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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

Hiding a tab from the navigation bar

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

Submitting a ticket via the portal

Policies

Freshdesk cookie statement
Freshworks - Terms of Service (ToS) Update - May 2020
Freshworks - Privacy Policy Update - June 2020

Enable Automatic Ticket Routing

Prioritize Ticket Queus
Configure Queues in Omniroute

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

Multilingual bots for agent assistance
Viewing conversations in the Assist bot's builder
Quick actions in the Assist bot
What are Custom Parameters for Freddy Assist

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

Create a new child ticket automatically using a webhook

Freddy AI Insights

FAQs on Freddy AI Insights for Freshdesk

Manage Agent Roles and Permissions

Assuming agent/customer identities
Shared agents on Freshsales and Freshdesk
Modifying and deleting agent profiles

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

How to Contact Freshdesk Support via Chat
Upgrade to Freshdesk Omni 2025
Support Channels in Freshdesk
Integrate your chat and CRM accounts with Freshdesk

Configure Important Admin Actions

Creating multiple branded support portals in your Freshdesk Help Desk
Configure Freshworks Access

Advanced configuration in Chatbots

Making use of Named-Entity Recognition (NER) in the bot builder
Configuring Multipart form API in Bot Builder

Complete Guide to Freshdesk iPhone app

Universal links in the iOS app
Viewing and editing contacts on the iOS app
FAQs about the Freshdesk iOS app
Fingerprint face ID, biometrics for Freshdesk iOS app
Score card widget in Freshdesk iOS app

Explore Ticket Inbox

Viewing Ticket Activity History

Integrate WhatsApp Channel

How to transfer ownership of your WhatsApp Business Account
Manage WhatsApp Business Accounts (WABA) in Meta
Create and Use WhatsApp Message Templates in Freshdesk

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

Cycles
Assigning Variables

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

Map View of Service Tasks for FSM
Geotagging service locations

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

Examples for Automations using Webhooks
Automations and AI Agent behavior in Freshdesk Omni
Automation Rules Examples: Ticket Creation
Why are my automations not working?
Examples for Hourly Trigger Automations
Quick automations in Freshdesk Omni
Send a reply in Freshdesk Omni

Dashboard

Can I edit an announcement in Team Dashboards?
What are the different types of widgets in Team Dashboards
Is the Team Dashboard realtime?
Can I publish a dashboard to my customers?
Can the Dashboard in Freshdesk be customized?

Define SLA Policies and Business Hours

Omnichannel Business Hours (Classic Freshdesk Omnichannel)

Manage Agents and Teams

Omnichannel agent status
Centralized Omnichannel agent management (Classic Omnichannel)
Managing Shifts with Freshdesk
Scheduling Out of Office with Freshdesk
What are Omnichannel Groups? (Classic Freshdesk Omnichannel)

Integration with Freshworks products

Freshdesk - Freshmarketer Integration
How to integrate Freshsuccess with Freshdesk?
Model Context Protocol (MCP) integration in Freshdesk (EAP)

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

How to disable Gmail Gadget for All Users?
How to enable Google Apps SSO for Freshdesk
How to disable Gmail Gadgets for selected users?
The Google Drive app
How to get Google Hangouts notifications on your Freshdesk tickets?
The BigQuery app for Freshdesk

Improve Agent Efficiency

Pre-populating Freshdesk feedback widget form
Quick guide to using Suggest Solution option in your Help Desk
Annotate Images in Freshdesk
Using Tags in Freshdesk
Track helpdesk changes using Audit Log in Freshdesk

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)

Agent Availability Dashboard
Sharing Freshcaller Account between Omnichannel and Freshworks CRM
Freshdesk's phone channel | Convert support calls to tickets
Freshdesk's phone channel | Availability of agents

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

Email Delivery Failure Notification for 'Message not delivered' error
How do I troubleshoot ticket duplication issue in Freshdesk?
Gmail Basic Auth Deprecation and Migration to OAuth

Introduction to Apps

How to add signatures based on groups in Freshdesk using the Signature Management Plus app?
How to merge tickets using the Auto Ticket Merger app?
How to set up the reply "from" email using Email Configuration App?

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

Deploying your Freddy Self-service bots on Facebook Messenger
How to deploy the Freddy Self-service bots on Whatsapp
Setting up the Freddy Self-service bot for your mobile apps

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?

eBay

eBay as a support channel - FAQ
Buyer Contact Management, Merging and Privacy Protection

Connect Your Facebook Channel

Agent Experience on Facebook

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

Collaborate within Freshdesk ticket using Discussion Threads
Threads on Freshdesk mobile app
Threads on Private Notes - Private Threads in Freshdesk
Configure Automations on Threads in Freshdesk

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

Omnichannel Team Dashboards (Classic Freshdesk Omnichannel)

Configure Email Channel

Create an SPF record to ensure proper support email delivery
Adding multiple incoming and outgoing mailboxes in Freshdesk
Troubleshoot issues with setting up custom email server in Freshdesk

Keeping sales and support in sync

Integrate Freshsales Suite with Freshdesk
The Amazon Redshift App for Freshdesk
The Playvox App for Freshdesk

Create Canned Responses and Forms

Using Canned Forms to increase agent productivity

Arcade & Gamification

Why aren't my points updated on the Leaderboard yet, even though I've completed a quest?
Why are the points I previously earned by completing a quest no longer credited to me?

Build Custom Objects

Custom Objects - Ticket Creation automation
Custom Objects - Hourly Triggers automation
Custom Objects - Ticket updates automation
Custom Objects - Portals

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

Understand Threading Logic Behavior in Freshdesk
Configure Away Experience for Web Chat Topics

Get Started with Knowledge Base

Adding SEO elements to your kBase
Collaborate with your team to set up your Knowledge Base
Help your customers help themselves
Knowledge base content collaboration using Freshconnect
Knowledge base article template
Omnichannel Knowledge Base (Classic Freshdesk Omnichannel)

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

CSAT Agent Experience

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

Merging Forum Topics

Import and Manage Customer Data

Customer journey: find out which solution articles your customers opened before raising a ticket

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

How to work with article versions
Understanding the knowledge base dashboard

Complete Guide to the Freshdesk iPad app

Viewing and editing contacts on the iOS app in iPad

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

Miscellaneous articles

Check your Freshdesk signup date and Freshdesk Omni Version
List of features in Freshdesk from 2021
Upcoming changes to day-based SLAs in Business hours
Upgrade SLA and Contacts to the new Freshdesk Omni experience
Ticket details enhancements

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Troubleshooting Email AI Agent issues

Troubleshooting Issues with Email AI Agent

Last updated: 2017-08-31

Source: https://support.freshdesk.com/support/solutions/articles/228991-where-do-i-find-the-documentation-for-api-

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