Sandbox-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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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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?

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