Setting up support channels

• Forward and convert your support emails to tickets in Freshdesk
• Multi-channel support
• Getting feedback from your website (with the feedback widget)
• Using sender's name as ticket requester in forwarded emails
• Creating a new ticket from Agent portal

See all 7 articles

Setting up multiple customer forms

• Introduction to multiple ticket forms
• Setting up multiple ticket forms
• Editing, cloning and deleting a ticket form
• Run automation on tickets created through a specific form
• Linking one or more ticket forms to your Portal and Help widget

Bringing in your support team

• Adding new support agents
• Understanding Full-time vs Occasional Agents
• Organizing Agents into Groups

Bringing in your Customer Base

• The Customers tab and what it can do
• Creating companies and contacts
• Customer 360 - Get complete context on your customer
• Importing and Exporting customer data
• Timezone and Language - Import format

See all 11 articles

Understanding Ticket Form and Fields

• Understanding the default fields in your ticket form
• Creating custom fields in your ticket form
• Using dependent fields in your ticket form
• Understanding ticket statuses
• Creating dynamic sections

See all 9 articles

How search works

• How search in Freshdesk works
• Filtered Search For Tickets

Admin Guide

• The Getting Started Guide for Admins
• System and Browser requirements for Freshdesk
• Working with the all-new admin console

Setting up and configuring your Customer Portal

• Rebranding your Support Portal to reflect your brand guidelines
• Using a custom support URL and pointing the CNAME
• Setting up multiple languages in Freshdesk (for the support portal and the help widget)
• Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change