Freshdesk Admin Guide 

Multi-Channel Support 

Convert your support emails into Freshdesk tickets 

When you create a Freshdesk account, you're provided with an email address that looks like this: support@yourcompany.freshdesk.com. You can share this with your customers, and ask them to send their questions to this address. Any email sent to this address becomes a ticket in Freshdesk. The customer who sent in the question becomes the requester of the ticket. 

If you already have an email like support@yourcompany.com, you can continue to share that email address with your customers for reaching out to you. But, you'll have to forward emails coming into that address to Freshdesk so that they get captured as tickets in your account. We'll walk you through how you can do this. 

A quick guide on setting up your own support email in Freshdesk: 

● Login as an Administrator to your support portal, and go to the Admin page. From here, click on Email in the support channels section. 

● Freshdesk would have created a default support email and listed it in the 'Global Support Emails' section, as you can see below. This email is nothing but the one that you were shown when you signed up: support@yourcompany.freshdesk.com. 

● Click on the Edit button next to your default support email. 

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● Now, provide a Name for this address (something along the lines of 'Your-company Support'). The name you provide here will be the 'From' name that your customers will see when you respond to their emails from Freshdesk. 

● Now, enter your actual support email address (i.e., support@yourcompany.com) - to which your customers write to. 

● Your support email address will also be the 'reply-to' address for all the emails you send from your support portal. 

● As you enter the support email, the forward your emails to textbox is modified. This email is invisible to your customers. Copy this email address. 

● You could assign all tickets that come from your support email to any one group of agents, by choosing the groups listed under Assign to Group. This will be helpful when you setup multiple mailboxes in your helpdesk. Alternatively, you can make use of Dispatch'r rules to auto-route tickets to specific groups as well. 

● Hit Save. 

Verifying your email address before you start forwarding: 

● The next step is to verify that support@yourcompany.com is indeed your email. You would have received an email from Freshdesk to support@yourcompany.com with a verification link. ● Click on the verification link in the email to confirm your email address. You can also copy-paste the link into your browser. Once you successfully verify this address, you need to setup forwarding so Freshdesk can start capturing emails sent to this address as tickets 

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Here’s how you can do it if you are using Gmail. 

Getting feedback from your website (via the Feedback Widget) 

Freshdesk lets you collect feedback and support requests directly from your website, portal or any third party web page. This lets your customers submit a ticket to your helpdesk without having to look around for your self-service portal or remember your support email. 

To set up your feedback widget, you need to configure it in Freshdesk and put up the code snippet on your website. To make it available across several pages, you can set up a pop-up widget that will appear as a small tab on the side of your screen and will open up a form when clicked. You could also set up an embeddable widget, which will put a form directly on one of your pages (for example, the Contact Us page). 

Either way, the widget will automatically display the ticket form with all the ticket fields you have configured inside Freshdesk. Follow these instructions if you want the widget to appear on a Wordpress site. 

You can choose to allow users to attach screenshots, take screenshots or search through your knowledge base through the feedback widget. You can also pre-populate the ticket form with requester information. 

A quick guide to customising and adding a feedback widget: 

● Log into your support portal as an administrator. 

● Click on Admin > Support Channels > Feedback Widget. 

● You can place the ticket form inside your web page as a pop-up widget (accessible through a button available across all pages in your website) or as an embedded widget (the ticket form will be placed on the page), or both. 

Pop-up Widget Button Customization 

You can customize the widget button in the case of a pop-up widget. The button could display text or an image. 

● If you choose to have text in the button, you can specify the display text under Label and pick a color for the button that suits your website from the Background option. 

● If you choose to have an image in the button, you need to specify the URL of the image under Image URL. 

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● You can also choose the position of the widget button. The drop-down lets you choose where on the page the button should appear. The offset box lets you choose how far away from the corner the button should appear. 

● Every customization you make here will be reflected in the prototype widget button. You can make changes accordingly. 

Form Customization 

You can customize the ticket form in both pop-up and embedded widgets. If you choose pop-up widget, the ticket form opens when you click the button. 

● Give a title for your ticket form under Form Heading. 

● Form submit message will be shown to the ticket requester after they submit a ticket through the form. You could include a message telling your requesters when they can expect a solution to their problem. ● You can specify the height of the ticket form in pixels based on the number of ticket fields you have in the form. 

● Under Form Options, you can add more capabilities to your ticket form like: 

● Letting users take a screenshot of the screen which is open (not available in embedded widget) ● Letting users attach files to their ticket 

● Allowing them to search your knowledge base directly from the ticket form 

● Using the widget in SSL encrypted pages. In this case, enable the Use Https toggle before copying the code 

● Preventing spam by enabling CAPTCHA in the form 

● Making the form visible on mobile phones 

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Widget code 

The widget code would have changed to reflect the customization update. You can copy it and paste it in the page where you want the widget to appear. 

● In case of a pop-up widget, paste the code within <title> and </title> tags of the page. If you are putting it on your website, make sure that you paste the code on every page. 

● You can use the Mobile view toggle to enable the widget on your mobile-optimized page. ● If you are using the embedded widget, paste the embedded widget code at the exact place in the page where you want the form to show up. 

● If you are using the widget in SSL encrypted pages, enable the Use HTTPS toggle and then copy the code. 

If you make any customization changes after you put the codes in place, make sure that you copy paste the new code again. 

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Social Support - Facebook 

You can add one Facebook brand page to your Freshdesk account if you're on the Sprout plan and unlimited Facebook pages from Blossom onwards, and manage these social conversations right from your helpdesk. You can even take your support conversations under the radar, by talking to your customers on Facebook Messenger right from within Freshdesk. 

How to add your Facebook page to Freshdesk 

● Login to your support portal as an Administrator. 

● Go to Admin > Support Channels > Facebook. 

● Click Add Page. 

● It is important to note that you'll need to be an Admin of the Facebook page you are looking to integrate. 

● After you login to your Facebook account, you will have to authorize Freshdesk (Sometimes when page settings change, you may have to reauthorize the Facebook page - learn more). 

● You will then be redirected to Freshdesk and you can see the list of all the pages that are associated with your Facebook account. 

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● Use the checkbox to choose all the pages you want to integrate into Freshdesk (please note that you cannot add the pages that are already integrated with another Freshdesk account). 

● Click Associate once you're done. 

Your Facebook page is now integrated into Freshdesk. By default, all visitor posts and visitor comments on company posts containing specific keywords (see below) are automatically converted into tickets. You can modify these setting in the Facebook Settings page. 

Facebook page settings 

Clicking on the Edit button next to each integrated page takes you to the Facebook Settings page for that particular page. Here, you can modify the settings to choose which posts or messages get converted into tickets. You can even associate a page with a specific product if you support multiple products. 

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There are three ways in which Facebook posts or comments can get converted into tickets: 

1. Do not convert 

● You can choose not to pull in any of your Facebook posts or comments into Freshdesk, if you would like your support agents to focus only on visitors who engage directly via Facebook Messenger. 

2. Convert only relevant posts 

● This is the default option for automatic ticket conversion for Facebook. Most users looking for your support on Facebook are likely to post their queries on your page directly or comment on one of your company posts. You can choose to import all visitor posts as tickets automatically. To cancel out the noise in your visitor comments and ensure you are pulling in all relevant support queries, you can look for certain keywords and convert comments containing those keywords into individual tickets. We’ve set up a default list of keywords that you can tweak to suit your industry or business. You can also assign these tickets to a specific agent group, such as your social media team. 

● Once a post or comment is pulled in as a ticket, you can handle them in the same way that you handle email queries. For visitor posts, your replies will get added as comments to the general thread. For visitor comments, your replies will appear as replies to the specific comment on Facebook. 

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3. Convert everything 

● With this option, all visitor posts on your wall, as well as company posts on which any visitor has commented on, will be converted to tickets. Once a post becomes a ticket, all the comments in that post get appended to the ticket automatically. You can manually split each comment as a separate ticket. You can know more about splitting comments here. 

● Again, you can assign these tickets to a specific agent group. Your replies from the helpdesk to these tickets will get added as comments to the general thread on Facebook. 

Converting messages to tickets 

Any private chats that your visitors initiate on your Facebook page are pulled in automatically as tickets into your helpdesk. You can reply to these tickets directly from Freshdesk and they will reach the sender as messages. This will be the same as having a private conversation on Facebook Messenger with your customers. 

You can ensure that multiple messages from a customer regarding a single issue are threaded together in one ticket by setting a ticket threading interval. For example, if you set the interval to 12 hours (using the drop down), the messages sent to you by the same user within 12 hours will generate a single ticket. A good practice is to identify the standard resolution time for your industry and set the interval accordingly. You can also assign these tickets to a specific agent group. 

Facebook page tab 

If you are on the Estate or Forest plan, you can use the Facebook page tab to take your self-service portal right into Facebook - learn how. 

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Click Update when you are done modifying the page settings. 

