To create a custom widget that filters by source, you will need to use the Zendesk API to retrieve the data and then display it in the widget. When you set up your Freshdesk account, the system comes in the form of a very intuitive online dashboard, which provides direct access to your companies, contacts, reports, user forums, knowledgebase, social network tools, and tickets. Supervise with a Real-Time Dashboard. Make sure you are inside the Portal Layouts section. Freshdesk allows you to respond to tickets faster. When it comes to Freshdesk, you can access over 85 basic metrics and create custom ticket, company, and contact metrics and filtering and/or grouping data by standard or custom fields available in your Freshdesk account. In the dropdown, select the fields you wish to add or retain on. All your data and configurations will remain intact. Email support cannot be deactivated in Freshdesk, and a default support email address is mandatory for all accounts. Login Freshservice Now and Refresh your IT service experience The cloud-based help desk software Try Freshservice by Freshworks. e for an Admin of the Acco. You can view this data for all the queues/teams in your account or select a specific queue. Reorder the widgets once they are added to the dashboard. Open Alerts. Click on New Agent Status. In the Dashboard tab, click on the hamburger symbol on the top left corner and then click on + New team dashboard. 3. Phone Channel Configure Freshdesk's phone channel to efficiently manage all customer calls in one place. Now that you're signed up and ready to use the portal and all its great functions, a good place to start is the Portal Dashboard! The portal contains a variety of shortcuts and widgets that will allow you to quickly navigate the portal and get started. The dashboard is available in three types of snapshots : 1. svg Sidebar icon SVG file. Navigate to Dashboard -> Customize in your service desk portal. Click Save & Close. Learn to use the Freshdesk API to integrate existing and custom functionality into your helpdesk. Logging in and out of the iOS app. . Go to Admin > Ticket Fields. Freshdesk offers a scheduling dashboard for users to get a bird's-eye-view of their field team workflows, allowing users to reduce downtime, drag-and-drop appointments, balance workloads, and streamline tasks. Here's what you can do with Freshdesk, Track and manage incoming tickets from multiple channels into one single viewThe default dashboard in Freshdesk offers an overall view of the entire helpdesk’s performance and KPIs. Guía de activación - 3. Organization admins can access all the accounts and users in a single dashboard. Download Free Trial. We have recently refreshed our branding across our offerings and changed the names of our pricing plans. With Freshdesk, businesses can easily create automated workflows and quickly respond to their customers’ requests. Displaying plans. Agents can export tickets, contacts, companies, or granular account data easily, and quickly download it anytime, from a centralized window. You can choose from a variety of widgets covering your emails, phone calls. Sign up for Freshdesk +1 (866) 832-3090. Please ensure you're given only the Account Administrator role and remove any other role if assigned. Searching via Freshdesk on your Mobile App & other common actions. Default dashboard Freshdesk helps you analyze the ticket flow and derive insights to stay organized. Drag and drop the new fields you want into the. Switching back to the old Freshdesk will not be possible. Displaying plans. Acceda a Freshdesk, un software de atención al cliente en línea basado en la nube que ofrece asistencia técnica con todas las automatizaciones inteligentes para hacer las cosas más rápido. Meesho Loyalty Program (Smart Coins) Query_On_Mini_Games & Complaint_On_Mini_Games. 2. portal. You can sort through tickets based on agents, group type, created time, resolution due date, and other criteria. Freshdesk is an easy-to-use customer service platform as it features a dashboard giving you an overview of unresolved, overdue, urgent, and high-priority tickets. Security policies Winner: Freshdesk. ├── README. If you have set up SSO inside the Freshdesk, you will be instructed to set up the SSO on the Freshworks Neo Admin Center. Dashboards and. Ticket Dispatch. Streamline ticket workflows. Notifications and. Agent Snapshot These are role-based snapshot and would be available to the agent based on their role. To help integrate voice into your help desk dashboard, Freshdesk last year integrated with Five9, which is a cloud call center software provider. Freshchat for admins. By default, the report displays data for the last 29 days. A CSAT survey is a questionnaire put together by brands to identify their customers' satisfaction with the product/service provided. This is because all data in Freshdesk, including tags, tickets, and activities are associated with the agents in Freshdesk. Here are a few pointers to keep in mind when making a Freshdesk vs. Inside Analytics homepage, click on New Report. The data you see in the live dashboard is updated automatically. This feature is currently not available on Freshdesk Mint. This can motivate the support agent to take up work proactively and make it to the top of the leaderboard. