Skip to main content

Ideas
Top Contributors
Freshworks University
Events
Groups

en
Ask Your Question
Join In

Mastering the Multi-Channel Feedback Loop: The New CSAT

(Tue, Feb 17, 3:30 PM)

13,198 Posts
36,062 Replies
48,258 Our Members

Welcome to the Freshworks Community

How can we help Uncomplicate your day?

Ask questions. Share solutions. Network with Peers and Experts.

START YOUR JOURNEY

Welcome Center

Join Groups

Freshworks University

PICK YOUR PRODUCT

Freshservice

Freshdesk

Freshchat

Freshcaller

Freshdesk Omni

Freshsales

Freshmarketer

Unified CRM

PICK YOUR NEED

Customer Experience (CX)

Employee Experience (EX)

Ideas

Meet the Community Top Contributors

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

Forum|Forum|1 month ago

8827

How to migrate without disrupting your support team or customers?

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event. H

Forum|Forum|21 days ago

150

Uncomplicating learning with Freshworks University

Explore how Freddy AI Copilot transforms both customer and employee support with intelligent automation.

Freddy AI Copilot (EX) Freddy AI Copilot (CX)

Join the Conversation

Ask a question, offer a solution, or join in on the latest product conversations.

Recent Discussions
Answer Questions
Product Categories
Upvote Ideas

Magnus SantosApprentice

Billing support

Hi everyone, how are you?I'd like to know if I'm the only one having problems with support. I've had ticket #19529945 open since January 14th and haven't received a response yet. My system could go down at any moment due to lack of payment.

rebodetContributor

Report on Agent Availability

Is it possible to report on an Agent’s availability for round robin assignment? Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboa

chickpeafilaeApprentice

Best strategies for customizing Freshdesk workflows without breaking automations?

Hi everyone,I’ve been working with Freshdesk for a while now, and I’m starting to build more complex workflows to handle our support queues. The challenge I’m running into is that once an automation or workflow rule gets too detailed, it sometimes in

SamGApprentice

Automations and Workflows

Unassigning queued tickets when agent is unavailable

An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket

fadereliApprentice

What Freshworks tips or features do you find most useful

What Freshworks features, workflows, or tips have helped you most in your work? Do you focus more on automations, reporting, integrations, or something else? I’m interested to hear what parts of the platform others find most helpful and why.

MayurApprentice

Enabling service portal integration with DEX tool.

Looking for the steps for - Enabling service portal integration with DEX tool(Nexthink).

DaithiGApprentice

Automations and Workflows

Asset Assignment Notification

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

xukiterApprentice

Getting Started

user ticket assets

Hello,How can I make it so that when a user opens a ticket, all the tickets they have assigned appear in the "Active" section? Currently, when they open a ticket, it shows no active tickets, and I have to search for them manually.Thanks

Magnus SantosApprentice

Billing support

Hi everyone, how are you?I'd like to know if I'm the only one having problems with support. I've had ticket #19529945 open since January 14th and haven't received a response yet. My system could go down at any moment due to lack of payment.

WPreston013Apprentice

Contract Management - Usage questions

Currently our company is using the Contract section under the Assets Module that we are working on cleaning up and conglomerating. Right now we have our contracts listed as Year-Software (ex. 2025 - Google) but this has lead to having multiple entrie

rebodetContributor

Report on Agent Availability

Is it possible to report on an Agent’s availability for round robin assignment? Customer is concerned that an agent may mark themself as unavailable, but the only way to know is if you actively monitor the “Agent Availablility” widget on the Dashboa

chickpeafilaeApprentice

Best strategies for customizing Freshdesk workflows without breaking automations?

Hi everyone,I’ve been working with Freshdesk for a while now, and I’m starting to build more complex workflows to handle our support queues. The challenge I’m running into is that once an automation or workflow rule gets too detailed, it sometimes in

SamGApprentice

Automations and Workflows

Unassigning queued tickets when agent is unavailable

An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket

fadereliApprentice

What Freshworks tips or features do you find most useful

What Freshworks features, workflows, or tips have helped you most in your work? Do you focus more on automations, reporting, integrations, or something else? I’m interested to hear what parts of the platform others find most helpful and why.

DaithiGApprentice

Automations and Workflows

Asset Assignment Notification

Hi, How can we stop users getting an email when we assign an asset to them. I don’t see any option under email notificatons?

xukiterApprentice

Getting Started

user ticket assets

Hello,How can I make it so that when a user opens a ticket, all the tickets they have assigned appear in the "Active" section? Currently, when they open a ticket, it shows no active tickets, and I have to search for them manually.Thanks

Magnus SantosApprentice

Billing support

Hi everyone, how are you?I'd like to know if I'm the only one having problems with support. I've had ticket #19529945 open since January 14th and haven't received a response yet. My system could go down at any moment due to lack of payment.

