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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

How does lead scoring work in Freshsales? What are the best practices for email tracking?

Hi,I am new to Freshservice. I created a custom form with user-defined fields. I also created a workflow that would take the field values and email them. I used the field placeholders to customize the email message to be sent. Once the form is submitted, the email gets sent, but the fields are all empty. Could anyone guide me on what I am missing? Attaching screenshots.Thank you. Form screenshot Body of the email that is being sent Screenshot of email received from Freshservice workflow 

Is it possible to have place holders or other variables in scheduled tickets?We use the scheduler a lot, one example would be monthly windows update tickets. A new ticket is scheduled to be created on the first day of each month and gets automatically assigned to team looking after updates. The subject is “Deloy Windows Updates To Test Servers” but it would be great to have a variable so i could add the month and year to the subject.Is anything like that possible?

Hi everyone,Has anyone recently encountered issues making API requests to a Freshsales instance?I'm consistently getting an "Incorrect or expired API Key" error for a query that was working perfectly just a few weeks ago. I've already tried resetting the API key, but the issue persists.Here's what I've checked and observed:Previous Functionality: The exact same API request with the same authentication method was working fine a few weeks ago. API Key Reset: I have reset the API key for my user account, but this did not resolve the error. Authorization Header & Encoding: I've also looked into the Authorization header. When I send the API key in the way I believe is correct (and which worked previously), I receive the "Incorrect or expired API Key" error. As a test, if I try sending the request without what I believe to be the correct encoding/formatting for the key in the header, I instead get a "You do not have permission to perform this operation" error. This suggests the API is r

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

We sell License software services to clients that are renewable every year. for Ex we sell Microsoft M 365 license to customer on April 1, 2025. The same license has to be renewed on or before 31st March 2026. I wish to create automation where in my sales person get renewal message 45 days prior to expire date, and customer gets mail 30 days in advance for the expiry of license.

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk. 

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 enab

I have successfully gotten a custom app to show up when I use “freshworks_crm” in the manifest and use the “my first app” template offered in the menu.However, I’ve noticed that the react app template is only available under freshdesk.Does this mean that react apps are not supported under freshsales?

Hello everyone,Hopefully I’m missing something glaringly obvious here but does anyone know if there are Business Rule options which allow you to filter specifically on the Condition of a Logged In User’s current ‘Requester Group’? Thanks in advance :)

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.   

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

Hi,  I would like to be able to control different access for differents clients we haveHow can I do that? For exemple, when someone from the Y company wants to creat a ticket, he should be able to choose his name in a list which will be only accessible to this company. Is it possible? Many thanks for your help Kind regards, Lauriane

Hi All,We are creating an IT onboarding form in service catalog and not using the out of the box feature. The requester will provide the First name and last name in the form and a third field called Display name should auto populate the values from the other 2 fields as “First name Last Name”. Can you advise how we can achieve this ? 

We are looking to move to freshservice and I am working on our gap analysis. I would like to route knowledge/solutions to an approval group before they are published/available. I am hoping to do this at the Folder level. Right now it looks like you have to manually add approvals for a folder.

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

Hi All,A bit new to Freshservice right now. But can you advise if we can edit a service item after its created and gone for approval. We are unable to edit a service request field if a requester enters some wrong info.   

We have Freshsales CRM Suite. I started getting LOTS of invoices from Freshworks (15 yesterday, 25 today). Each bill is marked as Paid (they’re like $5 apiece).It tells me we’re out of incoming phone credits. I tried making a manual payment.  It shows the payment went through, but our phone credit balance doesn’t update.The one phone number I have for anyone at FW, they aren’t answering.My sales staff is dead in the water.  

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

I’m specifically looking for a recording of this event.  Freshservice automation for Cybersecurity Incidents, Tue, 22 Apr. 2025 at 20:30, Asia/Kolkata | Freshworks CommunityBut in many cases, I can’t find the recordings of events I wasn’t able to attend.

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

I am trying to create a webhook to set the subject line of tickets raised via the Freshdesk portal. I have read and followed the instructions from various Freshworks pages and community articles, and no matter what I do, I cannot get this webhook to work!I can see that the automation has run on all of the test tickets that I have raised - but the subject lines aren’t actually changing! Is anyone able to help with what I am doing wrong? Please note that in the screenshots below I have replaced the URL and API key with placeholders for security reasons, but rest assured that these are entered correctly in the automation!