Multi-product Support and Multiple Mailboxes

• Adding multiple support emails to Freshdesk
• Supporting multiple products with Freshdesk

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?
• Configuring Multiple Business Hours in Freshdesk

Customer Satisfaction Surveys

• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys
• The upgraded CSAT module - How to set up, send out, and collect responses
• Setting up 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?
• Advanced ticket scope
• How to restrict ticket access to agents?
• 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

Freshdesk Arcade

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

Managing Agent Schedules

• Setting up Agent Shifts in Freshdesk
• Schedule Out of Office

Average Handling Time

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

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

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Canned Responses and Placeholders

• 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

Freshdesk Omnichannel

• Centralized Omnichannel agent management
• Overview of Omnichannel Availability dashboard
• How to use the Omnichannel dashboard
• An overview of Omnichannel analytics
• Omnichannel Holidays
• Omnichannel Knowledge Base
• Omnichannel Team Dashboards

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