Freshworks Partner

Complete guide to the Freshdesk Android app 13

• Logging in and logging out of the Android app
• Creating new tickets and accessing the ticket list
• Searching across your Freshdesk account & common actions
• The Hamburger Menu and Navigation Toolbar
• The Ticket Guide - Reply to, Attach Files, and modify Ticket Properties

View all 13

Complete Guide to Freshdesk iPhone app 10

• Logging in and out of the iOS app
• 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

View all 10

Complete Guide to the Freshdesk iPad app 6

• 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

View all 6

General features for both iOS and Android 2

• Notification schedule for iOS & Android
• How to use Freshdesk Analytics in the mobile app

Omniroute™ 0

Proactive Support 2

• Proactive Outreach for Shopify
• Proactive Support - Email Outreach

Sandbox 2

• Setting up your Sandbox
• Sandbox vs Production

Audit Log 1

• Track changes using Audit Log

Canned Forms 1

• Using Canned Forms to increase agent productivity

SLA Policy Setup 6

• Understanding SLA Policies
• Configuring multiple SLA Policies
• Setting SLA targets for every response
• Setting up SLA reminders and escalations
• What are business hours and calendar hours?

View all 6

Multi-product Support and Multiple Mailboxes 2

• Adding multiple email addresses to Freshdesk
• Supporting multiple products with Freshdesk

Customer Satisfaction Surveys 3

• Setting up customer satisfaction surveys
• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys

Ticket templates 1

• Creating and using ticket templates

Restricting agent access 8

• Controlling agent access with roles
• Creating a custom role
• Ticket Scope vs. Agent Role - what’s the difference?
• Modifying and deleting agent profiles
• Assuming identities

View all 8

Using customer meta information 1

• Pre-populating feedback widget form

Linked Tickets 3

• Setting up Linked Tickets
• Creating and Linking a Tracker
• Automate linked ticketing workflows

Parent Child Ticketing 6

• Setting up Parent Child Ticketing
• Creating child tickets on-the-go
• Creating child tickets using templates
• Parent Child Ticketing Views, Filters and Ticket Scope
• Automate parent-child ticketing workflows

View all 6

Shared Ownership 5

• Enabling Shared Ownership
• Setting up Shared Ownership of Tickets
• Using Bulk Actions and Scenarios
• Shared Ownership and Ticket Views
• Circumventing automations rules that remove Shared Ownership

Freshdesk Arcade 7

• Improving agent productivity using Freshdesk Arcade
• Setting up Freshdesk Arcade
• Levels and Accomplishments
• Understanding and Creating a new Quest
• Creating a New Quest

View all 7

Freshdesk Omnichannel 14

• What is Freshdesk Omnichannel
• Centralized Omnichannel agent management
• Omnichannel Availability dashboard
• How to use the Omnichannel dashboard
• An overview of Omnichannel analytics

View all 14

Managing Agent Schedules 2

• Setting up Agent Shifts in Freshdesk
• Scheduling Out of Office for agents

Collaborators 4

• Introduction to Collaborators
• What are the different Collaborator roles and privileges?
• How to set up Collaborators?
• How to measure the performance of Collaborators?

Average Handling Time 2

• Understanding Average Handling Time
• Configuring Average Handling Time

Custom Objects 9

• Overview of Custom Objects in Freshdesk
• Adding Custom Object records in Freshdesk
• Understanding associations in custom objects
• Managing custom object records
• Custom Objects Reporting and Analytics in Freshdesk

View all 9

Automations 12

• What's changed in Automations
• When and how to use the triggers for Automations
• Setting up automation rules to run on Ticket Creation
• Setting up automation rules to run on 'Time Triggers'
• Setting up automation rules to run on Ticket Updates

View all 12

Canned Responses and Placeholders 5

• Creating common reply templates with Canned Responses
• Exporting & Importing Canned Responses
• Understanding dynamic content and placeholders
• Why some placeholders are unavailable in the Placeholders popup
• Deeper insights into Canned Responses usage

