When you navigate to Admin Settings, you see the following groups of options:
The settings available in each of these groups are described below. |  |
Freddy
| Setting | Plan Availability | Description |
|---|---|---|
| Freddy | Add-on |
Team
| Setting | Plan Availability | Description |
|---|---|---|
| Agents | Free | Manage your support agents. Add, edit, deactivate or delete full-time agents, occasional agents, and collaborators. Export your list of agents. |
| Groups | Free | Create, edit, or delete groups. Add or remove agents from groups and modify group-specific settings. |
| Roles | Create and manage roles that specify agent permissions for different activities in Freshdesk. Bulk-add or bulk-remove agents to a role. | |
| Business Hours | Create, edit, or delete business hours, time zones, and holidays and associate groups with them. These settings help automate a number of other functionality related to agent availability and SLAs. | |
| Skills | Define agent skills relevant to your business and assign them to agents. These settings enable skill-based automatic ticket assignment. | |
| Agent Shifts | Like business hours, this is a schedule management tool for agents but is internal and non-customer-facing. | |
| Agent Statuses | Define agent time spend with statuses that make sense for your business. These statuses can be automated and yield insights in reporting. |
Channels
| Setting | Plan Availability | Description |
|---|---|---|
| Portals | Free | Create and manage your self-service portals. Customize the appearance and features of each portal, along with custom CSS. |
| Email | Free | Configure email servers |
| Widgets | Free | |
| Facebook | Free | |
| Phone | Free | |
| Chat | Free | |
| Feedback Form | Free | |
| WhatsApp | Growth+ |
Workflows
| Setting | Plan Availability | Description |
|---|---|---|
| Ticket Fields | Free | |
| Ticket Forms | ||
| SLA Policies | ||
| Automations | Free | Create automation rules that self-activate and handle repetitive tasks in your |
| Email Notifications | Free | |
| Customer Satisfaction | ||
| Proactive Outreach | ||
| Omniroute™ |
Agent Productivity
| Setting | Plan Availability | Description |
|---|---|---|
| Canned Responses | Free | |
| Ticket Templates | ||
| Scenario Automations | ||
| Canned Forms | ||
| Arcade | ||
| Tags | Free | |
| Session Replay | ||
| Average Handling Time | ||
| Threads | Free |
Support Operations
| Setting | Plan Availability | Description |
|---|---|---|
| Apps | ||
| Customer Fields | Free | |
| Multiple Products | ||
| Advanced Ticketing | Free | |
| Sandbox | ||
| Custom Objects | Free | |
| Freshservice | Integrate your Freshservice account into your Freshdesk. | |
| Freshsales Suite | Integrate your Freshsales Suite account into your Freshdesk. |
Account
| Setting | Plan Availability | Description |
|---|---|---|
| Account Details | Free | |
| Plans & Billing | Free | |
| Import data from Zendesk | ||
| Account Exports | Free | |
| Day Passes | ||
| Security | Free | |
| Audit Log | ||
| Scheduled Exports | ||
| Helpdesk Settings | Free |
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