Freshdesk

Using: /api/v2/search/tickets?query=[query]:The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour?The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?:Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data that

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

Hi Freshworks Community!Your help desk migration has a blind spot. Every ticket is updated as the data transfers.Businesses lost $3 billion globally in 2025 from poor customer experiences. A migration that drops active tickets contributes directly to that number.The standard approach: freeze ticket activity, move the data, resume work. Tickets still arrive during that window. Agents can't respond. A backlog forms fast, and when migration finishes, updates get missed, conversations get crossed, and SLAs break.Delta migration solves this. It captures every ticket created or updated after your full data migration began, and transfers them to the target system. Your team keeps working on the source the entire time.Why Delta migration matters for live support teamsIt's the right fit when:Ticket volume is high — even a short freeze creates a backlog Your team spans time zones — there's no clean window to pause global support SLA commitments are strict — paused activity triggers escalations f

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset link- Using incognito mode- Copy/pasting the URL directly in the browserThe issue persists.Thanks

It appears that recently all of our Freshdesk tickets linked to a case in Jira using the Atlassian Jira Plus are not showing anymore the links to Jira cases. It shows this instead Before, when we click on the “Atlassian Jira Plus” icon integration, it showed the Jira’s ticket link. Not sure what could have happened. Is anyone having the same issues? How can we solve this to see again our Jira’s linked tickets in Freshdesk? Thanks

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account: https://pflegelust-gmbh.freshdesk.com/ Thanks!

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as expected.However, when I try to use this status in an Automation rule, I can only see the standard status values in the dropdown. My custom status does not appear there, so I cannot select it.What I checked so far:The custom status is already created and active It is visible in the ticket status field In Automation, only the default statuses are available in the dropdownMy questions:Is this a known limitation in Freshdesk Automations? Do custom statuses need any extra configuration before they can be used in Automation rules?Has anyone had the same issue or found a solution?Thank you in advance,Markus  

Managing support via Gmail or other shared inboxes works—until it doesn’t. As requests grow, teams face scattered conversations, a lack of ownership, and limited reporting. That’s where Freshdesk makes a difference with structured ticketing, automation, SLAs, and analytics.So, how do you move your data from Gmail to Freshdesk without losing context?Why migrate from Gmail to FreshdeskSwitching isn’t just about tools—it’s about scaling support:Centralized ticketing: No more lost or duplicated emails Clear ownership: Assign agents and track accountability Automation: Route, prioritize, and respond faster Reporting: Measure performance with built-in analytics Customer context: Keep full conversation history in one placeManual migration: Gmail → CSV → FreshdeskWith manual methods, CSV acts as the bridge between Gmail and Freshdesk.Typical flow:Export Gmail emails (via Google Takeout or Data Export) Convert/export data into CSV format Import CSV into FreshdeskThis approach works, but it come

Hi Freshworks Community! 👋We’re using Freshdesk and looking for a way to auto-assign incoming tickets based on specific keywords in the subject or body — for example, assigning “Billing” related queries to the finance team and “Login Issues” to tech support. Is there a recommended way to set this up using automation rules? Can this be done effectively with Dispatch’r or Observer? Any limitations or best practices we should be aware of? Would love to hear how others are handling similar routing setups.Thanks in advance!

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

In my experience, one of the biggest challenges when sharing reports with sales and marketing teams is keeping metrics consistent across different dashboards and modules. For example, some teams prefer percentages rounded to 2 decimal places, while others want raw numbers.I’m curious about how others handle this:Do you define organization-wide rules for metrics? Do you adjust precision and format depending on the audience or report type? Have you found any tools, templates, or workflows that make standardizing metrics easier and more readable?I’d love to hear practical strategies or tools that make reporting more consistent and insightful.

Moving to Freshdesk or Freshservice? Preserve ticket structure, workflows, and automation with accurate data mapping. Your new system runs like your old one—no downtime, no broken processes.Why data mapping mattersProper mapping is crucial for a smooth help desk migration. It ensures data lands correctly, preserving ticket structure and workflows. Key benefits:Protects ticket context, history, and attachments Maintains workflows and automation Keeps required fields accurate Reduces errors in ticket handling Preserves reporting and SLA trackingWhat can be mapped?Field mapping is available for:Freshdesk: tickets, customers (contacts), organizations Freshservice: incidents, problems, changes, customers, organizationsYou can map both default fields and custom fields.Understanding default, system, and custom fieldsFields in Freshdesk and Freshservice fall into three categories:System FieldsExamples: Subject, Tags, Organization, Group, CC, Assignee, Contact, Comments, Created date, Updated d

As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have set up an “Hourly Triggers” automation stating:If hours since waiting_on_customer is 48Actions: Send a reply via EmailIt turns out that the backend job that performs this is run once every hour. It will check if the status of the ticket is EXACTLY 48 hours for this to be true. So if it is 48.2 hours, it will not trigger this atuomation.Freshdesk support suggests a workaround, to add a greater than 48 hours and less than 50 hours condition, and in addition adding a custom ticket field to be tagged - so we dont risk mulitple emails going to the customer. I find it interesting that what is to me a basic use case of a ticket platform requires this approach. Wanted to see if anyone else has smarter ideas?

Hello, I know this question has been asked before but I can’t seem to find a way to do it.I have created fields under Service Category, but I cannot find them in the list of “Group by” items. How do I get them to be displayed there so I can run reports on these fields?Thank you very much for your help. Ah, I am using Freshservice for Business.

Hi,I realize this question is better posted to the FreshservicePS Slack channel, but I haven’t received a response in that forum so I’m trying my luck here.I’m using the FreshservicePS PowerShell module and have a question regarding the data retrieved with Get-FreshServiceTicket. I have a ticket that was created from a Service Catalog form, and when I view the SR in the WebUI the form data is visible but it is not retrieved with Get-FreshServiceTicket.How do I retrieve this data using powershell or via the API directly?Thanks!

Hi,I’m hoping to get some help from the community with a custom metric in Analytics. I have reviewed the helpdesk articles, but haven’t found something that has similar samples to work with. We currently have a special type of ticket called Project, with a custom ‘Due Date’ field (we are not using the standard SLAs linked to the priority on these tickets as those are project work related and the SLAs are set by us based on the project itself). We are trying to built a custom metric to calculate SLAs based on that Due Date field. Example: If the resolution date is > Due date then it’s violated our SLA, if the resolution date is <= Due date then ticket resolved within SLA. We’ve never had to create custom metrics so we’re newbies when it comes to the required formulas. Anyone knows if this can be done?

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire. 

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. 

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers the automation which is incorrect.This is surely a basic automation feature?!

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we are still stuck.It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets? 

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!