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Is the SaaS industry making things much more accessible for customers and merchants of all kinds create a happy environment?  YOU, tell us what you think about that?

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Tired of setting up new projects from scratch? Want to streamline workflows for your projects? We feel you!Freshrelease will soon allow you to create templates for projects that your team can use while creating projects.What's inside a template?1. Tasks2. Test cases3. Configurations like task types, statuses, workflows, task fields/forms, etc.You can setup templates for specific kind of projects in advance, so your team can quickly create a project out of it. All the tasks that need to be done, workflows your team needs to follow, information that need to be recorded are pre-set as soon as the project is created from the template.ETA: End of Q2 2020

Is there a way to add our custom fields to the "search" function?  For example currently Freshdesk offers the search within "Tickets", "Contacts", and "Solutions".  Can we add one ore more of our company's added customer fields to search within?

Need to integrate an external application with Freshstatus? Have an idea to improve existing integrations? Share them here.

Is there a way to to include a canned formed in canned response? This reduces the number of steps we have to do when attaching a canned form in a canned response.Right now, we would have to do 3 steps:Add canned response.Pick a spot in the canned response where it makes sense to add the link to canned form, add it.Additional step of editing the sentence of the canned form (says we don't want it to say "Please fill out the [Form name] by clicking here" but rather "Feel free to tell us more about your request through this short form here"

 Hi allI need help with creating a Freshdesk ticket with Attachment via API I am able to create the REST API Ticket but only the Attachment is not workingI am using JSON Content Type and it is not working,.I am using this:{"attachments":["0","FD API.rtf"]}

When I create a new ticket and resolve it , why it doesn't count in the analytics report or in the productivity dashboard ?

UPDATE: The open slots for Agent shifts EAP have filled up. We'll update this thread once the feature is live in the next quarter. Be sure to Follow this post :) What can I do with agent shifts?We're launching agent shifts to help manage your team's schedules right within Freshdesk. This is our first step towards helping you move away from your Excel sheets to figure out the different shifts and timezones in which your teams work. During the early access stage, with agent shifts you'll be able to: Configure your team's schedules and ensure that their availability for automatic ticket assignment is switched on at the start of the shift and is switched off at the end of the shift.Allow your agents to mark their out of office schedules.Setup automations to ensure that responses from your customers are never missed when agents are either unavailable or out

Fan of the Status page in Freshstatus? Tell us how can make them even more powerful.

Team,The API Data Export feature right now has a couple of major flaws:1) Tasks API Export is published but it does not run even after it has been configured.2) All API Data Exports do not allow for the addition of custom fields in templatesCan you add into your roadmap the capacity to add service item custom fields into API Data Exports?In addition, can you allow paragraph type fields in API Data Exports as well as in Fresh Service Analytics module.

Hi i have the same problem like in this ticket please help  https://support.freshdesk.com/support/tickets/4764993

I can choose only business hours or calendar hours in SLA policy. How add other hours or my business hours? I have added a profile with business hours. I can't choose it from the menu shown in the attachment.

I wish you guys wouldn't keep closing the topics for comments! I have to keep starting a new topic.In https://support.freshdesk.com/support/discussions/topics/50000001623 that's not the question I was asking. I installed the Intercom plugin but it doesn't show anything in Freshdesk. What fields have to match between Freshdesk and Intercom for the information to show up? Is it email? Name? Something else?

Pretty straight forward- What are some of your favourite communities, meet up, and other support groups you follow to meet and network with support and CX folks? We're big fans of Support driven community here :).

In many customer facing teams (support, customer success) act as the liaison between customers, and all the internal teams like product development, marketing, sales among others. Do you follow any best practices while doing this? In other words, what do you do to ensure customer facing teams have a seat in product roadmaps?

Folks,We've enhanced the Freshdesk <> Freshcaller integration with a refreshing new layout and some additional features. Here's a quick glimpse of what we've in store for you!1. Linking a Freshcaller account has never been this easier. With the improved list page, you can quickly connect any of your existing Freshcaller accounts or create a new one.2. Temporarily turn off the integration during your lean support times, without losing any configurations. Not just that, you can also delink an existing account in case you want to build this from scratch.

Introducing a series of changes to Contracts module to support easier management of contracts and also extending the functionality of Software Contracts. Here's everything that's in development.Sorting in Contract List (Available Now)Filtering in Contract ListAuto-Renewing contracts (Available Now)Many contracts, particularly in the case of SaaS licenses, auto-renew until cancelled. Introducing an option to set contracts as Auto-Renewing. Setting a contract as Auto-Renewing will automatically renew the contract upon reaching the expiry date until the contract is terminated manually. If email notifications are set up for auto-renewing contracts, a renewal notification will be sent out before every renewalLine Items for Software Contracts (Available Now)Software contracts, particularly SaaS contracts, can have additional conditions and attrib

You can now setup reminders for your projects and tasks so that you don't miss important dates.Example scenarios,1. You can setup a reminder that alerts you via email 1 day before the deadline for a task.2. Setup a reminder that alerts 5 days before you need to start a project.Supported events,1. Start and end date reminders for projects2. Start and end date reminders for tasks.New notifications for project events,1. Notify when a project is assigned to a user2. Notify when a project is re-assigned to another user3. Project start and end date reminders4. Notify when project dates are re-planned5. Notify when a project has completedNew notifications for task events,1. Notify when a task is re-assigned to another user2. Task start and end date remindersETA: May 2020

Request for Change enables business users to raise changes and keep track of the progress of their changes. Key Advantages - Now key business users have access to raise change requests directly from the portalChange requesters can now keep tabs on the progress made within the change request and be notified about updates. They can also communicate additional information on the change artefact. Additionally, change implementors can also reach out to requesters incase they need more context regarding the change request.Change requesters can also add other stakeholders right within a change requestNote: This will be available as a part of V2Request for change capability will be available only on the Forest plan. Please find below the screen grabs to help understand about the capability.

Hi,After create a ticket without fill category field,when i need update this same ticket , i can't because is set NULL.But if i manually change category to another one and try update from API is work.Anyone already had this issue?

According to your article, macOS Catalina is not listed as a supported OS. I've installed the agent on two Catalina test machines. The first Catalina machine (configured in Jamf MDM) doesn't report at all. This might be a security setting blocking reporting; I need to investigate further.The second Catalina machine reported, but its data attached itself to different device -- one that was used to migrate a user directory (using Apple's Migration Assistant) to the machine with the agent installed.Anyone successfully using the Discover Agent on Catalina machines?Thank you.

We are super excited to announce the launch of Archive ticket fields. We have also revamped the design of the existing ticket fields page in Freshdesk. Archive Ticket fields: Currently, when an admin deletes a ticket field, it is not possible to retrieve it by themselves, leading toImpact on configurations like Automation rules, SLA, etc.,Data loss for the customer When you delete a ticket field and want to retrieve it, usually you gotta reach out to Freshdesk support, and we raise an L2 ticket to retrieve the lost ticket field. However, there are chances of data loss and this process is time consuming. With this new update, support admins and supervisors can archive ticket fields and retrieve them whenever needed. The behavior of an archive will be very similar to that of a delete, except for the

Remove the "Add New Requester" link from here:It's not in Portal Customization / Portal Pages / New Ticket.  

is it possible to integrate Freservice into the Active directory to control freshservice groups by the AD?