Using Freshservice

Hi Everyone,I’ve had some feedback from staff using the End User Portal that it can sometimes be tricky to decipher which Agent in an Agent Group is owning their tickets.The specific scenario appears to be when a ticket has been assigned to a different Agent Group but not yet picked up by an Agent within that Agent Group.Does anyone know if it is possible on the End User Portal, specifically within the Home Page ‘Tickets section’ to show which Agent Group a ticket is assigned to? A Requester may get more information by clicking in to each individual ticket:But it seems a shame that it’s not visible from the Front Page whereby they may have many tickets logged and would make it easier to understand how their tickets are progressing.

Hi,I do have a scenario automation that helps in creating tasks with prefilled content. How can i allow/prompt an agent to modify the task details before the task actually gets created? is there some way to get interactive input? thanks, Günther

Hi all,It’s not a major issue and certainly not the end of the world if this is the case but I’m wondering if I’m missing something immediately obvious...Within the Agent Portal, is the ‘My Approvals’ area only accessible by first navigating to it via the appropriate Widget that can be added to a Dashbaord?The Widget in question: I had a look around and could not find any specific menu item in the left or top-right which navigates to this area?

Hi,I‘d like to use the workload module to manage my agents tasks.Is there a way for an Agent to set himselfe out of office, so I can see the absence in the workload overview?Or what is the intended way of using this?ThanksStephan

We have a scenario where our users need to select the exact time on a custom Date Time picker when submitting a Service Item. By default it is set to only allow every 15mins (shown below). We are on Portal v2. Has anyone else out there got any custom code we could use to make this possible on a specific item or several items?  

New to Freshdesk and have a request that I’m not sure can be implemented.  Operations team uses the system for tracking requests that come in from customer, and we have an audit requirement that specific types of request go through a secondary audit of the resolution.  The team has asked to basically have a secondary queue so when the request comes in it goes through auto assignment, gets worked and eventually goes to resolved/closed.  But then if that ticket is the right type, they want the ticket to flow back into a second reassignment (round robin with the SAME group of people but cannot be the original agent) to perform an audit on the work (was the work done properly, and if not apply a fix ).  And we want this on the same ticket because we need to prove the audit was performed against the same request.  Thoughts?  My initial idea is to create a secondary group, have a rule that assigns the ticket to the new group when set to resolved/closed.  At that point I could leverage auto a

Due date calculations are not calculating properly.I have selected 2 weeks as my "Resolve within", however, it is calculating 2 weeks as 14 days.Since we are talking about "Business Hours" (Monday - Friday), 2 weeks is not 14 days, 2 weeks is 10 business days.This skews my reporting, as well as escalations.

Looking for the ability to see everything that is assigned to a specific agent group. This would include incidents, service requests, problems, changes, releases, tasks, and projects, in freshservice in a single view. I am yet to see a way to do this within the Freshservice tool itself.Any ideas?Thank you!

Hello Freshworks Community!I’m looking to optimize our Freshdesk setup by implementing custom integrations and automating workflows to improve response times and agent efficiency. We’ve already set up some basic automations, but I believe there’s potential to make things even smoother and more efficient.I’d appreciate insights on the following: Custom Integrations: Has anyone had experience integrating Freshdesk with external tools like CRM software or third-party communication platforms? I’m curious about which integrations provide the best results and any potential pitfalls. Advanced Workflow Automations: Are there any advanced automation workflows that have notably improved productivity for your team? For example, automating certain ticket statuses, managing escalations, or even auto-routing based on ticket priority. I’m particularly interested in ways to use Freshdesk API for more flexibility in these areas. Best Practices for Bot and Chat Implementation: We’re also considering

Has anyone else had the issue where Business Agents from other Workspace are unable to book Loan Service Items from the IT Catalog?The Loan items are available, but message informs that the item is not available for their preferred time.I have logged this with FreshService Support and they tell me that it’s not possible and logged it as a feature request. 

We’re considering implementing the Freshdesk help widget.  So far it works great.  But, when we enabled the submit forms, our list of suggested articles drops from 5 down to 3.  This is not ideal and would like to show at least 5 articles.  More if there is a scroll option.Is there a way to achieve this behavior? There is a lot of wasted white space on the widget that could easily include more articles. Tightening up the widget, would be a nice option as well. 

