Your account's Administrator will be able to assign the role of Administrator to you under Admin > Team > Agents.
Freshdesk is a cloud-based software and is not an On-premise software that can be downloaded. However, you can use Freshdesk on your mobile device by download the ioS or the Android mobile app.
Only another Account Administrator would be able to grant you the Account Administrator Role. If you are already an Admin you would be able to identify who the Account Admin is by going to Admin > Team > Agents and the profile that you cannot edit would be the Account Admin's.
The Account Admin would be able to give you this by navigating to the Admin > Team > Agents >Edit, and if you're able to scroll further you would be able to assign roles to the agent. Please ensure you're given only the Account Administrator role and remove any other role if assigned.
Also, If that person is currently not associated with the company, please send an email to email@example.com with the person added in the CC so that we could do the needful for you.
The Freshdesk page has been blocked due to multiple hits on the portal link within a time frame. The page will automatically be unblocked after an hour. Please identify the reason for accessing the Freshdesk page multiple times so that this can be avoided in the future.
Also, as an immediate solution, you could make use of a different browser or network to log into Freshdesk.
You can contact your account's Administrator to change your email address under Admin > Team > Agents.
Change the settings under Admin > Channels > Portals > Settings > Who can view solutions and choose the option everybody, so that the customers can access the knowledge base without signing into the portal.
If you are not able to login to the account and if an error throws that says 'Unable to allocate a day pass for you, please contact your administrator', it indicates that you are added as an Occasional Agent in your account and your account does not have sufficient day passes to log in.
You can contact your Account Administrators and they can help you in purchasing day passes for logging in. A new day pass can be added to your account from under Admin > Account > Day passes. You can also view the day pass Usage History from under the same page.
Click on Admin > Workflows > Ticket fields and choose the option Edit beside the required field, make the changes, click on save and then finally click on done for the changes to be applied.
Under Admin > Security, there will be an option to send notifications to admin(s) of the Account when an agent is added or deleted, also when IP whitelist setting is modified.
The Freshdesk branding at the bottom of the customer support portal would automatically be removed once your account is upgraded to a paid plan.
The order of your SLA policies is important. The first SLA Policy that matches all conditions for a ticket will be applied to it, so remember to order your important rules closer to the top.
An agent can edit the canned responses created by oneself under Admin > Agent Productivity > Canned responses.
You can enable Captcha settings under Admin > Channels > Portals > Settings as shown below:
This will help avoid automated spam tickets raised from the portal.
You can create a portal by navigating to Admin > Support Operations > Multiple Products > Create New product. You have to set a new support email address for the portal and then have a CNAME and TXT record created for that portal in your DNS.
When an agent is locked due to multiple login attempts in the Freshworks login, an email would be immediately triggered to the agent's mailbox along with a link to unlock the account. The agent can themselves unlock their account by using that link.
If this was not received, you can always reach out to firstname.lastname@example.org so that we can help you out with this.
Audit Log in Freshdesk helps admins oversee the changes made in the account by others. This feature focuses on
What the change was
Who made this change and
When it was made
These logs will now assist Admins or Super Admins to go back to an older working setup if the latest changes, made by another Admin, doesn’t work too well.
Audit Log will assist you in viewing changes made to four specific modules:
Refer this link for more details.
The SLA timer will not run on tickets when the ticket is in an SLA OFF status. You could check if the SLA timer for the statuses that you had mentioned is turned OFF under Admin > Workflows > Ticket fields > Status.
Also, the SLA timer would not be running on tickets outside the business hours that you have configured for individual groups. You could check the business hours settings under Admin > Team > Groups.
But the automated emails sent through the email notifications/automation rules would not be considered as responses on the tickets as these are system generated events. Only a reply/public note from an agent would be considered as a first response on the ticket.
Any email that is added to a Freshworks product as an agent will have a Freshworks profile. If you want to change the email addresses associated with your product then it will have to be changed in the Admin settings of the product and not from your Freshworks profile.
There will be a different Freshworks profile created for that email address and you can set a new password for the same.
Once a survey response is sent by the customer we will not be able to edit it even if this was an error made by the customer. The survey response will be removed from the Reports if the ticket is deleted or marked as spam.
There is no limit for the number of occasional agents in your account. You could add as many occasional agents as you want. But occaisonal agents need a day pass to login to the account. For further information please refer this link.