Sandbox-Freshdesk

FAQ 1

• dap

Getting Started 2

• Account Settings
• aaa

Internal use only 3

• Active Directory Integration
• Configure OneLogin as SAML provider for Freshdesk
• Configuring ADFS SAML for Freshdesk

Security 11

• Password policy
• Restricting helpdesk access to certain domains ( Domain whitelisting)
• Restrict access to your support portal using IP address
• Freshdesk Domains to Whitelist in your Firewall
• Attachment security

View all 11

Policies 9

• Spam and trash
• Ticket Archiving
• Freshworks - Terms of Service (ToS) Update - March 2019
• Freshworks Privacy - Update
• Redacting sensitive information

View all 9

Remote Authentication and Single Sign On 4

• Reauthorization of custom mailbox
• Configuring custom SSO policies under Org
• Single Sign-On in Freshdesk
• Setting up single sign-on for your WordPress users

Freshworks Neo Admin 3

• Organization Admins in Neo Admin Center
• What is Freshworks Neo Admin Center?
• How to Access Freshdesk with Freshworks Neo Admin Center

HIPAA Compliance 1

• HIPAA Configuration Guide

Google Apps and Freshdesk 9

• How to disable Gmail Gadgets for selected users?
• The Google Hangouts App: Part 2 - For Customers
• The Google Contacts App
• The Google Drive app
• The Google Analytics app

View all 9

Auto-invoicing customers for time spent 3

• The QuickBooks App
• The Xero App
• The Harvest app

Integrating Freshdesk and SugarCRM 2

• The SugarCRM App for Freshdesk
• The Freshdesk app for SugarCRM

Remote assistance and screen sharing 1

• The LogMeIn Rescue app

eCommerce apps 2

• The Shopify app
• MercadoLibre Integration for Freshdesk

Keeping sales and support in sync 11

• The FullContact app for Freshdesk
• The Dynamics CRM app
• The Infusionsoft app
• The Nimble CRM app
• The Zoho CRM app

View all 11

Customer Feedback and Satisfaction survey apps 1

• The SurveyMonkey app

Email Marketing Apps 1

• The MailChimp app

eBay 7

• How can you use Freshdesk Integrations with eBay Tickets
• How can you Respond to an eBay Ticket
• eBay as a support channel - FAQ
• How are eBay Tickets created and How can you Respond
• How can you Tag and Manage Ticket Tags for eBay tickets

View all 7

The Magento App 2

• The Magento app: Part 2 - Access Magento Details in Freshdesk
• The Magento app: Part 1 - Manage Magento customer requests using Freshdesk

Cloud storage and document sharing apps 3

• The OneDrive app
• The Box app
• The Dropbox app

Introduction to Apps 8

• What is a Custom App?
• Introduction to Apps
• How to add signatures based on groups in Freshdesk using the Signature Management Plus app?
• How to merge tickets using the Auto Ticket Merger app?
• How to update and delete tickets using the Bulk ticket manager light app?

View all 8

Freshdesk App for Magento 2.0 1

• Freshdesk App for Magento 2.0

Team Collaboration Apps 5

• The Slack app
• The Microsoft Teams App
• Simplifying collaboration using the latest Slack app
• Freshdesk - Zuper integration
• The Office 365 App

Zapier Integration 1

• Using Zapier to integrate Freshdesk with other apps

Social Media Management apps 1

• The Hootsuite App

Keeping engineering and support on track 2

• The Pivotal Tracker app
• The JIRA app - Creating a custom field

Telephony Service apps 6

• Computer Telephony Integration Framework
• Freshdesk Telephony Partner Extension with Amazon Connect
• Freshdesk Telephony Partner Extension with Aircall
• Freshdesk Telephony Partner Extension with Genesys
• Freshdesk Telephony Partner Extension with Five9

View all 6

Freshconnect Integration 2

• Using the Freshdesk + Freshconnect integration
• The Freshdesk + Freshconnect integration FAQ

Integration with Freshmarketer 1

• How to Integrate Freshmarketer’s Session Replay with Freshdesk?

Integrating with Whatsapp Business 3

• WhatsApp for Business Integration
• Tracking WhatsApp usage metrics from your Freshdesk account
• Important Update: WhatsApp Business Integration with Freshdesk

Integration with Freshsuccess 1

• How to integrate Freshsuccess with Freshdesk?

Integrating WordPress and Freshdesk 1

• Converting WordPress comments to Freshdesk tickets

Integrating Freshdesk with PagerDuty 1

• Integrating your Freshdesk account with PagerDuty

Managing your workforce 1

• Integration with injixo

Integrating Freshdesk with Freshservice 2

• Setting up the Freshdesk-Freshservice integration (Admins)
• Introduction to Freshdesk-Freshservice integration

Integrating Freshdesk and Salesforce 0

Reports and Analytics 2

• GoodData and Freshdesk integration
• Snowflake Connector App for Freshdesk

Email notifications 14

• How to prevent email notifications for merged tickets?
• Why are my requesters receiving two emails notifications when a new ticket is created?
• Why am I, as an agent, not getting notifications when a new ticket is created?
• How do I stop my users from receiving an email to sign up for the portal?
• How to setup automatic email response to customers for new tickets?

View all 14

Accounts - Plans & Billing 60

• Where can I download invoices for my account?
• How do I delete or cancel my account?
• How do I activate my Freshdesk Account?
• How to upgrade my plan in Freshdesk?
• How to add agent licenses to Freshdesk?

