Using Freshdesk

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event.  Here are a couple of practical approaches to help your team migrate smoothly:1. Plan early and prepare your dataStart planning well in advance. Use this time to clean up outdated records, review workflows, and define what data truly needs to move.2. Involve your support team earlyPrep work isn’t only technical. Support agents work with tickets every day, so involving them during setup gives them visibility into how the new system works. This helps them understand the “why” behind workflows and troubleshoot issues faster after launch.3. Communicate internally and define escalation pathsKeep teams aligned on timelines and clearly assign responsibility for technical and customer-facing issues.4. Train your team by roleProvide role-specific training for agents, admins, and managers to reduce friction after go-live.5. Test thoroughly before com

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.What do you think about the role of technology in customer service?

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I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

Hello Freshworks Community,We are testing background listener stability and remote webhook payload handling when integrating Freshworks CRM and ticketing API endpoints into automated enterprise systems.Technical Setup: Our integration architecture at Frontline Sales Consultancy (flsc.co.uk) triggers automated B2B notifications and REST API syncs over HTTPS (TLS 1.3). The Issue We're Facing: Under heavy concurrent load spikes, background POST webhook listener sockets occasionally report HTTP 504 gateway timeout responses before acknowledging payload completion. Direct REST API requests to the same remote host resolve normally under 150ms thresholds. Are there recommended network socket keep-alive settings or queue worker retries to prevent connection drops during high-volume data syncs? Any advice on managing asynchronous background worker threads would be appreciated!Thanks!

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

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

Is there a way, either natively or via an add on app to allow me to import time entries into Freshdesk?

To migrate scenario automations and canned responses to Freshdesk means moving your agent-triggered macros and saved reply templates into a new or consolidated instance without losing the logic and content behind them.The main challenge is preserving intent, not syntax. A scenario automation bundles several field decisions into one click. A canned response bundles reusable text and placeholders. Miss a mapping on either, and the action executes with the wrong value or the placeholder renders blank — quietly, not with an error.When This Comes UpFreshdesk-to-Freshdesk consolidation after an acquisition, where each instance has its own scenario and canned response library. The platform switched into Freshdesk, rebuilding automation instead of recreating it by hand. Workflow audits, cleaning up scenarios that drifted out of sync with current ticket fields. Multi-product rollouts, standardizing scenarios and responses across teams that ran independently.What's Actually Being MappedScenario

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?

It is possible to have the OoO Autoreply emails logged on the tickets in case the requestor is out and we as agents sent an email waiting for his response? If yes what are the condition to work ?we received this response and not sure if do we have the possibility to make it work:   "This is not possible and is out of scope. Out of office emails from Outlook don't respect the subject of the email they fire in response to. Freshservice will only add replies to a ticket where the subject is in the required format. For example, an email sent to a user who is OOO, with a subject of "Test", will send the OOO with "Automatic Reply: Test", which means the subject isn't respected and Freshservice cannot match this to the ticket. This is an issue caused by how Exchange/Outlook function." Is this working for anybody here? Thank you !!

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) 

Hello everyone.I’m preparing to launch a few affiliate campaigns using push notification traffic and am comparing several advertising networks. My main concern is getting enough quality traffic to test offers without spending too much during the initial stage.Some networks appear attractive because they offer inexpensive clicks, while others seem to focus more on targeting and traffic quality. For those who have experience with push campaigns, how did you decide where to buy your traffic?Do you normally test several networks with small budgets before scaling, or stick with one provider? I’d also appreciate recommendations for networks that offer good targeting by country, device, and operating system.

I’m looking for some best practices for organizing a growing Knowledge Base in Freshworks. As the number of articles increases, it can become difficult for users to quickly find the information they need.What structure, categories, tags, or search practices do experienced Freshworks users recommend for keeping a Knowledge Base easy to navigate and maintain? Also, are there any common organization mistakes that should be avoided?

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?

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavior between customers:Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” option. Because of this, B and C are unable to select a single option to view all company tickets.This functionality worked previously, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.What we've triedWe verified that B and C have the permission to view all tickets belonging to their company.We also tried:Disabling the company-wide ticket visibility permission. Saving the contact. Re-enabling the

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavior between customers:Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Selecting this option populates ALL tickets belonging to their company. Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” (All) option. Because of this, B and C are unable to select a single option to view all company tickets.This functionality worked previously for Customer B and Customer C, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.What we've triedWe verified that B and C have the permission to view all tickets belonging to their company

Is there a way to change rename this?  

HI, Getting some weird results where it is not showing all the info correctly, but close.in our KB, we have a article explaining how to map a network drive, then another article showing a list of all the standard drive mappings. All the drive mappings start with the 2 slashes (ex \\SERVER\FOLDER).The results show the instructions, with the path, but in some places, it does not show the 2 slashes.As you can see, the circled area, it only shows a single slash. Thoughts on why this us happening  

Hello everyone,I'm currently building a workflow where customers submit information through a web form and the data is later processed through automation rules and notifications.One challenge I've encountered is handling date- and time-sensitive inputs consistently across different user locations and timezones.For example, some external tools rely heavily on an exact date, time, and location to generate results. During testing, I noticed that even small timezone differences can lead to different outputs being generated, which makes me concerned about how those values should be stored and processed inside Freshworks workflows.I've been testing scenarios using tools such as:https://calcolaascendente.it/because they make date/time discrepancies easier to identify during validation.My questions are:Do you recommend storing all incoming values in UTC before triggering automations? How do you handle daylight-saving changes for workflows that may run days or weeks later? Have you experienced

How we can send Attachments via Webhook Trigger from Freshdesk Automation?