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177 articles in Freshdesk
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Freshdesk Custom Reports & Analytics Explained
How to build custom-report widgets in Freshdesk Analytics, a plain-English metrics glossary, scheduling and export, plan gating from Pro onward, and where the native analytics stop
Freshdesk Email Explained: Support Mailboxes, Signatures & Templates
A reference on Freshdesk email: how support mailboxes turn into tickets, agent signatures, reply templates, how threading works, and the advanced email settings that control it all
Freshchat vs Freshdesk (and How They Work Together)
Freshchat is real-time chat; Freshdesk is ticketing. Here's what each Freshworks product is for, where they overlap, how the native integration links them, and how to choose.
Freshdesk Agent Shifts, Availability & Out-of-Office Explained
How Freshdesk agent availability works: default and custom agent statuses, agent shifts, out-of-office handling, and how availability drives ticket assignment — plus the plan gatin
Freshdesk Groups Explained (Support Groups & Assignment)
How Freshdesk groups actually work: group vs team, business hours per group, group-based SLA and automation, the round-robin/load-based/skill-based routing choice, and where the na
Freshdesk Agent Roles & Scopes Explained
How Freshdesk agent roles and ticket scope actually work: full-time vs occasional agents, default and custom roles, global/group/restricted scope, a decision table, and where the n
Freshdesk Ticket Assignment Explained (Round-Robin, Load-Balanced, Skill)
The three Freshdesk automatic routing engines compared — round-robin, load-balanced, and skill-based — with exact menu paths, plan gating, a decision table, and where each one brea
Freshdesk Portal Themes & Templates Explained
How Freshdesk portal themes and templates work: the theme gallery, Clone & Edit, basic vs advanced CSS/Liquid customization, the 17 editable pages, multi-product portals, and where
Freshdesk Ticket Views Explained (Default, Shared & Custom)
How Freshdesk ticket views work: the default/system views, building filtered custom views, sharing scope (Just me vs All agents), layout and export controls, and where the native f
Freshdesk Time Tracking Explained (Billable Hours & Timesheets)
How Freshdesk time tracking works: manual vs automatic timers, the billable toggle, the Time Sheet Summary report and CSV/PDF export, plan gating, and where the native feature stop
Freshdesk CSAT & Satisfaction Surveys Explained
How Freshdesk CSAT surveys work: question and rating types, point scales, which channels fire them, when they send, plan gating, and where scores surface in Analytics.
Freshdesk Ticket Forms & Templates Explained (Multiple Forms)
How to set up multiple ticket forms on your Freshdesk portal and ticket templates for repetitive requests: exact menu paths, plan gating, a forms-vs-templates decision table, and w
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