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans. Similarly, if you want to remove the report from the report dashboard, click on the ‘three dots’ icon and select “Remove Widget” A deleted agent is not permanently removed from your Freshdesk account. Make data-driven decisions using insights you can derive from detailed reports generated by Freshdesk. Freshmarketer Multichannel marketing campaigns for e-commerce. Team Dashboards allows support managers to choose the right metrics for each support team and create separate dashboards to easily track performance, monitor health and make data-driven decisions. Freshdesk delivers a great impression with its customizable reporting capabilities. You can also move the newly created. Login to your Freshdesk portal as an Administrator; Go to Admin > Support Operations > Advanced Ticketing; Enable the toggle for Parent-Child Ticketing; Parent Child Ticketing will now be enabled in your account. Organization: Manage all Freshworks accounts from one admin dashboard. The new custom status added will now be visible for your agents in their accounts. Freshdesk allows you to respond to tickets faster. User Requirements: Supervisors, admins, and. Integrations in Freshdesk Extend the functionality of your helpdesk. When you send out responses to your customers - the ticket URL would be available to the users depending on the user permission which can be understood by navigating to Admin -> Channels -> Portals -> Settings. The Helpdesk icon (Admin > Account > Helpdesk Settings) to set up basic settings of your Freshdesk like language, time zone and colour schemes. Extend Freshdesk Analytics capabilities with GoodData integration. 1. Realize value and impact quickly. With Freshdesk, you can create articles for all your customers, or restrict articles for select companies or internal agents. No credit card required. If you do not wish your customers to login to your portal, but only to view the content which is made available on it, you could hide the login button from your portal. No strings attached. Setting up and configuring your Customer Portal 4. Placeholder. Navigate to dashboard and click on +New Dashboard from the dropdown. To apply the filter, choose the value by which you want to filter the report and click on the apply button. It's a drag/drop type design, and unlike Zendesk you CAN add to some default items like status. Customizing the widget's appearance. Only me: This dashboard can only be visible or accessed by you. In the Dashboard, the option Available agents will show all the agents who are available for the Automatic ticket assignment. Under Page Layout, customize the design of the specific page. The Freshdesk Mobile App Support customers effortlessly even when you're away, using the Freshdesk mobile app to its full extent. Navigation and Dashboard Modified on: Fri, 14 Jun, 2019 at 4:18 PM Tweet. This customizable dashboard presents a mixture of graphics and numeric data that can span everything from. From the Freshdesk dashboard, click on "Solutions" in the left sidebar menu. Explore features from Freshdesk Mint: example, if you have a website or dashboard where your users log in and would like to use the same to access Freshdesk, you could make use of Single Sign-On. You can stop an existing announcement and post a new one instead. Task Summary. Displaying plans. Freshsales Boost sales and productivity with a unified CRM Freshsales. Exclude Tables from Syncs. Now that we’ve covered ServiceNow, it’s time we talk about Freshdesk. Hover over the respective Portal and click Customize. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use integrations or even build your own to suit your needs. . Setting up widget filters. Try Our All-In-One Customer Service Suite. Try Our All-In-One Customer Service Suite. 1 reply. Turn on the toggle for Automatic ticket assignment or Omniroute and click the check the box to Allow agents to change their availability for automatic ticket assignment. Choose your metrics: Freshdesk’s analytics module offers a variety of metrics to choose from including customer satisfaction ratings, interactive dashboards, custom reports, and scheduled reports. When a customer sends an email to your support address, which is configured in Admin > Channels > Emails, and you've set up forwarding rules in your support mailbox, the email will appear in. Start free trial Request demo. Freshchat AI-powered bots and live chat and across every messaging channel Freshchat. Please. Use the Freshdesk mobile app to stay on top of important metrics without having to leave the mobile app. Start Free Trial. Get access to several functionalities in Freshcaller that allows your business to deliver great customer engagement experience. Recent Reviews. Click on the Customize portal button on the top right corner. Freshchat AI-powered bots and live chat and across every messaging channel Freshchat. Integrating Freshdesk with Klipfolio allows you to develop custom dashboards that give you and your team insight into your performance. Log in to your account and click on the live dashboard tab from the left panel. Are there any plans to introduce a dark mode theme for the platform? c. KPI dashboards surface the metrics that matter, helping you to make better, faster business decisions. Fri, 3 Mar, 2023 at 3:19 PM. Freshchat. Themes. –Freshdesk will open and you will be in the Freshdesk Dashboard Home page. It provides insights into various customer service data like ticket volume, agent productivity, customer satisfaction, response time, and resolution time. Inscríbase para una prueba gratuita hoy mismo. Admins can invite Collaborators from outside the. Choose what level of access you want to provide - global, groups or restricted. 