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Kamakshi V
Community Manager
Kamakshi VCommunity Manager
posted in Announcements and Events
It's AI Appreciation Day!!!!

Hello everyone!How’s it going?Today is AI Appreciation Day, a perfect time to celebrate the incredible innovations and impact of AI! How have you been using AI in your daily tasks—whether for work, personal development, or routines? Are there any AI-powered apps or tools you recommend? Do you have any interesting stories or experiences to share? We’d love to hear from you! I’ve reached out to some folks in person and wanted to open up the conversation here :)Let’s hear your thoughts!

662
ethan234234
Community Debut
17 days ago
L
Skilled Expert
lulrichsSkilled Expert
asked in Analytics
Custom Metric for Report - Time to Ticket Assignment

Hello!I am currently building out a report and I am curious to know if anyone has any recommendations for me here.  I am looking for a widget that calculates the Average Time until Ticket Assignment, and I am just not able to figure it out correctly.  The unfortunate thing here also is that I would like it calculated in Business Hours rather than Calendar Hours.I build a Custom Attribute [# Time to First Assigned] - that takes the DATEDIFF_SECONDS (Assigned Date, Created Date). I have built a Custom Metric - that takes the AVG of (# Time to First Assigned)While this is displaying accurately, I am beginning to think that it’s counting Calendar Hours as well, where I would only want to see Business Hours.If there is anyone who can maybe give me a pointer or a way to do this, that would be awesome!  I find it kind of silly that there isn’t already a built-in attribute for this, but alas (unless I am completely overlooking something - please let me know!)Thank you in advance!

423
Daniel Söderlund
Skilled Expert
17 days ago
colmose
Apprentice
colmoseApprentice
asked in Knowledge Base
Order folder articles alphabetically Z-A

Is there a way to order tickets alphabetically from Z-A rather than from A-Z? We currently have manually sorted tickets which have titles with versions at the end (like "XXXX 1.2.3" where XXXX never changes) but want to switch to alphabetical ordering so the highest numbered versions show at the top.  Is there a way of doing that?

2079
B
Community Debut
17 days ago
BLaRue1443
Contributor
BLaRue1443Contributor
asked in Apps and Marketplace Integrations
Seeking Advice on Freshdesk Integration Best Practices

Seeking Advice on Freshdesk Integration Best PracticesOur team is currently using an individual's API key to integrate Freshdesk with our company website. While this works, we are exploring better or more secure alternatives.One suggestion was to purchase a separate Freshdesk license solely for integration purposes, which would provide its own API key dedicated to this functionality. However, we want to know if anyone here has experience with other approaches or recommendations for managing integrations securely and efficiently.We’d appreciate any insights or suggestions based on your experience. Thank you!

497
mahendarsingh
Community Manager
18 days ago
K
Contributor
Khalid_RagyContributor
asked in Analytics
Issue with data classification in a report of incidents within SLA vs out of SLA

  While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below The screenshot below shows the metric, time dimension and group by filter for better understanding  

385
Yasir5588
Community Debut
18 days ago
Bitbean
Apprentice
BitbeanApprentice
asked in Ticketing & Agent Productivity
Equal Ticket Distribution for Agents in Multiple Groups

Hi I have a case where some employees can handle both NJ and NY tickets (the state is a field on the ticket level) and other employees can only handle NJ tickets. How can I ensure that there is an even load of ticket assignment between all my employees - meaning that the NJ only employees get more NJ tickets assigned to them because they aren't being assigned any NY tickets?  Any insight would be helpful. Thanks

141
Sneha Kandasamy
Community Manager
18 days ago
sumirj
Apprentice
sumirjApprentice
asked in Ticket & Workflow Management
agent name in sender visible in gmail inbox whereas not in outlook inbox

 outlook inbox - shows KwikID support i,e sender email id name gmail inbox - agent name is visible in sender name,

40
sumirj
Apprentice
18 days ago
G
Community Debut
GarudaCommunity Debut
asked in Automations
Multiple Workflow Automations

