Q. What is the new ‘Freshworks’ sign in?

  • The Freshworks sign in is the new authentication process to enable access to all Freshworks products. You will be redirected to accounts.freshworks.com to sign in into Freshdesk and other Freshworks products.


Q. Why are we migrating away from the current sign in process? 

  • The current application specific log-in process does not allow access to all Freshworks products with the same credentials. Hence, we introduced a Freshworks sign in that would simplify the authentication process for the Freshworks suite of products (this includes Freshchat for chat, Freshservice for ITSM, Freshcaller for call center agents, Freshconnect for collaboration and Freshsales for CRM).


Q. When and how is the Freshworks migration happening?

 

  • The change in the login process would be done in batches starting 11th of January 2018 and it will be a phased rollout. 


Q. Will the Freshworks migration apply to both agents and end users? 

  • The migration applies only to agents in your team and not end users such as the customers of your company. If you are an agent, click on the “Are you an Agent? Sign in here” link. 

  • You will be redirected to the new Freshworks login page where you can use your existing Freshdesk credentials or associated Google account to sign in to your Freshworks account. 

  • If you have forgotten your credentials, you can reset them using the ‘forgot password’ link on the same page.

  • The default password policy ensures that passwords have a minimum of 8 characters and that the username is not a part of the password. 



Q. Will this migration affect my data or configurations in any manner?

  • No, this migration does not affect your existing account in anyway, all your data and configurations in Freshdesk will be ported as well.


Q. What do I do if I cannot remember my existing Freshdesk sign in credentials? 

  • If you have forgotten your credentials, you can reset them using the ‘forgot password’ link on the same page. If you are still having issues, drop us a line at support@freshdesk.com


Q. What if I already have a Freshworks account? 

  • In this case, you can just use your existing Freshworks credentials to sign in to your Freshdesk account.


Q. How do I update my profile settings in my Freshworks account? 


If you wish to update your profile settings, 

  • You can review your basic profile settings like Title, Timezone, Language and Signature on the profile settings page.

  • You can review your user-specific settings such as First Name, Last Name, Phone and Password can be updated by clicking on the “Change your profile info or password” link from the profile settings page. 



Q. What happens if I am an agent that uses API login /  Key based login ?

  • Accounts that use API username/password based authentication or Key based authentication will not be impacted by the Freshworks migration.


Q. What happens if I am an agent that uses SAML / SSO login?

  • Accounts that use SAML / SSO login will have to re-configure their SSO with the Freshworks identity platform. These accounts will be handled on a case by case basis.


Q. What happens when an Admin converts a User to an Agent?

  • When you add a contact, the contact receives an activation email.

  • Once the account is activated, you can convert the contact to an Agent by clicking on the Convert to Agent option on the action bar.

  • Choose if you want to convert the contact into a Full-time agent or an Occasional agent

  • The agent receives a Freshworks activation email which needs to be activated by setting up a password.

  • Now the agent can sign in with the newly set up credentials.'


Q. What happens when an Admin converts an Agent to a User?

  • An agent can be converted into a contact by clicking on the Admin tab > Agents > Convert to contact.

  • Once the agent has been converted into a contact, the contact will be prompted to reset the password before he can sign in to the customer portal.



Q. How do I permanently delete the profile of an agent?

  • The admin can navigate to an agent’s profile and 'Delete' the agent.
  • When you delete an agent from Freshdesk, all tickets assigned to that agent will automatically become unassigned and the agent would be converted into a customer in your Freshdesk Account. 
  • To permanently delete this agent, follow same steps as you would to delete a contact.
  • If the deleted contact has been an agent with the account, we anonymise their data and permanently delete their PII (Personally Identifiable Information) but not their contributions to the business like tickets responded to, knowledge base articles created, etc as that would be detrimental to business and is construed as property of the organization.


Q. What happens when an Admin updates agent details?

  • When an admin updates an agent email address, the agent receives an activation email. The agent can sign in with the new email address.

  • If the updated email address already exists with Freshworks, then the agent would receive an invitation email.

  • The name of the agent is fetched from the email address that is associated with the particular agent.


Q. What happens when an Admin adds a new agent?

  • When an admin adds a new agent to the helpdesk, the agent receives an activation email. The agent can sign in with the new email address similarly.

