Admin Settings

How do I remove the Freshdesk branding?
The Freshdesk branding at the bottom of the customer support portal would automatically be removed once your account is upgraded to a paid plan. 
Mon, 18 Jan, 2021 at 8:17 PM
Does the order of the SLA policies matter?
The order of your SLA policies is important. The first SLA Policy that matches all conditions for a ticket will be applied to it, so remember to order your ...
Thu, 13 Dec, 2018 at 5:26 PM
How to edit a canned response?
An agent can edit the canned responses created by oneself under Admin > Agent Productivity > Canned responses.
Sat, 26 Jun, 2021 at 1:49 AM
How can I avoid spam tickets created from portal?
You can enable Captcha under Admin > Channels > Portals > Edit > Manage Sections. This will help you avoid automated spam tickets raise...
Thu, 20 Apr, 2023 at 4:08 PM
How to create a new portal?
You can create a portal by navigating to Admin > Support Operations > Multiple Products > Create New product. You have to set a new support email a...
Sat, 26 Jun, 2021 at 1:51 AM
Agent is locked due to multiple incorrect logins
When an agent is locked due to multiple login attempts in the Freshworks login, an email would be immediately triggered to the agent's mailbox along wit...
Mon, 18 Jan, 2021 at 8:21 PM
What is Audit log?
Audit Log in Freshdesk helps admins oversee the changes made in the account by others. This feature focuses on What the change was Who made this chang...
Sat, 26 Jun, 2021 at 1:52 AM
What are the cases in which the SLA would not run on tickets?
The SLA timer will not run on tickets when the ticket is in an SLA OFF status. You could check if the SLA timer for the statuses that you had mentioned is t...
Sat, 26 Jun, 2021 at 1:54 AM
I would like to change the Freshworks profile email
Any email that is added to a Freshworks product as an agent will have a Freshworks profile. If you want to change the email addresses associated with your p...
Mon, 7 Jan, 2019 at 9:26 AM
I need to find how to change a survey response
Once a survey response is sent by the customer we will not be able to edit it even if this was an error made by the customer. The survey response will be re...
Thu, 13 Dec, 2018 at 5:32 PM