Freddy AI and Chatbots (Legacy)
- Configuring dialogs in Freddy Self-service
- What are the differences between the different input options in the Freddy Self-service bot builder?
- Customize the bot widget to match your brand
- What is versioning in Freddy Self-service?
- Easily build your first bot with Freddy Self-service bot builder
- Multilingual chatbots
- Languages supported in Freddy Self-service
- Bot activities in Freddy Self-service
- Providing multilingual support on Freddy Self-service bots
- How to deploy your Freddy Self-service bot on Freshchat widget
- How to deploy your Freddy Self-service bots on your website
- Use Freddy Self-service widget and assign to Freshchat agent
- How to use different bot flows for multiple Freshchat channels/topics
- Troubleshooting tips while integrating Freshchat and Freddy Self-service
- How to integrate Freshdesk with Freddy Self-service
- How to assign a conversation to a Freshchat agent from the bot
- Using functions in the Freddy Self-service bot builder
- Provide contextual support with chatbot builder
- How to use custom Javascript functions in Freddy Self-service bots
- Using attributes in Freddy Self-service
- A glossary of the chatbot builder in Freddy Self-service.
- Freddy Self-service sessions - billing
- Differences between the Freddy Self-service and Freshchat widgets
- What are the input options supported by Freddy Self-service
Field Service Management
- Field Service for Helpdesk Agents
- Field service for field technicians
- Customer signatures in Freshdesk for field service
- Offline Availability for Field Service Management
- Configuring custom properties and fields for service tasks
- Managing Appointments and Service Tasks with the Scheduling Dashboard
- Time tracking for field service tasks via Freshdesk mobile app
- Automations for Freshdesk field service management: A guide
- FSM Automation rules that run on service task creation
- FSM Automation rules that run when service task are updated
- Automatically create new service tasks for specific tickets
- Setting up automatic reminders for service tasks
- Tracking your field team performance
- Field Service Volume Trends report
- Appointment Reminder app for Field Service Management
- What is the difference between Field technician and Customer service technician roles in Freshdesk?
- What are the default field service roles available in Freshdesk?
- Can a child service task be linked to another child service task
- Can an existing agent be converted into a Field Technician?
- What roles and scope can be assigned to a Field service agent?
- Can normal agents be added to service groups?
- How do I enable the scheduling dashboard feature in Freshdesk?
- Can a service task have child service tasks?
- I have created a service task directly without any ticket. Can I assign this service task to a field technician?
- Can I create a service task without having to create a support ticket first?
- Can I convert a support ticket to a service task?
- Is it possible to link service tasks in Freshdesk?
- Can a service task be linked to a ticket?
Freshdesk FAQ
- How do I create a new Freshdesk Account?
- How do I restrict customers from editing the ticket properties after a ticket is submitted?
- What is Freshdesk?
- How to ensure that users do not change their email address while submitting a ticket, from the portal?
- How to hide the portal and solution articles from being crawled on a Google search?
- How can I onboard my customers into Freshdesk?
- How do I send an activation email to the customers to start using their portal?
- How can I send activation emails in bulk?
- Can I resend an activation link to a customer?
- My customers are getting the error 'You are not authorized to access portal' - how can I fix this?
- What is the difference between the New > Ticket and the New > Email option?
- How do I auto-fill fields when I'm creating a new ticket as an Agent?
- Why is a different language being displayed when I log in to the portal?
- How do I save the filters I apply under the Tickets tab?
- How can I login to my account?
- Why I am not able to login using my Freshdesk URL?
- How does SSO in Freshdesk work?
- How to reset my password?
- How can I disable the option for requesters to sign up to our helpdesk?
- Where do I configure Single Sign On within Freshdesk?
- Why are we getting a 'connection insecure' error when we try to access our support URL?
- What is the pricing for SSL certificates? Does it differ with respect to plan?
- Data in Freshdesk
- How do I request a new SSL certificate?
- Can we use a wildcard SSL certificate with Freshdesk?
- Are Facebook posts real-time?
- Why am I not able to associate my Facebook page with Freshdesk?
- Why are my company's posts not being converted to tickets, even though I've selected that option?
- How can we choose between replying to a comment and replying to a post on Facebook?
- How do I create a custom ticket view?
Onboarding and Setup
- Get Started with Freshdesk Omni
- Understanding Freshdesk Pricing, Plans & Subscription Management
- Get Started as an Admin in Freshdesk
- Explore Freshdesk Free Program - Key Features, Setup, and Upgrades
- System and Browser requirements for Freshdesk
- Using Search in Freshdesk
- How To Find Your API Key
- Configure Helpdesk Settings in Freshdesk
- Set up your sandbox account
- Setting up your Freshdesk Support Portal in Multiple languages
- Manage your Customer Data Schema
- Manage Customer Data in Freshdesk
- Personalize support using Customer Segments
- Import and export customers and company information
- Timezone and Language - Import format
- Add, edit, or delete support agents in Freshdesk
- Understanding Full-time vs Occasional Agents
- Organize Agents into Groups in Freshdesk
- Configure Agent Status and Availability in Freshdesk
- Deactivate or Delete Support Agents | Freshdesk
- Manage agent roles and permissions in Freshdesk
- Creating a custom role
- Understanding ticket scope and agent role
- Advanced ticket scope in Freshdesk
- How to restrict ticket access to agents?
- Freshdesk Upcoming Enhancement 2025
- Freshdesk Upcoming Changes(December 2025 - March 2026)
- Get Started with the New Freshdesk Interface
- How to upgrade to the new Freshdesk?
