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Freshdesk FAQ
Self Service Portal
36
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?
View all 36
Contacts & Companies
25
How is a contact created in Freshdesk ?
How can I onboard my customers into Freshdesk?
How can I add a new company in Freshdesk?
How do I send an activation email to the customers to start using their portal?
How can I send activation emails in bulk?
View all 25
Helpdesk Rebranding
13
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?
View all 13
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
Feedback Widget
14
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?
View all 14
Help widget
11
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?
View all 11
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 ?
View all 97
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"?
View all 15
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
27
I belong to Estate plan. But, why am I not able to create a custom report?
How to create custom reports in Analytics?
What is the difference between Curated and Custom reports?
How to find out the raw data belonging to a particular widget?
What are filters and how are they used?
View all 27
Knowledge Base
36
Is there a way to create an internal and external knowledge base?
Is there way to add tickets automatically to the solutions or knowledge base?
How to add an Image to the content of an article?
How many attachments can I add in a solution article?
What is Multilingual Knowledge Base / Which plan can I see this in?
View all 36
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
54
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?
How do I export the data in my account?
View all 54
Integrations
38
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 38
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?
View all 24
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?
View all 11
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?
View all 21
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?
View all 18
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?
View all 23
Collaborators
6
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?
View all 6
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