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FAQ
Freshdesk FAQ
651 frequently asked questions and answers
Email notifications
How to prevent email notifications for merged tickets?
Why am I, as an agent, not getting notifications when a new ticket is created?
How do I stop my users from receiving an email to sign up for the portal?
Why are my requesters receiving two emails notifications when a new ticket is created?
How to enable or disable email notifications?
How to stop the ticket closure notification for a specific ticket?
How to set up email notifications and reminders for SLA violation?
How to notify customers when agent adds public note?
How to set up agent reply templates?
How to notify the customer when a ticket is closed or resolved?
How to edit automatic email notifications?
How to setup automatic email response to customers for new tickets?
I am not getting notified when I am assigned on a ticket. Please help.
Is there any way to see the automated responses the customer receives for a ticket ?
Ticketing Workflow
What is the size limit for attachments to a ticket reply?
What are tags? How can I add/merge tags?
Can I receive a sound notification when a new ticket comes in?
Can I schedule a recurring ticket in Freshdesk ?
How can customers view their previous conversations after a ticket is closed?
Can I download attachments using a Public Ticket URL without being logged in?
How to remove ticket number that appears in the subject?
Every ticket for a particular user goes to Spam. Is there a place where we can “clear” the user's email?
While merging tickets, is it possible to change the content of the auto response?
Is there a possibility for a customer to check the status of their ticket without logging in?
How does a ticket get marked as spam?
Would it be possible to add attachments that are more than 20 MB in size?
How to change the requester’s email address in a ticket?
Is it possible to forward the ticket to an email address whenever a new ticket is created ?
On what time zone are the ticket counting timers based?
Is it possible to add another agent to a ticket?
How to filter tickets by creation date?
How to close a ticket without sending an email notification to the customer?
How do I export my tickets from Freshdesk?
Can I customise the fields under the Tickets tab?
How can the customer change the priority and type of a ticket?
How do I add a tag to a ticket?
Can I add tags automatically?
How do I view the updates made to a ticket?
Can the Admin and Agents view the same system activities in automations?
What is a Requester Widget?
Is it possible to check the ticket history of a particular customer?
Can I edit the requester details directly from the requester widget?
How do I add/remove the fields to be displayed on the requester widget?
I am not able to add more custom fields to the requester widget?
Can details apart from the contact details in Freshdesk be retrieved for a particular requester?
Can I attach multiple files while replying to a ticket?
How do you check if an agent is looking at the same ticket ?
How do we check if an agent is answering/replying to your ticket ?
How do I view deleted tickets?
How do I view the Archived Tickets on my account?
How to automatically stop the Time Tracker?
How to sort my tickets such that the oldest tickets are on the top of the tickets queue?
Where can I view the tickets in my account - how can I sort my queue?
How can I create a view to see only the tickets I am working on?
How do I split a customer response into a new ticket?
How can I link an article to the reply of a ticket?
What is the E-commerce channel?
What is a ticket?
Why is an Outbound email set to Close Status automatically?
When does a Tickets tab auto-refresh?
What happens when the attachment size limit goes beyond the threshold?
Can I send bulk emails to customers using Freshdesk?
How can I delete an archived ticket?
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 maximum size of a file that can be attached to a ticket ?
How to exclude the full email thread in each customer reply to a ticket?
Is there a limit in the number of tickets you can have?
Can a public note be changed to private?
Can I see an email after its deleted from trash?
How do I notify my team members about the proceedings of the tickets?
Will agents be able to respond to tickets on their smartphones using Freshdesk?
Is there an option to add more than one email address in 'TO' when replying?
How to respond to multiple tickets with a common reply?
How many tickets can I link to a tracker?
How to undo ticket merging?
Ticket field that I created is not present in the filters
How to include ticket thread when forwarding conversation?
How to change due by date of a ticket ?
What are flags ? How can I fliter using flags?
How to change the 'From' email address of a ticket?
How many child tickets can I add to a parent ticket?
How to change the subject of a ticket?
When I export the tickets for a certain period of time, why don't I get the full count in export?
My ticket shows 'Response Due' though it has a response already
How do I delete multiple tickets from same person?
How to remove CC from a ticket?
What will be the impact on existing tickets if we update some dropdown fields?
Automatically track the time spent on tickets
Can I re-open an archived ticket?
Can I unsplit a ticket?
