The Community Collective
Become a guest contributor, share experiences and stories with your peers - Submit your first entry today.
Welcome to the Community Collective - Become a guest contributor and enjoy a host of benefits!Community Collective
The Freshworks Community has always focused on creating a space where members can build meaningful connections, learn something new, and get recognized for their contributions. We continue to work towards building that space for you with our latest addition. The Community Collective is an ecosystem where you support, challenge, and inspire each other 👉 Become a guest contributor, share experiences and stories with your peers, and emerge as a more integral part of the Freshworks community. 👏How can you be a part of the community collective? Become a guest contributor: Whether you have a Freshworks demo to share, use-case to explain or outlook to offer, we want to hear from you! Share your story: Videos, articles, doodles - the medium doesn’t matter, we want to help you tell your Freshworks story. Host an event: From text based AMAs to close grouped workshops, the community is open to your ideas and expertise. 🏆🎁 What’s in store for you?Establish yourself as a thought lea
How to know which website or platform to use?
So, we’ve just joined Freshworks and are implementing our CRM (“Freshsales suite CRM”). And first of all, I would like to emphasize this post is not a big rant, I’d just like to clarify things on where Freshworks is having documentation at. It is all very very confusing and difficult.Developer docsAccording to your own developer portal at https://developers.freshworks.com/documentation/ I should use https://developers.freshworks.com/crm/api/ for my REST API documentation, if I want to mutate data programmatically. However via an article on https://community.freshworks.dev/ I was referred to the CRM API reference on https://developer.freshsales.io/api/ . (https://community.freshworks.dev/t/custom-module-query-freshworks-crm/5618) Almost the same documentation, but with some key differences. 🤷♂️The suggested answer with filtered_search does not seem to apply to my product somehow. CommunityFurthermore, right now I’m here (and you too reading this) on the community at https://community.
The Magic of Automation for CompanyStore!Customer Story
Companystore.io, deals with corporate, promotional merchandise and gifting. Both offline and online, all over the APAC region. 🎁The company was facing high volume, and did not have enough manpower to handle all the queries coming in efficiently. In the gifting industry, volumes are seasonal, and 90% of queries can be treated with a single response. With a large offline presence, email was the main form of support for customers, while an online widget is available for online customers.Secondly, orders are dispatched in batches, with quantities in the thousands. This means there are cases where a few members of a team have not received the gifts, which can lead to unsatisfied customers.With a need to maintain SLAs and address general queries coming in with limited hands-on deck, I discovered automations while exploring Freshdesk, and implemented it immediately. 📢 Here are my two tips to overcome such problems –Using automation to execute responses to common queries such as 'how much t
How to hide the group column and keep the agent column
Hi,In the table ticket view we have an empty group column - as seen on the screenshot below.We do not have any groups in use, only agents.We would like to see the assigned agents, but hide the unnecessary group column.Is that possible ?Thank you for your advice!
Receive spam email in freshdesk
We are Office 365 users and have several emails in our Freshdesk system.The issue is that sometimes emails from customers go into spam for whatever reason and aren’t picked up by FD.So each day someone needs to connect to each mailbox on Outlook online, check the spam folder and move legit emails to the inbox to be picked up by FD.Is there any way to get all these emails into Freshdesk, in the spam folder for instance ?Disabling the spam filter on O365 is out of the question…
Community Collective: How, Why and WhenCollective
Community Collective - Hello! It’s time to tell your story, your way! If you have an experience to share, a use-case to explain, or an outlook to offer as part of the Freshworks ecosystem, we want to hear from you! As we get started with the Community Collective, here are a few ground rules: ✍️ From short stories to long form articles - the community is your playground. 📖 Whether it’s a Freshdesk best practices, sales outreach hack or employee well-being tips, the options are endless.⏰ We want you to contribute when you are available - this could be once a month, once a quarter or otherwise. 🦸 Own your experience - Your sidekick and aide, the Community team has your back. From building out content you excel in to promotions, and everything in between.Note: No external links or negativity will be accepted.All you need to do is fill out this (very very easy) form. I’ll be in touch over email to help you craft your brilliant idea.Cheers!
Google Sheets Orchestration in Workflows - Update Row Values
Has anyone worked with Google Sheets Orchestrations regarding the Update Spreadsheet Row Values Action?Currently I use the Google Sheets Orch in Workflows to populate Google sheets based on “Service Request is submitted” but I have a few teams that would like to have the rows updated if a value is updated. Examples: Catering request where the requester changes a date or updates a custom field response. Or, an employee term date is updated in the ticket. I’d need the workflow to find the exact ticket and correlate with the matching row in the sheet. I’ve attempted to use the updated action, but it continually overwrites the first row in testing, and doesn’t do anything in a live ticket. My workaround is to only have the spreadsheet populate when the agent checks a “confirmed box” after they’ve noted that the request fields are confirmed, but we’d rather have it continually update and not rely on the agent having to check the box and then go back and update the ticket status. Not sure if
Some FreshChat weird behavior...
Hello,Today we had a meeting with a customer about Freshchat and their Chatbot.During this meeting, I've seen a few strange behaviors…Like when we've changed something and ticked on preview, the bot always started at Flow 1.1In our training environment, however, our bots always start the preview from the point where we have edited something.So say if you add a Flow 5.5 and want to check that, you just click on Preview it starts the preview at 5.5 and not on 1.1Is this a change that i've missed? or is this a setting that we can edit?Secondary, we've noticed that we cannot delete a pointer that is set.So, if the customer creates a flow (say 5.5 again) and then selects that when choosing option 1, the next step should be flow 6.1 and afterwards sees that it should be 6.2, it is not editable. Do we miss something, or is this normal behavior?Looking forward to hear from you!GreetZ!Chris.
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