Use of Cookies

This Cookie Statement explains how Freshdesk uses cookies and similar technologies to recognize you when you use our product. It explains what these technologies are and why we use them, as well as your rights to control our use of them.

What are Cookies?

Cookies are small pieces of information stored on your hard drive, not on Freshdesk. Cookies set by the website owner (in this case, Freshworks) are called "first party cookies". Cookies set by parties other than the website owner are called "third-party cookies". Third-party cookies enable third-party features or functionality to be provided on or through the website (e.g. advertising, interactive content, and analytics). The parties that set these third-party cookies can recognize your computer both when it visits the website in question and also when it visits certain other websites.

Why do we use cookies?

We use first-party and third-party cookies for several reasons. Some cookies are required for technical reasons in order for our product to operate, and we refer to these as "essential" or "strictly necessary" cookies. Other cookies also enable us to track and target the interests of our users to enhance the experience of our product. Third parties serve cookies through our product for analytics purposes. This is described in more detail below.

Cookies served through our product

The different cookies served through our product the and purposes they perform are described in the table below 


Cookie provider

List of cookies


Freshdesk internal cookies


The secret key for verifying cookie session data integrity. If you change this key, all old sessions become invalid.


An encrypted hash that stores the secret key and id of the login attempt.


Used to return to the page where the app was installed.


Indicates if falcon_ui is enabled for an account.


Contains the fresh_id token encrypted hash.


Contains the shard ID at which the account runs.


Contains the state of the shard
Indicates the order of the tags used in /admi


Filter used to show the page view for /admin/ticket_templates page (default value: shared)


Filter used to show the page view for /admin/scenario_automations page (default value: shared)


Used to set the name of the filter in agents tickets list page for default views and custom views.


Used to check if the order is ascending or descending for default ticket filters.


Used to check in which the order the tickets are filtered for custom ticket filters eg: due_by, agent_responded_at, requester_responded_at, etc.


Used to check if the order is ascending or descending for custom ticket filters.


Hash values that are used to check if FreshID V2 is enabled.


Used to check order in which the tickets are filtered for default ticket filters eg: due_by, agent_responded_at, requester_responded_at, etc.

Google Analytics


For reducing the retention time of the cookies, go to Google Analytics -> Admin-> Tracking Info -> Data Retention.

Refer to this link for more details.



Contains the URL for the Freshdesk L2 dev portal. The default value is

Heap Analytics


Cookies used by Heap Analytics to manage data

Refer to this link to know more details.

Beamer notifications


Cookies used by Beamer Notifications to manage their data.



Refer to Freshmarketer cookies.