Using Freshservice

Hi,In the Freshservice Sandbox environment, is the Neo Admin platform a separate, replicated instance of my production environment? I'm specifically interested in testing changes to password complexity settings without impacting my live production environment.

I have a custom card widget that’s been created as a shortcut to a Service Catalog item. This item however is only available to one requester group intentionally. While the item is restricted to all other requesters, the card widget is not. Rather, it will just redirect to an error page for anyone who is not in the designated requester group. Is there a way for me to hide this widget to only be viewable by this requester group to avoid others clicking on it and being concerned about the error page?

Hi everyone,I’m looking for a way to allow certain Agents to share their Canned Responses and Scenario Automations with other team members but without granting them full Admin privileges. We want to empower senior or specialized agents to contribute helpful tools and workflows while maintaining overall permission control.This is especially important for teams handling sensitive or regulated data like our support team for a daycare near me service platform where limiting access to system-wide settings is critical for compliance and safety.Is there a permission setting or role configuration in the system that allows this level of access granularity? Or is admin access currently the only option for sharing canned responses and automations?Thanks in advance for any guidance or best practices!

Hi,I have to create a new queue with all agents inside, but agents belong to different time zones (from US to China). Is there a way to assign the business hours to agents and not to queues?ThanksLapo 

I’ve been racking my brain around this. We use Freshservice for our internal staff and therefore require all users to log in before submitting tickets. Recently, we started using custom cards to make specific URL redirects more readily accessible to our staff.What I couldn’t figure out is how to hide these custom cards from the non-logged in users. Here is what it now looks like for both logged in and non-logged in users as well as the custom code we used to accomplish this. Mind you, I’m not a coder and used Copilot to accomplish this so there might be a better way, but this allowed us to accomplish what we needed:Logged In User Non-Logged In UserInsert this where your logic begins for {{#each cards}} on the Portal Home page: {{#if portal.logged_in}} <section id="cards-banner" class="banner-{{cards.length}}" data-ce="true" data-ce-type="section" data-ce-subtype="cards" data-ce-id="cards-banner" data-ce-

Happy Friday!At Freshworks, we truly value the insights and feedback from our community — your input helps shape the products and experiences we deliver.As we continue to grow, we’re eager to understand how our brand resonates with you. How does Freshworks stand out to you, and how do we compare to others in the industry?We’d appreciate a few minutes of your time (just ~8 minutes) to complete a short survey. There are no right or wrong answers — just your honest perspective. Your feedback helps us see our brand through your eyes and continue evolving in the right direction.Thank you for being an important part of our journey.👉 Take the survey

I am trying to implement custom scripts specifically on the offboarding page for the second part of the process(Reclaim Assets). Our imported assets have a naming standard, usually follow PREFIX-Serial#. We want to make it easy for the user to complete the form by changing the displayed name from the above to Laptop without actually changing the asset name in our inventory. I know how I can achieve this using JS but unsure where I can put the custom script under portal designer :(I’ve tried footer page and have had no luck. I assume this page is a public page and scripts implemented under portal designer do not apply? But than again, I have to sign in to access the page so I assumed this was not the case. 

Heritage Auctions is looking for a Freshworks Administrator to manage and optimize our Freshdesk and Freshcaller platforms. Have 3+ years of experience with Freshdesk & Freshcaller? Comfortable building automations, IVRs, call queues, and SLAs? Skilled in integrations, reporting, and training cross-functional teams? Passionate about improving customer experience through smart workflows and AI? Location: Near DFW Airport (Dallas, TX)Benefits: Medical, dental, vision, 401k, PTO, Daily PayPay: Based on experienceKnow someone who’s a great fit or want to apply? Reach out or send them our way or apply online directly at HA.COM/Careers

I have gone ahead and did a full data export, is there a way for us to download all the attachments and store them offline?  I know through the data export in the XML I can see a attachment URL, but i was wondering if there is an easier way to just download all attachments for a certain period.  thank you! 

I have gone ahead and done the XML export of all the data,  I’m trying to open the attachments but every time I click on the link it says. “This XML file does not appear to have any style information associated with it. The document tree is shown below.<Error><Code>MissingKey</Code><Message>Missing Key-Pair-Id query parameter or cookie value</Message></Error> “  I have created a API key and tried using that but still getting the same issue any insights on how I can be able to open attachments from the XML data.    Thanks, in advanced.

Hi,I am new to Freshservice. I created a custom form with user-defined fields. I also created a workflow that would take the field values and email them. I used the field placeholders to customize the email message to be sent. Once the form is submitted, the email gets sent, but the fields are all empty. Could anyone guide me on what I am missing? Attaching screenshots.Thank you. Form screenshot Body of the email that is being sent Screenshot of email received from Freshservice workflow 

How would user provide feedback? Is it possible to do it directly through email or do end users need to go through portal?

