Understanding the Dashboard

• Checking recent helpdesk activity

Scenarios

• Creating Scenarios
• Using and verifying a scenario

Ticket properties and actions

• Managing Ticket Properties
• Driving additional context with Requester Info
• Understanding Ticket Statuses
• Using To-Do Lists
• Add reminders in Freshdesk

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Responding to a ticket

• Replying to a ticket
• Forwarding tickets to a third party
• Personal Canned Responses for Agents
• Using Canned Responses in ticket replies
• Personal Scenarios for Agents

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Sharing work in progress on a ticket

• Private notes for internal sharing
• Non-invasive updates with public notes
• Providing public ticket links for easy access

Prevention of multiple and/or uninformed replies

• Agent collision detection
• Traffic cop and auto refresh

Time-tracking on a ticket

• Keeping track of time spent
• Using average handling time for time tracking

Viewing tickets

• Working with the Ticket List View
• Monitoring important tickets by becoming a Watcher
• Merging two or more tickets together
• Customized Table View
• Sorting ticket conversations with Freshdesk

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