- WhatsApp username update impact on Freshdesk and Freshchat products and required actionss
Ticket Management
- Understand the Ticket List View
- Understand the Ticket Details View | Freshdesk
- Keeping track of time spent
- How to Process a Ticket
- Keyboard shortcuts in Freshdesk
- Perform Macro Actions with Scenarios
- How to Prevent Outdated Replies
- Work Faster with Focus mode in Freshdesk
- Creating and using ticket templates
- Providing access to tickets without forcing users to log in
- Understand and Customize Ticket Fields
- Understand and Use Ticket Forms | Freshdesk
- Multilingual ticket forms
- Overview of Collaboration
- Add and Use Collaborators to Assist in Ticketing
- Manage Freshchat Tasks in Freshdesk
- Organize internal conversations with Threads
- Collaboration using Forward Threads in Freshdesk
- How to setup parent child ticketing
- How to create child tickets in Freshdesk
- Creating child tickets using templates
- Ticketing views using parent child
- Automate parent child ticketing workflows
- How to setup Shared Ownership in Freshdesk
- Setting up Shared Ownership of Tickets
- Using bulk actions and scenarios
- Circumventing automations rules that remove Shared Ownership
- Ticket views for shared ownership
- How to setup Linked Tickets in Freshdesk
- Creating a tracker
Freddy AI for Ticketing
- Purchase and Manage Freddy AI Ad-ons in Freshdesk
- Enhance Customer Support with Freddy AI: Self-Service, Copilot, and Insights
- Freddy AI Agent Studio: Configure, Automate, and Scale with AI
- View AI Agent Session Consumption in Freshdesk
- AI Agent Setup and Configuration in Freshdesk
- AI Agents Library in Freshdesk
- Workflow library in Freshdesk
- Improve response quality with Freddy AI's Writing Assistant
- Summarize: Automate ticket summaries for efficient collaboration
- Solution article generator: Save time when creating help articles
- Introduction to Freddy's Sentiment Analysis - Improve Customer Satisfaction with AI-Driven Insights
- Freddy solution article suggestions for ticket resolution
- Freddy Assist Bot for Agent Assistance
- Capabilities of the Assist bot for agent assistance
- Gather multiple inputs in one go in an Assist bot conversation
- Triggering actions in the Assist bot for agent assistance
- Connect your Assist bot with all your apps through APIs
- Freddy ticket field suggestions to auto-classify ticket properties
- Deflect Freshdesk tickets using the Email AI Agent
- Set Up the Email AI Agent for Automated Support
- Manage, Test & Troubleshoot Your Email AI Agent
- Thank You Detector, powered by Freddy
- Root Cause Analysis in Freshdesk
- Proactive Insights in Freshdesk
- Conversational Insights in Freshdesk
- Customized Insights in Freshdesk
Workflows and Automations
- What are business hours and calendar hours?
- Configuring Multiple Business Hours in Freshdesk
- Understanding SLA Policies
- Setting SLA targets for every response
- Omnichannel Holidays (Classic Freshdesk Omnichannel)
- Overview of Automation Rules in Freshdesk
- Creating automation rules that run on hourly triggers
- Automation rules that run on ticket creation
- Creating a new automation rule to run on ticket updates
- Using webhooks in automation rules that run on ticket updates
- Automatic Ticket Assignment in Freshdesk Using Omniroute
- Configure Freshdesk Omniroute™
- Setting up automatic ticket routing through Round-robin
- Setting up automatic ticket assignment through Load balanced ticket assignment
- Skill based ticket assignment for agents
- Overview of Custom Objects in Freshdesk
- Adding Custom Object records in Freshdesk
- Associating different object types in Freshdesk
- Filtering and searching for Custom Object records
- Custom Objects Reports and Analytics
- Creating common reply templates with Canned Responses in your Help Desk
- Exporting & importing canned repsonses
- Understanding dynamic content and placeholders
- Why some placeholders are missing in the Placeholders Popup in Freshdesk
- Canned Response Analytics
- Multilingual customer satisfaction surveys
- Customizing your survey thank you page
- Setting up customer satisfaction surveys
- Setting up surveys in the upgraded Freshdesk CSAT module
- Proactive Outreach for Shopify
Ticketing Channels
- Learn about Email channel in Freshdesk
- Converting Support Emails into tickets in your support portal
- Using custom email servers to send and receive support emails
- Freshdesk Email domain verification using DKIM records
- Configure Advanced Email Settings in Freshdesk
- Sending an outbound email from Freshdesk
- Why do I get 'Message not delivered' error?
- Why are the emails not converted as tickets?
- Why are agents receiving tickets in their mailbox apart from the helpdesk?
- Why are customers not receiving emails from Freshdesk?
- Configure email notifications in Freshdesk
- Email notifications in multiple languages
- In-app notifications to prioritize your
- Hiding ticket ID from the subject line of support emails
- Troubleshooting Email Attachment Issues
- Introduction to Web Chat in Freshdesk
- How to Create and Configure a Web Widget in Freshdesk
- Create Web Chat Topics and map them to Web Chat Widget
- Configure JWT Authentication for Web Chat Widgets
- Configure Pre-chat Form for Web Chat Topics
- WhatsApp Business integration for Freshdesk
- Migrate WhatsApp Number from Another Provider to Freshdesk
- WhatsApp Pricing Details
- Track WhatsApp Usage Metrics from Freshdesk
- Manage Webhooks for WhatsApp
- Quick guide to Supporting customers through your Facebook Pages
- Replying to Facebook posts from Freshdesk
- How Facebook Messenger API Update for Europe will impact Freshdesk users
- Why do you have to reauthorize your Facebook Page often?