View all 60

Ticketing Workflow 97

• What is the size limit for attachments to a ticket reply?
• I want to insert a footer into all my replies. How do I do this?
• What are tags? How can I add/merge tags?
• Is there a possibility for a customer to check the status of their ticket without logging in?
• How do I export my tickets from Freshdesk?

View all 97

Groups & Agents 19

• I want my agents access to be altered while working on the tickets. How do I go about this?
• How to send replies with the Agent Name in the From field of the email?
• How to resolve issues with password reset?
• I'm the account admin but my account has been set up as an occasional agent, and I can't login - what do I do?
• According to the group selected by the customer, could we show a specific set of fields on the ticket form?

View all 19

Ticket Forms & Fields 23

• How can I add a ticket field where a customer can only select one of multiple options?
• What is a dependent field and how do I use it?
• How can I create dynamic forms and have different fields based on the different values?
• Can the ticket fields be configured such that the customers can't edit them once the ticket is submitted?
• How do I delete a default ticket field?

View all 23

Knowledge Base 48

• Is there way to add tickets automatically to the solutions or knowledge base?
• Is it possible to have existing knowledge base articles pop-up before someone submits a ticket on that topic?
• Is there a way to create an internal and external knowledge base?
• How can I delete a draft in the Knowledge Base?
• How can I map certain solution articles to a specific product portal?

View all 48

Community & Forums 15

• Is it possible to change the Forum tab name with a different text?
• Users are complaining that they are required to enter Captcha each time they start a Forum topic/ creating a ticket. How to have this disabled?
• How to disable forum moderation emails?
• How to setup private forums?
• How to automatically convert forum topics to tickets?

View all 15

Helpdesk Rebranding 13

• How do I rebrand the Agent side of the portal and change its colors?
• How can we make sure that only logged-in users can submit a ticket?
• What is the difference between the New > Ticket and the New > Email option?
• How to communicate with a third party from a Freshdesk ticket without involving the customer?
• How do I save the filters I apply under the Tickets tab?

View all 13

SSL & Security 14

• Data storage and data security in Freshdesk
• Why are we getting a 'connection insecure' error when we try to access our support URL?
• TLS 1.0 Support Deprecation
• How do I request a new SSL certificate?
• Why is the Feedback Form not loading on my website after I added an SSL certificate?

View all 14

Automatic Ticket Distribution 9

• What is automatic ticket assignment?
• Is there a way to prevent automatic ticket assignment when an agent replies to an unassigned ticket?
• Is it possible to automatically assign tickets based on agent workload?
• What happens to a ticket when the caps for all agents are met?
• Is there a report on the total time that an agent has been available for ticket assignment?

View all 9

Self Service Portal 36

• How to ensure that users do not change their email address while submitting a ticket, from the portal?
• What is the difference between the Garden and Estate plans in terms of portal customizations?
• How do I restrict customers from editing the ticket properties after a ticket is submitted?
• How do I allow my customers to submit tickets from the portal?
• How do I change "Solutions" to "Knowledge base" on the customer portal?

View all 36

Phone Channel 55

• What can I do if incoming calls are not being received by certain agents?
• Can we keep our helpdesk numbers hidden?
• I already have a Twilio number. Can I use it directly?
• How long does it take to port a number to Freshdesk?
• How can I record the calls that are made through the phone channel?

View all 55

Business Hours & SLAs 15

• How do I change my Agent Profile's TimeZone?
• Is it possible to display the clock in the 24-hour time format?
• Will the reopening of a Resolved ticket count against Average Resolution time?
• Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
• Can individual SLA policies be set up for different companies?

View all 15

Customer Satisfaction Surveys 12

• I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible?
• How do I have an NPS score using Freshdesk surveys?
• I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey.
• How do I change the Survey Pitch?
• How to create a new Customer Satisfaction Survey?

View all 12

Social 15

• Why are my company's posts not being converted to tickets, even though I've selected that option?
• Why am I not able to associate my Facebook page with Freshdesk?
• Why is the reply option not available on a few tickets created from Facebook?
• How can we choose between replying to a comment and replying to a post on Facebook?
• Why are replies sent via an agent's mailbox not being added in Facebook?

View all 15

Mobile & Apps 11

• Is there an app where my customers or clients can login to raise tickets?
• I'm not able to receive calls on my Freshdesk app - what am I doing wrong?
• Do you have a Freshdesk app for Windows Mobile OS?
• As an admin, why can't I see the admin settings on the mobile app?
• Can I use the SSO that I've set up to log into the Freshdesk mobile app?

View all 11

Contacts & Companies 36

• How can I stop verification emails being sent to customers?
• How can I send activation emails in bulk?
• Why can't I sign up again with an email address after I've deleted the contact associated with that address?
• How do I send an activation email to the customers to start using their portal?
• How do I add a custom Company Field?

View all 36

Login & SSO 22

• Why am I getting ‘You’re not allowed to access this page’ error?
• Why are the names under my agents' profiles automatically changed every time they log in?
• I see the error 'Sorry we couldn’t locate your account' when I try to login. What is the issue here?
• Why am I getting the 'Invalid Time Stamp' error when I try to login using an SSO?
• Why are my agents logged back in to the portal automatically after they log out?

View all 22

API & Webhooks 23

• What are Webhooks?
• Is there any documentation for the APIs on Freshdesk?
• How to handle and prevent webhook drops?
• How can I prevent a webhook from being dropped?
• What webhooks will contribute to my rate limit?

View all 23

Advanced Ticketing features 47

• Would an agent with Group access be able to view Shared Ownership tickets?
• Is it possible to trigger an action using the Ticket Update automation if the Internal group is changed?
• Can I use a template to create a new ticket?
• Can internal group or agents be included in automation rules?
• Would an agent with Restricted access be able to view Shared Ownership tickets?

