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Freshworks
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Freshworks Customer Service Suite
+1-866-832-3090
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Support home
Solutions
Configuration and Workflows
Configuration and Workflows
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
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
Advanced ticket scope
Understanding Shared agent roles and privileges
See all 8 articles
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
Levels and Accomplishments
Understanding and Creating a new Quest
Creating a New Quest
Leaderboards, Trophies and Badges
Resetting the points in the Arcade
Managing Agent Schedules
Setting up Agent Shifts in Freshdesk
Scheduling Out of Office for agents
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 - Time triggers automation
See all 9 articles
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
See all 13 articles
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