Using Freshservice

Our users frequently reply to tickets via email. This adds their reply as a public note on a ticket, but agents are not being notified about this activity.  The “note added to ticket” notification is enabled for agents but isn’t being triggered when the note is created via email reply.  What other configuration is needed for agents to be notified when a user replies to a ticket via email?

User A: Have you tried Bn555 for managing team projects?User B: Yes, I started using Bn555 recently, and it really simplifies task management.User A: That’s great! I’ve heard it helps in keeping workflows transparent.User B: Exactly, it allows teams to track progress and collaborate efficiently.User A: Do you think Bn555 integrates well with other tools?User B: Absolutely, it connects smoothly with common platforms, making everything easier.User A: Sounds perfect. I’ll give Bn555 a try for our next project.User B: You won’t regret it! It truly boosts productivity and communication

Hi,As an agent when I forward an email to the helpdesk can I set it to create a ticket (as it does now) but set a rule to exclude it from auto assigning the ticket and auto responding to the original requestor?Thanks,Luke

Hi,As an agent I receive a notification when a ticket is assigned to me. When I reply to this email, my reply is added as a private note. Can I set up Freshdesk so that my reply is added as a reply on the ticket and emails the requestor my response?Thanks,Luke

Dear,I’m trying to implement in my change process a Business validation where they need to validate through tests.For audit reason they must provide printscreen of these tests.Idk how to make this mandatory through a task or a field in the basic change formThanks :)

Hi everyone,We’re expanding support to multiple regions, and I’m trying to figure out how well Freshdesk can handle a multilingual knowledge base where certain articles are region-specific.For example: Some FAQs need to be available in both English and Spanish. Other articles should only show up for EU users (due to compliance differences). Ideally, we’d like customers to automatically see the right version based on language/region, without confusing them with duplicates. I’ve seen how to enable multiple languages in the knowledge base, but I’m not clear if Freshdesk allows conditional visibility of articles by region or if that would require workarounds (like categories for each region).Has anyone here implemented something like this? Does it scale well, or does it get messy fast?Would really appreciate insights from anyone managing multilingual/global KBs on Freshdesk.

Hello All,Has anyone tried to create a workflow that will block a CAB approver from approving their own change request?  Once again, I cant seem to create the logic whether in my head or the application :) 

Hey, Is there any options to change what is visible here?I would  like to have instead of description the fields.  

I am looking for a way to avoid unselected check box in Workflow Automator emailWe have created Catering Request as a Service Item in Our PortalAfter Selecting check box , It will show them the Menu and Number of People that need the Item.After Submission an email will sent to the Support Team with relevant information. As you can see below , The item they selected will have the number associated with respective item. We are looking for a way to avoid the Unselected items from email. For E.g. If Someone Selected Lunch Option 1 and Fruit Plater ,then the email should only send that information. Unfortunately, if we use Only placeholder for each item, it returns the true and falls values as its check box.Other ways we considered was creating Individual Service Items, but the Problem is there many scenarios we have to order for a group, and each item means 5-10 different requests for same venue. Which we found as a bad user experience. With the current solution we have all items in single

Hi everyone,I run customer support for MountainOffroad.com, where we sell Jeep and off-road vehicle parts. Many of our tickets are product-specific, like compatibility questions (e.g., “Will this skid plate fit a 2020 Toyota Tacoma?”) or order-related issues.I’d love to hear how other eCommerce or parts-based businesses are using Freshdesk to: Tag or categorize tickets by product Use canned responses or dynamic content Route tickets based on product type or department Link tickets with product listings or inventory We’re aiming to speed up our response time and reduce back-and-forth for our technical team. If you’ve handled something similar — whether for auto parts or another niche eCommerce setup — please share your workflow or automation tricks!Thanks a lot — looking forward to learning from your experience.

On Friday, we deactivated and deleted a user from the system. Unfortunately, all tickets that were created by this user (around 80) disappeared, and we are unable to locate them. We need these tickets to be restored and reassigned to another user in order to maintain service continuity. Could you please check if it’s possible to restore the deleted tickets and reassign them to a different user?