You have now completed setting up Facebook for Freshdesk and can reply to all your Facebook posts and messages right from within your helpdesk. For more information on replying to Facebook messages from your helpdesk, click here. 

Social Support - Twitter 

When customers are talking about your products and services on social media, it is important for you to proactively support them right there. Taking your support social can transform your helpdesk from a reactive firefighting role into a proactive one. 

You can add a single Twitter account to your Freshdesk account if you're on the Sprout plan and unlimited Twitter accounts from Blossom onwards. After you add your Twitter account, you can see all tweets to your account in your Social tab. You can also convert the tweets into Freshdesk tickets automatically and they can be seen in your Tickets tab along with tickets from other channels. 

Quick guide to adding your Twitter account 

● Login to your support portal as an Admin. 

● Go to Admin > Twitter > Add Twitter account. 

● You will be redirected to Twitter, where you'll need to login to your account and authorize the Freshdesk app. 

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● You will be redirected again to the Edit account page in Freshdesk. 

● You can control which of your agent groups can see the @mentions of this account in your Social tab. ● All your Direct Messages will be converted to tickets automatically and you can choose to convert @mentions with certain keywords to tickets. If you support multiple products, you can link these tickets to a particular product using the dropdown. 

Ticket rules 

You can create rules to convert @mentions of this account containing certain keywords to tickets automatically. You can add multiple rules, and the tweets will be converted to tickets based on the first matching rule. 

● In the first rule, enter the keyword that an @mention has to contain to be converted to a ticket. The tickets would be created only based on the keywords specified as part of the rules. 

● You can add multiple keywords in one rule by clicking enter. Learn how you can use the keyword box for best results. 

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● You can assign these tickets to a particular group of agents using the drop down. 

● Click on the Add new ticket rules to add more rules. 

● You can assign tickets to different groups in each rule. For example, you can assign tickets containing 'not fit' to the returns group and 'discount' to the sales group in your support using two rules. ● The order of rules is important as the first condition that the tweet satisfies will be executed. ● If you want to convert all your @mentions to tickets automatically, enter your Twitter account handle as the keyword. 

Please note that if you have Dispatch'r rules set up that affect the tickets created by these ticket rules, the Dispatch'r rule will be executed. For example, say your ticket rules state that all tweets with 'payment' should be converted to tickets and assigned to the finance group. And you have a Dispatch'r rule that assigns every ticket generated through Twitter to the social group. Now every time a ticket mentioning 'payment' comes in, it will be assigned to the social group. So you may have to revamp the Dispatch'r rule you've set up for Twitter tickets. 

Direct Messages ticket settings 

All your Direct Messages (DMs) are converted to tickets in your helpdesk automatically. They will not appear in the streams under the Social tab. 

● Threading interval is the time limit up to when a DM conversation between your account and another account will be considered as a single ticket. Use the drop down to pick a time limit. 

● The Assign to group drop down assigns all the DM tickets to a particular agent group. ● Once you save the settings, you will be able to see your tweets from the past few days under the Social tab. If your ticket rules apply to these older tweets, they will be converted to tickets and any follow up on that tweet by you will be added as notes in the ticket. 

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All your @mentions can be seen in the Social tab. You can reply to them, convert them to tickets and more. Learn more about all the options available in the Social 

tab. 

If you want to monitor general tweets about your business or competitors that do not @mention your account, you can create a custom social stream - more on that here. 

Customer Portal 

Every person who raises a support ticket in your helpdesk through any channel automatically becomes a contact. You can make your customers create an account in your support portal and have them login before they create a ticket or look at your Knowledge Base and Forums. Alternatively, they can also use single-sign-on through Google, Facebook or Twitter to login. 

In general, the email address will be the primary field for the contacts. If the customer logs in through Twitter or Facebook, the primary field will be the Twitter handle and/or the Facebook user name (populates the Full Name field in the contact information) respectively. 

Creating an account in your support portal 

A new user can create an account by clicking Sign up in the upper-right corner of the helpdesk: 

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The Signup form will collect the user's name and email address. You can also set up captcha to prevent spam. 

Registered users can click on Login in the upper-right corner of the customer portal. (New users can too, and then use the SSO options to login for the first time.) 

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If you would like to restrict your customers from signing up and/or logging into the customer portal, you can modify the settings as required under Admin > Portals > Settings. A quick guide on how you can customize this access can be found here. 

Note: You can enable the User Activation email for new users to make your account secure from spammers. Once a user signs up, an email notification containing the activation URL is sent to them on their registered email address; they can click on it and create a password for their Freshdesk account. This can be managed under Admin > Email Notifications > Requester Notification. The User Activation email will also be sent out when the contact raises a ticket for the first time in your helpdesk via any channel. 

Creating tickets from Portal: 

Now that the customer has signed into their account on your support portal, they would be able to view your KBase, Forums and also raise support tickets. By default, anybody visiting your support portal can submit support requests and view your knowledge base and forums without logging in. You can also force them to login before they can use your portal (Learn how). 

Quick guide to creating support tickets on the customer portal 

● After your customers login (based on your Portal settings), they can click on the New support ticket button as indicated: 

● They will be taken to your ticket form where they can fill out information like their 'Email Address', 'Subject' and a 'Description' of the issue they are facing, along with the additional information such as 'Name', 'Phone Number' or the 'Type' of the issue. They can also attach files to their tickets. 

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● If you have your Knowledge Base set up, Freshdesk will suggest the solution articles based on what they type in the subject box. This will help your customers get a solution without reaching your support and will also help deflect tickets on your account. 

● Once they hit the 'Submit' button, their ticket will be created in your helpdesk with the 'Source' field value set to Portal. 

● The ticket requester will be taken to the public ticket page where they can check the status of the ticket, add replies and notes to it when needed 

Quick guide to checking tickets' progress 

At any point, the requesters would be able to login and check the status of the tickets they have raised by clicking on the Check ticket status link, as shown below: 

A ticket can have various statuses. The requester can filter out tickets based on the 'Status' by using the drop down above the list of tickets: 

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All Tickets view 

Choosing All Tickets will show every ticket raised by the requester in the helpdesk, no matter what the status of the tickets is. 

Open or Pending tickets 

For an agent, every ticket that comes in will be in the Open status by default. The agent can change the status of the ticket to Pending when they are awaiting a response from the requester or if they're waiting for more information from a third party. The SLA timers do not run when a ticket status is Pending. For a requester, all open or pending tickets have a status of Being processed (modifiable). 

Resolved or Closed 

The ticket is marked as Resolved when the agent provides the solution for the customer's question/issue. The ticket is marked as Closed when the customer confirms resolution of the ticket. 

The customer will be able to reply to the ticket at any point of time to reopen it in case of further questions. 

Bringing in your support team 

Full time Vs Occasional Agents 

Agents in Freshdesk can be 'Full-time' or 'Occasional'. Full-time agents are those in your core support team who will login to your help desk every day. Occasional agents are those who would only need to login a few times every month, such as the CEO or your field staff. That way, people from other departments in your business like sales and marketing can login and take care of specific customer queries from time to time, without you having to purchase an additional agent seat for a whole month. 

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You can add an unlimited number of Occasional Agents in your help desk no matter how many full-time agents you paid for when you picked a plan. 

Each occasional agent will use up a Day Pass for every day that they log into your support portal. For example, if you have one day pass and an agent logs into the help desk at 8 in the morning, the day pass will be valid until the end of the day (00.00 hrs). The EOD will be calculated based on the time zone of the occasional agent if you are in the Garden plan or above. If you are in the Sprout or Blossom plan, the EOD will be based on the time zone of your helpdesk. 

Please note that the time remaining in 24 hours will not be carried over to the next day. And an occasional agent will not be allowed to login when there are no day passes available. 

In other ways like adding agents or the scope of the agent, an occasional agent will work the same way as a full-time agent. 

Usage History lets you keep a tab on occasional agents who use your purchased day passes by tracking the date, agent name, and email address. An admin can access it from Admin Tab > Account Settings > Day Passes. You can pull up usage history for the last 90 days and it also has a filter to narrow down your usage based on agent names as well. 

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Adding new support agents 

You can add full-time and occasional agents to your helpdesk and assign them scopes and roles. You can restrict which parts of your helpdesk each of your agents can see and what actions they can perform. 

A quick guide to adding agents to Freshdesk

● Login to your support portal as an Administrator 

● Click on the Admin tab on the left panel > General Settings > Agents 

● The list of agents in your helpdesk is shown 

● The number of agents seats still available in your helpdesk is shown on the top right corner. You can add more seats by visiting Admin > Account Settings > Plans & Billing 

● To add a new agent, click the New Agent button in the top fold 

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● You can choose whether your new agent should be a full-time or an occasional agent using the radio button 

● You will get 3 free day passes (as a whole, for an account) for occasional agent access. An occasional agent will use up a day pass every day he/she logs in. So with 3 passes, 3 occasional agents can each log in once or one agent can log in for 3 days. To add more day passes, click on 'Day Passes' under the Admin tab 

● Now let's try adding a full-time agent (the procedure is the same for occasional agents) ● Specify the email address of the agent under Email (required field) 

● Once you enter the email address, the system will check if this is an existing user on your account. If so, you will be notified of the same. If the email address is new, you will get the option to enter further details - Full name, Work number, Mobile number and Title. 

