Help Center

Install Audio Video Attachments and set up your agent API token.

Browse the full ticket conversation in a Slack-style chat timeline with inline media.

Play audio, watch video, preview images and PDFs — inline, without leaving the ticket.

Write rich-text replies and private notes, attach files, and send them from the compose box.

Record live audio with a waveform visualiser and attach it directly to a reply.

Record live video with background blur, mic mute, and camera controls — then attach it to a reply.

Speed up your workflow with keyboard shortcuts for navigation, recording, and sending.

Generate a secure one-time link that lets customers record audio, record video, or upload a file directly to their support ticket — no email attachment needed.

Install and set up Kanban Board Pro for your Freshdesk account.

Create, rename, share, and organise multiple boards for your team.

Choose what axis your board is organised by and customise its columns.

Narrow down tickets with filters, change sort order, and switch between swimlane and standard views.

View ticket details, drag tickets between columns, and update ticket properties from the board.

Send replies, add private notes, upload files, and record audio or video — all without leaving the board.

Configure the Agent API Token setting, switch themes, and use keyboard shortcuts.

Install Slack Channels, connect your Slack workspace, and start your first escalation.

Create a private Slack channel for every escalated ticket, with full archive and reopen support.

Route all escalations into threads inside a single shared Slack channel — ideal for orgs that restrict channel creation.

Create a Slack channel or escalation thread for any Freshdesk ticket in one click.

Join an escalation channel, invite external collaborators, and swarm an entire Slack usergroup in one mention.

Read and reply to the Slack conversation for any ticket without leaving Freshdesk.

Share file attachments, record audio clips, and send video messages from the in-sidebar chat panel.

How ticket status changes, resolution, closure, and reopening are reflected in Slack automatically.

Install the app, connect your Twilio account, and configure the webhook so incoming and outgoing SMS both work.

How inbound SMS messages become tickets, how contacts are matched, and how smart threading prevents duplicate tickets.

Compose and send SMS or MMS directly from any ticket using the sidebar composer, including templates and from-number selection.

How to activate auto-SMS on agent replies using the ticket tag, and how it works from web, mobile, and Slack.

Schedule an SMS or MMS to send at a future date and time, and manage all pending messages from a central dashboard.

View the full message history for a ticket and check per-message delivery status directly from the SMS Logs tab.

Set up SMS Alerts to automatically send messages to customers when ticket events occur — create, update, escalate, or resolve.