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🎉 Announcing our Community Top Contributors: The Super users shaping the Freshworks Community!

12 days ago

13,058 Posts
35,781 Replies
47,485 Our Members

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Important Announcement

🎄 Holiday Announcement | Seasonal Pause: We're away December 18 – January 2

Hello everyone,As we head into the holiday season, our team will be taking a little winter break from December 18 to January 2.For any urgent product-

Forum|Forum|8 days ago

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🎄 Community Holiday Series 🎁

Celebrate the season with us! Join holiday polls and fun conversations,
all month long!

It's that time of the Year !!!! Welcome to the #CommunityHolidaySeries [POLL] 🎄❄️⛄

0

What holiday-specific processes or workflows does your team implement to keep response times fast and CSAT high? 🎄

3

If your team could unwrap one AI superpower this holiday season, which one would you choose? 🎄

0

If you had to sum up your work year in one meme, which one would you post? Drop it below :) 🎅🎄🎁

4

As we wrap up 2025, which Freshservice/Freshdesk feature deserves the biggest thank you from your team? 🦌 ❄️ 🔔

11

Your honest Holiday OOO note: what would it actually say if you could get away with it? 🦌 ❄️ 🔔

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C

ChaikoApprentice

Ticketing & Agent Productivity

Keyboard shortcuts stoped working

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

staceymApprentice

Export Ticket - Set Date not showing date fields

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range.

291

57 minutes ago

lillyboldApprentice

Knowledge Base

How to change the name "Knowledge base" to "Help Center"

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal. From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are tryi

541

1 hour ago

grizdevApprentice

Ticketing & Agent Productivity

Add multi-line custom field data to ticket body?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using

1081

1 hour ago

P

pabloatcoeptApprentice

Portals, Emails & Other Channels

Outgoing emails blocked, can't respond to clients

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at [email protected] I've contacted [email protected] but they are taking a bit too long to fix this issu

321

1 hour ago

paulg44Apprentice

Knowledge Base

Enable forum category icons similar to solution categories

The ability to add icons to forum categories to make it consistent with solution categories.I think this would be a good UI change as currently if you have multiple forum categories the icons look like this :Forum stock icon I’d like to add icons lik

191

1 hour ago

M

mat_ida_dkApprentice

Automations and Workflows

Missing notifications when an Agent of FreshDesk is a Requester on a case

We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned th

DimitraApprentice

Textarea field for ticket

Hello, I just started using Freshdesk and I have a couple of questions.1. In the textarea field of the ticket form, Is it possible to A) translate the placeholder and B) disable to code button.2. Is it possible to edit the icons for Knowledge Base, N

111

1 hour ago

M

MchandokApprentice

Ticketing & Agent Productivity

Multiple Error Emails: Undelivered :Ticket received

Hi Team, I am getting multiple reponses as "Undelivered: Ticket Received" on my freshdesk a account for a client. Pls help to resolve. Thanks,Mansi @Daniel Söderlund @Nav_in @mbutler @Joshua.Lawrence @nick_marko

341

1 hour ago

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htran.freshApprentice

Automations and Workflows

Merge vs Associated tickets

I know that merge tickets close out the secondary tickets and attaches to the primary ticket but do the users who submitted the secondary tickets still get replies if i reply to the primary ticket? Does associated tickets do the same? Do the associat

321

4 hours ago

pierreemApprentice

Portals, Emails & Other Channels

Outgoing blocked since 1 weeks, support sleeping

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we a

131

4 days ago

Kamakshi VCommunity Manager

Announcements and Events

Your honest Holiday OOO note: what would it actually say if you could get away with it? 🦌 ❄️ 🔔

Let’s get CREATIVE PLEASE……

160

5 days ago

megankCommunity Debut

How do I....?

API Authentication with OAuth

I’m creating an integration to create Freshservice tickets using phone call data. This service is intended to live outside the Freshservice platform but I cannot find documentation for using OAuth with the APIs.I saw on a community post that Freshser

1468

6 days ago

benkitvApprentice

How do I....?

Device42 / Assets and Services

We are starting to use Device42 to import a full list of our assets and, so far, we’ve had a good experience with it. However in order to make the most of the ‘Impacted Services’ feature in the Change module, we want to be able to link our assets to

120

8 days ago

LukeCTop Contributor ⭐

Getting Started

Agents in Contact/Requester Groups? Changed?

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely

ewgnickpApprentice

Freshchat memory usage

Hi,I seem to have an issue with Freshchat using an excessive amount of memory when I’m in Freshservice. Firefox profiler shows it using 1GB on its own. Anyone else seen anything similar? It’s kind of out of control, and I was wondering whether any

623

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11 days ago

Wayne RobinsonContributor

How do I....?

How to Apply an SLA to an Incident based on Service in Freshservice

How do I configure Freshservice to use the SLA assigned to a Service listed as an Impacted Service in an Incident? I do not see Impacted Service as a Trigger option on an SLA in Admin → SLA and OLA Policies.In our previous ITSM system we setup SLAs

341

15 days ago

Enterprise4828Apprentice

API and Webhooks

How to request a Change for approval for a team of people using the API?

I am using the Freshservice API, and I made a change. I now want to submit the change for approval, but not against 1 person. It is more like a group of people. In the Web Interface, I would normally click “Request for approval”, then click “CAB Appr

2572

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15 days ago

Sampath1985Apprentice

How do I....?

Query on Generating PR & PO Reports in Freshservice

Team As we are currently using Freshservice to create laptop requests, I’d like to understand whether it’s possible to generate PR and PO reports directly from the same portal after approval.Could you please confirm if this feature is available or if

FemApprentice

How do I make it so the knowledge base is only for agents. We don't want it for customers.

584

C

20 days ago

Resonate with these ideas? Share your vote!

Ability to update Resolution Due (Due Date) in bulkNew Idea

It would be extremely helpful to have the ability to update due date (Resolution Due) for multiple or all selected tickets in bulk. I have a high volu

H

Forum|Forum|4 days ago

🔥 JeetWin Today: Top Winning Tips & Latest Online Betting Updates You Must KnowNew Idea

JeetWin continues to be one of the most talked-about online betting platforms, offering exciting opportunities for players who want to win smart and s

+ 1

Forum|Forum|8 days ago

Allow bulk update of tickets to REMOVE tagsNew Idea

When performing a bulk update of tickets, it’s possible to add information such as tags.There does not appear to be any way to remove existing tags fr

A

Forum|Forum|4 days ago

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