In Review.Is there a way to automate the process so that when a report status is set to In Review, it sends an email or update to the Incident Manager?Additionally, can permissions be configured to ensure that only Incident Managers can mark the report as Reviewed?

381
adityalamghare
Contributor
Yohann
Apprentice
YohannApprentice
 IT Operations Management
On Call Management and IVR intégration

HiHave you integrated a solution like messagebird (IVR) in front of On Call Management to solicit the agent of the current shift?Vhat solution did you use and how did you integrate it?Thx.RegardsYohann

365
adityalamghare
Contributor
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.

60
shs_tim.hobson
Skilled Expert
tu.duong2000
Apprentice
tu.duong2000Apprentice
 Portals, Emails & Other Channels
How to edit/add image for background/theme/icon in Freshdesk

Hi Freshdesk Support,I’m unable to edit or add a background image or icon in Freshdesk, even though I have Organization Admin permissions. Currently, I can edit the HTML/CSS and pages, but I can't find any option to add a background image or icon to my portal.At the moment, I'm using icons from the default Freshdesk data. The image “Picture 1” shows the option I’m looking for, while “Picture 2” shows my current theme editing workspace.Could you please advise how I can enable or access these options?Thank you.

100
tu.duong2000
Apprentice
aanaethan
Apprentice
aanaethanApprentice
 AI & Bots
How do signal trading bots generate and interpret buy/sell signals?

 Signal trading bots produce and analyze buy/sell signals by combining technical analysis, algorithmic rules, and, in certain cases, artificial intelligence models. This is how the procedure works:Market Monitoring: Bots monitor price charts, order books, and volume data in real time. Technical indicators: They identify trends using methods like as RSI, MACD, Bollinger Bands, and moving averages. Signal Generation: When certain criteria are satisfied (e.g., RSI < 30 indicates oversold), the bot generates a buy or sell signal. Strategy Logic: The Signal bot compares the signal to your customized strategy, such as trend following, scalping, or swing trading. Execution: If the signal satisfies the rules, the bot will automatically execute a transaction on the associated exchange. Risk Filters: Some bots also employ stop-loss, take-profit, and trailing methods before executing.

60
aanaethan
Apprentice
K
Apprentice
k.robertsApprentice
 Document Management
Multiple Document Templates

Is there any way to attach multiple document templates to a service request? I only see the option to attach one. It also appears the automater only links the document that I have attached to the service catelog item.

131
C
Community Debut
D
Apprentice
DanLentzApprentice
 AI & Bots
Freddy AI able to review and discern tone or intonation in agent notes?

Question: our operations leaders would like to know if Freddy Ai can be used to retroactively review ticket notes and responses by agents and highlight or suggest improvements in the intonation or responses of those notes. Using this as a coaching tool they would like to better understand how our agents are communicating with our user base and if there are adjustments or changes that they can coach within the team.  Traditionally this was done through live/ recorded call monitoring and ticket audits but they are looking for an AI automated solution. It’s my understanding that AI copilot can be used for “reworking” responses that are typed, but this isnt an automatic thing and requires an agent to actively review notes prior to sending. Is there an automated way of having the AI make suggestions as notes are being entered? 

70
D
Apprentice
A
Antonio Meola
 Portal/Knowledge Base
Requesters aren't able to add CC to ticket

Hi all,requesters are allowed to add in CC other contacts from your tenant, but when they try to do it the results are the following:I’ve checked that users are allowed to do so in the Field Manager > Ticket Fields, and they are, but unfortunately it doesn’t work. Could you please give me some advice to get the CC field work properly? Thanks.

912
E
Community Debut
Nic Neo
Apprentice
Nic NeoApprentice
 Getting Started
Freshdesk Training

Hello,Is there anyone the UK that offers on line or face to face Freshdesk training or consultancy?  I work for a small company that implemented Freshdesk in 2017, all those people are now gone and Im now in charge or a solution I have no clue how to configure of manage.If there are organisation or individuals out there that could help me I’d be very happy to hear from you.Thanks.Nic

161
Kamakshi V
Community Manager
P
Apprentice
Patrick KayApprentice
 Workflows and Automations
Change Management Approvals - Dynamic

Hi All!I am currently building out our change management module in my sandbox environment. The business I work for has around 15 different CAB approval areas. A change requestor can select from 1 approver to up to all 15 if necessary to approve the change. The issue I'm having is once selected, getting the approvals to go onto the change in parallel, so that each area can approve or reject the change at the same time as any other, in order to speed up the change process.I have tried creating separate workflows for each area that triggers when a change is updated to the status of “Awaiting Approval”, and the condition of the “CAB Approval Area” field being chosen. If this matches, an approval email is sent to the Change Approvers. This works fine if one area is chosen, but I cant see a way to create in one workflow, a dynamic way of checking which “CAB Approval Area” has been chosen, and send an approval email to each area for them to approve in parallel with each other.I tried separate

1056
Dominic Dilip
Community Debut

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