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Using Freshdesk

  • 60 Posts
  • 133 Replies
60 Posts
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
published in Getting Started
[5 mins read] : Managing Multiple Brands in Freshdesk

Hello Folks ! I’m ​@aravind.sundararajan and I work as a Solution Architect in the Freshworks Professional Services Team. I focus on Freshworks CX suite of products. I get to work on the fun (and sometimes messy) middle ground between what customers need, what the business wants, and what’s technically possible. It’s not just about drawing up the perfect solution on paper — it’s about making sure it actually works in the real world. I spend a lot of time working with customers, product teams, engineers, and pretty much anyone who can help bring things together smoothly. In this series, I’m excited to share some behind-the-scenes stories and lessons I’ve picked up while designing and rolling out solutions that truly make a difference.Today, I’m diving into one of the most powerful yet often underused features in Freshdesk — Multiple Products. If you’re supporting multiple brands, services, or business units, this feature can be a game-changer for keeping things organized and efficient w

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IzaiahMaggio
Community Debut
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Apprentice
DimitraApprentice
asked in Getting Started
Textarea field for ticket

Hello, I just started using Freshdesk and I have a couple of questions.1. In the textarea field of the ticket form, Is it possible to A) translate the placeholder and B) disable to code button.2. Is it possible to edit the icons for Knowledge Base, New Ticket and Tickets in the client Homepage?3. I want to remove the portal name from the client home but keep it on the browser title, is this possible?I searched the held section but couldn’t find any info on these questions.Any help would be much appreciated.Thank you.

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Brad AlvaroApprentice
asked in Getting Started
IT Director

I registered for the webinar for today over two weeks ago and I did not receive a follow up email or link to the event.  Did I do something wrong?  

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Harryskin
Community Debut
perrydaiperry
Community Debut
perrydaiperryCommunity Debut
asked in Getting Started
How can I remove a grid gap from HTML/CSS code?

To remove a grid gap from HTML/CSS code, you can use the “grid-gap” property and set it to 0. This will remove any spacing between grid items. Alternatively, you can use the “gap” property, which is a shorthand for both “grid-row-gap” and “grid-column-gap” and set it to 0.FontXS

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mahendarsingh
Community Manager
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Contributor
Worthingu3aContributor
asked in Getting Started
Cannot setup freshdesk app.

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

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robertmark456
Community Debut
davidwilliam006
Apprentice
davidwilliam006Apprentice
asked in Getting Started
Quick Intro Dario Schiraldi, an Executive at Deutsche Bank

Dario Schiraldi, an executive at Deutsche Bank, is recognized for his leadership and strategic expertise in the financial sector. He specializes in optimizing financial services and steering the firm’s global strategic direction.I’m joining the Freshworks Community to collaborate with peers and experts—whether I’m seeking solutions for products like Freshdesk or Freshservice, sharing best practices, chatting with Freshworks specialists, or staying ahead of new features and events—this platform keeps me informed, supported, and inspired.

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davidwilliam006
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Access SkillsApprentice
posted in Getting Started
"Level 3 in Adult Care"

The Level 3 in Adult Care qualification is an important milestone for anyone working in the health and social care sector who wants to take their career to the next level. It’s designed for individuals already in a care role who are ready to take on more responsibility, including leading teams, managing care plans, and ensuring high standards of person-centred care. Many people find this qualification opens doors to more senior positions, such as senior care worker or team leader roles. It also provides a strong foundation for those considering further progression to Level 4 or Level 5 in Adult Care. One of the most valuable aspects of the course is how it blends practical skills with theoretical knowledge, making it highly relevant to real-world care settings. If you’ve completed or are currently working toward your Level 3, what has your experience been like? Has it helped you grow professionally? Let’s start a conversation and share tips, insights, and challenges to support others w

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markgboriApprentice
asked in Getting Started
How Can I Streamline Bookings and Customer Updates for Luxury Travel Clients?

