General (2)
Default solution category, feel free to edit or delete it.
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How to disable Gmail Gadgets for selected users?
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The Google Hangouts App: Part 2 - For Customers
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The Google Contacts App
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How can you use Freshdesk Integrations with eBay Tickets
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How can you Respond to an eBay Ticket
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eBay as a support channel - FAQ
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What is a Custom App?
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Introduction to Apps
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How to add signatures based on groups in Freshdesk using the Signature Management Plus app?
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Computer Telephony Integration Framework
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Freshdesk Telephony Partner Extension with Amazon Connect
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Freshdesk Telephony Partner Extension with Aircall
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Setting up multiple languages in Freshdesk (for the support portal and the help widget)
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Rebranding your Support Portal to reflect your brand guidelines
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Using a custom support URL and pointing the CNAME
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Adding a “My Topics” section to your community forums
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Adding a print option next to your kbase articles
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How to Publish your FreshTheme to the Themes Gallery?
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Setting up your Community Forums
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Types of Community Forums
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Building your Community with Forums in Freshdesk
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Collaborate with your team to set up your Knowledge Base
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How to get more out of the Knowledge Base Editor
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Optimizing your solution articles for search engines
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Understanding Why Certain Placeholders Are Unavailable In The Insert Placeholders Popup
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Deeper insights into Canned Responses usage
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Creating common reply templates with Canned Responses
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Controlling agent access with roles
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Assuming identities
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Ticket Scope vs. Agent Role - what’s the difference?
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How to use the Omnichannel dashboard
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Overview of Omnichannel Availability dashboard
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An overview of Omnichannel analytics
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The Customers tab and what it can do
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Importing and Exporting customer data
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Changing customer password
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Multilingual ticket fields and forms
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Creating custom fields in your ticket form
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Modifying custom ticket forms
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Using the original sender as ticket requester in forwarded emails
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Getting feedback from your website (with the feedback widget)
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Connect your chat and CRM accounts with Freshdesk with just a click
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Introduction to Freshdesk's built-in phone channel
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Customizing your phone number
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Call history and Blocking calls
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If I delete an agent from Freshdesk, what happens to the tickets assigned to that agent?
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How to use email signatures in Freshdesk?
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How do I edit an agent's role?
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Working with 'Top Customer Analysis' legacy report
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First response SLA (Helpdesk In-depth)
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Day of the week, hour of the day trend (Ticket volume trends)
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Getting Started with Freshdesk Analytics
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Introduction to Analytics
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An overview of Omnichannel curated reports
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Group Performance Report in Analytics
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Performance Distribution Report in Analytics
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Ticket Lifecycle Report in Analytics
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Replying to Facebook posts from Freshdesk
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Why do you have to reauthorize your Facebook Page often?
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Integrating a Facebook page with your helpdesk
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Availability of Agents on Phone channel
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Adding a phone channel to your Freshdesk
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Agent Availability Dashboard
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Getting started with Freshchat
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How can I set up the Freshchat integration?
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Does Freshdesk support live chat as a channel?
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Prepopulating, hiding, or disabling ticket fields, opening the widget, and other advanced functionality in the help widget
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Launching the widget when a button is clicked
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Tracking frustrated customers with the help widget
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FAQs about the Freshdesk Android App
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Support for deeplinks in the Freshdesk Android app
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Voice search in the Freshdesk Android app
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Universal links in the iOS app
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Logging in and out of the iOS app
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Searching via Freshdesk on your Mobile App & other common actions
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Setting up Parent Child Ticketing
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Automate parent-child ticketing workflows
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Create a new child ticket automatically using a webhook
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Shared Ownership and Ticket Views
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Circumventing automations rules that remove Shared Ownership
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Setting up Shared Ownership of Tickets
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How to measure the performance of Collaborators?
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What are the different Collaborator roles and privileges?
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How to set up Collaborators?
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Why are deleted agents not appearing under the Deleted Agents tab?
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I am not able to change an agent's name
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Can an agent be automatically assigned to tickets from one group?
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I was wondering if it is possible to define email templates in Freshdesk
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How do I set this up on our company website
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I don't want every ticket created in Freshdesk to sync to Jira.
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I am trying to add an email address to receive a weekly indepth report but it keeps saying no email found
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Can I get all ticket data including all the activity, status, time, etc?
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I want to be able to compare the average resolution time that a group has on a daily basis.
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i need to know the error codes in API response
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How can i include survey on an email?