- Facebook real-time messaging
Knowledge Base Management
- Create categories, folders & articles in your Knowledge Base
- Freshdesk Knowledge Base
- Manage articles, folders and categories in Knowledge Base
- Freshdesk Article Editor Options
- How to collaborate with your team during an approval process
- Keep your Knowledge Base up-to-date with Email-to-K-base
- Article status flow in an approval process
- Controlling access of agents in the Knowledge base
- Content Management: Receiving feedback on an article
- Effectively managing your knowledge base
- Automatic Sitemap Generation
- Self service - Setting up your Knowledge base for multiple products
- Understanding all article statuses
- Managing multilingual knowledge base using article status
- Setting up a Multilingual Knowledge Base
- Creating new forums and categories in your Help Desk
- Building your Community with Forums in Freshdesk
- Customize your Forums as questions, announcements, ideas & problems
- Forum moderation and advanced spam protection
- How to follow topics and forums in the community?
Portal Setup and Customization
- Freshdesk Customer Portal
- Configure Customer Portal Settings
- Setting up advanced ticket filters on your customer portal
- Customizing your customer portal
- Customize Portal Layout and Pages (Advanced Portal Customization)
- Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change
- Use a custom portal URL and verify DNS
- How to resolve SSL certificate renewal issues
- Generic Portal Information
- Understanding themes to personalize your customer portal
- What is Liquid?
- Liquid Markups
- Using Filters
- Conditional Statements
- Looping and Iteration
Reporting and Analytics
- Analytics in Freshdesk
- Support metrics in Freshdesk Analytics
- Filter reports in Analytics to get better insights from your data
- Scheduling reports in Analytics
- Introducing New Curated Reports for Better Insights
- Freshdesk Curated Reports
- Ticket Volume Trends in Freshdesk Analytics
- Helpdesk Ticket Volume Report in Analytics
- Helpdesk Performance Report in Analytics
- Team Dashboards - Setup and Functionality
- Checking recent helpdesk activity
- Dashboards in Freshdesk
- Omnichannel Availability dashboard
- How to use the Omnichannel dashboard (Classic Freshdesk Omnichannel)
- Custom Reporting – Basics
- Applying filters to widgets in Analytics
- Applying report filters in custom reports
- Setting up multiple metrics inside a widget
- Adding group by as a filter in Analytics
Freshdesk Integrations
- Installing Apps from Freshworks Marketplace
- What is a Custom App?
- Frequently Asked Questions (FAQs) on Marketplace Apps.
- How to update and delete tickets using the Bulk ticket manager light app?
- How to hide ticket fields using the Hide/Disable Ticket Fields app?
- How to enable Single sign on for Google Apps Premier Edition?
- Integration with Google Contacts
- Integration with Google Analytics
- Integration with Google Calendar
- The Jira Plus App- Jira Freshdesk Integration
- Integration with Google Hangouts - Customer initiated hangout
- The JIRA app - Creating a custom field
- How to integrate Freshsales with Freshdesk?
- The Azure Active Directory Connector App
- The Insightly CRM App
- The Copper CRM Connector App for Freshdesk
- The Fullcontact App for Freshdesk
- Setting up the Freshdesk-Freshservice/FSBT integration (Admins)
- Introduction to Freshdesk-Freshservice/Freshservice for Business Teams integration
- Syncing ticket field and properties between Freshdesk and Freshservice
- Using the Freshdesk + Freshconnect integration
- Integration with Harvest
- The Freshdesk + Freshconnect integration FAQ
- QuickBooks Integration with Freshdesk
- The Xero App
- Mailchimp integration with Freshdesk
- Integration with LogMeIn Rescue
- Integrating Dropbox with Freshdesk
- Integrating Box with Freshdesk
- The OneDrive app
The Freshdesk Mobile App
- Creating new tickets and accessing the ticket list from mobile app
- Complete guide to Freshdesk android app - Logging in
- Searching across your Freshdesk account & common actions
- Viewing tickets, customers and kbase articles from the android app
- Logging in and out of the iOS app
- The Ticket Guide - Reply to, Attach Files, and modify Ticket Properties
- Creating new tickets and accessing the ticket list
- Searching via Freshdesk on your Mobile App & other common actions
- Replying to and modifying properties of tickets
- Notifications and other Settings
- Logging in and out of the iPad app
- Creating new tickets and accessing the ticketlists in iPad
- Notifications and other Settings in iPad
- Replying to and modifying properties of tickets in iPad
- Searching across your Freshdesk account & common actions in iPad
- Notification schedule for iOS & Android
- Mobile support for Freshdesk Analytics
- Enable Real-time Ticket Updates for Mobile
Policies and Data Protection
- Single Sign-On in Freshdesk
- Configuring custom SSO policies under Org
- Reauthorization of custom mailbox
- Enable your WordPress users to login with SSO to Freshdesk
- Allow or block IP addresses in Freshdesk for secure access control
- Password policy for agents and customers
- Restrict your helpdesk to certain domains
- Deprecation of TLS V1.1
- Allowlist NAT IPs
- Ticket Archiving
- Spam and trash
- Freshworks - Terms of Service (ToS) Update - March 2019
- Freshworks privacy policy
- Freshworks - Terms of Service (ToS) Update - April 2020
- Freshdesk and HIPAA
- Organization Admins in Neo Admin Center
- What is Freshworks Neo Admin Center?
