Freshdesk Certification

The Freshdesk Certification is a free intermediate-level, 20-minute skill test from Science of Apps. It tests Freshdesk, the Freshworks customer support helpdesk, for support agents and admins — fundamentals (tickets, channels, agents and groups), ticket management (statuses, priorities, assignment and SLAs), automation and productivity (automations, canned responses and scenario automations), and knowledge base, analytics and administration (self-service, CSAT, reports and roles). Written to the Freshdesk documentation for 2026. Score 70% or more on its 20 questions to earn a verifiable Freshdesk Support Proficiency certificate (SOA-F2). Every question is based on published standards and research — including Freshdesk support documentation (Freshworks) — and each answer is explained with its source.

Science of Apps offers a free Freshdesk Certification, updated for 2026 and 2027. It measures fundamentals, ticket management, automation and productivity and knowledge base, analytics and admin and gives instant results with a shareable certificate.

Read the four skill areas on this page, then take the 20-minute test online — no fee, course or sign-up. You see every answer explained when you finish. Score 70% or more and you get a Freshdesk Support Proficiency certificate straight away, on screen, as a PDF and by email, with a credential ID anyone can verify.

Yes. The questions are original scenarios written by Science of Apps, and each one is based on a public source you can read: Freshdesk support documentation (Freshworks). The source is shown under each question and linked in the answer review. Science of Apps doesn't copy questions from other tests.

Four skill areas with five questions each, drawn from a bank of 10 per area so a retake brings new questions: Fundamentals (Tickets, Channels and Agents); Ticket Management (Status, Priority and SLA); Automation and Productivity (Automation, Canned and Scenario); Knowledge Base, Analytics and Admin (KB, CSAT and Roles). Every question is an original scenario written to the 2026–2027 standard, with the published source named under it.

Customer support agent, Helpdesk or support team lead, Freshdesk administrator, Customer experience professional and Support operations analyst. It suits anyone who wants a quick, verifiable way to show Freshdesk knowledge in 2026 and 2027, from students and career switchers to experienced professionals.

Freshdesk is a cloud customer support helpdesk from Freshworks. It turns customer queries from email, chat, phone, social and web into tickets that agents manage in one place, with automation, SLAs, a knowledge base and reporting to resolve issues efficiently.

A ticket is a record of a customer request or issue. It captures the conversation and details, moves through statuses (such as Open, Pending, Resolved and Closed), carries a priority and assignment, and is tracked against SLAs until it is resolved.

Yes. The test is online, in English and free everywhere — people take it from India, the US, the UK, Europe, Africa, Latin America and Asia-Pacific. Your certificate is dated with your own local date and can be verified from anywhere at scienceofapps.com/certification/verify/.

20 questions — 5 from each of 4 skill areas — with a 20-minute limit. You need 70% (14 of 20) to pass and 90% for distinction.

We rate it Intermediate: assumes hands-on experience in the role. It has 20 scenario questions — 5 from each of 4 skill areas — and a 20-minute limit. You need 70% (14 of 20) to pass and 90% for distinction.

Nothing. There is no fee to take a test, to receive the certificate, to have it emailed or to verify it, and no sign-up.

On our server, not in your browser. The answers never reach the page until you submit, so a certificate can only be earned by passing. Each certificate gets a unique credential ID stored by Science of Apps.

You see your score for each area and every question with the correct answer and why, with the published source behind it. You can retake after 30 minutes, and the retake draws questions you haven't seen yet.

No. Every certificate is dated, so it always shows when you passed. Retake a test any time for a newer date or a higher score.

Yes. After you pass, Add to LinkedIn opens the Licenses & certifications form with the certificate name, Science of Apps as the issuer, the issue date, your credential ID and the verification link filled in. You can also download it as a PDF or PNG, and it's emailed to you as a PDF.

Every certificate has a credential ID and a QR code. Scanning it, or entering the ID at scienceofapps.com/certification/verify/, shows the holder's name, the certification, the score and the issue date from our records.

No. They are Science of Apps' own assessments of applied skill. They aren't issued by a university or standards body, and they work best alongside a portfolio that shows the skills in real work.