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I have been reading about Using Team Huddle. However even though I have the correct subscription I can not see the Conversation link in a ticket. Do I have to enable something in the admin?

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

Is there a way to set and/or schedule a report that shows the chart widget’s data (as seen when viewing the underlying data)? I’m aware that you can click on the widget, view the underlying data and export. But in my case I need to prepare certain reports that show the data in table-style, rather than charts.

Hi, I’ll like to change tickets to open if they are moved from one group to another - But how? It’s straight forward with the Workspace, since I can select that as an event, but I can’t do the same with groups. Anyone have an idea to make an automation for the group change also? /Henrik Lund

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?” I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again? Thanks in advance for any direction. Dave

Hi, I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket. In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details? Thanks

Hi All. Under Freshdesk, when we create a new email from the web interface ... default status is closed and default priority is low. We want to modify these defaults values for “Open” and “Medium”. Is there a way to acheive that ? We already created an automation but it works only for new ticket coming from outside. Thank you very much in advance

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?

When an onboarding request is created by HR, the Reporting Manager gets an email. How can we manually re-send this email from the system. (Scenario - manager does not remember getting the email, or whatever, can we just click a button to resend it)

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

When you reply to a ticket via email, it adds the update as a note. I’m trying to figure out what specifically Freshservice keys in on to know what ticket to attach the note to. I’m trying to find this information so I can use another system to send a specific email with the proper format to update a specific ticket, without having the original email thread.

When editing a Team Dashboard, I am given the option to add widgets for tickets based on filtered tickets lists views that I created/saved. Although I can view the widget data on our Team Dashboard, the rest of my staff (same agent group) cannot view the widget data for any widgets tied to filtered lists that I saved. They can only see widgets tied to data of Ticket views that are available at a global/workspace level. The error states, “[Ticket View Title] Widget’s data is inaccessible due to the widget’s filter settings ” Is it a design feature (bug?) for Freshservice to not allow agents to view custom filtered lists created by other agents? If that is true, then the Team Dashboard editor should NOT give the the option for creators to add widgets they want their team to see based on a filtered list view they created. Is Freshservice able to fix / enhance this feature? Either hide custom filtered lists from the “Tickets view” drop-down when adding a widget on Team Dashboard, or enable

Hi, it is possible to set a customer can see the tickets of other customers associated with the same company?EG customer AA (Company XX’s director) can see his ticket and also customer’s BB ticket (same company)

I’m building out our internal knowledge base and forms to contact the Tech Support team. I need to add a multi-select option for our employees to reference the issues they are having. For example, an employee may have an issue with logging into two different platforms. It would be more efficient and a better user experience for them to raise one ticket with selects both of these options. Is this possible?

Olá a todos! Esse é meu primeiro post por aqui mas pretendo ser bastante e apoiar a todos também em suas questões sobre o Freshservice! Estou com uma dúvida e gostaria de saber se alguém aqui já passou por isso e conseguiu encontrar uma solução. Temos um campo de formulário de tickets que vale apenas para incidentes e não sentido para requisições. Tentamos criar uma regra de negócio para ocultar esse campo quando a condição for ‘Ticket > Tipo’ = ‘Requisição de Serviço’ mas não o campo ‘tipo’ não aparece entre as opções de campos de ticket. Curiosamente, no automatizador de fluxo de trabalho, é possível selecionar este campo sem dificuldades: Será que há alguma alternativa para isso? Caso negativo, fica uma boa sugestão para a Freshworks! Abraços a todos!

Hello, This might be a silly question but I’m trying to update Requester when a ticket is forwarded.I have a workflow which runs on certain tickets and when those tickets are forwarded I’m trying to get the output of {{ticket.fwd_emails}} and then format that so I only have the email address and then update the Requester with that but I’m strugging to get the value of {{ticket.fwd_emails}} and all of my expressions return a blank value or Liquid Error if I try and build an expression off the value of {{ticket.fwd_emails}} Any assistance would be appreciated here. Thanks

Hi, how i can retrieves appointment using API based on date rang. i tried crm/sales/api/appointments but not able to set the filters Thanks

Is there no way to sort the list of tickets by Resolve By? Seems like a bit of an obvious use case but I can’t see how to do that. By the way, I am also curious to know if the format of columns is configurable. The Resolve By date is pretty cumbersome and all I really need in the list of tickets is something like “In 12 hours...”. If I need the specific date/time I can open the ticket so the long-form date is “fluff” I don’t want or need.

One of the default fields for Asset Management/Inventory is "Used By" (Global Settings > Asset Types > Default Fields > Assignment > Used By) When building Relationships for Assets, there is a similar Downstream Relationship for "Used By" (or Upstream Relationship for "Uses"). The "Used By" relationship does not automatically appear after assigning an asset to a requester/agent as "Used By." Currently, we have to duplicate our work by manually adding/updating the "Used By" relationship separately/in addition to the asset assignment. Is there a way for Freshservice to please make the process of assigning/updating an asset as "Used By" an agent/requester to then automatically create/update the "Used By" relationship? Or is there any known way that one of our system admins could create a workflow to accomplish this in Freshservice? Respectfully,-Christopher L.

Hello! So basically we have a tag called “Feedback”, which is assigned to all tickets from customers from different feedback sources (website forms, newsletter replies, rating surveys), then each ticket is being assigned with other tags, according to the features the customers request. So what we need is to create a report in Freshdesk Analytics that shows how many tickets have been assigned to each additional tag, among those tickets that have Feedback tag. If I configure the report the way on the screenshot below, the report only shows the total number of tickets with the Feedback tag, not with each additional tag. Any help is appreciated

Hi Everyone, Has anyone figured out a reliable way to differentiate the default Ticket Source for Tickets logged via the Support Portal and those logged via the Agent Portal? The Scenario: A Ticket is logged by a Requester via the Support Portal / A Ticket is logged by an Agent via the Agent Portal The Outcome: The Ticket Source is set to ‘Portal’ by default The Problem: Workflows which target Tickets of Source ‘Portal’ can trigger on Tickets (and Child Tickets) logged by Agents if the ‘Source’ is ‘Portal’ when you would not want them to. Meanwhile, Tickets logged by Requesters can potentially trigger Workflows which were intended for Agent user. This necessitates some very careful workarounds.

When I reply to a ticket, then Freshdesk keep changing the client/sender’s name in my email body. Even if I change it many times. I like spell check but not on names. How can I prevent this from happening?

New to FreshService, so apologies if this has been answered elsewhere, but I cannot find it. We have a set of Service requests that need to include a choice for the requestor to pick, to effectively sub-categorise the ticket. Each of the SRs will have different choices (52 total choices across 13 tickets). The team dealing with these tickets needs to be able to see the choice that the requestor has made on their group Ticket page so they can filter by them - they work on different subcategories throughout the week, as the process for each type is different. We’ve set up with a custom field that has the dropdown option for requesters to pick from. But can’t work out how to see this choice in the ticket page or in reports I’ve tried a Web Request https://ourdomain.freshservice.com/api/v2/tickets/{{ticket.id_numeric}} but can’t see how to adapt this to return anything from custom fields, that could be written back to the ticket Can anyone help or steer me the right way?

Hello all, I’m sure this has been asked a million times, but I don't see anything when searching. We have users who use the portal, however we want to be able to route those resulting tickets to a particular group, based on a custom field within the new ticket form. Is this possible with customisation and workflow Automator? If so where would I even start with that?