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Freshdesk FAQ
Self Service Portal
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What is Freshdesk?
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How do I create a new Freshdesk Account?
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How do I restrict customers from editing the ticket properties after a ticket is submitted?
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How to ensure that users do not change their email address while submitting a ticket, from the portal?
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How to hide the portal and solution articles from being crawled on a Google search?
Contacts & Companies
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How can I onboard my customers into Freshdesk?
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How do I send an activation email to the customers to start using their portal?
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How can I send activation emails in bulk?
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Can I resend an activation link to a customer?
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My customers are getting the error 'You are not authorized to access portal' - how can I fix this?
Helpdesk Rebranding
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What is the difference between the New > Ticket and the New > Email option?
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How do I auto-fill fields when I'm creating a new ticket as an Agent?
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How do I save the filters I apply under the Tickets tab?
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Why is a different language being displayed when I log in to the portal?
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How can I disable the option for requesters to sign up to our helpdesk?
Help on Login & SSO
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How can I login to my account?
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Why am I not able to login to my Freshdesk account?
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How does SSO in Freshdesk work?
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How to reset my password?
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Where do I configure Single Sign On within Freshdesk?
SSL & Security
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Data storage and data security in Freshdesk
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Why are we getting a 'connection insecure' error when we try to access our support URL?
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What is the pricing for SSL certificates? Does it differ with respect to plan?
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How do I request a new SSL certificate?
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Can we use a wildcard SSL certificate with Freshdesk?
Social
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Are Facebook posts real-time?
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Why am I not able to associate my Facebook page with Freshdesk?
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Why are my company's posts not being converted to tickets, even though I've selected that option?
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How can we choose between replying to a comment and replying to a post on Facebook?
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Why is the reply option not available on a few tickets created from Facebook?
Ticketing Workflow
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How do I create a custom ticket view?
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How do I specify time range for export?
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Where is the option to forward a ticket ?
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What is the size limit for attachments to a ticket reply?
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What is the maximum size of a file that can be attached to a ticket ?
Automatic Ticket Distribution
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Does the Round-Robin functionality work only during business hours?
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Does the Round-Robin assign tickets in alphabetical order?
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What happens to a ticket when the caps for all agents are met?
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How does Automatic ticket assignment work after an agent logs out
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What is automatic ticket assignment?
Business Hours & SLAs
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What is an SLA and how do I create a new SLA policy?
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Can individual SLA policies be set up for different companies?
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When a ticket is created, does the timer start right away? How can I stop the timer when I respond to a customer?
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How do I change the Due Time of a Ticket?
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What is the difference between "response due" and "overdue"?
Reports
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What are the different types of reports available across various plans in Freshdesk?
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How to periodically schedule the available reports?
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How to export tickets to a particular email address?
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How can I receive a PDF format of the report directly?
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What will happen to my reports if I delete an invalid ticket?
Analytics
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I belong to Estate plan. But, why am I not able to create a custom report?
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What is the difference between Curated and Custom reports?
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How to find out the raw data belonging to a particular widget?
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How do I export the report data from Analytics?
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Can I schedule a report in Analytics?
Knowledge Base
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Is there way to add tickets automatically to the solutions or knowledge base?
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What is Multilingual Knowledge Base / Which plan can I see this in?
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How to add an article in its translated version ?
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How to create articles in multiple languages?
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Can I change the primary language after enabling multilingual support ?
Community & Forums
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From which plan is the Forums available in Freshdesk?
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What is the hierarchy of the community forums in Freshdesk?
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How to automatically convert forum topics to tickets?
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How to setup private forums?
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Users are complaining that they are required to enter Captcha each time they start a Forum topic/ creating a ticket. How to have this disabled?
Mobile & Apps
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I am trying to setup the helpdesk on my iPhone and it's prompts me for my company url. Please help me!
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Can I use my custom vanity URL to login to the Freshdesk mobile app?
