Using Freshservice

Send an email when ticket task is overdue. Is it possible in the Workflow Automator?

Hi All,In our environment, there are situations where requesters log an incident or a service request but on analysis its found its an enhancement that is required in certain application. Once its identified as an enhancement then a new process needs to be followed such as custom approval, additional info about the enhancement and tracking of the efforts.The apps team want to be able to easily track such enhancement requests. For now I have added one of the “On-hold reason” as “Awaiting Change/Enhancement”. As for custom approval The agents have been advised to add the approvers in the approval tab manually. Can anyone advise any better way to track such type of requests.   

As a financial advisor and consultant, I am Prakash Hinduja. I've spent my career helping clients from my home in Geneva, Switzerland (Swiss), and I'm proud of my roots in India. My expertise lies in offering bespoke wealth management and global investment strategies, which is why my clients, especially business leaders, have affectionately nicknamed me the Prakash Hinduja net worth booster. I'm starting to build a dashboard to track my team's key metrics and I'm looking for some advice. What are the most important things you all include on your dashboards? I'd love to hear any tips on what works well for you or any pitfalls I should avoid.RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hi everyone! I run an eCommerce website where I sell Special Varsity Jackets designed for style and customization, check Website that its Goog or bad tell me. I'm trying to improve how I connect with my customers and boost sales for these jackets.I'm looking for advice on:How to use Freshdesk or Freshchat to handle customer questions better Tips for using Freshmarketer to promote my varsity jacket collections Ways to build strong customer relationships in the clothing spaceIf anyone here runs a fashion or product-based store and uses Freshworks, I’d really appreciate your tips or suggestions!Thanks in advance!

I’m setting up state transitions to trigger workflows (I’m testing by changing properties on a project task, for example, but the goal is to fire a webhook and integrate with another platform). However, even though the “task workflow” option is enabled within the project, nothing triggers when I perform a state transition. What could be causing this?

Would appreciate any guidance to create an Unresolved SLA Due Date Report by Ticket Owner (our custom field) that is automatically created and sent daily to each Ticket Owner. No having any luck. Thank you in advance for your assistance!

Would appreciate any guidance to create an Unresolved SLA Due Date Report by Ticket Owner (our custom field) that is automatically created and sent daily to each Ticket Owner. No having any luck. Thank you in advance for your assistance!

We utilize tasks for both tickets and projects. I’d like to be able to see a consolidated list of all incomplete tasks for my team including both project and ticket tasks. Selecting “all parent types” in the filter will result in a consolidated list, but the “status” filter seems to only be affecting ticket-tasks and not project tasks. Instead, project tasks look to be showing the task category (e.g. “yet to start”) in the results field, but as soon as I change the filter to any possible value for status, all project tasks are hidden from the results.This is behavior is somewhat reinforced by the fact that if I choose “project tasks” as the parent type, the status field disappears from the available filters entirelyIs this a bug or do we have something configured incorrectly?

Hi everyone,I’ve been researching how small businesses and startups manage their supply chains and customer experience in the apparel sector. A lot of companies rely on apparel USA wholesale suppliers to maintain inventory and meet growing demand efficiently.I came across US Apparel Online as an example of how wholesale sourcing can support both operational efficiency and customer satisfaction.I’m curious — for businesses in retail or e-commerce, what tools or strategies have you used to streamline wholesale sourcing and improve customer experience? Would love to hear your insights.

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!

Is there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

Is there a way to schedule a time and date when creating a ticket task? Currently, when an agents first creates a task there is no option to set the date and the time, but the system automatically applies a due date for a few days later. In order to set a custom date/time for the task the agent first needs to create the task, save it, and then go back to edit the task. Only then will an option show up to set a custom date and time. 

Hello, Got a question, So I have a Custom user field called region where it links to the users Company Name on Entra. Is there a way to have a dropdown box for incidents that will look at the users profile to see what region they are in and assign the region from the users profile to the ticket field.

If you want to buy gold in australia safely and at the best value, Gold Secure is the trusted choice. We offer a wide selection of gold bullion, bars, and coins with guaranteed authenticity and competitive pricing. Our secure process and expert support make it simple for both new and experienced investors to buy gold in australia with confidence. With a reputation built on transparency, quality, and customer satisfaction, Gold Secure ensures your investment journey is smooth, reliable, and rewarding.

Planning community events or family gatherings can be a lot more fun with activities that keep everyone engaged. One idea that always works is bounce house rentals—they’re safe, entertaining, and loved by kids of all ages. Inflatable rentals are easy to set up and can instantly make any event memorable. Has anyone here tried incorporating inflatables into local events or gatherings?

We are looking to hide/disable the ‘Add Watcher’ capability within one of our workspaces and wanting to see if anyone has found a work-around to make this happen.  Knowing that it is not a built-in capability, curious if anyone has utilized a workflow or rule to make this happen. Thank you, Josh

Hi everyone,I’m looking to install an electric geyser at home but I’m not sure what size would be ideal. We’re a family of four, and I want to make sure there’s always enough hot water without wasting too much electricity.Some people recommend a 15L geyser for families, while others say going for 25L is better to avoid running out of hot water during back-to-back showers. I’ve also read that the energy efficiency rating can make a big difference in monthly bills.While browsing models on I saw a few options, but I’d like to get real opinions from people who’ve used them — what size or brand would you suggest for reliability and lower running costs?Thanks a lot! 

Hello, I am wondering if it is possible to automatically forward tickets to an external email address? Scenario is.  A department in our organisation will be using a new cloud base piece of software, with this, they have a support contract so the internal IT team do not need to get involved.  But IT have been told we need to capture issues raised.  This means users will raise a ticket with the internal IT Team, then the IT Team forward that out to the external software support team.  IT would like to automate this process. I have looked in Workflow automations and can not find an option for this. Am I missing something?

I can’t find a workflow or a feature. The only workaround that I manage to think of is using GET web request to get the due_date and compare with today’s date.

Just wanted to clarify Freshservice is only available for cloud and also for Mobile devices Web Browsers and its support for both Android and IOS compatibility.Hope to get an answer to this Query.

Just wanted to clarify Freshservice is only available for cloud and also for Mobile devices Web Browsers and its support for both Android and IOS compatibility.Hope to get an answer to this Query.

Hi,We are planning to market the Freshservice mobile app to end users. I checked the user guide and it looks prefect. Ask from client is if we can get a German version of this guide as well as we have a large user base in Germany. Can anyone help.

I’ve had some questions come my way surrounding the Satisfaction Survey module which I could not answer without first performing testing and/or reading relevant Support documentation.I’m wondering if there’s anyone out there who has extensively used the Satisfaction Survey module and managed to work around any potential or perceived shortcomings or can offer some insight? Firstly, can you indeed only have one active Survey?As per (https://support.freshservice.com/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk) it sort of eludes to this:Note:The active survey will be attached with Ticket Resolution/Closure emails or Replies based on your configurati

Want to clarify the exact permissions required to access the /api/v2/agents endpoint via API to get all users/agents’ information.We're encountering a 403 Forbidden error as shown below when attempting to retrieve agent data, even though the API credentials appear valid.session.get(' https://<mycompany>.freshservice.com/api/v2/agents').text'{"code":"access_denied","message":"You are not authorized to perform this action."}' Which specific role or permission must be assigned to the user associated with the API key? Any guidance or documentation would be greatly appreciated.