How do I....?

An example.  A ticket exists between an Agent and a Requester - I as another agent am asked to order something for this ticket I order something from Amazon.  The email I get from amazon I would like to add as a private note to the ticket by forwarding that email into the Freshservice ticket maybe with a subject of TICKETID=123; Add private note. This is a poor example but is it possible to email an update into a ticket without being part of that ticket conversation and using something in the subject line to add to a ticket rather than create a new one?

 We have an English language satisfaction survey and I’d like our Brazilian staff to receive the survey in Portuguese(Brazil).I have that language pack added to our FreshService instanace.is there a way to achieve this?

Since we upgraded to Freshworks Organization, we lost the ability to edit photos for requesters, agents, etc. Looks like the only way you can do this now is for your own account. Is there something I missing? When clicking Edit Profile, there’s no tab that includes the photo. Do we need to turn something on in the admin section??

Hello Freshdesk Community,We are currently using Freshdesk to log and manage customer support tickets from our mobile application. Users can raise tickets via the app, and agents handle these tickets through the Freshdesk portal.We aim to achieve the following: Real-time Updates: Whenever an agent updates a ticket on Freshdesk, we want users to immediately receive a push notification on their mobile device. Displaying Ticket Conversations: Users should be able to view detailed conversations and updates made by the agent directly within our mobile application. Additionally, users should be able to respond or add further comments to the existing ticket thread from within the app. Queries: Does Freshdesk offer webhook support for triggering real-time notifications upon ticket updates by agents?

I want to link from each customer in Freshdesk over to other apps that are relevant to that customer as well. But I can not find anywhere to add a click-able link on the customer page besides their primary domain.I have tried adding HTML directly to the notes field with no luck.

With in FreshService is there a way to send out reminder emails to the help desk “group” assigned to incident tickets that have remained open for more than x number of days? 

I would like to be able to automatically send a report to each user via email showing them the list of assets assigned to them.This will give them an opportunity to check their equipment and inform IT if something is missing, or has been reallocated to another user.Is there a way to do this?

We have projects that need to be “closed” or “completed” and show in the Complete List. I only see an option to Archive. We have closed all tasks for the project. How do I “complete” or “close” it?

Hi, On a service item, have you found a way that when we check requested for we can only pull up all requesters and not add in new emails that don’t exist freshservice? Many thanks Mark

I have tried to hide elements in the items requested pane of the catalog (the fields I want to hide can be seen below).I have hidden the fields I want to hide by adding the below to our custom stylsheet: body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .request-someone-container .request-container{    display: none;} body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .default_requester .req-text-container {  display:none;} body[page="catalog_item"] #side-modal #side-modal-content .place-request-container .control-label label {  display:none;} The problem with this is that it hides these for every single catalog item (as I would expect) but I now want to hide these just for a particular cata

I had a question in regards to bundling service requests. Whenever attempts to submit the request are made, the service item that gets filled out does not get added to the ticket. I was wondering if there is a way to configure it so that when the user writes or makes changes to the field inside the bundled service item, the check box gets checked in order to ensure that no items are missed.    

In our Freshdesk account, we have multiple pages of tickets. When a customer replies to an existing ticket, it stays in its original position (e.g., on the 3rd or 4th page). This makes it difficult to keep track of new responses. I would like tickets with new replies to automatically move to the top of the list.Is there a setting or automation rule that can achieve this? How do other teams handle this issue?

Does anyone know how to reliably leverage Asset Type fields in Workflows?Here is that asset type information for a Laptop asset:I was expecting the “last_login_by” field to be just that but for each individual asset the field label changes to contain some sort of asset ID as a suffix!To my mind, this makes it pretty hard to insert a schema in to a workflow for it to be able to reliably read the, for example, “last_login_by” field every time.Has anyone else hit this hurdle and found a reliable way to read these fields natively in Freshservice Workflows?Note: Nevermind.  I’ve raised this in error.  Having checked, that suffix never appears to change for that specific Asset Type

I would like to add the a specific CAB Approval to a change template. Can someone please tell me if it is possible and maybe how?