  • The name of the agent is fetched from the email address that is associated with the particular agent.


Q. What other Freshworks products can I use ?

  • Freshchat, Freshmarketer, Freshconnect, Freshsales, Freshcaller and Freshteam can be accessed with your Freshdesk credentials, post-migration. Freshservice will be available soon. 


Q. What is the new ‘Freshworks’ sign in?

  • The Freshworks sign in is the new authentication process to enable access to all Freshworks products. You will be redirected to accounts.freshworks.com to sign in into Freshdesk and other Freshworks products.


Q. Why are we migrating away from the current sign in process? 

  • The current application specific log-in process does not allow access to all Freshworks products with the same credentials. Hence, we introduced a Freshworks sign in that would simplify the authentication process for the Freshworks suite of products (this includes Freshchat for chat, Freshservice for ITSM, Freshcaller for call center agents, Freshconnect for collaboration and Freshsales for CRM).


Q. When and how is the Freshworks migration happening?

 

  • The change in the login process would be done in batches starting 11th of January 2018 and it will be a phased rollout. 


Q. Will the Freshworks migration apply to both agents and end users? 

  • The migration applies only to agents in your team and not end users such as the customers of your company. If you are an agent, click on the “Are you an Agent? Sign in here” link. 

  • You will be redirected to the new Freshworks login page where you can use your existing Freshdesk credentials or associated Google account to sign in to your Freshworks account. 

  • If you have forgotten your credentials, you can reset them using the ‘forgot password’ link on the same page.

  • The default password policy ensures that passwords have a minimum of 8 characters and that the username is not a part of the password. 




Q. Will this migration affect my data or configurations in any manner?

  • No, this migration does not affect your existing account in anyway, all your data and configurations in Freshdesk will be ported as well.


Q. What do I do if I cannot remember my existing Freshdesk sign in credentials? 

  • If you have forgotten your credentials, you can reset them using the ‘forgot password’ link on the same page. If you are still having issues, drop us a line at support@freshdesk.com


Q. What if I already have a Freshworks account? 

  • In this case, you can just use your existing Freshworks credentials to sign in to your Freshdesk account.


Q. How do I update my profile settings in my Freshworks account? 


If you wish to update your profile settings, 

  • You can review your basic profile settings like Title, Timezone, Language, and Signature on the profile settings page.

  • You can review your user-specific settings such as First Name, Last Name, Phone, and Password can be updated by clicking on the “Change your profile info or password” link from the profile settings page. 



Q. What happens if I am an agent that uses API login /  Key based login ?

  • Accounts that use API username/password based authentication or Key based authentication will not be impacted by the Freshworks migration.


Q. What happens if I am an agent that uses SAML / SSO login?

  • Accounts that use SAML / SSO login will have to re-configure their SSO with the Freshworks identity platform. These accounts will be handled on a case by case basis.


Q. What happens when an Admin convert a User to an Agent?

  • When you add a contact, the contact receives an activation email.

  • Once the account is activated, you can convert the contact to an Agent by clicking on the Convert to Agent option on the action bar.

  • Choose if you want to convert the contact into a Full-time agent or an Occasional agent

  • The agent receives a Freshworks activation email which needs to be activated by setting up a password.

  • Now the agent can sign in with the newly set up credentials.'


Q. What happens when an Admin convert an Agent to a User?

  • An agent can be converted into a contact by clicking on the Admin tab > Agents > Convert to contact.

  • Once the agent has been converted into a contact, the contact will be prompted to reset the password before he can sign in to the customer portal.


Q. What happens when an Admin updates agent details?

  • When an admin updates an agent email address, the agent receives an activation email. The agent can sign in with the new email address.

  • If the updated email address already exists with Freshworks, then the agent would receive an invitation email.

  • The name of the agent is fetched from the email address that is associated with the particular agent.


Q. What happens when an Admin adds a new agent?

  • When an admin adds a new agent to the helpdesk, the agent receives an activation email. The agent can sign in with the new email address similarly.

  • The name of the agent is fetched from the email address that is associated with the particular agent.


Q. What other Freshworks products can I use ?

  • Freshchat, Freshmarketer, Freshconnect, Freshsales, Freshcaller and Freshteam can be accessed with your Freshdesk credentials, post-migration. Freshservice will be available soon.