1. On clicking the Activities button, replies/notes are collapsed automatically and the following. Here you can see the list of fields in your service task form by default. A quick guide to adding a ticket status: Login to your Freshdesk account as an administrator. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. Go to the default dashboard by clicking on the top left icon in your Freshdesk. The second group of placeholders you might be using quite a lot is related to your users and how they access your portal. The Dashboard would refresh once every 30 seconds for the Score cards and Bar charts (Live widgets). Start your 21-day free trial. Select the Layout & Pages tab. Reporting and Analytics Make data-driven decisions using insights you can derive from detailed. You can mark the checkbox accompanying the. As an Administrator of your Freshdesk account, you can set up Helpdesk Restriction by following the steps below, Navigate to Admin from the menu. To read about this feature on Freshdesk Mint, refer to this article insteadFreshdesk Delight customers and agents with effortless service and support Freshdesk. View call queues, agent availability information, and ongoing calls. These widgets are fixed with options to filter by Group and Product and it cannot be customized. Phone Channel Configure Freshdesk's phone channel to efficiently manage all customer calls in one place. Freshdesk Pricing. Select the Layout & Pages tab. Enter your credentials and re-authenticate your account. The Dashboard is customizable to every teacher's liking and consists of widgets to allow. There were issues in the FSM dashboard - Tasks in the period 29 Oct to 31st Oct were not shown. An update is made to an existing related or tracker ticket. To top it off, Freshdesk is known for its transparent and reasonable pricing, 24x7 customer service, and quick time to value. One cost-effective platform. Phone. Freshdesk may temporarily disable access to your portal to ensure account protection and service availability. This is achieved by turning every support ticket into a chance to score points. The new dashboard contains Admin, Supervisor and Agent Snapshot with metrics that are role specific. A comprehensive guide to Freshdesk, for agents. md This file ├── app Contains the files that are required for the front end component of the app │ ├── app. Proactively reach out to them and offer help. name. This article gives you detailed information on the various metrics available in. Convert all email and social inquiries into tickets and track, prioritize, and reply using Freshdesk. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans. Admin. The scheduling dashboard feature is available on Blossom, Garden, Estate, and Forest plans in Freshdesk. ). Create a Custom Dashboard . Delight customers and agents with effortless service and support Freshdesk. What are business hours and calendar hours?The Freshdesk iOS app has a scorecard widget that displays important information about everyday tickets in your Today view. Sign up for Freshdesk today . These widgets are fixed with options to filter. A parent ticket can be created from an existing ticket by adding a child ticket. Go to Admin > Workflows > Ticket Fields. Freshdesk Release Notes - October 2023. Please navigate to Admin -> Support Operations -> Apps -> click on slash integration to see the settings (gear icon) where you could see this configuration. The Customer Satisfaction Survey Reports lets you measure the helpdesk efficiency and customer satisfaction with every support ticket. Freshdesk has pricing options for teams of varying shapes and sizes. You can get started with a fresh empty widget and input your metrics. So there are two options - logged-in users or anyone with a public ticket URL. My favorite thing about Freshdesk is it streamlines the different channels to the Freshdesk dashboard allows the agent to work without switching the. Also, you can see the time spent by each agent in the current status. To delete a particular widget, go to Customize, click. We have recently refreshed our branding across our offerings and changed the names of our pricing plans. Hover over the respective Portal and click Customize. Go to the Admin tab, and click on Portals under Support Channels. You can use any of these two commands to find tickets with the ID 123456 Search for tickets about refunds on FreshdeskMultiple products Up to 5 products Includes up to 5000 Collaborators Invite external agents and third parties into