Freshdesk

10 min read· Jul 21, 2026

How to Export Tickets & Data from Freshdesk

A practical guide to exporting Freshdesk data: CSV/Excel ticket exports, scheduled Analytics exports, the daily ticket-activities JSON feed, and the REST API — plus where each one

10 min read· Jul 20, 2026

How to Merge & Unmerge Tickets in Freshdesk

A step-by-step guide to merging tickets in Freshdesk: choosing the primary ticket, what happens to secondaries, why you can't truly unmerge, and how the Auto Ticket Merger app hand

10 min read· Jul 20, 2026

How to Create Custom Ticket Fields & Forms in Freshdesk

A step-by-step guide to building custom ticket fields and forms in Freshdesk: every field type, dependent fields, dynamic sections, agent-only vs customer-facing settings, plan lim

9 min read· Jul 20, 2026

How to Set Up Canned Responses in Freshdesk

A step-by-step guide to Freshdesk canned responses: build folders, add dynamic placeholders, insert them in a reply, and share them across agents — plus where the native feature st

10 min read· Jul 20, 2026

How to Set Up CSAT Surveys in Freshdesk

A step-by-step guide to Freshdesk CSAT surveys: enable the module, customise the question and point scale, choose the trigger point, pick channels, and read the report — plus where

10 min read· Jul 20, 2026

How to Set Up Ticket Escalations in Freshdesk

Set up Freshdesk escalations two ways: SLA-breach escalations and time-triggered Supervisor rules. Exact menu paths, plan gating, the native limits, and where an AI layer helps.

9 min read· Jul 20, 2026

Freshdesk Automations Not Firing: A Troubleshooting Checklist

A ranked checklist for when Freshdesk automations aren't firing: rule order, first-matching-rule, conditions, deleted fields, agent requesters, time triggers, and the activity log.

10 min read· Jul 20, 2026

How to Set Up SLA Policies in Freshdesk

A step-by-step guide to configuring Freshdesk SLA policies: response and resolution targets by priority, reminders, escalations, a worked P1/P2 example table, and where the native

10 min read· Jul 19, 2026

Freshdesk SLA Not Calculating Correctly: Fixes

Why your Freshdesk SLA timer looks wrong — business-hours mismatches, priority overrides, day-based SLA changes, policy ordering, and reminders — plus a checklist to fix each one.

10 min read· Jul 19, 2026

How to Set Up Business Hours in Freshdesk

Step-by-step: configure Freshdesk business hours, add multi-timezone calendars and holiday lists, assign them to groups, and see exactly how they drive SLA timers.

9 min read· Jul 19, 2026

How to Set Up Automations in Freshdesk (Dispatch'r & Supervisor)

A step-by-step guide to setting up Freshdesk automation: build one real ticket-creation (Dispatch'r) rule and one time-triggered (Supervisor) rule, plus a when-vs-time decision tab

7 min read· Jul 19, 2026

The Best Freshdesk Automations to Set Up (with AI)

The best Freshdesk automations to set up in 2026 — native Dispatcher, Supervisor, and Observer rules for routing and SLAs, plus where an AI agent layer picks up the judgment-based