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Mastering the Multi-Channel Feedback Loop: The New CSAT

(Tue, Feb 17, 3:30 PM)

13,241 Posts
36,146 Replies
48,452 Our Members

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Community Top Contributors Corner

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

🎉 Hello Freshworks Community! 🎉 Today is one of those moments that truly reminds us why communities matter — and why ours is something special.I’m bey

Forum|Forum|2 months ago

8977

TOP CONTRIBUTOR TIPS

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|29 days ago

322

TOP CONTRIBUTOR TIPS

From Features to Fluency: Keeping Agents Up to Speed

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 t

Forum|Forum|2 days ago

190

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J

jp1991Apprentice

How do I....?

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

snewtonjamesApprentice

How do I....?

How do I add further information to a ticket auto rpely?

Hey there,I was wondering how or is it possible to add further information to an auto reply (which group it’s assigned to etc.) to help with email filtering?It would be amazing to add it to the Subject if possible, as we’ve got a fair amount of group

204

12 hours ago

paulg44Apprentice

Knowledge Base

Re-order solution article order not working

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles bu

29811

M

22 hours ago

AnzejApprentice

Ticketing & Agent Productivity

S/MIME (p7m) support

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.

41

1 day 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

MadhurApprentice

Journeys – Stakeholders: We should be allowed to select agents as Stakeholder in a Journey as they perform certain activities.

In our use case, agents perform key activities—for example, the IT team creating a user’s email address or the HR team creating an employee ID. While there is an option to add a stakeholder, the dropdown consistently shows “No options available.” Is

1114

C

2 days ago

kenneth.andersonTop Contributor ⭐

How do I....?

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

jp1991Apprentice

Using Liquid filters in condition nodes

Hi, I am fairly new to using automations and conditional nodes in freshservice. What I am attempting to do is check if any of a multi drop down form entry contains a word. For example “test”. How do I do contains or how do extract each entry in the m

30

J

2 days ago

FreshExplorerApprentice

How do I....?

Fresh Sandbox - custom object data

When we create a sandbox, all the custom object records are “not” copied to sandbox from production, only the custom object configuration is copied. As per the Fresh documentation the expected behavior is that the custom objects data is not kept in s

131

2 days ago

O

Optimus_primeApprentice

Getting Started

Error in dashboard widget

Hi! So, one of our agents is facing an issue where the number of pending approvals is displayed as 5, but when he opens the widget, only 4 tickets are there. Tried filtering by “ticket approvals”, “change approvals” and “all approvals”, still the sam

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

paulg44Apprentice

Re-order solution article order not working

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles bu

29811

M

22 hours ago

AnzejApprentice

Ticketing & Agent Productivity

S/MIME (p7m) support

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.

jp1991Apprentice

Using Liquid filters in condition nodes

Hi, I am fairly new to using automations and conditional nodes in freshservice. What I am attempting to do is check if any of a multi drop down form entry contains a word. For example “test”. How do I do contains or how do extract each entry in the m

30

J

2 days ago

FreshExplorerApprentice

How do I....?

Fresh Sandbox - custom object data

When we create a sandbox, all the custom object records are “not” copied to sandbox from production, only the custom object configuration is copied. As per the Fresh documentation the expected behavior is that the custom objects data is not kept in s

131

2 days ago

SakodaApprentice

How do I....?

How do I create a ticket as an incident, request, or inquiry?

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created dire

81

2 days ago

SakodaApprentice

How do I....?

How do I create a ticket as an incident, request, or inquiry?

I am new to FreshService software. I am trying out a 14-day demo to present to my IT manager so they can see the importance of a ticketing system, but when I was initially setting it up, I found that when an agent creates a ticket, it is created dire

50

2 days ago

M

MichaelS24Skilled Expert

How do I....?

Email Notifications and Ticket Sharing

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a pu

gabbyl29Apprentice

Is there a way to remove the popular items feature in the service catalog? our users are creating generic service requests because thats one of few options on the popular items list over using a form for their specific request

xukiterApprentice

deployable service element

Hello, in a service item I want to add a tab that, when toilet paper is selected, displays a dropdown menu. In this case, in the inventory (assets) I have all the brands of toilet paper listed, and I want the dropdown menu to appear for the user. How

20

6 days ago

Using Freshservice

Getting Started

214 topics

How do I....?

1773 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

293 topics

Portals, Emails & Other Channels

378 topics

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CaraSkilled Expert

Admin Roles - PermissionsNew Idea

Stop the admin roles from showing up in the Agent Permissions when you are granting access and separate these into different sections in the permissions so it is clear what type of access is being granted and from where. The Account-Wide Permissions

1

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55 minutes ago

LeadsflexApprentice

Improving CRM + Automation Insights with GoHighLevel in Service WorkflowsNew Idea

Hi everyone,I’m working with multiple service teams on CRM and workflow automation, and wanted to share some technical insights from my experience with GoHighLevel Automation & CRM that may benefit others here.1. Unified Automation Logic Improves

2

CaraSkilled Expert

System Language Settings - English (Australian)New Idea

Unfortunately, it does not appear there is a way to change the Language (system-wide) to English (Australian). There is one English and it appears to default to American English. We would like the ability to change this as we do not use the spelling

1

00

C

17 hours ago

reappear7802Apprentice

Widget filter rank order (group by)New Idea

Hi, we would like to create a report that shows the total tickets by category/sub-category/average resolution time in Bhrs ranked by top 10. Right now, I can only run a ranked report by either category or sub-category but not by category and sub-cat

1

20

21 hours ago

JoramPContributor

Built-in Password Manager for Secure Credential Storage in FreshserviceNew Idea

Hello Freshservice Community,I’d like to propose the idea of integrating a built-in password manager within Freshservice. As an IT service management tool, Freshservice is already a central hub for handling incidents, service requests, and asset mana

8

1254

22 hours ago

mbackwater42Top Contributor ⭐

Add Projects module to WorkflowsNew Idea

We have several Workflows set up to send reminders to Agents to work on Tickets. We’d like to do the same for Project Tasks, but the Projects module isn’t available in the Workflows. Please add this functionality. Thanks!

1

20

1 day ago

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joshvengleySkilled Expert

First Acknowledged by Analytics tracking - IdeaNew Idea

Will Freshservice provide any ability to track analytics for the First Acknowledged by so we can include this in monthly/quarterly reports? We would love to be able to track time to acknowledge as well as get an average like what is currently availab

1

30

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1 day ago

Jessica MellContributor

Unpublished Status for Solution Articles - For Past Review Date and Archived ArticlesNew Idea

We are having a hard time managing one “Draft” bucket for solution articles. It is not possible to determine the true state of draft articles - whether they are actively being worked on for future publication vs. which articles were put automatically

1

30

1 day ago

J

JBNApprentice

Approver groupsNew Idea

Whenever a service request requires an additional layer of approval, having predefined approver groups would be immensely beneficial.As a temporary workaround, we are currently using requester groups that we label with a specific prefix.However, for

1

20

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1 day ago

b.tomovCommunity Debut

PICK UP button inside a ticket - great improvement !!!Open : Open for Consideration

When an agent goes in the ticket they need to click on Agent and type their name so the ticket could be assigned to them. How about a button like PICK UP. The same that we have when we mark the ticket in the Common view and just add thet PICK UP butt

124

32314

S

1 day ago

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