Using Freshservice

I am using the Changes module to track IT change requests and its workflow from Request initiation to Go live with multiple stages in between. I want to find out how much time was spent in each stage of the workflow. This is similar to the time spent in tickets module. But i cant find a equivalent for the changes module. If i could get the activities details through an API that would be the best, but dont find an API that would get me the activities details for a change.Any Ideas ? 

every time you folks at FW put out a new feature, it consistently has some elements that make me wonder who the heck is approving program design over there.  Today’s frustration:  exploring the new Journeys.  There’s a form widget to add attachments, but you only allow PDF, TXT, PNG, or JPG.What do you guys have against word docs or excel spreadsheets?  Why place any restrictions at all?All of my onboardings are documented using Excel, and while I may or may not agree with using excel this way the point is this is ingrained into my company’s process, it’s not going to change.  So I guess this is another “improvement” that we won’t be able to use over here.I would discuss this with my account reps, but (once again) they seem to have disappeared.  I can’t bring this up to the so-called Insiders program y’all invited me to, I have not gotten a response to my request for a call since May. FW had me in a “top contributors” group that met, I think, twice last year and

I'm exploring options to strengthen my U.S. residency application and came across IMG Helping Hands. They seem to offer clinical rotations, research modules, and ERAS support for international medical graduates.If you've worked with them before (or know someone who has), I'd really appreciate hearing about your experience — especially in terms of: The quality of rotations or research projects How helpful their ERAS or interview support was Whether their programs helped with getting interviews or matching Any feedback, good or bad, would be super helpful. Thanks in advance!

Hello everyone,I’m looking for advice on how to optimize reception services using Freshdesk. I’m curious about how others manage visitor interactions efficiently while keeping communication seamless across email, chat, and phone.I’m also interested in how automation features can help streamline tasks like appointment scheduling or visitor check-ins, and how reporting tools can be used to monitor performance and improve service quality.If you have any tips, best practices, or personal experiences using Freshdesk to enhance reception workflows, I’d love to hear them!

Hi all is there a way to add auto. for every PO the same Approval “Group”?for every PO our CIO has to approve  

Hi everyone,I’ve been noticing something odd with how SLA due times are calculated in Freshservice.Even though I’ve set up proper business hours (8 AM to 5 PM, Monday to Friday) and selected the correct time zone (Chennai GMT+5:30), the system still shows SLA response and resolution times that fall outside those hours — like late evenings or even overnight.I’ve double-checked the SLA settings and made sure business hours are selected (not calendar hours), but the due times still seem to be calculated in real-time rather than pausing outside working hours.Just wanted to check — is this normal behavior? Has anyone else run into this? Would love to know if there’s a way to make SLA timers strictly follow business hours.

Greetings!My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

When attempting to resolve a ticket I select send and set as resolved. It takes me back to the que and the ticket is still open. I have to switch it to resolved again. This sends out to resolved emails to the requestor. I use to be able to send and set as resolved. Please help

I notice that a lot of tickets that require a response get buried in other “Open tickets”. Would be nice to filter tickets that are either “New” or “Customer Responded”

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!

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?