When opening ticket the page scrolls down to latest reply
Tickets page keeps loading in Freshdesk
Where is the Spam folder?
How did a ticket land in the spam folder?
Is there a way to send a notification to all customer at once?
How can I export tickets including the content of the ticket?
I am not able to merge a ticket to a child ticket
Is there a possibility to lock a ticket while one agent is answering and working on that?
Can I unarchive a ticket?
How to modify a parent child association ?
How can I see drafts by another agent?
Where can I find the customer fields in ticket page?
If I resolve a tracker ticket, do all the tickets linked to it will become resolved?
What each default SLA flag means on the ticket page
How to protect your helpdesk from spam attack?
Receiving spam emails to support@domain.freshdesk.com, Please help!
How to stop tickets from being redirected to Ticket List View every time a ticket is closed?
Is there an option to undo a sent reply?
SSL & Security
Data storage and data security in Freshdesk
TLS 1.0 Support Deprecation
Enabling TLS 1.2 in Internet Explorer
Can we use a wildcard SSL certificate with 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?
Why is the Feedback Form not loading on my website after I added an SSL certificate?
Third-party data sharing in Freshdesk
Signing DPA, NDA, and data compliance with Freshdesk:
How do I delete user data?
How do I export user data?
How do I consent for data share and privacy policy?
How to delete old tickets in a given period of time?
Automatic Ticket Distribution
Is there a way to prevent automatic ticket assignment when an agent replies to an unassigned ticket?
Does the Round-Robin assign tickets in alphabetical order?
How does Automatic ticket assignment work after an agent logs out
Does the Round-Robin functionality work only during business hours?
Is there a report on the total time that an agent has been available for ticket assignment?
Is it possible to automatically assign tickets based on agent workload?
What is automatic ticket assignment?
What happens to a ticket when the caps for all agents are met?
How do I enable Round Robin Ticket Assignment in my account?
Knowledge Base
How can I delete a draft in the Knowledge Base?
Is there way to add tickets automatically to the solutions or knowledge base?
Is there any way to pull a report or find metrics on the number of views per solution article?
Is it possible to have existing knowledge base articles pop-up before someone submits a ticket on that topic?
What is Multilingual Knowledge Base / Which plan can I see this in?
Can I change the primary language after enabling multilingual support ?
Is it possible to hide all articles of one language from the customers which are work-in-progress ?
How do customers/visitors change the language on the customer portal?
Who all can change the language ?
How to add an article in its translated version ?
Can i refer the master version while editing a translation ?
How to show the author name in an translated article ?
Can I have different tags,folder & category names for translated articles?
How do I change the article status from red to green ?
If any changes are made to the master version, does it mark the other translations as outdated automatically ?
Can i view the analytics for each translation ?
How can you support multiple support languages in the account?
How to create articles in multiple languages?
How can I import my existing Knowledge Base into Freshdesk?
How can I track an article which is not useful for a customer?
I want to report on how many users are reading the articles on the helpdesk
Is there an API to bulk export or update Solutions?
How to create a Solution article using API?
Can we delete a customer reply in ticket?
Helpdesk Rebranding
What is the difference between the New > Ticket and the New > Email option?
How do I save the filters I apply under the Tickets tab?
How to communicate with a third party from a Freshdesk ticket without involving the customer?
How do I change the Helpdesk name in the left corner on the Agent portal?
How do I remove the Forums tab from the portal entirely?
How do I rebrand the Agent side of the portal and change its colors?
How do I auto-fill fields when I'm creating a new ticket as an Agent?
How can I disable the option for requesters to sign up to our helpdesk?
Why is a different language being displayed when I log in to the portal?
Customers are not able to open the ticket URL in the response. How can I rectify this?
How to cancel my Freshdesk Account?
Help on Login & SSO
I get the 'Unable to allocate day pass' error while logging in. How do I resolve this?
I see the error 'Sorry we couldn’t locate your account' when I try to login. What is the issue here?
Why am I getting ‘You’re not allowed to access this page’ error?
Why am I getting the error 'Portal is not available at your location' while trying to access a Freshdesk page?
What is the Remote Login URL?
Why am I getting the 'Invalid Time Stamp' error when I try to login using an SSO?
Why am I getting a 'Login unsuccessful' error on the AD SSO?
Why are my agents logged back in to the portal automatically after they log out?
Why are the names under my agents' profiles automatically changed every time they log in?
Why are my agents not able to login through AD SSO?
