Blog
Notes from inside the Freshdesk ecosystem.
Articles, tutorials, and the occasional opinion. Written by people who ship to the Freshworks platform every week.
- ·8 min read
The 7 Freshdesk workflows every support team eventually outgrows
We've watched dozens of teams hit the same walls. Here's the pattern — and what they did about it.
- ·12 min read
Building a Freshdesk custom app: the things the docs don't tell you
If you're about to ship a Freshworks custom app, here are the six gotchas we wish someone had warned us about.
- ·6 min read
Why your skill-based routing isn't working (and what to do instead)
Skill matrices look reasonable on day one. By month six they're routing tickets to whoever last raised their hand.
- ·10 min read
Auditing your support stack: a 90-minute playbook
A practical agenda for the 90 minutes that will tell you where your support team is bleeding time.
- ·9 min read
Inside the new Mercury UI: what changed, what broke, what to do
Freshworks' Mercury UI is shipping to more tenants. Here's what's actually different and what custom apps need to update.