Freshworks

<p>You’re using Google SSO, so G2 <strong>cannot</strong> reset your Google password. Google is the identity provider, and only Google can change or recover that password.<br>What you should do:<br>1. <strong>Fix sign-in with Google first</strong><br> - Go to https://accounts.google.com and make sure you can log in there.<br> - If you can’t, use Google’s “Forgot password?” flow to recover your account.<br>2. Once you can sign in to Google normally, come back to G2 and choose <strong>“Continue with Google”</strong> again. That should let you back into your G2 account.<br>If you’re still blocked after successfully logging into Google, tell me exactly what happens (any error message or screen you see), and I’ll help you narrow down the next step.</p><br><br>Read More: <ul><li><a style="word-break: break-word; overflow-wrap: break-word; text-decoration: none;" target="_blank" href="https://frshl.ink/Bktkc" rel="noopener noreferrer">g2_support_policy.pdf</a></li></ul>

<p>Once you’ve fixed your Google sign-in, G2 access through <strong>“Continue with Google”</strong> should work <strong>immediately</strong>—there’s no extra delay on G2’s side.<br>What’s happening is:<br>- G2 just checks with Google at the moment you click “Continue with Google.”<br>- If Google successfully authenticates you, G2 lets you into your existing account right away.<br>Next step: after you can log in at accounts.google.com without issues, go straight to G2 and try Google sign-in again. If anything still fails, tell me what page you’re on and the exact error or behavior you see, and I’ll help you troubleshoot further.</p><br><br>Read More: <ul><li><a style="word-break: break-word; overflow-wrap: break-word; text-decoration: none;" target="_blank" href="https://frshl.ink/Cktkc" rel="noopener noreferrer">g2_support_policy.pdf</a></li></ul>

<p>I can look that up for you.<br>To pull the exact status, I need the <strong>category request ID</strong> you’re asking about.<br>Please reply with the request ID (for example, something like <code>CR-12345</code> or the ID you see in your G2 portal). Once you share that, I’ll:<br>- Check whether it’s blocked, pending review, self-serve, or awaiting evidence, and<br>- Tell you what timing/next steps to plan around.<br>What’s the request ID?</p>

<p>Thanks for sharing the request ID.<br>Here’s what I can see for <strong>cat_001</strong>:<br>- <strong>Current category:</strong> Customer Support<br>- <strong>Requested category:</strong> Help Desk<br>- <strong>Status:</strong> Pending<br>- <strong>Submitted date:</strong> 2026-06-29<br>- <strong>Decision date:</strong> Not yet set (no decision recorded)<br>- <strong>Rejection reason:</strong> None (it hasn’t been )<br>So right now, this is <strong>pending review</strong>, not blocked, not self-serve, and not awaiting additional evidence from you.<br>Timing / what to plan around:<br>- The next step is an internal category review decision; once that’s made, the request will either be approved (category updated) or with a reason.<br>- Since there’s no decision date yet, you should plan for it to remain in the review queue until that internal review completes.<br>Next step for you: keep an eye on your G2 vendor portal or email for an update on this request. If you feel this has been pending significantly longer than your usual SLA, tell me roughly how long it’s been in review and I can help explain whether escalation is appropriate based on that timeline.</p>

<p>Here’s what we know for request cat_001 based on policy and what we’ve already seen.<br>Who owns the next step &amp; timing:<br>- This is a vendor-side category change request that is currently pending review.<br>- Once a request is in review, G2’s internal category review/operations team owns the next step, not support or the vendor.<br>- I don’t have a published SLA for Help Desk category reviews, so we can’t quote a specific timeline.<br>- Internally, you can say: “The request is in G2’s category review queue; next action is on G2’s internal review team. Timing is based on their standard SLA, which G2 support cannot override or promise.”<br>What qualifies a listing for Help Desk:<br>- Policy says category decisions are based on whether the product truly fits the category’s scope.<br>- There is no detailed, product-level checklist for Help Desk in the docs I can see.<br>- You can expect reviewers to look for evidence that the product genuinely functions as a help desk solution, not just adjacent support tooling.<br>Evidence that matters if they ask:<br>- If a request is or blocked, support should explain what evidence or review is required and route you to an evidence-backed escalation path.<br>- Useful evidence typically includes:<br> - Product descriptions and feature lists showing help desk capabilities.<br> - Screenshots or docs of ticketing/workflow features.<br> - Public pages describing the product as a help desk solution.<br>If this request is :<br>- You’ll receive a rejection reason.<br>- Support’s role is to explain the rejection and criteria, and route you to the evidence-backed escalation path if you want to dispute it.<br>- Escalation is appropriate only if the request is blocked by policy/review and you have relevant evidence that the product fits Help Desk.<br>What you can communicate internally:<br>1) Current state: cat_001 is pending in G2’s category review queue; next step is an internal G2 decision.<br>2) Ownership: Next action is on G2’s category/operations team, not us.<br>3) Timing: No published SLA; completion will follow G2’s internal SLA, and we cannot promise a date.<br>4) If We’ll get a reason; if we disagree and have supporting evidence, we can pursue an evidence-backed dispute/escalation.</p><br><br>Read More: <ul><li><a style="word-break: break-word; overflow-wrap: break-word; text-decoration: none;" target="_blank" href="https://frshl.ink/Fitkc" rel="noopener noreferrer">g2_support_policy.pdf</a></li></ul>

<p>Thanks for checking the status page and sharing what you see.<br>Given that <strong>cat_001</strong> still shows:<br>- <strong>Status:</strong> Pending<br>- <strong>Last updated:</strong> 2026-06-29<br>- **No additional message or rejection reason<br>That confirms:<br>- The request is <strong>still in G2’s internal category review queue</strong>.<br>- There hasn’t been any new decision, rejection, or request for more evidence since submission.<br>- Next action is still on G2’s internal category/operations team; there’s nothing new you need to do yet.<br>What you can say internally right now:<br>- “Our Help Desk category change request (cat_001) is still pending in G2’s review queue with no new updates since 2026-06-29. G2’s category review team owns the next step; timing is based on their internal SLA, which they don’t publish or commit to individually.”<br>Next step for you:<br>- Keep monitoring the request in the portal and your email for either:<br> - An approval (category updated to Help Desk), or<br> - A rejection with a reason and any evidence request.<br>If you later see a <strong>rejection</strong> or a note asking for more information, send me the exact wording and I can help you interpret it and plan an evidence-backed response or dispute path.</p><br><br>Read More: <ul><li><a style="word-break: break-word; overflow-wrap: break-word; text-decoration: none;" target="_blank" href="https://frshl.ink/Iitkc" rel="noopener noreferrer">g2_support_policy.pdf</a></li></ul>