Freshservice

Recently, there appears to be a change to “recent activities.” It is a great feature that needs to be fixed to continue it to be a great feature to use.   The change recently that I have seen is that it is no longer readable or easily usable.    When opening recent activities at the top right it only shows a partial list when it could use the entire screen length.  The last activity is cut off and cannot even see the ticket that was recently accessed/replied.       The last version allowed users to Ctrl+Click to select each ticket and open them in a separate tab.   The current version; still allows the Ctrl+click and tab opening; but now closes the Recent Activity Tab after one click.  In order to open the next activity on the list; we now have to view recent activities which refreshes the list back to the top.  We can no longer just open 4 or 5 tickets easily from hours past to review.  Each time now just to review past responses or updates; now have to open the recent activities tab

After much trial and error, I have finally managed to get MS Power Automate to create a FreshService ticket with a PDF attachment.  However, while the FreshService ticket shows an 8Mb PDF attachment, When I open the PDF document it’s completely blank.Any thoughts on what I may have done wrong? ADDITIONALLY: I can send the exact same file in MS Power Automate via email, and the PDF document shows correctly when opened.

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Whether you’re a small online shop shipping daily or a customer sending a Rakhi to a sibling miles away, knowing where your parcel is matters. That’s the problem Anjani courier tracking solves with elegance and efficiency.This isn’t just another parcel update tool—it’s a real-time, step-by-step window into the journey of your shipment. As soon as you enter your tracking number, the system pulls up every detail: when the parcel was booked, which centers it passed through, its current location, and who received it upon delivery. Shree anjani courier tracking takes the mystery out of shipping.For eCommerce sellers, this means fewer customer support calls and better buyer trust. For families and professionals, it means no more late-night anxiety wondering if your documents or packages are delayed. The interface is refreshingly simple and doesn’t require logins or downloads. It just works.And with anjani tracking, it works across the board—from metro cities to tier-2 and tier-3 towns. The s

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Hi everyone,I’m looking for a way to allow certain Agents to share their Canned Responses and Scenario Automations with other team members but without granting them full Admin privileges. We want to empower senior or specialized agents to contribute helpful tools and workflows while maintaining overall permission control.This is especially important for teams handling sensitive or regulated data like our support team for a daycare near me service platform where limiting access to system-wide settings is critical for compliance and safety.Is there a permission setting or role configuration in the system that allows this level of access granularity? Or is admin access currently the only option for sharing canned responses and automations?Thanks in advance for any guidance or best practices!

Happy Friday!At Freshworks, we truly value the insights and feedback from our community — your input helps shape the products and experiences we deliver.As we continue to grow, we’re eager to understand how our brand resonates with you. How does Freshworks stand out to you, and how do we compare to others in the industry?We’d appreciate a few minutes of your time (just ~8 minutes) to complete a short survey. There are no right or wrong answers — just your honest perspective. Your feedback helps us see our brand through your eyes and continue evolving in the right direction.Thank you for being an important part of our journey.👉 Take the survey

Heritage Auctions is looking for a Freshworks Administrator to manage and optimize our Freshdesk and Freshcaller platforms. Have 3+ years of experience with Freshdesk & Freshcaller? Comfortable building automations, IVRs, call queues, and SLAs? Skilled in integrations, reporting, and training cross-functional teams? Passionate about improving customer experience through smart workflows and AI? Location: Near DFW Airport (Dallas, TX)Benefits: Medical, dental, vision, 401k, PTO, Daily PayPay: Based on experienceKnow someone who’s a great fit or want to apply? Reach out or send them our way or apply online directly at HA.COM/Careers

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We run an online t shirt store at Harwage.pk, and we’re encountering limitations with the current form structure in the Service Catalog.Our business often needs more dynamic and layered forms to collect detailed customer or internal input—for example, when reporting product issues, requesting design customizations, or managing returns. Right now, the current form setup doesn’t allow us to build multi-level conditional logic without having to create a separate form for each variation. This results in redundancy and maintenance difficulties.We’d ideally like to have one dynamic form with parent-child logic, like:Example: What is the issue? Sizing Issue Too Small / Too Large Design Issue Misprint Color Mismatch Other [Comment Box] But with current limitations, we need to build individual forms for each t-shirt style or issue type, which adds unnecessary complexity.Is there an ETA or roadmap plan to allow more advanced and scalable dynamic form cr

Go to Admin Settings Navigate to the Admin section and select “Automations” or “Workflow Automator”, depending on your product. Choose When to Trigger Pick a trigger point — like ticket creation, lead update, or status change. Set Conditions Add rules or conditions (e.g., "If ticket priority is High and status is Open"). Define Actions Choose what happens next — like sending an email, assigning an agent, or updating a field. Test and Save Always test your workflow with sample data before making it live.

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To reduce administration time, it would be very useful if we could automate assigning an asset to a location via a ticket.  We would need to be able to use a workflow or other automated function to assign the asset into a specific room location in Fresh.Fresh have suggested creating a requester for each location, but having multiple sites with infrastructure equipment in it, it’s not practical.Does anyone have any solution to this?

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HelloWe are implementing Freshservice and are uncertain on how to best utilize the tags function to support our servicecenter. We deliver software in the energy sector both on premise and as hosted/SaaS. We have dedicated custom fields to store Software application information on incidents so that part should be well cowered.Anyone care to share their usage and experiences? Br.Lorentz

Hello,We have an email address which our IT Workspace frequently forwards from tickets to and liais with the delegates of that email mailbox. Today that team was setup with a separate Workspace utilising this email address.Is there a way that we can still forward from our IT Workspace to this email address so that the team in the other Workspace can respond or would we be forced to use the Move functionality?It is causing quite the headache at the moment.Thanks!

I’m ok and Alright.

Here I have attached the log file for reference."success": false, "error_code": "2001", "errors": "Unable to connect to the remote server" Why it is failed and how to fix this issue.

Hi,I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy.   Product team please consider option to keep authentication method using Username/ Password.Thanks Trung.Le

In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months,  I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.Is everybody else having the same experience?

Question, how should the relevance of searching in Freshservice solutions work? I have an article where the search term (single word) is 16 times in the text, none in the title, no tags or keywords. That one is on the first position at the search results. Another article has 19 inclusions in the text and 2 times in the title and that one is on the second position.I am wondering what the relevance determines and what is the best practice for Freshservice to influence the ranking for your articles? For the most popular search terms, it is important to show the results which are most important to the organisation.

We are wanting to add a approval process to our tickets.how do we add the users managers to be able to approve any request? 

We have a large selection of solutions available to users however the search function is not working great for us. We use Tags and Keywords however this doesn't seem to necessarily affect the search results/order that much. For example we have several guides for Wifi (several different configs dependant on location) All are tagged and keyworded wifi however when searching for wifi one of the top searches is for something that has no keywords, is unrelated to connecting to wifi but mentioned wifi once in the body of the solution itself. Is there anyway to organise solutions to search based on keywords before body text or do we need to ensure we also include keywords/tags in the body of the solution? What is best practise to ensure solutions are searchable easily? Is there a way to prioritise solutions in search based on certain searches?Many thanksJen 

Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated