Skip to main content

Freshworks University
Events
Groups

EN

Community
Search

Unanswered questions

175

puspalatha_hodolistApprentice

Apps and Marketplace Integrations

How to get paid from Marketplace apps

We have three paid apps in the marketplace. In freshworks developer portal, i see there are few downloads of the apps. However, there is no provision for us to add payment details there. How and when will we get paid?

ITMikeSkilled Expert

Display SLA on Employee Portal

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get. I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed). Pictures of what I’m wanting below. Yellow in agent view is what I want on the requester view.

shannon.mejiaSkilled Expert

Project and Workload

Workload Management Question

Anyone enable workload management? The documentation says “planning fields” will be in the ticket (not in Change), but I do not see them anywhere? Anyone know where they are?

AviationstuffTop Contributor

Workflow Automator Double Quotes

At my org we created a Workflow a couple months ago that sends data through the web request node to a custom api that our eng team manages. We’ve received reports that the workflow stopped working and when we started troubleshooting we noticed that the issue is around the “” in freshservice. We took a new approach and made the requested permissions and permissions grouped as one array with an expression builder. We’re wondering if there’s a way to update the single quotes to double quotes with a liquid filter. When we tested using {{expression_with_result | “’’”,““”” }} it doesn’t update the quotes. P.s (We used to have “” around the values in a custom object but that stopped working I’m not sure if this is related to an update recently)Expression adding values to a single array, when added with double quotes it converts them to single quotes. When multiple double quotes or single quotes are added it still fails to read the permissions correctly. Example of a call going through when en

pranjalswarupApprentice

Download all KB articles through an export

Hello,I’m trying to download all the KB articles to train some AI models for my usage. Is there a way for me to export all the existing KB articles by going into the Freshdesk portal? There are about 700 of them.Thank you!

Nav_inSkilled Expert

Ticket & Workflow Management

Does "Restore a ticket" API work with the GET command as written in FS API docs ?

So I had to restore/retrieve a ticket that had got deleted, in Fs API documentation they’ve given GET call to be used as shown below: However, when a GET call is used, I’m getting the below error in postman: When a PUT call is used, it gives the below: Any idea on how to get this working ?

Nav_inSkilled Expert

Is there an option to filter tickets using description as a filter parameter in reporting/analytics?

Tried filtering tickets using subject and description as parameters, however I was able to filter tickets only using “subject” and not “description”. Tried advanced filters but still unable to do it. Any suggestion will be helpful!

kenneth.dailyApprentice

Web Request Node Inserting Double Quotes

I am using a web request node in workflow automator to pass a string from a requester record into a GET endpoint URL to get Location info. When the workflow automation runs, it inserts double quotes around my string value, which returns no results because the Locations don’t have double quotes in their names. I have tried a bunch of different liquid filters to try and remove the double quotes, but nothing seems to work.Here is the Endpoint URL I am trying to use: https://marquette-sandbox.freshservice.com/api/v2/locations?query="name:'{{P1.root.requesters.requesters_object.address | remove: "[" | remove: "]"}}'"But here is the URL it tries to run, taken from the execution log: https://marquette-sandbox.freshservice.com/api/v2/locations?query=%22name:'%22313%20N.%2013th%20Street,%20101%22'%22The %22 is HTML code for double quotes. Based on the Endpoint URL in my web request node, the %22 should not be present before the 313 and after the 101. Does anyone know why these double quotes are

KrishmanoApprentice

[Bug Report] Alerts API

With the recently introduced Alerts API, I was playing around to get some historic data but noticed that the integration_name is missing. Also seems like in their documentation the integration_name was missed when pulling a single alert in the example response too but in my case grabing a list of alerts also has the field missing. Integration_ID is there but I believe there’s no method of finding the name via the ID ATM.Anyone else facing similar issue?

