Introduction to Freshconnect 6

• What is Freshconnect?
• How is Freshconnect better than Team Huddle?
• How do I get access to Freshconnect?
• Do I have to pay for Freshconnect?
• Getting started with Freshconnect as a collaborator

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Setting up your Freshconnect account 5

• How do I enable/disable Freshconnect for my organisation?
• Adding your entire organization to Freshconnect
• How do I enable agents to collaborate with other teammates and third party vendors?
• How do I remove a collaborator from my organisation’s Freshconnect account?
• How do I assign administrator status to other agents?

User FAQs 8

• What's the difference between an agent and a collaborator?
• How do I access all of my Freshconnect discussions?
• How do notifications work in Freshconnect?
• I can view a discussion attached to a ticket/deal in Freshdesk/Freshsales, but I am not able to view it in the Freshconnect web app. Why is it so?
• Terms of Service Update

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Using Freshconnect in Freshdesk 7

• How do I invite other agents to a discussion?
• How do I reply to a message?
• How do I reply to everyone in a discussion?
• How do I receive notifications on my discussions?
• How do I view the collaborators on a particular discussion?

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Using Freshconnect in Freshsales 8

• How do I start a discussion on a deal?
• How do I invite other agents to a discussion?
• How do I invite non-agent teammates to a discussion?
• How do I reply to a message?
• How do I reply to everyone in a discussion?

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Understanding the Freshconnect-Freshdesk Integration 4

• How does Freshconnect improve ticket resolution in Freshdesk?
• How do I install Freshconnect on my Freshdesk account?
• What are the requirements to use Freshconnect in Freshdesk?
• Does using Freshconnect affect my Freshdesk billing?

Freshconnect-Freshdesk Integration FAQs 7

• How is Freshconnect better than Team Huddle?
• How will the launch of Freshconnect affect existing Team Huddle users?
• Is this GDPR compliant?
• What will happen to my existing conversations in Team Huddle?
• Do I have to pay for Freshconnect?

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Team Huddle to Freshconnect Migration FAQs 8

• How is Freshconnect better than Team Huddle?
• Does Freshconnect have all the features of Team Huddle?
• I already use Team Huddle. How will the launch of Freshconnect affect me?
• What happens to my conversations in Team Huddle, once I migrate to Freshconnect?
• What steps do I have to take to move from Team Huddle to Freshconnect?

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Understanding the Freshconnect-Freshsales Integration 4

• How does Freshconnect make collaboration in Freshsales better?
• How do I get Freshconnect on my Freshsales account?
• What are the requirements to use Freshconnect in Freshsales?
• Does using Freshconnect affect my Freshsales billing?

Getting Started 0

Notifications 2

• Installing the Freshconnect Slack App
• Adjusting email notification preferences

Contextual Discussions in Freshdesk 3

• Inviting people from outside your organization to a discussion
• Start a discussion on a ticket
• Mute or leave a contextual discussion

Automations 36

• How to restrict certain domains in Freshdesk?
• How to automatically send follow up email for unresponsive customers?
• How to automatically reopen tickets when customer responds?
• How to handle and prevent webhook drops?
• How to restore deleted contacts?

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Email 34

• How to verify support email address?
• Can I use custom mail servers in Freshdesk?
• How to notify customers when agent adds public note?
• Why are the emails not converted as tickets?
• How to enable DKIM?

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Accounts and Billing 10

• What is the difference between Freshworks URL and Freshdesk URL?
• How to add an agent or user to Freshdesk?
• Why am I getting ‘You’re not allowed to access this page’ error?
• How to add agent licenses to Freshdesk?
• How to resolve issues with password reset?

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Analytics 8

• What are widgets in Analytics?
• How to get existing reports in Analytics?
• What is the difference between Helpdesk related reports in Analytics and Reports?
• How to view and edit mode in Analytics?
• What is the difference between Curated and Custom reports?

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Agent Management 4

• Why am I not receiving activation email?
• How to change an agent's email address?
• How do I transfer account admin access?
• How to change an agent's name?

Ticket list view 1

• How to filter tickets by creation date?

Security 4

• How do I delete user data?
• How do I export user data?
• How do I consent for data share and privacy policy?
• How to delete old tickets in a given period of time?