Using Freshservice

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 reporti

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.

A professional website is essential for small businesses. It builds credibility, attracts customers, and increases sales. Without a strong online presence, you could be losing potential clients.A well-designed website should be mobile-friendly, fast, easy to navigate, and optimized for search engines. These factors improve user experience and help convert visitors into customers.Custom websites for small businesses offer better branding and flexibility compared to templates. While templates are cost-effective, a custom design ensures your business stands out and performs better.Investing in a high-quality website boosts brand trust and engagement. Small businesses with modern websites see higher conversions and better customer retention. Know any great agencies specializing in small business web design? Drop your rec

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? 

Applying for a National Police Clearance in the Philippines has become easier with the online system. This step-by-step guide explains how Filipinos and those abroad can register, book an appointment, pay fees, and claim their clearance without hassle. Learn more at phclearance.com.

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?

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

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!