Freshdesk to help full-time agents resolve complex customer issues. Learn more about Freshdesk ticketing system: satisfaction (CSAT), also known as consumer satisfaction or client satisfaction, is a measure of a customer’s happiness and sense of value with your product or service. Resolve customer issues with complete context and create seamless experiences across channels. Appearance customization of the widget is available for accounts from the. How to use the dashboard. The different support channels include - Email, Phone, Chat (from Garden Plan onwards), Facebook, Website (Portal and Feedback Widget) and E. Editing the Dashboard Layout. You can access the customization menu at the top right of the Dashboard screen, under your profile picture. A CSAT survey can be used to track customer sentiment across each touchpoint of the customer journey. Click "Add widget" to load a pre-saved analytics chart or account list. All products and trials. Go to Admin Settings > Agent Statuses. This feature is not available on the old Freshdesk. Understanding SLA Policies. com Sign up for free Login to Freshdesk, an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. Freshdesk is cloud-based customer support software that features a ticketing system, automated workflows, a knowledge base, and self-service portals. Please navigate to Admin > Workflows > Ticket Fields. It gives a birds-eye view of the day-to-day trends in the volume of enquiries, customer happiness, agent availability, and agent performance across all support channels. To know more about Team Dashboard you can check out the article . pngDashboard and Report APIs. Knowledge base builder. We have recently refreshed. With Freshdesk Analytics, you can regularly monitor. As a supervisor or a support manager, you can make effective decisions on agent count, agent shift timings, CSAT scores, etc. Be it ticket trends, recent activities, or to-do list, you can view them all in one place. You can also require certain information on ticket submission, as opposed to Zendesk which only lets you specify fields are filled in when tickets are being closed. Click on Add Chart option on the reports screen. Overview. They can be any stakeholder who can assist full-time agents with ticket-related information, updates, opinions, or approvals to resolve a customer issue. In this video, we'll show you how to compare current helpdesk trends with the previous month’s data. Gives an overview of agents’ performance across different channels. All features IT Asset Management software. 1. You can choose to increase/decrease the number of hours. 사용자 정의 가능한 팀 대시보드를 사용하면 조직 내 팀/그룹은 한눈에 팀 성과를 명확하게 확인할 수 있습니다. Each team dashboard can have the following widgets and respective counts. This can be done with the help of the open API . Get going for free. Please check the following in the Slack app: 1. Click here for a step-by-step guide on opening the widget when your customers click on a button or a link. Add widgets from the Widget Library. For example, you can see who handled the Facebook tickets that violated first response SLA. You shouldn't have to check your Freshdesk dashboard constantly—but you also don't want. Freshdesk Delight customers and agents with effortless service and support. More about managing your call center. You can create custom dashboards, compare related metrics, and access your tickets,. Note: Only Admins, Supervisors, and Agents with custom roles that have. The scheduling dashboard feature is available on Blossom, Garden, Estate, and Forest plans in Freshdesk. This is achieved by turning every support ticket into a chance to score points. You might want to do this for certain reasons: Prevent solution articles with sensitive information from being displayed publicly. Switching back to the old Freshdesk will not be possible. The data in Freshdesk Analytics is represented in reports, and each report is created using metrics and filters. Go to Admin > Team > Roles > New Role, and enter a name and description for this role. Sign up for free Login to Freshdesk, an online cloud-based customer service software providing helpdesk support with all smart automation to get things done faster. Clicking on any of the displayed data takes you to the corresponding section. CTI is a framework that enables you to build and integrate your telephone system with Freshdesk. Enable customers to help themselves by finding answers on their own. With tickets being sorted on the factors of priority, date, and importance you can easily organize your requirements. 1. Categorize, prioritize, and route tickets to the right teams by creating your own business rules. From the Dashboard tab, click the hamburger at the top left, then New Dashboard. You can login to your Freshdesk account using the Login option at the top-right on your Freshdesk Portal, which will be available in the URL. Pricing Rating Last Update: October 19, 2022. Details on the total number of calls, chat, and tickets that agent has worked on. These widgets are fixed with options to filter by Group and. Using Threads on the Freshdesk iOS & Android mobile app. