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Knowledge base
Tips & Tricks
Channel: Email
1
5 Mailbox Worries Every Support Admin Can Avoid
Helpdesk - Best Practices
2
Building an Efficient Helpdesk - What do you need?
Save Time Assigning Tickets to Agents
Onboarding-Freshdesk Deep Dive
4
Engagement Channels: Seamless Customer Experience
Ticket Management: Heart of Customer Support
Smart Workflows: Be an Efficient Agent
Extend Your Helpdesk: Empower Agents to do More
Freshdesk FAQ
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?
See all 19 articles
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?
See all 13 articles
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?
See all 11 articles
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?
See all 23 articles
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?
See all 14 articles
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?
See all 14 articles
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 ?
See all 97 articles
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?
See all 9 articles
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"?
See all 15 articles
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?
See all 50 articles
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?
See all 19 articles
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 ?
See all 24 articles
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?
See all 16 articles
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?
See all 11 articles
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?
See all 22 articles
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?
See all 14 articles
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?
See all 7 articles
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.
See all 12 articles
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?
See all 53 articles
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?
See all 25 articles
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?
See all 24 articles
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?
See all 47 articles
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?
See all 11 articles
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?
See all 21 articles
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?
See all 18 articles
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?
See all 17 articles
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?
See all 23 articles
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?
See all 17 articles
The Freshdesk Mobile App
Complete guide to the Freshdesk Android app
14
Logging in and logging out of the Android app
Creating new tickets and accessing the ticket list from mobile app
Searching across your Freshdesk account & common actions
The Hamburger Menu and Navigation Toolbar
The Ticket Guide - Reply to, Attach Files, and modify Ticket Properties
See all 14 articles
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
See all 10 articles
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
See all 6 articles
General features for both iOS and Android
2
Notification schedule for iOS & Android
How to use Freshdesk Analytics in the mobile app
Introduction to Ticketing
Onboarding
3
Get Started as an Admin in Freshdesk
System and Browser requirements for Freshdesk
Explore Freshdesk Free Plan
Important Admin Actions
5
Using Search in Freshdesk
How to find your API key
Working with the all-new admin console
Configure Helpdesk Settings
Manage Languages
Bringing in your Customer Base
5
Manage your Customer Data Schema
Manage Customer Data in Freshdesk
Personalize support using Customer Segments
Importing and Exporting customer data
Timezone and Language - Import format
Bringing in your support team
4
Add or Edit Support Agents
Understand Full-time vs Occasional Agents
Organize Agents into Groups
Deactivate or Delete Support Agents
Setting up support channels
2
Multi-channel support
Connect your chat and CRM accounts with Freshdesk with just a click
Understanding Ticket Form and Fields
3
Understand and Customize Ticket Fields
Understand and Use Ticket Forms
Multilingual ticket fields and forms
Configuration and Workflows
Multi-product Support and Multiple Mailboxes
2
Adding multiple support emails to Freshdesk
Supporting multiple products with Freshdesk
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?
See all 6 articles
Customer Satisfaction Surveys
4
Customizing your thank-you page
Localize your feedback forms with Multilingual Customer Satisfaction Surveys
The upgraded CSAT module - How to set up, send out, and collect responses
Setting up 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?
Advanced ticket scope
How to restrict ticket access to agents?
See all 8 articles
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
Freshdesk Arcade
5
Improving agent productivity using Freshdesk Arcade
Setting up Freshdesk Arcade
Understanding and Creating a new Quest
Leaderboards, Trophies and Badges
Resetting the points in the Arcade
Managing Agent Schedules
2
Setting up Agent Shifts in Freshdesk
Schedule Out of Office
Average Handling Time
3
Understanding Average Handling Time
Configuring Average Handling Time
Scheduled exports of events - AHT
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
See all 9 articles
Canned Responses and Placeholders
5
Creating common reply templates with Canned Responses
Exporting & Importing Canned Responses
Understanding dynamic content and placeholders
Understanding Why Certain Placeholders Are Unavailable In The Insert Placeholders Popup
Deeper insights into Canned Responses usage
Freshdesk Omnichannel
11
Centralized Omnichannel agent management
Overview of Omnichannel Availability dashboard
How to use the Omnichannel dashboard
An overview of Omnichannel analytics
Omnichannel Holidays
See all 11 articles
Agent Experience
Ticket Management
3
Understand the Ticket List View
Understand the Ticket Details View
How to Process a Ticket
Agent Efficiency
5
How to Track Time on a Ticket
How to Prevent Reply Clashes
Perform Macro Actions with Scenarios
Keyboard Shortcuts in Freshdesk
Work Faster with Focus mode in Freshdesk
Other Actions
4
Viewing Ticket Activity History
Annotate Images in Freshdesk
Know your customer journey
Providing public ticket links for easy access
Reporting and Analytics
Getting Started with Freshdesk Analytics
16
Introduction to Analytics
Support metrics in Freshdesk Analytics
Filtering reports in Analytics
Scheduling reports in Analytics
Exporting your data in Analytics
See all 15 articles
Exploring Curated Reports
22
Overview of Curated Reports
Ticket Volume Trends Report
Helpdesk Ticket Volume Report
Helpdesk Performance Report
Average first response time in Analytics (Helpdesk Performance)
See all 22 articles
Real time dashboards and reporting
2
Team Dashboards - Setup and Functionality
Checking recent helpdesk activity
Working with Custom Reports
12
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
See all 12 articles
Configuring Automations
Automation Rules
5
Overview of Automation Rules
Setting up automation rules to run on Ticket Creation
Setting up automation rules to run on Hourly Triggers
Automation rules that run on Ticket Updates
Using Webhooks in automation rules
Automation Rules Examples
4
Automation Rules Examples: Ticket Creation
Automation Rules Examples: Hourly Triggers
Automation Examples: Using Webhooks
Why are my automations not working?
