General Admin settings

I was wondering if it is possible to define email templates in Freshdesk
You can create canned responses from Admin > Agent Productivity > Canned Responses and have them displayed to all agents so that they could insert the...
Tue, 18 Jun, 2024 at 4:43 PM
How do I set this up on our company website
You can have the Feedback widget setup on your website for the convenience of your customers. To know more about the Feedback widget you can check out the l...
Tue, 18 Jun, 2024 at 4:43 PM
I don't want every ticket created in Freshdesk to sync to Jira.
The linking of tickets would be manual and this would be done by an agent from inside the ticket. Tickets will not be linked to Jira automatically.
Tue, 18 Jun, 2024 at 4:44 PM
Configured the survey to be sent when we mark the ticket as closed, but it didn't work.
There are a few checks when a Satisfaction survey is not sent out. Check if this is an agent email address you are testing from. Check if the "When agen...
Tue, 18 Jun, 2024 at 4:45 PM
Is there a way to select multiple items on the drop down?
You cannot select multiple items in the same dropdown. However, you can check if a dependent field would solve your problem. You can understand more about t...
Tue, 18 Jun, 2024 at 4:46 PM
How do we ensure that all Solutions and tickets remain private and is never available within the public domain?
You can have the solutions and tickets made visible only to logged-in users so that this is not public. This can be set from Admin > Channels> Portals...
Tue, 18 Jun, 2024 at 4:46 PM
If reports are generated in Freshdesk, how can i select who can view them?
You can give the agent only "Agent" Role so that he/she will not have access to the Reports tab. You can do this from Admin--> Agents--> Edit...
Tue, 18 Jun, 2024 at 4:49 PM
How to customize login_form snippet?
We will not be able to customize the login_form snippet as this has been stored at our end and this is common for all accounts.
Tue, 18 Jun, 2024 at 4:49 PM
Our customer login is not working with an iFrame on our website
Freshdesk would not permit any login related actions through iFrame.
Tue, 18 Jun, 2024 at 4:50 PM
Can I customise my personal view of fresh desk with a different colour
You cannot personalise the Agent side of Freshdesk for each agent. You can use the Agent Rebranding available in Admin--> Helpdesk--> Edit Branding onl...
Tue, 18 Jun, 2024 at 4:50 PM