Explore Ticket Inbox

• Understand the Ticket List View
• Understand the Ticket Details View
• Perform Ticket Actions
• How to Track Time on a Ticket
• Keyboard Shortcuts in Freshdesk
• Viewing Ticket Activity History

Improve Agent Efficiency

• Perform Macro Actions with Scenarios
• How to Prevent Reply Clashes
• Work Faster with Focus mode in Freshdesk
• Creating and using ticket templates
• Providing public ticket links for easy access
• Pre-populating feedback widget form
• Annotate Images in Freshdesk

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Understand Ticket Form and Fields

• Understand and Customize Ticket Fields
• Understand and Use Ticket Forms
• Multilingual ticket fields and forms

Collaborate on Tickets

• Overview of Collaboration
• Add and Use Collaborators to Assist in Ticketing
• Manage Freshchat Tasks in Freshdesk
• Organize internal conversations with Threads
• Collaborate using Forward Threads
• Collaborate within the ticket using Discussion Threads
• Collaborate on Notes, Agent or Customer replies using Private Threads

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Configure Parent Child Ticketing

• Setting up Parent Child Ticketing
• Creating child tickets on-the-go
• Creating child tickets using templates
• Parent Child Ticketing Views, Filters and Ticket Scope
• Automate parent-child ticketing workflows
• Create a new child ticket automatically using a webhook

Share Ownership

• Enabling Shared Ownership
• Setting up Shared Ownership of Tickets
• Using Bulk Actions and Scenarios
• Shared Ownership and Ticket Views
• Circumventing automations rules that remove Shared Ownership

Link Tickets

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

Configure Average Handling Time

• Understanding Average Handling Time
• Configuring Average Handling Time
• Scheduled exports of events - AHT