Recently active topics

asked in Analytics, Reports & Dashboards

report list of tickets with first assigned agent by date

Within a fixed period or last 7 days I want to be able to list all tickets and who was the first agent to respond to the ticket. I cannot find a curated analytics report that shows this, only who the current agent is. How have others been able to do a first responder tally by agent?

162

13 days ago

LiamRApprentice

asked in Automations and Workflows

Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

55124

13 days ago

shivani.12Top Contributor

posted in Workflows and Automations

5 ways to keep leads flowing through the holidays

The last holiday break of the year is almost here. As you transition from one celebration to another, you can’t risk ignoring the leads in your pipeline. There’s a lot of potential customers and revenue that could slip through the cracks when you’re not watching. To keep up your sales velocity this Holiday Season, let AI do the grunt work for you. Here are five ways to keep leads flowing through the holidays: 1. Communicate your unavailability/availability: Your business website is open 24×7 for prospects. Once they are on your website, they may need more information or quick answers. With an AI chatbot deployed for live chat, you can engage your website visitors. Using a CRM with auto-assignment, you can route incoming chats to a sales rep who’s available on shift and take the business forward. 2. Set up appropriate handovers: Having proper handovers in place ensures a seamless transition of your deals in your absence. With contact notes, agents who engage with leads on your behalf

373

13 days ago

JulianeBSkilled Expert

asked in Automations and Workflows

How to forward a ticket to an external mail with scenarios

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail addressWith the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

12228

14 days ago

SanaSiddiquiSkilled Expert

posted in Welcome

Hello and welcome to the Freshworks Community | Let's get talking

Hello and welcome to the Freshworks Refresh Community! We are thrilled to have you as a part of our growing family. Our mission is to create a global community of diverse individuals who will support, challenge, and inspire one another by providing a platform for networking, mentorship, and career development. We encourage you to share your knowledge, ask questions, participate in discussions and become an integral part of this community. Kick things off by introducing as much or as little detail about yourself in the comments below.What brings you here? How long have you been a Freshworks user? Where are you working from? Or… just share GIF that captures your mood.Hit reply and let’s get talking! :)We’d love to chat with you 1:1 as well to take you on a tour of the community, get to know you, your goals and expectations better.SCHEDULE A CALL

79631

15 days ago

MilkaCQAApprentice

asked in Contacts & Companies

Hide custom fields in contacts

Hello!Please, I would like to hide certain custom fields in contacts, to certain agents. Maybe an app that allows me to perform this action, or how it can be done with roles, if they give me the configuration.I appreciate your help.

903

15 days ago

msconfig87Skilled Expert

asked in Ticket & Workflow Management

New API attributes introduced - Where is the description??

Recently I did an API call for the requested items of a service request: https://api.freshservice.com/#view_req_items_of_srIn the past it looked like this:{ "requested_items": [ { "custom_fields": { "request_type": "xxxx", "name_new_employee": "xxxx", "location_new_employee": xxxx, "manger_new_employee": xxxx, "date_of_entry_new_employee": "xxxx", "comment_new_employee": "xxxx", "select_your_old_computer": null, "what_should_happen_with_the_old_device": null, "manager_replace_device": null, "comment_replace_device": null }, "id": xxxx, "created_at": "xxxx", "updated_at": "xxxx", "quantity": 1, "stage": 1, "loaned": false, "cost_per_request": 0, "remarks": null, "delivery_time": null, "is_parent": true, "service_item_id": xxxx } ]}If I do the same request today it looks like this (there have been added some fields form our side - ignore that fact

15 days ago

imscavokApprentice

asked in Analytics, Reports & Dashboards

Median resolution time

Is there a way to produce a report with median resolution time, an average resolution time of 90 percentile? 1 in 20+ tickets we receive will take significantly more time for whatever perfectly legitimate reason, and I’d like a report to be able to reflect the more typical experience a customer receives for typical incidents and requests.

702

16 days ago

davidM265Top Contributor

asked in Analytics, Reports & Dashboards

Scheduling an export as a CSV or Excel Workbook

Hello everyone, I have been scheduling exports at my workplace but they are sent as text files to my colleagues. How can I change this so that people receive a CSV or an Excel workbook instead?

7135

16 days ago

SafwanCommunity Debut

asked in Apps and Marketplace Integrations

Whatsapp Chat Integration

Hi,Need to know how I can migrate my whatsapp chat to Freshwork before integrating my business whatsapp API. As I understand,I will not be able to use whatsapp in phone if i integrate with freshdesk.But as an running business I need to access my customer old conversation as well to serve them betterHow to handle this?Any suggestion will appreciated?