- How to Access Freshdesk with Freshworks Neo Admin Center
Deprecated FD articles
Contacts & Companies
- How can we allow only logged-in users to create tickets on the portal?
- Can we export contacts from Freshdesk ?
- How can I change the email address of an existing contact in Freshdesk?
- I have a problem while importing contacts. What could the issue be?
- How do I import contacts to my account?
- How to assign ticket to companies?
- Total time spent on company tickets
- While importing contacts, does it update the existing or create new contacts?
AI Agent Studio
- Workflows for AI Agents in Freshdesk
- Provide Instructions for AI Agents
- Monitor and Analyze AI Agent Performance Metrics in Freshdesk
- Advanced AI Agent Settings Configuration in Freshdesk
- Build workflows: no code agentic workflows
- Build and curate knowledge AI Agents in Freshdesk
- Configure handover settings for AI Agents
- Evaluate and Improve Your Freddy AI Agent Responses in Freshdesk
- Write Freddy AI–optimised knowledge content
- Configure conversation behaviour for AI agents
- API actions library in Freshdesk
- Monitor Every AI Agent Interaction in Freshdesk using Ticket Logs
Security
- Freshdesk Domains to Whitelist in your Firewall
- Enabling TLS 1.2 Strong Cipher Suites
- Secure attachments
- Restrict file extensions in Freshdesk
- Configuring CSP for Freshdesk Portal
- IP allowlisting for Freshdesk Application Load Balancer
- Necessary configuration changes to ensure uninterrupted portal access.
- MEC to EUN migration guide
Getting Started with Customer Portals
Policies
Enable Automatic Ticket Routing
Help and Troubleshooting
- Convey SLA expectations to priority customers
- making changes to curated reports in Freshdesk Analytics
- deleting agents in Freshdesk
- inform customers to email a different support email address
- automate emails to customers for CSAT surveys
- Skip new ticket notifications
- specific emails not getting converted into tickets
- update an agent's profile in Freshdesk
- emails not getting converted into tickets
- email notifications in Freshdesk
- automatically send emails to requesters from specific companies
- custom mailbox
- send an email notification when a ticket is created
- assign tickets by keyword, ticket type or requester
- send tickets to particular groups in Freshdesk
- automate rules for merged tickets
- Automatically close tickets after a certain period
- View, filter, edit underlying data for widgets
- Edit reports and widgets
- compare metrics in Freshdesk reports
- Calculating percentages for metrics
- setting up custom reports in Freshdesk
- exporting reports in Freshdesk
- adding widgets and metrics to a custom report
- adding filters to a report
Freddy AI Copilot - Assist Bot
Ticketing Workflow
- What are tags? How can I add/merge tags?
- Can I send bulk emails to customers using Freshdesk?
- Can I download attachments using a Public Ticket URL without being logged in?
- How to remove ticket number that appears in the subject?
- How to change the requester’s email address in a ticket?
- How to close a ticket without sending an email notification to the customer?
- Is it possible to add another agent to a ticket?
- Can I customise the fields under the Tickets tab?
- What happens when the attachment size limit goes beyond the threshold?
- Every ticket for a particular user goes to Spam. Is there a place where we can “clear” the user's email?
- Inserting footer in replies
- How does a ticket get marked as spam?
- On what time zone are the ticket counting timers based?
- How can customers view their previous conversations after a ticket is closed?
- How can the customer change the priority and type of a ticket?
- Would it be possible to add attachments that are more than 20 MB in size?
- How to filter tickets by creation date in Freshdesk?
- Is there a possibility for a customer to check the status of their ticket without logging in?
- Is it possible to forward the ticket to an email address whenever a new ticket is created ?
- While merging tickets, is it possible to change the content of the auto response?
- Can I schedule a recurring ticket in Freshdesk ?
- How do I export my tickets from Freshdesk?
- Can I receive a sound notification when a new ticket comes in?
- How do I add a tag to a ticket?
- Can I add tags automatically?
- Can the Admin and Agents view the same system activities in automations?
- What is a Requester Widget?
- Is it possible to check the ticket history of a particular customer?
- How do I view the updates made to a ticket?
- Can I edit the requester details directly from the requester widget?
Configure Parent Child Ticketing
Freddy AI Insights
Manage Agent Roles and Permissions
Exploring Curated Reports
- Agent Performance Report in Analytics
- Average Handling Time Report (AHT Report)
- Top Customer Analysis Report in Analytics
- AI and Human Agent Impact Analysis
- Helpdesk Ticket Volume: Unresolved tickets
- Average first response time in Analytics (Helpdesk Performance)
- Helpdesk Performance: First Response SLA
- Helpdesk Performance: First Contact Resolution
- Helpdesk Performance: Response Time
- Helpdesk Performance: Average Resolution Time
- Helpdesk Performance: Average First Assign Time
- Helpdesk Performance: Resolution SLA
- Time Sheet Summary Report in Analytics
- Group Performance Report in Analytics
- Performance Distribution Report in Analytics
- Ticket Lifecycle Report in Analytics
- Customer Satisfaction Survey Report in Analytics
- Understanding the curated knowledge base reports
- Understanding agent availability with Agent Activity reports
Get Started
Configure Important Admin Actions
Advanced configuration in Chatbots
Complete Guide to Freshdesk iPhone app
Explore Ticket Inbox
Integrate WhatsApp Channel
Multiple Products
- Is it possible to use the same agents and SLAs for multiple products?
