Using Freshservice

Hi everyone 👋I’m just getting started with Freshworks and I’m planning to onboard a small team of 5–10 users. I’d love to learn from experience — What’s worked best in your team for training new users so they adopt Freshworks smoothly? Any pitfalls or mistakes you’d recommend avoiding when first rolling it out? Do you use a particular onboarding process or checklist (internal doc, staged rollout, live training, etc.) that made the transition easier? If you’ve done this before, I’d appreciate any tips or sample flows — especially for small teams.Thanks in advance! Looking forward to hearing your experiences.

There is an automatic workflow configured to close all incoming mails with an Out of Office message. Based on certain key words either in Subject or Body, the ticket gets closed. What will be the scenario if a user sends an email to IT support email, and the requester had kept his supervisor in CC.As per the process, the ticket is created in the system and a technican is assigned. But if the supervisor is on leave and there is an Out of Office mail from him to all recipeitns, includign IT support, the system triggers the workflow and closes the ticket. How to avoid such situations. Kindly explan any work around or a better aprpoach

Hello,I would like to ask if it is possible to make some adjustments to the filter section in the Ticket List.At the moment, there are several filter fields that our organization does not use, and when we need to filter tickets, we have to scroll a lot to find the fields that are relevant to us.It would be very helpful if we could: Remove unused fields Reorder or move fields to reflect our operational priorities This would make ticket searches much faster and more efficient for our team.Additionally, some users need to filter by multiple categories at the same time, but since the current control is a combo box, it only allows selecting one category at a time.This makes filtering quite inconvenient in daily operations.I am attaching an image related to the first request (filter customization).If you need f

Is it possible to sync Dashboards and Filters to the Sandbox and vice versa?

Anyone know if its possible to modify the form fields after submission?For example, we have start date and department.If they choose incorrectly, they will have to cancel and resend.When you edit the ticket, the description box is empty.  Wondering if there is a way for us to just edit the fields necessary after submission.

I am looking forWhen we raise a hardware request such as a laptop and enter all the required details, the request goes for approval. Once it is approved, I would like to generate a PO report in PDF format. Is it possible to set this up in the Freshservice helpdesk ticketing tool?

Hello,when my users make a service request to return IT items the system automatically generates a document. but my whole servicedesk and user portal is in Dutch. but the generated reply is in English and so is the email that the users receive.i can't find the setting to change this. it's really important for my users to receive this in Dutch.See attached image of the automated response from the system. 

Create rule from mailbox to always create new ticket, regardless of subject or header.  Need new ticket every time.  Is there a way to create a rule for this?

Our team noticed that our custom Freshworks URL is searchable on Google or other search engines.How can we prevent our portal from appearing in public search results?

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident?  I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs related to the Services, and then selected the Service in the “Affected Service” field - this related the SLA to the Incident based on the Service affected. Can anyone help?

Hi I’m Anjali Reddy, running a textile business. Seeking the Hinduja Swiss Bank contact number for account-specific questions or assistance.      

 Dear Users,Beginning October, 2021, Freshservice will be dropping all support for Internet Explorer browser and would recommend you to move to a more modern, user friendly browser.Why are we dropping support?Internet Explorer 11 was released over 7 years ago and has not been updated since 2015. It is currently being used by less than 1% of all the internet users and 3% of our customers.So, when Microsoft announced that IE will be retired for certain versions of Windows 10 on June 15, 2022, we decided to follow the course.What Next?For an enhanced user experience and

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted.  For testing, we are wanting to trigger creating a ticket for Critical notifications from Tenable. I’ve been scouring the web and Youtube to see if any further explanation of how to configure these aside from setting the Task window to once a week to run the recipe.Any insights or helpful places to look would be appreciated.  

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone has come up with a unique way of handling this.Problem:I want to keep historical data for service items easily accessible in the ticket so it can be referred to at all times in the state it was submitted. This is important to ensure we have an accurate record of what the requester selected, particularly around on and offboarding.Archiving Fields:  I understand that the field is referen

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely been able to add agents to contact groups. A use-case came up internally this past week with regards to new user onboarding - as our onboarding team were unable to add users to a specified a contact group. The users are agents, but (and I have also checked this) we are no longer able to add. Has anyone else experienced this?

Hi,I’m trying to create a workflow that will notify the requester when the agent adds a note to the resolutions tab. I’ve reached out to the support team and they’ve confirmed there isn’t a condition/function available yet for the resolutions due to it being a relatively new feature, but may be an enhancement coming soon. In the interim, has anyone come up with a workaround? Thanks in advance. :)

I am revamping our Onboarding with the new module, but there is no option for the stakeholders to deny an onboarding request. It doesn’t happen often, but occasionally our stakeholders will deny a request due to incorrect information or other reasons. That option is not available on the page they are sent to in the new module, only ‘Approve and Submit’. Is there a way to give them the option to deny the request and not create all of the child tickets once submitted as a denial?

Hi AllI see this question has been asked but I am not seeing an Answer. There is a script to use to Create Subcategories in the Service Catalog. Can anybody that has this script please share it with me and advise where to put the script in the portal.Thank You

What’s the best way to implement a guided “Report an Issue” form? We support a particular application for a business unit.  There are a number of issues this team might need to raise via our service desk however there are 3 different Level 2 escalation paths that are determined by the type of issue they’re experiencing.  I’d like to expedite and automate their support requests as much as possible and reduce the workload for our Level 1 support team. My idea was to create a custom “Report an Issue with <Application>” form for them, where they could choose from a dropdown box of components they’re having an issue with.  Depending on the selection, I would run an automation to automatically escalate to another team by moving it between workspaces or assigning to an L2 group. However I see there is only 1 request an issue form.  I don’t want to make a custom field mandatory that ALL other users would then have to complete.  What’s the best

Share how joining online communities or using tools like Freshworks has improved your workflow, customer support, or overall business growth. Discuss real experiences, tips, or strategies that made a positive difference in how you connect with and serve your customers.

My goal is to create a parent ticket assigning 2 child tickets. The 2nd child ticket has to be completed by a certain date. The parent ticket will have questions the agent needs to satisfy before going to the 1st child ticket. Parent Ticket (answer questions)Child Ticket 1 (do the first part)Child Ticket 2 (do the second part on another day)Reminder - receive a notification on the day assigned to do child ticket #2 I have created the template with questions for the parent ticket