Freshworks Partner

Self Service Portal 19

• What is Freshdesk?
• How do I create a new Freshdesk Account?
• How do I restrict customers from editing the ticket properties after a ticket is submitted?
• 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?

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Contacts & Companies 13

• 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?

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Helpdesk Rebranding 11

• 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?
• Why is a different language being displayed when I log in to the portal?
• How can I disable the option for requesters to sign up to our helpdesk?

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Help on Login & SSO 23

• 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 14

• 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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Social 14

• 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?
• Why is the reply option not available on a few tickets created from Facebook?

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Ticketing Workflow 97

• How do I create a custom ticket view?
• How do I specify time range for export?
• Where is the option to forward a ticket ?
• What is the size limit for attachments to a ticket reply?
• What is the maximum size of a file that can be attached to a ticket ?

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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
• What is automatic ticket assignment?

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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"?

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Reports 50

• 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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Analytics 19

• I belong to Estate plan. But, why am I not able to create a custom report?
• What is the difference between Curated and Custom reports?
• How to find out the raw data belonging to a particular widget?
• How do I export the report data from Analytics?
• Can I schedule a report in Analytics?

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Knowledge Base 24

• Is there way to add tickets automatically to the solutions or knowledge base?
• What is Multilingual Knowledge Base / Which plan can I see this in?
• How to add an article in its translated version ?
• How to create articles in multiple languages?
• Can I change the primary language after enabling multilingual support ?

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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?

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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?

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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?

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Email notifications 14

• How to enable or disable email notifications?
• Why am I, as an agent, not getting notifications when a new ticket is created?
• Why are my requesters receiving two emails notifications when a new ticket is created?
• How do I stop my users from receiving an email to sign up for the portal?
• How to edit automatic email notifications?

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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?

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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.

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Accounts - Plans & Billing 53

• Where can I see my current plan?
• How to upgrade my plan in Freshdesk?
• Is it possible to change the invoice address?
• How do I export the data in my account?
• How do I export my helpdesk data?

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Integrations 25

• 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 24

• 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 47

• 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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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?

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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?

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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?

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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?

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Troubleshooting-Errors 5

• 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
• Custom domain failure due to Geoblocking

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?

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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?

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