How do I....?

I can’t find a way to export the fields which are within requested item (not ticket fields).

Has anyone had any issues displaying privacy policy on Freshchat on Android and iOS?It displays everywhere else just not on the APP.

Hi,I seem to have an issue with Freshchat using an excessive amount of memory when I’m in Freshservice.  Firefox profiler shows it using 1GB on its own.  Anyone else seen anything similar?  It’s kind of out of control, and I was wondering whether anyone had any tips for reining it in?Thanks for any ideas.

Hello,I am developing an app for the ticket_sidebar.  Are we able to control the vertical height of the app's panel? By default my app opens to a fairly small area.  This forces the user to do a lot of scrolling.I tried using client.instance.resize({height:"500px"});, but it didn’t workIs resizing the ticket_sidebar app in freshchat is possible or not, if yes then how do we proceed with it?Thanks,

Hi All,I am new to Freshworks. As we are tried to use Freshchat we could not find proper solution to integrate with our software. We explained our requirements with Freshworks customer support team. Still, we have not received any response from them. Might be difficult to understand them (as they are supporting people). Our need is to integrate with other software data:Assume there is some other applications have large amount of data. (For ex: NSE - stock market API) We have an application (hub) to configure multiple details to connect/fetch NSE data with proper credentials. Periodically, we are sending (WhatsApp) notifications to our (registered into hub) customers by TEXT, IMAGE, PDF, etc., using NSE data Here we are using our customer’s Facebook Business account credentials to send notifications by WhatsApp. We are receiving multiple requests from customer(brokerage agencies) who are not having/ not ready to register with Facebook business account. So, we planned to send notificati

Hi,My team is working on setting up Freshchat. We are attempting to find the best options for setting up a way to handle abandoned chats when one of our chat agents loses a connection or has a power outage. Can you please tell us the best way to set that in Freshchat? The Chat rescuer option from the Advance Automations seems like it may do what we’re looking for but I have not found details on that.  Thanks for your assistance.

I am Prakash Hinduja, a financial strategist with roots in Amritsar, India, and a base in Geneva, Switzerland (Swiss). I specialize in navigating the complexities of global finance.I’m working on setting up conditional questions for service items in Freshservice—where certain fields appear only based on previous answers. I’m not quite sure the best way to configure this. Has anyone done this before or have tips on how to make it work smoothly? I’d really appreciate your suggestions! RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hi I am Prakash Hinduja Visionary Financial Strategist, born in Amritsar (India) and now resides in Geneva, Switzerland (Swiss).I’m looking to get more involved in the Freshworks Community—especially around product ideas. Can anyone share how you usually submit, view, or vote on ideas here? Would love to hear your tips or suggestions on how to make the most of it! RegardsPrakash Hinduja Geneva, Switzerland (India)  

Hi I am Prakash Hinduja Visionary Financial Strategist, was born in Amritsar (India) and now resides in Geneva, Switzerland (Swiss).I’m trying to set up automated ticket routing in Freshdesk but I’m not sure where to start. Can anyone share their experience or suggest best practices for configuring ticket routing rules? Any tips on setting up conditions based on ticket priority, category, or agent skills would be really helpful. Thanks in advance! RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hi Everyone,I'm Kamal Hinduja. was born in Chennai(India) and I now reside in Geneva, Switzerland(Swiss) . Please explain How do AI and automation work together in Fresh service workflows?Thanks, RegardsKamal Hinduja Geneva, Switzerland 

Hello everyone, I'd like my Freshchat chatbot to be able to search my Fresh desk knowledge base for answers in natural language. It currently only finds answers from my FAQ.Would you have a solution for me? Thanks a lot!

I am using 3 historical reportsconversation_agent_assigned which has interaction_id message_sent which has both and classic which has interaction_id my issue is the interaction_id in classic is like the interaction_raw_id in message_sentand my interaction_id in conversation_agent_assigned is like interaction_id in message sent but there is no link between conversation_agent_assigned and classicthere is through message_sent but i cannot rely soley on that if i want to get assignment and interaction data where there are no messages sent

we are using freshchat widget and recently due to some change in validation logic for JWT was done by freshdesk due to which chat stopped working for us, we were getting below error.{ "success": false, "errorCode": 5, "errorMessage": "Invalid user create request"}We got to know about it from a manual reports, therefore now we want to add error alerting. i was hopping freshchat widget would be emitting some event which i can handle like window.fcWidget.on("error", ()=> {})but i am not able to find any such event or callback mechanism in documentation.Please share if you are aware of any way to achieve this

Because it’s 2025, our customers and hundreds of millions of other businesses’ customers now expect to text and call a business at their same phone number. How do we configure Freshchat SMS and Freshcaller to share one phone number? It’s just not reasonable in modern age to tell one of our customers to text us at a different phone number than the phone number they used to call us   Thank you, 

We would like to know if it's possible to get user geolocation for  whatsapp in a chatbot in order to used those coordinates in api to send it the nearest office location also as geolocation.

