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177 articles in Freshdesk
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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
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.
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.
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
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.
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.
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
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
How to Add an AI Agent to Freshdesk (Beyond Freddy)
A practical guide to adding an AI agent to Freshdesk in 2026 — what Freddy does natively, where a model-agnostic AI agent layer running on top of Freshdesk extends it, and how to c
How to Build an AI Agent for Freshdesk (2026)
Build an AI agent for Freshdesk — the Freshdesk API path (tickets, reply, update) with code, the production work it takes, and the fastest route: a native Freshdesk connector that
Freshdesk Support Comes to Macha: An AI Agent Layer for Your Helpdesk
Macha now connects to Freshdesk — 15 tools, webhook triggers, and AI agents that read, reply to, route, and resolve tickets inside the helpdesk you already run.
How to Reply to Freshdesk Tickets Using Knowledge Base Articles (Automatically)
Three ways to reply to Freshdesk tickets from your knowledge base — built-in Suggested Solutions, Freddy AI, and an AI agent that drafts the reply and updates the ticket.
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