- How will multiple portals look on the end-user side? Will they have to login with different credentials?
- Can I make the Ticket URL sent out with every reply portal-specific?
- Is it possible to restrict the visibility of solution articles with respect to the product portals?
- How do multiple brand names work under the same account?
- Is it possible to restrict an agent’s access to tickets from one portal only?
- How to transfer solution articles from the main portal to the product portal?
- 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 do I view the tickets pertaining only to a particular product?
- Is it possible to have product-specific SLA policies?
- How to send product-based email notifications in Freshdesk?
- How do I set the product in the embeddable widget?
- How do I setup different Kbase for different products?
- Can I brand tickets separately for different products?
- While adding a new product I get the error message "Please enter a valid email address". Why so?
- Can I associate separate group for each product?
Knowledge Base
- Is there any way to pull a report or find metrics on the number of views per solution article?
- How can I delete a draft in the Knowledge Base?
- How can I import my existing Knowledge Base into Freshdesk?
- Is it possible to have existing knowledge base articles pop-up before someone submits a ticket on that topic?
- Is it possible to hide all articles of one language from the customers which are work-in-progress ?
- How do customers/visitors change the language on the customer portal?
- Who all can change the language ?
- Can i refer the master version while editing a translation ?
- How to show the author name in an translated article ?
- Can I have different tags,folder & category names for translated articles?
- How do I change the article status from red to green ?
- If any changes are made to the master version, does it mark the other translations as outdated automatically ?
- Can i view the analytics for each translation ?
- How can you support multiple support languages in the account?
- How can I track an article which is not useful for a customer?
- I want to report on how many users are reading the articles on the helpdesk
- Is there an API to bulk export or update Solutions?
- How to create a Solution article using API?
- Can we delete a customer reply in ticket?
Introduction to Liquid
Freddy AI Copilot
- Live Translate in Freshdesk
- Set up Freddy's Auto Triage to auto classify new tickets
- Freddy canned response suggestions for ticket resolution
- Freddy Copilot Usage Report - A Guide to Tracking AI Usage and Effectiveness
- Boost Agent Efficiency with Freddy AI's Reply Suggester
- Similar Tickets in Freshdesk
- Assigning Freddy AI Copilot Licenses in Freshdesk
- Data Processing for Similar Tickets and Canned Responses
Reports
- Are there any limitations in the drill-down option for the Reports?
- Why are my reports not live yet, and why can't I view today's data?
- Why can't I filter based on Agent and Group in the Helpdesk in-depth report?
- How can I save my filters on the reports so that I don't have to repeat them each time?
- Why can't I see all my fields in the filters on the Reports tab?
- Why is there a difference in the ticket count between a ticket export and the reports?
- From which plan is the new dashboard available?
- How to change the view of dashboard to admin snapshot?
- What is the difference between agent and admin snapshot?
- What are the different snapshots available in the new dashboard ?
- Why am I not able to view the option for scheduling reports?
- Can I schedule reports for other agents or customers?
- Can I schedule multiple exports of the same report?
- How to delete a scheduled report?
- Is it possible to filter a report based on a custom text field?
- Is it possible to filter tickets based on ticket status?
- How to get the number of tickets that an agent re-assigned to another agent?
- How to filter reports based on the country from which they are raised?
- What are the metrics displayed in Helpdesk In-depth report?
- Is a merged ticket taken into consideration while generating reports?
- In the Phone Summary Report, what does "Unanswered Call" mean?
- Why are the changes made on a ticket not reflecting in the reports?
- What tickets are taken into account for the count of Resolved Tickets in reports?
- How do I check the number of overdue tickets for an agent?
- How are the Resolution SLA and First Response SLA percentage metrics calculated?
- Where can I see the total number of tickets that were reassigned by one group to another?
- Why am I not able to filter the Helpdesk In-depth Report based on group and agent name?
- How is the "Tickets Re-opened" metric calculated if a ticket is reopened multiple times?
- Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?
- How are FCR%, First Response SLA%, and Average First response time metrics calculated for Agent Performance Report?
FSM guides for helpdesk and field agents
Email notifications
- How to set up agent reply template in Freshdesk?
- How to notify customers when agent adds public note?
- Stopping Email Notification for Merged Tickets
- How to stop the ticket closure notification for a specific ticket?
- How to set up email notifications and reminders for SLA violation?
- How to notify the customer when a ticket is closed or resolved?
- How to setup automatic email response to customers for new tickets?
- I am not getting notified when I am assigned on a ticket. Please help.
- Is there any way to see the automated responses the customer receives for a ticket ?
Helpdesk Rebranding
- How to communicate with a third party from a Freshdesk ticket without involving the customer?
- How do I change the Helpdesk name in the left corner on the Agent portal?
- How do I rebrand the Agent side of the portal and change its colors?
- How do I remove the Forums tab from the portal entirely?
- Customers are not able to open the ticket URL in the response. How can I rectify this?
- How to cancel my Freshdesk Account?
Customer Satisfaction Surveys
- Why the customer satisfaction surveys are not being sent?
- How do I have an NPS score using Freshdesk surveys?
- How to create a new Customer Satisfaction Survey?
- Is it possible to send a satisfaction survey for tickets that came through Facebook?
- Is it possible to send CSAT survey in different languages for different customers?