Automatic Ticket Assignment 5

• Understanding automatic ticket assignment
• Ticket assignments with Freshdesk Omniroute™
• Setting up Round-robin ticket assignment
• Setting up Load-balanced ticket assignment
• Setting up Skill-based ticket assignment

Suggest Solutions 1

• Using Suggested Solutions

Custom agent status 3

• How to set up custom agent status - Freshdesk Omnichannel
• Understanding agent availability with Agent Activity reports
• Custom agent status - Freshdesk Support Desk

Getting Started with Freshdesk Analytics 14

• Introduction to Analytics
• Support metrics in Freshdesk Analytics
• Filtering reports in Analytics
• Scheduling and subscribing to reports in Analytics
• Exporting your data in Analytics

View all 14

Exploring Curated Reports 21

• Overview of Curated Reports
• Ticket Volume Trends Report
• Helpdesk Ticket Volume Report
• Helpdesk Performance Report
• Average first response time in Analytics (Helpdesk Performance)

View all 21

Working with Custom Reports 11

• Custom Reporting – Basics
• Applying filters at a widget level in Analytics
• Applying report filters in custom reports
• Setting up multiple metrics inside a widget
• Adding group by as a filter in Analytics

View all 11

Working with Legacy Reports in Freshdesk 30

• Reporting features for each plan
• Helpdesk In-depth report - Overview
• Created tickets (Helpdesk In-depth)
• Resolved tickets (Helpdesk In-depth)
• Unresolved tickets (Helpdesk In-depth)

View all 30

Real time dashboards and reporting 1

• Team Dashboards - Setup and Functionality

Understanding the Dashboard 1

• Checking recent helpdesk activity

Viewing tickets 6

• Working with the Ticket List View
• Monitoring important tickets by becoming a Watcher
• Merging two or more tickets together
• Customized Table View
• Sorting ticket conversations with Freshdesk

View all 6

Scenarios 2

• Creating Scenarios
• Using and verifying a scenario

Ticket properties and actions 8

• Managing Ticket Properties
• Driving additional context with Requester Info
• Understanding Ticket Statuses
• Using To-Do Lists
• Viewing Ticket Activity History

View all 8

Responding to a ticket 11

• Replying to a ticket
• Forwarding tickets to a third party
• Providing public ticket links for easy access
• Personal Canned Responses for Agents
• Using Canned Responses in ticket replies

View all 11

Sharing work in progress on a ticket 3

• Private notes for internal sharing
• Non-invasive updates with public notes
• Providing public ticket links for easy access

Prevention of multiple and/or uninformed replies 2

• Agent collision detection
• Traffic cop and auto refresh

Team Huddle 1

• Using Team Huddle

Time-tracking on a ticket 2

• Keeping track of time spent
• Using average handling time for time tracking

Freshconnect Integration 3

• Using the Freshdesk + Freshconnect integration
• The Freshdesk + Freshconnect integration FAQ
• Freshdesk + Freshconnect - Migration FAQ

Introduction to FreshThemes 5

• Getting Started with FreshThemes
• Palettes and Hex Codes
• Custom Style Magic
• Complete Layout Customization
• Previewing your theme without publishing

Introduction to Liquid 8

• What is Liquid?
• Liquid Markups
• Dynamic Placeholders
• Using Filters
• Conditional Statements

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Dynamic Placeholders 7

• Generic Portal Information
• Multilingual Portal
• Managing User Access
• Access to Forums
• Access to Solutions

View all 7

Understanding Portal Layouts 2

• Portal Layout Basics
• Page-level customizations

Publishing and Reusing FreshThemes 2

• How to Publish your FreshTheme to the Themes Gallery?
• How to use a ready-made FreshTheme

FreshThemes Tweaks 4

• Hiding a tab from the navigation bar
• Adding a new tab to the navigation bar
• Adding a “My Topics” section to your community forums
• Adding a print option next to your kbase articles

Introduction to Apps 7

• Introduction to Apps
• What is a Custom App?
• 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 set up the reply "from" email using Email Configuration App?