Where do I configure Single Sign On within Freshdesk?
How can I login to my account?
How does SSO in Freshdesk work?
Why am I not able to login to my Freshdesk account?
How to reset my password?
Where is your data servers located?
How can I bypass SSO login when I have it enabled?
SSO is not working and getting the message 'Session expired. Please login again'
SSO error: Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response
There is a not secure message when accessing the system from Chrome
When will the data be deleted once I cancel my account?
How to sign up for a Freshdesk Account
How can I authenticate WordPress users to login to Freshdesk?
Community & Forums
How to setup private forums?
Is it possible to change the Forum tab name with a different text?
How to automatically convert forum topics to tickets?
Is there a way to block people from creating Forum topics?
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?
How to disable forum moderation emails?
How can I remove forum posts and stop customers from posting them again?
How do we approve forums in Freshdesk before they are published on the portal?
From which plan is the Forums available in Freshdesk?
What is the hierarchy of the community forums in Freshdesk?
Who will receive the approval email for forums?
How to disable Forums?
I am unable to convert a ticket to a forum topic.
What changes happens at the customer end when we lock a topic?
Can you post anonymously in forums?
I want to prevent a customer from starting a forum topic
Self Service Portal
How to hide the portal and solution articles from being crawled on a Google search?
Can I change the default landing page on the customer portal?
How to ensure that users do not change their email address while submitting a ticket, from the portal?
How do I restrict customers from editing the ticket properties after a ticket is submitted?
How do I change "Solutions" to "Knowledge base" on the customer portal?
How do I hide the login button from the Customer portal?
What is Freshdesk?
How do I create a new Freshdesk Account?
How to create a new support ticket to Freshdesk Support?
Why is it best to not overwrite the default style in Freshdesk?
What do I need to do to have different side bars in my support portal?
How do I customise my profile page?
Can I have colour coding in tickets view based on the priority of the ticket?
Is there a liquid object available that would tell the url of any of the pages at the customer portal?
How can I display the first name of the customer in the forum details page?
How do I create a ticket on behalf of a customer?
How do I create a ticket for my own reference?
What is the difference between Agents and Collaborators?
What is the difference between Freshworks URL and Freshdesk URL?
Social
Why is the reply option not available on a few tickets created from Facebook?
Is it possible to differentiate between Direct Messages and Posts from Facebook?
Is it possible to convert only those posts from Facebook which have certain hashtags?
Why are my company's posts not being converted to tickets, even though I've selected that option?
Why am I not able to associate my Facebook page with Freshdesk?
Why are Agent signatures not present while replying to Social tickets even though they have been configured?
How can we choose between replying to a comment and replying to a post on Facebook?
Why are replies sent via an agent's mailbox not being added in Facebook?
Are Facebook posts real-time?
Why aren't replies to direct messages from Facebook reflected in Freshdesk?
I need to add more than one social media accounts on Freshdesk
I can't add my facebook to Freshdesk, it says it is still paired to a deleted account.
Why am I not able to send replies to Facebook DMs from Freshdesk?
Discontinuation of Twitter services on Freshdesk
Mobile & Apps
Is there an app where my customers or clients can login to raise tickets?
I'm not able to receive calls on my Freshdesk app - what am I doing wrong?
Do you have a Freshdesk app for Windows Mobile OS?
As an admin, why can't I see the admin settings on the mobile app?
How can I apply ticket filters on the mobile app?
Can I use the SSO that I've set up to log into the Freshdesk mobile app?
Can I use my custom vanity URL to login to the Freshdesk mobile app?
How can I manage notifications through mobile apps?
I am not able to login to my account through the mobile app. Why?
I am trying to setup the helpdesk on my iPhone and it's prompts me for my company url. Please help me!
What are the languages supported by the Freshdesk mobile app?
Contacts & Companies
My customers are getting the error 'You are not authorized to access portal' - how can I fix this?
How do I send an activation email to the customers to start using their portal?
How can I send activation emails in bulk?
How can we allow only logged-in users to create tickets on the portal?
How can I onboard my customers into Freshdesk?
Can we export contacts from Freshdesk ?
Can I resend an activation link to a customer?
How can I change the email address of an existing contact in Freshdesk?
I have a problem while importing contacts. What could the issue be?
How do I import contacts to my account?
How to assign ticket to companies?
Total time spent on company tickets
While importing contacts, does it update the existing or create new contacts?