- My customer is not receiving the survey email in the correct language. How to fix this?
- The CSAT survey emails are not being translated. What am I missing?
Other Products
- I need a call answering system.
- Want to be a partner of Freshdesk
- Can I manage assets in freshdesk?
- Is there a demo video of Freshdesk?
- I need information on Freshmarketer
- We would like to add Freshping to our service.
- Looking for documentation or manuals on setting up Freshdesk
- What happens when I delete a product?
- How can I mark a discussion as closed or resolved in Freshconnect?
- How to view call time and other metrics in Freshcaller?
- What is Freshworks Switcher ?
- How do I enroll my agents in the Freshdesk Academy?
Complete guide to the Freshdesk Android app
- Support for deeplinks in the Freshdesk Android app
- FAQs about the Freshdesk Android app
- Sharing Freshdesk tickets with other apps on Android
- Fingerprint, face recognition, biometrics for Freshdesk mobile app
- Viewing and Editing Contacts using the Freshdesk Android app
- Voice search in the Freshdesk Android app
- Time tracking for support tickets via the Freshdesk mobile app
Freshdesk-Freshservice integration
- Do Freshdesk or Freshservice teams need an additional license to access this integration?
- Will agents be notified via email for any ticket updates or responses on Freshdesk or Freshservice?
- Are error logs available for Freshdesk-Freshservice integration?
- Will Freshdesk admins be able to draw analytics for tickets raised on Freshservice?
- Will any internal team on Freshservice be able to contact or respond to the customer?
- Can a ticket be raised from Freshservice to Freshdesk?
- Will agents on Freshdesk be notified in-product when an internal team updates their status?
- Will the Freshservice agent be able to raise a Freshdesk ticket?
- Is this integration available on the Freshdesk and Freshservice mobile apps?
- Will attachments be available on Freshdesk tickets, Freshservice incidents, and service requests?
- Will Freshservice agents be able to change the status of the Freshdesk ticket?
- Will this integration work if the Freshdesk & Freshservice accounts are located in different data centers?
Self Service Portal
- How do I change "Solutions" to "Knowledge base" on the customer portal?
- How do I hide the login button from the Customer portal?
- Can I change the default landing page on the customer portal?
- How to create a new support ticket to Freshdesk Support?
- Why is it best to not overwrite the default style in Freshdesk?
- What do I need to do to have different side bars in my support portal?
- How do I customise my profile page?
- Is there a liquid object available that would tell the url of any of the pages at the customer portal?
- Can I have colour coding in tickets view based on the priority of the ticket?
- How can I display the first name of the customer in the forum details page?
- How do I create a ticket on behalf of a customer?
- How do I create a ticket for my own reference?
- What is the difference between Agents and Collaborators?
- What is the difference between Freshworks URL and Freshdesk URL?
Create Automation Rules
Dashboard
Define SLA Policies and Business Hours
Manage Agents and Teams
Integration with Freshworks products
Working with Custom Reports
- Adding a widget to another report
- Applying a different date range dimension for a metric
- Text widgets and widget styling in custom reports
- Build your own widgets from scratch in Analytics
- Creating a custom report for your knowledge base
- What's changed with the all-new report builder?
- Creating a report based on tags
Google Apps and Freshdesk
Improve Agent Efficiency
SSL & Security
- Enabling TLS 1.2 in Internet Explorer
- TLS 1.0 Support Deprecation
- Signing DPA, NDA, and data compliance with Freshdesk:
- Why is the Feedback Form not loading on my website after I added an SSL certificate?
- Third-party data sharing in Freshdesk
- How do I export user data in Freshdesk?
- How do I delete user data in Freshdesk?
- How do I consent for data share and privacy policy?
- How to delete old tickets in a given period of time?
Analytics
- How to export ticket activities from Freshdesk Analytics?
- Will I be able to schedule report widgets?
- Can the data in reports/widgets be made realtime?
- Can I configure widgets with the time period greater than the corresponding report time frame?
- Can the Reports in Analytics be shared with others in the helpdesk?
- How many custom reports can I create at the maximum?
- How many widgets can I add to a custom report?
- Why am I not able to save the filters that I apply to curated reports?
- How to view and edit mode in Analytics?
- How do I clone a curated report?
- Analytics features across various plans
- I need to schedule data exports
- How do I find out how much time a ticket spent on each status?
- How can I measure resolution time for a ticket excluding the time spent on waiting for the customer?
Automatic Ticket Distribution
- Is it possible to automatically assign tickets based on agent workload?
- Is there a way to prevent automatic ticket assignment when an agent replies to an unassigned ticket?
- Is there a report on the total time that an agent has been available for ticket assignment?
- How do I enable Round Robin Ticket Assignment in my account?
Phone channel (Legacy)
Community & Forums
- Is it possible to change the Forum tab name with a different text?
- How to disable forum moderation emails?
- Is there a way to block people from creating Forum topics?
- How can I remove forum posts and stop customers from posting them again?
- Who will receive the approval email for forums?
- How do we approve forums in Freshdesk before they are published on the portal?
- How to disable Forums?
- I am unable to convert a ticket to a forum topic.
- What changes happens at the customer end when we lock a topic?
- Can you post anonymously in forums?
- I want to prevent a customer from starting a forum topic
Manage your Outbound Emails
Introduction to Apps
Integrations
- How to integrate Freshdesk with my Shopify store?
- How can I avoid the entire HTML code that comes out when the comment section is included in the message sent to Slack?
