Recently active topics

published in Apps and Marketplace Integrations

Experience conversational, zero-touch IT support with Freshservice + Microsoft Teams 🤖Blog

Hello everyone! Welcome to the first episode of "Appsolutely Connected With Freshservice" – your ultimate guide to top apps that can supercharge your service desk efficiency. 🛠️💼Today, we're diving headfirst into the exciting world of Freshservice + Microsoft Teams integration. Get ready to discover how this duo can take your service desk to the next level!🤝🌟🌟The challengeIn the digital age, employees expect instant help and self-service options, just like in their consumer lives. From online shopping to virtual assistants like Siri or Alexa, they've come to demand a seamless experience.This shift in consumer expectations has significantly influenced their demands regarding IT support within the workplace. They want the same instant assistance and self-service capabilities, and traditional IT service desks may not always meet these expectations.💡Modern problems require modern solutionsOrganizations are embracing chatbots and AI-powered Virtual Agents to meet employees' high expec

4537

36 minutes ago

BonesawContributor

asked in Automations and Workflows

Problem with dependent fields

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

38217

4 hours ago

Daniel SöderlundSkilled Expert

posted in AI & Bots

Optimize solution articles for Freddy AI

Hello everyone, As more and more people start using Freddy AI, have you considered optimizing your solution articles?I found this Best practices to create solution articles : Freshservice, good start but I think we need more. Does anyone have similar articles for different departments within the company? For example, if you’re in a corporate group with multiple HR or Finance teams, all using the same Freshservice instance.How can we manage that the requesters for company X get solutions for company X and not Y and Z? @Kamakshi V do we have anyone from the Freddy Team that can help out here ?

865

6 hours ago

tkiraneApprentice

asked in Contacts & Companies

Associating company with specific portal

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

1134

6 hours ago

BlueBerryTartApprentice

asked in Automations

Trigger workflows based on the use of a Solution article

My team have mentioned they find it weird that the articles, whilst they list analytics, don’t actually mention where articles were used in which tickets. They’re come from multiple other systems in the past where when an article is used there was clear cross linking between the objects. I can see that if you use “insert link” into the note/reply… Well thats a link sure.But there is no concise list or proper link between the objects say like an associations or relationship.Also on the KB side only the analytics update and dont show the tickets linked.Additionally if you paste the content of the KB into the response then no such link is visible. I was brain storming perhaps using a workspace with Problems as a middle man to arrange these links. Such that I’d have a problem per KB used and that KB and all tickets where it was used would be linked to this Problem object.But I am not seeing potential triggers or conditions that would help detect the use of KB’s/Solutions though? Am I missi

152

10 hours ago

SumithraCommunity Manager

published in Apps and Marketplace Integrations

Combine fast, streamlined support with delightful employee experience through Freshservice + Slack integration 🤖Blog

Hello everyone! Welcome back to the second edition of “Appsolutely Connected with Freshservice” – your ultimate guide to top apps that can supercharge your service desk efficiency. 🛠️💼I am Sumithra Gopalakrishnan from the Freshservice product marketing team. I work with the integrations team to train the spotlight on the apps and integrations that will give your service desk a definite boost. I love checklists, so get ready to see some exciting lists coming your way on how to get the most out of the Freshservice integrations. (Say hello if you are a checklist geek too!)Today, we will see how the Freshservice integration with Slack helps enterprise service teams and employees! 🤝🌟 💡Get the most out of SlackFor most modern organization, Slack is the collaborative hub where work happens. But employees often have to move out of their workspace to a different platform to raise requests, report issues or ask for assistance. And agents have to toggle between tools to stay on top of their