Business Hours & SLAs
How do I change the Helpdesk's TimeZone?
How do I change my Agent Profile's TimeZone?
Is it possible to display the clock in the 24-hour time format?
Which agent is attributed under the Tickets resolved/Resolution metric when there are multiple agents working on a particular ticket?
Will the reopening of a Resolved ticket count against Average Resolution time?
Is a private note counted as a response under SLA policies?
Can individual SLA policies be set up for different companies?
How to set holidays and change calendar holidays to working day?
How to configure business hours?
How to escalate SLA violation to another group or third party who is not an agent?
How do I change the Due Time of a Ticket?
How to send escalation emails to unresponsive agents?
What is the difference between "response due" and "overdue"?
What is an SLA and how do I create a new SLA policy?
When a ticket is created, does the timer start right away? How can I stop the timer when I respond to a customer?
Reports
Why is there a difference in the ticket count between a ticket export and the reports?
Why are my reports not live yet, and why can't I view today's data?
Why can't I filter based on Agent and Group in the Helpdesk in-depth report?
Why can't I see all my fields in the filters on the Reports tab?
How can I save my filters on the reports so that I don't have to repeat them each time?
Are there any limitations in the drill-down option for the Reports?
From which plan is the new dashboard available?
How to change the view of dashboard to admin snapshot?
What is the difference between agent and admin snapshot?
What are the different snapshots available in the new dashboard ?
How to periodically schedule the available reports?
Why am I not able to view the option for scheduling reports?
Can I schedule reports for other agents or customers?
Can I schedule multiple exports of the same report?
How to delete a scheduled report?
How can I receive a PDF format of the report directly?
Is it possible to filter a report based on a custom text field?
How to export tickets to a particular email address?
How to get the number of tickets that an agent re-assigned to another agent?
Is it possible to filter tickets based on ticket status?
How to filter reports based on the country from which they are raised?
What are the metrics displayed in Helpdesk In-depth report?
Is a merged ticket taken into consideration while generating reports?
In the Phone Summary Report, what does "Unanswered Call" mean?
Why are the changes made on a ticket not reflecting in the reports?
What are the different types of reports available across various plans in Freshdesk?
What tickets are taken into account for the count of Resolved Tickets in reports?
Where can I see the total number of tickets that were reassigned by one group to another?
How are the Resolution SLA and First Response SLA percentage metrics calculated?
How many hours do the Reports take to get updated?
Why am I not able to filter the Helpdesk In-depth Report based on group and agent name?
Would the response time of a reply sent outside business hours be taken into account in Agent Performance reports?
How is the "Tickets Re-opened" metric calculated if a ticket is reopened multiple times?
How are FCR%, First Response SLA%, and Average First response time metrics calculated for Agent Performance Report?
Do "Waiting on Customer" and "Waiting on Third Party" statuses affect the average response time?
How do I check the number of overdue tickets for an agent?
Can I change the default values while running a report?
How does the Top-Customer Analysis Report work?
I see that there is a new reporting feature called "Ticket lifecycle" added to my panel. Please brief me about this.
How do I find the number of replies sent by my agents?
What is the time period taken to update the sections on Admin Dashboard?
Who would have access to Reports in Freshdesk?
How can I get a reports with customised metrics to suit my business requirements?
How can I see the number of tickets received on a daily basis?
What will happen to my reports if I delete an invalid ticket?
What do the green and red arrow marks in the Helpdesk in depth report denote ?
Are reporting metrics calculated based on Calendar hours or Business hours?
How to get an export of tickets that have violated SLA?
Will automated responses be counted as an agent response in therReports?
Will non- business hours be counted in calculating resolution time?
Multiple Products
Why would I need to set up Multiple Products in Freshdesk?
How do I set up multiple products on a portal?
How will multiple portals look on the end-user side? Will they have to login with different credentials?
Is it possible to use the same agents and SLAs for multiple products?
Can I make the Ticket URL sent out with every reply portal-specific?
Is it possible to restrict the visibility of solution articles with respect to the product portals?
How do multiple brand names work under the same account?
How to transfer solution articles from the main portal to the product portal?
How do I view the tickets pertaining only to a particular product?
Is it possible to reassign a support email address from the main portal to one of the products?
Is it possible to restrict an agent’s access to tickets from one portal only?
Is there a placeholder for a product-specific activation URL when a new customer signs up?
How can I make Facebook pages product-specific?
