Multiple Products

Multiple products let you set up separate support portals for each of your products, giving each of them a separate platform and a unique URL. 

Also, you'll gain the ability to restrict solution and forum categories specific to products without additional account charges. When you have different services or products for which you need independent support portals, they all could be integrated within the same account using this feature. 

The Multiple Products feature is available from the Estate Plan onwards in Freshdesk.

To set up a new product, please navigate to Admin > Support Operar > Multiple Products and then click on New Product. Enter the details related to the product and a new email address for this product is mandatory. 

Configure separate support emails for each product. They can be automatically queued in a specific group by filling in the details requested under 'Product Support Email'.

This article provides additional information on this process.

Yes, please navigate to Admin > Channels > Email. Here, you could see the list of support email addresses that could be associated with the products added in Admin > Support Operations > Multiple products. 

Kindly click on edit next to the support address and choose the product under "Link this support email with a product." Note that this product should already be added to the helpdesk. 

Multiple portals will look like two different websites from the customers' point of view. 

Once a customer is signed up on a portal, he/she can use the same credentials to log into the other portal as well, depending on how the URLs are exposed. You would be able to determine the portal access by changing the user permissions in Admin -> Portals -> settings. 

 Please navigate to Admin > Workflows > Email Notifications > Requester Notifications > click on insert placeholder and include the placeholder for product-specific URL. This would allow customers to navigate to the support of the appropriate product. 

Yes, agents can be provided with access to view different products, and SLAs can be shared between different products as well.

Please navigate to Admin > Workflows > SLA policies > click on new policy and choose "Apply this SLA to" where you could add products for which the SLA is applied.

Please navigate to Admin > Workflows > SLA Policies > click on Edit next to a new SLA policy. 

Inside this page, you would find the option called 'Apply this to' that you could use to associate the policy to any of the products you have created. Kindly note that this option would not be available for the "Default SLA policy."

Yes, this is possible. Please navigate to Admin > Workflows > Email Notification > Template > Agent Reply Template and click on "insert placeholder which would give you the placeholders available in the system. Kindly choose the placeholder "{{ticket.portal_url}}” under helpdesk options to add it in your reply and position it according to your preference.

This will insert a product-specific ticket URL inside a ticket rather than the generic ticket URL which would map the customers to the right portal. 

The visibility of solution articles can be set by entering the necessary solution articles in the "Solutions" tab under the Portal categories of the respective portal. Please navigate to Admin ­> Channels > Portals > Corresponding portal name and add these articles in its solutions tab. 

If you have articles common to more than one or two portals, kindly click on edit in the category to choose the portals the category must be visible in. 

Further, visibility could be set to logged-in users or all users within the folder where it could be changed according to your requirement. Another alternative is to set user permission for the solutions in Admin -> Channels -> Portals -> settings -> User Permissions -> who can view the solution articles. 

Once multiple products are set up under a single account mycompany.com pointing to (companyname.freshdesk.com), the different products could be identified by a vanity URL.

This vanity URL should point to the product's Freshdesk URL; i.e. if product1.companyname.com and product2.company.com are vanity URLs of the portal, then point the CNAME to companyname.freshdesk.com.

This will ensure that you have multiple brands from a customer's perspective, but all under the same Freshdesk account from an agent's point of view which increases the overall productivity. 

Please navigate to solutions tab of the portal and click on the category which needs to be visible in the product portal as well. Once you are on that page with the category and the list of folders please click on the "pen and paper" icon next to the heading which allows you to edit the category. 

Kindly choose the product portal in "visible in portal" option. This will ensure that the articles under this category will only be visible on the associated product portal.

Please navigate to the "Tickets" tab on the global header next to the dashboard where you could see all the tickets in your view or a list of tickets depending on the filters chosen. 

You could remove all the other filters and choose the "Product" name alone using the Product field. If you have access to view all tickets, you will be able to view all tickets for that particular product, under this view. Kindly make sure you have global access (in agent profile) to view all tickets. 

The scope of an agent can be based on the groups in the portal. Please navigate to Admin -> Team -> Agents -> click on edit to associate groups within the profile. 

This group could be routed to a product under Admin­­ -> Support Operations -> Multiple Products­­ -> Edit the product­­ -> Assign to Group and agents who specifically need to access this product could be added to that Group under Admin -­­> Team -> Groups. They are the ones with group access on the portal. This would restrict them to a particular product portal. 

With the Multiple Products feature available in Freshdesk, you can create several products, depending on your plan type. If you have set up your Freshdesk account to support multiple products, you must include proper branding in all your outgoing messages.  

Here are the two stages in setting up product-based email notifications in Freshdesk.

1. Disable default email notifications
2. Use product-specific placeholders in automation rules
   

Disable default email notifications

Disabling the default email notifications is imperative as they are generic and not entirely product-specific. As an administrator of your Freshdesk account, you can disable them by following the steps below. 

1. Navigate to Admin from the menu. Select Workflows and click on Email Notifications.

2. Click on the active green toggle button next to the email notification to disable them.

   
   

   

Use product-specific placeholders in automation rules

Use the automation rules on ticket creation and ticket updates to send product-specific email notifications for new tickets and replies.

Make sure to perform the following three key changes while creating the automation rules to customize email updates.

1. Choose Condition as 'Product is.' 

2. Action as send 'Email to Requester'.

3. Make use of product-specific placeholders under the Action section.

   
   

   
   

The default placeholder '{{activation_url}}' under Admin -> Workflows -> Email notification -> Requester notifications -> User activation will automatically send a URL based on the product without any prior configuration. 

Please navigate to Admin -> Channels ­-> Facebook -> click on Edit corresponding to a particular page. Once there, you would be able to edit the page and choose a product in "link to Product."

Kindly note that one Facebook page could be linked to one product only.