How do I....?

Hello Freshworks Community!!! Hope your week’s been off to a great start! Whether you’re powering through big projects or taking a well-deserved breather, we’re excited to have you here.I’m ​@Sai Swasthika part of the team behind Freshworks University — our customer learning platform built to help you master Freshworks products and drive real-world outcomes. We’ve recently revamped our platform to bring you a more structured, intuitive, and engaging learning experience — complete with new self-paced courses, certifications, and hands-on exercises tailored to real customer use cases that will help you learn, grow, and succeed with Freshworks products.If you

We have multiple workspaces and Service Catalogs in each.  Is there a “link” to only the catalog items for a single Workspace?  If not, how do we reorder Catalog items from multiple workspaces in the customer portal - I only see how to do this inside each workspace.

Received reports that agents using Firefox can not copy and paste text anywhere into FreshService.  After some testing we were able to replicate when using Firefox version 55.0.3.  Copy/paste is still working on an older version of Firefox (54.0.1) but when Firefox is restarted it automatically updates. When you copy text from another application and try to paste it into FreshService the page jumps to the bottom and the text is not copied.  This happens whether you use Ctrl P, or right click and select Paste, or even using Firefox's own Paste function.

HiAre we able to edit the ‘check out’ page that appears when you press the ‘place request’ button in the service catalog? We have a scenario whereby for some of our service requests we don’t want to show the cost (or total cost) field to the requester when they are viewing the ‘Items requested’ page.  ThanksPhil.

Hi everyone,We setup lot of service iitems, but when requesters create a request we see:Service item, their name follow by (Me).How we can remove the (Me) thing from the ticket name without having to use the API or anything else? Do not occured every time.Its kinda weird to see that in tickets..Ex:Inside our workflow we change the requester, but we need to set the requester and the requested_for_id to be the same value. Is it the reason? If yes, how I can empty the “requested for” field value using api?Thank you so much for your time

Good morning,I am new here and hope you can help me.We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?Hope to hear from you, thanks in advance.Greetings Maikel

Hello!My desired workflow:Customer emails us asking for records. We setup an automation in Freshdesk to automatically email the customer back with a list of what we need exactly from them to pull records. Then customer responds. We then can process their Freshdesk ticket.The problem is that I am unable to discern, by looking at the list of tickets, when the customer has supplied this information. The ticket always indicates “New”. Is there any way to configure Freshdesk to let me know when a customer has responded to a ticket based on a reply from an automation? Thank you

Hi, currently working in MSP mode and we would like to have different ticket templates based on company, so each company can have different field templates.Please advice how can we implement this scenario.BR,Vladimir Josifovski

The software has just automatically updated to hiding most of the ticket until you click "view more" This is horrible and means an extra mouse click for EVERY ticket we view. Please could this be turned off, or made optional so I can turn it off? I have a very unhappy team!

Hello WorldI’m trying to get FS to work in Chrome with my non-Fresh Caller softphone (Bria).I have added the phone number into FS as below and I have set all the Default app protocols to use Bria.Does anyone know how to make FS permit the outbound dial with another softphone?  Calling @rashmi.nag or @zachary.king or @manns  or anyone - any help is very much appreciated!  :-)Thanks!Bryn @ CYDEF 

I have created a ticket as a Service Request (because it was split from a reply to a very old SR) and now cannot change it back to an Incident (the new issue is an incident) The Type field in the Ticket Properties panel is greyed out and cannot be changed. This is also the case if I Edit the ticket through More-> Edit Please could you advise?

Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted.  For testing, we are wanting to trigger creating a ticket for Critical notifications from Tenable. I’ve been scouring the web and Youtube to see if any further explanation of how to configure these aside from setting the Task window to once a week to run the recipe.Any insights or helpful places to look would be appreciated.  

Context: I’m working on creating a purchasing request form as a service item. This is a form where a requester can fill it out for each item they want to order. Then, we take that service request as a ticket and then go into our ERP and order it. Currently, we are using it as a Google Form but I want to use Freshservice. Issue: So, see screenshot below. If they mark Yes for the last drop-down, I want to give them the opportunity to fill it out all over again for the 2nd, or 3rd, or 4th (and so-on item). Is there any way to do this without having to add every single thing over again as a dynamic section? Is there no way to copy and paste all my custom fields for item #2 and #3 and #4, and so on? 

Anyone found a solution for this?Within our organization we have SLA around this measurement, but i cannot seem to get the numbers for it. Anyone have any advice or solutions?Only thing i found so far is that FreshDesk has this feature OOTB

We need our agents to view the SLA level/requirements for any company he supports. However, to allow that visibility it requires we grant the agent “play god with super admin controls” which we do not want to do as that allows many actions we wish to limit. Is there another way to allow this visibility? 

I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director.  We want to allow my supervisor, manager, and director access to see any tickets I have submitted.  For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”.  That works for requesters that are in the same department but most of our managers and directors are in a different department.  Is there a way for a requester to view tickets submitted by a requester in another department?

Hey guys,We have been using Freshservice for a while now and everything is great. Just a small (actually HUGE) detail... We have this client, and everytime she replies to any ticket, a NEW ticket is opened. This has caused us to have to merge tickets everytime she replies (and she is one of those stubborn clients). This is becoming taxing and we urgently need a way to solve this. Is this a configuration issue on our side?This is the only detail stopping us from a full go live.Thanks,Alejandro Olryd

On of the key audit points for us is the JML (Joiner Mover Leaver) process, we need to show that we are secure (e.g. removing AD access on the day of leaving) and we are managing costly licenses effectively.The Onboarding module is working well, but in order to Offboard people I have had to use clever tricks in Service Catalog items and a number of Automated workflows - it works but as a Global company it is not the slickest of processes. Currently, the least said about the Movers process the better.How are other people managing and @Freshworks, is there an Offboarding module in the near future?Steve - IT Service Manager

I am designing a service request and need to add a couple of paragraphs of text.  I have tried to include one as the Field label for a paragraph text, but there is too much and it cuts off.  Have I overlooked the option somewhere for this as I can't believe other people don't put prompts or little guidance notes on their forms.My online chat helper seems to have gone awol for the last 45 minutes so thought I'd post here.

Hello,We have just setup Orchestration and have it to the point of setting up new employees within AD. I am unable to see a payload for Job Title and Location which is must have information when creating a new employee without manual input. Is there anyway to amend this to include it? or another work around currently?Thanks,

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

I created a dropdown for the onboarding form that requests which kit to choose.  Is there any way to create or modify the conditions to include this drop down and the sub of the kit?  I have searched and searched to no avail

With the new resolution tab, is there a way to force that box to contain a value in order for the ticket to be closed?