Freshworks Community | Freshworks Community

AMA on Freddy AI Agent - Post your Questions !!!

KamakshiCommunity Manager

AI & Bots

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 feedback, pain points or areas where you'd like more help, resources, or improvements

slleeApprentice

No response from Freshworks Support & Billing – looking for alternative contact channel

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I h

hiroApprentice

Knowledge Base - font size in article is very small

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.

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30 days ago

RobCrossAareonContributor

Internal Tickets

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool tha

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mymukApprentice

Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will k

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AlineCCApprentice

Auto Email Functionality in Freshdesk

New rule for some types

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our met

martinj_ukApprentice

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum (

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Does anyone know how to configure images in help articles to display at full size on mobile devices?

LinnealvesApprentice

Knowledge Base

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

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Freddy AI Monthly Roundup – Latest Updates for CX

KamakshiCommunity Manager

AI & Bots

Hello Folks!Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy

slleeApprentice

No response from Freshworks Support & Billing – looking for alternative contact channel

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I h

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27 days ago

AlineCCApprentice

New rule for some types

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our met

651

Portals, Emails & Other Channels

maxhentschelApprentice

Outgoing emails are blocked for my account?

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” My account: https://pflegelust-gmbh.freshdesk.com/ T

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3 months ago

m.hilserApprentice

Custom ticket status does not appear in Automation rule dropdown

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as ex

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3 months ago

andersreveTop Contributor ⭐

Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

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Daniel BarrettApprentice

WhatsApp automation - send auto reply ONLY when incoming message

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers t

810

Portals, Emails & Other Channels

pierreemApprentice

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

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?

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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

2072

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

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Add Agent name to Freddy AI Resolution InsightsNew Idea

Using Freshdesk

CX and Customer Support

Getting Started

72 topics

AI & Bots

18 topics

Knowledge Base

76 topics

Automations and Workflows

365 topics

Ticketing & Agent Productivity

294 topics

Portals, Emails & Other Channels

378 topics

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Gary_RApprentice

Would like to see the agents name who resolved the issue next to the ticket number for quicker resolution.

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Build Mobile For Your Shopify StoreNew Idea

It’s amazing to create a mobile app for your Shopify store. This is the only option to stay in competition with your competitors. Many businesses have already shifted towards mobile commerce.After building a mobile app for Shopify store for your busi

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Employee Onboarding - Form FieldsIn progress : Included in Product Roadmap

Peter HeltoTop Contributor ⭐

The employee onboarding captures all data from the onboarding submission into text data. This makes functionality in other parts of FreshService not work correct. For example This text data does not flow into the mobile app because the mobile app on

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Restrict Email Ticket Creation to Authorized Contacts Only and Prevent Auto-Creation of New Contacts from Incoming Emails - IdeaNew Idea

spencer.barrettApprentice

Detailed DescriptionFreshdesk currently allows tickets to be created via email even when the sender is not an authorized contact. In addition, if a sender does not already exist as a contact, the platform can effectively allow that person to enter th

2

james.foley_18188Apprentice

Prevent unsolicited emails from non-registered people to create a support ticketClosed for Voting

Hi,Currently, if anyone sends an email to our support email address, it automatically creates a ticket. However, we wish to move to supporting only those customers that are registered with us for support.If someone is not registered to receive suppo

0

rushikeshdube09Apprentice

asset tag should not be editedNew Idea

Dear Team, Currently the Asset tag is a editable field which any one can edit, this field should be not allowed to edit one account admin should have that option to edit the asset tag.As now we are using asset barcode which contains the asset tag num

1

Analytics - Paragraph TextNew Idea

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be p

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