View all 47

Multiple Products 21

• How do I set up multiple products on a portal?
• Is it possible to use the same agents and SLAs for multiple products?
• Is there a placeholder for a product-specific activation URL when a new customer signs up?
• How can I make Facebook pages product-specific?
• How to send product-based email notifications?

View all 21

Reports 50

• Why can't I see all my fields in the filters on the Reports tab?
• Are there any limitations in the drill-down option for the Reports?
• How does the Top-Customer Analysis Report work?
• How to export tickets to a particular email address?
• How can I save my filters on the reports so that I don't have to repeat them each time?

View all 50

Arcade & Gamification 7

• How can I reset the gamification points?
• How are the points calculated for the Leaderboard?
• How can I edit the level of each agent manually?
• Why are the points I previously earned by completing a quest no longer credited to me?
• How will agents be notified when they complete a quest?

View all 7

Integrations 37

• Why am I getting the 'Opportunity creation failed. Required Fields missing: [custom_field_name]' error when trying to create an opportunity in Salesforce from the Freshdesk widget?
• Why isn't status mapping in JIRA working for me?
• I typed my auth token incorrectly while calling “/fd_ticket” - what can I do?
• Why is a Salesforce contact not displaying in Freshdesk, apart from account details?
• Is it possible to allow my agents to view opportunities while preventing them from creating/linking/unlinking them?

View all 37

Data Migration 7

• Why am I getting the 'Currently one import is in progress, please try again' error while importing?
• What can I do if the file size for the import is more than 50MB?
• Can I do a bulk import of tickets from another ticketing system?
• What type of file I should use for Zendesk import?
• Why do you need the credentials for Zendesk import?

View all 7

Feedback Widget 14

• How can I set the feedback form to be for a specific product?
• Why am I getting the error ERR_INSECURE_RESPONSE when I'm trying to embed a contact form on our website?
• Can we change the order of the fields in the Feedback Form?
• Is it possible to add additional fields in the Feedback widget?
• How to enable the feedback widget in our website?

View all 14

Agents 4

• Why am I not able to see the Admin Tab?
• Where do I set agent's ability to accept auto assignment?
• How many agents can I add in the Sprout plan?
• Agents should only be able to view tickets and not perform action on it.

Freddy Answers 34

• How to test the bot before enabling it on support portal?
• How to train the Bot?
• How to set up the Answerbot?
• How to change the bot's avatar?
• How do I customise default messages displayed on Bot?

View all 34

Admin Settings 21

• How to create a new portal?
• I need to find how to change a survey response
• Can I download Freshdesk?
• How to make myself an Account Administrator?
• How can I allow customers to access Solution articles without signing in ?

View all 21

Other Products 17

• I need a call answering system.
• What happens when I delete a product?
• I need information on Freshmarketer
• We would like to add Freshping to our service.
• Is there a demo video of Freshdesk?

View all 17

Dashboard 11

• Which ticket statuses are considered in the On-Hold count?
• Can I edit an announcement in Team Dashboards?
• Is the Team Dashboard realtime?
• Error loading widget' - Error message on Team Dashboards
• How to check the agent's availability for automatic ticket assignment?

View all 11

Help widget 11

• How can I embed solution articles or the customer portal into my website?
• What is the help widget?
• How can I embed solution articles and/or the contact form on Wix?
• How can I embed solution articles and/or the contact form on WordPress?
• How can I open the contact form on the help widget with a button?

View all 11

PCI-DSS Compliance 23

• What is the validity of our Freshdesk’s PCI compliance certification?
• Are Freshdesk (standalone version) and Freshdesk Omnichannel PCI compliant?
• Who provided the PCI-DSS certification for Freshdesk?
• Which product lines in the Support BU are PCI Compliant?
• Does the PCI field follow the Primary Account Number (PAN) format?

View all 23

Field Service Management 18

• What roles and scope can be assigned to a Field service agent?
• I do not see the Field Service Management option in the Admin tab. Why?
• What is the difference between a Field Technician license and a Helpdesk agent license?
• How do I enable the scheduling dashboard feature in Freshdesk?
• Can normal agents be added to service groups?

View all 18

Analytics 28

• I belong to Estate plan. But, why am I not able to create a custom report?
• How to create custom reports in Analytics?
• How do I find out how much time a ticket spent on each status?
• What is the difference between Curated and Custom reports?
• Can I configure widgets with the time period greater than the corresponding report time frame?

View all 28

Freshdesk-Freshservice integration 17

• Will agents on Freshdesk be notified in-product when an internal team updates their status?
• Will any internal team on Freshservice be able to contact or respond to the customer?
• Do Freshdesk or Freshservice teams need an additional license to access this integration?
• Is this integration available on the Freshdesk and Freshservice mobile apps?
• Can multiple Freshdesk instances be connected to one Freshservice instance or vice versa?

View all 17

Troubleshooting-Errors 4

• My Freshdesk page is loading very slowly, what should I do?
• I am facing a latency issue with Freshdesk and it is not loading
• What should I do if I get an error message in Freshdesk?
• Steps to Clear Local and Browser DNS cache

Collaborators 6

• Why can’t collaborators create tickets from inside Freshdesk?
• Can collaborators create tickets?
• Can we set up automations for collaborators?
• How are Occasional agents different from Collaborators in Freshdesk?
• Who is a Collaborator?