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● If you want all your agents to use a standard signature, you can use the Signature box to fashion it. You can add pictures, links, and format the text completely, and you can copy the signature and paste in signature box of other agents too 

Roles and scope 

● The scope of an agent is what the agent will be able to see in the helpdesk. By default, the scope is Global (the agents can see everything in the helpdesk). You can also choose whether they should only be able to see tickets assigned to them (Restricted access) or see all tickets assigned to the Agent Group that they belong to (Group access) 

● Every agent must have a role. A role defines what the agent can or cannot do within the helpdesk. For example, an 'Account Administrator' has complete control over the helpdesk, including payments while an 'Agent' can only perform actions on tickets such as replying and resolving. Learn more about roles and how they differ from scope 

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Associating groups to agents 

● You can add agents to one or more groups when you are adding them to the helpdesk ● Click on the Associate Groups button to see the list of groups available and choose the groups to associate with your new agent 

Language and time-zone options 

● If you're on the Garden plan or above, you can set specific languages for agents. The agents will see the support portal in the language chosen. 

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● Additionally, on the Estate and Forest plans, you can set specific time zones (that take effect on their SLA policies) for each agent on your helpdesk. 

● Levels will come in handy if you're on the Blossom plan or above and have the Arcade enabled. The level of an agent in Freshdesk Arcade is based on the points collected by the agent based on different metrics like fast responses and customer satisfaction ratings. You can start up your agent at different levels. Learn more about levels in Arcade. 

● Click Save after you've entered all the necessary information. 

● The agent receives an activation email through which the agent can log in and set the password. ● Back on the agents page, you can click on the Edit button next to each agent and make changes to their information. 

● You can also delete agents by clicking on the Delete button. When an agent gets deleted, they will become a contact in your helpdesk. 

● Once an agent has been deleted, tickets assigned to that particular agent will be unassigned. 'Existing Freshworks user' error 

Sometimes when you try adding an agent you might receive an error message saying that the user already exists. This could be due to one of two reasons: 

● The email address is already associated with an agent. 

● The email address is associated with an existing or deleted 'Contact' in your helpdesk. 

In this case, you can just convert a contact into an agent by going to the Customers tab in Freshdesk, clicking on the contact name and choosing Convert to an Agent in the resulting screen. 

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'Converting to agent will delete all the secondary emails of this contact' message 

When you use the 'Convert to an Agent' option for a contact, you would be prompted with a pop-up message: 'Converting to agent will delete all the secondary emails of this contact. 

An agent can have only one email address associated with their agent profile. This message is to let you know that in case the contact has more than one e-mail address associated, the primary e-mail address will be taken as the agent's email address and the remaining email addresses (secondary email addresses) would be deleted. 

Organizing Agents into Groups 

You can organize your agents into different groups to help them focus on certain types of issues, and get to know the solutions and customers better. Each group can have different kinds of canned responses and other automations specific to them. You can set the visibility of agents as "restricted" so they can see only the tickets assigned to their group. This will reduce the clutter and let them work efficiently. 

For example, if you are managing support in an e-commerce store, you can create a group named "Returns and Exchanges" and assign tickets containing the words "return" or "different size" to them, using Dispatch'r. 

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A quick guide to creating a new Group: 

● Login to your support portal as an administrator. 

● Go to the Admin > General Settings > Groups. 

● The default groups available are listed; you can click on the Edit button next to each group and add agents. 

● Or you can create a new group by clicking on the New Group button on the top fold. ● Give a name to your group under Group Name. 

● Enter a description for the group under Description. 

● In the Agents text box, enter the names of the agents whom you want in this group. ● If you want tickets to be automatically assigned to your group and then to the agents within the group, you will have to create dispatch'r rules: 

○ 1. To assign the tickets containing certain keywords to this new group you created (Learn how) 

○ 2. To assign the tickets to particular agents within the group automatically (Learn how). ■ Please note that automatic ticket assignment to agents within a group can be done only in the Estate and Forest plans. 

● After a ticket has been assigned to a group and it has not been assigned to anybody within the group for a particular amount of time, you can set up an escalation email to be sent out to particular agents. This will make sure that no ticket falls through the crack. You can select the time limit and the agent to whom the escalation email should be sent to from the drop-down. You can also edit the content on the email notification (Learn how). 

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● If you're on the Garden, Estate or the Forest plan, you will be able to set different business hours for each group, which will be helpful if your team works in shifts. Learn more about multiple business hours. 

● Once you are done, click Save. 

Now all your agents are organized into groups and you can see their performances in the helpdesk reports. 

Bringing in your Customer Base 

The ‘Customers’ tab and what it can do 

The 'Customers' tab in your helpdesk allows you to manage the details of contacts and companies that you keep in touch with. It gives you complete control over the data related to your clients. You can: 

1. Create New Contacts or New Companies 

2. Import CSV files to add and/or update contacts' details in bulk 

3. Export contacts as a CSV file 

4. Edit, delete and/or otherwise manage contacts 

5. Perform quick search actions using the 'Search' bar on the contact and company list page to access the required contact/company 

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You will have numerous people interacting with your helpdesk over a period of time. To keep track of them, you can create them as contacts in your customer list. You can also create a new company and map the required contacts under this company. 

Contacts: 

Freshdesk automatically creates an entry for every new user who sends in an email, tweet or submits a ticket to your helpdesk. If you receive a ticket from an existing contact, Freshdesk will associate that ticket with the corresponding user contact and display the details in the ticket page. You can also view all the previous tickets from a client/user by visiting their individual contacts page. 

Companies: 

The 'Companies' feature allows you to group together users/contacts from the same organisation. This allows you to easily keep track of all correspondences with members from the same company, in one place. Based on the registered domain name, Freshdesk will automatically associate all incoming tickets from users with the relevant domain, to the appropriate company and the entire list can be viewed in that company's page. 

Importing and Exporting Customer data 

Importing Data 

You can import contact and company information from a CSV into your Freshdesk account. Importing customer data allows you to make bulk updates and additions to your database with ease. 

You can also import all the custom fields you have in both contacts and companies. 

Before you import data, make sure that the CSV file follows these guidelines: 

● The first line of the CSV file is the column header which contains the fields names like Name, Email, Title, etc. 

● The CSV file must contain Name and Email address or Name and Phone number, without which the contacts will not be imported. 

● The email address and URL should be in the correct format. (Example - sample@freshdesk.com and http://freshdesk.com/ or https://freshdesk.com/

● Please note that the email address is the unique identifier. This allows you to have multiple contacts with the same name as long the email address provided is different. Also please note that if the CSV file contains an email address of an existing contact in Freshdesk, the import will overwrite the existing contact. 

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● If you have more than one email address associated with a contact, please use the format given in the screenshot below to make sure data import is completed properly. You can add upto 9 secondary emails for one contact apart from the 1 primary email, allowing a contact to have 10 emails associated with it. 

● In order for the phone channel in Freshdesk to recognize your phone numbers, you should have the country code clearly specified. For example, 4088481234 or 408-848-1234 should be written as +14088481234 in your CSV file before you import into Freshdesk. 

● If you have more than one company associated with a contact, kindly use the format given in the screenshot below to make sure data import is completed properly. Customers can now send yes || no || yes for each company to see all tickets from the company. (This feature is available only if you have enabled one contact multiple companies feature.) 

● Value of a dropdown field should only be the choices available for that particular field in the helpdesk. ● The existing details of contacts and companies will be overwritten/updated after an import. ● A checkbox field only accepts yes or no. Any other value encountered during the import will be considered as no. 

● If you have a tag field with multiple tags, every tag should be separated by a comma. ● Please ensure that your CSV file is in UTF-8 format and the first row has the header information (example: name, email, phone etc.) 

Note: The first company in the company column in the CSV will be made the primary company for that contact. 

To import customer data into your helpdesk: 

● Go to the Contacts > Import button. To import Companies, use the same button in the Companies page (accessible via the hamburger icon in the upper-left corner of the page). 

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● Click on Upload a File. Navigate to where the CSV file is located on your computer and select it. ● If you have custom fields in your CSV file, ensure that those fields are first added to Freshdesk before you import. Go to Admin > General Settings > Customer Fields to add custom fields. 

● After you map the information, click on the Import button and wait for Freshdesk to finish importing the data. It will not take more than a few moments. 

● If you want to import company information of the customer, you will have to add a company column in your CSV. If the company name in the CSV does not exist in your helpdesk, a new company will be created. 

● If you are trying to import contacts in bulk, you can refer to this article for the various timezones and languages that you can use in your CSV for the configuration. 