Hi,We have some very complex service items, and a superuser have requsted for an option to clone some of these service items that are complex but perhaps almost identical. I have not been able to find such a function? Is there a way to clone a Service item? The same superuser have also asked for a way to sort the many service items in a category so that it follow the normal workflow for ie. handling a customer (Onboard customer top left, and offboard customer bottom right). Is there a way to arrange service items on the portal?

I want to assign an approval within Freshservice Workflow Automator to an agent group. I see that I can send an approval email to individuals and managers, but not agent groups. I looked up an article that says it’s possible. It even includes screenshots up to the point before assigning an approval to a group.What am I missing?

I want to use workflow automator to get the fields from a not yet created ticket and then use those fields in other workflows.Example process in worklfow below: Service Request raised condition to check if it is a certain service request. GET fields from ticket Parse response body to use to create a change requestIf i use the get request on a ticket currently in the queue, it spits out all the fields perfectly If i put in a place holder to catch the next ticket in the queue that matches the condition and event, i get a 404 error.

Hello we use the deal pipe line and need to be able to update the deal value later in the process. Currently we have 4 stages: New, Contacted, Quoted and Won / Lost.  Deal value has to be inserted when the deal is created but we don’t know what the value will be until a quote is done and it may change when the job is secured. During the quoted phase we have an estimated value and during the won stage we have an actual value.  we have tried updating Deal value from estimated and actual via a web hook and workflow but neither work.   How do I make this work or is there a new feature that could be developed? thank you

How does everyone have their DNS Records setup for FreshService custom portal url’s? Do you have a CAA Record on the sub domain or the parent domain to allow LetsEncrypt & Google to create certs? Or just the CNAME Record? Long Story:We have had FreshService for a while now. We currently ran into an issue where our cert, that Freshworks manages, did not renew for the custom url/domain. This caused FreshService to automatically convert our instance off our custom domain and onto a new freshservice domain. I will let you imagine what that means from an integration and auth perspective.Support can’t seem to figure out how to get us back onto the custom domain. The portal throws errors, which they are blaming it on CAA Record values. RTC Standards state the CAA should be pulled from the CNAME, which would be from the FreshService sub domain that was created for us. Your not supposed to have CAA Records and a CNAME on the same domain.  I notic

We are in MSP mode with 3 internal companies.Company 1Company 2Company 3 We created a workflow to automatically assign the ticket based on the company, but it’s not assigning correctly.Step 1  What should step 2 be? I have it asRequester Fields.Company Name includes any Company 1If yes, then assign to restricted group Company 1 AgentIf no, then it goes to the second option.Requester Fields.Company Name includes any Company 2If yes, then assign to restricted group Company 2 AgentIf no, then it goes to the last option. Testing this, it will not always assign to the correct restricted group. If we change from Company 1 to Company 2, it will change the company to Company 2 but stays Company 1 Agent. We d

How do I create a report that shows the version of Windows? I want to create a report that shows the version of Windows 10 as we are upgrading users to Windows 11

Can I embed the search bar in my own site? I'd like to enable my clients to search both solutions and forums.Thanks!

Hello,To give a little background,I am looking to use the Onboarding module to make it easier for our agents to set up any incoming employees to the company. The issue we are currently having is whenever the information submitted gets sent to HR and the approver, we don’t see that information come through the ticket. And even if we wanted to forward the request over, nothing is being shown so the approver doesn’t know what exactly they are approving for.  Thanks in advance. 

hello i want to Integrating a Zebra printer with Freshdesk (or Freshservice) and i want configuring the printer to handle label printing for tickets or assets how can i do this if i anyone knows?

Hello!I need help figuring out how to put in a code or something to remove the Agent’s last name from the customer portal ticket view. We’ve removed names from the emails whenever an Agent replies, however they can still see agent names when they log into our support portal and look at the tickets. And I have no way to hide it via the Agent User fields.  We are about to implement the V2 low-code portal, however I can’t manage to figure out how to change the coding in the customization field to hide the agent last name. Anyone have any ideas? I see coding for the V1 portal, just nothing for V2.Thanks!