How do I....?

Hello everyone,I would need to understand how to properly configure SLA and OLA on this specific scenario.My customer, Company X has SAP and obviously has a supplier for handling requests/incidents.However, all requests are assigned to a first level (L1) with Company X operators having an SLA (let's imagine 2 hours first response and 4 hours resolution).If L1 fails to resolve they reassign the ticket to the second level (L2) with operators from the SAP supplier. The SAP supplier has an SLA contract with Company X (let's always imagine 2 hours first response and 4 hours resolution). How can I track both SLAs? It seems that freshservice while allowing the creation of different SLAs applies only one to the ticket overwriting the previous one (even retroactively). That is, in update the new SLA is applied counting the date of creation and not update (if L1 has SLA 4 hours and at 3:59 hours reassigns to L2, the latter will have 1 minute to resolve). Maybe I

Hi. Is there a way to edit the marketing list on a contact? If not it would be great if something like that could be implemented as I have to delete a contact and recreate it to move it to other marketing lists.

Hi Freshworks Community,I’m using Freshdesk for a Shopify store (~100 tickets/week) to handle customer queries like order status and returns. Manual responses to repetitive questions are time-consuming. I’ve checked Freshdesk’s automation guide (https://support.freshdesk.com), but setting up rules for dynamic replies feels tricky.Setup: Freshdesk Starter, Shopify integration, ~10 common query types.Steps Tried:Created ticket rules for keywords (e.g., “track order”) to assign agents. Tested canned responses, but they lack personalization. Explored Freddy AI, but unsure how to train it for e-commerce.Questions:What’s your approach to automating responses for e-commerce queries in Freshdesk? How do you make canned responses feel personali

 i would like to know where or how to configure this install logs

Good Afternoon Just wondering if there are any users of FreshService that have used the chatbot as a support feature and how has the experience and  feedback been?

Hello everyone,I currently manage two Freshdesk portals; let's call them Portal A (the main one) and Portal B. The intention behind setting up Portal B was to have a completely separate and independent environment from Portal A, with its own tickets, agents, and workflows.However, I've noticed that agents who are logged into Portal A are still able to view tickets that belong to Portal B—and potentially vice versa. This overlap defeats the purpose of keeping the portals isolated.Example:A ticket is created for example.com, which is associated with Portal B, but it still appears in the ticket view for agents working in Portal A.Ideally, I’d like each portal to have its own set of agents and tickets, with no visibility or crossover between them. I’ve looked through the settings but haven’t been able to find a way to restrict agent access to only one specific portal.Is it possible to enforce such separation between portals in Freshdesk?If

Is it ideal when a Ticket or Request or Change is submitted but it is rejected, does it mean you need to submit another ticket or Request or change? just to apply the remarks? what is the best way to this process?

Hey everyone,I work for a clothing brand called Hellstar, and I’m feeling a bit overwhelmed trying to keep up with customer inquiries and improve our support process. I really want to get a handle on using Freshworks tools to make things more efficient, especially for e-commerce and customer service. Are there specific Freshworks products or tips anyone in fashion or retail could share that have helped streamline customer support? I’d be so grateful for any advice!

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

I currently have a prechat form on my knowledge base, but I also want to delay the appearance of the chat button by X seconds.Via the SDK for Freshchat, I know how to initiate a delay of x seconds when my Knowledge Base loads. Via the SDK for Freshchat, I know how to set up a prechat form to capture user data. My question is, how do I do both? How do I have a prechat form and delay the appearance of the chat widget by X seconds? I can make one or the other work, but not both at once.Any advice would be most welcome

How do you designate which agent groups appear in this Responder Group drop down?  The only one that appears there for us in the Infrastructure Group.  

isn’t just about listing art styles—it’s about understanding why his work changed so often, and what that says about the nature of art, identity, and historical context.The main challenge is this:Picasso’s career spans over 75 years, and during that time, he didn’t stick to one style or school of art. Instead, he constantly shifted, reinvented, and even contradicted himself artistically.

Has anyone found a workaround for managing auto-ticket assignment from the mobile app? I often run into situations where I'm out unexpectedly and can't access the desktop portal. It would be super helpful to toggle assignment status from mobile. Curious if anyone else is dealing with this or has found a good solution.

Is there a way for agents to turn on/off auto-ticket assignment through the mobile app? I know that agents can turn off auto-ticket assignment through the portal. I found a related request from five years ago - it would be extremely helpful when agents are OOO unexpectedly and/or sick. 

Hi Freshworks Community,I’m setting up Freshdesk for a small support team and want to automate ticket routing with third-party tools. Any tips for seamless integration?Details:Setup: Small business, using Freshdesk Pro (2025) for ~200 tickets monthly. Aiming to integrate with tools like Zapier or Slack. Context: Following Freshdesk’s integration guide, I’ve connected Zapier for basic ticket notifications, but routing logic is tricky. Steps Tried: Set up Zapier to send ticket alerts to Slack; works but doesn’t route to specific agents. Used Freshdesk’s Automations for basic rules (e.g., priority-based routing), but third-party integration is limited. Explored Marketplace apps, but unsure which are best for dynamic routing. Goal: Automate ticket routing to agents based on ticket type and expert

How to recover automatic deleted Spam messages? If deleted after 30 days.

 I am adding numerous Software Contracts as I want to be able to report on the license compliance per software entry.When adding software contracts you have a section called Item and Cost details, if you add multiple lines of items (different license products) will those items and quantities by picked up within analytics overview of  software reports, or would I have to add a software contract for every software item. I am asking this because we have a large Microsoft agreement with over 15 software items within it and I would like to group those items together within 1 contract instead of adding them individually and still be able to report and have visibility on the license quantities.  

Our organization has service request where non-IT Agents are set as Approvers. Since they don’t have access to the Agent dashboard, there’s no visibility for them to view the agent and requestor notes/replies, or add their own.Anyone aware of settings in Global Admin to make the service request process more transparent for non-agent approvers?

Is is possible to make changes/additions to a change/project/asset/etc.… via email using a specific format/key?

We've just started using Freshservice as of today. We have used Fresdesk for the last 1.5 years. How can I change the order of ticket conversation so that the newest reply is on top? I asked the support chat and they said it is not possible, but maybe there is some kind of a work around so that we don't have to scroll all the way down to see the newest reply in a ticket?  

We have a set of tickets that trigger an approval to a user’s manager.I can get the overall time from ticket until resolution, but I’d like to know the splits between how long the approval part took, and then how long it took us to reach resolution. This would allow me to analyse where the process is slowing down.Is that something that we can get reported on for this type of ticket? 

In FreshService Assets, is there a way to make a custom field unique such as a field called HOST NAME? 

How do I enable agents (and requesters for that matter) to see a requests content after a service has been submitted? I know that this article at the end mentions that by default it is only visible when the request is submitted, but it does not mention how that can be changed.https://support.freshservice.com/support/solutions/articles/199643-configuring-the-service-catalog-agent-guide-

Hi i need to retrieve purchase order through API with filter as below“created_at” and “created_by” but purchase order doesn’t seem have this filter, which is unusual, can anyone shed some light?else the purchase order API will be totally unuseable as i have to always retrieve all "https://abc.freshservice.com/api/v2/purchase_orders"ref @Service Desk API for Developers | Freshservice  thanksJonathan

How can I delete my account? I have to change my email which I cannot so I’m thinking of deleting the current account and making a new one with another company support email. Please help.