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176 articles in Freshdesk
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How Do Freshdesk CSAT Surveys Work? Setup, Point Scales and Reports (2026)
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.
How Do Freshdesk Ticket Forms and Templates Work? (2026 Setup Guide)
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
What Are Freshdesk Ticket Type, Priority, Status and Source? The Four Fields 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 Closed vs Resolved: What's the Difference, and Why Do Replies Reopen or Fork?
Resolved vs Closed in Freshdesk, why a reply reopens one ticket and forks another, the threading interval that decides it, custom statuses and SLA timers.
What Are Freshdesk Scenario Automations and How Do You Run Them in Bulk?
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
How Do Freshdesk Business Hours Work? Timezones, Holidays and SLAs (2026)
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.
How Much Does Freddy AI Cost on Freshdesk vs an AI Agent Layer? (2026)
An honest look at Freddy AI pricing on Freshdesk: Freddy bills per session, an AI agent layer bills per ticket. What each really costs, where Freddy's native automation stops, and
How Do Freshdesk Agents, Roles, and Groups Work? (2026)
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
How Do Freshdesk Automations Work? Dispatch'r, Observer, Supervisor and Scenarios (2026)
Freshdesk automation end to end: Dispatch'r, Observer and Supervisor rules, step-by-step setup, scenarios, the hourly-sweep quirks, and copyable recipes.
How Do Freshdesk SLA Policies and Business Hours Work? (2026)
How Freshdesk SLA policies and business hours actually work — response and resolution targets, priority tiers, first-matching-policy logic, reminders, and escalations — plus where
What Is the Freshdesk Customer Portal? Features, Plans and Setup (2026)
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
How Do Freshdesk Ticket Fields and Forms Work? Custom Fields, Dynamic Sections and Plans (2026)
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
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