View all 6

Submitting a new support ticket 4

• Editing an end user profile
• Using the Customer Support Portal
• Creating a support account
• Submitting a ticket via Email

Setting up and configuring your Customer Portal 4

• Setting up multiple languages in Freshdesk (for the support portal and the help widget)
• Rebranding your Support Portal to reflect your brand guidelines
• Using a custom support URL and pointing the CNAME
• Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change

Introduction to Liquid 8

• Assigning Variables
• Dynamic Placeholders
• Liquid Markups
• Looping and Iteration
• Cycles

View all 8

Introduction to FreshThemes 11

• Adding a “My Topics” section to your community forums
• Adding a print option next to your kbase articles
• How to Publish your FreshTheme to the Themes Gallery?
• Hiding a tab from the navigation bar
• Custom Style Magic

View all 11

Dynamic Placeholders 7

• Access to Solutions
• Accessing Attachments
• Using Snippets for Critical Behavior
• Multilingual Portal
• Generic Portal Information

View all 7

Understanding Portal Layouts 2

• Portal Layout Basics
• Page-level customizations

Customer Support Portal Options 6

• Setting up advanced ticket filters on your customer portal
• Configuring a custom SSL certificate for your support portal
• Portals & Portal Settings
• What's changed in the new Freshdesk Portal?
• The All-new Freshdesk Portal - An overview

View all 6

Using community forums 6

• Setting up your Community Forums
• Types of Community Forums
• Building your Community with Forums in Freshdesk
• Forum moderation and advanced spam protection
• Merge Forum Topics

View all 6

Populating your Knowledge Base 11

• Collaborate with your team to set up your Knowledge Base
• How to get more out of the Knowledge Base Editor
• Optimizing your solution articles for search engines
• Create and Organize Knowledge Base
• Working with article templates

View all 11

Multilingual Knowledge Base 2

• Setting up a Multilingual Knowledge Base
• Managing multilingual knowledge base using article status

Managing your Knowledge Base 13

• Content Management: Receiving feedback on an article
• Automatic Sitemap Generation
• Deleting an article, folder or category
• Restructuring your Knowledge Base
• Content Management: Article Analytics

View all 13

Working with Approval workflow 3

• Understanding the flow of article status during an approval process
• Customizing roles of agents using the Knowledge base
• How to use the approval workflow to collaborate with your team

Freshdesk Arcade 5

• Understanding and Creating a new Quest
• Levels and Accomplishments
• Leaderboards, Trophies and Badges
• Improving agent productivity using Freshdesk Arcade
• Resetting the points in the Arcade

Multi-product Support and Multiple Mailboxes 2

• Supporting multiple products with Freshdesk
• Adding multiple support emails to Freshdesk

SLA Policy Setup 6

• Setting SLA targets for every response
• Understanding SLA Policies
• Configuring multiple SLA Policies
• Configuring Multiple Business Hours in Freshdesk
• What are business hours and calendar hours?

View all 6

Canned Responses and Placeholders 5

• Understanding Why Certain Placeholders Are Unavailable In The Insert Placeholders Popup
• Deeper insights into Canned Responses usage
• Creating common reply templates with Canned Responses
• Understanding dynamic content and placeholders
• Exporting & Importing Canned Responses

Restricting agent access 8

• Controlling agent access with roles
• Assuming identities
• Ticket Scope vs. Agent Role - what’s the difference?
• Creating a custom role
• Advanced ticket scope

View all 8

Using customer meta information 1

• Pre-populating feedback widget form

Customer Satisfaction Surveys 3

• Setting up customer satisfaction surveys
• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys

Ticket templates 1

• Creating and using ticket templates

Linked Tickets 3

• Setting up Linked Tickets
• Automate linked ticketing workflows
• Creating and Linking a Tracker

Sandbox 2

• Sandbox vs Production
• Setting up your Sandbox

Audit Log 1

• Track changes using Audit Log

Canned Forms 1

• Using Canned Forms to increase agent productivity

Tags 1

• Using Tags in Freshdesk

Proactive Support 2

• Proactive Support - Email Outreach
• Proactive Outreach for Shopify

Average Handling Time 3

• Scheduled exports of events - AHT
• Understanding Average Handling Time
• Configuring Average Handling Time

Freshdesk Omnichannel 13

• How to use the Omnichannel dashboard
• Overview of Omnichannel Availability dashboard
• An overview of Omnichannel analytics
• Centralized Omnichannel agent management
• Sharing Freshcaller Account between Omnichannel and Freshworks CRM

View all 13

Custom Objects 6

• Custom Objects - Time triggers automation
• Understanding associations in custom objects
• Custom Objects - Ticket Creation automation
• Adding Custom Object records in Freshdesk
• Custom Objects Reporting and Analytics in Freshdesk

View all 6

Managing Agent Schedules 2

• Setting up Agent Shifts in Freshdesk
• Scheduling Out of Office for agents

Bringing in your Customer Base 11

• The Customers tab and what it can do
• Importing and Exporting customer data
• Changing customer password
• Associating one contact with multiple companies
• Creating companies and contacts

View all 11

Understanding Ticket Form and Fields 9

• Multilingual ticket fields and forms
• Creating custom fields in your ticket form
• Modifying custom ticket forms
• Using dependent fields in your ticket form
• Creating dynamic sections

View all 9

Setting up support channels 6

• Using the original sender as ticket requester in forwarded emails
• Getting feedback from your website (with the feedback widget)
• Connect your chat and CRM accounts with Freshdesk with just a click
• Creating a new ticket from Agent portal
• Multi-channel support

View all 6

Bringing in your support team 4

• Organizing Agents into Groups
• Deactivating agents
• Add, Edit, or Delete Support Agents
• Understand Full-time vs Occasional Agents

How search works 2

• Using the search tab
• Filtered Search For Tickets

Admin Guide 3

• The Getting Started Guide for Admins
• System and Browser requirements for Freshdesk
• Working with the all-new admin console

Setting up multiple customer forms 5

• Run automation on tickets created through a specific form
• Setting up multiple ticket forms
• Editing, cloning and deleting a ticket form
• Introduction to multiple ticket forms
• Linking one or more ticket forms to your Portal and Help widget

Updated Affiliate Marketing 5

• I forgot my password
• Freshworks Affiliate program
• Freshworks Affiliate Program
• Freshworks Affiliate program
• How does the Freshworks Affiliate program work?

