This article provides details on how to configure the basic settings for your Freshdesk account. For example, you can set up languages, dates and time zones, and more.
To configure helpdesk settings, go to Admin > Account > Helpdesk Settings. Configure your changes and click Save. The different helpdesk options you can configure are:
| Setting | Description |
|---|---|
| Helpdesk Name | The name of your Freshdesk account or helpdesk that will be displayed in the header and email notifications sent to customers. You will receive a default helpdesk name when you sign up, which you can change. |
| Helpdesk URL | The default helpdesk URL. Your agents will use this URL to log in to their helpdesk, while your customers will use it to access the self-service customer portal. You can change this URL to reflect your company's brand. To change the default URL, click Edit. You will be redirected to the Helpdesk URL page. For more details, see Customizing Freshdesk URL. Note: You can change your URL up to 5 times. |
| Primary Language | Select the primary language you want to use to manage the overall settings of your helpdesk account. The agent and customer portals will be visible in the selected primary language. Note: If you have included additional supported languages and enabled multilingual support, the Primary language cannot be changed once set. However if you are on the Pro plan or above, you change the primary language from your Profile Settings. To change the primary language from the backend, contact [email protected]. |
| Secondary Languages | Click Manage Languages to add additional languages for your portal. Adding languages to this list will help you override the default translations of Freshdesk and manage translations of ticket fields, surveys, email notifications, and solution articles. Note: Adding secondary languages is available only in the Pro plan or above. For more information, see Manage Languages. |
| Date Format | Select the date format for your account. |
| Time zone | Select the preferred time zone. |
| Next Ticket ID # | The ticket ID number that will be assigned to the next ticket received in your account. For example, if you already have 100 tickets in your account, you can set the number as 101. |
| Sort conversations | Select how you want to sort the tickets in your account. |
| Ticket view layout | Choose a preferred default layout for the Ticket List view. You can either choose between the Card or Table layout or Allow your agents to choose their preferred view. |
| Forums | If you're on the Pro plan or above, toggle this to enable user forums. |
| Ticket summary | Adds a section on top of your tickets where agents can summarize conversations. |
| Freshdesk Branding | Certain portions of your helpdesk are branded, e.g. the help widget contains a label that says "⚡️ by Freshdesk". If you're on a paid plan, you can remove this branding. |
| Agent Portal | Click the Edit branding button to be redirected to the Agent Portal branding page, where you can change the agent portal logo and the portal colors. |
| Customer Portal | Click the Edit portal button to be redirected to the Portal theme settings. You can change the portal name and URL, and perform basic and advanced theme customization to create a customer portal that matches your brand. See Overview of Freshdesk portal. |
| Chat Support | Enable this option to allow agents to reach Freshdesk support via a chat widget within the product. |
| Hide first response due | Enable this option to hide first response due time in tickets for all agents in your account. |
| Agent portal default font preference | Choose the default font and font size for your agent portal. You can also preview the choices you make here. |
| Font preference for agents | Enable this option to allow agents to change the font style and sizes while composing messages/replies. |
| Helpdesk restrictions | Choose who can log in or sign up to create tickets in the portal. The options are:
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