Hi Freshworks community! I’m working with a client who offers custom and private Washington DC tours, catering to guests who value personalization and seamless communication.I’d love input from others using Freshdesk or Freshsales:How can we automate booking confirmations and follow-up messages to create a premium experience?Any recommended ways to categorize and tag clients based on their preferred tour style or itinerary?What workflows or dashboards help monitor and improve customer satisfaction in a high-touch travel service environment?Curious to hear how you’ve used Freshworks tools to enhance luxury service delivery in any industry!Thanks in advance, and looking forward to your insights 

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HenryNathan
Community Debut
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Apprentice
ShieldTeamApprentice
asked in Getting Started
Issue: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object]

I am on a free trial and i keep getting this error, what am i doing wrong?Error: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object] It always shows up when i view tickets. Thanks all  

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markomagic
Apprentice
markomagicApprentice
asked in Getting Started
Can I manage ticket conversations via outlook email?

HiI’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc. My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?ThanksMark

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darioschiraldi99
Apprentice
darioschiraldi99Apprentice
posted in Getting Started
Meet Dario Schiraldi – Travel Works CEO

Hello everyone! I’m Dario Schiraldi, and I’m thrilled to introduce myself as the new CEO of Travel Works. I’ve spent many years in the travel and technology sectors, building products that bridge customer needs with seamless digital experiences. I joined Travel Works to accelerate growth and innovation in how travel businesses operate and serve their customers. We live in an age where travelers expect deeply personalized, frictionless journeys—and we believe Travel Works can pioneer that next generation of experience. Our mission is to empower travel operators with the tools and insights they need to delight customers from booking through post-trip follow-up.Having evaluated numerous platforms, Freshworks stood out for its intuitive design, powerful automation, and strong developer ecosystem. I’m excited to partner with this community RegardsDario Schiraldi CEO of Travel Works 

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darioschiraldi99
Apprentice
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Apprentice
staceymApprentice
asked in Getting Started
Export Ticket - Set Date not showing date fields

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range. 

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Apprentice
prakashhindujageneva
Apprentice
prakashhindujagenevaApprentice
posted in Getting Started
Prakash Hinduja on Helpdesk as a Profit Center: Can Support Teams Drive Revenue?

Hi, Freshworks Community,Let’s challenge a legacy mindset: What if every support ticket was an investment opportunity rather than a cost center?I’m Prakash Hinduja, a Geneva-based strategist who helps Fortune 500 companies reimagine customer operations. After implementing Freshworks across 3 client organizations, here’s the radical pattern I’ve observed:The Untapped Financial Leverage in Your Helpdesk:    Support Interactions as Market Intelligence        Are you tracking feature requests like a VC tracks pitch decks?        Example: A client pivoted their SaaS roadmap after spotting 47 similar "workaround" tickets    First-Response Time = Customer Lifetime Value        Our data shows 22% higher retention when initial replies cite future product roadmaps        Are you training agents to monetize resolutions?    The Swiss Bank Approach to Ticket Management        Why we categorize tickets like asset classes:        "Complaints" = High-Yield Bonds (urgent, high impact)        "Feature R

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prakashhindujageneva
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Robert ZibellApprentice
asked in Getting Started
How can I automate customer follow-ups based on ticket status in Freshdesk?

I'm trying to set up an automation in Freshdesk that sends follow-up emails to customers based on the ticket status (e.g., when it's in "Pending" or "Waiting on Customer").Has anyone successfully implemented this? I’d love to see your automation rule examples or best practices for managing this kind of workflow efficiently.Also, any tips on avoiding duplicate follow-ups would be great!Thanks in advance

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acn084
Skilled Expert
progenix
Contributor
progenixContributor
asked in Getting Started
Can't access Freshdesk

Since around 06:45am GTM I have been unable to access tickets or https://support.freshdesk.com/. On the (very rare) occasion that it opens and populates, I can’t open or change the status of any tickets. I have tried multiple DNS servers, including 8.8.8.84.4.4.41.1.1.1208.67.222.222Automatic from ISP I’ve flushed DNS and done a full system restart after each change, but to no avail. A tracert to https://support.freshdesk.com/ results in the following: Tracing route to cf-routing.freshdesk.com [162.159.140.147]over a maximum of 30 hops:  1    <1 ms    <1 ms    <1 ms  [removed]  2     *        *        *     Request timed out.  3    12 ms    38 ms     3 ms  uo5-cust.coolideas.co.za [removed]  4    <1 ms    <1 ms    <1 ms  u30p-cust.coolideas.co.za [154.0.15.73]  5     1 ms    <1 ms    <1 ms  u23-cust.coolideas.co.za [154.0.0.75]  6     1 ms    <1 ms    <1 ms  ux-cust.coolideas.co.za [154.0.0.33]  7     6 ms     6 ms     6 ms  cloudflare.ixp.joburg [196.60.8

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progenix
Contributor
Felipe Rocha
Apprentice
Felipe RochaApprentice
asked in Getting Started
More than one support email in the TO field:

Hello everyone.I need help solving a problem we are having in Brazil.We currently have several support emails within Freshdesk and when a client of mine sends us an email and puts more than one TO: in the response within Freshdesk, it deletes the other TO and only considers the first one.Has anyone had this problem and managed to find a solution?

