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Will 'Ticket Update' event trigger when the custom field is updated?
We need 'Ticket Update' event to be triggered when updating the custom field update. We are not getting the same custom field name in the event payload. Because the custom field name is different from the ticket get API.Kindly help us on this.
How to handle the termination of requesters and reusing of email addresses
I am curious how others are handling this scenario ---What do you do when an email address gets reused over time? For example John Smith joins our company and then leaves in 2021. Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the “Email Address” we would assign to the new John Smith (our schema is email@example.com).Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester’s name associated with it but a “Forgotten User” designation.So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from tim
Failed to load templates. Error: "Failed to retrieve associated credentails."
Does anyone have any insights into this error? The only connection I can think of is that I changed the email address for the owner/administrator from one at an old domain I no longer have to a different one at a new domain. Once I did that, the error began to pop up. I am however able to log into the portal and manage everything I need just fine. Thanks for any direction you can give.
Welcome to the Freshworks User Network Global Charities & Non-Profits User Forum
Hello and Welcome to Freshworks User Network Global Charities & Non-Profits User Forum!This is your place to connect and engage with your peers who are working in or are interested in the Charities and Non-Profits industry.We believe there’s nothing more fascinating and unstoppable than when people come together.Our mission is to create a user group of diverse individuals who will support, challenge, and inspire one another by providing a platform for networking, mentorship, and development. We encourage you to share your knowledge, ask questions, participate in discussions and become an integral part of this community. Now, it’s time for some introductions!!Go ahead and introduce yourself and let everyone get to know you. Here are some optional prompts to help you:A little bit about you and what you do (need not be restricted to what you do professionally) Why you do what you do? What brought you here to this community? Your dream travel destination Describe yourself in one wordFe
I am trying to mapped our Source Attribute value EmployeeID from Azure to fresh service target attribute name and everything I have tried will not display it in fresh service, is there a field I need to setup within fresh service? I created under the user fields a Employee # field, but it will not auto fill it when the provision is run.
FCR should not be penalized by Happy customers. FCR exclude customer's replying with a "Thank you" if FCR was successfulNew
Customer Satisfaction can occur when a ticket is resolved via FCR and the customer is happy with the FCR and simply replies acknowledging the good work with a “thank you” or similar expression of satisfaction. This type of reply should not penalize the good work done by an agent by reducing his FCR count.I suggest there be an option to overwrite the FCR in this scenario or have an Ai decide if the reply was simply an acknowledgement to the FCR and if it was then the Ai would not remove the FCR of this ticket.
How do I hide "place request" button on a service item?
Can anyone tell me how to hide “place request” button on a service item based on the answer to a question the customer gives on a drop down.Basically I want to ask the customer to make sure they have done something before they can continue with the request so I want to hide the place request button until unless they select the yes option in the drop down. thanks
Email Summary of All Open Tickets
First time poster - I tried searching for this first, but no luck. We want to generate a Daily Summary Email of all Open Tickets, rather than email every argent every time a ticket is created? I tried setting up a Time Based rule, but that’s still a ‘per ticket’ email and not a summary of multiple tickets? Hope this is an easy ask for someone in the community.Forrest
Freshdesk Azure AD provisionning (since we can now add a large number of collaborators)New
Hi,Since we can now have a large number of collaborators in freshdeks, please make a provisionning connector between Freshdesk and Azure AD.The one for Freshservice works fine so why don’t translate it to freshdesk ?Thanks
We are using the Knowledgebase heavily and it is really painful regarding the editor/formatting. We also want to publish more comprehensive documents and this is currently not really good to accomplish with the actual knowledgebase. It would be great to get a better editor, Word import, Markdown editor….Would be great to get feature like a professional KB:Create a Stunning Knowledge base with Document360
Scammers using firstname.lastname@example.org
Your E-Mail Server seems to be compromised and is used for Scamming and Spamming. This was reported before and it seems like you are not interested or capable to stop it. Please react appropriately or your Domain will be reported to all big Network Security companies for global blocking.
We use the Freshservice Agent, which is great, but unfortunately the Software module can’t really back it up properly. It’s great that it creates visibility into everything that’s installed, but there needs to be a way to group softwares together, or to note that specific softwares should be translated as another. At the moment, the agent imports the full version name of every software, which creates separate softwares for each version of the same software. In the example below, we want to keep Beyond Compare 4, but all listed versions beneath should also be “translated” to, or grouped into, Beyond Compare 4. Simply removing the ones in the list that we don’t want managed doesn’t work, since that means we won’t have visibility into those versions.This is an issue for us with all our softwares, and we have about 250 of them in our organisation…Please do something about this, because until it’s fixed, we can’t use the Software module properly.
Quick Hacks | 4 Tips for Driving Self-Service Adoption
While self-service in ITSM has proved to have major benefits, why is it that most of these initiatives fall flat?Here’s 4 tips to improve self-service adoption for your IT service desk: Cut out the technical jargon Cut down the form to just the essentials Bring the portal to where users already are Chatbots are your friends What has worked for you in driving self-service adoption? Share with us!
Overseas Education CRM Software for Education Consultant
Overseas Studies CRM software is an integrated platform for managing application procedures, lead management, and various agents or referrals for abroad studies consultants. You no longer need numerous platforms and tools to manage your agency. A single platform will meet all of your operational and business demands and much more. This is an industry-wide platform that brings together all stakeholders, including students, agents, and referrals and gives value to each. Overseas study CRM creates an inclusive ecosystem for business studies abroad.Click here to know more - Overseas Education CRM Software Contact Us To Know More:Phone/Whatsapp - +91 9344430402Mail - email@example.com
Freshworks CRM mobile app - Able to communicate/messaging via Whatsapp?
Hi all, We are planning to use FreshSales (FreshWorks CRM) and exploring the features. We’ve learned that the FreshSales (PC Web based application) is able to integrate messaging with Whatsapp. And there is a also FreshSales mobile app available for mobile device (https://play.google.com/store/apps/details?id=com.freshdesk.freshsales.mobile&hl=en&gl=US), so the user is able to use it on mobile device.Would like to ask the following:Is this FreshSales mobile app (https://play.google.com/store/apps/details?id=com.freshdesk.freshsales.mobile&hl=en&gl=US) would be able to communicate/message via Whatsapp too? Is the FreshSales mobile app can be run on both mobile phone & tablets? Thank you.
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