WPreston013Apprentice

Contract Management - Usage questions

Currently our company is using the Contract section under the Assets Module that we are working on cleaning up and conglomerating. Right now we have our contracts listed as Year-Software (ex. 2025 - Google) but this has lead to having multiple entrie

joshvengleySkilled Expert

Simplified 'Search' field to assist Category/Sub-Category/Item fields for auto-population

I have a question regarding the Freshservice portal for end users. We have moved away from ‘Incident Categories’ and moved to the fields for Category/Sub-Category/Item.Things are working well, but a few inquiries have have come about stating too man

Getting Started

Freshservice Sandbox-to-Production Sync: Which modifications are automatically transferred?

Hi, I recently discovered that modifying an agent's email address within our Freshservice sandbox environment also unexpectedly affects that agent's email in our production instance. I’d like to know which agent attributes or actions performed in th

Using Freshservice

Using Freshservice

Getting Started

211 topics

How do I....?

1761 topics

Using Freshdesk

CX and Customer Support

Getting Started

65 topics

AI & Bots

17 topics

Knowledge Base

78 topics

Automations and Workflows

361 topics

Ticketing & Agent Productivity

291 topics

Portals, Emails & Other Channels

378 topics

CaraSkilled Expert

Status Page - Ability to Share the Problems with the Workaround to RequestersNew Idea

We would like the ability to share Problem workarounds and known issues to the customers. For problem management to have the ability to share these on the Status Page, much like Major Incidents and Changes (Maintenance) so that the customer can apply

1

Magnus ReinelTop Contributor ⭐

SSO for Status page loginNew Idea

Make it an option to logon via SSO to the status page, making it possible without having to verify logon every time you close a browser window...

16

Kyla GardnerApprentice

Portal/Knowledge Base

Ability to Create new fields within the (Solutions - Knowledge Base)New Idea

We would like to submit a suggestion to allow for developers to create more fields when Creating new Solutions - Knowledgebase Articles. Purpose would be to collect and obtain more metadata.

1

kristi.dennisContributor

Time Trigger Automation based on Agent AvailabilityNew Idea

Right now, Time Trigger Automations don’t have the ability to look at agent status - please make this happen! The screenshot included shows the functionality that currently exists on Ticket Update Automations; we really need this on Time Triggers: No

4

jwagnerContributor

Include 'Agent Replies to Ticket' in Notification SettingsNew Idea

Hi,The notification ‘Requester Notification / Agent Replies to Ticket’ isn’t currently available for updates like the other notifications. It would be great to have this added to the notification list so we can customize it in the same way.We’re able

5

heremahApprentice

Add requester to CAB Meeting inviteNew Idea

When creating a CAB meeting, you can add the changes to be discussed during the meeting. Upon saving, an email is sent to all attendees. In that email, the default placeholder {{cab_meeting.change_list}} is added (see screenshot below). This placehol

19

CaraSkilled Expert

Agent / Admin Roles - Create and Edit SeparateNew Idea

In any of the Agent or Admin Roles the option to create and edit anything, should not be in one tick box. They should be separated. We have teams that are allowed to create assets and some that are only allowed to edit. However, these are together so

3

CaraSkilled Expert

Business Rules - Sort Alphabetically in Service Item DropdownNew Idea

At the moment the Service Item Dropdown sorts by when the rules were created for that Service Item. This makes it hard to find the form you are looking for because it may have been added in the middle of the list and therefore requires you to scroll

1

CaraSkilled Expert

Wild Card SearchNew Idea

It appears there is no available option to wildcard search and simply requires the customer to know what they are looking for. This is not ideal as our customer often do not know what to look for and without a list or guidance we will get complaints

11

CaraSkilled Expert

Agent Group - ApprovalsNew Idea

You should be able to assign an approval task to a team rather than have to select individual people. This means that it is constantly having to be managed and updated to remove and add people that move between teams. You should be able to assign a

13

People-First AI Collective

Join our exclusive Freddy AI Group to connect, learn, and collaborate on building people-first AI experiences, from features and launches to insights and feedback.

Join the Conversation

Community Leaderboard

Show full circuit

Show full circuit

Excited user at laptop

Uncomplicate IT with Freshservice

Download Self-Help Guides

Excited user at laptop

Uncomplicate Customer Service

Download Self-Help Guides

Looking for more guidance? We've got you covered!

Developers' Corner

Are you a developer? Looking for a space to discuss platforms and APIs?

Product Updates

Learn about the latest product updates, improvements, and new features.

Customer Support

Go through our Support channels to get technical & engineering help!

Powered by Gainsight

Terms of Use Accessibility statement

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

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

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