Proactive Support

• Proactive Outreach for Shopify
• Proactive Support - Email Outreach

Sandbox

• Setting up your Sandbox
• Sandbox vs Production

Audit Log

• Track changes using Audit Log

Canned Forms

• Using Canned Forms to increase agent productivity

SLA Policy Setup

• Understanding SLA Policies
• Configuring multiple SLA Policies
• Setting SLA targets for every response
• Setting up SLA reminders and escalations
• What are business hours and calendar hours?

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Multi-product Support and Multiple Mailboxes

• Adding multiple email addresses to Freshdesk
• Supporting multiple products with Freshdesk

Customer Satisfaction Surveys

• Setting up customer satisfaction surveys
• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys

Ticket templates

• Creating and using ticket templates

Restricting agent access

• Controlling agent access with roles
• Creating a custom role
• Ticket Scope vs. Agent Role - what’s the difference?
• Modifying and deleting agent profiles
• Assuming identities

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Using customer meta information

• Pre-populating feedback widget form

Linked Tickets

• Setting up Linked Tickets
• Creating and Linking a Tracker
• Automate linked ticketing workflows

Managing Agent Schedules

• Setting up Agent Shifts in Freshdesk
• Scheduling Out of Office for agents

Freshdesk Arcade

• Improving agent productivity using Freshdesk Arcade
• Setting up Freshdesk Arcade
• Levels and Accomplishments
• Understanding and Creating a new Quest
• Creating a New Quest

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Average Handling Time

• Understanding Average Handling Time
• Configuring Average Handling Time

Custom Objects

• Overview of Custom Objects in Freshdesk
• Adding Custom Object records in Freshdesk
• Understanding associations in custom objects
• Managing custom object records
• Custom Objects Reporting and Analytics in Freshdesk

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