Admin Guide for Freshdesk Omni

Learn how to get started with admin capabilities in Freshdesk Omni.

Introduction to Conversations

Have proactive, contextual, and meaningful conversations with your customers.

Introduction to Ticketing

Set up your Freshdesk account, configure support channels, customize your portal to reflect your brand.

Conversations Across Your Channels

Connect your account with any messaging app and manage conversations from one inbox.

Ticketing Channels

Integrate your Facebook and WhatsApp accounts with Freshdesk and learn about the Help Widget.

Admin Configuration for Conversations

Set up your team, SLAs, business hours, automation, and more for your business.

Configuration and Workflows

Configure and set up workflows such as SLAs, CSAT surveys, ticket forms for Ticketing

Freddy AI for Conversations

Improve customer, agent, and admin experiences with Freddy AI Agents, Freddy AI Copilot and Freddy AI Insights.

Email Channel

Use your email channel to its full potential with all the information you need about email ticketing.

Freshdesk Integrations

Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs.

Unified User Management

Bring your team onboard the web application, assign them roles, and configure record access scope.

Enhancing the Agent experience in Conversations

Respond to and resolve conversations, and make the most out of your inbox.

Agent Experience

A comprehensive guide for agents to get used to ticketing.

Unified Analytics and Dashboards

Get insights into real-time metrics and easily make data-driven decisions

Analytics in Conversations

Get deep insights into your conversations to make data-driven decisions.

Reporting and Analytics

Make data-driven decisions using insights you can derive from detailed reports generated by Freshdesk.

Configuring Automations

Save time and manual effort by automating mundane tasks.

Customer Portal Setup

Control how your customers experience Freshdesk and help them make the most of your support portal.

Collaboration in Ticketing

Enable your teams with the best-in-class collaboration features to connect, share, and manage support tasks instantly for faster resolution.

Self Service Tools

Creating and managing content using knowledge base, multilingual KBase and community forums

Lead Generation

Create landing pages, run social media campaigns, and capture leads from Facebook with the CRM

The Freshdesk Mobile App

Support customers effortlessly even when you're away, using the Freshdesk mobile app to its full extent.

Deal Pipeline Management

Create multiple sales pipelines to replicate your business process. Create, track, and manage deals with tasks, appointments and more

Data Import

Migrate seamlessly from other CRMs to the web application and import relevant records such as contacts, deals, and more.

Field Configuration

Learn about the different types of fields offered in Freshworks CRM to capture information.

Web Forms

Articles on how you can configure and use webforms in the CRM

Territory Assignment

Group users into territories and create auto-assignment rules to assign a contact or deal to the relevant agent.

Organization Settings

Configuring secure access to your web application with SSO, and customize the CRM to suit your brand theme.

Collaboration

Enable collaboration on deals with the Slack integration and sales groups.

Tag settings

Label and segregate your records by adding tags. Configure tag settings for records and email templates.

Workflows

Create intelligent workflows to execute repeatable actions such as updating fields, sending emails, and assigning follow-up tasks using conditions.

Custom Modules

Create new modules with unique icons and customized fields to capture additional information specific to your business process

Quota and Goals

Create and assign sales targets to yourself and your team members and track progress.

Multicurrency

Enable your sales agents to sell across multiple geographies and create deals in multiple currencies.

Products

Add and track products that you offer and also associate them with deals to auto-calculate deal values.

Tasks, Meetings, and Sales Activities

Create tasks, schedule meetings, take notes, and sync your Google Calendar to the CRM.

Configuring Email Settings

Configure DKIM records, set up aliases, blacklist domains and more.

Sales Emails

Configure and manage email functionality suited for sales reps. Create templates, set email limits, and more.

Marketing Emails

Design, develop, and send personalized marketing emails to generate interest in your product and maintain customer relationships.

CRM Code Library

Capture website visitors, track their website activities and interactions on your web app, and update their data on the web application—all in real-time.

Phone Settings

Customize your phone number, assign numbers to your team, create call queues, and more.

Reports and Analytics

Generate intelligents reports to keep your teams apprised of your sales performance and use dashboards to view select reports in real-time.