- Why aren't messages being pushed to Slack?
- Can I use dynamic variables when setting up user-defined Slack messages?
- Why is only part of the conversation in Slack being converted into a ticket in Freshdesk?
- Why am I unable to execute Slash Commands?
- I typed my auth token incorrectly while calling “/fd_ticket” - what can I do?
- Why am I getting a failure message at the time of ticket creation, and being asked to contact support@freshdesk.com?
- Do we have any limit to the number of Public and Private channels?
- Where is the Mailchimp widget located please?
- I do not have the e-commerce option even though I am in the Estate plan. Please help me with this!
- How do I integrate Xero with Freshdesk?
- What is SugarCRM? How do I integrate with my SugarCRM account?
- How can I integrate Zoho CRM with Freshdesk?
- I want to know what the customers are viewing in the website?
- Is it possible to hide certain ticket fields to certain agents?
- Can I create mailing lists when writing emails?
- What is the basic Freshdesk - Freshcaller Integration?
- What is the advanced Freshdesk - Freshcaller Integration
PCI-DSS Compliance
- How does the PCI-DSS encryption work in Freshdesk?
- How to enable the PCI field?
- Is the PCI field a default field or custom field?
- How can admins restrict or provide access to agents for PCI-DSS?
- Who enters the data in the PCI field?
- Who can view the contents of the PCI field?
- Which product lines in the Support BU are PCI Compliant?
- Are standalone Freshchat and standalone Freshcaller PCI compliant?
- Does the PCI field follow the Primary Account Number (PAN) format?
- Can you export all sensitive data from Freshdesk (Vault)?
- How is HIPAA compliant encrypted field different from PCI field?
- Can we store Social Security Number (SSN) in the PCI field?
- Will the last 4-digits of the PCI field be visible for all agents?
- What is the validity of our Freshdesk’s PCI compliance certification?
- Is Freshdesk Level 1 PCI Compliant? What do these levels mean?
- Will PCI compliance certification mean that there will be no breaches of data or cardholder information would not be at risk?
- Is our PCI compliance better than Zendesk?
- What is inadvertent exposure?
Admin Settings
- As an agent, how can I update the email address for my profile ?
- How can I allow customers to access Solution articles without signing in ?
- Unable to allocate a day pass
- How do I edit ticket fields?
- As an admin, can I get a notification if an agent is deleted ?
- How do I remove the Freshdesk branding?
- Does the order of the SLA policies matter?
- How to edit a canned response?
- How can I avoid spam tickets created from portal?
- How to create a new portal?
- Agent is locked due to multiple incorrect logins
- What is Audit log?
- What are the cases in which the SLA would not run on tickets?
- I would like to change the Freshworks profile email
- I need to find how to change a survey response
- Is there also limit for adding Occasional agents?
Deploying your Chatbots on your support channels
Accounts - Plans & Billing
- What would be the best way to have our customers view reports based on Response and Resolution SLAs for their tickets?
- How to cancel or delete account in Freshdesk?
- How does the spam watcher in Freshdesk work?
- How do I change the details of the primary contact?
- Best practices to delete agents in Freshdesk.
- How do I transfer account admin access in Freshdesk?
- How can I find out the number of day passes used by an occasional agent?
- Why did my account get suspended?
- How do I activate my Freshdesk Account?
- Why am I receiving an email saying "Payment is Declined"?
- How to change the name to whom the invoice is addressed to?
- Can day passes be added automatically?
- Why is my account suspended?
- What are prorated charges?
- I'm looking for the reseller of your product
- Is it possible to have an account with one user?
- On which package is the Facebook integration available?
- What is the difference between the old Sprout and new Sprout plans?
- Is it possible to have agents with different plans?
- Why am I not able to see Apps in the Sprout plan?
Connect Your Facebook Channel
Social
- Why aren't replies to direct messages from Facebook reflected in Freshdesk?
- Is it possible to convert only those posts from Facebook which have certain hashtags?
- Why are replies sent via an agent's mailbox not being added in Facebook?
- Why are Agent signatures not present while replying to Social tickets even though they have been configured?
- Is it possible to differentiate between Direct Messages and Posts from Facebook?
- I need to add more than one social media accounts on Freshdesk
- I can't add my facebook to Freshdesk, it says it is still paired to a deleted account.
- Why am I not able to send replies to Facebook DMs from Freshdesk?
Mobile & Apps
- How can I apply ticket filters on the mobile app?
- 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?
- How can I manage notifications through mobile apps?
- What are the languages supported by the Freshdesk mobile app?
Getting Started with Freshdesk Analytics
- New Charts Supported in Freshdesk Analytics
- An overview of Omnichannel analytics
- Chart and report templates in Freshdesk Analytics
- Exporting your ticket data in Freshdesk Analytics
- Analytics usage limits in Freshdesk
- Analytics features for each plan
- Cookies and Browser settings for Analytics
- Analytics Home Page in Freshdesk
- Folders for organizing custom reports in Analytics
- Interactive Filters as Widgets
- Export ticket activities from your helpdesk
- Saving reports in Analytics
- Applying three-level drill down in Freshdesk Analytics
- An overview of curated reports in Freshdesk Omnichannel
- How to share reports in Freshdesk Analytics
- Create custom metrics in Freshdesk Analytics
- Creating Custom Attributes in Analytics
- Hiding agent-based Analytics (only for German customers)
Collaborate on Tickets
Advanced Ticketing features
- What would be the source of a child ticket?
