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
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