Using Freshservice

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 f

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.

Hi I have asked our admin this and they say it is not possible to see a message after approval…When I send a ticket for approval I can add information to the approval message and view this message until it is approved, however after approval the message is not available to me. Is this intended functionality or just the way we have approval configured? Thanks for any help you can offer.John

Like the subject says, how do I stop sending notifications to no-reply addresses? I can turn off *new* ticket notifications but I can’t turn off ticket *closure* notifications. When sent to various no-reply addresses this generates a postmaster email from the domain notifying us of delivery failure. I can stop replies to these addresses by creating a rule in exchange which must be manually updated, but stopping the notifications from being sent in the first place would be ideal. Has anyone managed this?

Hello Team,We have multiple workspaces in our environment. When we access our portal it shows all the catalogs based on the roles assigned to the user. Here I would like to know if we can have a direct link or URL to access catalogs in a specific workspace.Thank you!

A Freshdesk worker is responsible for managing customer support inquiries through the Freshdesk platform, ensuring timely and effective responses. They handle tickets related to product issues, inquiries, and feedback, striving to provide excellent customer service.The role involves collaborating with team members to resolve complex issues and improve support processes. Freshdesk workers utilize various tools and resources to track customer interactions and maintain accurate records.They also analyze support metrics to identify trends and enhance service quality. Strong communication skills and a customer-centric approach are essential for success in this role. Overall, a Freshdesk worker plays a vital role in maintaining customer satisfaction and loyalty.Regards,Jonsionvillium

We need the ability to add multiple Department Heads and/or Prime users to departments. Many of our departments have “power user/main contact”, but the Managers and Directors would also like to view the tickets. Currently, can only have one Department Head and one Prime User. Is there a way to “fake” the same access for other people so we can add multiple Heads/Prime Users?

We have users across the entire globe. Lets take US and Europe as an example. We want to track our Service Levels, against each of the timezones. So for example, if a user in UK raises a ticket at 1am UK time, our service levels won't start until the next working day. But we need to also do that for all of our time zones... Is there a way to track more than one timezone? Or some sort of a workaround with a third-party software if needed.

why agents are not able to add the ‘agent availability’ widget - is there any specific roles or permission needs to be given for Agents to add that widget.

I need help :(i need to know how i can change the "to: email"the usecase is that we have forwarded messages from our website form through shopify. and when we receive it, it shows as being sent from mailer@shopify.com. and when i reply it goes to mailer@shopify.com how can i make it to send to the cistomer's email instead?