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Using Freshdesk

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56 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

912
IzaiahMaggio
Community Debut
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. 

170
S
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

120
prakashhindujageneva
Apprentice
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Apprentice
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

482
acn084
Top Contributor
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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? 

2277
jordanwell123
Community Debut
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

161
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?

111
eeha0120
Skilled Expert
H
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

1283
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
P
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?  

7924
KittyCat
Community Debut
K
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

10419
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

151
mahendarsingh
Community Manager
S
Skilled Expert
sbj
posted in Getting Started
Support european keyboard shortcuts

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

394
M
Skilled Expert
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,

482
eeha0120
Skilled Expert
C
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

442
StuartWearing
Top Contributor
S
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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hemanth.ramya
Community Manager
S
Apprentice
ShrivarshiniApprentice
published in Getting Started
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

2173
alishah
Community Debut
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Apprentice
SParsonsApprentice
asked in Getting Started
Can't get into the event

How do you join?  Is there audio?  

351
Kamakshi V
Community Manager
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

6700
perrydaiperry
Community Debut
diegolexieden
Apprentice
diegolexiedenApprentice
asked in Getting Started
Can you have different fonts across different worksheets of an excel file?

Change the font on all sheets by selecting all cells and changing the font. Select all worksheets by clicking on the leftmost tab, holding down the Shift key and clicking on the rightmost tab. On any of the worksheets, select all cells: ... Change the font.Fonty Fonts

271
S
Community Debut
M.th
Contributor
M.thContributor
asked in Getting Started
SSO logon language setting

Can I change or specify the language setting when a customer logs in via SSO from AzureAD?

1223
Sneha Kandasamy
Community Manager
M.th
Contributor
M.thContributor
asked in Getting Started
Can you set the secondary email for SSO

Our organization has different email addresses and AzureAD UPNs.For example: UPN=name@example.com,  mail=name@example2.comAt this time, when we create a request via email, the SSO account is not tied to the ticket.Freshdesk allows to define multiple email addresses for customer field.Can I link multiple email addresses in SAML?

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S
Community Debut
D
Apprentice
DeepanRajApprentice
asked in Getting Started
how c# api freshdesk ticket create

Can anyone provide me C# APi  code to create ticket .i need to know   what is basic need to create freshdesk ticket 

2701
eeha0120
Skilled Expert

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