Freshdesk

10 min read· Jul 13, 2026

Freshdesk Webhooks Explained (Triggers & Payloads)

How Freshdesk webhooks work: the Trigger Webhook automation action, request types, JSON payload structure with placeholders, retry behaviour, rate limits, and where the feature is

9 min read· Jul 13, 2026

Freshdesk Field Service Management Explained

What Freshdesk Field Service Management is, who needs it, and how it works: service tasks, appointments, the scheduling dashboard, the field technician add-on and its pricing — plu

9 min read· Jul 13, 2026

The Freshdesk Marketplace Explained (How Apps & Custom Apps Work)

How the Freshdesk Marketplace works — installing public apps, building account-private custom apps, install scopes, plan gating, and where the app model runs out of road.

9 min read· Jul 13, 2026

Freshdesk Dashboards Explained (Team & Custom Dashboards)

How Freshdesk dashboards work: the live built-in agent dashboard, team dashboards, custom dashboard widgets, wallboard use, plan gating, limits, and where they stop.

9 min read· Jul 12, 2026

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

9 min read· Jul 12, 2026

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

9 min read· Jul 12, 2026

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.

10 min read· Jul 12, 2026

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

9 min read· Jul 12, 2026

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

10 min read· Jul 11, 2026

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

10 min read· Jul 11, 2026

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

10 min read· Jul 11, 2026

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