● Once you are done, you will receive an email about the status of the import. The import of fields which does not follow the guidelines listed above will fail. The failed rows will be attached to the status email as a CSV file and it will contain the reason for the failure. 

Exporting Data 

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You can export your customer data as a CSV file at any time. To start exporting: 

● Go to the Contacts tab in your helpdesk. 

● Click on Export. 

● Select the fields you wish to export. (Custom fields that you've created will also be seen.) ● Click on the Export button. 

● A file containing all the data that you selected will be sent to your helpdesk's associated email address. 

You can export company information by clicking on the Companies option from the left corner of the Contact page (using the hamburger icon) and then follow the same procedure. Exported data will be sent to you through email. 

Note: Exporting based on the tags added for each contact is currently not an option. It can be filtered through the UI but, upon exporting, the entire contact list will be exported and not just the contacts associated with the chosen tag. 

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Generating a sample file: In order to make sure all the fields (default and custom) are available in your CSV import file, you can trigger a sample Contacts/Companies export, edit the file and then use this file for your import. 

Setting up your account 

Setting up a vanity URL and pointing the CNAME 

Although you use Freshdesk for support, you may want your customers and support agents to access your support portal in your own vanity URL like support.yourcompany.com. In that case, you can point your support URL at support.yourcompany.com to the Freshdesk domain your signed up with, like yourcompany.freshdesk.com. Just make sure you have created a CNAME record in your DNS zone file to point your vanity URL to your Freshdesk domain. 

Quick guide to setting up Freshdesk on your own URL 

Step 1: Creating a CNAME record in your DNS Zone File 

● Login to your Domain Control Panel 

● Go to the section which says DNS or Name Servers 

● Create a new CNAME record with name/host/alias as your custom support URL pointing to value yourcompany.freshdesk.com 

● TTL: Enter a Time To Live between 30 minutes to 1 hour, or leave this field in its default settings ● You may need to fill in these details: 

● Alias Name: Enter the subdomain name for your alias. For example, if you want to use a vanity support URL like support.mycompany.com, enter 'support' as your alias name 

● Point to Host Name: Type @ to directly map the alias to your Freshdesk domain 

● Save changes to your DNS records 

Step 2: Verify your domain with TXT record 

● Login to your Domain Control Panel 

● Go to the section which says DNS or Name Servers 

● Create a TXT record in your DNS and point fdkey.<custom-support-url> to the verification code generated in Freshdesk. For example: If your custom support URL is support.mycompany.com and the verification code is 2b59746c1aad1db40722a183fb558346, the TXT record should be set as follows: fdkey.support.mycompany.com pointing to 2b59746c1aad1db40722a183fb558346 

● You will find your unique verification code next to your Portal URL under Admin > Helpdesk > Edit Portal 

● Save changes to your DNS records 

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Note: These instructions may vary a bit based on your domain registrar. If you are unable to find a way to add the DNS record, get help from your webmaster or your server administrator. 

Step 3: Setting up your Helpdesk URL in Freshdesk 

● After creating the CNAME record, login to your Freshdesk portal as an administrator ● Go to Admin > Helpdesk > Edit Portal (Learn more about Rebranding your Freshdesk Account) ● Under Portal URL type your vanity support URL (support.mycompany.com) 

● Click Save to save the new settings and to start using your own support URL 

Once done, you can verify your changes by entering your support URL in this page and looking up your CNAME records. 

Please refer to this article on how you can configure a custom SSL certificate for your support portal. 

Supporting Multiple Products with Freshdesk 

Freshdesk lets you support multiple products from a single helpdesk without having to pay for any extra licenses. 

Using a single helpdesk for an entire organization works all right, but wouldn't your customers love to have a dedicated support portal for each of your products? Freshdesk allows you to have separate portals for each of your products, without creating and paying for more accounts. You can give them different URLs, and also hide irrelevant forums and solutions by restricting them to specific categories. 

The agent interface will remain the same for both products. Unless segregated by automation rules, agents can see tickets from all products in their ticket view. 

With each of your products, you can have: 

● Unlimited product-specific incoming support mailboxes (like support@product1.com, support@product2.com) 

● Unlimited product-specific outgoing support mailboxes 

● A separate branded customer support portal for each product 

● Separate knowledge base articles for each product 

● Distinct community forums for each product 

Quick guide to setting up multi-product support 

Setting up a Product 

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● Go to Admin > General Settings > Multiple Products. 

● Click New Product, and enter the Product Name and Description. 

● To configure unique support emails for each product and assign them to specific groups, fill in the details under Product Support Email. 

● Remember to configure the forwarding rule in the corresponding mailbox to convert the emails into tickets. 

● Save your settings. 

Setting up a Portal 

● Go to Admin > General Settings > Multiple Products. 

● Click on Enable Portal. 

● Enter the Portal URL and configure the Portal settings. 

● You can also associate the required Solution and Forum categories you wish to display on that specific portal under Portal Categories. 

Note: Portals can be set up and configured from the Portals page too (Admin > Support Channels > Portals). 

Customising your ticket form 

The ticket form includes a bunch of fields like Requester, Subject and Description, by default. However, you can customize the ticket form to include different fields specific to the type of your 

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business or your support process. You can collect customer information that is unique to your business by creating custom fields for these details. 

What are the different types of ticket fields? 

Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use single line text fields to collect one line information like the name of the company, and you could add drop down fields to give your customers a list of options to choose from. 

Custom field type 

Example use-cases

Single line text 

Customer name, company name.

Multiline text 

Additional descriptions, addresses, 

notes.

Checkbox 

Subscriptions, Agreements.

Number 

Order ID, Phone number, etc.

Dropdown 

Quantity, Size, etc.

Date 

Purchase date, complaint date etc.

Decimal 

Percentage values.

Dependent Fields 

Country - State - City



One of the most important field types you can use in Freshdesk is the Dependent field, which lets you create a three-level hierarchy that is dependent on the user's choice in the previous level. You can learn more about it in our solution article here

You can also create dynamic sections for your custom dropdown fields so that different sets of fields can appear based on the option a user chooses within the dropdown. You can know more about dynamic sections here

Managing field properties 

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In addition to adding new fields and rearranging them, you can also drill down and define the properties of each and every field in your ticket form. This can be used to control what your agents and your customers see in the ticket form and to manage your workflows better in your helpdesk. 

Here are a bunch of things you can do with your fields. 

Behavior 

What it means

For Agents


Field label 

Displays name of the field shown to your agents

Required when submitting the form

The agent should fill the field before submitting the form

Required when closing the ticket*

The agent should fill the field before closing the ticket

For Customers


Field label 

Display name of the field shown to your customers

Displayed to customer 

The customer will be able to see the field but won't be allowed to edit

Customer can edit 

The customer will be able to see this field and edit the value

Required when submitting the form

The customer should fill the field before submitting the form



Field properties work the same way for all your ticket fields and can be easily customized in such a way that your agents get to keep track of information, and customers get to see only what's necessary 

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to them. The lock symbol displayed next to ticket fields indicate that these fields are only visible to the agents and are not visible to the customers. 

*When an agent attempts to close tickets without filling in the required fields, they will be prompted to update these fields. Here is how agents can update fields and close tickets in bulk. 

Creating dynamic forms 

You can make your ticket form dynamic so that the fields change based on the user input. In Freshdesk, you can add dynamic sections under the default field Type as well as any custom dropdown fields that you create. Learn how to create custom dropdown fields here. Different sets of fields can appear based on the option a user chooses within the dropdown. For example, in an e-commerce scenario, the user can see 'Enter order ID' field when he chooses 'Return' as the type field value and 'Select new size' field when he chooses 'Replacement'. 

Using dynamic sections in your ticket form will improve the structure and help your agents filter tickets easily and resolve them faster. 

Quick guide to creating dynamic forms: 

● Log into your account as an administrator. 

● Go to the Admin > General Settings > Ticket Fields. 

● You can associate dynamic sections with any 2 dropdown fields in your ticket form. This can be either the Type field and 1 custom dropdown field, or any 2 custom dropdown fields. 

● A dropdown can have multiple sections and each section can have multiple different fields. 

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● Click on the Add Section button (the plus icon next to the dropdown field). In the following pop-up, give the section a title and associate it with a value in the dropdown. When the end user chooses a particular dropdown value, the associated section will be displayed to them. 

● You can customise the fields in each of the Sections by using a variety of form fields. Here is a list of drag-and-drop form fields and their typical use-cases. 

Custom field type 

Example use-cases

Single line text 

Customer name, company name.

Multi Line text 

Additional descriptions, notes.

Checkbox 

Subscriptions, Agreements.

Number 

Order ID, Phone number, etc.

Dropdown 

Quantity, Size, etc.

Date 

Purchase date, complaint date etc.

Decimal 

Percentage values

Dependent Fields 

Country, State and City



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● The fields created under each section will appear as custom fields in the ticket view filters. They can also be used to create automation rules. 

● You can drag and drop any of the form fields under each Section. You can also rearrange the order of the fields within a section. 