I know this has been asked in various different ways but I haven’t found a concrete answer.I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop.  The number of apps will vary.Right now a child ticket is created and attached to that child ticket  are the various apps to install, listed as Service Request Items.  The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software.But I cannot get the automation right.  If I do one Workflow with multiple conditions for the software,  once it hits the first ‘yes’, it runs and that's it.  It doesn’t go through the rest of the conditions.If I create multiple workflows, only one fires.Is there a way to have multiple workflows fire for one ticket?  Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

2936
M
Community Debut
18 days ago
D
Apprentice
david.sobeyApprentice
asked in Automations
Automate Status Page Incidents

Hi, is it possible to automatically raise a status page incident based on some other event?For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network

1408
O
Contributor
18 days ago
J
Skilled Expert
jorn-morten.innselsetSkilled Expert
asked in Apps and Marketplace Integrations
Freshping dead forever?

All available documentation for Freshping mentions that an update about the suspension of the service will be provided 23H2 - can we assume that no news in the last year means the service has been permanently killed?

982
D
Contributor
18 days ago
mark-rasa
Apprentice
mark-rasaApprentice
asked in Apps and Marketplace Integrations
Full-page app not showing up in Freshsales

I am adding a custom app to our Freshsales Suite, and things seem to show up correctly for the Contact menu.Is full page app supported in Freshsales?If not, it would be fantastic if the documentation mentioned where things do or don’t work, depending on the app. For example, using “freshsales” in the manifest DOES NOT WORK, but “freshworks_crm” does. 

1088
P
Community Debut
18 days ago
MichelleLW
Contributor
MichelleLWContributor
asked in Automations and Workflows
Create new tickets with scenarios

Hi! I know how to create new scenarios; I want to know if you can use existing scenarios to create brand new tickets from scratch.

326
mahendarsingh
Community Manager
19 days ago
MichelleLW
Contributor
MichelleLWContributor
asked in Automations and Workflows
Chane resolution date when status is on pending

Hi there, once a ticket's status is no longer on 'open' (SLA timer off), you can't see the resolution date.So meaning if I put it on pending (SLA timer off) and a few days passed, it might be overdue, but I can't see it.You have to open the ticket again to see and change the resolution date.Is there a way to see and change it while the ticket is NOT on the 'open' status?

314
mahendarsingh
Community Manager
19 days ago
S
Apprentice
SCARLETTBOLTONApprentice
asked in Portals, Emails & Other Channels
Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks 

60919
shaharbano2337
Community Debut
19 days ago
Loganol01
Apprentice
Loganol01Apprentice
asked in Portals, Emails & Other Channels
latency

Anyone experiencing latency issues with email

91
Sneha Kandasamy
Community Manager
19 days ago
D
Apprentice
DawnApprentice
asked in Knowledge Base
Knowledge Base

We currently house our knowledge articles in Google Docs.  Is there an integration with FreshDesk knowledge base.  We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.  

1043
benz_nikveen
Community Debut
19 days ago
Colin259
Apprentice
Colin259Apprentice
asked in AI & Bots
Chatbot Integration with Cloud Storage for Smarter Data Management

Has anyone faced technical challenges while integrating chatbots with cloud storage for data management? Specifically, I’m running into issues with API limitations, real-time data syncing, security during data transfers, scalability as data grows, and managing increasing storage costs. Any insights on how to overcome these hurdles would be appreciated!

130
Colin259
Apprentice
19 days ago
LorneH
Contributor
LorneHContributor
asked in Analytics
Performing calculations in FreshSales Analytics

In FreshSales I know it is possible to perform basic calculations and produce a calculated field but was hoping to do this only in reporting rather than clogging up the field list.I’m looking to get a % of quote value converted purchase value/ quote value a a percentage but I can’t figure out how to do this in Analytics without the additional field added in the Deal module.