Audit Logs

Keep track of all configuration changes made in your account and make it easy to bring accountability to any changes made in the CRM.

Terms of Service

Learn about the terms and conditions for using the web application.

Mobile App

Get all the functionalities of a CRM on your smartphone, with the mobile app for Android and iOS.

Integrations for Freshsales

Integrate with popular business apps such as Quickbooks, Xero, and simplify your business tasks.

User or Agent Settings

Configure the CRM as a user and personalize it to match your language, email, timezone, email signature, and notification preferences

Existing Freshsales User?

Learn how Freshsales Suite differs from Freshsales and offers a unified CRM solution

Internal Troubleshooting

Conversion Rate Optimization

Run heatmaps and click tests on your webpages, test multiple variations of your landing pages and more.

Configure, Price, Quote

Build company-branded documents using a built-in template editor to send accurate quotes to contacts.

CRM Tracking Code

Integrate CRM code on your website to start tracking page visits, create contacts, embed chat widget, and more.

CRM Data Migration

Migration from other CRMs to the web application

Guides [TEST]

Freshmarketer migration

Customer 360

Get a 360-degree view of your customers, view their associated accounts and deals, and gain more insights with the activity timeline

Record Management

Learn to manage, sort, bulk assign, delete, and forget records in the web application

Screen recordings

Short explainer videos on common queries

Billing

Information related to billing in Freshsales

Sandbox

Sales Sequences

Create and run sales sequences that are triggered based on field conditions and actions performed by contacts.

CRM_Security Management

Learn about compliance and policies in Freshcaller

Plans, Account, and Billing

Explore subscription plans and how to manage your account and billing

Configurations, Setup, and Number Management

Understand how to configure and use contact center functionalities to meet all your telephony needs.

Freshcaller for Agents

Know how agents can use phone and mobile widget and on-call controls to delight customers

Reports, Analytics, and Call Monitoring

Monitor contact center performance with real-time metrics, reports, and dashboards.

Introducing Freshcaller

Learn how to get started with Freshcaller, basic troubleshooting techniques, and system requirements.

Upcoming features for Customer Service

This category will contain all updates for upcoming features for Freshdesk, Freshchat, Freshcaller, and Freshsuccess.

Getting started with Freshsuccess

Learn how to manage users, edit role permissions, and configure custom data in Freshsuccess.

Account Management in Freshsuccess

Learn how to quickly review account health, support tickets, billing history, communications, and user engagement.

Email Automation in Freshsuccess

Learn how to personalize email campaigns based on customer behavior and lifecycle events.

Success Goals in Freshsuccess

Learn how to set up and manage success goals, playbooks, goal templates, and goal automation.

NPS in Freshsuccess

Learn how to setup the built-in NPS module to empower your CSMs with rich customer feedback.

Early Warning System in Freshsuccess

Learn how to proactively address customer risk, and identify new advocates or expansion opportunities.

Touchpoints in Freshsuccess

Learn how you can engage with your customers through Touchpoints and drive engagements.

Data Integrations in Freshsuccess

Learn how to integrate and sync data from multiple third-party systems into Freshsuccess.

Integration Guide in Freshsuccess

Integrate Freshsuccess with SaaS applications and third-party systems that you already use.

Security in Freshsuccess

Learn more about how Freshworks is committed to implementing security controls to ensure information systems and customer data are protected.

Reporting & Dashboard in Freshsuccess

Learn how to create custom charts and dashboards that focus on the KPIs that matter in your business.

Freshsales - General

Freshsales - Resolution Path

Freddy AI for Ticketing

Bots & AI automation to enable you to create a best-in-class customer experience throughout your support lifecycle.

Battlecards

Knowledge Base(FM)

Contact and Account Management

Create and manage Contacts and Accounts and understand how to track the entire lifecycle of your contact

Marketing Campaigns

Chat Settings

Configure a chat widget to engage with website visitors and assign agents to handle inquiries and grievances.

Getting Started with Marketing

Deprecated Articles

Policies and Data Protection

Moderate how you authenticate users on your helpdesk, how you host your portal and control access to it.