Using Freshservice

I am a new user of Freshservice.  We have set up some Sync configuration sets to sync our production environment to our sandbox.  We do not seem to have the ability to edit the set once we have created it:  Hovering over the Action column reveals nothing.Accessing the Config Set does not reveal an area to edit:  Can someone point me in the right direction? 

We have multiple CAB groups and use two levels of approvals. The first one I want only one CAB group to be visible to the agent to select. Is there a way to do this by role permissions or some other way? 

Hello, i have trouble setting up automatic email responses for different languages. I set up all the languages I want, some work some don't. Does anybody have solutions for that? 

Is it possible to add the option, or a field, on a service request item that allows the requestor to upload a file when they complete the service request form? I am not seeing a built in method for doing this.

We are concerned that there is only one Org Admin on our account.  How do we add others?  We have found at least one instance where only the Org Admin has an ability.  We do have a few Account Admins.  

Hello,I have a due date Date Field on several forms and I want to be able to do a validation on the date that is entered when the user submits the form. I know I can do this via Business Rules for Forms, but I am having challenges getting it to work with my specific scenario.I want to check that the date selected for the due date, for example, is seven days from the current date or after.How exactly do I set the conditions to get this to work correctly? Every option I’ve tried does not work.Thank you!

Hi all I’m setting up a custom mailbox, but I do not get the prompt to confirm the account I want to use. Freshservice automatically take my own agent/admin account mail and put in. I’ve tried to serval times in booth Edge and Chrome - also in private/incognito. If I try “use another account” it just shows my mail again after 5-10 sec, and no popup to confirm account…Any suggestions? 

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Hello all,My name is mukesh karkey ,  My question that Freshdesk is available for Python integration. I just want to integrate phython for my e-commerce website. If yes than How can I integrate Freshdesk with Python for automating customer support tasks?

Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone has come up with a unique way of handling this.Problem:I want to keep historical data for service items easily accessible in the ticket so it can be referred to at all times in the state it was submitted. This is important to ensure we have an accurate record of what the requester selected, particularly around on and offboarding.Archiving Fields:  I understand that the field is referenceable in analytics, but it does not help our requirements where agents need quick access to point in time information.Service Item MaintenanceThe workaround is cloning items here; however, this has the knock-on effect of needing to update business rules and workflows to point to the new item. Given there is no looping in workflow, I have a silly amount of no

Lately, I’ve been trying different study approaches, but staying consistent is always a challenge. Tools like an MCCQE1 practice test really help me track progress and find weak areas. I’m curious—how do you keep yourself motivated and on track when preparing for long, demanding exams? Any strategies or routines that worked well for you?

When it comes to financial calculations in Mexico, understanding how to handle Value Added Tax (IVA) is essential for individuals and businesses. Many professionals, especially freelancers, SMEs, and accountants, frequently search for ways to quitar el IVA a un importe. This process involves removing the tax amount from a total price to know the base cost before VAT was applied. Having a clear method not only simplifies invoices but also ensures accuracy in tax filings.Understanding VAT in MexicoIn Mexico, IVA functions similarly to VAT in other countries. The general rate is 16%, while a reduced 8% rate applies to specific regions near the border. Anyone who issues invoices or manages financial transactions must stay updated with the SAT’s official tax guidelines. In practice, it is often necessary to calculate both how much IVA to add and how to quitar el IVA a un importe when reverse-calculating amounts.Why Remove VAT from an Amount?There are many situations where one needs to separ

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

We just went live with Freshservice last week, and in our old system we relied a lot on scheduled items. I’ve been setting them up in the Freshservice Scheduler, but the only way to see details is by clicking into each one individually.We also found out this week that if a requester on a scheduled item leaves the company, the item won’t create at all.What I’d really like is a grid view that shows things like the requester, frequency, next run date, etc., with the option to filter and sort. Since that doesn’t seem to exist, I’ve been trying to find a way to export them, but no luck so far.Has anyone figured out a workaround for this? 

