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Getting Started

Getting Started

  • 107 Posts
  • 245 Replies
107 Posts
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Getting Started
[POLL TIME] What’s your Go-To Doc Tool?1 Min - POLL | ESM

Hello Folks!!Select all that apply below, and feel free to mention anything not listed in the comments!

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Joshua.Lawrence
Contributor
alyssia.correa
Community Manager
alyssia.correaCommunity Manager
published in Getting Started
Event Lobby |Extend beyond IT: Unify services and elevate EX with Workspaces | Sep 17

Hi Everyone,We are looking forward to your participation in our upcoming event: Extend Beyond IT:  Unify services and elevate EX with Workspaces on September 17, 2024  9:00 a.m. PDT.>>>>Do you have questions or comments, or are you facing issues joining the session? We encourage you to ask your questions, share your thoughts, and post any comments related to the event. Whether you need more information about document management or are experiencing difficulties logging in, your participation is crucial.-----------------------------------------------------------------------------------------------EVENT DETAILS -  Facing issues with joining link?  If you’ve registered but didn’t receive the link: Join directly using this link: https://freshworks.zoom.us/webinar/register/WN_o1kfzOrjQuG-lDyPICW7-A ------------------------------------------------------------------------------------------------ If you haven’t registered yet but wish to join instantly: Click the following link to r

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Mukesh Yadav
Apprentice
shayankarim
Apprentice
shayankarimApprentice
posted in Getting Started
Exploring the Power of Freshworks: How Has It Improved Your Business Operations?

I’m new to the Freshworks community and excited to dive into all the amazing tools this platform offers. As someone who's passionate about streamlining business processes, I’m curious to hear about your experiences with Freshworks. How has Freshworks helped your team work more efficiently? Which Freshworks tools do you find most valuable in your day-to-day operations? Are there any tips or best practices that you’ve discovered along the way?

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shayankarim
Apprentice
shayankarim
Apprentice
shayankarimApprentice
asked in Getting Started
Freshservice Release Notes - Apr 2025

Improving Asset Categorization for Physical vs. Virtual Devices in FreshserviceHi everyone,I’ve been exploring how Freshservice handles asset management, and I noticed that sometimes physical hardware and virtual/cloud-based assets are treated the same way in terms of default fields. This can be confusing, especially when managing large inventories of physical devices like printers or laptops.Would love to hear how others are organizing their asset types and fields. Have you created separate categories or used form customization to fix this? Any tips would be appreciated!

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shayankarim
Apprentice
R
Apprentice
ricksharmaApprentice
asked in Getting Started
How to Add Google Workspace Emails to Microsoft 365

this is one of the highly searched query on the Internet. But today we will solve that. Before going to move your emails from Google Workspace to Office 365, you need to take Google Workspace Backup. in the PST file. And then after, you can import PST to Office 365 seamlessly.

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A
Community Debut
Keval Padia
Apprentice
Keval PadiaApprentice
posted in Getting Started
How to Set Up Automated Workflows in Freshworks:

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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A
Community Debut
R
Apprentice
ryanepatelApprentice
asked in Getting Started
Can Freshdesk Help Manage User Requests for Menu Information?

Hi everyone,I run a website that shares up-to-date menu information for fast food restaurants like Five Guys. Visitors often send us questions or requests like updates on prices, missing items, or local store variations.I’m wondering:Can I use Freshdesk to organize and respond to these user-submitted menu requests more efficiently?Specifically: Is there a way to automatically categorize or tag requests (e.g., pricing update, new item, location-specific info)? Can Freshdesk help assign requests to different team members based on topic or urgency? I’d appreciate any tips from others who manage public-facing info sites and use Freshdesk to handle user queries.Thanks!5guyzmenu.com

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R
Apprentice
oliveeetayylorr
Apprentice
oliveeetayylorrApprentice
asked in Getting Started
How do I change a webpage’s font & colours in Chrome browser?

Select the Menu button in the top-right corner of the browser window or press Alt + F on your keyboard. Select Settings. Click Appearance on the left-hand side then click Customise fonts on the right.Fonts Sonic

25644
louisyoung044
Community Debut
willowconner38
Apprentice
willowconner38Apprentice
asked in Getting Started
Is it possible to decompile an APK, change the code, then recompile it?

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

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Scarletasd
Community Debut
P
Apprentice
paschofieldApprentice
asked in Getting Started
Using ticket to assign asset to a room

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?

341
VaibhavS
Contributor
sophialuna2
Apprentice
sophialuna2Apprentice
asked in Getting Started
Where to find the Research Consultancy?

Scope Publications is a company that provides manuscript services, thesis services, proofreading and editing services. We also offer Journal publications services. Scope Publications has offered many students and researchers the best Research Consultancy service. We have a team of expert writers and researchers and they are PhD qualified.

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sophialuna2
Apprentice
Lorentz
Top Contributor
LorentzTop Contributor
posted in Getting Started
Best practice for the use of TAG's for a software developer.

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

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Finski
Top Contributor
R
Skilled Expert
RazorSkilled Expert
asked in Getting Started
Forwarding ticket to the email address of another Workspace

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!

