Getting started with Freshservice
- Freshservice Onboarding Flow
- List of Dynamic Placeholders
- Multi-language support for Freshservice
- Add Agents to Freshservice
- Freshservice System Requirements
- Customize your service desk to have your name & theme | Freshservice Rebranding
- Configuring self service in your support portal | Freshservice Service Desk
- Setting up a custom domain for your service desk | Freshservice Rebranding
- Configure custom SSL for your service desk | Freshservice Rebranding
- Requesting Changes
- Getting started with FreshThemes
- Portal layout basics
- What is Handlebars JS?
- Palettes and Hex Codes
- Defining Full-time Vs. Occasional Agents in your Service Desk | Freshservice Solutions
- Partials and Placeholders
- Setting up a Password policy in Freshservice
- Adding Custom Fields for Requesters in Freshservice
- Adding requesters into your service desk | Freshservice Solutions
- Bulk import requesters into your service desk | Freshservice Solutions
- Remote authentication of users using Active Directory | Freshservice
- Setting up Microsoft Azure AD Single Sign-on in Freshservice
- Finding the SHA-256 fingerprint from your Identity Provider (Azure, Okta and Onelogin)
- Configure Active Directory SSO With JSON Web Token
- Customizing the New Ticket form | Freshservice Field Templates
- Create multi-level or dependant ticket fields in your Service Desk | Freshservice
- Adding dependent fields in ticket form | Freshservice Field Templates
- Know the Field Types in your service desk | Freshservice Field Templates
- Adding custom ticket statuses in your service desk | Freshservice Field Templates
- Scheduling and posting announcements in Freshservice
Support Guide
- Viewing ticket information in your service desk | Freshservice Solutions
- Checking recent helpdesk activity in your service desk | Freshservice Solutions
- Create email templates for your service desk | Freshservice Canned Responses
- Modify ticket fields in your service desk | Freshservice Ticket Properties
- Knowing the ticket statuses in your service desk | Freshservice Ticket Properties
- Add existing solutions to ticket responses | Freshservice Incident Management
- Add time entries to tickets, problems, changes & releases | Freshservice Service Desk
- Service Desk Efficiency - Using keyboard shortcuts | Freshservice
- Adding Child Tickets to Incidents in Freshservice
- Using canned responses in tickets | Freshservice Ticket Management
- Set time/event based rules in your service desk | Freshservice Supervisor
- Complete a set of tasks in one click | Freshservice Scenario Automation
- Auto schedule reminders for routine IT operations | Freshservice Service Desk
- Execute a set of service desk tasks in one click | Freshservice Scenario Automation
- Supervisor rules configuration based on custom ticket status
- Freddy AI Copilot overview
- Generate reply suggestions for tickets
- Generate ticket summaries using Freddy AI
- Use Ticket Field Suggester to categorize tickets
- Identify similar tickets using Similar Ticket Suggester
- API actions library in Freshservice
- Freddy AI Insights for Freshservice
- Freshservice, AI, Freddy AI Insights, Freshworks
- Freshservice, AI, Freddy AI Insights, Freshworks
- Conversational Insights in Freshservice
- Increase Agent Productivity with Real-Time Custom Dashboards
- Freddy AI Insights: Frequently Asked Questions (FAQs)
- Improve Team Alignment with Team Dashboards
- Team Dashboard is now more inclusive
- Improve Team Performance with the Freshservice Leaderboard
Freshservice for Business Teams
- Freshservice for Business Teams (FSBT) – FAQs
- Introducing Freshservice for Business Teams
- Ticketing Essentials for Business Teams
- Modes of Ticket Creation
- Setting Up and Managing Your Knowledge Base
- Ticket Troubleshooting
- Using Analytics in Freshservice for Business Teams
- Journeys in Freshservice for Business Teams
- Document Management in Freshservice for Business Teams
- Get your finance function up and running on Freshservice
- Make workplace digital using Freshservice for Facilities
- Get Support: How to onboard HR Teams?
- Streamline legal service management with Freshservice
- Streamline Service Delivery for your Supply Chain/Operations Team with Freshservice
- Get Support: Business Agent add-on license
- What are the differences between IT agents and Business agents?
- Detailed list of features accessible to business agents
- How to convert an existing IT agent to a business agent or vice-versa?
- How can admins buy business agent licenses?
- About Freddy Copilot in Freshservice for Business Teams
Enterprise Service Management
- Building Onboarding Kits
- Adding Stakeholders to the Onboarding Module
- Creating Onboarding Tickets
- Bulk Employee Onboarding in Freshservice
- Get help with Employee Onboarding - Freshservice Support
- What is a workspace?
- What is a ticket type or prefix?
- Moving data between workspaces: guidelines and restrictions
- Workspace Views
- What is a primary workspace?
