How do I....?

Hi all,Does anyone know if there is a way to list Ticket or Change Form Templates with the Freshservice API?I perused the Community and the API documentation and could not find anything about Form Templates and API usage.Thanks in advance

Using Freshservice,Pro Plan, our business hours are 07:00 to 18:00.All incoming tickets go to “Helpdesk” group.Some agents in this group work 07:00 to 16:00Some agents in this group work 08:00 to 17:00Some agents in this group work 09:00 to 18:00If a ticket arrives at 07:01 and gets assigned to an agent that does not start his shift until 09:00, then we lose 2 hours. On the same note, if a ticket arrives at 16:01 and is assigned to an agent that is off at 16:00, we lose 2 hours.How can we define work hours for each agent, so that round robin ticket assignments will only go to an on-duty agent. Note: We don’t care about incoming tickets outside business hours. Those can be assigned to any off duty agent 

Hi all, We have a fresh form which logs printer hardware issues to our external supplier by closing the ticket our end when logged and CC’ing the ticket info to said supplier. This works very well however they are extremely picky about the data they are sent. The main issue we have is all our printers have internal asset numbers and Serial numbers. Our users occasionally input the serial incorrectly and despite the supplier having a list of our internal assets this will trigger them asking for more info. We have recently added printers to our CMDB and I know I can add the printer part of the asset register as a data source for a dropdown in a ticket. If I do this for a printers asset number it shows the serial when i select it. I want to know if its possible to have fresh then add the serial to the ticket in a way that will be emailed to the supplier. I think its not something fresh can do but if it could that would be amazing honestly.

The kids are back to school here in the UK soon and this got me thinking of fresh starts. What would your IT support equivalent be, i.e. what would you do differently if starting your IT service desk afresh the week after next?Please reply as a response. Thanks.

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

Is there a way to notify agents when a private note has been added to a ticket using Workflow Automator? It would be really handy if this could be done.

Hi,I do have a scenario automation that helps in creating tasks with prefilled content. How can i allow/prompt an agent to modify the task details before the task actually gets created? is there some way to get interactive input? thanks, Günther

Hi all,It’s not a major issue and certainly not the end of the world if this is the case but I’m wondering if I’m missing something immediately obvious...Within the Agent Portal, is the ‘My Approvals’ area only accessible by first navigating to it via the appropriate Widget that can be added to a Dashbaord?The Widget in question: I had a look around and could not find any specific menu item in the left or top-right which navigates to this area?

Hi,I‘d like to use the workload module to manage my agents tasks.Is there a way for an Agent to set himselfe out of office, so I can see the absence in the workload overview?Or what is the intended way of using this?ThanksStephan

We have a scenario where our users need to select the exact time on a custom Date Time picker when submitting a Service Item. By default it is set to only allow every 15mins (shown below). We are on Portal v2. Has anyone else out there got any custom code we could use to make this possible on a specific item or several items?  

New to Freshdesk and have a request that I’m not sure can be implemented.  Operations team uses the system for tracking requests that come in from customer, and we have an audit requirement that specific types of request go through a secondary audit of the resolution.  The team has asked to basically have a secondary queue so when the request comes in it goes through auto assignment, gets worked and eventually goes to resolved/closed.  But then if that ticket is the right type, they want the ticket to flow back into a second reassignment (round robin with the SAME group of people but cannot be the original agent) to perform an audit on the work (was the work done properly, and if not apply a fix ).  And we want this on the same ticket because we need to prove the audit was performed against the same request.  Thoughts?  My initial idea is to create a secondary group, have a rule that assigns the ticket to the new group when set to resolved/closed.  At that point I could lever

Due date calculations are not calculating properly.I have selected 2 weeks as my "Resolve within", however, it is calculating 2 weeks as 14 days.Since we are talking about "Business Hours" (Monday - Friday), 2 weeks is not 14 days, 2 weeks is 10 business days.This skews my reporting, as well as escalations.