Is it possible to have product-specific SLA policies?
How to send product-based email notifications?
Can I brand tickets separately for different products?
While adding a new product I get the error message "Please enter a valid email address". Why so?
Where do I enter the URL for my new product ?
What do you mean by multiple products?
How do I set the product in the embeddable widget?
How do I setup different Kbase for different products?
Can I associate separate group for each product?
Customer Satisfaction Surveys
Why the customer satisfaction surveys are not being sent?
How can I have more than a 3 point scale on my Customer satisfaction surveys?
How can I have a questionnaire after the default survey is sent out?
How do I have an NPS score using Freshdesk surveys?
I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey.
I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible?
How do I change the Survey Pitch?
How to create a new Customer Satisfaction Survey?
Is it possible to send a satisfaction survey for tickets that came through Facebook?
Is it possible to send CSAT survey in different languages for different customers?
The CSAT survey emails are not being translated. What am I missing?
My customer is not receiving the survey email in the correct language. How to fix this?
API & Webhooks
What are Webhooks?
How to handle and prevent webhook drops?
How can I prevent a webhook from being dropped?
What webhooks will contribute to my rate limit?
Why have I received an email saying 'Please recheck the webhook settings in your account'?
Where can I find my API key?
How do I apply filters and view a list of tickets using API?
Can I use my vanity URL or CNAME to make an API call?
What are the rate limits for the API calls to Freshdesk?
Status codes and its reasons
Is there any documentation for the APIs on Freshdesk?
How to edit the subject line of the tickets based on certain conditions or specific keyword in the subject?
Is there an API to list all the tickets and schedule it for a particular time?
How can I view the Ticket Properties of a ticket using API?
Where do I find the documentation for API?
How do I create an app?
Can I add images to solution articles using API?
Can I add a customer satisfaction survey for a ticket using API?
How to create a contact using API?
How to create a ticket with dependent field using API?
How to remove quoted text via API?
How do I get a list of agent ID's?
List all tickets with conversations using API
Do we have API and integration capabilities in the free Sprout plan?
Arcade & Gamification
How are the points calculated for the Leaderboard?
Why aren't my points updated on the Leaderboard yet, even though I've completed a quest?
Why are the points I previously earned by completing a quest no longer credited to me?
How do I create custom quests?
How will agents be notified when they complete a quest?
How can I reset the gamification points?
How can I edit the level of each agent manually?
Integrations
Why isn't status mapping in JIRA working for me?
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?
How can I avoid the entire HTML code that comes out when the comment section is included in the message sent to Slack?
Can I use dynamic variables when setting up user-defined Slack messages?
Why aren't messages being pushed to Slack?
Why is only part of the conversation in Slack being converted into a ticket in Freshdesk?
I typed my auth token incorrectly while calling “/fd_ticket” - what can I do?
Why am I unable to execute Slash Commands?
Do we have any limit to the number of Public and Private channels?
Why am I getting a failure message at the time of ticket creation, and being asked to contact support@freshdesk.com?
How to attach files which are larger than 20 MB?
Where is the Mailchimp widget located please?
I do not have the e-commerce option even though I am in the Estate plan. Please help me with this!
How do I integrate Xero with Freshdesk?
How to add Apps to my Freshdesk Account?
What is SugarCRM? How do I integrate with my SugarCRM account?
How can I integrate Zoho CRM with Freshdesk?
How to integrate Freshdesk with my Shopify store?
Is it possible to hide certain ticket fields to certain agents?
I want to know what the customers are viewing in the website?
Can I create mailing lists when writing emails?
How can I convert WordPress comments to Freshdesk tickets?
What is the basic Freshdesk - Freshcaller Integration?
What is the advanced Freshdesk - Freshcaller Integration
Accounts - Plans & Billing
How to upgrade my plan in Freshdesk?
What would be the best way to have our customers view reports based on Response and Resolution SLAs for their tickets?
How do I get an invoice for my account?
Where can I download invoices for my account?
Can I get invoices on more than one email address?
How do I delete or cancel my account?
How do I export my helpdesk data?
Why am I unable to unzip or open the XML file?
How do I change the details of the primary contact?
How can I change the company name in my Freshdesk account?
How does the spam watcher in Freshdesk work?
Where can I see my current plan?
What are the best practices to delete an agent without losing their ticket details?
How do I transfer account admin access?