1517
calculadoraigv
Community Debut
19 days ago
shuklaraghav610
Apprentice
shuklaraghav610Apprentice
asked in IT Operations Management
Regarding attachments inaccessibility issue in Freshdesk

Hello there,I am facing an issue currently related to attachments download for a mail. So when I download an attachment for a mail via gmail, attachments are getting downloaded properly, but when I access the same via Freshdesk, attachments size is being shown as zero bytes, and is inaccessible, and when I download & try to open the attachment, an error comes while opening the pdf

90
shuklaraghav610
Apprentice
19 days ago
P
Apprentice
pgielkensApprentice
asked in Chatbot and AI
Whatsapp freschat and mobile

Hi,We have whatsapp in freshchat combined with freshdesk. All works fine.Can we install whatsapp business on mobile phone so we can use both. Offcourse the same business number.How to handle this?Any suggestion will appreciated?

71
HekateSwitch
Community Debut
19 days ago
C
Apprentice
ChrisTechApprentice
asked in Assets
Help Needed: Customizing Barcode Labels with Asset Label Designer

Hi everyone,I’ve been using the Asset Label Designer app mentioned here to print barcode labels for assets, and it’s working quite well overall. However, I’ve run into an issue with customizing the barcodes.By default, the Asset Number is used to generate the barcode, but I would prefer to use the Asset Name instead (e.g., "N000310"). Unfortunately, I haven’t been able to find a setting in the app to change this, nor any naming schema to adjust how the name is displayed.Does anyone know if it’s possible to configure the app to use the Asset Name for the barcode instead of the Asset Number? Or perhaps there’s a workaround in Freshservice to achieve this?Any help or insights would be greatly appreciated! 😊Thanks in advance!Best regards,

170
C
Apprentice
19 days ago
O
Contributor
oclews10Contributor
asked in Ticket & Workflow Management
Workflow trigger to resolve a ticket once a resolution has been added

Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):

45211
M
Skilled Expert
19 days ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Assets
Sub Category for Service Item

Hello, I already requested this before but I cannot see now the discussion here. can somebody shared to again the script it was forwarded here before? I accidentally reset the settings on the portal, that’s why it revert back to its original look. my goal here is to have to have sub category under hardware provisioning. thanks in advanced.  

4369
w1nter
Community Debut
20 days ago
T
Apprentice
Thomas EdwardApprentice
posted in Major Incident Management
Tax Returns for Self-Employed Freelancers

Filing tax returns as a self-employed freelancer in the UK is essential to stay compliant and avoid penalties. Here's a guide to help simplify the process.1. Registering for Self-AssessmentAs a freelancer, you must register for Self Assessment with HMRC, which enables you to report your income and pay the necessary taxes. Once registered, you’ll receive a Unique Taxpayer Reference (UTR) number, which you’ll need to file your annual return.2. Keeping Accurate RecordsMaintaining detailed records of your income and expenses is crucial for accurate reporting. Track all invoices, receipts, and business-related costs to claim allowable expenses, which can reduce your taxable income. 3. Completing the Tax ReturnSelf-employed freelancers use the Self Assessment tax return to report income, claim expenses, and calculate tax liabilities. This includes filling out the SA100 form and, if relevant, the supplementary SA103S or SA103F for self-employment income. HMRC provides an online service, but y

151
M
Community Debut
21 days ago
letsfindout
Apprentice
letsfindoutApprentice
asked in Bangalore User Network
CODE ERROR 131049

HI, I'm reaching out for some advice. I work at a D2C brand, Basil (we sell kids' lunch boxes, water bottles, and plates), and we're currently facing a significant issue with our WhatsApp campaigns due to a recurring code error, 131049. I'm trying to understand why this is happening. Could you let me know if you've faced similar issues? and any recommended actions? Additionally, when setting up a WhatsApp flow, it is possible to configure it within Freshmarketer to re-engage those individuals who were initially shown as a code error (either by retrying after some time or by using SMS as an alternative method of reaching out).? 

663
seansjeans1122
Community Debut
21 days ago

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