How do I....?

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!

I was interested in upgrading from the growth plan. I was trying to find a price difference and when I click next it said I ordered the product. I instantly sent an email to Freshdesk and called.  I told them that it was an accidental purchase, and I want refunded my money and put back on the growth plan. All I keep getting is the same email asking what the issue is with my pro plan and how they can help. They are intentionally avoiding refunding me my money. To me it seems like a poor business decision to lose $10,000 a year in business from us over trying to hoard a couple $1000 but it's your decision to make. I cannot get any answers from anyone on email, and they have stopped answering my phone call.I can't believe I have to go resort to filing with my credit card and blasting my experience all over the Internet.  Even trying to make this post is difficult. They don't have any subforums for billing

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

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

Balancing work, life, and HNC coursework isn’t easy. Many students choose HNC assignment help in UK to meet deadlines and keep stress low. Affordable Assignments ensures your work is clear, well structured, and meets academic standards so you can focus on learning, not just submitting. Could the right HNC help make your studies more manageable?

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.  

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?

I want to configure our company servicedesk shared mailbox (Microsoft 365) in Freshservice without entering credentials. I want to use Oauth2.0 to achieve that but cannot find the option while configuring that mailbox in Freshservice. Is this because we have version 2025.R05L.04? In what version does Oauth2.0 become available? We have a starter plan.

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?

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.  

Is there  a way to remove the popular items feature in the service catalog?  our users are creating generic service requests because thats one of few options on the popular items list over using a form for their specific request

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

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?

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

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.

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

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

Hello everyone,There are two levels in the service catalog: You have the service categories, then you have your service items. But what if we want to add another level/levels for more granularity? Is it doable in Freshservice?

I am creating an onboarding journey and I’ve added a few custom fields to collect information on system access for systems that the IT group (the only ones in Freshservice) doesn’t own. I want to send notifications to the owners of these systems if it is selected telling them to add the user. However I do not see the option for that custom field in Workflow Automator. How can I send emails that are conditional on the value of a custom field added to the first form in the onboarding journey? 

I can only find the ability to turn on Freddy ticket category suggestions in Global Settings. What if one workspace wants it and another doesn't? Or what if one agent likes it and others don't?  It seems a bit inflexible to make either every agent have it forced on or forced off. Shouldn't it be up to the individual agent if they want it or not? So how do I allow agents to turn on or off Freddy ticket category suggestions on their own account?