View all 7

Google Apps and Freshdesk 10

• How to enable Single sign on for Google Apps Premier Edition?
• The Google Contacts App
• The Google Analytics app
• The Google Calendar app
• The Google Hangouts App: Part 2 - For Customers

View all 10

Integrating live-chat from your website and apps 0

Keeping engineering and support on track 3

• The JIRA plus app
• The Pivotal Tracker app
• The JIRA app - Creating a custom field

Keeping sales and support in sync 9

• The Nimble CRM app
• The Zoho CRM app
• The Dynamics CRM app
• The Infusionsoft app
• The FullContact app for Freshdesk

View all 9

Auto-invoicing customers for time spent 3

• The Harvest app
• The QuickBooks App
• The Xero App

Remote assistance and screen sharing 1

• The LogMeIn Rescue app

Email Marketing Apps 1

• The MailChimp app

Cloud storage and document sharing apps 3

• The Dropbox app
• The Box app
• The OneDrive app

Integrating WordPress and Freshdesk 1

• Converting WordPress comments to Freshdesk tickets

Customer Feedback and Satisfaction survey apps 1

• The SurveyMonkey app

Screencast apps 1

• The ilos Videos app

Telephony Service apps 6

• Computer Telephony Integration Framework
• Freshdesk Telephony Partner Extension with Five9
• Freshdesk Telephony Partner Extension with Genesys
• Freshdesk Telephony Partner Extension with Aircall
• Freshdesk Telephony Partner Extension with Amazon Connect

View all 6

Automate tasks between Freshdesk and other apps 1

• Using Zapier to integrate Freshdesk with other apps

eCommerce apps 3

• The Shopify app
• The SEOshop app
• The Bigcommerce app

eBay 7

• How are eBay Tickets created and How can you Respond
• How can you manage Ticket Properties and Automations
• How can you Tag and Manage Ticket Tags for eBay tickets
• How can you Respond to an eBay Ticket
• How can you use Freshdesk Integrations with eBay Tickets

View all 7

Team Collaboration Apps 4

• The Slack app
• The Office 365 App
• The Microsoft Teams App
• Simplifying collaboration using the latest Slack app

Reports and Analytics 2

• The Woopra App
• GoodData and Freshdesk integration

Social Media Management apps 1

• The Hootsuite App

The Magento App 2

• The Magento app: Part 1 - Manage Magento customer requests using Freshdesk
• The Magento app: Part 2 - Access Magento Details in Freshdesk

Integrating Freshdesk with Freshservice 3

• Introduction to Freshdesk-Freshservice integration
• Setting up the Freshdesk-Freshservice integration (Admins)
• Syncing ticket field and properties between Freshdesk and Freshservice

Integrating with Whatsapp Business 4

• Important Update: WhatsApp Business Integration with Freshdesk
• WhatsApp for Business Integration
• New WhatsApp pricing from February 1, 2022
• Tracking WhatsApp usage metrics from your Freshdesk account

Integrating Freshdesk and Salesforce 4

• The Salesforce app: Part 1 - Access Contact Details, & Create Tickets
• The Salesforce app: Part 2 - Sync Tickets Details from Freshdesk
• The Salesforce Plus App
• Salesforce Plus - Lightning App

Integrating Freshdesk and SugarCRM 2

• The SugarCRM App for Freshdesk
• The Freshdesk app for SugarCRM

Integration with Freshmarketer 1

• How to Integrate Freshmarketer’s Session Replay with Freshdesk?

Integration with Freshsuccess 1

• How to integrate Freshsuccess with Freshdesk?

Integrating Freshdesk with PagerDuty 1

• Integrating your Freshdesk account with PagerDuty

Self Service Portal 36

• What is Freshdesk?
• How do I create a new Freshdesk Account?
• Can I use a vanity URL (custom domain) for my customer portal ?
• How do I allow my customers to submit tickets from the portal?
• How to auto-suggest solution articles when a customer creates a ticket on our portal?