How can I find out the number of day passes used by an occasional agent?
Is it possible to change the invoice address?
Why did my account get suspended?
How do I export the data in my account?
How do I extend my Trial with Freshdesk?
How do I activate my Freshdesk Account?
How am I being billed for my current plan with Freshdesk?
How to add agent licenses to Freshdesk?
Why am I receiving an email saying "Payment is Declined"?
Where do I update my credit card information within Freshdesk?
Pricing and features
I can't find plans and billing menu
What are the charges for call?
How do I promote and sell Freshdesk?
Why am I not able to add new agent seats?
How to change my billing currency?
How do I get my invoice for this month?
I need to know how will I be billed if I add full-time agents on annual billing?
Can day passes be added automatically?
How can I change the date I am being billed every month?
How does the invoicing method of payment work?
How to change the name to whom the invoice is addressed to?
Can I use Paypal for payment?
I am currently on an Annual billing plan. How can I change it to a monthly payment?
What are the different modes of payments?
How do I add or update my credit card details?
Why is my account suspended?
What are prorated charges?
Does the subscription charges include tax?
I'm looking for the reseller of your product
You cannot subscribe to a lesser number of agents. Please delete some agents and try again.
Is it possible to have an account with one user?
Is it possible to have multiple plans in one account?
If I switch to a free plan will I lose my vanity domain url?
On which package is the Facebook integration available?
How do I transfer my trial to the free plan?
What is the difference between the old Sprout and new Sprout plans?
Is it possible to have agents with different plans?
Why am I not able to see Apps in the Sprout plan?
Advanced Ticketing features
How to create parent and child tickets?
When can we close the parent ticket?
How to add multiple child tickets to a parent ticket?
How to create templates for child tickets?
What would be the source of a child ticket?
How many child tickets can be added to a parent ticket?
How to create a parent ticket ?
What happens when you delete a parent ticket?
Does updating the status of parent ticket affect the child ticket?
What happens when you mark a parent ticket as spam?
Can we filter out tickets based on parent and child tickets?
Can we filter out child tickets based on parent ticket?
When does Shared Ownership come into play?
Sample scenario for Shared Ownership?
How to set up Shared Ownership?
How to setup Shared Ownership for existing tickets?
How can I assign large number of groups and agents for Shared Ownership?
Is it possible to link tickets in Freshdesk?
Where/How do you link tickets ?
Can I filter tickets according to a specific tracker ?
Is the Linked tickets tracker same as that of the time tracker ? Are they related ?
How do i know which is the tracker ticket ?
Does the Linked Ticket Actions appear in the activities tab?
Can we delete a tracker ? Even if there are tickets related to it ?
What is the use of the Broadcast button?
How many number of tickets can be linked to a tracker ?
Is it possible to link multiple tickets at once?
Is it possible to link tickets using automations ?
Can a linked ticket also be a child/parent ticket ?
What are the mandatory fields while creating a new tracker?
Is there a way to disable the 'link to a tracker' option for specific groups/agents?
Can an agent link a ticket to any tracker?
Can a related ticket be unlinked ?
How to view all the related tickets to a specific tracker?
How to view all related tickets?
How do I view all related tickets?
Can we edit the the related ticket widget ? i.e show more details of the tracker?
Is there a bulk action to unlink multiple tickets at once ?
An agent is able to view all the related tickets but not view it separately? Why ?
Would an agent with Restricted access be able to view Shared Ownership tickets?
Would an agent with Group access be able to view Shared Ownership tickets?
Can internal group or agents be included in automation rules?
Is it possible to trigger an action using the Ticket Update automation if the Internal group is changed?
How do I enable the Linked Ticket feature on my account?
Can I use a template to create a new ticket?
Can a linked ticket be merged with another ticket?
Why am I not able to link tickets to a tracker?
Admin Settings
Can I download Freshdesk?
How to make myself an Account Administrator?
I want to login as Administrator
Hi, is there a storage limit on your platform?
What to do if account is blocked due to high traffic?
As an agent, how can I update the email address for my profile ?
How can I allow customers to access Solution articles without signing in ?
Unable to allocate a day pass
How do I edit ticket fields?
As an admin, can I get a notification if an agent is deleted ?
How do I remove the Freshdesk branding?
Does the order of the SLA policies matter?
How to edit a canned response?
How can I avoid spam tickets created from portal?
How to create a new portal?