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. The 'To-dos' you add will show up on the Dashboard similar to how the To-dos you add on Tickets show up: Associating one contact with multiple companies (available on the Estate and. To set up Forum Moderation, kindly navigate to Admin > Channels > Portals > Settings > Moderate Forums and select the option "Moderate all Topics and Replies". This opens the Organization Dashboard page in a new tab. Thankfully, Zapier offers several ways to connect Freshdesk to your preferred communications method. But with customizable Team Dashboards, you. Ticket volume trends show. With the Multiple Products feature available in Freshdesk, you can create several products, depending on your plan type. * * Your data is in the GoodData app, and you are ready to go. 3. This video will give you a quick tour of the Freshdesk ticketing dashboard. This also lets you mix and match different properties and metrics. Reporting and Analytics Make data-driven decisions using insights you can derive from detailed reports generated by Freshdesk. The lookup_parameter accepts either “display_id” (record ID) or “primary_field_value” (user defined record value) 2. While the primary_field_value is defined by the user. You can add or remove the fields being displayed as part of the requester widget, from under Admin > Support Operations > Customer Fields >Customize Requester Widget option. In-app collaboration with your team when creating articles. Sometimes, narrowing down the dataset is essential to find the root cause of the problem. There are four trophies in Freshdesk, each based on different criteria: Most Valuable Player: Agent with the most overall points for the current month. In order to create a new source, Go to Admin -> Workflows -> Ticket Fields. Rename your workflow to Freshdesk-Webhook and then click on Save and continue. Integrations in Freshdesk Extend the functionality of your helpdesk with ready-to-use. Show solution articles with information about a company to just contacts from that company. The dashboard can also include data about high-priority tickets and the source channel (email, Facebook, Twitter, etc. As an enterprise business, you can now create custom metrics using single arithmetic operations or even complex functions to stay on top of the metrics most relevant to. The data export feature in Freshdesk allows you to schedule an export of ticket information, which can come in handy for: Creating daily reports for dashboards to help Admins track the helpdesk’s performance Comparing turnaround times for d. If you have signed up before Aug 9, 2021, please click Previous plans to view your. You can customize your Organization details like name, URL, logo, address, and more. Click Copy, then Cancel. Login to your support portal as an Administrator. Click the Edit button next to the Agent whose privileges you want to modify. Create & manage Slack threads within Freshsuccess to collaborate and delight customers. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. SSH Tunnel - Many Connectors. Viewing the callers in queue. Freshdesk Contact Center (call center) has one free plan and three paid plans from $15-$69/agent/month, plus pay-per-minute calling fees (billed monthly. In the normal mode, the ticket description, all conversations (replies/notes) and responses to the CSAT survey (if enabled) are visible. Click the reporting icon and choose Analytics. The entry will be added to the list of to-dos in the helpdesk, which is displayed on the Dashboard. Create a Custom Dashboard . You can view activities on new tickets submitted to your helpdesk, status changes, ticket assignments, etc. Freshdesk’s simplicity means that you can set it up and get started immediately, without formal onboarding. Agents can use Quick Create under the customer's tab for manual addition using Contact Name and Email Address/Phone Number. Rant. No credit card required. When this is complete, you could check this in the dashboard which would be reflected inside the ticket as well. Leverage 650+ one-click integrations and flexible APIs to access customer data right within Freshdesk and offer personalized assistance. The widget displays the number of Unresolved, Open, Overdue tickets and more based on your default dashboard settings. Click on any of the widgets to get a detailed view of the ticket list. This feature is available from the Estate/Pro Plan onwards in. Zonka Feedback. You can then choose and apply all the necessary. Sometimes, narrowing down the dataset is essential to find the root cause of the problem. Deliver contextual support Show helpful solutions based on where your customers are on your website. Freshworks Customer Service Suite presents the Unified Dashboard, a powerful tool that provides real-time analytics of your support service across Freshdesk, Freshchat, and Freshcaller. Automating workflows when a ticket is being linked to a tracker ticket. All must-have features supported but not innovative, compared with other alternatives. Centralized Security Settings: all your security settings in one place. Knowledge base software by Freshdesk is a great option for all types of businesses. All your data. There is no limit on the number of users that can be added. Edit