Hi Everyone,Does anyone currently use Fresh in multi tenant MSP mode currently been waiting nearly 3 weeks for account to be setup with my account manager.Any experiences in how it was setup for you just frustrated at the moment. 

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I'm trying to create a workflow to reset a Microsoft Active Directory (AD) user password.To do this, I need to generate the username in the format JDoe for a user named John Doe. Input:I want to use the Requester Name field from the Service Item, which contains the full name of the user (e.g., John Doe). Problem:I’ve tried using the following expression, but no matter what I do, it doesn’t work.Instead of getting JDoe, I get JJohn Doe.  concat( toUpperCase(substring(trim('{{ticket.actual_requester.name}}'), 0, 1)), regexReplace(trim('{{ticket.actual_requester.name}}'), '^\\S+\\s*', '') ) i tried different Variation, also the eMail-Adress field, Nothing is working

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Hello,I’d like to be able to print Knowledge Base articles but when I to, they are unreadable, with the body of the article limited to half of the page width and all of the FS icons, each one taking up an entire page.Printing from Chrome by hitting ctrl-PJoe

I’ve noticed many students still rely heavily on traditional calculators, but online calculators offer interactive features that can enhance understanding, especially for complex subjects like statistics. What are the best practices for integrating online calculators into study routines? How can they complement traditional learning tools and improve problem-solving skills? Let’s share tips, tools, and experiences!

Hi everyone,I was exploring ideas for team events and celebrations in Canada and came across SeaDoo Rentals Muskoka that offers Gravenhurst boat rental services.Do you think renting a boat is a good idea for group gatherings, or is it just an unnecessary expense compared to traditional venues? Would love to hear different opinions and experiences.

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Body:Hi everyone,I work at ICTS Dubai, where our business involves a lot of onsite, field-based work: painting, repairs, epoxy flooring, etc. We use Freshdesk for customer requests and are exploring how to better manage field service and coordination (with Freshservice or possible integrations). I want to learn what best practices the community has discovered for similar setups.🔧 Current Situation Customers request services via email / phone / chat → converted into Freshdesk tickets. Some jobs require sending teams to customer sites. These teams need details (address, materials needed, prep instructions). We don’t yet have a robust system for tracking field operations, scheduling, or for ensuring field agents have full info before going onsite. ❓ What We’d Like Advice On Scheduling / Dispatch Tools: Which Freshworks (or third-party) tools do people use to schedule field agents? How do you integrate with Freshdesk/Freshservice so tickets can become assignments automatically? Mobi

Hello Freshworks Community,I’m from ICTS (Imperial Collection Technical Services) in Dubai, and I want to share our journey of using Freshdesk to overhaul our customer service workflows. We hope this might help others in similar service-oriented fields, and we’d also love feedback on further enhancements.🔍 Our Challenge ICTS handles many service and maintenance requests daily — villa repairs, moving-in/out work, painting, and flooring tasks. Before Freshdesk, many requests came via WhatsApp, phone calls, or even in person, which made tracking difficult. We had issues with: • long response times, • missed follow-ups, • difficulty in reporting and assigning accountability.

Currently using FreshDesk to track requests and tickets internally and another team within our company is also looking to hop onboard to also use. The agents would be completely separate from my team, and would want their tickets to also be separate. Would my best option be to create a new Group and set up automations that way or have them set up a new FreshDesk scenario, so their “desk” is completely separate from mine? Or is there an option C that I am not aware of that could also solve this issue?

I have a question regarding the integration between Freshchat and Freshdesk. Why are we unable to map the agent name in the integration and have it "copy from" the agent name? The option appears to be disabled.Could you kindly provide clarification on this or let us know if there's a specific reason for this limitation?Thank you for your assistance! 

Just posting this here to suggest that this Enhancement Request could be super useful. I was able to get some support from this article But I note the issue is set to Resolved. The answer is great - but it should be much easier to do than having to step into the HTML. Please add your support to this request to get the ability to create a Table of Contents in a Solution Article. I hear it is on path...we just need to let Freshservice know we need it.

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