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push to slack with supervisor
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How do I get product details if I have a product_id?
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Is there an API to add Items to a custom drop down?
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Is there a Freshdesk test environment for API?
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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.
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How do we block a client/mail id from creating tickets?
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Ticket creation notification is not translated in French
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What are portal categories in portal customisation?
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I want to get some details regarding how to control knowledge base access.
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We use multiple product portals and want to start using Solutions but we cannot restrict view access based on Agents working with different products.
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A ticket is linked to the wrong company
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Is there a way to see someone working on an email from the table view?
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I would like to know how to enable Traffic Cop
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Where can I download the data processing addendum for freshsales?
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How can I turn OFF the SSO?
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I would like to change the ticket url from https:// to http://
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How to add bcc while sending a new outbound email?
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Can I set up multiple email domains in Freshdesk?
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how to change the ticket subject when forwarding to an outside emial address
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Why are there two surveys being sent out in the same email?
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How to calculate the exact number of surveys sent in a specific time?
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Can I receive a notification every time a customer satisfaction survey is completed?
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Existing freshworks user! Admins cannot edit Agent' profile information. Agents can edit their profile information in their Freshworks profile.
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Unable to load page. We encountered an unexpected problem (check your network connection).
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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
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Do you have Instagram as a support channel?
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Automation to create Child tickets
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Do you have a CRM on its own, not part of Freshdesk helpdesk
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I want to reduce the number of agents from my account
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For now our account does not have a full time agent seat, how can I get a day pass?
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How to switch to invoice for payment?
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Training Freddy Answers to provide instant resolutions
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How to create effective answers?
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Measure the performance of Freddy Answers using Insights
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Enabling 'Multiselect' in an Assist bot conversation
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Configuring 'Actions' in the Assist bot flows
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Basics of the Assist Bot
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Freddy Self-service for mobile apps
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Use Freddy Self-service widget and assign to Freshchat agent
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How to deploy your bots on Facebook Messenger
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Freddy Self-service billing FAQs
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The A-Z of the Bot Builder in Freddy Self-service
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What are the input options supported by the Freddy Self-service bot?
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Conversations in the chatbot builder
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How to build a simple bot flow with Freddy Self-service
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Customizing your bot widget
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Bot activities
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Setting up parameters for contextual support
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Configuring Multipart form API in Bot Builder
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How to restrict certain domains in Freshdesk?
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How to ensure time trigger automation runs only once?
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How to automatically send custom notification to specific Slack channel?
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How to forward tickets to external users?
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How to enable or disable email notifications?
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How to set up email notifications and reminders for SLA violation?
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How to export report data from Analytics?
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How to view and edit mode in Analytics?
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What is the difference between Curated and Custom reports?
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How to upgrade my plan in Freshdesk?
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How to try a higher plan on Freshdesk
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What to do if account is blocked due to high traffic?
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Multilingual Knowledge base
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Is there a way to view Knowledge Base content without a license in Freshdesk?
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Is there a way to build a Knowledge Base for employees?
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Dynamic 365 CRM
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Whatsapp Integration Process
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I am unable to integrate Jira with my Freshdesk account. How can I solve this?
Premium Support (1)
Customer dashboard
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How to prevent email notifications for merged tickets?
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Why are my requesters receiving two emails notifications when a new ticket is created?
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Why am I, as an agent, not getting notifications when a new ticket is created?
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Where can I download invoices for my account?
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How do I delete or cancel my account?
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How do I activate my Freshdesk Account?
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What is the size limit for attachments to a ticket reply?
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I want to insert a footer into all my replies. How do I do this?
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What are tags? How can I add/merge tags?
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I want my agents access to be altered while working on the tickets. How do I go about this?
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How to send replies with the Agent Name in the From field of the email?
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How to resolve issues with password reset?
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How can I add a ticket field where a customer can only select one of multiple options?
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What is a dependent field and how do I use it?
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How can I create dynamic forms and have different fields based on the different values?
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Is there way to add tickets automatically to the solutions or knowledge base?
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Is it possible to have existing knowledge base articles pop-up before someone submits a ticket on that topic?
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Is there a way to create an internal and external knowledge base?
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Is it possible to change the Forum tab name with a different text?
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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?
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How to disable forum moderation emails?
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How do I rebrand the Agent side of the portal and change its colors?
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How can we make sure that only logged-in users can submit a ticket?
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What is the difference between the New > Ticket and the New > Email option?
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Data storage and data security in Freshdesk
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Why are we getting a 'connection insecure' error when we try to access our support URL?