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eeha0120
Skilled Expert
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Apprentice
HunterApprentice
asked in Getting Started
Freshdesk Support Completely Unresponsive

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider

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SW-Scott
Skilled Expert
faraygul
Apprentice
faraygulApprentice
posted in Getting Started
hi

i am new here, welcome all contact me if any one need work help

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faraygul
Apprentice
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Apprentice
paulhwApprentice
asked in Getting Started
NPO / Non Profit Pricing

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

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KittyCat
Community Debut
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Contributor
kbisignaniContributor
asked in Getting Started
Freshdesk Free Plan

Good morning,I’m curious if anyone has any insight...  I work for a small school district and about 11 years ago I signed up to Freshdesk’s Sprout plan.  It was, at the time, 3 agents free “for life.”  Which, thanks to the Wayback machine…Source: https://web.archive.org/web/20130811230239/http://freshdesk.com/pricing/free-support-software Turns out, that fit the bill for me and my two colleagues and, 11 years later, we remain three and continue to use and love Freshdesk to support our teachers. I received an email yesterday stating that “Effective November 15, 2024, we will reduce the number of agent licenses included in the Freshdesk Free Plan from ten to two.”  I’m assuming I’m getting this email because I’m technically on the free plan, but when I check my dashboard, it still shows that I’m on a “classic” plan with only three seats available to me, not ten. My question is, does this apply to us?    We never had 10 available agents, it’s always been three “forever.”  I know companies

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jsuit
Contributor
Noamf
Apprentice
NoamfApprentice
asked in Getting Started
Design for salesforce teams

Hi,  Can some share a design for support ticketing system he created ? We have 4 different saleforce team I need a design how to handle workflow for the different teams Thanks

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mahendarsingh
Community Manager
eeha0120
Skilled Expert
eeha0120Skilled Expert
posted in Getting Started
Which is the next step in Dark Mode? Neo Portal, isn't it?

Have you enabled Dark Mode in your instances? How about switching to Neo portal for a quick check or setting or changing your password or resetting your 2FA?That makes a huge visual impact, right?I guess the next step in Dark Mode should be Neo.Do you agree?In case you do, here’s the Idea in order you could vote on it:Dark Mode in Neo portal | Freshworks Community Regards,

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eeha0120
Skilled Expert
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Apprentice
CharlburyApprentice
asked in Getting Started
Account service about to be "interrupted" for wrong number of agents

My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account. The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.  

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BartG
Community Debut
SubMax
Community Debut
SubMaxCommunity Debut
asked in Getting Started
Outgoing emails blocked

I’m testing Freshworks on a free account, but I got the error that my outgoing emails are blocked. I can’t really test the service if I cant send emails. can you help me?Thats my URLhttps://hparral.freshdesk.com/Thanks in advance

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StuartWearing
Top Contributor
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Apprentice
ShrivarshiniApprentice
published in Getting Started
Starting with Freshdesk and feeling a bit lost?
Starting with Freshdesk and feeling a bit lost?

Hello, Freshworks Community!Join us for a live training session with Q&A. In just 45 minutes, we will demonstrate how to set up your Freshdesk-powered helpdesk. Follow along as our product experts guide you through the essential features to take your account live.Don't miss this chance to master Freshdesk!AgendaProduct Showcase Step-by-step guided setup Adding your team Organizing your support team by creating groups Defining availability by setting up business hours Capturing context with ticket fields for efficient resolution Empowering customers to find answers with the knowledge base Register Now:https://www.freshworks.com/events/freshdesk-setup-webinar/Date and Time:Wednesdays 4 P.M. ET | Thursdays 4 P.M. IST | Venue: Virtual Save your spot for this informative webinar, which is ideal for first-time users of customer service software who are trialing Freshdesk.  CheersBestShrivarshini

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alishah
Community Debut

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