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Self Service Portal
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?
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Contacts & Companies
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?
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Groups & Agents
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?
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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?
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Login & SSO
How can I login to my account?
Why am I not able to login to my Freshdesk account?
How does SSO in Freshdesk work?
How to reset my password?
Where do I configure Single Sign On within Freshdesk?
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SSL & Security
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?
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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?
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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?
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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?
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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 ?
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Ticket Forms & Fields
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?
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Automatic Ticket Distribution
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
What is automatic ticket assignment?
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Automations and Triggers
What are the types of automation rules in Freshdesk?
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?
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Business Hours & SLAs
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"?
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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?
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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?
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How do I set up my Knowledge Base using Freshdesk?
Is there a way to create an internal and external knowledge base?
How can I change the article visibility - what are the various options available?
Can I create articles only for agents' accessibility?
How do I restrict a group of articles so that only certain clients can see them?
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Community & Forums
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?
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Mobile & Apps
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?
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Who is an agent on the portal?
How to add an agent or user 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?
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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?
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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 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?
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Arcade & Gamification
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?
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Customer Satisfaction Surveys
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.
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Accounts - Plans & Billing
Where can I see my current plan?
How to switch back to Sprout 2016 plan?
How to 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?
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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?
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API & Webhooks
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?
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Advanced Ticketing features
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?
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'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?
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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?
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Field Service Management
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?
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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?
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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
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?
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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?
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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?
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