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176 articles in Freshdesk
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How Do You Set Up Round-Robin Assignment in Freshdesk? (2026)
A step-by-step guide to Freshdesk automatic ticket assignment: enable round-robin under Group Properties, compare it to load-based and skill-based routing, and see where each lives
Why Are Freshdesk Notifications Not Working? Fixes for Agent and Requester Emails (2026)
Why Freshdesk email notifications silently drop — agent vs requester rules, the 'Notify agents' trap, automation conflicts, and deliverability. A step-by-step fix guide with a deci
How Do You Export All Tickets from Freshdesk in 2026? Full History, Conversation Text and Scheduled Exports
Export Freshdesk tickets properly: the UI export's blind spots, the API's 30-day default and 300-page cap, how to get conversation text, and scheduled exports.
How Do You Merge and Unmerge Tickets in Freshdesk? (2026)
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
How Do You Create Custom Ticket Fields in Freshdesk? (2026)
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
How to Set Up Canned Responses in Freshdesk: Folders, Placeholders, Short Codes and Sharing
Build Freshdesk canned responses properly: folders, dynamic placeholders, attachments, the three sharing scopes, inserting mid-reply, and where templates stop.
How Do You 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 Do You Set Up Ticket Escalations in Freshdesk? (2026)
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.
Why Are My Freshdesk Automations Not Firing? 8 Causes to Check
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 Do You Set Up SLA Policies in Freshdesk? Targets, Reminders and Escalations (2026)
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
Why Is My Freshdesk SLA Not Calculating Correctly? 6 Causes and Fixes (2026)
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 Do You Set Up Business Hours in Freshdesk? (2026)
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.
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