View all 36

Contacts & Companies 37

• How is a contact created in Freshdesk ?
• How many customers can I add to my account?
• How many companies can be associated with a contact
• What is the difference between Customers and Requesters?
• Why do I get the error 'User is already taken' when I try to save an email address?

View all 37

Groups & Agents 25

• How to change an agent's email address?
• How to use email signatures in Freshdesk?
• How to send replies with the Agent Name in the From field of the email?
• How do I edit an agent's role?
• How do I set a password for an agent?

View all 25

Helpdesk Rebranding 13

• 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?
• How do I save the filters I apply under the Tickets tab?
• How do I change my main portal's language?
• Why is a different language being displayed when I log in to the portal?

View all 13

Login & SSO 24

• How can I login to my account?
• Can't login
• How does SSO in Freshdesk work?
• How to reset my password?
• Where do I configure Single Sign On within Freshdesk?

View all 24

SSL & Security 12

• Data storage and data security in 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?
• How do I request a new SSL certificate?
• Can we use a wildcard SSL certificate with Freshdesk?

View all 12

Emails 52

• How to setup the forwarding rule for the support email address?
• How to setup a new support email?
• How to activate or verify a support e-mail address?
• How to receive support verification email?
• What to do in case of ‘Activation code invalid’ error?

View all 52

Feedback Widget 14

• How to enable the feedback widget in our website?
• I have copy pasted the feedback form code but still I am unable to view the feedback widget in my website. What could be the issue?
• Can I change the position of the feedback widget in Freshdesk?
• Can an email notification be sent to another email address when a feedback is received via feedback widget?
• Can we add a CC in the feedback widget?

View all 14

Help widget 11

• What is the help widget?
• How can I embed solution articles or the customer portal into my website?
• How can I embed solution articles and/or the contact form on Shopify?
• How can I launch the help widget with a button or a link?
• How can I embed solution articles and/or the contact form on WordPress?

View all 11

Social 15

• Are Facebook posts real-time?
• Why am I not able to associate my Facebook page with Freshdesk?
• Why is 'Please reauthorize your Email settings' banner displayed even after authorization?
• 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?

View all 15

Ticketing Workflow 104

• How do emails from your customers converted into tickets?
• How do I create a custom ticket view?
• What is the difference between a note and a reply?
• How do I specify time range for export?
• Where is the option to forward a ticket ?

View all 104

Ticket Forms & Fields 24

• What do the various Ticket Statuses in Freshdesk mean?
• How can I create/edit a custom ticket status in Freshdesk?
• How do I ensure that the SLA timer does not run for a particular status?
• Can you please help me with setting a status for tickets where we are waiting for the customer to respond to them?
• Is it possible to edit the Priority field?

View all 24

Automatic Ticket Distribution 9

• Does the Round-Robin functionality work only during business hours?
• Does the Round-Robin assign tickets in alphabetical order?
• What happens to a ticket when the caps for all agents are met?
• How does Automatic ticket assignment work after an agent logs out
• If I move tickets from one group to another, will they automatically be assigned to the agents in the new group?

View all 9

Automations and Triggers 100

• How are the three automation rules different from each other and how to use them appropriately?
• Where do I set up an automation rule to run on ticket creation?
• What kind of tickets can be updated using the automation rule that runs on ticket creation?
• How can I assign all or specific incoming tickets to a particular agent on the portal?
• How to automatically send custom email notification for new tickets from a specific requester?

View all 100

Business Hours & SLAs 15

• What is an SLA and how do I create a new SLA policy?
• Can individual SLA policies be set up for different companies?
• When a ticket is created, does the timer start right away? How can I stop the timer when I respond to a customer?
• How do I change the Due Time of a Ticket?
• What is the difference between "response due" and "overdue"?