Agent Experience 13

• Personal Scenarios for Agents
• Agent collision detection
• Managing Ticket Properties
• Monitoring important tickets by becoming a Watcher
• Providing public ticket links for easy access

View all 13

Old Phone Channel 25

• Introduction to Freshdesk's built-in phone channel
• Customizing your phone number
• Call history and Blocking calls
• Configuring a Simple Message to welcome your callers
• System requirements and troubleshooting guide for phone channel

View all 25

FAQ: Groups & Agents 6

• If I delete an agent from Freshdesk, what happens to the tickets assigned to that agent?
• How to use email signatures in Freshdesk?
• How do I edit an agent's role?
• How to change an agent's email address?
• How can I check the number of day passes consumed by an agent?

View all 6

Working with Legacy Reports in Freshdesk 30

• Working with 'Top Customer Analysis' legacy report
• First response SLA (Helpdesk In-depth)
• Day of the week, hour of the day trend (Ticket volume trends)
• Ticket received, resolved, unresolved trends (Ticket volume trends)
• Created tickets (Helpdesk In-depth)

View all 30

Integrations 4

• Freshdesk + Freshconnect - Migration FAQ
• The ilos Videos app
• The SEOshop app
• The Bigcommerce app

FAQ Agents 11

• What is the difference between a Full-time agent and an Occasional agent?
• How to make a full-time agent into an occasional agent?
• Are occasional agents charged if they are not logged into the support portal ?
• What is the cost of a day pass and how do I buy it ?
• Can an occasional agent access the API without logging in ?

View all 11

Email 1

• If an emoticon is included in an email, the text after does not appear in the ticket. Why?

Ticket properties and actions 1

• Viewing Ticket Activity History

Pending Removal 6

• Add reminders for tickets
• Private notes for internal sharing
• Driving additional context with Requester Info
• Replying to a ticket
• Merging two or more tickets together

View all 6

Ticket Management 5

• How to Process a Ticket
• How to find your API key
• Understand Ticket Views
• Anatomy of a Ticket
• Managing Freshchat tasks, in Freshdesk

Agent Efficiency 5

• How to Prevent Outdated Replies
• How to Track Time on a Ticket
• Perform Macro Actions with Scenarios
• Keyboard Shortcuts in Freshdesk
• Work Faster with Focus mode in Freshdesk

Sharing work in progress on a ticket 1

• Providing public ticket links for easy access

Responding to a ticket 4

• Annotate Images in Freshdesk
• Smart Date and Time Detection (Google Calendar)
• Know your customer journey
• Give your team more context with the Summary feature

Automations 8

• Setting up automation rules to run on Ticket Updates
• Using Webhooks in automation rules that run on ticket updates
• Overview of Automation Rules
• Setting up automation rules to run on Time Triggers
• Automation Rules Examples: Ticket Updates

View all 8

Auto-Suggest Solutions 1

• Using Suggested Solutions

Automatic Ticket Assignment 4

• Understanding automatic ticket assignment
• Setting up Load-balanced ticket assignment
• Setting up Round-robin ticket assignment
• Ticket assignments with Freshdesk Omniroute™

Custom agent status 2

• How to set up custom agent status - Freshdesk Omnichannel
• Understanding agent availability with Agent Activity reports

Getting started with Email in Freshdesk 8

• Using custom email servers to set up support emails
• Setting up your support email
• Creating an SPF record to ensure proper email delivery
• Setting up forwarding rules in Microsoft Office 365
• Why is a customer's reply to a ticket creating a new ticket? (email threading)

View all 8

Setting up Email notifications 3

• Configuring dynamic email notifications
• Using smart notifications
• Customizing email subject in tickets

Managing your outbound Emails 2

• Sending an outbound email
• Understanding outbound emails

Troubleshooting Email Issues 18

• How to prevent ticket creation if the support email address is in the CC or BCC of an email?
• What to do in case of ‘Activation code invalid’ error?
• What happens when an agent replies to an email notification from their agent email address?
• How can I make sure that all replies go through only one support email address?
• Why are tickets not created when emails are manually forwarded from support email address to Freshdesk forwarding email address?

