Define SLA Policies and Business Hours

• What are business hours and calendar hours?
• Configuring Multiple Business Hours in Freshdesk
• Understanding SLA Policies
• Setting SLA targets for every response
• Omnichannel Holidays (Classic Freshdesk Omnichannel)
• Omnichannel Business Hours (Classic Freshdesk Omnichannel)

Create Automation Rules

• Overview of Automation Rules
• Setting up automation rules to run on Ticket Creation
• Setting up automation rules to run on Hourly Triggers
• Automation rules that run on Ticket Updates
• Using Webhooks in automation rules
• Automation Rules Examples: Ticket Creation
• Automation Rules Examples: Hourly Triggers

See all 12 articles

Enable Automatic Ticket Routing

• About Advanced Automatic Routing
• Configure Omniroute™ Settings
• Configure Round-Robin Ticket Routing
• Configure Load-balanced ticket assignment
• Configure Skill-Based Ticket Routing
• Distribute Tickets with Channel-specific Queues
• Configure Assignment Preferences

Build 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
• Custom Objects - Ticket Creation automation
• Custom Objects - Hourly triggers automation

See all 9 articles

Create Canned Responses and Forms

• Creating common reply templates with Canned Responses
• Exporting & Importing Canned Responses
• Understanding dynamic content and placeholders
• Understanding Why Certain Placeholders Are Unavailable In The Insert Placeholders Popup
• Deeper insights into Canned Responses usage
• Using Canned Forms to increase agent productivity

Launch Customer Satisfaction Surveys

• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys
• The New CSAT module - How to set up, send out, and collect responses
• Setting up customer satisfaction surveys (Legacy CSAT)
• How the New CSAT Improves Your Feedback Process
• CSAT Agent Experience

Proactive Support

• Proactive Outreach for Shopify
• Proactive Support - Email Outreach

Explore Freshdesk Arcade

• Improving agent productivity using Freshdesk Arcade
• Setting up Freshdesk Arcade
• Leaderboards, Trophies and Badges
• Understanding and Creating a new Quest
• Resetting the points in the Arcade

Freshdesk Omnichannel