Using Freshservice

Hi Product teams,Do we have plan to release feature that allow us to config Break time in Business hours in Freshworks Products. Use case: In Vietnam, we usually have 1 to 1.5 hour break at noon. Thanks & Best Regards,

Hi everyone! I’m Ana new here and excited to connect with you all! 👋I’ve just joined the Freshworks community and wanted to say a quick hello. I'm looking forward to learning, sharing, and growing with fellow users, admins, and experts.As someone who’s just getting started, I’d love to hear from you:What are your best tips for a Freshworks newbie like me? Any hidden gems or must-know features I should check out?  Are there any go-to resources, templates, or workflows you swear by?Feel free to drop your advice, favorite tools, or even a quick intro about yourself. Would love to hear how you’re using Freshworks in your world!Thanks in advance – let’s make this journey a fun one! 🚀—Ana 😊

Hi all,I'm exploring how to extend Freshdesk workflows with external data sources to improve customer service for local retail businesses. One example we're prototyping is integrating with a gold shop Mississauga that sells custom rings and provides live order tracking.Has anyone here built something similar where local product availability or custom orders are reflected in Freshworks solutions? Would love to hear about any webhook setups, API extensions, or challenges you’ve faced with regional e-commerce integration.Thanks!

Hi All,We have thousands of tickets in the system and would like an AI to go in and review all the ticket contents and say for example, this customer has continuous issues with X, Y and Z items.Is this possible?ThanksJon

hi guys,i’m integrating freshwork extenal app , frehservice OAuth2.0 in my application,  i have created client credentials in the developer page with guidance refernce link ,with steps given i have completed OAuth 2.0 token but in that token_type is Token , obtained  OAuth token token_type was ‘Bearer’ .next i’m perform api hitting https://domain.myfreshworks.com/crm/sales/api/contacts/filters headers : {Authorization  :  Token token=OAuth2.0 access token,content-type :  ‘application/json’}Response :{    "login": "failed",    "message": "Incorrect or expired API key"} co

I managed to get the JSON path of note from Web Request and Parse JSON in Workflow Automate, but how do I send the value to Trigger Webhook? I want to send the body_text to the webhook.  

Hello everyone,I recently faced a problem the speaker volume was completely reduced after my phone got wet. While browsing YouTube, I found an online tool that supposedly uses sound waves to help remove water or dust from the phone's speaker.After running the tool, it seems to have worked somewhat. It's called Fix My Speaker it's a web application, no need to install anything separately.I thought I'd share my experience here. Does anyone have experience working with such a tool before? Does anyone know how such a tool works or if there are any risks involved?I know this is not a direct topic for Freshworks but since we often work with mobile devices, it might be useful to know about such a tool.I'm waiting for your feedback.Thanks

I recently explored Wetherspoons' food and Wetherspoons drinks menu and was surprised by how smooth the ordering experience felt – from browsing their app to navigating pricing and food choices. It made me wonder: How does Wetherspoons streamline its menu updates and offers across locations? Are they using specific CRM, customer feedback, or digital menu tools that enhance customer interaction? Any insights on how they balance affordability with service delivery at scale? Would love to hear your thoughts, especially from those working with restaurant or hospitality tech platforms!

Hi!I want to export all tickets open in saturday. Is that possible? Regards

Hi, this seems like a fairly simple ask, but I am having trouble figuring it out. I have a service item that has a custom checkbox field. I need to export all tickets where this field is checked but I can’t figure out a way to filter out these requests using either the ticket filter/export or analytics. Is this possible? Thanks,Kev. 

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