● You can delete a section by clicking on the trash can icon next to its name. Please note that you won't be able to delete a section unless you delete the fields under each section. 

● You cannot create a new field with an existing field name. If you want to create a field that has already been created under a section, you have to copy/move it to your new section. 

● You can move or copy fields from one section to another by dragging and dropping them in the target section. 

○ Moving a field from the source section to the target section will remove the occurrence of that field in the source section and will move it to the target section. 

○ Copying a field from the source section into the target section will retain the occurrence of that field in the source and will merely add a copy of it into the target section. Copying will not create a new instance of the field. You can copy a field when you want to use the same field in multiple sections. 

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● Once you have customized the form, click Save. Now your agents and customers will see the new dynamic form when they create a ticket. 

The dynamic ticket form - Agent view 

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The dynamic ticket form - End-user view 

Note: The dynamic ticket fields feature is available only for Estate and Forest plans. If you set up dynamic forms and then downgrade to a lower plan, the form structure will be removed but all the fields will remain (i.e) the dynamic fields will be moved out of the sections. No data will be lost in the process. 

Controlling agent access with Roles 

Roles allow you to create special privileges and profiles that specify what an agent can see and do within your Freshdesk support portal. These roles help you categorize your team into different sections, and assign them different capabilities so that they can do what they need to on their helpdesks without getting in each other's way. They're especially useful for larger teams, where there are different groups of employees trying to handle different areas. 

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By default, Freshdesk lets you choose between 4 roles for your team members: 

● Agents: Can view, respond to and assign tickets, as well as modify ticket properties. ● Supervisors: Can view and respond to tickets, generate reports and can also enable automatic ticket assignment of the member groups under the Admin tab. 

● Admins: Can access everything and edit configurations under the Admin tab, but cannot view or modify billing information. 

● Account Admins: Have complete access to everything, including billing and account management. 

Note: The Restricted agent role in above image above is a custom role that you can create from the Estate onwards - learn more. 

Each time you add a new agent to your helpdesk, you'll have to specify their role. Once you apply a role to an agent, the agent will no longer be able to view or access options or updates outside their role. For example, if an agent has the role of Agent, they won't be able to see the Admin tab. 

If you assign multiple roles to an agent, the highest privileges allowed across these roles will apply. For example, if you have one role that gives a user access to your Community Forums and another that allows them to Reply to Tickets, a user with both roles will be able to access your community forums and reply to tickets. 

How to assign a role to an agent 

● Go to Admin > Roles. 

● The number of agents belonging to each role will be displayed; just click on a role to add more agents to it. 

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Alternatively, you can assign roles when adding/editing an agent: 

○ Login to your helpdesk portal as an Admin. 

○ Go to Admin > Agent to add a new agent (or hover over an existing agent in your list and click Edit.) ○ Scroll down to the Roles and Scope section, and click Associate roles. 

○ Check all roles that you want to assign to this agent. 

○ Click Save to save this agent’s roles. 

When adding a role to a particular agent, remember to also set the scope of tickets that the agent can view. You can learn more about Roles and Ticket Scope here

Working with Ticket Templates 

Ticket templates let you fill up your new ticket form or the new email form with one click. As an administrator, you can create templates where you pre-fill information like subject, description and ticket properties. These templates can be used by your agents and yourself to quickly create tickets and send emails. 

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For example, when your agent is on a call with customers back to back, they don't have to fill up all the details and type out the description of the ticket/email after every call. They can quickly apply a template, create a ticket/email and move on to the next call. 

Creating a ticket template 

● Log into your account as an Administrator. 

● Click on the Admin icon from the left panel. 

● Under Helpdesk Productivity, click on the Ticket Templates icon. 

● Click on the New Template button to create a new template. 

● Give an understandable name for your template as it will be used by agents in a hurry. ● After giving a description to your template, you can choose if this template can be seen by all agents or only by agents in particular groups. This is to make sure that the template doesn't clutter the view of those agents who will find no use of it. 

● The 'Ticket/Email form' section has all the default and custom fields that are visible to the agents except the requester and source fields. You can create a template by filling in as many fields as you want. 

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○ In addition to the default ticket fields, you can pre-fill tags and attach documents in templates. ○ Note: Please refrain from adding signatures to the email/ticket using the ticket templates. You can 

create your own signature under profile settings section and that would automatically get populated in the ticket form when you're trying to create a ticket/an outbound email. 

○ Once you fill in all the details you need, click on the Save button. 

Using canned responses in ticket template description 

You can also use canned responses you have already created within the template. This way, the responses you created for agent replies to tickets can also be used in new tickets and emails. 

To insert a canned response, click on the star icon on the top right of the description box. Applying templates in new ticket and new email forms 

When a template is applied to a new ticket/email, all the field values will be overwritten by the template field values. For example, if your agent sets priority as 'High' and then applies the template in which the priority is set as 'Low', then the resulting ticket form will have priority set as 'Low'. So if there are some fields that your agents need to fill out manually, it needs to be done after the template is applied. 

Your agents can insert ticket templates in their new ticket form by clicking on the New Ticket button and choosing a template from the list of available templates on the right. 

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Similarly, to apply a template to an outbound email, go to New > Email and click on the required template from the list of available templates on the right. It is advisable to clearly differentiate the templates while naming them because unlike ticket descriptions, email subjects need to have salutations and signatures. 

After the template is applied, agents can edit the field they want or just create the ticket/email after filling the requester field. 

Automating your workflow 

Ticket Assignment using Dispatch’r Automation 

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The Dispatch'r rules run on every incoming ticket and perform actions based on previously-specified conditions. The Dispatch'r lets you automate actions such as: 

● Assigning tickets to the right agents 

● Setting status, priority, and type 

● Sending email notifications to agents and requesters 

● Deleting tickets or marking them as spam 

These actions can be performed on a ticket either on the basis of ticket properties, or which company/contact created the ticket. Here are the three kind of fields 

and what they mean: 

Name 

Where to find it 

Visibility

Ticket fields are the properties of a ticket such as ticket status, priority, subject, 

description, etc.

Admin > General Settings > Ticket Fields Agents and customers

(customers can see and edit fields allowed by helpdesk in the ticket form)

Contact fields are the 

properties of the requester of the ticket, such as requester email, timezone etc.

Admin > General Settings > Customer Fields > Contacts

Agents and customers 

(customers can see and edit fields allowed by helpdesk in profile settings)

Company fields are the 

properties of the company of the ticket requester, such as company name, domain etc.

Admin > General Settings > Customer Fields > Companies

Agents



By default, the ticket fields will be selected. Under Select condition, all default and custom fields related to the chosen field will be populated. 

A quick guide for creating a Dispatch’r rule 

○ Log into the helpdesk portal. 

○ Go to Admin on the left panel > Helpdesk Productivity > Dispatch'r. 

○ Click on New Rule. 

○ Enter an appropriate name and description for the rule you'd like to create. 

○ Create Conditions which act as a trigger for this particular rule. 

■ Choose the type of field using the buttons (ticket, contacts or company). 

■ Select the field you want from the dropdown list. 

■ Specify whether all conditions need to be matched to trigger the rule, or just one. 

○ Under Actions, choose the action which should be taken on the ticket once the rule is triggered. ■ If you'd like to send a notification email, you can use placeholders to help frame the content. 

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■ Add multiple conditions/actions by clicking on the + button, and delete rules using the - button. ■ Rearrange conditions/actions by hovering over the menu button next to the -. 

● Once you've finished setting up all the conditions and actions, click Save. 

As an example, here's a rule that filters tickets sent by unhappy customers with high revenue, sets their status to Urgent, and assigns them to a particular agent - let's call him David: 

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You can also use the options in the dropdown list to set up a combination of AND and OR conditions in the rules. This can be very useful while setting up rules for complex workflows - for example, here's a rule that sends a notification to an assigned agent when the ticket priority is Urgent/High, the ticket type is a Query/Problem, and the source is Email: 

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The Skip new ticket email notifications option under Actions will come in handy when the 'New ticket created' email notification is not required, based on specific conditions. 

For example, in case you receive multiple tickets that are ads or brochures from no-reply email addresses, you'll want to close them and mark as spam automatically, while also making sure that your agents aren't spammed with the notification email indicating that a new ticket has been created. In this case, you can use the configuration shown below: 

Multiple Dispatch'r rules 

● You can create multiple Dispatch'r rules to assign different kinds of tickets to different teams. ● All the rules created will be visible under Admin > Dispatch'r, where they can be activated, deactivated, edited or deleted. 

● The order of the rules is very important because, on any ticket, only the first matching rule will be executed. 

● When more than one rule is activated, a reorder button appears - you can use it to drag and drop the rules in the order you'd like. 

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Note: The Dispatch'r rule will not be executed on deleted tickets and those that are marked as spam, upon ticket creation. 

