How do I....?

Hi everyone,I’m looking to install an electric geyser at home but I’m not sure what size would be ideal. We’re a family of four, and I want to make sure there’s always enough hot water without wasting too much electricity.Some people recommend a 15L geyser for families, while others say going for 25L is better to avoid running out of hot water during back-to-back showers. I’ve also read that the energy efficiency rating can make a big difference in monthly bills.While browsing models on I saw a few options, but I’d like to get real opinions from people who’ve used them — what size or brand would you suggest for reliability and lower running costs?Thanks a lot! 

Hello, I am wondering if it is possible to automatically forward tickets to an external email address? Scenario is.  A department in our organisation will be using a new cloud base piece of software, with this, they have a support contract so the internal IT team do not need to get involved.  But IT have been told we need to capture issues raised.  This means users will raise a ticket with the internal IT Team, then the IT Team forward that out to the external software support team.  IT would like to automate this process. I have looked in Workflow automations and can not find an option for this. Am I missing something?

I can’t find a workflow or a feature. The only workaround that I manage to think of is using GET web request to get the due_date and compare with today’s date.

Hi,We are planning to market the Freshservice mobile app to end users. I checked the user guide and it looks prefect. Ask from client is if we can get a German version of this guide as well as we have a large user base in Germany. Can anyone help.

I’ve had some questions come my way surrounding the Satisfaction Survey module which I could not answer without first performing testing and/or reading relevant Support documentation.I’m wondering if there’s anyone out there who has extensively used the Satisfaction Survey module and managed to work around any potential or perceived shortcomings or can offer some insight? Firstly, can you indeed only have one active Survey?As per (https://support.freshservice.com/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk) it sort of eludes to this:Note:The active survey will be attached with Ticket Resolution/Closure emails or Replies based on your configurati

Want to clarify the exact permissions required to access the /api/v2/agents endpoint via API to get all users/agents’ information.We're encountering a 403 Forbidden error as shown below when attempting to retrieve agent data, even though the API credentials appear valid.session.get(' https://<mycompany>.freshservice.com/api/v2/agents').text'{"code":"access_denied","message":"You are not authorized to perform this action."}' Which specific role or permission must be assigned to the user associated with the API key? Any guidance or documentation would be greatly appreciated.

Hi all,Hope you can help. We have changed the icons on the portal homepage for the Solutions and Service Items using the card option.However, how do we change the icon on those pages to be the same as the icon on the cards, on the homepage? As currently those icons are still the default icon for the solutions and service items.Any help would be really appreciated. 

I’m trying to find a way to send notifications to our release managers/change managers when someone adds or removes a change ticket from a Release.I can’t find a solution in Workflow and e-mailnotifications are sent to the agent chosen in the release form. Since we don’t add our Release manager in all our Releases and we would like only our Release managers and Change managers to be notified (i.e. several recipients), it is not a solution to put our Release manager as agent in all our Releases.Anyone who has found a way to handle this?

I have a problem when I for example have two charts on the same dashboard or analyse and the same attribute that is categorised by or grouped by. If I want to categorise/group by status, the same status can have different colors in the two diagrams. This is not user friendly. Can I in some way define for example the top 10 status (or another attribute) so at least those always is shown with the same color? 

The current limitation in Freshservice is the "First response time SLA escalation notification" will only be triggered once. How can we automate it the SLA will be calculated and will send another notification (if breached SLA) if the ticket is assigned to a different group?

Hi Team, I am trying to work on a use case to delete attachments from a ticket once it has been closed for 30 days. I was able to delete one attachment but cannot figure out a way to create a loop for that attachment array and it runs till it traverses the complete array with all attachment ids.I understand the logic but dont know how to get it in a json to do the job :)Any help is greatly appreciated.Thanks,NB

Hi,  Is it possible to set a field in Purchase Order to mandatory when PO state changes to Ordered? I can’t see anything in business rules for PO’s… Thanks, T.

Hello, I’m trying to build an asset flow that runs on schedule. I want it to run for hardware, but only specific types (laptop, desktop, etc.) The flow works fine when only one asset type is added to the condition, but does not work when I add more. How can I get this to work?  Thanks  

I have created a chatbot in Freshdesk using the Freshchat app. I want to see this chatbot in the Freshdesk customer facing portal. However, i cannot find any way to configure the chatbot to appear there… Is there a way to do so? If not, what really happens when i publish the chatbot? i cannot find it anywhere outside the chatbot creation page….Thanks,Zvi

Hey everyone,I help manage customer inquiries for a seasonal business that sees a major spike during summer — especially on long weekends. We handle bookings and rentals, and during peak season, our support tickets surge with questions about availability, policies, and region-specific services.Currently, we're using basic ticket workflows, but I’m looking to improve routing based on: Type of service requested Booking region Priority level Is there a way in Freshdesk to automatically guide users to relevant pages based on keywords or form inputs? For example, if someone asks about lake ontario boat rental, we’d want to send them specific info related to that area.Anyone here doing something similar with automation rules or canned responses? Would appreciate any ideas or suggestions!

When a ticket is created and it meets specific criteria, it will auto populate a task list. Is there a way to make these task lists checkboxes instead of dropdown menus? I would like to hit a checkbox to stay this task is completed instead of hitting the drop down and selecting completed. It creates an extra unnecessary step.

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