Using Freshservice

Hi,One of my customers wants to clear up their contacts within freshdesk and they have asked me to move some older tickets (95) under one name. I looked into Scenario Automation and found the option “Set Customer side Primary Contact (Name, Email & Phone number) as” but there are no examples what the syntax is of this automation.Has anyone had success with using this ? Thanks,   Harry

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Hello Everyone!Thank you for the fantastic response to the Freshservice Benchmarking Report walkthrough session! 🙌​@Anusha and ​@viswanatha.mehta  will be walking you through the highlights of the report, including: 📊 How organizations like yours are performing across key ITSM benchmarks 🔍 Emerging industry trends and where teams are investing 💡 Actionable insights you can take back to your own service operations ⚠️ Note: This is not a product demo — it’s a focused walkthrough of the report and insights only.👉 Join directly using this link (if you haven’t received one already):https://freshworks.zoom.us/webinar/register/WN_ZA4RqMJoQJyxYrjtzRlSxg📥 Download the report ahead of time and come ready with your questions:https://www.freshworks.com/freshservice/benchmark-report-2025/We’re excited to dive in with you and explore how these benchmarks can guide your IT strategy. 🚀

Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar/register/WN_zc1VkOwISK-KzdVBX7Zyng🎥 RecordingIf you can’t join us live, don’t worry. The session recording will be posted right here on this thread after the event, so you can catch up anytime.This thread will also serve as a follow-up space — so you can continue the conversation, share takeaways, and ask anything else once the session is done.Looking forward to seeing you there! 

Hi all I've recently added the SaaS module, primarily to manage Microsoft 365. After integrating it, I noticed that all my guest accounts were automatically listed as requesters. I was able to clean this up manually once, but it’s not ideal. The bigger challenge for me is the workflow. I’d love to hear how you’re handling this. Under "Software," the Saas Module created a new entry called Microsoft 365, which includes all the licenses we have in our tenant. However, I’m unsure how to assign these licenses to individual users. I need to distribute specific licenses—not just the general Microsoft 365 bundle. For example, one user might have Visio, while another doesn’t. All licenses are grouped under the Microsoft 365 entry, which makes it hard to manage. I hope that makes sense.Additionally, the SaaS module automatically created separate software entries for some Office 365 applications like SharePoint, OneDrive, and Outlook—but not for all. I’m not sure why only certain apps were added

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In today’s fast-paced world, customer support teams are under constant pressure to deliver quick and efficient solutions. With the rise of AI, tools like Freshworks are revolutionizing the way businesses handle customer queries.In this post, we’ll explore: The key features of Freshworks AI. Real-world examples of AI improving agent productivity. Tips to integrate Freshworks with your existing tools. For more insights, check out this detailed guide on Rate Today.What are your thoughts on AI in customer support? Share your experiences below!

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Hi everyone,I’ve been studying businesses in tourism and saw a provider offering boat rentals Muskoka via pontoonboatrentalsmuskoka.com.I’m curious about the operational side of such a business: How do you manage peak season surges while maintaining service quality? What strategies help with staffing, maintenance, or equipment turnover? How to balance availability vs. overbooking risk in a weather-sensitive business? Which customer support or booking policies tend to reduce cancellations or disputes? If anyone here has experience in service operations, seasonal businesses, or rental models, I’d love to hear your insights or pitfalls you encountered.

Hi all,I’ve been exploring tourism service models, and saw a company offering Lake Simcoe boat rentals via muskokaboatrentals.com/boat-rentals-lake-simcoe/.I’m curious about the operational side—if you run (or know someone running) rental services, what are the biggest hurdles? For example: maintenance, insurance, seasonal demand, staffing, or regulatory permits.Would love to hear your experiences or advice from running or consulting in similar ventures.

I struggled with the existing instructions, hopefully these steps are clearer:By default, there are five asset states in Freshservice,In Use : The asset is currently being used by somebody in your organization. Missing : The asset isn’t being used, but cannot be used since it’s missing. In Transit : The asset has been ordered from a vendor or is being moved. In Stock : The asset is readily available for use. Retired : The asset is too old, or isn’t functional and has been retired. Add your custom asset state here for our team I used recycled/ destroyed.Follow the next steps:Click on Hardware Field (Parent Folder) Choose Edit  Click just right outside the “Asset State” field (when cursor changes from one pointer to four pointers) a new menu opens. In “Field properties” Add a new asset state by clicking "+add new choice" and select done. Choose “Update” in right top corner. Refresh page and voila.  

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

Context / GoalI’m trying to build an automation in Freshservice that sends a Slack notification when a ticket stays in Open or Assigned status for more than 7 days. The idea is to alert the IT team so that old, unattended tickets don’t get stuck without action. Setup so far  I’ve built a Workflow Automator that:   Triggers daily. Checks ticket conditions (status, agent response time >168h, workspace, agent assignment). If conditions are met, it should send a Slack message to a channel. I also considered using Supervisor Rules (since they are time-based), but they don’t allow Slack actions directly. To work around this, I tried combining Supervisor Rules (to tag tickets) with Workflow Automator (to catch the tag and post to Slack).  Blocking issues / doubts  Triggering: Workflow Automator is event-based, so it doesn’t easily “scan” existing tickets unless combined with Supervisor. Slack action: In Supervisor Rules, I don’t see Slack as an available action (only em

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

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Hi everyone,I’m looking for tips or best practices to make apps run smoother, especially for gaming and high-performance usage. Sometimes heavy games lag or drain battery too quickly, and I’m curious if there are settings, tools, or methods that can help improve overall performance.If you’ve tried any effective solutions or tweaks, I’d love to hear about them. Also, I found some helpful resources on this topic — you can read more here.Thanks in advance for your suggestions!