Freshdesk is a cloud-based general purpose helpdesk and ticketing system that allows organisations to support their customers through email, phone, website, Facebook and Twitter. Freshdesk is easy to use and requires no installation or training. It has an intuitive interface that enables agents to be up and running in minutes, and assisting your valuable customers.
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Freshservice is a modern IT focused helpdesk. Built on the foundations of Freshdesk, Freshservice is optomised for IT Support teams who are looking for an ITIL ready service desk in the cloud. In addition to the ticketing, knowledgebase and user forums which Freshdesk provides, Freshservice also has modules for asset management, problem, change and release management, contract management and a service catalogue - in fact everything that a modern ITSM support team would need. Many of the features of Freshservice are covered in these Freshdesk tutorial videos. For additional Freshservice videos, click here.

Freshdesk Overview - Part 1

This overview video gives you a quick idea of how you can organize tickets, add and manage agents, and leverage powerful automations in Freshdesk. If you've just signed up for Freshdesk, this video should help you get started.

Freshdesk Overview - Part 2

This video gives you a quick overview on social support, knowledge base and community forums in Freshdesk.

Setting up support email

Instructions on how to can quickly set up your support email and configure your Gmail inbox to forward your support emails to your Freshdesk account.

Setting up forwarding rules on Office365

Here's how you can configure your Office365 account to forward your support emails to your Freshdesk account.

Customizing your ticket form

Here's a look at the ticket form inside Freshdesk, and how you can customize the form to suit your needs.

Freshdesk's Integrated Live Chat

Learn to set up Freshdesk's integrated live chat solution and chat with your customers in real-time on your website, online software, or support portal directly from within Freshdesk.

Setting up the Feedback widget

See how you can set up Freshdesk's feedback widget on your website, support portal or any web page and make it easier for your customers to contact you.

Integrating your Twitter account with Freshdesk

Learn how you can integrate your Twitter account with Freshdesk and convert your direct messages and mentions into tickets.

Freshdesk's Integrated Phone Channel

Learn all about Freshdesk's built-in phone support channel - buying numbers, setting up IVR, converting calls to tickets and more.

Setting Up SLA Policies

Find out what Service Level Agreements are and see how you can set up SLA Policies for your helpdesk.

Freshfone - Part 1 - Getting Started with Freshfone

This is a video to help you setup Freshfone options in Freshdesk.

Freshfone - Part 2 - How to use Freshfone

Learn how agents use the Freshfone in Freshdesk.

Freshdesk for Mobile - keeping tabs on your tickets

Learn how to use the Freshdesk app and keep tabs on your tickets when you're on the go.

Hangouts Integration with Freshdesk

See how your agents and customers can quickly initiate a Hangout from Freshdesk.

Agent Guide: How To Get Started With Tickets

Tutorial - Automating Freshdesk using Dispatch'r

This video is an extended tutorial for the Dispatch'r in Freshdesk. It covers how to use the Dispatch'r, how to categorise, prioritise and automate the whole process of receiving tickets and assigning them to agents.

Freshdesk Webinar Series

The following videos come from a series of training webinars which Freshdesk ran covering different aspects of the Freshdesk application in some detail.

Automations

This webinar covers automating customer support using Freshdesk. The webinar covers: helpdesk management & automation using Dispatchr, Supervisor, email notifications, canned responses & email templates, the observer and more!

Advanced Reporting & Insights

The recorded video of the Webinar on Advanced Reporting and Insights in Freshdesk. The webinar covers: helpdesk management & Customer support review, Performance, Smarter Reporting, Meaningful Insights, Types of reports & understanding them.

Gamification

Automate customer support and motivate agents by making a game out of solving tickets and rewarding them with trophies. Keep agents engaged, happy and make work fun.

Themes, Plugs & Extensions

This webinar covers FreshThemes and FreshPlugs - how to use CSS customisation to rebrand your support portal, and how to integrate any third party product with Freshdesk.

Best Practices in Customer Support

Best Practices in Customer Support covers tips and tricks to get the best out of Freshdesk. Insights on using Automations, Reporting and various other day to day tasks in your helpdesk.