- Embed eSignatures in Documents
- Docusign for e-signatures in documents
- Document generation for employee requests
- Manage documents with the centralized list view
IT Asset Management- Classic
- Looking up CI information in your service desk | Freshservice CI Management
- Adding a new CI type to your service desk | Freshservice Configuration Items
- Calculate depreciation of IT Assets | Freshservice
- Adding a new CI to your service desk | Freshservice CI Management
- Service Desk Discovery Probe | Freshservice Asset Discovery
- Installing Freshservice Discovery Agent for Windows
- Importing Assets
- IT asset attributes discovered by Discovery Agent and Probe
- Discover and Manage IT Assets with Freshservice Discovery - Beginner's Guide
- Managing IT assets with Discovery Hub
- Installing Freshservice Discovery Agent in a Domain [using GPO]
- Freshservice Discovery Agent Overview
- How to install Freshservice Discovery Agent in a Workgroup
- Installing Freshservice Agent on Mac devices using the Remote Install tool
- Installing Discovery Probe in your system | Freshservice Asset Discovery
- How to integrate SCCM with your Freshservice account
- Discover hardware & software assets in your network | Freshservice Asset Discovery
- Manage scanned assets in your service desk | Freshservice Asset Discovery
- SNMP Device Discovery
- Freshservice Cloud Discovery - Azure Cloud
- Freshservice Cloud Management - AWS Integration
- Attach relationships to IT assets in your service desk | Freshservice Solutions
- Freshservice Cloud Discovery - VMware Vcenter
- Introduction to Freshservice Cloud Management
- Get started with Freshservice Cloud Management
- What are the different types of relationships in Freshservice?
- Visualize relationships with asset relationship maps
- Software License Management
- Managing Software using Software Asset Management
- Stay on top of Software and SaaS usage with the Analytics Module
IT Operations Management
- Automatically create alert-based incidents using Alert Rules
- Alert Management in Freshservice - An Overview
- Set up alert management in Freshservice
- Learn all about Automated Grouping in Freshservice
- Working with alerts in Freshservice Alert Management
- Integrate SolarWinds NPM with Freshservice Alert Management
- Integrate New Relic Synthetics with Freshservice Alert Management
- Integrate Pingdom with Freshservice Alert Management
- Introducing Orchestration Center
- Integrate New Relic APM with Freshservice Alert Management
- Integrate Site 24x7 with Freshservice Alert Management
- Setting up the Orchestration Server
- Workflow Execution Logs
- Orchestration FAQs
- How to Reset the Secret Key of an Orchestration Server
- Uninstalling the Orchestration Server
- MS AD/Powershell/OSR - FAQ/L2s
- Troubleshooting Guide for Orchestration Server Issues
- Learn how to use Freshservice On-Call Management
- Configuring phone numbers correctly
- All about Freshservice On-Call Management
- Create an on-call schedule
- Creating an on-call shift
- Define and monitor services using Service Health Monitoring
- Setting up Service Health Monitoring
- Deleting a service in Service Health Monitoring
- Exploring Potential Services in Service Health Monitoring
- Setting up the Status Page
- Preparing to work on a major incident
- Configuring health status of a service
Freshservice IT Asset Management
- Freshservice IT Asset Management Plans and AU Pricing
- Discovery Port Configurations
- Asset Management implementation
- What is Freshservice IT Asset Management
- Get started with Freshservice IT Asset Management
- Configure Discovery and Autodiscovery Jobs
- Install Signed Mac Agent
- Install Agent-Based Discovery
- Application Components
- Configure advanced routing
- Configure automation rules
- Configure custom fields
- Customize column views on list pages
Policies and Data Protection
- Reauthorization of custom mailbox
- Configuring custom SSO policies under Org
- Single Sign-On in Freshdesk
- Allow or block IP addresses in Freshdesk for secure access control
- Enable your WordPress users to login with SSO to Freshdesk
- Password policy for agents and customers
- Ticket Archiving
- Restrict your helpdesk to certain domains
- Allowlist NAT IPs
- Deprecation of TLS V1.1
- Spam and trash
- Freshworks - Terms of Service (ToS) Update - March 2019
- Freshworks privacy policy
- Freshdesk and HIPAA
- Freshworks - Terms of Service (ToS) Update - April 2020
- What is Freshworks Neo Admin Center?
- Organization Admins in Neo Admin Center
- How to Access Freshdesk with Freshworks Neo Admin Center
Project & Workload Management
- How to configure your project settings?
- Projects not loading? Here is how to fix the problem
- Support Glossary: Introduction to Project Management
- Getting started with Contextual Collaboration in Projects via Slack
- Configuring high-level project automation settings from the admin
- Introduction to Workload Management
- Work Calendar
- How is workload calculated?
- Managing assigned and unassigned work via the workload module
- How can you visualize workload?