Automatic ticket assignment to agents within a group 

Tickets can be assigned either manually or automatically to agents or groups. However, when a ticket gets assigned to a group through the Dispatch’r, it does not mean that the ticket is assigned to one of the agents in the group. It just means that a notification is sent out to all the agents in the group. Automatic ticket assignment helps you to automate this process of assigning tickets to the online agents in your group. 

Automatic ticket assignment can be achieved by the following methods: 

● Round-robin ticket assignment 

When tickets are assigned to a group for the first time or reassigned from another group, they are assigned in a circular fashion to the agents who are online in that group. For example, if you run an e-commerce business, your support tickets are most likely to be transactional in nature; involving questions on recent orders, refunds, FAQs, etc. Naturally, you‘d want these tickets to be quickly resolved by any of the agents available in the helpdesk. Round-robin makes sure tickets are equitably distributed among the online agents so they always have tickets to work on. (Learn more about it here.) 

● Load balanced ticket assignment 

Not all of your agents will log into the helpdesk at the same time. If just one agent is logged in, all incoming tickets will get assigned to this one agent. This leads to the agent working on 

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previously-assigned tickets as well as simultaneously managing the rush of incoming tickets. For example, if you run an IT services business or a product company, this situation will be more pronounced since tickets such as product bugs take longer times to resolve. Load balanced ticket assignment makes sure your online agents are assigned tickets based on a threshold value of tickets you set. (Learn more about it here.) 

● Skill based ticket assignment 

If you have specific agents in a group who are more skilled at handling certain kinds of tickets, you will want to route those tickets directly to these agents. For example, if you have a global customer base, you might have agents specialized in handling tickets from a specific language, say Spanish. Within each group, you would want to assign tickets that have Spanish as the requester language to the Spanish-speaking agents in a uniform manner. Skill based ticket assignment will enable you to easily match tickets to the right agents by assigning skills to your agents and creating rules that will map these skills to tickets. When a ticket skill and an agent skill match, the ticket will be automatically assigned to the agent. Learn more about it here.) 

Changing agent availability status 

Incoming tickets are now automatically getting assigned to the agents, so your job as a supervisor just became easier. However, there could be several instances when an agent might want to avoid getting more tickets, such as when he/she is working on a high priority ticket or is on the phone with a customer. 

Agents can change their availability if you’ve given them the privilege - You, as an Admin or Supervisor, have the ability to let your agents choose whether they want to be assigned tickets through the automatic ticket assignment. 

Quick guide to giving agents the privilege to change their availability: 

● Login to your support portal as an Administrator. 

● Go to Admin > Groups. 

● Select the group for which you want to give the agents the privilege of changing their availability. ● Turn on the toggle for Automatic ticket assignment and click the check the box to Allow agents to change their availability for automatic ticket assignment. 

● Click Save. 

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Time based automations using the Supervisor rule 

The Supervisor in Freshdesk allows you to bring your workflows into your helpdesk and define specific actions based on time- and event-based triggers. 

For example, say a customer's submitted a ticket but the agent's been unable to solve the problem because the information is inadequate. It's been a couple of days and the user still hasn't replied. Traditionally, your agent would have to remember the ticket, go back and send out another reminder email. 

However, with the Supervisor, you could set up a simple rule to send out automatic reminder emails if the customer hasn't gotten back with the information in, say, 24 hours. 

The Supervisor runs once every hour and processes all recent tickets - tickets updated in the past 30 days. Supervisor rules are processed sequentially, but a rule may cause certain actions that trigger subsequent rules. 

A quick guide for creating a Supervisor rule 

● Login to the helpdesk as an administrator. 

● Go to Admin > Helpdesk Productivity > Supervisor. 

● Click New Rule. 

● Enter an appropriate name and description for the rule. 

● Define the conditions which act as a trigger for this particular rule: 

○ Choose the condition elements from the dropdown list and define the condition filters ○ You can add additional conditions by clicking Add new condition 

○ Specify whether all conditions need to be matched, or just any one, in order to trigger the rule 

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○ You can also perform OR operations on dropdown ticket fields (default and custom) 

○ You can delete a condition by clicking on the corresponding - icon 

○ Add the first task you would like to perform by selecting an Action from the dropdown list. ○ For example, to set ticket priority as High, select Set Priority as in the first dropdown list and choose High. 

○ Add more actions by clicking Add new action. 

○ You can delete any action by clicking - icon. 

○ Click Save once you're done. 

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The list of supervisor rules created will be listed on the Supervisor page. Edit or delete existing entries by hovering over the option and choosing Edit or Delete/Deactivate. 

If you want to create a supervisor rule that is very similar to an existing one, you can use the Clone feature to essentially make a clone of that particular rule. 

Notes: 

● The conditional elements are not case-sensitive. So if you're setting a rule that acts on tickets whose subject contains 'Refund', the rule will get activated regardless of whether you use 'Refund' or 'refund'. ● You cannot specify more than one keyword in a condition i.e if you're setting up a rule that acts on tickets whose subject contains 'refund' or 'payment', you have to specify only one keyword per condition (i.e a condition for 'refund' and one for 'payment') and select the Match Any condition radio button. 

● If you're setting up a rule which acts on tickets whose subject contains 'refund', tickets with the words 'refunded' in their subject will also match the rule. Similarly, a rule which is supposed to act on tickets whose subject contains 'want a refund' will also act on tickets whose subject has 'want a refund now'. However, tickets whose subject contain 'refund' will not be acted on by this second rule. 

● The Supervisor rule runs based on Calendar hours and gets executed appropriately. 

Event Based Automations using the Observer Rule 

The Observer lets you automate actions on your helpdesk when specified events occur in a ticket in real time. You can use it to modify statuses, change priorities and even send out notification alerts as soon as certain conditions are met. For example, you could get the Observer to reopen resolved tickets automatically as soon as a customer replies, or to send an email to the Head of Support the 

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minute a customer submits an unsatisfied rating; thus ensuring that your agents don't have to waste time waiting for certain events to occur and that you can stay on top of things as they happen. 

Unlike the Dispatch'r (which acts on newly-created tickets) and the Supervisor (which runs once every hour and checks all tickets in the helpdesk against its rules), the Observer is a trigger-based automation that constantly watches all activities in your helpdesk and matches them against the conditions you've specified. Also, the Dispatch'r comes into play at the time of creating a new ticket whereas the Observer comes into play when you need any actions to be taken on existing tickets based on a trigger. 

Anatomy of the Observer 

a) What triggers this rule? Any ticket-related event in the helpdesk that is caused by a user causes the Observer to spring into action. 

b) Who causes the event? You can choose to mention whether the rule should only be executed if an agent causes the event, if a requester does, or either. 

Note: The requester can include any contact in the CC and BCC field of the ticket. 

c) What other conditions should the ticket match? You can specify the properties that a ticket has to possess for the rule to be applied to it. Actions can be performed on a ticket if it matches certain ticket properties, or based on which company/contact created the ticket. Here are the three kind of fields and what they mean: 

Icon 

Name 

Where to 

find it

Visibility

Ticket fields are the properties of a 

ticket, such as 

ticket status, 

priority, subject, 

description, etc.

Admin > 

General 

Settings > 

Ticket Fields

Agents and 

Customers. 

Customers can see and edit fields 

allowed by the 

helpdesk in the ticket form.

Contact fields are the properties of the requester of the ticket, such as 

requester email, timezone, etc.

Admin > 

General 

Settings > 

Customer 

Fields > 

Contacts

Agents and 

Customers. 

Customers can see and edit fields 

allowed by the



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helpdesk in profile settings.

Company fields are the properties of the requester's 

company, such as company name, domain, etc.

Admin > 

General 

Settings > 

Customer 

Fields > 

Companies

Agents.



d) What actions should this rule perform? Specify which actions should be executed if all the conditions are met - anything from changing the ticket's priority to deleting it. 

All the rules you create will be listed in the Observer page. You can edit an existing rule or delete/deactivate it by hovering over the option and choosing Edit or Delete/Deactivate. You can also use Clone to create a copy of an existing rule and tweak it as per your requirements. Please note that Observer rules are processed sequentially, and so the changes performed by one rule might affect how subsequent rules get executed. 

A quick guide to creating an Observer rule 

● Login to the helpdesk as an Administrator. 

● Go to Admin > Helpdesk Productivity > Observer. 

● Click on New Rule. 

● Enter an appropriate name and description for the rule. 

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● Select a trigger from the dropdown list and choose its filters. For example, if the trigger is that a ticket’s priority has been changed from low to high, you choose the Priority is changed trigger from the dropdown list and then specify that the change is from Low to High. 

○ You can add additional triggers by clicking Add New Event. 

○ You can delete a trigger by clicking the - icon. 

○ Choose whether the event has to be performed by a requester or an agent, or either. ○ You can reorder your triggers by hovering over the menu button next to the - option 

○ Choose which conditions should be met for the rule to be triggered. 

○ Specify whether all of the conditions have to be present for the action to be performed, or if just one is sufficient. 

