Freshworks Community | Freshworks Community

From Features to Fluency: Keeping Agents Up to SpeedTOP CONTRIBUTOR TIPS

Hello Folks !One of the harder parts of onboarding new staff to a platform like Freshservice is the wealth of features available to them. Even after the initial training, new features and updates are being added each month. Keeping your agent base up

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16 hours ago

T.BelevskaTop Contributor ⭐

Getting Started

How to migrate without disrupting your support team or customers?TOP CONTRIBUTOR TIPS

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event. Here are a couple of practical approaches to help your team migrate smoothly: 1. Plan early and prepa

Louby99Apprentice

can you associate a Change with another Change?

Is it possible to associate a Change with another Change? I cannot work out how to do this.

mrjohn-23Apprentice

Triggering SLA Reminders for High-Priority Tickets in Freshdesk

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets?

10

Automations and Workflows

A

alexandrosApprentice

Automating scheduled work from tickets (calendar / Outlook integration)

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event T

372

2 days ago

Mohamed.ghareebApprentice

Dynamic Email field validation before submit

We have created a service item for email group creation. is there any way to validate if the email being created exists already or not before submitting the request

kbaconApprentice

Updating the Reply template subject to include the agent who is replying

Good afternoon everyone,First time poster here. 😁I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’

222

N

3 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

111

5 days ago

CharbelEApprentice

How to change requestor from email to name

Hi! We currently have our service requests set up to where an email is required to be entered. Im looking to figure out how we can change that to have it be an autofill for a name instead. It would be easier for colleagues to look themselves or each

jp1991Apprentice

Pass onboarding information to form

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc. The next step has User B fill ou

Louby99Apprentice

can you associate a Change with another Change?

Is it possible to associate a Change with another Change? I cannot work out how to do this.

mrjohn-23Apprentice

Triggering SLA Reminders for High-Priority Tickets in Freshdesk

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets?

10

Automations and Workflows

A

alexandrosApprentice

Automating scheduled work from tickets (calendar / Outlook integration)

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event T

372

2 days ago

Mohamed.ghareebApprentice

Dynamic Email field validation before submit

We have created a service item for email group creation. is there any way to validate if the email being created exists already or not before submitting the request

kbaconApprentice

Updating the Reply template subject to include the agent who is replying

Good afternoon everyone,First time poster here. 😁I’m trying to update our Agent Reply template to give greater visibility to our requesters on who is replying to the ticket. I’ve tried updating the template with the Agent Name placeholder but when I’

222

N

3 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

111

5 days ago

CharbelEApprentice

How to change requestor from email to name

Hi! We currently have our service requests set up to where an email is required to be entered. Im looking to figure out how we can change that to have it be an autofill for a name instead. It would be easier for colleagues to look themselves or each

jp1991Apprentice

Pass onboarding information to form

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc. The next step has User B fill ou

RyanF56Apprentice

How is everyone delivering all “Awaiting Approval” or “Pending Review” changes to their CAB Board? I know it can be done manually by copy/paste each Change URL into an email and sent out, but was wondering if anyone has created a scheduled report or

MichelsApprentice

Create Link to Ticket with specific category

Hello,I want to create a new button in the portal landing page which creates a ticket form with a specific preselected category. The category is “Sicherheitsvorfall melden”.https://firma123.freshservice.com/support/tickets/new?helpdesk_ticket[categor

493

Workflow - Search NodesNew Idea

6 days ago

Using Freshservice

Getting Started

214 topics

How do I....?

1789 topics

Using Freshdesk

CX and Customer Support

Getting Started

68 topics

AI & Bots

17 topics

Knowledge Base

78 topics

Automations and Workflows

361 topics

Ticketing & Agent Productivity

293 topics

Portals, Emails & Other Channels

378 topics

C

CaraSkilled Expert

It would be amazing if when you did a search within the workflow, it did not just search the free text but also search the nodes themselves. It can be hard to troubleshoot the issue with a form if we do not have this function. For example, if we had

1

rainmakers99Active Contributor

Analytics add reporting on Service Catalog item custom fieldsNew Idea

For analytics add the ability to report on the custom fields created for service catalog items. The export feature already exists in Data Export if the filter is set, so setting a similar option would be helpful for reporting.

1

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R

16 hours ago

paulroberts89Top Contributor ⭐

Data Validation on Catalog FieldsNew Idea

Currently it isn’t possible to add data validation to Service Catalog fields. An example would be when asking for a charge code for an item, a standard format could be specified to ensure users provide all the required values. The current form questi

8

CaraSkilled Expert

On-boarding & Off-Boarding & Journeys - Support PortalNew Idea

If you have the On-Boarding, Off-Boarding and Journeys’ Disabled in the Agent Portal, it should be disabled from being visible on the Support Portal: This is just confusing for the customer and messy, if it is not being used it should be hidden. We

2

marsha.jamesContributor

Skip closed ticket notification as part of dispacth'r / observer / supervisor rulesClosed for Voting

Whilst it is possible to skip new ticket email notifications as part of dispatch'r / observer and supervisor rules, you can't do the same and skip closed ticket email notifications for certain criteria. I would love to have a "Skip closed ticket no

1

658

Toast Notification for Closed TicketsNew Idea

LeighanneSkilled Expert

Currently, toast notifications will ‘go away’ on their own with the exception of closed tickets that will just stay there for seemingly ever. This is really frustrating to have to manually close out of every time we close a ticket. I like the toast n

2

567

Ticket & Workflow Management

J

JBNApprentice

workflow action / Add sub-ticketNew Idea

Freshservice has been in use at our company for more than five years. We have made several attempts to integrate tasks, but ultimately moved away from them due to the following drawbacks: Limited Dashboard Integration: Reporting and visibility within

10

CaraSkilled Expert

Canned Responses - Include Placeholders for ChangeNew Idea

There are no placeholders available in the Canned Responses. We were after having them for the Maintenance Page as well as any Change Process but there does not appear to be any placeholders for the Change Module available. You should be able to filt

1

LouisefApprentice

Apply business hours to Hourly Trigger automationsNew Idea

I have searched the community and see this has been requested more than once but never seems to progress.It utterly ridiculous that you cannot apply business hours to Hourly Trigger Updates.For example, we have an internal process for GDPR deletion r

1

sbellApprentice

Format Code Inside notes and replies to ticketNew Idea

Just as the title says, we would like to be able to format or “point out” code in the text boxes for replies and public/private notes. Seems to us like an easy thing to implement and will be extremely useful to the product in general.

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