Freshdesk

10 min read· Jul 11, 2026

Freshdesk Ticket Views Explained (Default, Shared & Custom)

How Freshdesk ticket views work: the default/system views, building filtered custom views, sharing scope (Just me vs All agents), layout and export controls, and where the native f

9 min read· Jul 11, 2026

Freshdesk Time Tracking Explained (Billable Hours & Timesheets)

How Freshdesk time tracking works: manual vs automatic timers, the billable toggle, the Time Sheet Summary report and CSV/PDF export, plan gating, and where the native feature stop

10 min read· Jul 10, 2026

Freshdesk CSAT & Satisfaction Surveys Explained

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.

9 min read· Jul 10, 2026

Freshdesk Ticket Forms & Templates Explained (Multiple Forms)

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

10 min read· Jul 10, 2026

Freshdesk Ticket Types, Priority & Source 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.

10 min read· Jul 10, 2026

Freshdesk Ticket Statuses & Lifecycle Explained

How Freshdesk ticket statuses work: the four default statuses, custom statuses, how each one starts or freezes SLA timers, the full ticket lifecycle, and native limits.

10 min read· Jul 10, 2026

Freshdesk Scenario Automations Explained (One-Click Bulk Actions)

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

10 min read· Jul 9, 2026

Freshdesk Business Hours Explained (Multi-Timezone & Holidays)

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.

11 min read· Jul 9, 2026

Freshdesk Freddy Pricing vs an AI Agent Layer: The Real Cost

An honest look at Freddy AI pricing on Freshdesk — Freddy bills per session, an AI agent layer bills per action. What each really costs, where Freddy's native automation stops, and

8 min read· Jul 9, 2026

Freshdesk Agents, Roles & Groups Explained

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

8 min read· Jul 9, 2026

Freshdesk Automations Explained: Dispatch'r, Supervisor & Observer

A clear reference to Freshdesk automation: what Dispatch'r, Supervisor, and Observer rules do, when each runs, real example rules, native limits, and where an AI agent layer extend

10 min read· Jul 9, 2026

Freshdesk SLA Policies & Business Hours Explained

How Freshdesk SLA policies and business hours actually work — response and resolution targets, priority tiers, first-matching-policy logic, reminders, and escalations — plus where