View all 15

Reports 51

• What are the different types of reports available across various plans in Freshdesk?
• How to periodically schedule the available reports?
• How to export tickets to a particular email address?
• How can I receive a PDF format of the report directly?
• What will happen to my reports if I delete an invalid ticket?

View all 51

Analytics 29

• I belong to Estate plan. But, why am I not able to create a custom report?
• What are curated reports and how to use them?
• How to create custom reports in Analytics?
• What is the difference between Curated and Custom reports?
• What are widgets in Analytics?

View all 29

Knowledge Base 49

• How do I set up my Knowledge Base using Freshdesk?
• Is there a way to create an internal and external knowledge base?
• Can I create articles only for agents' accessibility?
• How can I change the article visibility - what are the various options available?
• How do I restrict a group of articles so that only certain clients can see them?

View all 49

Community & Forums 16

• From which plan is the Forums available in Freshdesk?
• What is the hierarchy of the community forums in Freshdesk?
• How to automatically convert forum topics to tickets?
• How to setup private forums?
• Users are complaining that they are required to enter Captcha each time they start a Forum topic/ creating a ticket. How to have this disabled?

View all 16

Mobile & Apps 11

• I am trying to setup the helpdesk on my iPhone and it's prompts me for my company url. Please help me!
• Can I use my custom vanity URL to login to the Freshdesk mobile app?
• Can I use the SSO that I've set up to log into the Freshdesk mobile app?
• I am not able to login to my account through the mobile app. Why?
• Is there an app where my customers or clients can login to raise tickets?

View all 11

Agents 17

• Who is an agent on the portal?
• How do I add an agent to the helpdesk?
• How do you create occasional agents?
• What is the difference between a Full-time agent and an Occasional agent?
• What is a day pass?

View all 17

Multiple Products 22

• What do you mean by multiple products?
• Why would I need to set up Multiple Products in Freshdesk?
• How do I set up multiple products on a portal?
• Where do I enter the URL for my new product ?
• Is it possible to re­assign a support email address from the main portal to one of the products?

View all 22

Email notifications 16

• How to enable or disable email notifications?
• How do I notify agents when a ticket is created on my Freshdesk?
• How to enable ticket creation e-mail notifications for non-agents?
• Why am I, as an agent, not getting notifications when a new ticket is created?
• Why is one of my requesters receiving two emails when a new ticket is created?

View all 16

Arcade & Gamification 7

• How are the points calculated for the Leaderboard?
• How can I reset the gamification points?
• How do I create custom quests?
• How can I edit the level of each agent manually?
• How will agents be notified when they complete a quest?

View all 7

Customer Satisfaction Surveys 12

• How can I have more than a 3 point scale on my Customer satisfaction surveys?
• How do I change the Survey Pitch?
• How can I have a questionnaire after the default survey is sent out?
• I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible?
• I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey.

View all 12

Accounts - Plans & Billing 61

• Where can I see my current plan?
• How to switch back to Sprout 2016 plan?
• How do I upgrade my plan in Freshdesk?
• Is it possible to change the invoice address?
• Why does Freshdesk ask for credit card information when I click on upgrade?

View all 61

Integrations 38

• How to add Apps to my Freshdesk Account?
• Why is it that a comment in JIRA is added in Freshdesk under a different username?
• Why is a ticket created in Freshdesk whenever a comment is added in JIRA?
• Why isn't status mapping in JIRA working for me?
• How to attach files which are larger than 20 MB?

View all 38

API & Webhooks 25

• What are Webhooks?
• Where can I find my API key?
• How do I create an app?
• Is there any documentation for the APIs on Freshdesk?
• Can I add images to solution articles using API?

View all 25

Advanced Ticketing features 46

• How to create parent and child tickets?
• When does Shared Ownership come into play?
• Is it possible to link tickets in Freshdesk?
• Can a related ticket be unlinked ?
• When can we close the parent ticket?

