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Freshdesk Contacts & Companies Explained
How Freshdesk contacts and companies work: the record structure, custom contact and company fields, importing customer data, and how to scope an SLA policy to a company segment — p
Gorgias Ticketing vs a CRM: What Data Lives Where
A practical data-model breakdown of Gorgias: what lives on the contact vs pulled from Shopify vs stamped on the ticket — customer fields, order data, tags — and where the boundary
Freshdesk Ticket System Explained (The Complete Overview)
A whole-system overview of the Freshdesk ticket system: the Tickets workspace, views, filters, properties pane, and the Open-to-Closed lifecycle as one connected system.
Gorgias Revenue Statistics Explained (Support-Driven Sales)
How Gorgias Revenue statistics attribute sales to support: converted tickets, conversion rate, total sales from support, the 3-day window, refunds, Shopify gating, and where it bre
Front Snooze, Reminders & Follow-Ups Explained (Never Drop a Thread)
How Front's follow-up system works: snooze-until, reminders, Send & Snooze, custom snooze times, and auto-follow-up rules — the workflow that stops threads slipping through the cra
Freshdesk Automation Rule Order & Execution Explained
How Freshdesk automation rules actually run: top-down order, execute-first-matching-rule vs execute-all-matching-rules, ticket creation vs updates vs hourly triggers, and where the
Gorgias Channels Explained (Email, Chat, Social, SMS, Voice)
The full Gorgias multichannel map: how email, chat, Facebook/Instagram, SMS and Voice each become a ticket, the exact Settings paths, per-channel quirks, and where the native setup
Front Collision Detection & Presence Explained (2026)
How Front's real-time collision detection and presence work: seeing who's viewing or replying, the participants menu, teammate status colors, shared drafts, and how they stop two p
Freshdesk Tags Explained (and How to Use Them Well)
What Freshdesk tags are, how to add and manage them, tag-based automations and reports, honest limits, and how AI auto-tagging by intent keeps your tags clean.
Gorgias API Explained (Auth, Rate Limits & Endpoints)
A reference to the Gorgias REST API: HTTP Basic auth, the leaky-bucket rate limits (40 vs 80 req/20s), core endpoints, HTTP-integration webhooks, and where it's Shopify- or plan-ga
Front Teammates, Teams & Permissions Explained (2026)
How Front teammates, teammate groups, roles and permissions work: seats and per-seat billing, member vs admin vs custom roles, inbox access scope, and why granular permissions are
Freshdesk Copilot vs an AI Agent Layer
Freddy AI Copilot drafts replies for your agents; an AI agent layer resolves tickets on its own. Here's what each does, how they're priced, and where each earns its keep on top of
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