Ticketing & Agent Productivity

Hey @FW Community,anyone using Threads to collaborate with teams outside of Freshdesk?We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk.Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook.With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem):Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com) The email finds it’s way to the team, so all good. The team replies from Outlook - So one member from her/his private email address. As soon as the answ

Hiwhat’s this news about archived tickets?  Any 'closed' ticket that has been inactive for 120 days will be archived.That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view.What do you think?

Anyone know why I cannot build a report showing the number of tickets in the system? When i goto add widget i don’t see Tickets listed as a possible metric to add to the report. If i go to the Custom Metrics section i can see a section called Module but that has a limited list in there, which DOES not include tickets. I cannot see any where else where i can set the modules that should be available to the analytics module, making reporting impossible.

We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.  

We've been experiencing a strange formatting issue with Freshservice ticket replies. Everything looks normal while composing a reply, with proper paragraph breaks and spacing between sentences. However, the moment you click send, the formatting changes, removing line breaks and paragraph spacing and turning the reply into a wall of text. This happens even when typing a reply directly, not just when copying and pasting.

Something has changed recently, and it is maddening. Copying and pasting in Freshservice has always been weird, but now it is happening even when typing a reply to a user directly.Everything looks fine until you hit Send, and then it randomly removes the spacing between paragraphs, putting everything right on top of each other.

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

When I copy from GoogleDocs and paste in Freshdesk, and hit Send, a line break is added (when I hit Send, not on paste).See examples attached: the line break is added only when i have bold letters inside the text.Use case: we prepare email templates in GDoc.Can you solve that bug please?

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

I am new to FreshDesk and importing contacts. The Full Name column in my spreadsheet is the full name of the contact and when I do the import, I make sure the Full Name column is mapped to the Full Name Field. After the successful import, the Full Name for all of my contacts is the first part of their email address and not what I have entered in my spreadsheet. Is this a known issue? All other fields populate correctly.

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) 

Olá rede, gostaria de saber se existem grupos ou comunidades brasileiras no Whatsapp para nos conectarmos e conversar sobre soluções das ferramentas Freshworks? Olá, pessoal! Gostaria de saber se existem grupos ou comunidades brasileiras no WhatsApp onde possamos nos conectar e discutir soluções Freshworks?

Hello, I know this question has been asked before but I can’t seem to find a way to do it.I have created fields under Service Category, but I cannot find them in the list of “Group by” items. How do I get them to be displayed there so I can run reports on these fields?Thank you very much for your help. Ah, I am using Freshservice for Business.

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our metrics. What are the possible ways to resolve this? Thank you in advance

Hello,do you have some solutions to make some calculations in analitycs? For example, we have information about amount of improving files, we would like to show how many files were improved, but not the created tickets - according to the number in custom fields of the ticket. 

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

Hello everyone,We would like to understand the recommended procedure for deactivating contacts in Freshdesk.Specifically: Is there a way to deactivate a contact without permanently deleting it? What happens to existing tickets associated with that contact after deactivation? Are there any best practices to ensure reporting and historical data remain unaffected? Is bulk deactivation possible? We want to ensure we follow a clean and compliant process while keeping our historical ticket data intact.Thank you in advance for your guidance.

We have thousands of contacts setup who have never created a ticket with us.  In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

Hi, We have been using the built in Freshdesk out of office functionality for the best part of 18 months. We’ve had the following issue since the very start. The Out of Office setting allows you to choose a start date and end date for the OOO period. However when the period ends, the agent availability should be automatically turned back on. This does not work, so an administrator or supervisor is having to remember to manually slide the agents availability back on when they come back into work.Surely this is not correct? When I raised this about a year ago I was informed it was a known bug with no ETA for a fix.  Please can we have an update on this. It’s essential functionality for a helpdesk and makes the Out of office functionality useless.

I have a regular need to create a parent child relationship between two existing tickets but can’t find any way to do this. Does anyone have a solution that would make this possible?

As the title mentioned, when the freshchat can release this featureits important to reply with quote so the agent will more effiency the time to resolve the case in conversation and can communicate more comfortable with customerin regardsADR

Every time we reply to a ticket the default text it enters is Hi <Firstname> <Lastname> Is there a way to change this to just the firstname?  Every agent we have the first thing they do is have to edit the first line. 

Hi Freshworks Community! 👋We’re using Freshdesk and looking for a way to auto-assign incoming tickets based on specific keywords in the subject or body — for example, assigning “Billing” related queries to the finance team and “Login Issues” to tech support. Is there a recommended way to set this up using automation rules? Can this be done effectively with Dispatch’r or Observer? Any limitations or best practices we should be aware of? Would love to hear how others are handling similar routing setups.Thanks in advance!