View all 46

Dashboard 11

• 'Error loading widget' - Error message on Team Dashboards
• How to check the agent's availability for automatic ticket assignment?
• Which ticket statuses are considered in the On-Hold count?
• Who can create Team Dashboards?
• Is there any limit on the number of team dashboards allowed per account?

View all 11

Terms and Conditions for Contests 0

Admin Settings 21

• I want to login as Administrator
• Can I download Freshdesk?
• How to make myself an Account Administrator?
• Hi, is there a storage limit on your platform?
• What to do if account is blocked due to high traffic?

View all 21

Field Service Management 18

• I do not see the Field Service Management option in the Admin tab. Why?
• How much do field technician licenses cost?
• Can I use Freshdesk without Field Service Management or Field Technician licenses?
• What is the difference between a Field Technician license and a Helpdesk agent license?
• How different is login for a Field Service Agent?

View all 18

Other Products 17

• What is Freshconnect?
• How can I start a conversation with an external member using Freshconnect?
• How will I be notified in Freschconnect?
• How do I find my Freshdesk Account URL using my email address?
• How to create leads in Freshsales from Freshdesk?

View all 17

Troubleshooting-Errors 4

• What should I do if I get an error message in Freshdesk?
• My Freshdesk page is loading very slowly, what should I do?
• I am facing a latency issue with Freshdesk and it is not loading
• Steps to Clear Local and Browser DNS cache

PCI-DSS Compliance 23

• What is PCI Compliance?
• Why is PCI compliance important?
• What is cardholder data (CHD)?
• Are Freshdesk (standalone version) and Freshdesk Omnichannel PCI compliant?
• Who provided the PCI-DSS certification for Freshdesk?

View all 23

Collaborators 6

• What are the default permissions when a collaborator is tagged in a ticket?
• Can collaborators create tickets?
• Why can’t collaborators create tickets from inside Freshdesk?
• Can we set up automations for collaborators?
• Who is a Collaborator?

View all 6

Freshdesk-Freshservice integration 17

• Which teams need to be on Freshdesk and Freshservice?
• Can multiple Freshdesk instances be connected to one Freshservice instance or vice versa?
• Will the Freshdesk-Freshservice integration use any account API limits?
• Can a Freshdesk ticket be linked to multiple Freshservice tickets?
• Can multiple Freshdesk tickets be linked to a Freshservice ticket?

View all 17

Getting started with Freshchat 4

• Does Freshdesk support live chat as a channel?
• What does the Freshdesk - Freshchat integration do?
• How can I set up the Freshchat integration?
• Getting started with Freshchat

Getting started with the phone channel 4

• Adding a phone channel to your Freshdesk
• Setting up the Freshcaller integration
• What gets synced between your Freshdesk and Freshcaller account on integration?
• SSL settings while using phone in Chrome browser

Phone Widget 3

• Exploring the phone widget
• Converting phone calls to tickets
• Availability of Agents

API v2 6

• How to find your API key
• Create and update Tickets with Custom Fields using API
• Create and update Contacts with Custom Fields using APIs
• Webhooks - FAQ
• Activity API

View all 6

Facebook Messenger API Updates 1

• How Facebook Messenger API Update for Europe will impact Freshdesk users

Facebook support on Freshdesk 5

• Integrating a Facebook page with your helpdesk
• Replying to Facebook posts from Freshdesk
• Why do you have to reauthorize your Facebook Page often?
• Creating a branded support tab on your Facebook page
• Facebook real-time messaging

Populating your Knowledge Base 10

• Setting up your Knowledge Base
• Optimizing your solution articles for search engines
• Collaborate with your team to set up your Knowledge Base
• Helping customers help themselves
• Converting agent replies to Solution Articles

View all 10

Managing your Knowledge Base 12

• Content Management: Receiving feedback on an article
• Content Management: Article Analytics
• Restructuring your Knowledge Base
• Automatic Sitemap Generation
• Deleting an article, folder or category

View all 12

Using community forums 6

• Building your Community with Forums in Freshdesk
• Setting up your Community Forums
• Different forum types and what they do
• Forum moderation and advanced spam protection
• How to follow topics and forums in the community?