View all 18

Real time dashboards and reporting 1

• Checking recent helpdesk activity

Getting Started with Freshdesk Analytics 14

• Getting Started with Freshdesk Analytics
• Introduction to Analytics
• An overview of Omnichannel curated reports
• Saving reports in Analytics
• Cookies and Browser settings for Analytics

View all 14

Exploring Curated Reports 21

• Group Performance Report in Analytics
• Performance Distribution Report in Analytics
• Ticket Lifecycle Report in Analytics
• Unresolved tickets in Analytics (Helpdesk Ticket Volume)
• Understanding the curated knowledge base reports

View all 21

Working with Custom Reports 11

• Creating a custom report for your knowledge base
• Applying report filters in custom reports
• Text widgets and widget styling in custom reports
• Build your own chart widgets in Analytics
• Adding group by as a filter in Analytics

View all 11

Upgrade from Legacy Reports to Analytics 2

• How to set up Custom Widgets in Analytics
• Accessing your existing Legacy Reports on Analytics

Facebook support on Freshdesk 6

• Replying to Facebook posts from Freshdesk
• Why do you have to reauthorize your Facebook Page often?
• Integrating a Facebook page with your helpdesk
• Creating a branded support tab on your Facebook page
• How Facebook Messenger API Update for Europe will impact Freshdesk users

View all 6

Phone channel 8

• Availability of Agents on Phone channel
• Adding a phone channel to your Freshdesk
• Agent Availability Dashboard
• Setting up the Freshcaller integration
• What gets synced between your Freshdesk and Freshcaller account on integration?

View all 8

Freshchat 4

• Getting started with Freshchat
• How can I set up the Freshchat integration?
• Does Freshdesk support live chat as a channel?
• What does the Freshdesk - Freshchat integration do?

Advanced features in the help widget 5

• Prepopulating, hiding, or disabling ticket fields, opening the widget, and other advanced functionality in the help widget
• Launching the widget when a button is clicked
• Tracking frustrated customers with the help widget
• Authenticating users into the help widget
• Showing a specific solution article when a button is clicked

Configuring Help Widget 4

• Setting up your help widget
• Showing specific solution articles based on pages on your website to provide contextual help
• Customizing the appearance of your help widget
• Supporting customers in multiple languages with the help widget

Embedding the widget into your website 3

• Shopify: embedding the knowledge base and a contact form
• WordPress: embedding the knowledge base and a contact form
• Wix: embedding the knowledge base and a contact form

Complete guide to the Freshdesk Android app 14

• FAQs about the Freshdesk Android App
• Support for deeplinks in the Freshdesk Android app
• Voice search in the Freshdesk Android app
• Sharing Freshdesk tickets with other apps on Android
• The Ticket Guide - Reply to, Attach Files, and modify Ticket Properties

View all 14

Complete Guide to Freshdesk iPhone app 9

• Universal links in the iOS app
• Logging in and out of the iOS app
• Searching via Freshdesk on your Mobile App & other common actions
• Viewing and editing contacts on the iOS app
• Notifications and other Settings

View all 9

Complete Guide to the Freshdesk iPad app 5

• Logging in and out of the iPad app
• Replying to and modifying properties of tickets in iPad
• Notifications and other Settings in iPad
• Creating new tickets and accessing the ticketlists in iPad
• Viewing and editing contacts on the iOS app in iPad

General features for both iOS and Android 2

• Notification schedule for iOS & Android
• How to use Freshdesk Analytics in the mobile app

Data Migration 0

Parent Child Ticketing 6

• Setting up Parent Child Ticketing
• Automate parent-child ticketing workflows
• Create a new child ticket automatically using a webhook
• Creating child tickets on-the-go
• Creating child tickets using templates

View all 6

Shared Ownership 5

• Shared Ownership and Ticket Views
• Circumventing automations rules that remove Shared Ownership
• Setting up Shared Ownership of Tickets
• Using Bulk Actions and Scenarios
• Enabling Shared Ownership

Collaborators 4

• How to measure the performance of Collaborators?
• What are the different Collaborator roles and privileges?
• How to set up Collaborators?
• Introduction to Collaborators

Collaboration with Threads 7

• Collaborate using Forward Threads
• What's changing with Threads - (Guide for existing customers)
• Collaborate within the ticket using Discussion Threads
• Collaborate on Notes, Agent or Customer replies using Private Threads
• Organize internal conversations with Threads

View all 7

Introduction to Collaboration 1

• Overview of Collaboration

Groups/ Agents/ Roles 16

• Why are deleted agents not appearing under the Deleted Agents tab?
• I am not able to change an agent's name
• Can an agent be automatically assigned to tickets from one group?
• Can I merge multiple groups into one big entity?
• I am an agent and I want to delete another agent

View all 16

General Admin settings 94

• I was wondering if it is possible to define email templates in Freshdesk
• How do I set this up on our company website
• I don't want every ticket created in Freshdesk to sync to Jira.
• Configured the survey to be sent when we mark the ticket as closed, but it didn't work.
• Is there a way to select multiple items on the drop down?

View all 94

Reporting 22

• I am trying to add an email address to receive a weekly indepth report but it keeps saying no email found
• Can I get all ticket data including all the activity, status, time, etc?
• I want to be able to compare the average resolution time that a group has on a daily basis.
• I want to remove trash and spam emails from my reports
• How can I view per agent performance graphically?

View all 22

Automations 61

• i need to know the error codes in API response
• How can i include survey on an email?
• push to slack with supervisor
• Shift+close without sending email notification to the ticket creator, this functionality does not work. The notification still sends email that the ticket was closed
• Supervisor rule custom date

View all 61

API 4

• How do I get product details if I have a product_id?
• Is there an API to add Items to a custom drop down?
• Is there a Freshdesk test environment for API?
• Can I set up a company logo in the agent auto signature?

