Using Freshservice

I can only find the ability to turn on Freddy ticket category suggestions in Global Settings. What if one workspace wants it and another doesn't? Or what if one agent likes it and others don't?  It seems a bit inflexible to make either every agent have it forced on or forced off. Shouldn't it be up to the individual agent if they want it or not? So how do I allow agents to turn on or off Freddy ticket category suggestions on their own account?

My manager wants me to add some questions for customers when they submit tickets. Those questions are long text so the current layout is no longer good. Currently for all the ticket fields, the titles are on the left side next to them. How can we put the titles above ticket fields? Do I need to change CSS or the new ticket page?Sorry I am new to CSS and Scripts.

Tags for Tickets / Solutions are inside the workspace, but Projects exist outside the workspace. I can’t seem to locate a place to Edit the Project Tags. Since tags are ‘free text’ fields, we have some that have typos that need to be cleaned up and consolidated.Where can I edit Project Tags?

We are developing a custom app to capture updates made to agents and requesters and send them to our middleware. However, we’ve noticed that changes to the Department field are not being captured in the changes JSON payload.Could you please help us debug this issue and confirm why the Department field changes are not being tracked?

Hi, is there anyone who know that how to place a blog post on freshworks.com.If freshworks team seeing mah message. Please let me know the procedure.Thanks

Is there a way to run an automated workflow either as an event based or scheduled workflow every hour or every 15 mins as it appears that in FreshService it can only be set to once a day yet FreshDesk allows admins to configure “run hourly” triggers.

We have multiple teams that work on a tickets with one team being the owner of the parent ticket overseeing the necessary actions are completed on the child tickets. We need to be able to have a note added onto the parent ticket when a child ticket is resolved as currently agents have to go and manually check child tickets which is tie consuming.

Currently, the system does not have the capability to export changes associated to a release. The ability to disable association tab after a particular status should be provided.

 I am testing adding a script to Customize support portal. When adding and saving a script, I get an error message - ‘scripting is temporary restricted to avoid spam’ Any idea how to unrestrict this?

"I have two options to provide the end user with a satisfaction survey: after the ticket is resolved, there will be a pop-up widget, or there will be an email notification informing them that their ticket has been resolved and requesting them to fill out a survey form."I want to know the step-by-step configuration on how to do this kind of options.

How to remove the access to “Services” under “IT Operations” module in freshservice without affecting the access to the “Assets” module. Because “Services” is implicitly tied together with “Assets”.  

Hi, I have a service request that triggers workflow which adds a bunch of tasks. I also have a task workflow that runs when tasks are created that is supposed to set the due date of the task to that of the ticket. But for the life of me cannot get my task workflows to execute at all, even after adding some timer nodes to prevent them from running for a few minutes after the request is made. Any tips for using task workflows to set task due dates? 

Hi, I’m trying to make a business rule that will hide a ticket field in all instances unless the ticket is a specific service request. Here in the conditions field of the business rule both “Current Ticket.Item” and “Ticket Forms.Item” dont show when typed in. The fields take the input, I can backspace for as many letters as I type before the begins taking out the condition and the field. But no dropdown appears and pressing enter does nothing.Anybody know how I can hide a field on all tickets but one specific request item?    

Hi,I have a setup where I’m using Transactional Email templates triggered using Zapier webhook and the the integration itself works fine and triggers the given email as soon as the data is sent to webhook.But when I enter the variables like {{token::first_name}} to the email template which is being triggered the email is not being sent at all, although the Zapier says the data is sent to Webhook with 200 status. I want to map this first_name to the email template and then send the email, but this {{token::first_name}} is not working, the Zapier doesn’t allow to change the data object to tokens, as given in the API documentation.Please let me know how to resolve this issue.

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Hello,I’ve a PowerQuery in Power BI which is loading my tickets, works perfectly! Except that when I want to refresh the dataset online, I’m faced with an error saying: This dataset includes a dynamic data source. Since dynamic data sources aren't refreshed in the Power BI service, this dataset won't be refreshed.According the MS Forums, I’m being advised to use RelativePath in the query but I got an error that it’s been a Bad request. Thing is, I wasn’t prompted to enter the API key again. Can you help me out setting it up?

Hi,I need to send Activation email in Freshdesk to a filtered list of unverified contact. The standard view “Unverified contact” list all the contacts but I need to apply some filter like “All unverified contact of a specific company” or with a specific value in one of the custom field that I have defined. Why don’t you add the filter option also to the Contact entity like we have for the ticket entity?Nicoletta

Hello.  I’m a new user and new to this forum.How do I search the description of open tickets  in Freshdesk for a keyword then update the entire result set, either manually or with a scenario (which is still manual)?Thanks,  Chuck

Hi allHere’s my question which I might bounce over to IDEA if it’s not just me being blind! LMAOI need to find all the tickets from any time whose Subject Line begins with “new client” and then bulk update their Cat>SubCat>Item to the new value I created recently.I go to Search and type in “new client” and filter on Tickets as here.Then I further filter the Requester to my API agent (SMART Sentinel).So far so good right?But now what?There’s no way for me to take a bulk action on these tickets - there’s no way for me to “transfer” the search back to the Ticket View so I can take the bulk action.The search results are meaningless since there is no action available after “finding” these tickets. PS this is my 3rd attempt to post this banal question 

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Hi i want to ask either i am allowed or will be appreciated to share my work on this platform or it may be rejected, Here is my project

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!