○ You can delete a condition by clicking on the - icon. 

Here's a sample first responder rule that only acts on unassigned tickets from IT companies in Arizona and Berlin; these tickets are assigned to the responder and the supervisor is added as a watcher to the tickets: 

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● Select an action from the dropdown, and choose its filters. 

● For example, if you want to set the status to Closed, select Set Status As from the first dropdown and then select Closed. 

● Click Save once you’re done. 

You can even use the Observer to trigger a webhooks call as soon as a specified event occurs. 

Notes: 

● The conditional elements are not case-sensitive. So, if you're going to create a rule that automatically sends an email to the CEO the minute the priority of a bug report is changed, then the rule will work for tickets which have the word 'bug' or 'Bug' in their subject/description. 

● If you're setting up a rule which acts on tickets whose subject/description contains 'refund', tickets with the words 'refunded' in their subject/description will also match the rule. Similarly, a rule which is supposed to act on tickets whose subject/description contains 'want refund' will also act on tickets whose subject/description has 'want refund now'. However, tickets whose subject/description contain 'refund' will not be acted on by this rule. 

Creating common reply templates with Canned Responses 

Every support agent knows that even the most extensive Knowledge Base can't stop some common questions from cropping up again and again - questions that force agents to keep repeating themselves while more serious queries pile up. With Canned Responses, your agents can create a predefined set of reply templates that they can send out with a single click. The next time a customer writes in asking how they can reset their password, your agents can quickly use a canned response to solve their problem and move on to other tickets. 

You can even ensure that each response is customized with the requester's name, agent's signature and ticket details using dynamic content placeholders

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Quick Guide for creating a Canned Response 

● Under the Admin tab on the left panel, go to Helpdesk Productivity > Canned Responses. ● Click on New Canned Response. 

● Make sure to choose an appropriate Response Title that you (and your agents) can understand. ● Type your formatted response template in the rich text editor. 

● Click Insert Placeholder to automatically include dynamic content such as Ticket ID, Subject or Requester Name in the reply. 

● Set the visibility and access permissions for this response. 

○ If you select Myself under Available for, the response will be stored in the Personal folder and only you can use it. 

○ If you set visibility to All agents, every agent can view it by clicking on Insert Canned Response in the reply box. 

○ You can also make the response visible to a particular group only - for example, a canned response for 'Refund' can be made visible just to your 'Returns and Refunds' team, as other teams will have no use for it. This option also allows you to select multiple groups. 

● Choose the folder you'd like to place this new canned response into; you can always move it later, if you'd like. 

● Click Save to save your canned response. 

If you'd like to edit a previously-saved response, just click on its name. 

The list of canned responses you've created will be available under Admin > Helpdesk Productivity > Canned Responses. You can also create a canned response as you're typing a reply to a customer by clicking on Canned Response above the reply and selecting the Add New Canned Response option. 

Now your agents can use the canned response you created in a ticket by clicking on Insert Canned Response. 

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Organizing your Canned Responses into Folders 

Organize your canned responses into folders for easier categorization. Click on +Create Folder to create a folder, and Move to order and move your canned responses between folders as you like. 

Agents can create personal canned responses visible only to them. Learn how

Deleting a Canned Response 

To delete existing canned responses, go to Admin > Canned Response > Folder name (if applicable) and select the canned responses you'd like to remove using the checkboxes. Once you've made your selection, click on Delete. 

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Note: It is currently not possible to perform bulk actions (bulk edit, bulk update or export) for Canned Responses. 

Execute specific actions based on the scenario using Scenario Automations 

Agents often need to perform a series of actions or tasks before they can push a ticket to the next level - tasks that are not unique to that ticket. For example, with tickets concerning refunds, you'd have to tag the ticket as Refund, assign the ticket to the Refunds group, and set the status of the ticket to Processing Refund. Scenario Automations in Freshdesk let you perform a number of tasks with a single click, right from within a ticket. So every time there's a ticket about a refund, all you have to do is execute that scenario and the ticket is tagged, assigned and has its status changed without you lifting a finger. 

A quick guide to creating a scenario automation 

● Login to the helpdesk portal. 

● Go to Admin > Helpdesk Productivity > Scenario Automation. 

● Click New Scenario. 

● Enter an appropriate name and description for the scenario you are about to create. 

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● Add the first task you'd like to perform by selecting an Action from the dropdown list. ○ For example, to set ticket priority to High, select Set Priority in the first dropdown and then select High. 

● Add more actions by clicking on Add another action. 

○ You can delete any action by clicking on the - icon. 

● Once you're done, click Save

The list of created scenario automations is displayed on the Scenario Automations page. You can edit or remove an existing entry by hovering over the option and choosing Edit or Delete. You can also replicate a scenario automation by clicking on the Clone button next to the scenario you wish to duplicate. For more on how your agents can execute and verify scenarios, click here

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Using Canned Forms to increase Agent Productivity 

Requests often come in with limited information and you might end up asking a set of repetitive questions to your customers. While replying, the customer would have to copy and paste the set of questions before they begin to answer them. Using Canned forms, you can now process these requests efficiently and with ease. These readily accessible form templates are customizable and help in resolving major service requests faster. 

A quick guide to set up Canned forms: 

● Login to your helpdesk as an Admin

● Go to Canned forms under Helpdesk Productivity

● Click on ‘Create New’. 

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● Give your canned form a suitable name and hit ‘Next’. You can edit the title later by clicking on the ‘Edit’ button against the form name. 

● Set up a Welcome message for your form in the center panel. 

● Drag and drop the required fields from the ‘Form Fields’ panel on the left, into the center panel. ○ You can add four types of fields: Single line text field, Multiline text field, Dropdown field and Checkbox field. 

● Configure the values for these fields under the ‘Edit fields’ panel on the right. 

● You can also reorder the fields by dragging and dropping them however necessary within the center panel. The fields in the form will appear in this order for your customers. 

● Set up a 'Thank you message' to display when your customers submit their responses. ● Use the ‘Preview’ button to preview the form before saving it: 

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● Once you’re done, click on ‘Save form’. 

The saved form will now be available for usage, as part of the reply editor, on the ticket details page. 

A quick guide to using Canned forms: 

● Click on the desired ticket from the ticket list view. 

● Hit the ‘Reply’ button to start composing your reply (you can also use canned forms in Notes). 

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● Click on the form icon from the toolbar of the editor. This will open a slider from the right, displaying the saved canned forms. 

● You will have an option to preview the form on this page, before adding it to the reply. ● Click on the 'Insert' button to insert the desired Canned form into your response. 

● You’ll notice that the form is added as a link for your customers to click on and fill. 

● Hit ‘Send’ once you’re done. 

Your customers will receive the link to the form you just sent. Clicking on the link will take them to the form page where they can fill the necessary details. 

The answers submitted on the form will come into the corresponding ticket as a note. These values are not stored as ticket fields and will only be available as part of the ticket conversation. The default Observer rule will automatically reopen the ticket and send the Ticket Assigned agent a notification when the customer submits the form. 

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SLA Policy 

Understanding SLA Policies 

When customers submit a support request, they'd also like to know when they can expect a response (and a resolution) from you. A service level agreement (SLA) policy lets you set standards of performance for your support team. You can set SLA policies for the time within which agents should respond to and resolve tickets based on their priorities, and set up automatic escalation rules to notify specific agents about SLA violations. 

You can use SLA policies in Freshdesk to determine the Due By time for each ticket. You can have a default SLA policy for all customers, or have multiple SLA policies for different customer tiers (such as those who have subscribed to your Premium Support package). 

In Freshdesk, SLA policies are driven by ticket priorities - you can define your service levels for Urgent, High, Moderate and Low priority tickets. You can then use various automations to determine or manually dictate the priority levels of each ticket. 

A quick guide to creating an SLA policy: 

○ Login to your support portal. 

○ Go to Admin > General Settings > SLA Policies. 

○ Click on New SLA Policy. 

● Optionally, you can click on Edit next to the Default Policy and provide a brief description. ______________________________________________________________________ 68

● Complete the time-priority matrix 

○ Define your various priority levels manually, or automate it using the Dispatch'r. 

○ You must choose whether the SLA timer should be calculated based on Business or Calendar hours. 

● If you'd like to enable escalations when service levels are violated, make sure that the Escalation Email button is toggled on. 

● Click Save to finish setting up your SLA Policy. 

Notes: 

From the Blossom Plan onwards, you can set reminders to notify agents before an SLA is violated and even escalate the ticket automatically when a violation does occur. 

If you're on Estate or Forest, you can also create multiple SLA policies in Freshdesk for different customer tiers, products, agent groups, and so on. For example, you could have an 'Express Support' SLA policy for high-value clients. 

Escalation of tickets in case of an SLA violation 

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When the allotted response/resolution time for a ticket has elapsed, it is recommended that you escalate the ticket to another agent for immediate action. This can be set up in the SLA policies you create. 