Contacts And Companies 29

• A point of contact from a company is being replaced by a new person, how can the new person take care of the old tickets.
• How do we block a client/mail id from creating tickets?
• Ticket creation notification is not translated in French
• I need to recover a deleted company.
• my customers are unable to create a new account in the customer portal using the same e-mail of the ticket

View all 29

Solutions and Social 27

• What are portal categories in portal customisation?
• I want to get some details regarding how to control knowledge base access.
• We use multiple product portals and want to start using Solutions but we cannot restrict view access based on Agents working with different products.
• Can you make an article available to all companies except one company?
• how to change forum name

View all 27

Tickets 90

• A ticket is linked to the wrong company
• Is there a way to see someone working on an email from the table view?
• I would like to know how to enable Traffic Cop
• Does it cost more to set up another product portal?
• Can freshdesk have separate ticket lists for different departments?

View all 90

Security 11

• Where can I download the data processing addendum for freshsales?
• How can I turn OFF the SSO?
• I would like to change the ticket url from https:// to http://
• How to skip SSO and manually login?
• Is Freshdesk HIPAA compliant?

View all 11

Email 19

• How to add bcc while sending a new outbound email?
• Can I set up multiple email domains in Freshdesk?
• how to change the ticket subject when forwarding to an outside emial address
• I want to know how to disable having e-mails sent in response to support requests to both the sender as well as our agents, as these messages only need to be sent to the requester.
• Is FreshDesk able to send encrypted mails?

View all 19

Satisfaction Survey 6

• Why are there two surveys being sent out in the same email?
• How to calculate the exact number of surveys sent in a specific time?
• Can I receive a notification every time a customer satisfaction survey is completed?
• How to edit satisfaction survey content?
• Is there a way to send an email to clients that have rated a survey?

View all 6

Login & Password issues 6

• Existing freshworks user! Admins cannot edit Agent' profile information. Agents can edit their profile information in their Freshworks profile.
• Unable to load page. We encountered an unexpected problem (check your network connection).
• I work for two companies that both use fresh desk and I want to be logged in to both help desks at the same time
• How will agents log in?
• Why am I automatically being logged out of Freshdesk after logging in?

View all 6

Integrations & Apps 22

• Do you have Instagram as a support channel?
• Automation to create Child tickets
• Do you have a CRM on its own, not part of Freshdesk helpdesk
• Can I set tickets so that you cannot change the status of ticket without adding a tag?
• Private comments from the Jira app are always from one and the same person. Can we change this?

View all 22

Plans & Billing 5

• I want to reduce the number of agents from my account
• For now our account does not have a full time agent seat, how can I get a day pass?
• How to switch to invoice for payment?
• Can I speak to a sales person ?
• Hi there, can I pause my account?

Email notifications 4

• I want to remove the option to log into Freshdesk for my customers
• I am trying to create an email notification for password reset.
• How to deactivate the email notifications that the agents receive for tickets?
• Want to know how to have email notification to only go to specific groups and not to all agents

Dashboard 4

• How can I broadcast a message to notify all of my agents?
• Why haven't my pending tickets moved to the "On Hold" status?
• How to filter for the number of tickets created 'Today'?
• What is an Announcement widget and how can I set it up?

Freshdesk Mint 6

• What's changed in Freshdesk Mint
• New ways in which Freshdesk Mint can transform your helpdesk
• Exclusive features on Freshdesk Mint
• New Marketplace Apps you can now integrate with, on Freshdesk Mint
• Top 5 Productivity Boosters of 2018

View all 6

Migrating to Freshchat and Freschcaller 2

• Migrating from phone channel to Freshcaller
• Migrating from live chat to Freshchat

Agent Guide 23

• Working with the Ticket Details page
• Navigation and Dashboard
• Setting up the help widget
• Customising Ticket Forms
• Setting up the Feedback Widget

View all 23

Help and Troubleshooting 26

• How to Export Reports
• How to Group Tickets in Reports Based on a Category
• How to Automatically Inform Customers to Email a Different Support Address
• How to View, Filter and Export Underlying Data for Widgets in Freshdesk Analytics
• How to Export Reports and Widgets in Freshdesk Analytics

View all 26

Setting up Field Service Management 5

• Adding Field Technicians
• Creating Service Groups
• Field Service Management - FAQ
• Introduction to Field Service Management
• Custom roles in Field Service Management (FSM)

FSM guides for helpdesk and field agents 7

• Customer Signatures in Freshdesk
• Map View for Service Tasks
• Configuring custom properties and fields for service tasks
• Geotagging service locations
• A guide to field service for field technicians

View all 7

Reports and Dashboards 2

• Tracking your field team performance
• Tracking field service volume trends

Automations for Field Service Management 5

• Rules that run when service tasks are updated
• Automatically create new service tasks for specific tickets
• Rules that run on service task creation
• Automations for Freshdesk Field Service Management: A Guide
• Setting up automatic appointment reminders

Scheduling and Time Tracking 2

• Managing Appointments and Service Tasks with the Scheduling Dashboard
• Time tracking for service tasks via the mobile app

Response Assist 3

• Setting up the Thank You Detector
• Use canned response suggestions to respond to tickets faster
• Use solution article suggestions to respond to tickets faster

Freddy Answers 4

• Training Freddy Answers to provide instant resolutions
• How to create effective answers?
• Measure the performance of Freddy Answers using Insights
• What are bot flows? How to trigger bot flows in Freshdesk?