bishaldasApprentice

Ticket & Workflow Management

Issue Integrating FreshService ITSM with Microsoft Sentinel via Logic App

Hi all,I'm working on integrating FreshService ITSM with Microsoft Sentinel using Logic Apps, but I've encountered an issue. When I attempt to run the integration, the workflow doesn't execute successfully.FreshService API has a custom field called it_vertical, and when I try to add this field to the request, I receive the following error message:{ "description": "Validation failed", "errors": [ { "field": "it_vertical", "message": "Unexpected/invalid field in request", "code": "invalid_field" } ] } I’ve tried multiple times, even changing the field name, but I’m still getting the same error.Has anyone faced a similar issue or can provide guidance on how to resolve this? Any help would be much appreciated!

jeherediaApprentice

Ticket & Workflow Management

How to Filter Tickets by "Subject" and "Description" on the Tickets List

I'm trying to filter tickets by tickets containing a word but I don't see an option on the Tickets List to do so. I can filter by all the fields that are included by default but I don't see an option to filter tickets by a specific word that is contained in the ticket itself. When I select the advanced filter, items like "Subject" and "Description" appear to be missing.

shannon.mejiaSkilled Expert

Adding Note to ticket through API

I have an API that gets a note from a ticket and then Parses the note to then add to another ticket. All is working except the Parse is an Array and the Note API needs a string. I am not sure how to change the Array to a String, or do this a different way. Any ideas?

simmondsjonTop Contributor

How can a customer escalate a ticket

Hi, I want a customer to be able to escalate a ticket through the support portal, is this possible?

IT SupportApprentice

IT Operations Management

https://wit.freshdesk.com

Outgoing emails are blocked for your account. Please contact our support team

DbolzContributor

Where will Freddy be able to pull information from?

In the overview meeting I was in, it was explained that Freddy AI Bot currently pulls information from the catalog and solution articles. What other data sources are going to be included? Will it pull from the Assets Module? Ticket information?Active Directory once it is integrated?Other software once connected via API?Currently, I can ask Microsoft Co Pilot to generate an ASCII map of relationships between things. Will it be smart enough to do that once it has access to the Assets Module (I know I can just go into the actual relationship map in the assets module, I’m just trying to see how capable this will be)?

RodSSkilled Expert

Teams Service Bot Permissions

Hi, is anyone using the latest version of the Teams Bot? I looked at the list of permissions is asking me to authorize it and found it to be overreaching… I get permissions for signed in users, but to read all groups, teams and channels in my tenant and their members sounds like too much! Any thoughts?

b joyceApprentice

Portal/Knowledge Base

Limiing access to how to articles

I'm using the free version of Freshdesk. Am I able to post how to articles limited to the staff in my organization?If not, is there a paid version that allows me to do this?

sarahf56Apprentice

Apps and Marketplace Integrations

Mastering SEO: Key Strategies to Boost Your Website's Visibility

In this post, we’ll dive into the essential strategies for mastering Search Engine Optimization (SEO) and improving your website's visibility. From keyword research and on-page optimization to link-building techniques, these tips will help your site rank higher on search engines like Google. Whether you're a beginner or looking to refine your skills, this guide will provide actionable insights to enhance your site's SEO performance and drive more organic traffic.

KennedysNicApprentice

Portal/Knowledge Base

Solutions in Draft status visibility.

Hello,When solution is in a draft status and only visible to agents for the folder, will that solution appear in any searches with in the ticket or Servicebot.The reason for ask to provide context, management want a “hidden” folder to archive solutions that are no longer used, etc. as there is no way to “hide” these via checkbox or other method, the ide was to but them in a folder that is only visible to agents (as there is not option it make it only visible to a particular group) and then leave them in a draft state - my understanding that any solution in draft should be used for ticket solutions, etc. but I cant find any documentation that confirms this.Thank you

msconfig87Skilled Expert

Ticket & Workflow Management

New API attributes introduced - Where is the description??