View all 6

Multilingual Knowledge Base 2

• Setting up a Multilingual Knowledge Base
• Managing multilingual knowledge base using article status

Working with Approval workflow 3

• How to use the approval workflow to collaborate with your team
• Customizing roles of agents using the Knowledge base
• Understanding the flow of article status during an approval process

Customer Support Portal Options 8

• Portals & Portal Settings
• Configuring a custom SSL certificate for your support portal
• The All-new Freshdesk Portal - An overview
• Customizing your customer portal
• Understanding themes to personalize your customer portal appearance

View all 8

Submitting a new support ticket 4

• Submitting a ticket via Email
• Creating a support account
• Using the Customer Support Portal
• Editing an end user profile

Remote Authentication and Single Sign On 4

• Single Sign-On in Freshdesk
• Configuring custom SSO policies under Org
• Setting up single sign-on for your WordPress users
• Reauthorization of custom mailbox

Fresh ID 0

Security 9

• Restrict access to your support portal using IP address
• Password policy
• Restricting helpdesk access to certain domains ( Domain whitelisting)
• TLS V1.1 support deprecation
• Secure attachments

View all 9

Policies 9

• Ticket Archiving
• Spam and trash
• Freshworks - Terms of Service (ToS) Update - March 2019
• Freshworks Privacy - Update
• Freshworks - Terms of Service (ToS) Update - April 2020

View all 9

GDPR 0

HIPAA Compliance 1

• HIPAA Configuration Guide

Freshworks Neo Admin 3

• What is Freshworks Neo Admin Center?
• Organization Admins in Neo Admin Center
• How to Access Freshdesk with Freshworks Neo Admin Center

Setting up support channels 7

• Forward and convert your support emails to tickets in Freshdesk
• Multi-channel support
• Getting feedback from your website (with the feedback widget)
• Using sender's name as ticket requester in forwarded emails
• Creating a new ticket from Agent portal

View all 7

Setting up multiple customer forms 5

• Introduction to multiple ticket forms
• Setting up multiple ticket forms
• Editing, cloning and deleting a ticket form
• Run automation on tickets created through a specific form
• Linking one or more ticket forms to your Portal and Help widget

Bringing in your support team 4

• Adding new support agents
• Understanding Full-time vs Occasional Agents
• Organizing Agents into Groups
• [CB] User Guide template EXAMPLE

Bringing in your Customer Base 11

• The Customers tab and what it can do
• Creating companies and contacts
• Customer 360 - Get complete context on your customer
• Importing and Exporting customer data
• Timezone and Language - Import format

View all 11

Understanding Ticket Form and Fields 9

• Understanding the default fields in your ticket form
• Creating custom fields in your ticket form
• Using dependent fields in your ticket form
• Understanding ticket statuses
• Creating dynamic sections

View all 9

How search works 2

• How search in Freshdesk works
• Filtered Search For Tickets

Admin Guide 3

• The Getting Started Guide for Admins
• System and Browser requirements for Freshdesk
• Working with the all-new admin console

Setting up and configuring your Customer Portal 4

• Rebranding your Support Portal to reflect your brand guidelines
• Using a custom support URL and pointing the CNAME
• Setting up multiple languages in Freshdesk (for the support portal and the help widget)
• Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change

Updated Affiliate Marketing 5

• Freshworks Affiliate program
• Freshworks Affiliate program
• How does the Freshworks Affiliate program work?
• Freshworks Affiliate Program
• I forgot my password

Collaboration with Threads 7

• Organize internal conversations with Threads
• Collaborate using Forward Threads
• Collaborate within the ticket using Discussion Threads
• Collaborate on Notes, Agent or Customer replies using Private Threads
• Using Threads on the Freshdesk iOS & Android mobile app

View all 7