794

16 days ago

adampfmContributor

asked in Knowledge Base

Improve PDF Export of KB Articles

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable.My recommendation is:A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately

3944

16 days ago

Faisal888Apprentice

asked in Portal/Knowledge Base

Understanding Google’s Indexing Issues Due to Canonical Tags: A Guide for WendyMenus.com

Search engine optimization (SEO) is critical for driving traffic to your website, but small technical issues can sometimes lead to significant setbacks. One such issue involves the misuse or misunderstanding of canonical tags, which can cause Google to stop indexing certain pages on your website. If you're managing a site like WendyMenus.com, this guide will help you understand and resolve the problem.

16 days ago

Medic1334Skilled Expert

asked in IT Operations Management

Alerts - Handling multiple tags

We are trying to use tags in an email from the host system that is kicking out the alert. I have a Regex that in rubular (see below) and regex101 will match several items, but within FS it’s only returning the first match/matchgroup.We are likely going to have multiple tags on these notifications, so I need to be able to parse each value (comma separated) as a unique match instead of doing a “contains” on the entire string of tag entries. Here is what FS returns from our dev environment. Given there is a variable quantity of tags makes this a bigger challenge as we’re trying to keep alerts received as a single template to minimize overhead from an admin side. Anyone ever dealt with this? FS support has also been queried but I’m not sure they’ll have the support for this either (fingers crossed though!)

16 days ago

Kamakshi VCommunity Manager

posted in Freshworks AI Summit

From Hype to Results: How Should Businesses Approach AI Agents?

Hey everyone, hope you had a great break! 😊It’s time to spark some conversations!AI agents are buzzing in the industry, but how do we move from hype to real impact?Here’s a quick 1-minute read for you—Freshworks CTO, Murali Swaminathan, dives into how businesses can move from AI agent hype to real, measurable results. If you're thinking about scaling AI, this is a must-read! Read it here.I’d love to hear your thoughts on this! What do you think about the role of AI agents in driving real business results? Drop your comments below!

391

16 days ago

Emmanuel A.Apprentice

asked in Ticketing & Agent Productivity

Inability to edit TO field after clicking REPLY

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

916

16 days ago

JTAVOLAROSkilled Expert

asked in Automations and Workflows

tasks and workflows

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

31010

16 days ago

brobergApprentice

asked in Analytics

Using private notes as filter in Analytics - Solved tickets

Hi!Anyone know how I could filter solved tickets by how many of the tickets have private notes?I can’t seem to combine the two in analytics.Use case : I wan’t to find all solved tickets that has no Agent replys and no private notes.

344

16 days ago

pgiraltApprentice

asked in Portals, Emails & Other Channels

We are sorry. You have been restricted from accessing this helpdesk page.

I’m having a problem submitting tickets on our site - raleighschool.freshdesk.com. After submitting a ticket, I get the error “We are sorry. You have been restricted from accessing this helpdesk page.” In looking at other tickets other customers have posted, it looks like Freshdesk support needs to do something to fix it. Can someone take a look? -Paul

101

17 days ago

Mike.Borst5301Apprentice

asked in Apps and Marketplace Integrations

PowerBI Integration

Anyone having any luck using PowerBI to pull metrics out of FreshService as I am not a big fan of their analytics section???

331112

17 days ago

AMKApprentice

asked in Knowledge Base

Publish / Save button unavailable

Our publish and save buttons are regularly unavailable to click. We can’t save nor publish our changes, so we have to copy the code and refresh the page. Anyone else experiencing this?

151

17 days ago

dreisatzrechnerApprentice

posted in Getting Started

Dreisatz Rechner

The Dreisatz Rechner is a practical tool for solving proportional problems using the rule of three. It allows users to calculate unknown values in direct or inverse proportionality scenarios quickly and efficiently. Ideal for students, professionals, and anyone needing accurate results for ratio-based calculations, the tool simplifies everyday tasks like budgeting, scaling recipes, or solving math problems.

17 days ago

LinnealvesApprentice

asked in Knowledge Base

Does anyone know how to configure images in help articles to display at full size on mobile devices?

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

702

17 days ago

KriziaGContributor

asked in How do I....?

Escalation Tracker

Hey All, Im looking on ideas for how to track escalations. Currently in Freshdesk, clients dont use the portal. They only submit tickets via phone or email. I use tags, There has to be more ways to track these group updates and agents escalations. Any brainstorm that triggers my brain will be more than helpful.. Thanks!

498

17 days ago

YvonneApprentice

asked in How do I....?

Restrict email notification to use requesters organizational email address only

I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated

Dan UdellContributor

HiI am trying to create a graph to show bookings of loaner devices over a period of time. I’m trying to group by the loan date. At the moment I have only been able to group by the requested date which could be several weeks in advance. Can anyone advise what i need to change to get this for loan date. I think i need to update something in the filters to get an option for me to select the group by dates thanks

112

17 days ago

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