Portal. This can be done by enabling the option 'Only logged in users can submit a ticket in the portal' under Admin-> Channels > Portals -> Settings and choose the opens available under User permissions for portal. Freshdesk Delight customers and agents with effortless service and support. With the live dashboard, you can: View real-time data for the past one hour or for the. Insight by Combining Freshdesk Data Real Time. 2. You can then render this custom app inside an iframe. By Nicole Replogle · October 10, 2022. This allows you to perform "RESTful" operations like read, modify, add or deleteThis video walks you through the key features offered by the ticket list page in Freshdesk. Sign up for Freshdesk +1 (866) 832-3090 +1 (866) 832-3090 +91 (44) 6667 8040 +44 (800) 808 5790 +61 2 8188 4692. Design a customized dashboard and pick the Omnichannel KPIs that matter to your team. Freshdesk with Omniroute: The timestamp is not available. Enter the privileges that an agent with this role should have by selecting the appropriate checkboxes under Tickets, Solutions, Forums, Customers, Reports, and Admin. Is it possible to add a banner (or something as visible) to the Freshdesk dashboard to draw agents attention to certain things? Something like the current banner where Freshdesk informs us of upcoming outages - that kind of thing. . Visit technical documentation for Freshdesk data connector. If you have signed up before Aug 9, 2021, please click Previous plans to view your. 3. We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. Take a look at our library of dashboard. If you have set up your Freshdesk account to support multiple products, you must include proper branding in all your outgoing messages. Previous plans. Freshdesk is an intuitive and powerful help desk ticketing system used by teams of all sizes to deliver fast and contextual support. Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. On the Dashboard, enter a task into the text box shown under Add a to-do and press Enter. Modified on: Thu, 23 Dec, 2021 at 3:46 PM. Effortlessly forward your ongoing call to a queue or an IVR. In tickets > if Status > is any of > 'Waiting on 3rd party' In tickets > Hours since agent responded > is greater than > number of hours (example: 36) Actions:This can be done with the help of the open API . While the default point scale is 3, you could also. A quick guide to working with the knowledge base dashboard. The KPI widget in the live dashboard allows you to view and monitor the most important call center performance indicators, such as the total missed calls, abandoned calls, incoming and outgoing calls, etc. Connectors FAQ. Freshdesk is designed for businesses of all sizes, but it's particularly well suited for small- and. Confirm that the callback URL from your Auvik / Freshdesk observer rule is correct in Freshdesk. If you are wanting to get a report on the tickets raised by specific companies, you can make use of the Reports and export the same from inside Freshdesk. We are happy to announce that your admin console has been significantly refreshed to help you get the best out of your Freshdesk. Click on any of the widgets to get a detailed view of the ticket list. Freshdesk marketplace with many integrations (Salesforce, Slack, etc. You can also try this out if you are on the Freshdesk trial. We have recently refreshed our branding across our offerings and changed the names of our pricing plans. Timely Notifications. A parent ticket can be created in two ways: 1. 1. . Documentation. All your data and configurations will remain intact. People can also create service tasks for tickets requiring a field team response and track their status to completion. Login to Freshdesk as an Admin. Hover over the widget, click the “ + ” symbol and after you’ve filled the fields, click Save. Go to Admin > Team > Groups. The default dashboard in Freshdesk offers an overall view of the entire helpdesk’s performance and KPIs. The dashboard consists of multiple widgets displaying the data of the knowledge base articles. To remove items from the dashboard, clear the options. This feature is available from the Estate/Pro Plan onwards in. The dashboard lets you know what’s happening inside the helpdesk. You will already find 13 default sources already available. You could configure Single Sign-On within Freshdesk by going through your Freshworks Org page. Various methods for creating a contact in Freshdesk: 1. You can also customize the look and feel of the help widget to match your brand. i. Delight customers and agents with effortless service and support Freshdesk. Quick guide to changing an agent's ticket scope. ) for all tickets. Freshdesk user reviews from verified software and service customers. Checking recent helpdesk activity. Set up a FireText SMS number and use this integration to receive support tickets via SMS. We have now made the Dashboard and Report APIs public. Go to Admin > Workflows > Automations > Rules that run on ticket updates. The Omnichannel Availability Dashboard provides a holistic view of your team's availability across Freshdesk,. . Displaying plans. Click your Organization URL under Manage your organization.