Agent is locked due to multiple incorrect logins
What is Audit log?
What are the cases in which the SLA would not run on tickets?
I would like to change the Freshworks profile email
I need to find how to change a survey response
Is there also limit for adding Occasional agents?
Dashboard
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?
Who can view Team Dashboards?
What are the different types of widgets in Team Dashboards
Can I edit an announcement in Team Dashboards?
Is the Team Dashboard realtime?
Can I publish a dashboard to my customers?
'Error loading widget' - Error message on Team Dashboards
Can the Dashboard in Freshdesk be customized?
Other Products
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?
I need a call answering system.
Want to be a partner of Freshdesk
Can I manage assets in freshdesk?
Is there a demo video of Freshdesk?
We would like to add Freshping to our service.
I need information on Freshmarketer
Looking for documentation or manuals on setting up Freshdesk
What happens when I delete a product?
How can I mark a discussion as closed or resolved in Freshconnect?
How to view call time and other metrics in Freshcaller?
What is Freshworks Switcher ?
How do I enroll my agents in the Freshdesk Academy?
Analytics
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?
Will I be able to schedule report widgets?
Can the data in reports/widgets be made realtime?
Can I configure widgets with the time period greater than the corresponding report time frame?
Can the Reports in Analytics be shared with others in the helpdesk?
How many custom reports can I create at the maximum?
How many widgets can I add to a custom report?
How can I export the ticket activities using Analytics?
I belong to Estate plan. But, why am I not able to create a custom report?
Why am I not able to save the filters that I apply to curated reports?
How do I clone a curated report?
What is the difference between Curated and Custom reports?
How to view and edit mode in Analytics?
Analytics features across various plans
I need to schedule data exports
How do I find out how much time a ticket spent on each status?
How can I measure resolution time for a ticket excluding the time spent on waiting for the customer?
Field Service Management
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?
Can an existing agent be converted into a Field Technician?
What roles and scope can be assigned to a Field service agent?
Can normal agents be added to service groups?
How do I enable the scheduling dashboard feature in Freshdesk?
Can I create a service task without having to create a support ticket first?
I have created a service task directly without any ticket. Can I assign this service task to a field technician?
Can a service task have child service tasks?
Can I convert a support ticket to a service task?
Is it possible to link service tasks in Freshdesk?
Can a service task be linked to a ticket?
Can a child service task be linked to another child service task
What is the difference between Field technician and Customer service technician roles in Freshdesk?
What are the default field service roles available in Freshdesk?
Troubleshooting-Errors
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
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?
How does the PCI-DSS encryption work in Freshdesk?
How to enable the PCI field?
Is the PCI field a default field or custom field?
Who enters the data in the PCI field?
How can admins restrict or provide access to agents for PCI-DSS?
Who can view the contents of the PCI field?
Which product lines in the Support BU are PCI Compliant?
Are standalone Freshchat and standalone Freshcaller PCI compliant?
Can you export all sensitive data from Freshdesk (Vault)?
How is HIPAA compliant encrypted field different from PCI field?
Does the PCI field follow the Primary Account Number (PAN) format?
Can we store Social Security Number (SSN) in the PCI field?
Will the last 4-digits of the PCI field be visible for all agents?
What is the validity of our Freshdesk’s PCI compliance certification?
Will PCI compliance certification mean that there will be no breaches of data or cardholder information would not be at risk?
Is Freshdesk Level 1 PCI Compliant? What do these levels mean?
Is our PCI compliance better than Zendesk?
What is inadvertent exposure?
Freshdesk-Freshservice integration
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?
Will this integration work if the Freshdesk & Freshservice accounts are located in different data centers?
Is this integration available on the Freshdesk and Freshservice mobile apps?
Will any internal team on Freshservice be able to contact or respond to the customer?
Do Freshdesk or Freshservice teams need an additional license to access this integration?
Will Freshservice agents be able to change the status of the Freshdesk ticket?
Will the Freshservice agent be able to raise a Freshdesk ticket?
Can a ticket be raised from Freshservice to Freshdesk?
Will attachments be available on Freshdesk tickets, Freshservice incidents, and service requests?
Are error logs available for Freshdesk-Freshservice integration?
Will Freshdesk admins be able to draw analytics for tickets raised on Freshservice?
Will agents be notified via email for any ticket updates or responses on Freshdesk or Freshservice?
Will agents on Freshdesk be notified in-product when an internal team updates their status?