Unanswered questions

I’m looking for a way to export a .csv file of each time a specific service request was filled out. Specifically I want the exported csv to include custom field information that the user entered when filling out the request.For example a service request to get a specific software license which requires the user to include a justification for their request. I have done this in the past but I either cant figure out how I did it the first time or something changed and its no longer possible. My assumption would be to create a ticket view filter that compiles all instances of the specific service request “Software license” and then use the column filters to include the custom field “Justification”. When I filter out the “software license” I don’t have any way to view or export the custom fields included in that request.  

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

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. 

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,

Need advice for: How can I Use A Fresh Contact Form as a SignUp 'solution' then push data to a server SQL table / Azure SQL I have separate control over though an API I have developed. Any help gratefully received :-)

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?

On my Freshdesk (as agent) I have displayed on the top “Switch to the new Freshdesk UI for a cleaner, more delightful experience. The classic UI retires on Mar 30, 2026.” Here are my questions :I’m not sure if the “table view” for tickets and the different ticket views (shared and local) are maintained in the new UI. With the Preview button, it’s not clear for me. Is it obligatory to upgrade ? What happens after Mar 30, 2026 when I do not proceed the upgrade Is a Rollback possible after the ugrade (one-shot) ? What preferences do I loose after upgrade Does the customer UI change also or not ?Best regards,Holger 

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?

Hello everyone! I’m new here and just getting started with development in Freshworks. Right now, I’m trying to create my first app. I’m attempting to get a list of agents via the API, but something is going wrong. I’m getting a console error about an unregistered function. Even though I’m doing everything according to the documentation. If anyone knows what might be the issue, please let me know. manifest.json{ "platform-version": "3.0", "modules": { "common": { "location": { "full_page_app": { "url": "index.html", "icon": "styles/images/icon.svg" } }, "requests": { "getAgents": {} } }, "support_ticket": {} }, "engines": { "node": "18.20.8", "fdk": "9.7.4" }, "app": { "tracking_id": "aixfa4rlutw791e3iubp" }}requests.json{ "getAgents": { "schema": { "protocol": "https", "method": "GET", "host": "<%= iparam.domain %>.freshdesk.com", "path": "/api

Hi Freshservice Community,We’re looking for best practices to set up a semi-annual asset attestation process in Freshservice.Goal:Every 6 months, each employee should review and confirm the IT assets assigned to them (e.g., laptop, docking station, monitor(s), headset, phone).What we want to achieve:The employee receives a request to review their assets They can Approve (everything is correct) or Reject (something is incorrect) and add a short comment If rejected, IT can update/correct the asset ownership/assignment and then close the request as “verified”Questions:What is the best way to configure this in Freshservice? (Service Catalog item + Workflow Automator + approvals, or another approach?) Is it possible to automatically show the requester’s assigned assets inside the ticket or portal? Or is the recommended way to attach an export/report to the request? Which asset fields do you recommend using to make this reliable? (For example: “Used by”, “Assigned to”, location/department ma

I am creating an onboarding journey and I’ve added a few custom fields to collect information on system access for systems that the IT group (the only ones in Freshservice) doesn’t own. I want to send notifications to the owners of these systems if it is selected telling them to add the user. However I do not see the option for that custom field in Workflow Automator. How can I send emails that are conditional on the value of a custom field added to the first form in the onboarding journey? 

Hi everyone, I’m setting up contract management in Freshservice and noticed there’s only a single option for contract expiry notifications. Is there a way to configure multiple reminders like 90, 60, and 30 days before expiry, or is this currently not supported? How are others handling missed alerts or follow-ups in this case?

Hi everyone,I’m working on optimizing sales funnels and landing pages at FunnelsFlex. I’ve noticed that small changes, like clearer messaging, simpler forms, and better call-to-action placement, can significantly impact conversions.I’d love to hear how other community members approach funnel optimization: What strategies or tools do you use for tracking and improving conversion rates? How do you balance user experience with marketing goals? Any lessons learned or common pitfalls to avoid? Looking forward to learning from your insights!

You can easily do that using android multitool. It allows you to decompile, sign and recompile apk. If you want to see source code, then you should use dex-to-jar converter and convert your app to jar file.APK Sync

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? 

Hi There,We are new to FreshSales and want to know what are best practices used when you start your conversation from Contact Page , make a deal and then the customer comes back to make another deal.How do you ensure that the return customer is not missed?

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 am looking for a way to merge 2 separate Freshdesk organisations into 1 organisation.We've taken over a company who has also a Freshdesk subscription and now i want to migrate this subscription into out subscription. Is this a manual thing or it there a migrationtool available?Thanks for answering.

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?

Can we dynamically configure change approvals by linked Asset Owners Can approval lists be dynamically generated based on the asset's "Managed By" OR "Used By" fields? I'd like help with building an approval workflow that dynamically generates an approval list based on Asset “Managed by” or “Used by” field(s) Support has been…. unresponsive for nearly a month. So, I’m here in the community asking for help

Hi All I have a Service Catalog form for the process of replacing assets due for refresh. There is a dropdown field where the data source is the asset list. I would like to use that value to automatically associate the asset to the newly created ticket. Can i do this through the workflow automator? If so how? Ideally once I have got this working I want to intrgrate this into other workflows with associating assets. Updating asset states/assignee’s if possible

Hello, So we want to use a semi-sequential setup.Create 1st approval chain, “Manager”, he approves the ticket.Create a 2nd approval chain for “VP”. The issue is, he is unable to see who approved the ticket before because they are not part of the same “chain”. Is there a way to modify the ticket view to see all approval chains?  

Hello, So we want to use a semi-sequential setup.Create 1st approval chain, “Manager”, he approves the ticket.Create a 2nd approval chain for “VP”. The issue is, he is unable to see who approved the ticket before because they are not part of the same “chain”. Is there a way to modify the ticket view to see all approval chains?  

Hello, So we want to use a semi-sequential setup.Create 1st approval chain, “Manager”, he approves the ticket.Create a 2nd approval chain for “VP”. The issue is, he is unable to see who approved the ticket before because they are not part of the same “chain”. Is there a way to modify the ticket view to see all approval chains?