Recently I did an API call for the requested items of a service request: https://api.freshservice.com/#view_req_items_of_srIn the past it looked like this:{ "requested_items": [ { "custom_fields": { "request_type": "xxxx", "name_new_employee": "xxxx", "location_new_employee": xxxx, "manger_new_employee": xxxx, "date_of_entry_new_employee": "xxxx", "comment_new_employee": "xxxx", "select_your_old_computer": null, "what_should_happen_with_the_old_device": null, "manager_replace_device": null, "comment_replace_device": null }, "id": xxxx, "created_at": "xxxx", "updated_at": "xxxx", "quantity": 1, "stage": 1, "loaned": false, "cost_per_request": 0, "remarks": null, "delivery_time": null, "is_parent": true, "service_item_id": xxxx } ]}If I do the same request today it looks like this (there have been added some fields form our side - ignore that fact

AdamHendrenApprentice

Portals, Emails & Other Channels

Facebook within Freshdesk

How do others utilize Facebook within Freshdesk. It is very nice how the twitter posts feed into the Social area and you can review without every tweet becoming a ticket. Would be great if you could monitor Facebook posts in the same way without them becoming tickets. I understand you can use the filter for key words but it would be nice to have a social media agent you can monitor the entire Facebook flow without leaving Zen. THen being able to convert specic posts they see into tickets manually.Are there some marketplace apps that some have utilized that provide greater functionality with Facebook/Fresdesk in this way? Would be nice to have it contained within Fresh and not having to leave to a third party app.

paulg44Apprentice

Re-order solution article order not working

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

ayaz ken 12Apprentice

Optimizing Workflow with Automation Tools in Modern Software Solutions

In the ever-evolving world of software development, the integration of automation tools has become crucial for enhancing efficiency and reducing manual errors. By leveraging automation, teams can streamline repetitive tasks, allowing them to focus on higher-priority projects.For instance, tools like continuous integration/continuous deployment (CI/CD) pipelines have revolutionized the development process, ensuring that code changes are automatically tested and deployed without delay. This reduces the turnaround time for releases, improves code quality, and minimizes bugs.I’ve personally explored a variety of automation platforms, and based on my experience, tools like Freshservice and Freshsales are excellent examples of integrating automation into customer service and sales workflows. These tools allow businesses to automate repetitive tasks, improve customer experience, and enhance operational efficiency.Are there any automation tools you’ve found particularly useful in your software

FahadmandiApprentice

Getting Started

How to Improve First Response Time (FRT) in Freshdesk for Gaming/Entertainment Sites?

We've been using freshdesk to handle user queries for our gaming platform stumble guys modded version game where users often need quick support related to gameplay issues, update or access problems.I wanted to ask:What are the most effective ways to reduce First Response Time (FRT) in Freshdesk?More specifically: Any automation workflows you recommend? Does integrating Freshchat significantly help? Can we create response time SLAs by issue type (e.g., tech support vs. account help)? Would love to hear what’s worked best for other fast-moving businesses, especially in digital or entertainment industries.Thanks in advance!

evelyngraceApprentice

Is There an Ideal Way to Integrate iPhones with Freshdesk for Field Teams?

Hey everyone,I’m currently looking into better ways to streamline support operations for a small field service team that primarily uses iPhones while working off-site. We’re using Freshdesk for ticketing and communication, but I’ve noticed a few quirks with the mobile app experience — especially around notifications and real-time syncing.Has anyone here successfully optimized their Freshdesk setup for iPhone users? Are there any specific iOS settings, app integrations, or even third-party tools you'd recommend to improve workflow, battery usage, or overall usability?Really curious to hear how others are managing this — especially from teams where iPhones are the primary or only mobile device in the field. Open to any tips, hacks, or even things to avoid!

1
2
3
4
...
7

Page 1 / 7

Badge winners

shfiiihas earned the badge Salud, Ideator
selena512has earned the badge Lightning (Mc)Learner
jbeahanhas earned the badge Lightning (Mc)Learner
jbeahanhas earned the badge Salud, Ideator
m.davishas earned the badge Lightning (Mc)Learner

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK