How do I....?

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

Context / GoalI’m trying to build an automation in Freshservice that sends a Slack notification when a ticket stays in Open or Assigned status for more than 7 days. The idea is to alert the IT team so that old, unattended tickets don’t get stuck without action. Setup so far  I’ve built a Workflow Automator that:   Triggers daily. Checks ticket conditions (status, agent response time >168h, workspace, agent assignment). If conditions are met, it should send a Slack message to a channel. I also considered using Supervisor Rules (since they are time-based), but they don’t allow Slack actions directly. To work around this, I tried combining Supervisor Rules (to tag tickets) with Workflow Automator (to catch the tag and post to Slack).  Blocking issues / doubts  Triggering: Workflow Automator is event-based, so it doesn’t easily “scan” existing tickets unless combined with Supervisor. Slack action: In Supervisor Rules, I don’t see Slack as an available action (only em

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

We have our solutions that we are using as KB for IT and general staff, but when looking General staff have access to view all the documentation that is specific to the IT team. can we adjust the permissions of some documents to only be to the IT Team and not public to everyone?

Would like to hide Mark ticket as Closed button for specific service item I have CSS which Hide across . Please suggest 

Hi allIs there a way to add my own button/category to the New Ticket screen—similar to the buttons in the screenshot below—and have it open a dedicated (standard) form just for that purpose?What I’m trying to doShow a custom button for a specific request type Route it to a unique ticket form with its own fields/defaults I’ve looked through Admin settings/configurations but couldn’t find an option to add a new button or map a category to a separate form So, Is this supported in Freshdesk? If yes, how do I set it up (steps/docs/code examples welcome)? Thanks

Is there a way to hide certain statuses from the main status list?We’ve noticed that Business Rules only hide statuses inside the ticket view, but they do not remove them from the global/main status list.Can you advise whether this is possible? 

Is there a way to link a Service Request to a Problem Ticket?  We have a dedicated Service Catalog items for users to submit issues related to the project. These ticket some through as Service Items instead of Incidents.  I would like to link them to respective Problem Tickets similarly to how we can link Incidents back to Problems but I don’t see that option under Associations? 

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Innovation has always been at the heart of Microsoft’s journey—whether it’s moving from desktop-based software to the cloud, introducing AI into productivity apps, or enabling businesses with digital transformation tools.For me, innovation isn’t just about creating something new, but about improving existing systems to bring more efficiency, accessibility, and impact. For example, Microsoft Teams evolved from being just a collaboration tool into an innovation hub that integrates AI-driven productivity features.I’d love to hear from the community—how do you see innovation impacting the tools you use every day, whether at work or personally? Do you think AI will be the biggest driver of innovation in the next decade, or is there another area we should focus on?

Our users frequently reply to tickets via email. This adds their reply as a public note on a ticket, but agents are not being notified about this activity.  The “note added to ticket” notification is enabled for agents but isn’t being triggered when the note is created via email reply.  What other configuration is needed for agents to be notified when a user replies to a ticket via email?

Hi,As an agent when I forward an email to the helpdesk can I set it to create a ticket (as it does now) but set a rule to exclude it from auto assigning the ticket and auto responding to the original requestor?Thanks,Luke

Hi,As an agent I receive a notification when a ticket is assigned to me. When I reply to this email, my reply is added as a private note. Can I set up Freshdesk so that my reply is added as a reply on the ticket and emails the requestor my response?Thanks,Luke

Dear,I’m trying to implement in my change process a Business validation where they need to validate through tests.For audit reason they must provide printscreen of these tests.Idk how to make this mandatory through a task or a field in the basic change formThanks :)

Hey, Is there any options to change what is visible here?I would  like to have instead of description the fields.  

I am looking for a way to avoid unselected check box in Workflow Automator emailWe have created Catering Request as a Service Item in Our PortalAfter Selecting check box , It will show them the Menu and Number of People that need the Item.After Submission an email will sent to the Support Team with relevant information. As you can see below , The item they selected will have the number associated with respective item. We are looking for a way to avoid the Unselected items from email. For E.g. If Someone Selected Lunch Option 1 and Fruit Plater ,then the email should only send that information. Unfortunately, if we use Only placeholder for each item, it returns the true and falls values as its check box.Other ways we considered was creating Individual Service Items, but the Problem is there many scenarios we have to order for a group, and each item means 5-10 different requests for same venue. Which we found as a bad user experience. With the current solution we have all items in single

On Friday, we deactivated and deleted a user from the system. Unfortunately, all tickets that were created by this user (around 80) disappeared, and we are unable to locate them. We need these tickets to be restored and reassigned to another user in order to maintain service continuity. Could you please check if it’s possible to restore the deleted tickets and reassign them to a different user?

I'm trying to create a workflow to reset a Microsoft Active Directory (AD) user password.To do this, I need to generate the username in the format JDoe for a user named John Doe. Input:I want to use the Requester Name field from the Service Item, which contains the full name of the user (e.g., John Doe). Problem:I’ve tried using the following expression, but no matter what I do, it doesn’t work.Instead of getting JDoe, I get JJohn Doe.  concat( toUpperCase(substring(trim('{{ticket.actual_requester.name}}'), 0, 1)), regexReplace(trim('{{ticket.actual_requester.name}}'), '^\\S+\\s*', '') ) i tried different Variation, also the eMail-Adress field, Nothing is working

Everyone has that one ingredient or dish that feels essential in the kitchen. On our global cuisine hub, we celebrate those must-have flavors while exploring new recipes and food culture. So, what’s the taste you simply can’t imagine cooking without?

Hello,I’d like to be able to print Knowledge Base articles but when I to, they are unreadable, with the body of the article limited to half of the page width and all of the FS icons, each one taking up an entire page.Printing from Chrome by hitting ctrl-PJoe

Currently using FreshDesk to track requests and tickets internally and another team within our company is also looking to hop onboard to also use. The agents would be completely separate from my team, and would want their tickets to also be separate. Would my best option be to create a new Group and set up automations that way or have them set up a new FreshDesk scenario, so their “desk” is completely separate from mine? Or is there an option C that I am not aware of that could also solve this issue?

I have a question regarding the integration between Freshchat and Freshdesk. Why are we unable to map the agent name in the integration and have it "copy from" the agent name? The option appears to be disabled.Could you kindly provide clarification on this or let us know if there's a specific reason for this limitation?Thank you for your assistance! 

Just posting this here to suggest that this Enhancement Request could be super useful. I was able to get some support from this article But I note the issue is set to Resolved. The answer is great - but it should be much easier to do than having to step into the HTML. Please add your support to this request to get the ability to create a Table of Contents in a Solution Article. I hear it is on path...we just need to let Freshservice know we need it.

I am a new user of Freshservice.  We have set up some Sync configuration sets to sync our production environment to our sandbox.  We do not seem to have the ability to edit the set once we have created it:  Hovering over the Action column reveals nothing.Accessing the Config Set does not reveal an area to edit:  Can someone point me in the right direction? 

We have multiple CAB groups and use two levels of approvals. The first one I want only one CAB group to be visible to the agent to select. Is there a way to do this by role permissions or some other way?