2195

15 hours ago

anupama.phalCommunity Manager

published in AI & Bots

🚀 Freddy Friday: Supercharge Your Service Desk with AI!Freddy Fridays

Hey Community,Curious about how AI can transform your service management and boost team productivity? 🔍 Explore Freddy AI with a Personalized Demo ✅ Freddy AI Copilot: Boosts agent efficiency with smart, time-saving actions while maintaining exceptional service quality.✅ Freddy AI Agent: Empowers employees with AI-driven self-service for faster issue resolution.✅ Freddy AI Insights: Delivers actionable insights for smarter, data-driven decisions. 💡 Why Choose Freddy AI?Trusted by leading organizations, Freddy AI accelerates resolution times, boosts employee satisfaction, and transforms service delivery — all powered by cutting-edge GenAI within Freshservice. 🗣️ Hear from Our Customers:"Freshservice's AI capabilities are the backbone of our IT operations.” — Porsche eBike Performance 🚀 See It In Action! Experience the future of AI-powered support with this personalized Freddy AI demo!CheersAnupama Phal

1 day ago

GraemeWApprentice

asked in AI & Bots

Reply to ticket option on Service Bot - missed by some users

Hi - we have an issue and wondered if others have experienced the same and are there suggested solutions.When an agent replies to a ticket it sends a notification to the Service Bot on Teams The post has a clear “Reply to ticket” button, but some users reply to the chat instead The Bot then tries to reply to the user comment, but it is totally unrelated to the ticket User gets frustrated when the Service Desk keeps asking the same question, because the user is replying (so they think) but the ticket is obviously not being updated as the user did not use “reply to ticket” Obviously this is a user education issue - but I wondered if there are any cool solution ideas. We do not want to switch off the functionality because a tiny percentage of users are confused.

1 day ago

Kamakshi VCommunity Manager

published in People-First AI Collective

☕ Freddy AI Agent for CX: Community Coffee Chat with AI Experts | May 27 | 9:00 a.m. PST

Hello Folks!Join us for an interactive AMA session with @shrey450 and @ankitha.harinath from the Freddy AI team. 💬 This is also a great opportunity to share your pain points or areas where you'd like more help, resources, or improvements —designed to fit into your day without disrupting it. 📅 Date: May 27, 2025🕘 Time: 9:00 AM PST💬 Format: Text-based discussion on the comments section What to Expect: Participate in a 45-minute text-based conversation. Gain perspectives directly from our Product Experts Share your experiences and learn from peers. Thought trigger Questions: Deployment Challenges: What obstacles do you encounter when configuring AI Agents, and how can we streamline the process? Knowledge Integration: Are there additional sources (e.g., CRM, ticket history, internal wikis) you'd like AI Agents to utilize? Performance Metrics: What insights would help you better assess the success and impact of AI Agents? Participation Guidelines: ✅ Use A1

974

1 day ago

anupama.phalCommunity Manager

published in AI & Bots

💡 Freddy Friday: Not Sure Where to Start with AI? Join us to take off 🚀Freddy Fridays

Hey Community!Wondering how to successfully integrate AI into your IT service management? Worry no more! We are excited to announce that our Freddy Masterclass Webinar Series is now available on-demand to guide you every step of the way with Freddy Copilot. Here’s a sneak peek of what our first webinar will cover:🧠 Why AI Now?Discover why AI is more than just a buzzword and how it’s evolving service teams to meet modern employee expectations. This is your chance to understand the real-world benefits of incorporating AI into your operations.🧠 Freddy AI in ActionLearn about the transformative power of Freddy AI! See how it assists with self-service for employees, enhances agent productivity, and provides critical insights for decision-makers. 🚀🧠 Real ImpactHear inspiring success stories of enterprises that have unlocked unprecedented levels of productivity and achieved significant improvements in resolution and response times. 📈But that’s not all! We'll also delve into our exciting

brieflyApprentice

BrieflyShort provides concise and engaging content for quick insights. The pricing for its services or products is competitive, catering to various needs. Delivery is prompt and efficient, ensuring timely access. For the latest price and delivery details, visit BrieflyShort.com.

1 day ago

EmnaMaya453Apprentice

asked in Freshworks User Network San Diego

Issue with Magis TV APK Installation or Streaming?

I recently installed Magis TV APK to stream live channels, but I’m facing some issues. The app either crashes, buffers a lot, or fails to load certain channels. I’ve tried clearing cache and reinstalling, but the problem persists. Has anyone else experienced this? Any solutions to fix streaming issues or improve app performance?

