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177 articles in Freshdesk
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Freshdesk Ticket Types, Priority & Source Explained
A plain-English guide to Freshdesk's built-in categorisation fields — Type, Priority, Status, and Source — how each is set, what's editable, and how automations key off them.
Freshdesk Ticket Statuses & Lifecycle Explained
How Freshdesk ticket statuses work: the four default statuses, custom statuses, how each one starts or freezes SLA timers, the full ticket lifecycle, and native limits.
Freshdesk Scenario Automations Explained (One-Click Bulk Actions)
Freshdesk Scenarios let an agent run a whole set of ticket actions in one click — from a ticket or in bulk. How they work, how they differ from Dispatch'r, real steps, native limit
Freshdesk Business Hours Explained (Multi-Timezone & Holidays)
How Freshdesk business hours work: calendar vs business hours, multiple timezones per group, holiday lists, and exactly how they drive your SLA clock — plus the native limits.
Freshdesk Freddy Pricing vs an AI Agent Layer: The Real Cost
An honest look at Freddy AI pricing on Freshdesk — Freddy bills per session, an AI agent layer bills per action. What each really costs, where Freddy's native automation stops, and
Freshdesk Agents, Roles & Groups Explained
How Freshdesk agents, roles, and groups work in 2026: full vs occasional agents, default vs custom roles and permissions, groups and ticket routing, plus where an AI agent layer ta
Freshdesk Automations Explained: Dispatch'r, Supervisor & Observer
A clear reference to Freshdesk automation: what Dispatch'r, Supervisor, and Observer rules do, when each runs, real example rules, native limits, and where an AI agent layer extend
Freshdesk SLA Policies & Business Hours Explained
How Freshdesk SLA policies and business hours actually work — response and resolution targets, priority tiers, first-matching-policy logic, reminders, and escalations — plus where
The Freshdesk Customer Portal Explained (2026): Self-Service, Setup & AI
What the Freshdesk customer portal is and how it works in 2026: the self-service knowledge base, ticket submission and tracking, community, Marina themes and CSS customization, pla
Freshdesk Canned Responses Explained
What Freshdesk canned responses are, how to create and organize them in folders, how placeholders work, and where an AI agent layer picks up when saved replies stop scaling.
Freshdesk Ticket Fields & Forms Explained (Custom & Dynamic)
How Freshdesk ticket fields and forms work in 2026: default vs custom fields, field types, required-for-customers/agents, dynamic (dependent) sections, and where an AI agent layer
Freshdesk Reports & Analytics Explained
A plain-English guide to Freshdesk reporting: curated vs custom reports, the Analytics module, ticket-volume, SLA and agent-performance metrics, filters and schedules — plus where
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