When creating a knowledge/solution article the author has the ability to set the review date. If we don’t set the review date is the article active forever? Is it possible to set the review date for a category or folder level and have it apply to all articles in the folders located in that category? The list of knowledge articles should show the review date. How can this be added?    

Hello everyone,I have some questions about Dashboards in Freshservice that perhaps the more seasoned people can hopefully answer (I tried finding this information in available documentation but could not find it).Can the default pre-defined-layout of the ‘My Dashboard’ that an Agent is presented with when they sign in for the first time be changed? How does the 20 dashboard limit work exactly? (Is the 20 dashboard limit Global, per Workspace, per Agent group, per Agent or something else) What are good creative ways of working around the 20 dashboard limit?Thanking you all in advance :)

Hi, I have the below report and I want to show % breakdown of tickets by source. Each month should add up to 100%, even in the current month which isn't complete yet, but it's splitting the 100% across both months. Does anyone know how to get round this please?

Hey All,Is it possible to have a report/dashboard that shows both Assets & Tickets? I would like to create a dashboard that shows all open tickets in relation to hardware requests and all ‘In Stock’ assets.Regards,Mark

Hello, Is it possible to change the Date in Service Catalogs to be MM-DD-YYYY instead of DD-MM-YYYY? Thank you.

Is there a way of disabling the products notification on Fresh service?This one:I don’t mind reading about upcoming updates, but the Freshservice marketing team are in full swing and there is an update every day, sometimes more than once a day.The product update notification updates the browser tab icon and is right next to the ticket updates notification icon, so I keep thinking I have a new ticket update when I look at freshservice, but its just a sales message and its getting annoying.Do we have an option to turn it off or shall I write a browser-script to remove it?

We would like to upload email signatures of all the Support team to their respective accounts, so that the signatures can automatically attached when we communicate with the clients

Hi,I’m integrating other workflows with freshdesk queues.We have successfully set up to create emails and send to the queue.One issue I have is these are always from the email address of the integration, which is an agent email address. I see from this reply that there is some ability to recognise a mail on behalf of someone else:  My question is, when we create the email to send, is there a way we can tag it as a forward from the real contact?We have ability to set mail headers, etc. Thanks,Alan.  

Hi everyone,I run a clothing brand called Rhude. What Freshworks tools would you recommend to improve customer experience and automate support for online fashion retail? Looking for any specific tips that have worked well for others in e-commerce. Thanks!

Hi,I’m looking to use the (native) “Vendor” list in use in the Contracts / Software module as a dropdown list in the Ticket module, but it’s not displayed as a dropdown option. This seems higly unlogical, as you have to create shadow administration of your Vendors.Use case: We have added 2 fields to Tickets:External supplier involved? External ticket numberWe want to use a Dropdown field to be able to pick external suppliers in case these are involved in coming to a solution.

It is next to impossible to figure out who my account manager in FreshWorks is.Why can’t you guys put the information on my account details page?   

Hi,I am new in Freshdesk and I have a question reqarding the customer portal, in which every mail user can see his tickets.The CEO of my customer is not creating tickets, but wants to see all tickets of all users.Is this possible?I could not find a parameter to mark a contact as company admin or something like this.Thanks & bestNancy

In service catalog we can use custom object as data source to set a dropdown field but not in field manager set for incident forms. I assume custom object should be available for both or more scenario since it is designed to cover the shortage of default framework of Freshservice. Could you explain why custom object is not applicapable for incident fields?

Hello everyone,I'm facing an issue with a ticket setup where an email is sent to a non-Freshservice team requesting them to perform certain tasks in another program and then reply to the email. The workflow should continue once they reply, but the problem is that the requester is never going to be the group performing the tasks. As a result, when they reply, a new ticket is created, which bypasses the workflow.When ever I’ve tested this with me being the requester and the person the email request goes to it follows the flow correctly. I'm looking for suggestions on how to handle this situation. Is there a way to ensure that the reply from the team triggers the next step in the workflow, rather than creating a new ticket? Or should I be approaching this workflow differently?Any advice or insights would be greatly appreciated.