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Can I use the SSO that I've set up to log into the Freshdesk mobile app?
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I am not able to login to my account through the mobile app. Why?
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Is there an app where my customers or clients can login to raise tickets?
Multiple Products
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What do you mean by multiple products?
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Why would I need to set up Multiple Products in Freshdesk?
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How do I set up multiple products on a portal?
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Where do I enter the URL for my new product ?
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Is it possible to reassign a support email address from the main portal to one of the products?
Email notifications
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How to enable or disable email notifications?
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Why am I, as an agent, not getting notifications when a new ticket is created?
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Why are my requesters receiving two emails notifications when a new ticket is created?
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How do I stop my users from receiving an email to sign up for the portal?
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How to edit automatic email notifications?
Arcade & Gamification
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How are the points calculated for the Leaderboard?
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How can I reset the gamification points?
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How do I create custom quests?
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How can I edit the level of each agent manually?
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How will agents be notified when they complete a quest?
Customer Satisfaction Surveys
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How can I have more than a 3 point scale on my Customer satisfaction surveys?
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How do I change the Survey Pitch?
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How can I have a questionnaire after the default survey is sent out?
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I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible?
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I have configured the Customer satisfaction surveys right, but when I run a quick test, I do not get the survey.
Accounts - Plans & Billing
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Where can I see my current plan?
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How to upgrade my plan in Freshdesk?
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Is it possible to change the invoice address?
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How do I export the data in my account?
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How do I export my helpdesk data?
Integrations
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How to add Apps to my Freshdesk Account?
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Why is it that a comment in JIRA is added in Freshdesk under a different username?
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Why is a ticket created in Freshdesk whenever a comment is added in JIRA?
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Why isn't status mapping in JIRA working for me?
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How to attach files which are larger than 20 MB?
API & Webhooks
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What are Webhooks?
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Where can I find my API key?
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How do I create an app?
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Is there any documentation for the APIs on Freshdesk?
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Can I add images to solution articles using API?
Advanced Ticketing features
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How to create parent and child tickets?
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When does Shared Ownership come into play?
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Is it possible to link tickets in Freshdesk?
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Can a related ticket be unlinked ?
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When can we close the parent ticket?
Dashboard
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'Error loading widget' - Error message on Team Dashboards
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How to check the agent's availability for automatic ticket assignment?
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Which ticket statuses are considered in the On-Hold count?
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Who can create Team Dashboards?
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Who can view Team Dashboards?
Admin Settings
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I want to login as Administrator
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Can I download Freshdesk?
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How to make myself an Account Administrator?
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Hi, is there a storage limit on your platform?
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What to do if account is blocked due to high traffic?
Field Service Management
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I do not see the Field Service Management option in the Admin tab. Why?
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How much do field technician licenses cost?
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Can I use Freshdesk without Field Service Management or Field Technician licenses?
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What is the difference between a Field Technician license and a Helpdesk agent license?
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How different is login for a Field Service Agent?
Other Products
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What is Freshconnect?
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How can I start a conversation with an external member using Freshconnect?
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How will I be notified in Freschconnect?
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How do I find my Freshdesk Account URL using my email address?
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How to create leads in Freshsales from Freshdesk?
PCI-DSS Compliance
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What is PCI Compliance?
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Why is PCI compliance important?
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What is cardholder data (CHD)?
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Are Freshdesk (standalone version) and Freshdesk Omnichannel PCI compliant?
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Who provided the PCI-DSS certification for Freshdesk?
Freshdesk-Freshservice integration
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Which teams need to be on Freshdesk and Freshservice?
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Can multiple Freshdesk instances be connected to one Freshservice instance or vice versa?
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Will the Freshdesk-Freshservice integration use any account API limits?
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Can a Freshdesk ticket be linked to multiple Freshservice tickets?
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Can multiple Freshdesk tickets be linked to a Freshservice ticket?
