Using Freshservice

I’ve had some questions come my way surrounding the Satisfaction Survey module which I could not answer without first performing testing and/or reading relevant Support documentation.I’m wondering if there’s anyone out there who has extensively used the Satisfaction Survey module and managed to work around any potential or perceived shortcomings or can offer some insight? Firstly, can you indeed only have one active Survey?As per (https://support.freshservice.com/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk) it sort of eludes to this:Note:The active survey will be attached with Ticket Resolution/Closure emails or Replies based on your configurati

Want to clarify the exact permissions required to access the /api/v2/agents endpoint via API to get all users/agents’ information.We're encountering a 403 Forbidden error as shown below when attempting to retrieve agent data, even though the API credentials appear valid.session.get(' https://<mycompany>.freshservice.com/api/v2/agents').text'{"code":"access_denied","message":"You are not authorized to perform this action."}' Which specific role or permission must be assigned to the user associated with the API key? Any guidance or documentation would be greatly appreciated.

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Hi all,Hope you can help. We have changed the icons on the portal homepage for the Solutions and Service Items using the card option.However, how do we change the icon on those pages to be the same as the icon on the cards, on the homepage? As currently those icons are still the default icon for the solutions and service items.Any help would be really appreciated. 

I’m trying to find a way to send notifications to our release managers/change managers when someone adds or removes a change ticket from a Release.I can’t find a solution in Workflow and e-mailnotifications are sent to the agent chosen in the release form. Since we don’t add our Release manager in all our Releases and we would like only our Release managers and Change managers to be notified (i.e. several recipients), it is not a solution to put our Release manager as agent in all our Releases.Anyone who has found a way to handle this?

I have a problem when I for example have two charts on the same dashboard or analyse and the same attribute that is categorised by or grouped by. If I want to categorise/group by status, the same status can have different colors in the two diagrams. This is not user friendly. Can I in some way define for example the top 10 status (or another attribute) so at least those always is shown with the same color? 

The current limitation in Freshservice is the "First response time SLA escalation notification" will only be triggered once. How can we automate it the SLA will be calculated and will send another notification (if breached SLA) if the ticket is assigned to a different group?

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Hi Team, I am trying to work on a use case to delete attachments from a ticket once it has been closed for 30 days. I was able to delete one attachment but cannot figure out a way to create a loop for that attachment array and it runs till it traverses the complete array with all attachment ids.I understand the logic but dont know how to get it in a json to do the job :)Any help is greatly appreciated.Thanks,NB

Hi,  Is it possible to set a field in Purchase Order to mandatory when PO state changes to Ordered? I can’t see anything in business rules for PO’s… Thanks, T.

Hello, I’m trying to build an asset flow that runs on schedule. I want it to run for hardware, but only specific types (laptop, desktop, etc.) The flow works fine when only one asset type is added to the condition, but does not work when I add more. How can I get this to work?  Thanks  

I have created a chatbot in Freshdesk using the Freshchat app. I want to see this chatbot in the Freshdesk customer facing portal. However, i cannot find any way to configure the chatbot to appear there… Is there a way to do so? If not, what really happens when i publish the chatbot? i cannot find it anywhere outside the chatbot creation page….Thanks,Zvi

Hey everyone,I help manage customer inquiries for a seasonal business that sees a major spike during summer — especially on long weekends. We handle bookings and rentals, and during peak season, our support tickets surge with questions about availability, policies, and region-specific services.Currently, we're using basic ticket workflows, but I’m looking to improve routing based on: Type of service requested Booking region Priority level Is there a way in Freshdesk to automatically guide users to relevant pages based on keywords or form inputs? For example, if someone asks about lake ontario boat rental, we’d want to send them specific info related to that area.Anyone here doing something similar with automation rules or canned responses? Would appreciate any ideas or suggestions!

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Can someone share the different colored states for each ticket status? We are moving over from ServiceNow and I want to build a map between what we had and what we have now in Freshservice. I can find the statuses: OpenPendingCompleteClosedbut I can’t find a listing of the states that go with the statuses and the colors (like Open /New, Open/ Overdue).

Hi, I am Prakash Hinduja, a visionary financial strategist, was born in Amritsar (India) and now resides in Geneva, Switzerland (Swiss).I’m in the process of setting up Freshworks for my business, but I’m not sure where to start in terms of configuration. I’d love to hear from anyone who’s already set it up—what are the key things I should focus on when configuring Freshworks for my team? Any tips on customizing workflows, setting up ticket management, or integrating it with other tools would be really helpful!If you’ve faced any challenges during the setup, I’d appreciate hearing about those too. Looking forward to your suggestions!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

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When a ticket is created and it meets specific criteria, it will auto populate a task list. Is there a way to make these task lists checkboxes instead of dropdown menus? I would like to hit a checkbox to stay this task is completed instead of hitting the drop down and selecting completed. It creates an extra unnecessary step.

In today's unpredictable economic climate, grants and government-backed funding programs are playing a major role in supporting vulnerable communities and stimulating growth. From small business recovery to social welfare initiatives, these funds are often the only lifeline for many families and entrepreneurs.One example is how South Africa uses public grants to help its citizens navigate financial hardship. Tools like the sassa status check portal allow applicants to stay informed about their grant applications and payment schedules, increasing transparency and trust in the system.It's worth discussing: Are grants being distributed fairly in your region? How can funding be better targeted for long-term economic impact? What lessons can we learn from international grant systems like SASSA? Would love

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Hello Community,  I am Prakash Hinduja, a financial strategist based in Geneva, Switzerland. I am working in supporting businesses across Switzerland by providing innovative financial strategies. These strategies help emerging companies and global investors navigate the Swiss market, contributing significantly to the growth of the Swiss economy and enhancing the country's competitive edge.I’ve tried using the search bar, but I’m not sure if I’m using the best keywords or filters. If anyone has tips on how they search for solutions—or how to use tags and categories more effectively—I’d really appreciate your suggestions! RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hi everyone,I’m exploring Freshservice and Freshdesk as possible solutions for managing seasonal service-based businesses, particularly in tourism-heavy areas like Muskoka, where activities such as sea doo rental Muskoka are in high demand during summer.Has anyone here adapted Freshworks tools to manage: Inventory and equipment bookings Seasonal customer support spikes Maintenance tracking for physical assets (like watercraft or gear) Online reservation and ticketing workflows? Would love to hear how others in similar industries have tailored Freshworks to fit these unique operational cycles. Bonus points for examples in tourism or rental services!Thanks in advance!

Hi everyone,I’m curious how others in the business brokerage space are leveraging CRMs or helpdesk tools like Freshsales/Freshservice for managing client onboarding, valuation prep, and deal flow.We’ve been looking into a few firms, and came across one in Canada — Robbinex — that seems to have a structured intake process for privately held businesses. Their workflow made me think about how much of that can be replicated or automated through existing Freshworks products.Would love to hear: Are you customizing Freshworks tools for deal lifecycle management? Any integrations you’ve found helpful? Or are you using entirely separate platforms? Let’s exchange insights.

Hello,Just looking to connect with other municipalities in Ontario or across Canada who are using Freshservice. If your organization is a municipality and you’re interested in connecting, please reply to topic.Thanks very much!Mike