Hi there,I’ve added the freshchat widget on my rails app but I’ve found this weird issue:When I perform any Turbo.visit, the iframe containing the freshchat widget will just contain an empty <head> and an empty <body> tagSetting “data-turbo-permanent” to the div or the iframe doesn’t fix the issue I’m using rails 8.0.1 and turbo 8

Hey there, fellow Freshchat users!I hope everyone is doing well. I wanted to reach out to see if any of you have come across a peculiar issue while using Freshchat's web-chat widget. We've been facing a problem where our agent's messages are not visible to customers. It's like our responses are disappearing into thin air!Here's what happens: Our agent types out a reply, but the customer responds with things like, "I can't see any writing" or "Hello, anyone there?". It's frustrating because it seems that the customers aren't receiving our messages at all.We reached out to the Freshchat support team, and they told us that no other users have reported this issue. But we're really curious to know if any of you have experienced something similar. Are we alone in this? 😿

According to the documentation (https://developers.freshchat.com/web-sdk/v2/#messenger-api) we can destroy the Freshchat via `window.fcWidget.destroy()` call.But how to re-initialize the Freshchat again?It doesn't work via `window.fcWidget.init()`

in order to set the language of freshchat during initialization, it is enough to specify<script> window.fcWidgetMessengerConfig = { locale: "fr" } </script>The documentation (https://developers.freshchat.com/web-sdk/v2/#multi-lang) says that in order to change the language dynamically, you should callwindow.fcWidget.user.setLocale('en')But when I do this, nothing happens. In the browser console, you can see that the function is called, but the chat does not change the language.How to change the language correctly?

Hey everyone, hope everyone in the community is well!I’m a new customer to Freshworks, FreshDesk and FreshChat so I’m learning my around each of the systems stage-by-stage.I do have a question in regards to the Custom CSS Editor, within the Web Chat settings (Within the Freshchat product)I have already inspected various classes, and applied those styles in to the CSS Editor, and used the !important flag as a way to overrule specific styles, but I am a little confused, to whether the preview of the chat embed (I’m referring to the preview panel of the chat window) should be updating in real-time as I’m applying my Custom CSS updates?As it seems no matter which custom styles I am implementing, nothing seems to be updating in terms of the style of the chat within the preview panel.Am I missing a trick somewhere? Ideally, I’m wanting to change the ‘div.body’ background colour through targeting that specific class.Does anyone have any pointers on how to achieve this? I have searched around

When I click on a “View the entire article here” link in an FAQ link in my chat bot, it opens to a blank browser page on an internal url with no style applied. See images below:Link for an articleUnstyled Browser WindowI have three questions.First, does anyone know if it is possible to have links open in a specific URL, such as the Freshdesk Knowledge Base where the bot is hosted? Second, does anyone how to apply a style to the article? Third, if the first/second are not possible, is it possible to disable the link all together?  Thanks for your help.

Hello,I’ve embedded the chat widget on my site, but I’m experiencing difficulties applying custom CSS to remove the white background from the floating widget. I’ve tried targeting various classes but haven’t been successful so far. I’ve included images to illustrate the issue and would appreciate any assistance you can provide.Thank you!

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:  

Is there a way in freshchats to get a report about available chat agents per hour?Also, a report to see chat drivers? Easy way to pull up or extract all the chats received for a specific time frame? Either close or escalated

We are trying to implement a "tier/level" system with our customer service. We have added different groups for our Chats. However, I do not see an option to reassign a chat to another group if no agents in the first group are available. I was hoping for an option like the FreshCaller’s workflow. Where if there are no available level one agent available the chat would be moved up to any available level 2 agent. Does anyone have a work around they are using? Or is there an option that I am over looking?