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 Use this time to clean up outdated records, review workflows, and define what data truly needs to move. 2.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 befor

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?

#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?

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? 

Hi everyone,I am trying to integrate the Freshchat web widget into a custom HTML5 application for bug reporting and user feedback, but I am running into a CSS/touch-event conflict on mobile viewports.I recently integrated the snippet into hang 5, which is a daily word puzzle web app. The game relies entirely on a custom on-screen keyboard built with CSS grid at the bottom of the screen.The Freshchat bubble sits in the bottom right corner. While the visual bubble itself is small, the invisible iframe container (or the surrounding padding) seems to overlap the "Enter" and "Backspace" keys on my game's keyboard when viewed on iOS Safari and mobile Chrome. This causes players to accidentally open the chat widget when they are just trying to submit a word.Has anyone found a clean way to override the widget's default bounding box or z-index so it strictly wraps the bubble without an invisible overlay? Or is there a custom initialization parameter to add more bottom/right margin specifically

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I have not received any reply so far, and my issue remains unresolved.This is becoming quite frustrating as I need clarification on my invoice urgently for finance reconciliation purposes.Could anyone please advise:Is there another support channel or escalation path for billing issues? Is there a direct account manager or escalation email for urgent cases? Has anyone experienced faster resolution through a different Freshworks contact method?I would appreciate any guidance from the community or Freshworks staff on how to escalate this properly.Thank you.

I’m exploring the challenges around Indian-language font conversion, especially Shree Lipi, Tamil/Bamini, and Unicode. Many older DTP workflows still rely on legacy fonts, while modern systems use Unicode.Has anyone here worked with legacy Indian fonts or faced Unicode conversion issues in multilingual content?All issues solution on thishttps://unicodetoshreelipi.com/

Not all your tickets need to migrate. Filtering lets you move only what matters.Most teams migrate everything by default. Then they spend days after go-live cleaning up resolved tickets from three years ago, closed spam, and test records that never should have moved. Data filtering during migration prevents that.It lets you define exactly which tickets transfer to Freshdesk or Freshservice. Less data means faster migration, a cleaner target system, and less noise for agents from day one.Why filtering mattersMoving all your data sounds safe. It isn't always. Here's what unfiltered migrations lead to:Agents waste time in a cluttered system full of outdated or irrelevant tickets Reporting gets skewed by historical data that no longer reflects current performance Migration takes longer, increasing the window of risk Storage costs in the new system grow from day oneFiltering gives you a cleaner starting point.One important thing to understand firstThe filters available during migration depe

Most enterprise help desk migrations run on standard shared infrastructure. It means multiple organizations, one common environment, data processed in a pool that your security team doesn't control. For enterprises without strict regulatory obligations, that's workable. For those that do, it's a non-starter.Private Cloud Help Desk Migration is built for enterprise teams operating under strict security policies, data residency mandates, or regulatory frameworks that shared infrastructure can't satisfy. If your legal, security, or compliance team needs to sign off on how and where your data is processed during a migration, standard tooling typically can't give them what they need .If your team is asking questions like "where exactly is our data processed during the transfer?" or "can we guarantee it doesn't leave a specific region?" — shared infrastructure doesn't have a satisfying answer. That's the gap Private Cloud Help Desk Migration exists to fill.What actually changes with Private

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

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 !!

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.

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