Using Freshservice

Hello! I have question that someone may occured before and have a solution, hopefully.We have work divided between Sales and Production, and we’ve run into a problem.We want Group Sales to see all tickets, but Group Production should only see production-related tickets (not Sales tickets).This restriction should also apply to the search function, since we don’t want Production to see any business agreements.We thought about creating duplicate groups (e.g. Group X Confidential, Group X Production) and hiding the other one, but that feels too confusing.Do you have any ideas how we can achieve this? 

I want to remove the ‘Requested For’ field and uncheck the ‘Display to Requester’ option, but it isn’t clickable. How can I fix this?

Hi,I’m building some workflows in FS and i’m using the Azure AD Orchestration integration to my Azure AD.I’m trying to build a workflow regarding access request to Azure AD and want to make lookups from FS directly to AAD. Is this possible? As of currently i’m using object IDs in the workflow which is lots of manual work and prone to human error and honestly lots of administration. I want it to be automated and that a user should be able to lookup access groups (maybe based on some attributes or a specific nested group). If you have any other suggestions to create a automated workflow with provisioning I’m glad to accept. Thanks

Hello Everyone!Thank you for the fantastic response to the Freshservice Benchmarking Report walkthrough session! 🙌​@Anusha and ​@viswanatha.mehta  will be walking you through the highlights of the report, including: 📊 How organizations like yours are performing across key ITSM benchmarks 🔍 Emerging industry trends and where teams are investing 💡 Actionable insights you can take back to your own service operations ⚠️ Note: This is not a product demo — it’s a focused walkthrough of the report and insights only.👉 Join directly using this lin

Hi all I've recently added the SaaS module, primarily to manage Microsoft 365. After integrating it, I noticed that all my guest accounts were automatically listed as requesters. I was able to clean this up manually once, but it’s not ideal. The bigger challenge for me is the workflow. I’d love to hear how you’re handling this. Under "Software," the Saas Module created a new entry called Microsoft 365, which includes all the licenses we have in our tenant. However, I’m unsure how to assign these licenses to individual users. I need to distribute specific licenses—not just the general Microsoft 365 bundle. For example, one user might have Visio, while another doesn’t. All licenses are grouped under the Microsoft 365 entry, which makes it hard to manage. I hope that makes sense.Additionall

In today’s fast-paced world, customer support teams are under constant pressure to deliver quick and efficient solutions. With the rise of AI, tools like Freshworks are revolutionizing the way businesses handle customer queries.In this post, we’ll explore: The key features of Freshworks AI. Real-world examples of AI improving agent productivity. Tips to integrate Freshworks with your existing tools. For more insights, check out this detailed guide on Rate Today.What are your thoughts on AI in customer support? Share your experiences below!

I struggled with the existing instructions, hopefully these steps are clearer:By default, there are five asset states in Freshservice,In Use : The asset is currently being used by somebody in your organization. Missing : The asset isn’t being used, but cannot be used since it’s missing. In Transit : The asset has been ordered from a vendor or is being moved. In Stock : The asset is readily available for use. Retired : The asset is too old, or isn’t functional and has been retired. Add your custom asset state here for our team I used recycled/ destroyed.Follow the next steps:Click on Hardware Field (Parent Folder) Choose Edit  Click just right outside the “Asset State” field (when cursor changes from one pointer to four pointers) a new menu opens.

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

Context / GoalI’m trying to build an automation in Freshservice that sends a Slack notification when a ticket stays in Open or Assigned status for more than 7 days. The idea is to alert the IT team so that old, unattended tickets don’t get stuck without action. Setup so far  I’ve built a Workflow Automator that:   Triggers daily. Checks ticket conditions (status, agent response time >168h, workspace, agent assignment). If conditions are met, it should send a Slack message to a channel. I also considered using Supervisor Rules (since they are time-based), but they don’t allow Slack actions directly. To work around this, I tried combining Supervisor Rules (to tag tickets) with Workflow Automator (to catch the tag and post to Slack).

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

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We have our solutions that we are using as KB for IT and general staff, but when looking General staff have access to view all the documentation that is specific to the IT team. can we adjust the permissions of some documents to only be to the IT Team and not public to everyone?

Would like to hide Mark ticket as Closed button for specific service item I have CSS which Hide across . Please suggest 

Hi allIs there a way to add my own button/category to the New Ticket screen—similar to the buttons in the screenshot below—and have it open a dedicated (standard) form just for that purpose?What I’m trying to doShow a custom button for a specific request type Route it to a unique ticket form with its own fields/defaults I’ve looked through Admin settings/configurations but couldn’t find an option to add a new button or map a category to a separate form So, Is this supported in Freshdesk? If yes, how do I set it up (steps/docs/code examples welcome)? Thanks

Hi everyone,I’m researching service businesses in tourism-heavy areas, and one example I found is a provider offering Muskoka boat rental via this site: boatrentalscanada.com/boat-rentals-muskoka/.I’m curious — for those who have worked in or studied seasonal service industries: What are the biggest operational challenges (staffing, maintenance, weather, permits)? How do you manage peak season demand and off-season downtime? What strategies help maintain customer satisfaction in a business that’s inherently weather-sensitive? Happy to hear from anyone with experience or insight!

Is there a way to hide certain statuses from the main status list?We’ve noticed that Business Rules only hide statuses inside the ticket view, but they do not remove them from the global/main status list.Can you advise whether this is possible? 

Is there a way to link a Service Request to a Problem Ticket?  We have a dedicated Service Catalog items for users to submit issues related to the project. These ticket some through as Service Items instead of Incidents.  I would like to link them to respective Problem Tickets similarly to how we can link Incidents back to Problems but I don’t see that option under Associations? 

Hi everyone,I’m exploring obstacle course rental options for an upcoming outdoor event and saw one provider offering a wide range of obstacle course styles. Before committing, I’m trying to understand what to check and prepare for, especially from a logistical and safety standpoint.Some of the things on my mind: What kind of permits or permissions are needed when using obstacle course rentals in public or private spaces How to ensure safety (stalling, anchoring, supervision) What costs tend to surprise people (delivery, setup, insurance, cleanup) Best practices for customer service and vendor reliability If anyone here has organized events with inflatable obstacle courses, I’d love to hear what worked well and what you would do differently.

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Hey everyone,I’ve been enjoying Snapchat stories and short clips, but sometimes I wish I could save a video for later. I know Snapchat doesn’t make downloading easy, and I’m worried about security, privacy, and potential account issues.Are there any reliable methods, official tools or trustworthy apps, that let you download Snapchat videos safely? Has anyone tried techniques that actually work without risking their account?I’d love detailed guidance, tips, or experiences from users who have successfully downloaded videos without problems.Any advice would be super helpful!

Hello,Is there anyone the UK that offers on line or face to face Freshdesk training or consultancy?  I work for a small company that implemented Freshdesk in 2017, all those people are now gone and Im now in charge or a solution I have no clue how to configure of manage.If there are organisation or individuals out there that could help me I’d be very happy to hear from you.Thanks.Nic

Hi,do any of you have issues with Users that have different roles in different Workspaces?I have users that are able to use the Agent interface, as the are Agent in one Workspace to create tickets in another Workspace.This causes issues with Business Rules for Forms or replys to closed tickets per email that do not reopen when the Workflow Automator is using requester settings.There should be strict separation between Agent and Requester? Thanks 

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Hi all,I've now written a very detailed post twice, which took quite a bit of effort. Both times, I received a message saying the post would be reviewed. However, the second time – just like the first – the post disappeared and still hasn’t shown up, even after several days.Can someone please explain why this is happening?Thanks in advance!Topic was SaaS Workflow