I have found a way to automatically set a ticket to “Awaiting reply” when an agent has responded using “Ticket Reply is Sent” as the Event. But I cannot figure out how to automatically set a ticket back to “open” when a requester then responds again. 

Send an email when ticket task is overdue. Is it possible in the Workflow Automator?

Hi All,In our environment, there are situations where requesters log an incident or a service request but on analysis its found its an enhancement that is required in certain application. Once its identified as an enhancement then a new process needs to be followed such as custom approval, additional info about the enhancement and tracking of the efforts.The apps team want to be able to easily track such enhancement requests. For now I have added one of the “On-hold reason” as “Awaiting Change/Enhancement”. As for custom approval The agents have been advised to add the approvers in the approval tab manually. Can anyone advise any better way to track such type of requests.   

As a financial advisor and consultant, I am Prakash Hinduja. I've spent my career helping clients from my home in Geneva, Switzerland (Swiss), and I'm proud of my roots in India. My expertise lies in offering bespoke wealth management and global investment strategies, which is why my clients, especially business leaders, have affectionately nicknamed me the Prakash Hinduja net worth booster. I'm starting to build a dashboard to track my team's key metrics and I'm looking for some advice. What are the most important things you all include on your dashboards? I'd love to hear any tips on what works well for you or any pitfalls I should avoid.RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hi everyone! I run an eCommerce website where I sell Special Varsity Jackets designed for style and customization, check Website that its Goog or bad tell me. I'm trying to improve how I connect with my customers and boost sales for these jackets.I'm looking for advice on:How to use Freshdesk or Freshchat to handle customer questions better Tips for using Freshmarketer to promote my varsity jacket collections Ways to build strong customer relationships in the clothing spaceIf anyone here runs a fashion or product-based store and uses Freshworks, I’d really appreciate your tips or suggestions!Thanks in advance!

I’m setting up state transitions to trigger workflows (I’m testing by changing properties on a project task, for example, but the goal is to fire a webhook and integrate with another platform). However, even though the “task workflow” option is enabled within the project, nothing triggers when I perform a state transition. What could be causing this?

Would appreciate any guidance to create an Unresolved SLA Due Date Report by Ticket Owner (our custom field) that is automatically created and sent daily to each Ticket Owner. No having any luck. Thank you in advance for your assistance!

Would appreciate any guidance to create an Unresolved SLA Due Date Report by Ticket Owner (our custom field) that is automatically created and sent daily to each Ticket Owner. No having any luck. Thank you in advance for your assistance!

We utilize tasks for both tickets and projects. I’d like to be able to see a consolidated list of all incomplete tasks for my team including both project and ticket tasks. Selecting “all parent types” in the filter will result in a consolidated list, but the “status” filter seems to only be affecting ticket-tasks and not project tasks. Instead, project tasks look to be showing the task category (e.g. “yet to start”) in the results field, but as soon as I change the filter to any possible value for status, all project tasks are hidden from the results.This is behavior is somewhat reinforced by the fact that if I choose “project tasks” as the parent type, the status field disappears from the available filters entirelyIs this a bug or do we have something configured incorrectly?

Hi everyone,I’ve been researching how small businesses and startups manage their supply chains and customer experience in the apparel sector. A lot of companies rely on apparel USA wholesale suppliers to maintain inventory and meet growing demand efficiently.I came across US Apparel Online as an example of how wholesale sourcing can support both operational efficiency and customer satisfaction.I’m curious — for businesses in retail or e-commerce, what tools or strategies have you used to streamline wholesale sourcing and improve customer experience? Would love to hear your insights.

I’m trying to figure out how to create a custom attribute (or report field) that: Takes the last Time Entry Start Date Compares it with the Ticket Create Date And then shows the percentage of tickets that are within SLA based on that comparison by months or Day  Is this something that can be achieved with custom fields, reports, or analytics in Freshservice?If yes, could you please guide me on how to set it up?Thanks in advance!