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TLS 1.0 Support Deprecation
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What is automatic ticket assignment?
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Is there a way to prevent automatic ticket assignment when an agent replies to an unassigned ticket?
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Is it possible to automatically assign tickets based on agent workload?
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How to ensure that users do not change their email address while submitting a ticket, from the portal?
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What is the difference between the Garden and Estate plans in terms of portal customizations?
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How do I restrict customers from editing the ticket properties after a ticket is submitted?
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What can I do if incoming calls are not being received by certain agents?
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Can we keep our helpdesk numbers hidden?
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I already have a Twilio number. Can I use it directly?
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How do I change my Agent Profile's TimeZone?
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Is it possible to display the clock in the 24-hour time format?
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Will the reopening of a Resolved ticket count against Average Resolution time?
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I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible?
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How do I have an NPS score using Freshdesk surveys?
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I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey.
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Why are my company's posts not being converted to tickets, even though I've selected that option?
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Why am I not able to associate my Facebook page with Freshdesk?
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Why is the reply option not available on a few tickets created from Facebook?
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Is there an app where my customers or clients can login to raise tickets?
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I'm not able to receive calls on my Freshdesk app - what am I doing wrong?
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Do you have a Freshdesk app for Windows Mobile OS?
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How can I stop verification emails being sent to customers?
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How can I send activation emails in bulk?
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Why can't I sign up again with an email address after I've deleted the contact associated with that address?
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Why am I getting ‘You’re not allowed to access this page’ error?
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Why are the names under my agents' profiles automatically changed every time they log in?
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I see the error 'Sorry we couldn’t locate your account' when I try to login. What is the issue here?
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What are Webhooks?
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Is there any documentation for the APIs on Freshdesk?
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How to handle and prevent webhook drops?
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Would an agent with Group access be able to view Shared Ownership tickets?
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Is it possible to trigger an action using the Ticket Update automation if the Internal group is changed?
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Can I use a template to create a new ticket?
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How do I set up multiple products on a portal?
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Is it possible to use the same agents and SLAs for multiple products?
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Is there a placeholder for a product-specific activation URL when a new customer signs up?
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Why can't I see all my fields in the filters on the Reports tab?
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Are there any limitations in the drill-down option for the Reports?
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How does the Top-Customer Analysis Report work?
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How can I reset the gamification points?
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How are the points calculated for the Leaderboard?
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How can I edit the level of each agent manually?
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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?
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Why isn't status mapping in JIRA working for me?
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I typed my auth token incorrectly while calling “/fd_ticket” - what can I do?
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Why am I getting the 'Currently one import is in progress, please try again' error while importing?
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What can I do if the file size for the import is more than 50MB?
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Can I do a bulk import of tickets from another ticketing system?
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How can I set the feedback form to be for a specific product?
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Why am I getting the error ERR_INSECURE_RESPONSE when I'm trying to embed a contact form on our website?
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Can we change the order of the fields in the Feedback Form?
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Why am I not able to see the Admin Tab?
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Where do I set agent's ability to accept auto assignment?
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How many agents can I add in the Sprout plan?
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How to test the bot before enabling it on support portal?
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How to train the Bot?
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How to set up the Answerbot?
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How to create a new portal?
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I need to find how to change a survey response
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Can I download Freshdesk?
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I need a call answering system.
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What happens when I delete a product?
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I need information on Freshmarketer
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Which ticket statuses are considered in the On-Hold count?
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Can I edit an announcement in Team Dashboards?
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Is the Team Dashboard realtime?
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How can I embed solution articles or the customer portal into my website?
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What is the help widget?
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How can I embed solution articles and/or the contact form on Wix?
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What is the validity of our Freshdesk’s PCI compliance certification?
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Are Freshdesk (standalone version) and Freshdesk Omnichannel PCI compliant?
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Who provided the PCI-DSS certification for Freshdesk?
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What roles and scope can be assigned to a Field service agent?
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I do not see the Field Service Management option in the Admin tab. Why?
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What is the difference between a Field Technician license and a Helpdesk agent license?
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I belong to Estate plan. But, why am I not able to create a custom report?
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How to create custom reports in Analytics?
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How do I find out how much time a ticket spent on each status?
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Will agents on Freshdesk be notified in-product when an internal team updates their status?
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Will any internal team on Freshservice be able to contact or respond to the customer?
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Do Freshdesk or Freshservice teams need an additional license to access this integration?