Using Freshservice

Hello! We really need the ability to save tickets and their attachments from Freshdesk to our Google Drive. Is this possibility being considered? 

Hi,I want to use emojis in ticket titles in Freshdesk.Some will work, some are replaced by question marks. ☹️Why?! The ones that won’t work can be inserted in the description. Exemple, this one: 💻.Where could I find the list of supported emojis?  

Most companies use CRMs and helpdesk software reactively. This article will explore how businesses can use Freshworks’ data analytics to move from reactive support to predictive service, improving retention, sales, and satisfaction.

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Hello Community, With more than two decades of experience in the global finance sector, Dario Schiraldi, a senior executive at Deutsche Bank, has led key areas like investment banking, asset management, and private equity. I’m joining the Freshworks Community to connect with users, exchange tips, and learn new ways to optimize Freshworks tools for business success. I’m eager to explore solutions, troubleshoot issues, and stay informed on updates.

I am an admin in Fresh Desk. 2 days ago i was able to move new KB articles to the top of the list in the category. For some reason today I am unable to do so.I have tried in 3 different browsers, logged out of Fresh Desk / Fresh Works and logged in again. Still having the same issue.Does anyone have any other suggestions?

Hi everyone,I’m working on a workflow in Freshservice that sends data through the Web Request node to a custom API. I’m building an array using the Expression Builder, but I’m running into issues where the values get wrapped in single quotes instead of double quotes, which breaks the API call.Even when I try using liquid filters to replace the quotes, it doesn’t seem to work. Manually entering the array with double quotes works fine, but when it runs through the workflow, the body is empty.Has anyone found a reliable way to force double quotes in an array using the Expression Builder or liquid filters?

How would we go about attaching an email that was sent directly to an agent as a private note within an existing incident or service request?  I understand how to use the [INC-#] command in the subject line to send an email but those emails are public responses and therefore send off to everyone on the ticket.  I would like the entire response to be marked as a private note.  I attempted to use the @Simonsays that’s listed in the Email Commands at the start and end of the email but no combination of action and note (action:note, “action:note”, etc) marked the note as private, the entirety was still listed as a public response. 

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Hey Freshworks Community!I run LaMeloShoes.com, a niche eCommerce store dedicated to fans of LaMelo Ball's footwear. As we started growing, we faced challenges managing customer queries, tracking orders, and providing fast support.We recently started using Freshdesk to streamline support tickets and improve customer satisfaction. It’s been a game changer for our small team!✅ Instant responses to order tracking questions✅ Smooth integration with our Shopify store✅ Better SLA handling during sneaker drop days!Has anyone else here used Freshworks for niche eCommerce? I’d love to hear your tips, automations, or app integrations that have worked for you.Also, feel free to check out our store and share your thoughts: https://lameloshoes.com

We haven't been able to translate the portal for several months.We systematically receive this message when retrieving the file, I'm at a loss.  

Hello everyone,I would need to understand how to properly configure SLA and OLA on this specific scenario.My customer, Company X has SAP and obviously has a supplier for handling requests/incidents.However, all requests are assigned to a first level (L1) with Company X operators having an SLA (let's imagine 2 hours first response and 4 hours resolution).If L1 fails to resolve they reassign the ticket to the second level (L2) with operators from the SAP supplier. The SAP supplier has an SLA contract with Company X (let's always imagine 2 hours first response and 4 hours resolution). How can I track both SLAs? It seems that freshservice while allowing the creation of different SLAs applies only one to the ticket overwriting the previous one (even retroactively). That is, in update the new SLA is applied counting the date of creation and not update (if L1 has SLA 4 hours and at 3:59 hours reassigns to L2, the latter will have 1 minute to resolve). Maybe I

Hi. Is there a way to edit the marketing list on a contact? If not it would be great if something like that could be implemented as I have to delete a contact and recreate it to move it to other marketing lists.

Hi Freshworks Community,I’m using Freshdesk for a Shopify store (~100 tickets/week) to handle customer queries like order status and returns. Manual responses to repetitive questions are time-consuming. I’ve checked Freshdesk’s automation guide (https://support.freshdesk.com), but setting up rules for dynamic replies feels tricky.Setup: Freshdesk Starter, Shopify integration, ~10 common query types.Steps Tried:Created ticket rules for keywords (e.g., “track order”) to assign agents. Tested canned responses, but they lack personalization. Explored Freddy AI, but unsure how to train it for e-commerce.Questions:What’s your approach to automating responses for e-commerce queries in Freshdesk? How do you make canned responses feel personali

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Good Afternoon Just wondering if there are any users of FreshService that have used the chatbot as a support feature and how has the experience and  feedback been?

Hello everyone,I currently manage two Freshdesk portals; let's call them Portal A (the main one) and Portal B. The intention behind setting up Portal B was to have a completely separate and independent environment from Portal A, with its own tickets, agents, and workflows.However, I've noticed that agents who are logged into Portal A are still able to view tickets that belong to Portal B—and potentially vice versa. This overlap defeats the purpose of keeping the portals isolated.Example:A ticket is created for example.com, which is associated with Portal B, but it still appears in the ticket view for agents working in Portal A.Ideally, I’d like each portal to have its own set of agents and tickets, with no visibility or crossover between them. I’ve looked through the settings but haven’t been able to find a way to restrict agent access to only one specific portal.Is it possible to enforce such separation between portals in Freshdesk?If

Is it ideal when a Ticket or Request or Change is submitted but it is rejected, does it mean you need to submit another ticket or Request or change? just to apply the remarks? what is the best way to this process?

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshservice APIs now support OAuth flow. The article directed me to your documentation at https://api.freshservice.com/#intro. However, only api key authentication is mentioned.Can someone share the steps I need to take to implement my integration using OAuth authentication flow?

Hey everyone,I work for a clothing brand called Hellstar, and I’m feeling a bit overwhelmed trying to keep up with customer inquiries and improve our support process. I really want to get a handle on using Freshworks tools to make things more efficient, especially for e-commerce and customer service. Are there specific Freshworks products or tips anyone in fashion or retail could share that have helped streamline customer support? I’d be so grateful for any advice!

Hello!My desired workflow:Customer emails us asking for records. We setup an automation in Freshdesk to automatically email the customer back with a list of what we need exactly from them to pull records. Then customer responds. We then can process their Freshdesk ticket.The problem is that I am unable to discern, by looking at the list of tickets, when the customer has supplied this information. The ticket always indicates “New”. Is there any way to configure Freshdesk to let me know when a customer has responded to a ticket based on a reply from an automation? Thank you

I currently have a prechat form on my knowledge base, but I also want to delay the appearance of the chat button by X seconds.Via the SDK for Freshchat, I know how to initiate a delay of x seconds when my Knowledge Base loads. Via the SDK for Freshchat, I know how to set up a prechat form to capture user data. My question is, how do I do both? How do I have a prechat form and delay the appearance of the chat widget by X seconds? I can make one or the other work, but not both at once.Any advice would be most welcome

How do you designate which agent groups appear in this Responder Group drop down?  The only one that appears there for us in the Infrastructure Group.  

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