Configure Email Channel

• Overview of Email Channel
• Set up your support email
• Set up emails on Gmail, Microsoft Office, and other Customer Servers
• Configuring DKIM records
• Configuring Advanced Email Settings
• Create an SPF record to ensure proper email delivery
• Troubleshooting Email Errors

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Manage your Outbound Emails

• Overview of Outbound Emails
• Resolve Email Delivery Failures
• Why are emails not converted as tickets?
• Why are agents receiving tickets in their mailbox apart from the helpdesk?
• Why are customers not receiving emails from Freshdesk?
• How to avoid ticket duplication issue in Freshdesk?
• Gmail Basic Auth Deprecation and Migration to OAuth

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Set Up Email notifications

• Configuring Email notifications
• Configuring dynamic email notifications
• Using smart notifications
• Customizing email subject in tickets
• Troubleshooting Email Attachment Issues

Create Web Chat Widget

• Overview of Web Chat Channel
• Create Widgets
• Create Web Chat Topics
• Authenticate Users Using JWT Tokens
• Configure Prechat Forms
• Configure Away Experience
• Understand Threading Logic

Mobile Chat SDK

• Overview of Mobile SDK
• Mobile SDK - iOS Setup Guide
• Mobile SDK Android Setup Guide

Integrate WhatsApp Channel

• Connect your WhatsApp Number with Freshdesk
• Migrate Your Existing WhatsApp Number to Freshworks
• WhatsApp Pricing Model
• Track WhatsApp Usage Metrics from Freshdesk
• Manage Webhooks for WhatsApp
• Manage WhatsApp Message Templates
• Manage Your WhatsApp Business Account (WABA)

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Connect Your Facebook Channel

• Connect Facebook Page with Freshdesk
• Replying to Facebook posts from Freshdesk
• How Facebook Messenger API Update for Europe will impact Freshdesk users
• Why do you have to reauthorize your Facebook Page often?
• Facebook real-time messaging
• Agent Experience on Facebook

Connect Your Instagram Channel

• Connect your Instagram Business Account with Freshdesk Omni
• Agent Experience on Instagram

Configuring Help Widget (Legacy)

• Set up your help widget
• Advanced configurations with the help widget API
• Support multiple languages in your help widget
• Authenticating users into the help widget

Freshchat (Legacy)

• How can I set up the Freshchat integration?
• What does the Freshdesk - Freshchat integration do?
• Does Freshdesk support live chat as a channel?
• Getting started with Freshchat

Phone channel

• Adding a phone channel to your Freshdesk
• Setting up the Freshcaller integration
• What gets synced between your Freshdesk and Freshcaller account on integration?
• SSL settings while using phone in Chrome browser
• Exploring the phone widget
• Converting phone calls to tickets
• Availability of Agents on Phone channel

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