Solved

Hello, in a service item I want to add a tab that, when toilet paper is selected, displays a dropdown menu. In this case, in the inventory (assets) I have all the brands of toilet paper listed, and I want the dropdown menu to appear for the user. How could I do this?

Hi,I’m hoping to get some help from the community with a custom metric in Analytics. I have reviewed the helpdesk articles, but haven’t found something that has similar samples to work with. We currently have a special type of ticket called Project, with a custom ‘Due Date’ field (we are not using the standard SLAs linked to the priority on these tickets as those are project work related and the SLAs are set by us based on the project itself). We are trying to built a custom metric to calculate SLAs based on that Due Date field. Example: If the resolution date is > Due date then it’s violated our SLA, if the resolution date is <= Due date then ticket resolved within SLA. We’ve never had to create custom metrics so we’re newbies when it comes to the required formulas. Anyone knows if this can be done?

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

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 

I’d like to understand the recent trend of % of tickets closed by the requester. I know I can use this action in automation rules, but I have been unable to find the metric in the reporting engine.

I have a scheduled workflow that checks if it is the “hold until date” (custom date field), and if it is, moves the ticket from hold or pending to open for review. As part of the workflow action, I would like to also reset the “hold until date” to a blank value. Is there a way to do this from the workflow action, or do I need to use a webhook? One thought I had was to use an expression node to produce a null date, then set the date field to the output of that expression, but I couldn’t get a formula to pass validation.

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks 

Instagram released its Messenger API to businesses on June 2, 2021. With this release, omnichannel customer support tools like Zendesk, DelightChat, Reamaze, and many others now integrate Instagram DM support directly into their products.Currently, Freshdesk only supports Instagram comments and hasn’t integrated with DMs yet.The question is why? This is really important for customers, for me is a “must have” and now I’m thinking in moving to another platform because i really need to have all channels in one place.  Please Freshdesk team, let us know if you have this feature in short term backlogThanks in advance

Hi, so this is a two part question. First question, we have a few senior associates as requesters and not agents, will we be able to share analytics reports with them? I searched for them under “share reports”, but couldn’t find their profiles. There is an option called share to “everyone”, I’m not sure if that will share the report with all agents and requesters, that might become a mess!! Second question, is there any metric that shows the entire time a ticket has taken, like from creation time to resolution time in business hours? TIA!!

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_atExample: "created_at": "2025-08-04T21:17:28Z",        "updated_at": "2025-08-29T14:40:53Z",        "associated_tickets_count": null,        "tags": [            "PROD02221-594"        ],        "stats": {            "agent_responded_at": "2025-08-06T20:43:38Z",            "requester_responded_at": "2025-08-06T19:47:42Z",            "first_responded_at": "2024-12-02T21:53:47Z",            "status_updated_at": "2025-08-11T15:30:51Z",            "reopened_at": null,            "resolved_at": null,            "closed_at": null,            "pending_since": null What could be causing this?

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated  

Hi Everybody,We are currently trying to use the intune connector app to sync our mobile devices from intune to FS. According to the app's developer techaffinity the value "Used by" in freshservice should be mapped to emailAdress in Intune but for some reason when trying to sync we only get the error: "It should be in the valid email address format".Has anyone come across this error before and knows how to solve it?Thanks in advance

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I spent a lot of time setting up the automations, fields, etc and we have been using Freshdesk for well over a year now. Is there any way for me to export everything I have created so I can import it into this new instance? Or do I have to manually recreate everything all over again?

Hi! So, one of our agents is facing an issue where the number of pending approvals is displayed as 5, but when he opens the widget, only 4 tickets are there. Tried filtering by “ticket approvals”, “change approvals” and “all approvals”, still the same mismatch prevails. Is there any reason as to why this is happening? Is it some backend issue? Coz it's been about 2-3 days, but still the same count is getting displayed. Due to this we’ve kept the approval process on hold. Any ideas or solutions are welcome!!!

An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket is 0.It appears automations can only reference agent availability for Update Automations, and not Time based automations.Any ideas on how to achieve this? Just not possible?We’re currently just telling the team to set themselves as unavailable half an hour before they end a shift but would prefer something more reactive.

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

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.

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

Looks like the training videos I was able to look up on YouTube are quite old.  Are there newer ones I’m not seeing?

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

Hi! I’m unable to deactivate users/requesters in my sandbox environment. It works fine in prod though. Is this a limitation or is it something that I can turn OFF from my side?

Is there a way to upload holidays in a CSV , cant be selecting one by one for each group Country holidays there sometimes not accurate 

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.