Using Freshservice

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 

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. 

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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

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

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? 

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

Hi community, Is it somehow possible to show multiple announcements on the portal page?when I publish more than one announcement, only the latest is shown, but it should be possible to show more than one at the same time. Any ideas how this can be arranged? Thanks in advance!

Hi All, please can you advise on how I can possibly achieve the below?:ObjectiveEnsure Local Asset Admins can: Edit the Edit Properties Panel BUT NOT be able to edit the core information in the EDIT asset mode.  I am aware this is not natively possible, but is there a work around using, business rules, or field visibility options etc…We have global admins, who would be able to edit the core asset information.

Hi,Is it possible to change he size of the fields in a service request in FreshService? For example, we add a paragraph field to the end of some service request forms so users can add any additional notes but the field is tiny and difficult for users to use. For example,  I’d like to be able to resize the notes section as shown here   

Is it possible to have a user editable field in a service request form where the user can paste in an image? They can add attachments but that’s much more hassle for the requester and for the agent to work with. For example, if a user wants to request access to a folder they can enter the path, but it’s very useful for the requester and the agent if the requester can paste in a screenshot of the error message they receive what trying to access what they need. This is just one of countless examples where a screenshot is very helpful. Being able to add a custom field with all the options the description field has would be ideal  

When editing a Team Dashboard, I am given the option to add widgets for tickets based on filtered tickets lists views that I created/saved.  Although I can view the widget data on our Team Dashboard, the rest of my staff (same agent group) cannot view the widget data for any widgets tied to filtered lists that I saved.  They can only see widgets tied to data of Ticket views that are available at a global/workspace level. The error states, “[Ticket View Title] Widget’s data is inaccessible due to the widget’s filter settings”Is it a design feature (bug?) for Freshservice to not allow agents to view custom filtered lists created by other agents?  If that is true, then the Team Dashboard editor should NOT give the the option for creators to add widgets they w