4434

1 day ago

LeighanneContributor

asked in Automations

Cloning Ticket Through WorkFlow Automation

Hello FS Community!Has anyone had any luck cloning a ticket through workflow automation? I will say, coding is NOT my strength, but it seems like cloning is a possibility in FreshDesk, but when I apply the same/similar parameters in Fresh Service, I’m unsuccessful.I currently use tasks in select ticket automations, but since we track ticket counts, completing tasks is not exactly a fair way to see what users are doing. Alternatively, in our reports, when I look at who is completing tasks, it only will show the agent that closed that ticket, not those that completed the tasks under the tickets.Help/suggestions?-Leighanne

443

2 days ago

jleechpeApprentice

asked in Automations

Timeout on Powershell Orchestrator Run?

Is there a timeout for the Orchestrator to accept return values from the Powershell App?I’m trying to automate looking for unique UPNs across multiple AAD tenants (to simplify future migration) and collecting all the active users takes several seconds. When I try running the exact same command using Invoke-Command I get a response back in 25-30 seconds typically but the Workflow Automator never gets anythingTesting using a simple sleep+date command shows that 15 seconds usually works, 20 seconds only returns on rare occasions and 25 seconds never works.Sleep -seconds 20Get-DateAm I missing something, or is this a limitation where it won’t collect the return value/status when the call takes longer. I’ve been able to validate that the actual process completes on the remote machine through start/stop-transcript, so it isn’t a failure to run, simply to return the information to Fresh.

2073

2 days ago

HoveysContributor

asked in Automations

Is it possible to relate tickets using the API in Freshservice?

I’m trying to find a way to create a new ticket and have it get added as a child ticket to an existing ticket. I know i can GET the parent\child data from the API, but cannot figure out how to add it using a PUT or POST command. Is there a way to do this?

150

2 days ago

joonasvContributor

asked in Automations

Freshservice Workflow Automator stops working after Orchestration automations

We have a issue using App Orchestrations with Workflow Automations, they break the Workflow Automator from continuing to other automations. The issue is that we currently have 162 Workflow Automations because we have multiple customers, which all require their own automations. Some of these automations have Orchestrations in them, for example, escalating tickets to Pagerduty for on-call agents or sending ticket information to Slack using their respective Orchestrators.The issue is that if, for example, Automation #10 out of 162 has a Slack Orchestration to send the ticket details to a Slack channel, and it it’s event and conditions are checked as True, the Slack Orchestration is initiated. This is great, so far everything works as expected, however, the following Automations will never run, meaning that 152 Automations are left out, even if they might not even trigger.Setting a timer for these doesn’t work either, as Workflow Automator goes through the list of automations one by one, i

65713

2 days ago

sheagordonContributor

asked in Assets

Editing Service Request after Rejection

In reviewing the ability for requesters to edit a service request after an approver has rejected a request, once the requester edits the service request, the approver doesn’t have the ability to now Approve it. On the Agent side it shows as rejected and the field is not editable. How can I structure the service request to have the Approver be able to review the changes and Approve/Reject the service request? I’d also like to have this automated so the Agent would get the alert that changes were made and they receive a new approval alert.

3153

2 days ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 6: Press play - The events section unveiled.Getting Started

Hey, hope you are having a great day! On to the next stop - this is a big one! The Events section Click on the events section in the top bar on the homepage and find yourself amongst a plethora of upcoming events. From thought leadership led webinars, Freshworks product specific tutorials, Subject matter experts led events, virtual conferences and workshops, we have something for everyone across products.Dive into an event of your choice to know more - check out the date, time, speakers and agenda. Set a reminder by adding it to your calendar! Pro tip: Hit attend to register for an event of your choice and stay updated with all the action! If you don’t receive the registration link or are unable to join the live link, please feel free to reach out to your Community Managers with a DM.

1587

2 days ago

Anonymous

asked in Automations

Thoughts on This New Disposable Pod?