Looking for the ability to see everything that is assigned to a specific agent group. This would include incidents, service requests, problems, changes, releases, tasks, and projects, in freshservice in a single view. I am yet to see a way to do this within the Freshservice tool itself.Any ideas?Thank you!

Hello Freshworks Community!I’m looking to optimize our Freshdesk setup by implementing custom integrations and automating workflows to improve response times and agent efficiency. We’ve already set up some basic automations, but I believe there’s potential to make things even smoother and more efficient.I’d appreciate insights on the following: Custom Integrations: Has anyone had experience integrating Freshdesk with external tools like CRM software or third-party communication platforms? I’m curious about which integrations provide the best results and any potential pitfalls. Advanced Workflow Automations: Are there any advanced automation workflows that have notably improved productivity for your team? For example, automating certain ticket statuses, managing escalations, or even auto-routing based on ticket priority. I’m particularly interested in ways to use Freshdesk API for more f

Has anyone else had the issue where Business Agents from other Workspace are unable to book Loan Service Items from the IT Catalog?The Loan items are available, but message informs that the item is not available for their preferred time.I have logged this with FreshService Support and they tell me that it’s not possible and logged it as a feature request. 

We’re considering implementing the Freshdesk help widget.  So far it works great.  But, when we enabled the submit forms, our list of suggested articles drops from 5 down to 3.  This is not ideal and would like to show at least 5 articles.  More if there is a scroll option.Is there a way to achieve this behavior? There is a lot of wasted white space on the widget that could easily include more articles. Tightening up the widget, would be a nice option as well. 

When creating a knowledge/solution article the author has the ability to set the review date. If we don’t set the review date is the article active forever? Is it possible to set the review date for a category or folder level and have it apply to all articles in the folders located in that category? The list of knowledge articles should show the review date. How can this be added?    

Hello everyone,I have some questions about Dashboards in Freshservice that perhaps the more seasoned people can hopefully answer (I tried finding this information in available documentation but could not find it).Can the default pre-defined-layout of the ‘My Dashboard’ that an Agent is presented with when they sign in for the first time be changed? How does the 20 dashboard limit work exactly? (Is the 20 dashboard limit Global, per Workspace, per Agent group, per Agent or something else) What are good creative ways of working around the 20 dashboard limit?Thanking you all in advance :)

Hi, I have the below report and I want to show % breakdown of tickets by source. Each month should add up to 100%, even in the current month which isn't complete yet, but it's splitting the 100% across both months. Does anyone know how to get round this please?

Hey All,Is it possible to have a report/dashboard that shows both Assets & Tickets? I would like to create a dashboard that shows all open tickets in relation to hardware requests and all ‘In Stock’ assets.Regards,Mark

Hello, Is it possible to change the Date in Service Catalogs to be MM-DD-YYYY instead of DD-MM-YYYY? Thank you.

We would like to upload email signatures of all the Support team to their respective accounts, so that the signatures can automatically attached when we communicate with the clients

Hi,I’m integrating other workflows with freshdesk queues.We have successfully set up to create emails and send to the queue.One issue I have is these are always from the email address of the integration, which is an agent email address. I see from this reply that there is some ability to recognise a mail on behalf of someone else:  My question is, when we create the email to send, is there a way we can tag it as a forward from the real contact?We have ability to set mail headers, etc. Thanks,Alan.  

Hi everyone,I run a clothing brand called Rhude. What Freshworks tools would you recommend to improve customer experience and automate support for online fashion retail? Looking for any specific tips that have worked well for others in e-commerce. Thanks!

Hi,I’m looking to use the (native) “Vendor” list in use in the Contracts / Software module as a dropdown list in the Ticket module, but it’s not displayed as a dropdown option. This seems higly unlogical, as you have to create shadow administration of your Vendors.Use case: We have added 2 fields to Tickets:External supplier involved? External ticket numberWe want to use a Dropdown field to be able to pick external suppliers in case these are involved in coming to a solution.