How do I....?

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.

I'm trying to access Analytics in Freshdesk, but I'm encountering an issue Why is this appearing on my module in Freshdesk, even though I have a role in the Analytics module? 

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

Hi, this seems like a fairly simple ask, but I am having trouble figuring it out. I have a service item that has a custom checkbox field. I need to export all tickets where this field is checked but I can’t figure out a way to filter out these requests using either the ticket filter/export or analytics. Is this possible? Thanks,Kev. 

Hello! We really need the ability to save tickets and their attachments from Freshdesk to our Google Drive. Is this possibility being considered? 

Hi,I want to use emojis in ticket titles in Freshdesk.Some will work, some are replaced by question marks. ☹️Why?! The ones that won’t work can be inserted in the description. Exemple, this one: 💻.Where could I find the list of supported emojis?  

I am an admin in Fresh Desk. 2 days ago i was able to move new KB articles to the top of the list in the category. For some reason today I am unable to do so.I have tried in 3 different browsers, logged out of Fresh Desk / Fresh Works and logged in again. Still having the same issue.Does anyone have any other suggestions?

Hi everyone,I’m working on a workflow in Freshservice that sends data through the Web Request node to a custom API. I’m building an array using the Expression Builder, but I’m running into issues where the values get wrapped in single quotes instead of double quotes, which breaks the API call.Even when I try using liquid filters to replace the quotes, it doesn’t seem to work. Manually entering the array with double quotes works fine, but when it runs through the workflow, the body is empty.Has anyone found a reliable way to force double quotes in an array using the Expression Builder or liquid filters?

How would we go about attaching an email that was sent directly to an agent as a private note within an existing incident or service request?  I understand how to use the [INC-#] command in the subject line to send an email but those emails are public responses and therefore send off to everyone on the ticket.  I would like the entire response to be marked as a private note.  I attempted to use the @Simonsays that’s listed in the Email Commands at the start and end of the email but no combination of action and note (action:note, “action:note”, etc) marked the note as private, the entirety was still listed as a public response. 

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We haven't been able to translate the portal for several months.We systematically receive this message when retrieving the file, I'm at a loss.