Steps to set up escalation for an SLA policy 

First, create an SLA policy using these steps. If you already have an SLA policy in place, you can set up an escalation protocol using the following steps: 

● Login to your support portal. 

● Go to Admin > General Settings > SLA policies. 

● Click Edit for the SLA that you wish to add escalation procedures to. 

● For each priority level, choose the ticket response time, resolution time and select whether the SLA should operate as per business or calendar hours. 

● In the field What happens when the SLA is violated?, define the escalation rule and name the agent to whom the escalation email should be sent. 

● You can set up a single escalation rule when a ticket is not responded to on time, and a maximum of 4 levels of escalation when a ticket is not resolved on time. 

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● Once you're done, click Save. 

You have now set escalation rules for your SLA policy successfully. You can use the same steps to create and edit rules for multiple SLA policies. 

What are Business Hours and Calendar Hours 

It doesn’t make sense for your helpdesk to take weekends into account in your SLA policies - if they did, Monday morning SLA reports wouldn't make for pleasant viewing. Freshdesk offers two different ways in which you can calculate your SLAs - Calendar hours, which includes your working hours as well as holidays, and Business hours, which are your official working hours only. 

Understanding Business Hours 

Business Hours refer to the working hours of your company. When chosen, anything outside your working hours, including calls, will not be timed by Freshdesk. You can specify working hours for each 

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day, allowing you to meet SLAs for multiple time zones within the same week, if necessary. Business hours are more suitable for tickets of low and medium priority. 

You can set your timings via Admin > General Settings > Business hours. To create a new business hour setting, click on New Business Hours; or click Edit to modify previously-created business hours. 

Understanding Calendar Hours 

Calendar hours are regular full-day round-the-clock hours. If you're promising your customers 24/7 support, you need to use calendar hours as the basis of your SLA policies. Calendar Hours are more suited to high-priority and urgent priority tickets, which require immediate attention from your team even if it's a weekend or a holiday. 

For example, if a ticket is due in six hours on a Friday evening, you'll have no problem waiting till Monday morning to resolve it if your SLA is per business hours. However, if it's in calendar hours, you'll want to resolve it immediately to ensure a spotless SLA report. 

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Configuring Multiple Business Hours in Freshdesk 

When you have parts of your support team working across different regions, times or time zones, managing the working hours of each group becomes a hassle. Since each center wakes up at a different time, it makes sense to align their SLA timers with their business hours. 

Multiple business hours in Freshdesk allows you to create different sets of working hours and holidays, which can then be assigned to specific groups. 

How does having multiple business hours help? 

When your whole team operates out of the same office and they clock in and clock out at the same time everyday, just having one set of official business hours sounds fine. But when your team works out of multiple centers, or follows different work hours, it is easier for you to lay down a separate set of business hours for each team. By dedicating separate business hours, SLAs can be executed properly based on time or place of origin and your team won't be incorrectly penalized. 

When would setting up another set of business hours be necessary? 

○ Centers at NYC and LON: If you have a geographically distributed team working across multiple time zones, setting up different business hours for each center makes sense. 

○ Different teams to manage different climes: If you've split your Global Support Teams by the regions from which customers raise support issues, you might want each set of agents to work on the same hours as the customers they help. 

○ Day Workers and Night Owls: If you have special teams that rotate your 24x7 support center by jumping in at different shifts, you might want to set definite working hours for each group. 

How to create multiple Business Hours? 

● Login to your support portal. 

● Go to Admin > General Settings > Business Hours. 

● Click New business hours. 

● You can create new business hours based on either location or a specific team. 

● Be sure to specify the appropriate Time Zone setting for your Business Hour. 

● You can also import holidays according to whichever country the team is working from. 

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Once you've created the business hours that you want, here's how to assign them to groups: 

● Login to your support portal. 

● Go to Admin > General Settings > Groups. 

● Select the appropriate group based on location and team. 

● Under the list of Business Hours, select the corresponding one. 

● Click Save and your all incoming tickets assigned to that group will have SLAs executed based on the Business Hours that you just defined. 

Here, the Billing team has been assigned Sydney's business hours. 

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Customer Satisfaction Ratings 

Customer satisfaction rating (CSAT rating) remains one of the best ways to gauge how your customers feel about your service and support. It refers to the percentage of customers that picked a positive answer to the survey question sent at the conclusion of an agent-customer interaction. 

The Customer Satisfaction Survey is a built-in functionality of Freshdesk that can be used to directly measure helpdesk efficiency and customer satisfaction with every support ticket. You can use the customer satisfaction report to analyze your agents’ relative performance; which can, in turn, help you assess your service, and provide better guidelines to train support people in the future based on past results. 

Using Freshdesk, not only can you send a survey question to your customers, but also choose the point scales (2, 3, 5 or 7) and ask additional questions. A single account may create up to 10 satisfaction surveys; however, only one survey can be active at any given point. 

If you are on the Blossom plan, there are a few limitations on how you can use the Satisfaction Survey feature. They are: 

● You can only use 3-point scales. If you would like to use the 2-, 5- or 7-point scales, you will need to upgrade to a higher plan. 

● You cannot add any additional questions to your survey. 

● By default, the option to 'Collect Additional Feedback' is selected. You cannot uncheck this field. 

A quick guide to setting up your surveys 

● Login to your Freshdesk account as an Admin. 

● Go to Admin > Customer Satisfaction > New Survey. 

● Give your survey a name and enter your primary question (the question that customers will see in the email, below the agent signature). 

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● Choose a point scale of your choice. While the default point scale is 3, you could also choose a 2-, 5- or 7-point scale as well. 

○ Here are some examples of the different point scales: 

○ 2-point scale (Yes, No) 

○ 3-point scale (Agree, Undecided, Disagree) 

○ 5-point scale (Poor, Bad, Neutral, Good, Very Good) 

○ 7-point scale (Very Poor to Exceptional) 

● You can choose between the default text or edit the point choices yourself by clicking on them. 

Once a customer takes the survey, the point scale will be locked down and the survey settings cannot be edited. You can, however, rephrase the questions and edit the answer options. Please make sure that the questions and answers are in-context as the responses collected before the edits were done will be shown under the new survey questions in the report. 

Designing your 'Thank You' page 

Once the customer clicks on the primary question to give you their feedback, they will be taken to the Thank You page, which can have any combination of the following: 

● A 'thank you' message 

● A text box where customers can leave more comments (enable this by checking the Collect additional feedback option) 

● Additional survey questions 

Adding Additional Survey Questions 

● To add survey questions on the Thank You page, click on the Add survey questions link. 

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● Choose a point scale and add up to 10 questions for your additional survey. Please note that all the additional questions must have the same point scale and point choices. 

Controlling when the survey is sent 

As an administrator, you will have the option to choose when the survey goes out to the customer. Surveys can go out: 

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a. When the ticket is closed 

b. When the ticket is resolved 

c. When the agent sends out replies to a ticket 

d. When the agent chooses to send it out 

If you choose to send the survey when the ticket is closed or resolved, you'll need to enable the corresponding email notification under either Admin > Email Notifications > Requester Notifications > Agent closes the ticket OR Agent solves the ticket. The survey will be sent along with the appropriate notification. 

When you choose to let your agents send surveys as they see fit, they will have to select the checkbox below the reply editor to send their survey. 

Note: Please note that the survey will not be sent when the ticket is created by an agent. 

Saving and enabling a survey 

● Once you're done setting up the primary survey question, designing your thank you page and selecting how and when the survey should be sent out, click Save. 

● You will be redirected to the Satisfaction survey dashboard. 

● Saving the survey does not mean that it's live - click the ON/OFF slider to the left of the saved survey to enable it. 

Satisfaction Survey Report view 

The Overview and the Responses tab of the Satisfaction Survey group the responses into 3 buckets - positive, neutral and negative. For instance, if you have set up a 7-point scale survey, the responses get split as 3-1-3; for a 5-point scale, it'll be 2-1-2 and so on. You can see the Overview and Responses at a glance and also for every question in the survey. 

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You can also see the survey report for a particular Group or Agent by clicking on the corresponding tabs. 

The Responses tab shows a list of the individual responses sent in by customers who responded to the survey. 

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Change Management 

Tracking helpdesk changes using Audit Log 

Communicating changes made in your helpdesk can be very easy when your team is small with a single Admin managing it. You can email the changes made, or even verbally convey it to your team. Some of these changes could also be related to financial and/or security policies within your company. As and when your team grows, keeping track of all those changes is going to be tedious. Your helpdesk can have multiple Admins who will have access to setting up or modifying existing workflows to improve helpdesk productivity. 

Changes made to a specific module in a helpdesk should be easily trackable so every Admin is aware of the changes made by the other. Audit Log in Freshdesk helps Admins oversee these changes made in the account. 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. 

Note: Reversing the changes automically is not possible. Admins will have to manually reset/change the setting as per requirement. 

Audit Log will assist you in viewing changes made to three specific modules: 

● Account Subscription 

● Agent 

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