How do I....?

Hi everyone,I’m curious how others in the business brokerage space are leveraging CRMs or helpdesk tools like Freshsales/Freshservice for managing client onboarding, valuation prep, and deal flow.We’ve been looking into a few firms, and came across one in Canada — Robbinex — that seems to have a structured intake process for privately held businesses. Their workflow made me think about how much of that can be replicated or automated through existing Freshworks products.Would love to hear: Are you customizing Freshworks tools for deal lifecycle management? Any integrations you’ve found helpful? Or are you using entirely separate platforms? Let’s exchange insights.

Hi!I'm probably not the only one who has done this, so I'm sharing a ready-made solution with you until Fresh introduces automatic import. :) I’ve split the solution into two separate PowerShell scripts. The first one takes a list of users to be added - it reads the "User" column, under which email addresses must be listed. Then it queries Fresh for the requestor ID of the person with that email. This is necessary because the import can only be done using the requestor ID, not the email address, etc. Notes for the first script:- Replace the paths where the file is located and where it should be saved after adding the requestor ID- Replace the API Key with one that has the appropriate permissions- Replace DOMAIN in the link with your domain- The command `Start-Sleep -Seconds 1` - you can change the number of seconds if Fresh is unable to handle the volume of your requests and therefore fails to find users- The final file wi

Hi Product teams,Do we have plan to release feature that allow us to config Break time in Business hours in Freshworks Products. Use case: In Vietnam, we usually have 1 to 1.5 hour break at noon. Thanks & Best Regards,

Hi all,I'm exploring how to extend Freshdesk workflows with external data sources to improve customer service for local retail businesses. One example we're prototyping is integrating with a gold shop Mississauga that sells custom rings and provides live order tracking.Has anyone here built something similar where local product availability or custom orders are reflected in Freshworks solutions? Would love to hear about any webhook setups, API extensions, or challenges you’ve faced with regional e-commerce integration.Thanks!

Hi All,We have thousands of tickets in the system and would like an AI to go in and review all the ticket contents and say for example, this customer has continuous issues with X, Y and Z items.Is this possible?ThanksJon

hi guys,i’m integrating freshwork extenal app , frehservice OAuth2.0 in my application,  i have created client credentials in the developer page with guidance refernce link ,with steps given i have completed OAuth 2.0 token but in that token_type is Token , obtained  OAuth token token_type was ‘Bearer’ .next i’m perform api hitting https://domain.myfreshworks.com/crm/sales/api/contacts/filters headers : {Authorization  :  Token token=OAuth2.0 access token,content-type :  ‘application/json’}Response :{    "login": "failed",    "message": "Incorrect or expired API key"} co

I managed to get the JSON path of note from Web Request and Parse JSON in Workflow Automate, but how do I send the value to Trigger Webhook? I want to send the body_text to the webhook.  

Hello everyone,I recently faced a problem the speaker volume was completely reduced after my phone got wet. While browsing YouTube, I found an online tool that supposedly uses sound waves to help remove water or dust from the phone's speaker.After running the tool, it seems to have worked somewhat. It's called Fix My Speaker it's a web application, no need to install anything separately.I thought I'd share my experience here. Does anyone have experience working with such a tool before? Does anyone know how such a tool works or if there are any risks involved?I know this is not a direct topic for Freshworks but since we often work with mobile devices, it might be useful to know about such a tool.I'm waiting for your feedback.Thanks

Hi!I want to export all tickets open in saturday. Is that possible? Regards

Hi, this seems like a fairly simple ask, but I am having trouble figuring it out. I have a service item that has a custom checkbox field. I need to export all tickets where this field is checked but I can’t figure out a way to filter out these requests using either the ticket filter/export or analytics. Is this possible? Thanks,Kev. 

Hello! We really need the ability to save tickets and their attachments from Freshdesk to our Google Drive. Is this possibility being considered? 

Hi,I want to use emojis in ticket titles in Freshdesk.Some will work, some are replaced by question marks. ☹️Why?! The ones that won’t work can be inserted in the description. Exemple, this one: 💻.Where could I find the list of supported emojis?  

I am an admin in Fresh Desk. 2 days ago i was able to move new KB articles to the top of the list in the category. For some reason today I am unable to do so.I have tried in 3 different browsers, logged out of Fresh Desk / Fresh Works and logged in again. Still having the same issue.Does anyone have any other suggestions?