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Daniel Söderlund
Skilled Expert
Franklingeorge
Apprentice
FranklingeorgeApprentice
asked in Getting Started
The Importance of Small Business Web Design

A professional website is essential for small businesses. It builds credibility, attracts customers, and increases sales. Without a strong online presence, you could be losing potential clients.A well-designed website should be mobile-friendly, fast, easy to navigate, and optimized for search engines. These factors improve user experience and help convert visitors into customers.Custom websites for small businesses offer better branding and flexibility compared to templates. While templates are cost-effective, a custom design ensures your business stands out and performs better.Investing in a high-quality website boosts brand trust and engagement. Small businesses with modern websites see higher conversions and better customer retention. Know any great agencies specializing in small business web design? Drop your recommendations below!

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Franklingeorge
Apprentice
S
Apprentice
shaheaalamApprentice
asked in Getting Started
How are you today?

I’m ok and Alright.

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S
Apprentice
C
Contributor
CoNativeContributor
asked in Getting Started
Attaching file to ticket, file size is larger and broken

I’m trying to use the API to attach a file to a ticket.  I have tried images and PDFs. The file gets attached to the ticket but is broken when viewed in Freshservice. When I get the ticket attachment details using the API, the attachment content-type is “application/octet-stream” instead of “image/jpeg” for the jpg image I tested but correctly set as “application/pdf” for the PDF I tested.  But neither file types work correctly. Image is broken, PDF document is blank.The file size, according to Freshservice, is always some bytes larger than they actually are locally.  For example, with a very small image that is 1252 bytes locally, Freshservice reports the size as 1702 bytes. Here is the example payload for the small image I’m testing with: --------------------------S1SJJcLLQQJrNanXChw123Content-Disposition: form-data; name="attachments[]"; filename="test1.jpg"Content-Type: image/jpeg????JFIF?????ExifMM*?i&?\?p??52??522024:05:04 11:22:402024:05:04 11:22:40???http://ns.adobe.com/xap

502
flaresolverr
Community Debut
C
Contributor
christopherlContributor
asked in Getting Started
Team Dashboard Widget error: "Widget's data is inaccessible due to the widget's filter settings"

When editing a Team Dashboard, I am given the option to add widgets for tickets based on filtered tickets lists views that I created/saved.  Although I can view the widget data on our Team Dashboard, the rest of my staff (same agent group) cannot view the widget data for any widgets tied to filtered lists that I saved.  They can only see widgets tied to data of Ticket views that are available at a global/workspace level. The error states, “[Ticket View Title] Widget’s data is inaccessible due to the widget’s filter settings”Is it a design feature (bug?) for Freshservice to not allow agents to view custom filtered lists created by other agents?  If that is true, then the Team Dashboard editor should NOT give the the option for creators to add widgets they want their team to see based on a filtered list view they created. Is Freshservice able to fix / enhance this feature?  Either hide custom filtered lists from the “Tickets view” drop-down when adding a widget on Team Dashboard, or enab

691
C
Contributor
Kamal4198
Apprentice
Kamal4198Apprentice
asked in Getting Started
Discovery Agent for Windows is not updating the data in Freshservice

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.

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flaresolverr
Community Debut
J
Top Contributor
jpetersTop Contributor
asked in Getting Started
Change Managment - Requester self approval

Hello All,Has anyone tried to create a workflow that will block a CAB approver from approving their own change request?  Once again, I cant seem to create the logic whether in my head or the application :) 

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Medic1334
Skilled Expert
M
Apprentice
MuhammadYousafApprentice
asked in Getting Started
How Freshworks AI is Transforming Customer Support: A Complete Guide

In today’s fast-paced world, customer support teams are under constant pressure to deliver quick and efficient solutions. With the rise of AI, tools like Freshworks are revolutionizing the way businesses handle customer queries.In this post, we’ll explore: The key features of Freshworks AI. Real-world examples of AI improving agent productivity. Tips to integrate Freshworks with your existing tools. For more insights, check out this detailed guide on Rate Today.What are your thoughts on AI in customer support? Share your experiences below!

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M
Apprentice
TRUNG LE
Apprentice
TRUNG LEApprentice
posted in Getting Started
Authentication from custom Mobile App/ 3rd party app

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

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Wendellbegin
Community Debut
D
Contributor
dudeman123Contributor
posted in Getting Started
SPAM PROBLEM - Freshdesk Portal Ticket SPAM

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?

5245
WiNiFiX
Community Debut
sundermannc
Apprentice
sundermanncApprentice
asked in Getting Started
Ability to @ mention coworkers?

We have been using FreshService for about a year.  One of our outside vendors that works on our security system uses Jira Service Management, so we’ve had some exposure to that system recently. One of the really handy features of Jira has been the ability to “@mention” our coworkers (other agents). This is helpful in that I can say someone’s name in an internal reply and it calls their attention to the ticket via an email.It appears that FreshService does not have this ability. I know I can create a “private” note, but even this doesn’t let me clearly and easily “tag” someone in the ticket…  I have to put them in the “to” line.I searched the community, and I saw an old feature request for this, but I can’t even upvote it, as it says voting is closed.  It gives no indication of why it’s closed (that I can tell?)  Maybe this means the feature has been implemented and I just need to know how to turn it on? Anyway, I’m hopeful this is just something I’m missing in our settings.  Thanks for

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M
Skilled Expert
Geerten
Apprentice
GeertenApprentice
asked in Getting Started
Relevance Freshservice solution

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.

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naps2
Community Debut
L
Apprentice
LighthouseApprentice
asked in Getting Started
Setting up approval process (Hierarchy) for tickets reguesting an email or device

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? 

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L
Apprentice

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