I currently have 2 separate ticket forms, and I would like to add instructions to 1 of the forms. How would I accomplish this? 

I have a question regarding the Freshservice portal for end users.  We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.Things are working well, but a few inquiries have have come about stating too many clicks and added time searching for items in three different fields to submit a ticket. Has Fresh thought about a generic ‘Search Field’ where a keyword is typed in and selected (pulling from the Category properties) that auto-populates the Category/Sub-Category/Item fields when a user finds what they are looking for? 

Hello community, Employee satisfaction among my users is around 20% with Freddy.AI. We're working on incentivizing positive ratings and building a knowledge base based on the "Not Helpful" feedback.Has anyone had a better experience? If so, how did you achieve it?

Is it possible to have place holders or other variables in scheduled tickets?We use the scheduler a lot, one example would be monthly windows update tickets. A new ticket is scheduled to be created on the first day of each month and gets automatically assigned to team looking after updates. The subject is “Deloy Windows Updates To Test Servers” but it would be great to have a variable so i could add the month and year to the subject.Is anything like that possible?

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We run an online t shirt store at Harwage.pk, and we’re encountering limitations with the current form structure in the Service Catalog.Our business often needs more dynamic and layered forms to collect detailed customer or internal input—for example, when reporting product issues, requesting design customizations, or managing returns. Right now, the current form setup doesn’t allow us to build multi-level conditional logic without having to create a separate form for each variation. This results in redundancy and maintenance difficulties.We’d ideally like to have one dynamic form with parent-child logic, like:Example: What is the issue? Sizing Issue Too Small / Too Large Design Issue Misprint Color Mismatch Other [Comment Box] But with current limitations, we need to build individual forms for each t-shirt style or issue type, which adds unnecessary complexity.Is there an ETA or roadmap plan to allow more advanced and scalable dynamic form cr

Is there a way to filter a ticket view in FreshService to show only those tickets that have a STATE of RESPONDED TO or NEW so the ticket view only shows these tickets?

Is Freshservice setup so that we can not allow a user to select a date in the past on a ticket?

I am configuring the new Offboarding module and curious how others handle this.  We have people who put in a notice obviously 2 weeks in advance, but sometimes in the nature of our business, it could be months in advance.  HR submits the ticket currently (I have a service item for Offboarding and not in the onboarding module) and a WFA that sets the due date as the offboarding date.  This does make some of the tasks/tickets go late because we do not disable their access until the day they leave.  With the Offboarding module, I want to do it differently.  How are people handling the due date for offboarding?  We want to disable AD access as soon as they leave, but the other tickets should have a later due date.  Do you have a WFA set to make the due date for the AD ticket the separation date?  And what about the other tickets?  If  you use a WFA to set the due date, do you use an API to get the separation date to set the due date?

I am currently working on a change template and I would like to add a specific CAB (Change Advisory Board) approval to it. Can anyone guide me on whether this is possible? Additionally, if anyone has experience with customizing change templates, I’d love to hear your suggestions on how to properly integrate the CAB approval into the process. Just like how precise tailoring is crucial for creating the perfect polo shirts for my brand, I want to ensure that the approval process in the template is equally well-structured and efficient. Any advice or examples would be really helpful!

We’re planning on moving to the new onboarding process, but have a question about assigning assets. Currently we just have a process for onboarding, and when an agent picks up the ticket we can assign an asset to the new user. With the new onboarding process I don’t see a means of doing this. Am I missing something? 

Hi All, Just wondering if anyone has a sampler code to add a “Go to Agent Portal” button or something like it on the ServiceDesk homepage? Something like the below - Thanks in advance. 

Hello Freshworks Community!!! Hope your week’s been off to a great start! Whether you’re powering through big projects or taking a well-deserved breather, we’re excited to have you here.I’m ​@Sai Swasthika part of the team behind Freshworks University — our customer learning platform built to help you master Freshworks products and drive real-world outcomes. We’ve recently revamped our platform to bring you a more structured, intuitive, and engaging learning experience — complete with new self-paced courses, certifications, and hands-on exercises tailored to real customer use cases that will help you learn, grow, and succeed with Freshworks products.If you are new to the Freshworks University, please Register & Explore here We’re excited to kick off a series of interactive virtual workshops hosted by our Community Subject Matter Experts, specifically tailored for our Learners to enhance their Product Knowledge.You’ll see more such sessions in the future covering product best practi