Managed Service Provider
Platform
- Auto-assign tickets to service desk agents | Workflow Automator
- How to work with workflow automator? - Freshservice Support
- Setup application callbacks from your service desk | Freshservice Observer with Webhooks
- Setting Automations for Hierarchical Approvals in Freshservice
- Thank You Detector in Freshservice - Powered by Freddy
- Using Custom Objects in Workflows
- Importing and Exporting Custom Objects
- Lookups to Custom Objects
- Creating Custom Objects
- Introducing Freshworks Organization
- Migrating Freshservice SSO to Freshworks Organization
- Upgrading MSP Mode Accounts to Freshworks Organization
- Upgrading Multi-Account Configurations to Freshworks Organization
- Setting up SSO Policies in Freshworks Organization
- Getting Started with the Analytics Platform
- Generate Intuitive Reports Using Analytics Pro
- Stay on top of service desk metrics with Analytics Basic
- Scheduled Data Export
- Analytics Widgets Glossary
- Helpdesk at a Glance | Freshservice Service Desk Reports
- Customer at a glance | Freshservice Service Desk Reports
- The Enterprise Reporting Suite
- Helpdesk Performance Analysis | Freshservice Service Desk Report
- Asset Reports
- Introducing upgraded APIs - Freshservice Support
- Deprecating v1 APIs for Freshservice
- Centralized Credential Store
- How to View Freshservice Subscription Details
- How to Manage a Freshservice Subscription during Trial
- How to Activate a Freshservice Subscription
How to Setup Apps and Integrations
- Integrate your IT Helpdesk with Freshbooks Invoicing Tool | Freshservice Integrations
- Integrate your IT Helpdesk with JIRA bug tracking tool | Freshservice Integrations
- Understanding Connector App Tasks in Freshservice
- Freshservice integration with DocuSign
- Slack Integration in Freshservice
- Freshservice Integration with ServiceNow Connector
- Connector Apps in Freshservice/Freshservice for Business Teams - Overview
- Freshservice integration with ServiceDesk Plus
- Freshservice integration with Smartsheet
Security and Policies
- Whitelist trusted IPs & restrict user access to service desk | Freshservice
- Freshservice to discontinue support of SSLv3, switch to TLS
- Accessing Freshservice with Freshworks Account
- EUC data centre migration: Here's what you should do
- Access Freshservice With Freshworks Organization Account
- Restrict your helpdesk to certain domains
- Enabling TLS 1.2 in Internet Explorer
- Freshworks - Terms of Service (ToS) Update - May 2020
- TLS 1.2 Strong Cipher Suites Compatibility
- TLS 1.1 Support Deprecation
- Necessary configuration changes to ensure uninterrupted portal access.
- Terms of Service Update
- GDPR and Freshservice
- Freshworks Privacy Policy Update - June 2020
- Freshservice Cookies
- EU Standard Contractual Clauses is added to the Freshworks Data Processing Addendum
- Freshworks commitment towards HIPAA Compliance
- Allowlist Freshworks domains and IPs for Freshservice/Freshservice for Business Teams mail server users (US)
- Step-by-step guide to add SPF and DKIM email authentication in Freshservice/Freshservice for Business Teams
- Adding a DMARC policy after setting up SPF and DKIM in Freshservice
- Allowlist Freshworks domains and IPs for Freshservice mail server users (EU)
- Allowlist Freshworks domains and IPs for Freshservice/Freshservice for Business Teams mail server users (India)
- Freddy AI Insights | Freddy AI Trust: Frequently Asked Questions (FAQs)
Orchestration + SaaS Management Apps
- Installation Guide for AWS Cloud Formation
- Sample Use Case- Provision a LAMP tech stack
- Discontinuation of AWS Orchestration App
- Sample Use Case for Amazon EC2 Orchestration App- Request for AWS EC2 Instance
- Installation Guide for Amazon EC2 Orchestration App
- Sample Use-case: How to invoke a Lambda function from the Workflow Automator
- Installation Guide for AWS Lambda Orchestration App
- Integrating with Azure
- Installation Guide for Azure Active Directory App (Orchestration + SaaS)
- Sample Use case for Azure AD Orchestration App- Employee Onboarding
- Sample Use Case for Box Orchestration App- Employee Referral
- Sample Use Case for Azure AD Orchestration App- M365 License Assignment during Onboarding
- Installation Guide for Box App (Orchestration + SaaS)
- Integrating with Dropbox
- Installation Guide for GSuite App (Orchestration + SaaS)
- Sample Use Case for Gsuite Orchestration App- Employee Onboarding
- Sample Use Case- Automate Requests to Organizations and Repositories
- Installation Guide for Google Calendar Orchestration App
- Installation Guide for GitHub Orchestration App
- Sample Use Case- Create Event with Change Creation
- Sample Use Case- Configuring Google Hangout Chat Notification for High Priority Incidents
- Sample Use Case for Google Cloud Platform- Auto Remediation for GCP Instance
- Installation guide for Google Chat Orchestration App
- Installation Guide for Google Cloud Platform Orchestration App
- Installation Guide for Google Drive Orchestration App
- Sample Use Case for Google Drive Orchestration App- Employee Referral
- Sample Use Case for Google Sheets Orchestration App- Employee Referral
- Installation Guide for Google Sheets Orchestration App
- Installation Guide for Jenkins Orchestration App
- Sample Use Case for Triggering a Jenkins job as part of the Release Management process
Contact Support
Freshservice Mobile
- How to integrate Freshservice Support SDK on iOS
- How to configure custom JWT endpoint for Freshservice Support SDK authentication
- Intune App Policy
- How to integrate Freshservice Support SDK on Android
- Introducing the Freshservice Support SDK
- Notify Agents on Critical Incidents with Freshservice Mobile App DND Alerts Override
- AppConfig for Freshservice mobile apps