Freddy - Overview 4

• Freddy Auto-recharge in Freshdesk
• All things Freddy AI for CX
• Freddy sessions - billing FAQs
• How the Facebook Messenger API update for Europe and Japan impacts Freddy AI customers

Assist Bot 9

• Enabling 'Multiselect' in an Assist bot conversation
• Configuring 'Actions' in the Assist bot flows
• Basics of the Assist Bot
• Setting up your API Library in the Assist bot
• Setting up 'Quick Actions' in your Assist bot

View all 9

Freddy Reports 1

• Measure your CX automation performance with the Freddy Reporting app

Auto Triage 2

• Using Auto Triage suggestions
• Setting up Auto Triage

Making the most with Freddy 2

• Improve agent productivity with Freddy
• Making the most out of your solution articles with Freddy

Email Bot 1

• Auto-resolve customer tickets using the Email Bot

Freddy AI with generative AI enhancements 7

• Email Generator: Auto-create email responses with the Email Generator
• Solution article generator: Save time when creating help articles
• Summarize: Automate ticket summaries for efficient collaboration
• Rephrase: Improve support quality responses using AI
• Tone Enhancer: Match your tone to the context of the conversation

View all 7

Deploying your bots on your support channels 8

• Freddy Self-service for mobile apps
• Use Freddy Self-service widget and assign to Freshchat agent
• How to deploy your bots on Facebook Messenger
• Using different bot flows for multiple Freshchat channels/topics
• Deploying your Freddy Self-service bot on the Freshchat widget

View all 8

Freddy Self-service FAQs 4

• Freddy Self-service billing FAQs
• The A-Z of the Bot Builder in Freddy Self-service
• What are the input options supported by the Freddy Self-service bot?
• What are the differences between using the Freddy Self-service widget and the Conversations widget?

Getting started with Freddy Self-service 13

• Conversations in the chatbot builder
• How to build a simple bot flow with Freddy Self-service
• Customizing your bot widget
• Configuring Freddy Answers in Freddy Self-service
• Enabling Multiselect in your Freddy Self-service bot conversation

View all 13

Advanced configuration in Freddy Self-service 6

• Bot activities
• Setting up parameters for contextual support
• Configuring Multipart form API in Bot Builder
• Using custom Javascript functions in Freddy Self-service bots
• Making use of Named-Entity Recognition (NER) in the bot builder

View all 6

Multilingual Bots using Freddy Self-service 2

• Configuring multilingual support in Freddy Self-service
• Deploying multilingual bots with Freddy Self-service

Freddy Self-service Integrations 2

• Assign a conversation to a Freshchat Agent from chatbot
• Integrating Freshdesk with Freddy Self-service

Automations 30

• How to restrict certain domains in Freshdesk?
• How to ensure time trigger automation runs only once?
• How to automatically send custom notification to specific Slack channel?
• How to remove tags from tickets?
• How to automatically send custom email notification for new tickets from a particular requester?

View all 30

Email 29

• How to forward tickets to external users?
• How to enable or disable email notifications?
• How to set up email notifications and reminders for SLA violation?
• How to respond to multiple tickets with a common reply?
• How to fix incorrect agent reply address?

View all 29

Analytics 7

• How to export report data from Analytics?
• How to view and edit mode in Analytics?
• What is the difference between Curated and Custom reports?
• What are widgets in Analytics?
• How to export ticket activities from Analytics?

View all 7

Accounts and Billing 7

• How to upgrade my plan in Freshdesk?
• How to try a higher plan on Freshdesk
• What to do if account is blocked due to high traffic?
• How to resolve issues with password reset?
• What are the best practices to delete agent without losing ticket details?

View all 7

Agent Management 1

• How to change an agent's name?

Security 4

• How do I consent for data share and privacy policy?
• How do I delete user data?
• How do I export user data?
• How to delete old tickets in a given period of time?

Ticket list view 1

• How to filter tickets by creation date?

Analytics 25

• Data Mismatch
• Limitations
• Export issues
• Customise Report
• Report Filters

View all 25

Emails 12

• Outgoing
• Notification
• Incoming
• Proactive Spam Filtering
• Setup

View all 12

Accounts 19

• Data Export
• Login related issues
• Explore plan issues
• URL
• Plans and Billing

View all 19

Automations 7

• Feature Asks
• Ticket Creation
• Time Triggers
• Webhooks
• Ticket updates

View all 7

Knowledge Base 8

• Multilingual Knowledge base
• Is there a way to view Knowledge Base content without a license in Freshdesk?
• Is there a way to build a Knowledge Base for employees?
• How do I disable the Knowledge Base in Freshdesk?
• Is there a way to integrate Knowledge from multiple sources?

View all 8

Agents 15

• Roles
• Password Reset
• New Agent
• Blocked
• Profile

View all 15

Helpdesk 1

• How to change the primary language of the helpdesk?

Security 22

• SAML SSO
• JWT SSO
• OAuth.2 SSO
• TLS
• HIPAA

View all 22

Dashboard 1

• How MVP point is calculated on the leaderboard in Freshdesk?

Integrations 10

• Dynamic 365 CRM
• Whatsapp Integration Process
• I am unable to integrate Jira with my Freshdesk account. How can I solve this?
• Social Media Channels in Freshdesk
• Facebook Integration

View all 10

Ticket Details Page 18

• Time Entry
• Split Ticket
• Forward
• Replies/ Reply Editor
• Traffic cop

View all 18

Portal 5

• Customer Portal
• Portal settings
• How to setup portal in multiple languages?
• Adding Custom URL
• Ticket Export Options in the Customer Portal

Ticket List View 13

• Ticket Refresh
• Bulk Actions
• Merge
• Export
• Default Views

View all 13

Common Articles 5

• How to remove bounce
• Accessing the right Haystack link
• Accessing the right Sumologic endpoint
• Find Account ID/URL
• How to check the mail server in use?

Ticket Fields 1

• Modifying Ticket Fields

API 1

• Fetching ticket status via API

SSO 2

• Unable to login using freshdesk login screen
• Custom SSO policy