Auto-Suggest Solutions
1
Using Suggested Solutions
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
Custom agent status
3
How to set up custom agent status - Freshdesk Omnichannel
Understanding agent availability with Agent Activity reports
Custom agent status - Freshdesk
Ticketing Channels
Configuring Help Widget
4
Set up your help widget
Advanced configurations with the help widget API
Support multiple languages in your help widget
Authenticating users into the help widget
Integrating with Whatsapp Business
4
Important Update: WhatsApp Business Integration with Freshdesk
WhatsApp for Freshdesk Business Integration
New WhatsApp pricing from February 1, 2022
Tracking WhatsApp usage metrics from your Freshdesk account
Facebook support on Freshdesk
5
Integrating a Facebook page with your helpdesk
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
Freshchat
4
How can I set up the Freshchat integration?
What does the Freshdesk - Freshchat integration do?
Does Freshdesk support live chat as a channel?
Getting started with Freshchat
Phone channel
8
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
Exploring the phone widget
See all 8 articles
Self Service Tools
Get Started with Knowledge Base
10
About Freshdesk Knowledge Base
Create and Organize Knowledge Base
Manage your Knowledge Base
Format your Articles
Converting agent replies to Solution Articles
See all 10 articles
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
Managing your Knowledge Base
7
Content Management: Receiving feedback on an article
Content Management: Article Analytics
Automatic Sitemap Generation
Managing your knowledge base for multiple products
Understanding article status
See all 7 articles
Multilingual Knowledge Base
2
Setting up a Multilingual Knowledge Base
Managing multilingual knowledge base using article status
Using community forums
6
Building your Community with Forums in Freshdesk
Setting up your Community Forums
Types of Community Forums
Forum moderation and advanced spam protection
Follow topics and forums in the community
See all 6 articles
Customer Portal Setup
Getting Started with Customer Portals
6
Overview of Freshdesk Portal
Configure Portal Settings
Manage Portal Sections
Customize Portal Appearance (Themes)
Customize Portal Layout and Pages (Advanced Portal Customization)
See all 6 articles
Managing your Customer Portal
5
Customize Primary Freshdesk Portal URL
Set Up a Custom Portal URL and Verify DNS
Troubleshoot SSL Renewal Errors
Use Dynamic Placeholders
Import Themes
Enhancing Theme Customization
8
Getting Started with FreshThemes
Palettes and Hex Codes
Custom Style Magic
Previewing your theme without publishing
Hiding a tab from the navigation bar
See all 8 articles
Introduction to Liquid
7
What is Liquid?
Liquid Markups
Using Filters
Conditional Statements
Looping and Iteration
See all 7 articles
Freshdesk Integrations
Introduction to Apps
8
Introduction to Apps
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?
See all 8 articles
Google Apps and Freshdesk
11
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
See all 11 articles
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
12
How to integrate Freshsales with Freshdesk?
The Pipedrive CRM Connector App
The Azure Active Directory Connector App
The Hubspot CRM Connector App
The Zoho CRM Connector App
See all 12 articles
Integration with Freshworks products
7
Introduction to Freshdesk-Freshservice integration
Setting up the Freshdesk-Freshservice integration (Admins)
Syncing ticket field and properties between Freshdesk and Freshservice
Using the Freshdesk + Freshconnect integration
The Freshdesk + Freshconnect integration FAQ
See all 7 articles
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
Telephony Service apps
7
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
See all 7 articles
Zapier Integration
1
Using Zapier to integrate Freshdesk with other apps
eCommerce apps
3
The Shopify app
MercadoLibre Integration for Freshdesk
Integrate Freshdesk with BigCommerce
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
See all 7 articles
Team Collaboration Apps
5
The Slack app
The Office 365 App
The Microsoft Teams App
Simplifying collaboration using the latest Slack app
Freshdesk - Zuper integration
Reports and Analytics
3
GoodData and Freshdesk integration
Snowflake Connector App for Freshdesk
PowerBI Connector App
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 and Salesforce
2
The Salesforce Connector app
Freshdesk for Salesforce
Integrating Freshdesk and SugarCRM
2
The SugarCRM App for Freshdesk
The Freshdesk app for SugarCRM
Integrating Freshdesk with PagerDuty
1
Integrating your Freshdesk account with PagerDuty
Templates, Links and Signatures
2
Integrate Dynamic Signature with Freshdesk
Integrating Email Template App with Freshdesk
Policies and Data Protection
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
Security
11
Restrict access to your support portal using IP address
Password policy
Restricting helpdesk access to certain domains ( Domain whitelisting)
TLS V1.1 support deprecation
Allowlist NAT IPs
See all 11 articles
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
See all 9 articles
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
GDPR
0
Fresh ID
0
