Unanswered questions

We have multiple workspaces and Service Catalogs in each.  Is there a “link” to only the catalog items for a single Workspace?  If not, how do we reorder Catalog items from multiple workspaces in the customer portal - I only see how to do this inside each workspace.

We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that triggered when someone on our equipment team check’s that box and generates a ticket into the Tech support ticket queue we have.  I currently have it set to send an email to our domain, and to me. I get the email, our domain doesnt which makes me think that exchange might be blocking it somewhere. That said, I don’t want to drag our networking team into this if I don’t have to, and I feel like Fresh sending a ticket from Fresh to Fresh should be an easy ask. So...what am I missing here? 

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

Currently our company is using the Contract section under the Assets Module that we are working on cleaning up and conglomerating. Right now we have our contracts listed as Year-Software (ex. 2025 - Google) but this has lead to having multiple entries for each software for each year and they are piling up…I have a few questions but to start, we were thinking of changing the naming scheme of the contract file itself and just upload the document to the Contract in Fresh Service (getting rid of the year in the name).Is there a limit on the amount of attachments that can be added to the contract? We plan on also attaching quotes to the Contract as well for tracking.  Is there a difference between Renew and Extend in the contract screen? How does renew know for how long (or does it prompt you for dates)? I assume using separate Contract entries for each year/contract period is mainly for keeping records of each year but is there any benefit besides that?I apologize for the long post but I h

Is it possible to report on an Agent’s availability for round robin assignment?  Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboard.  From the customer:Letting agents manage their own status would reduce the admin burden, but without visibility it’s often forgotten or misused. Agents may remove themselves when they feel they have enough tickets or fail to re-add themselves promptly. Without reporting, it’s difficult to hold anyone accountable.

Hi everyone,I’ve been working with Freshdesk for a while now, and I’m starting to build more complex workflows to handle our support queues. The challenge I’m running into is that once an automation or workflow rule gets too detailed, it sometimes interferes with other ticket processes, or triggers unexpected actions.For those of you with deeper experience, how do you balance creating customized workflows while keeping the system stable? Do you set up test tickets, use versioning, or follow any naming conventions to avoid conflicts? I’d love to hear about tools, habits, or processes that help you manage sophisticated Freshdesk automations without accidentally breaking something.

Hello,How can I make it so that when a user opens a ticket, all the tickets they have assigned appear in the "Active" section? Currently, when they open a ticket, it shows no active tickets, and I have to search for them manually.Thanks

Tell me I am blind and that their is a list of what role does in Admin and Agent role permissions.  I cannot find a list or table of what each actually does. Some you can tell by the name what it does but others it is a guessing game of what it gives access to and whether it gives access to more. If there isn’t, can we PLEASE get a list of what each role permissions do and give access to. This would be very much appreciated because unfortunately, when you grant access to some role permissions - you do not exactly know what granular access you are giving access to and whether that is something that they should have access to. Some of the role permissions give access to more than just one thing and it can be frustrating trying to work out what you want and don’t want to add to a manual role group.

Need to know the steps involved in the Freshservice self service portal integration with Nexthink. Please share the tutorials or resources if you have any. 

Need to know the steps involved in the Freshservice self service portal integration with Nexthink. Please share the tutorials or resources if you have any. 

Hi,  I recently discovered that modifying an agent's email address within our Freshservice sandbox environment also unexpectedly affects that agent's email in our production instance. I’d like to know which agent attributes or actions performed in the sandbox are automatically synchronized with the production environment? Is there any documentation detailing this specific behavior? Thanks for your help.

Current flow:Customer send mail to support mail New ticket with status open is created Freddy replies with solution Customer does not react to Freddy: Ticket stays open → but what if thats already the “best answer”? Customer closes the ticket → everything is good Customer says the answer is not good My question: Wouldn’t it be better to set the ticket always to status resolved when Freddy gives a reply to the customer and only if the customer clicks “not good” or replies we open the ticket?How should our agents handle tickets that are open but already contain the right answer from Freddy?Are there any best practices?Thank you so much! 

Anyone know if its possible to modify the form fields after submission?For example, we have start date and department.If they choose incorrectly, they will have to cancel and resend.When you edit the ticket, the description box is empty.  Wondering if there is a way for us to just edit the fields necessary after submission.

How do you all deal with the task counter when task is completed but still showing available task. 

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted.  For testing, we are wanting to trigger creating a ticket for Critical notifications from Tenable. I’ve been scouring the web and Youtube to see if any further explanation of how to configure these aside from setting the Task window to once a week to run the recipe.Any insights or helpful places to look would be appreciated.  

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?

We have a number of cases that come from the same customer and each time it gets stuck in spam and is not handled within the desired time.We check spam several times a day.but we need a solution so we can whitelist the sender and avoid it getting stuck in spam ....Anyone know how?

Sometimes when replying to a ticket it shows a different persons name automatically above your name.Lets say Jonny Appleseed is replying to a ticket.  Sometimes the response fills a completely different name in….Hi Requester,This has been completed.Ticket: -url to ticket-Thank you,                                                       <-Molly Matthews                                              ← where is this coming from?Thank you,Johnny AppleseedIf you don't catch it right away and you are quick draw mcgraw here, the message goes out to the end user with two signatures!​​​​​​​How do I fix?

hey all, I know I can configure multiple SSOs in Freshservice, however I need to know is it possible to use two separate Microsoft Entra tenants for SSO within a single Freshservice instance?All ideas welcome!RegardsSteve

I’m working on customizing Freshdesk workflows to match our support process. What are some effective practices or settings that have helped you manage ticket priorities, automate responses, or streamline your queue?

When we use the Snipping Tool to get a screenshot to send to the customer for reference the customer can not see the image.  Any image we copy and paste in the Reply or a Forward is not displayed in the email for the recipient. This seems to have just started because we have been doing it this way with Freshdesk for over 10 years.

Hi Freshworks Community, Teams that have already migrated to Freshworks often say the result was positive—but only after learning a few important lessons along the way. Based on real migration experience, companies most often recommend:Spending extra time on data mapping to clearly define what the end result should look like. Cleaning up source data before migration—fixing 50 or 100 tickets in advance is far easier than correcting issues across 60,000 later. Running multiple test migrations to validate different scenarios and confirm all data is transferred as expected. Using an automated migration tool to make the Full Migration as seamless as possible. Coordinating with the Freshworks team during the migration to simplify onboarding and avoid configuration gaps. Even the best migration tools can only do so much if expectations and workflows aren’t clearly defined upfront. Feel free to vote and share your experience—your feedback can help others plan a smoother Freshworks migration. 

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks 

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.

Hi everyone 👋I wanted to share a quick use case of how our educational project uses Freshdesk to streamline communication with students applying for scholarships.At Oasis Scholarship, we receive hundreds of questions from students about eligibility, required documents, and application status.Using Freshdesk, we created simple ticket categories for each type of query — like “Application Help,” “Documents,” and “Deadline Info.”This has helped us: Automate responses to common questions Track unresolved student tickets faster Maintain transparency and consistency across multiple support agents It’s been a huge time-saver for our small education-focused team.Has anyone else used Freshdesk or Freshchat for managing student or educational communications?Would love to hear your automation tips or workflow improvements!Thanks,