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Knowledge base Submit a ticket
  • Swedish
  • English
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
Uncategorized
  • Sign into
Troubleshooting Email AI Agent issues
  • Troubleshooting Issues with Email AI Agent

Last updated: 2021-06-25

Source: https://support.freshdesk.com/support/solutions/articles/236171-how-to-edit-a-canned-response-

An agent can edit the canned responses created by oneself under Admin > Agent Productivity > Canned responses.

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