Using Freshservice

Whether you’re a small online shop shipping daily or a customer sending a Rakhi to a sibling miles away, knowing where your parcel is matters. That’s the problem Anjani courier tracking solves with elegance and efficiency.This isn’t just another parcel update tool—it’s a real-time, step-by-step window into the journey of your shipment. As soon as you enter your tracking number, the system pulls up every detail: when the parcel was booked, which centers it passed through, its current location, and who received it upon delivery. Shree anjani courier tracking takes the mystery out of shipping.For eCommerce sellers, this means fewer customer support calls and better buyer trust. For families and pro

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,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!

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

Heritage Auctions is looking for a Freshworks Administrator to manage and optimize our Freshdesk and Freshcaller platforms. Have 3+ years of experience with Freshdesk & Freshcaller? Comfortable building automations, IVRs, call queues, and SLAs? Skilled in integrations, reporting, and training cross-functional teams? Passionate about improving customer experience through smart workflows and AI? Location: Near DFW Airport (Dallas, TX)Benefits: Medical, dental, vision, 401k, PTO, Daily PayPay: Based on experienceKnow someone who’s a great fit or want to apply? Reach out or send them our way or apply online directly at HA.COM/Careers

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? 

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?

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?