Using Freshservice

Has anyone found a workaround for managing auto-ticket assignment from the mobile app? I often run into situations where I'm out unexpectedly and can't access the desktop portal. It would be super helpful to toggle assignment status from mobile. Curious if anyone else is dealing with this or has found a good solution.

Is there a way for agents to turn on/off auto-ticket assignment through the mobile app? I know that agents can turn off auto-ticket assignment through the portal. I found a related request from five years ago - it would be extremely helpful when agents are OOO unexpectedly and/or sick. 

Hi Freshworks Community,I’m setting up Freshdesk for a small support team and want to automate ticket routing with third-party tools. Any tips for seamless integration?Details:Setup: Small business, using Freshdesk Pro (2025) for ~200 tickets monthly. Aiming to integrate with tools like Zapier or Slack. Context: Following Freshdesk’s integration guide, I’ve connected Zapier for basic ticket notifications, but routing logic is tricky. Steps Tried: Set up Zapier to send ticket alerts to Slack; works but doesn’t route to specific agents. Used Freshdesk’s Automations for basic rules (e.g., priority-based routing), but third-party integration is limited. Explored Marketplace apps, but unsure which are best for dynamic routing. Goal: Automate ticket routing to agents based on ticket type and expert

How to recover automatic deleted Spam messages? If deleted after 30 days.

 I am adding numerous Software Contracts as I want to be able to report on the license compliance per software entry.When adding software contracts you have a section called Item and Cost details, if you add multiple lines of items (different license products) will those items and quantities by picked up within analytics overview of  software reports, or would I have to add a software contract for every software item. I am asking this because we have a large Microsoft agreement with over 15 software items within it and I would like to group those items together within 1 contract instead of adding them individually and still be able to report and have visibility on the license quantities.  

Our organization has service request where non-IT Agents are set as Approvers. Since they don’t have access to the Agent dashboard, there’s no visibility for them to view the agent and requestor notes/replies, or add their own.Anyone aware of settings in Global Admin to make the service request process more transparent for non-agent approvers?

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Is is possible to make changes/additions to a change/project/asset/etc.… via email using a specific format/key?

We've just started using Freshservice as of today. We have used Fresdesk for the last 1.5 years. How can I change the order of ticket conversation so that the newest reply is on top? I asked the support chat and they said it is not possible, but maybe there is some kind of a work around so that we don't have to scroll all the way down to see the newest reply in a ticket?  

We have a set of tickets that trigger an approval to a user’s manager.I can get the overall time from ticket until resolution, but I’d like to know the splits between how long the approval part took, and then how long it took us to reach resolution. This would allow me to analyse where the process is slowing down.Is that something that we can get reported on for this type of ticket? 

In FreshService Assets, is there a way to make a custom field unique such as a field called HOST NAME? 

How do I enable agents (and requesters for that matter) to see a requests content after a service has been submitted? I know that this article at the end mentions that by default it is only visible when the request is submitted, but it does not mention how that can be changed.https://support.freshservice.com/support/solutions/articles/199643-configuring-the-service-catalog-agent-guide-

Hi i need to retrieve purchase order through API with filter as below“created_at” and “created_by” but purchase order doesn’t seem have this filter, which is unusual, can anyone shed some light?else the purchase order API will be totally unuseable as i have to always retrieve all "https://abc.freshservice.com/api/v2/purchase_orders"ref @Service Desk API for Developers | Freshservice  thanksJonathan

How can I delete my account? I have to change my email which I cannot so I’m thinking of deleting the current account and making a new one with another company support email. Please help. 

Hi EveryoneI hope you are all well. Can anyone give me advice on how to get my company logo on the heading of a Purchase Order PDF please.I know Freshworks is predominantly a ticket system, but for the last few years I have gradually introduced other elements of Freshworks such as the Inventory. The PO system is very basic, but ideal for our needs. I have looked through any previous requests but could find only one, and sadly this did not work for me.Any advice would be gratefully received. Thank you.John

I have a verified user who has a merged account.  He’s been converted to an agent but is unable to reset his password.  He gets the link but when he tries to login, it tells him that he’s used the password before.  He’s never logged in.He’s cleared his cache and cookies and tried two different browsers with no success.I’ve removed him as an agent and promoted him to an agent again with no success.What else can we do? 

Hello, I created a custom profile attribute in Okta called “IsManager”. I also created a custom user field in Freshservice with the same name. I would like to map the Okta field to the Freshservice field. I began by using the Profile Editor in Okta to add this attribute to our Freshservice SCIM provisioning mapping. Here is a screenshot of what I’ve attempted without any success. I’m very new to this, so I’d greatly appreciate any guidance!  

I’m using Tasks on my Tickets - With the numbering, the tasks are not refreshing with a new ticket. Ticket 1, for example, might have two tasks. Then on Ticket 2, the first task is numbered 3 and so on, Can this be changed so that task numbering are unique to the ticket? Ticket 1 tasks 1-3, Ticket 2, Task 1-3..etc. 

I am creating an onboarding journey and I’ve added a few custom fields to collect information on system access for systems that the IT group (the only ones in Freshservice) doesn’t own. I want to send notifications to the owners of these systems if it is selected telling them to add the user. However I do not see the option for that custom field in Workflow Automator. How can I send emails that are conditional on the value of a custom field added to the first form in the onboarding journey? 

FreashServicePS I've been unable to use the filter parameter when querying tickets.Example on how I’ve tried using the parameter:Get-FreshserviceTicket -Filter 'sub_category:Change User'#OrGet-FreshserviceTicket -Filter 'requester_id:1234' 

I'm implementing a new feature on the website: a one-on-one consultation service.However, I don’t want to use the Freshchat widget to enable customer-service chat.I’d like to implement my own UI. Is there a way to do this? If so, could you provide relevant documentation?

Recently, there appears to be a change to “recent activities.” It is a great feature that needs to be fixed to continue it to be a great feature to use.   The change recently that I have seen is that it is no longer readable or easily usable.    When opening recent activities at the top right it only shows a partial list when it could use the entire screen length.  The last activity is cut off and cannot even see the ticket that was recently accessed/replied.       The last version allowed users to Ctrl+Click to select each ticket and open them in a separate tab.   The current version; still allows the Ctrl+click and tab opening; but now closes the Recent Activity Tab after one click.  In order to open the next activity on the list; we now have to view recent activities which refreshes the list back to the

One a user is assigned as a Business Agent; they are considered agents. They can no longer be included as Requestors in Requestor Groups in other Workspaces. Making them an Business Agen should not affect them as requestors in other workspaces.

Is there a way to be able to link solutions to tickets (incidents or service requests)?I know you can send the user the solution from within the ticket, but it doesn’t tie the ticket to the actual solution. If this was possible then it can demonstrate or validate the solution, report on how many times the solution had been used in ticket resolution etc. I see you can link solutions to problems, but is that the only way?

After much trial and error, I have finally managed to get MS Power Automate to create a FreshService ticket with a PDF attachment.  However, while the FreshService ticket shows an 8Mb PDF attachment, When I open the PDF document it’s completely blank.Any thoughts on what I may have done wrong? ADDITIONALLY: I can send the exact same file in MS Power Automate via email, and the PDF document shows correctly when opened.