How do I....?

I have found a way to automatically set a ticket to “Awaiting reply” when an agent has responded using “Ticket Reply is Sent” as the Event. But I cannot figure out how to automatically set a ticket back to “open” when a requester then responds again. 

We utilize tasks for both tickets and projects. I’d like to be able to see a consolidated list of all incomplete tasks for my team including both project and ticket tasks. Selecting “all parent types” in the filter will result in a consolidated list, but the “status” filter seems to only be affecting ticket-tasks and not project tasks. Instead, project tasks look to be showing the task category (e.g. “yet to start”) in the results field, but as soon as I change the filter to any possible value for status, all project tasks are hidden from the results.This is behavior is somewhat reinforced by the fact that if I choose “project tasks” as the parent type, the status field disappears from the available filters entirelyIs this a bug or do we have something configured incorrectly?

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!

Is there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

Is there a way to schedule a time and date when creating a ticket task? Currently, when an agents first creates a task there is no option to set the date and the time, but the system automatically applies a due date for a few days later. In order to set a custom date/time for the task the agent first needs to create the task, save it, and then go back to edit the task. Only then will an option show up to set a custom date and time. 

Send an email when ticket task is overdue. Is it possible in the Workflow Automator?

I can’t find a workflow or a feature. The only workaround that I manage to think of is using GET web request to get the due_date and compare with today’s date.

Hello, I am wondering if it is possible to automatically forward tickets to an external email address? Scenario is.  A department in our organisation will be using a new cloud base piece of software, with this, they have a support contract so the internal IT team do not need to get involved.  But IT have been told we need to capture issues raised.  This means users will raise a ticket with the internal IT Team, then the IT Team forward that out to the external software support team.  IT would like to automate this process. I have looked in Workflow automations and can not find an option for this. Am I missing something?

Hi All,In our environment, there are situations where requesters log an incident or a service request but on analysis its found its an enhancement that is required in certain application. Once its identified as an enhancement then a new process needs to be followed such as custom approval, additional info about the enhancement and tracking of the efforts.The apps team want to be able to easily track such enhancement requests. For now I have added one of the “On-hold reason” as “Awaiting Change/Enhancement”. As for custom approval The agents have been advised to add the approvers in the approval tab manually. Can anyone advise any better way to track such type of requests.   

Hi everyone,I’m looking to install an electric geyser at home but I’m not sure what size would be ideal. We’re a family of four, and I want to make sure there’s always enough hot water without wasting too much electricity.Some people recommend a 15L geyser for families, while others say going for 25L is better to avoid running out of hot water during back-to-back showers. I’ve also read that the energy efficiency rating can make a big difference in monthly bills.While browsing models on I saw a few options, but I’d like to get real opinions from people who’ve used them — what size or brand would you suggest for reliability and lower running costs?Thanks a lot! 

Want to clarify the exact permissions required to access the /api/v2/agents endpoint via API to get all users/agents’ information.We're encountering a 403 Forbidden error as shown below when attempting to retrieve agent data, even though the API credentials appear valid.session.get(' https://<mycompany>.freshservice.com/api/v2/agents').text'{"code":"access_denied","message":"You are not authorized to perform this action."}' Which specific role or permission must be assigned to the user associated with the API key? Any guidance or documentation would be greatly appreciated.

We are looking to hide/disable the ‘Add Watcher’ capability within one of our workspaces and wanting to see if anyone has found a work-around to make this happen.  Knowing that it is not a built-in capability, curious if anyone has utilized a workflow or rule to make this happen. Thank you, Josh

Hi all,Hope you can help. We have changed the icons on the portal homepage for the Solutions and Service Items using the card option.However, how do we change the icon on those pages to be the same as the icon on the cards, on the homepage? As currently those icons are still the default icon for the solutions and service items.Any help would be really appreciated. 

I have a problem when I for example have two charts on the same dashboard or analyse and the same attribute that is categorised by or grouped by. If I want to categorise/group by status, the same status can have different colors in the two diagrams. This is not user friendly. Can I in some way define for example the top 10 status (or another attribute) so at least those always is shown with the same color? 

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’m trying to find a way to send notifications to our release managers/change managers when someone adds or removes a change ticket from a Release.I can’t find a solution in Workflow and e-mailnotifications are sent to the agent chosen in the release form. Since we don’t add our Release manager in all our Releases and we would like only our Release managers and Change managers to be notified (i.e. several recipients), it is not a solution to put our Release manager as agent in all our Releases.Anyone who has found a way to handle this?

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

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

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.

Hello, Got a question, So I have a Custom user field called region where it links to the users Company Name on Entra. Is there a way to have a dropdown box for incidents that will look at the users profile to see what region they are in and assign the region from the users profile to the ticket field.

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 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.