- How to add multiple child tickets to a parent ticket?
- How to create templates for child tickets?
- How many child tickets can be added to a parent ticket?
- How to create a parent ticket ?
- What happens when you delete a parent ticket?
- Will status update to parent ticket modify child ticket's status?
- What happens when you mark a parent ticket as spam?
- Can we filter out tickets based on parent and child tickets?
- Can we filter out child tickets based on parent ticket?
- Sample scenario for Shared Ownership?
- How to set up Shared Ownership?
- How to setup Shared Ownership for existing tickets?
- Where/How do you link tickets ?
- How can I assign large number of groups and agents for Shared Ownership?
- Is the Linked tickets tracker same as that of the time tracker ? Are they related ?
- Does the Linked Ticket Actions appear in the activities tab?
- Can I filter tickets according to a specific tracker ?
- How do i know which is the tracker ticket ?
- Can we delete a tracker ? Even if there are tickets related to it ?
- How many number of tickets can be linked to a tracker ?
- What is the use of the Broadcast button?
- Is it possible to link multiple tickets at once?
- Can a linked ticket also be a child/parent ticket ?
- Is it possible to link tickets using automations ?
- What are the mandatory fields while creating a new tracker?
- Is there a way to disable the 'link to a tracker' option for specific groups/agents?
- Can an agent link a ticket to any tracker?
- How to view all the related tickets to a specific tracker?
- How do I view all related tickets?
Real time dashboards and reporting
Configure Email Channel
Keeping sales and support in sync
Create Canned Responses and Forms
Arcade & Gamification
Build Custom Objects
Help on Login & SSO
- Why am I getting the 'Invalid Time Stamp' error when I try to login using an SSO?
- I get the 'Unable to allocate day pass' error while logging in. How do I resolve this?
- 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 a 'Login unsuccessful' error on the AD SSO?
- Why are the names under my agents' profiles automatically changed every time they log in?
- Why am I getting ‘You’re not allowed to access this page’ error?
- Why are my agents logged back in to the portal automatically after they log out?
- What is the Remote Login URL?
- Why are my agents not able to login through AD SSO?
- Why am I getting the error 'Portal is not available at your location' while trying to access a Freshdesk page?
- Where is your data servers located?
- How can I bypass SSO login when I have it enabled?
- SSO error: Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response
- SSO is not working and getting the message 'Session expired. Please login again'
- There is a not secure message when accessing the system from Chrome
- When will the data be deleted once I cancel my account?
- How to sign up for a Freshdesk Account
Configure Web Chat Widget
Get Started with Knowledge Base
API & Webhooks
- What are the rate limits for the API calls to Freshdesk?
- How can I prevent a webhook from being dropped?
- How to handle and prevent webhook drops in Freshdesk?
- Why have I received an email saying 'Please recheck the webhook settings in your account'?
- What webhooks will contribute to my rate limit?
- How do I apply filters and view a list of tickets using API?
- Can I use my vanity URL or CNAME to make an API call?
- Status codes and its reasons
- How to edit the subject line of the tickets based on certain conditions or specific keyword in the subject?
- Is there an API to list all the tickets and schedule it for a particular time?
- How can I view the Ticket Properties of a ticket using API?
- Where do I find the documentation for API?
- Can I add a customer satisfaction survey for a ticket using API?
- How to create a contact using API?
- How to create a ticket with dependent field using API?
- How to remove quoted text via API?
- How do I get a list of agent ID's?
- List all tickets with conversations using API
- Do we have API and integration capabilities in the free Sprout plan?
Launch Customer Satisfaction Surveys
Agent Guide
- Working with the Ticket List page
- Setting up your support email in Gmail - video guide
- Customising Ticket Forms
- Navigation and Dashboard
- Working with the Ticket Details page
- Setting up the help widget
- Setting up the Feedback Widget
- Reordering Automation Rules
- Setting up your Sandbox
- Setting up an Email Outreach (Proactive Support)
- Setting up Scenarios
- Working with Contacts & Companies
- Using Canned Forms
- Sorting Ticket Conversations
- Automation - Rules that run on ticket creation
- Automation - Rules that run on hourly triggers
- Automation - Rules that run on ticket updates
- What has changed in Freshdesk Automations
- Thank you detector (powered by Freddy)
- Creating a knowledge base article with Freshdesk
- Managing your knowledge base with Freshdesk
- Setting up a multilingual knowledge base with Freshdesk
- Approval workflow in the Freshdesk knowledge base
Using community forums
Import and Manage Customer Data
Business Hours & SLAs
- How do I change my Agent Profile's TimeZone?
- Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
- Is it possible to display the clock in the 24-hour time format?
- How do I change the Helpdesk's TimeZone?
- Will the reopening of a Resolved ticket count against Average Resolution time?
- Is a private note counted as a response under SLA policies?
- How to set holidays and change calendar holidays to working day?
- How to configure business hours?
- How to escalate SLA violation to another group or third party who is not an agent?
- How to send escalation emails to unresponsive agents?
Managing your Knowledge Base
Complete Guide to the Freshdesk iPad app
Getting started with Chatbots
- Connect your chatbot with your favorite apps through APIs
- Triggering specific actions in a chatbot conversation
- Viewing conversation history in the Freddy Self-service chatbot builder
- Conditional flows in the chatbot builder
- Quick actions in chatbot builder
- Gather multiple inputs in one go in a chatbot conversation
- Configuring Intent detection on Freddy Self-service
- Performing a data export from Freddy Self-service