The First Step

the first step
Email and notifications

Any email sent to the primary support address gets automatically converted into a Freshdesk ticket. You can categorize, prioritize, and assign emails to support agents. You can enable notifications so as to stay updated while you are working on other tabs. You can also handpick the actions you want to be notified of.

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Agent and group creation

Once the helpdesk is set up, you can add support agents and create separate groups for each team. This helps in assigning tickets to respective groups without any confusion. Plus, you can decide the actions the agents can perform within the helpdesk. Right from ticket access to shift hours, every factor can be customized on both group and individual basis.

Adding Support Channels

Chat support

By integrating Freshchat with Freshdesk, you can enable chat in your customer portal. The conversations can be converted into tickets, mapped to different teams, and followed up proactively. Apart from this, Freshchat can be synced with FAQs, incorporated into all channels and integrated with external apps to obtain customer information.
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Phone support

You can make/receive calls using Freshdesk by integrating with Freshcaller, the cloud-based phone system. Whenever a customer calls, you get notified whereas the missed calls get listed as tickets. You can also use Freshcaller to route calls, based on agent availability, and also take notes while attending calls.

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Website support

You can obtain customer feedback by placing ticket forms either as a pop-up widget or by embedding it. You can customize the ticket form and add capabilities like file attachment, search option, mobile view in both types of widgets. This form acts as the first line of deflection and enables proactive reach out when customers are frustrated.

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Facebook support

Adding your brand’s Facebook page to Freshdesk enables you to respond to your visitor’s posts and comments. While DMs become tickets by default, you can decide which posts or comments need to be converted into tickets through keyword filters. There’s also ticket threading interval that puts multiple messages from the customer under a single ticket during the specified period of time.
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Twitter support

Logging into Twitter to check if there have been any tweets or DMs can get exhausting. Here’s where adding your brand’s Twitter handle to Freshdesk can be of great help. The tweets, DMs, and even brand mentions get displayed as tickets.
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Branding Your Customer Portal 

Portal customization

By default, Freshdesk logo and favicon will be reflected on the helpdesk portal. You can rebrand these by updating your brand’s logo and favicon. Freshdesk also lets you customize almost every element right from portal color to font style. This will make it easier for customers to identify when they log into the portal.

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Productivity Hacks


While groups are a great way to categorize teams, there might be different responsibilities within each team. For example, your billing team might have different agents to handle refund and payment failure issues, respectively. Here’s where you can use tags to classify the tickets so that agents can find the issue type at a glance.

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Ticket creation rules

Ticket creation rules empower you to create rules on incoming tickets and thus automate your support workflow. For example, you can set a rule that every incoming email ticket with the word ‘problem’ has to be replied with ‘received’. This way, you can use Freshdesk to set various conditions and minimize the repetitive tasks that affect agent productivity.

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Canned responses

Typing out the same response, over and over again, affects your productivity. With Freshdesk, you can overcome this problem using canned responses. You can create any number of reply templates for various situations and categorize them into folders. Whenever a repetitive issue comes up, all you need to do is click the canned response icon and attach a suitable response. You can also find the required template or article with the help of keyboard using quick actions.

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Smart Helpdesk Management

Public and private notes in tickets

A complex issue will require multiple teams to work together. Adding private notes to the ticket lets you highlight complications to concerned agents or teams, as and when they arise. Similarly, you can add public notes if you want to inform the customer.

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Ticket activities

Getting the context of an issue gets difficult especially when the ticket is moved between different teams. A briefing is required every time the ticket goes to another team thereby leading to endless loops. This is where ticket activities allows you to view the history of a ticket right from its creation.

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Merge tickets

Every now and then, a customer might contact you through different channels for the same issue. Or sometimes, many people might report the same issue. In both cases, a lot of tickets are created, leading to chaos. Freshdesk gives you the option to merge all these tickets in chronological order. You can add/remove tickets from the merge, include private notes, and notify the customers.

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Freshconnect collaboration

When you need the help of another agent or team to resolve an issue, you can collaborate right inside Freshdesk using Freshconnect. All you need to do is start a discussion from the ticket page you want to collaborate on. This way, the collaborator will be able to view the ticket and won’t need any briefing. You can also invite non-agent members outside your organization for collaboration. Nevertheless, your helpdesk will stay safe as they will be able to see only the ticket you’ve shared.

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With Freshdesk you can maintain a to-do list right within the helpdesk. You can either add a to-do task within the ticket, which can be seen by all agents, or add it to your own dashboard. You can mark the checkbox accompanying the to-do task when it’s done.

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