Freshdesk

Hi Freshworks Community! ✋I’m joining the Freshworks Community from Getint, and I wanted to start with a topic that sits right between customer support and development: what happens when a Freshdesk ticket needs to become work for a team using Jira?There’s also a reason for the timing. Our Jira Freshdesk Connector by Getint is now available on the Freshworks Marketplace, so this felt like a good opportunity not only to introduce it, but also to open a broader discussion about how your teams handle this workflow in practice.Connecting the tools is only one part of the story. The more interesting challenge is what happens between the moment a support agent identifies a problem and the moment the development team starts working on it.How much information needs to move? Who owns the issue after escalation? How does support learn that something changed in Jira?These decisions can have a much bigger impact on the workflow than simply creating a connection between the two platforms.The famili

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? 

Most Freshdesk migrations don't fail during the data transfer. They fail in the two hours before it starts — missing fields, active automations, agents not set up, no one told about the cutover window. The technical part is straightforward. The preparation is where things go wrong.Here's what to sort out at each stage.Before you start, prepare Freshdesk to receive dataThe most common mistake is connecting your source platform before Freshdesk is ready. If the fields don't exist on the target side, the data has nowhere to go.Create all custom ticket, contact, and company fields in Freshdesk before the migration runs. Missing fields mean silent data loss. Set up all agents and groups, matched to your source platform. Unmatched agents mean unassigned tickets. Activate the Freshdesk Help Center if you're migrating Knowledge Base articles. Only the account owner can do this — it has to happen before the migration, not after. Handle inactive or deleted agents. Tickets assigned to them need r

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.

Not all your tickets need to migrate. Filtering lets you move only what matters.Most teams migrate everything by default. Then they spend days after go-live cleaning up resolved tickets from three years ago, closed spam, and test records that never should have moved. Data filtering during migration prevents that.It lets you define exactly which tickets transfer to Freshdesk or Freshservice. Less data means faster migration, a cleaner target system, and less noise for agents from day one.Why filtering mattersMoving all your data sounds safe. It isn't always. Here's what unfiltered migrations lead to:Agents waste time in a cluttered system full of outdated or irrelevant tickets Reporting gets skewed by historical data that no longer reflects current performance Migration takes longer, increasing the window of risk Storage costs in the new system grow from day oneFiltering gives you a cleaner starting point.One important thing to understand firstThe filters available during migration depe

Most enterprise help desk migrations run on standard shared infrastructure. It means multiple organizations, one common environment, data processed in a pool that your security team doesn't control. For enterprises without strict regulatory obligations, that's workable. For those that do, it's a non-starter.Private Cloud Help Desk Migration is built for enterprise teams operating under strict security policies, data residency mandates, or regulatory frameworks that shared infrastructure can't satisfy. If your legal, security, or compliance team needs to sign off on how and where your data is processed during a migration, standard tooling typically can't give them what they need .If your team is asking questions like "where exactly is our data processed during the transfer?" or "can we guarantee it doesn't leave a specific region?" — shared infrastructure doesn't have a satisfying answer. That's the gap Private Cloud Help Desk Migration exists to fill.What actually changes with Private

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

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.

Hello everyone,We would like to understand the recommended procedure for deactivating contacts in Freshdesk.Specifically: Is there a way to deactivate a contact without permanently deleting it? What happens to existing tickets associated with that contact after deactivation? Are there any best practices to ensure reporting and historical data remain unaffected? Is bulk deactivation possible? We want to ensure we follow a clean and compliant process while keeping our historical ticket data intact.Thank you in advance for your guidance.

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our metrics. What are the possible ways to resolve this? Thank you in advance

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum () however I’d like to know if any other companies are using the feature.I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets.Thoughts? 

Hello Folks!Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy AI for customer service this month? There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here. Reply Suggester is now in Public Beta:  Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately.Learn more |  Freshdesk and  Freshdesk Omni Freddy AI Agent can evaluate itself: AI agents will generate a diverse set of customer queries to self-test their responses to identify knowledge gaps that need to be patched with more knowledge sources.Learn more |  Freshchat and  Freshdesk Omni  The enhancements that are hap

when I send latest public comment in email, it sends the attachment as hyperlink and not as an attachment which is causing issue of logging in again to freshworks. Can you suggest any way to send comment attachment through API or email?

Most teams migrate to Freshdesk, turn on Freddy, and wonder why accuracy is low. The answer is almost always the same: the data went in the wrong order.Why Freddy fails after most migrationsFreddy AI draws on two sources to do its job: your Knowledge Base and your closed-ticket history. Both matter, but the sequence in which they arrive on the platform matters just as much as the content itself.If you migrate tickets before your KB articles are in place, Freddy starts indexing ticket content that references articles it cannot yet retrieve. The AI routes intent correctly but generates responses from a blank KB — or worse, hallucinates content that isn't there.If you migrate unresolved or low-rated tickets, the problem runs deeper. Freddy's auto-triage and article suggestion features learn from the interactions you feed them. Open tickets have no resolution, so they add noise rather than signal. Low-CSAT tickets teach Freddy the patterns behind your team's worst responses — the apologies

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

Hello! I am back with another list of tips and tricks for our Super-Agents! We hope these are helpful in making your crucial work just a little bit more efficient.  Remove quoted text app:Often, the customer willingly or unwillingly responds to your emails with the quoted text expanded. This causes long ticket threads to appear in your Freshdesk account. The Remove quoted text app will automatically remove the quoted text in the reply of an agent so that you don 't have to worry about it anymore.    Attachment manager app:When a ticket has multiple conversations, it is quite tedious for the agents to go through every conversation and access attachments associated with it. In such cases, the attachment manager app allows you to organize all your ticket attachments, access them from a common location and download all the attachments in a single click.    Reassign previous agent app: Consider a scenario where a ticket comes in and the agent working on it decides to assign it to another ag

Every time we reply to a ticket the default text it enters is Hi <Firstname> <Lastname> Is there a way to change this to just the firstname?  Every agent we have the first thing they do is have to edit the first line.