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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
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

Last updated: 2023-05-26

Source: https://support.freshdesk.com/support/solutions/articles/225269-are-facebook-posts-real-time-

Yes, Facebook posts are real-time. If you have v2 of the Facebook integration enabled, direct messages will be real-time as well.

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