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?

View all 19

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?

View all 13

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?

View all 11

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?

View all 23

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?

View all 14

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?

View all 14

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?

View all 9

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?

View all 50

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?

View all 19

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 ?

View all 24

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

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 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?

View all 14

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 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?

View all 53

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?

View all 25

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?

View all 47

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?

View all 17

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?

View all 17

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

View all 14

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

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General features for both iOS and Android 2

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

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

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?

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Customer Satisfaction Surveys 3

• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys
• 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?

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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

View all 9

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

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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

Getting Started with Freshdesk Analytics 16

• Getting Started with Freshdesk Analytics
• Introduction to Analytics
• Support metrics in Freshdesk Analytics
• Filtering reports in Analytics
• Scheduling reports in Analytics

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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)

View all 22

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

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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

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 6

• 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

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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

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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

View all 10

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

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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

View all 6

Getting Started with Customer Portals 7

• Overview of Freshdesk Portal
• Configure Portal Settings
• Manage Portal Sections
• Customize Portal Appearance (Themes)
• Customize Portal Layout and Pages (Advanced Portal Customization)

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Managing your Customer Portal 4

• Import Themes
• Use Dynamic Placeholders
• Customizing Freshdesk URL
• Troubleshoot SSL Renewal Errors

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

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Introduction to Liquid 7

• What is Liquid?
• Liquid Markups
• Using Filters
• Conditional Statements
• Looping and Iteration

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Portals (Older version) 2

• Portal Layout Basics
• Page-level customizations

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?

View all 8

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

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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 11

• 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

View all 11

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

View all 7

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

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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

View all 7

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

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

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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

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