Hi everyone,I’m working on a workflow in Freshservice that sends data through the Web Request node to a custom API. I’m building an array using the Expression Builder, but I’m running into issues where the values get wrapped in single quotes instead of double quotes, which breaks the API call.Even when I try using liquid filters to replace the quotes, it doesn’t seem to work. Manually entering the array with double quotes works fine, but when it runs through the workflow, the body is empty.Has anyone found a reliable way to force double quotes in an array using the Expression Builder or liquid filters?

How would we go about attaching an email that was sent directly to an agent as a private note within an existing incident or service request?  I understand how to use the [INC-#] command in the subject line to send an email but those emails are public responses and therefore send off to everyone on the ticket.  I would like the entire response to be marked as a private note.  I attempted to use the @Simonsays that’s listed in the Email Commands at the start and end of the email but no combination of action and note (action:note, “action:note”, etc) marked the note as private, the entirety was still listed as a public response. 

I want to create this type of Site Like https://getpicsartmodapk.com

We haven't been able to translate the portal for several months.We systematically receive this message when retrieving the file, I'm at a loss.  

Hello everyone,I would need to understand how to properly configure SLA and OLA on this specific scenario.My customer, Company X has SAP and obviously has a supplier for handling requests/incidents.However, all requests are assigned to a first level (L1) with Company X operators having an SLA (let's imagine 2 hours first response and 4 hours resolution).If L1 fails to resolve they reassign the ticket to the second level (L2) with operators from the SAP supplier. The SAP supplier has an SLA contract with Company X (let's always imagine 2 hours first response and 4 hours resolution). How can I track both SLAs? It seems that freshservice while allowing the creation of different SLAs applies only one to the ticket overwriting the previous one (even retroactively). That is, in update the new SLA is applied counting the date of creation and not update (if L1 has SLA 4 hours and at 3:59 hours reassigns to L2, the latter will have 1 minute to resolve). Maybe I

Hi. Is there a way to edit the marketing list on a contact? If not it would be great if something like that could be implemented as I have to delete a contact and recreate it to move it to other marketing lists.

Hi Freshworks Community,I’m using Freshdesk for a Shopify store (~100 tickets/week) to handle customer queries like order status and returns. Manual responses to repetitive questions are time-consuming. I’ve checked Freshdesk’s automation guide (https://support.freshdesk.com), but setting up rules for dynamic replies feels tricky.Setup: Freshdesk Starter, Shopify integration, ~10 common query types.Steps Tried:Created ticket rules for keywords (e.g., “track order”) to assign agents. Tested canned responses, but they lack personalization. Explored Freddy AI, but unsure how to train it for e-commerce.Questions:What’s your approach to automating responses for e-commerce queries in Freshdesk? How do you make canned responses feel personali

 i would like to know where or how to configure this install logs

Good Afternoon Just wondering if there are any users of FreshService that have used the chatbot as a support feature and how has the experience and  feedback been?

Hello everyone,I currently manage two Freshdesk portals; let's call them Portal A (the main one) and Portal B. The intention behind setting up Portal B was to have a completely separate and independent environment from Portal A, with its own tickets, agents, and workflows.However, I've noticed that agents who are logged into Portal A are still able to view tickets that belong to Portal B—and potentially vice versa. This overlap defeats the purpose of keeping the portals isolated.Example:A ticket is created for example.com, which is associated with Portal B, but it still appears in the ticket view for agents working in Portal A.Ideally, I’d like each portal to have its own set of agents and tickets, with no visibility or crossover between them. I’ve looked through the settings but haven’t been able to find a way to restrict agent access to only one specific portal.Is it possible to enforce such separation between portals in Freshdesk?If

Is it ideal when a Ticket or Request or Change is submitted but it is rejected, does it mean you need to submit another ticket or Request or change? just to apply the remarks? what is the best way to this process?

Hey everyone,I work for a clothing brand called Hellstar, and I’m feeling a bit overwhelmed trying to keep up with customer inquiries and improve our support process. I really want to get a handle on using Freshworks tools to make things more efficient, especially for e-commerce and customer service. Are there specific Freshworks products or tips anyone in fashion or retail could share that have helped streamline customer support? I’d be so grateful for any advice!