Hey everyone, I came across a new disposable pod device and was wondering if anyone here has tried it. It’s a 600-puff model with 20mg nicotine strength and seems to be an upgraded version of an existing one. How does the flavor compare to previous versions? Is the vapor production decent, and does the battery last through the advertised puffs? Also, any noticeable differences in throat hit or overall experience? Would love to hear your thoughts before picking one up.

372

2 days ago

Kamakshi VCommunity Manager

published in People-First AI Collective

Say Hello to Freshworks University — Explore the new Freddy AI CoursesFREDDY AI COURSES

Hello Everyone!We’re excited to introduce Freshworks University, our revamped education platform designed to help customers master Freshworks products with confidence and clarity. From onboarding essentials to advanced certifications, it’s built to support you at every step — helping you navigate complexities, uncomplicate the learning experience, and drive rapid impact in your business. What’s new with Freshworks University? ✅ Role-based learning paths tailored to real-world use cases✅ Revamped course content across the Freshworks ecosystem✅ Certifications to validate and showcase product expertise✅ A simplified, intuitive experience designed to make learning seamless and accessibleOn that note, here’s another exciting update — we’ve just dropped a fresh set of courses to help support teams level up with AI-powered tools. Freddy AI Agent (Freshdesk) Learn how Freddy AI Agent enables accurate, 24/7 customer support across channels — and how teams can configure and customize it to s

1292

2 days ago

AnqdersContributor

asked in Ticket & Workflow Management

Expression to Create Task 3 Weeks After Task Completion with Specific Date Conditions

Hello,I’m trying to set up a workflow automation in Freshservice where a new task is created 3 weeks after a task is marked as "Completed", but I need to ensure the following conditions for the due date of the new task: If the 3-week deadline falls between the 1st and 14th of the month, the due date should be set to the 15th of the month. If the deadline falls outside of this range, it should be set to the calculated date (3 weeks from the completed task). Additionally, if the calculated date happens to fall on a weekend (Saturday or Sunday), I’d like it to be adjusted to the following Monday. I’ve tried using the Expression Builder with functions like addDays(), formatDateTime(), and if(), but I keep encountering syntax errors or incorrect results.Here is the expression I’ve tried so far:if( formatDateTime(addDays(task.completed_at, 21), "dd") <= "14", parseDateTime(formatDateTime(addDays(task.completed_at, 21), "yyyy-MM") + "-15"), addDays(task.completed_at, 21) ) This doesn’t

244

2 days ago

lsommerApprentice

asked in Automations

Time and Date Custom Fields and time functions (diffinhours)

I’ve got a service request that takes in a date and time field, then using an expression in a workflow, diffinhour(now(timezone), *Custom field from service request*), I determine if that time is in the future or the past. Testing the expression in the workflow editor worked great, but once I submitted a ticket, it failed with an invalid operand. It appears that the custom date and time field does not report in the correct format for the functions in expression builder? Has anybody experienced something similar? Is there a known workaround?

333

2 days ago

AAlexiouApprentice

asked in Ticket & Workflow Management

Asset Workflow for Used By

I’d like to create a workflow to automatically assign the Asset to the User using it.Doing this manually is hell for hundreds of Assets.So we send the Agent to the users via InTune. We get the information “Last Login by” and I would like to link this information to the field “Used By”.How should I go about it to create such a workflow?

42811

3 days ago

MaxEBApprentice

asked in Apps and Marketplace Integrations

FreshService and Jamf School

Hello,We must deploy freshservice for our 3000 students soon.Our establishments are digital and our students work only on ipad.These are administered and managed by jamf school version.How can we deploy the application with the URL of our preconfigured instance?We have the possibility to attach an XML file in Jamf but what to put in it?Thanks for your help

27110

3 days ago

HaruApprentice

asked in Analytics, Reports & Dashboards

Freshdesk doesn't load

We have a team in Philippines and some of them have been experiencing Freshdesk stops loading for quite some time. 2 agents who experience this issue often are located in Davao Region, Mindanao. Our head office is located in Australia and our call centre is in overseas, but the rest of us barely never have this issue. Is there a known issue in the country or region? This has been disturbing our operation and I need a solution asap. Thank you!

231

3 days ago

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