Sandbox-Freshdesk

Freshdesk Arcade 5

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

Multi-product Support and Multiple Mailboxes 2

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

SLA Policy Setup 6

• Setting SLA targets for every response
• Understanding SLA Policies
• Configuring multiple SLA Policies
• Configuring Multiple Business Hours in Freshdesk
• What are business hours and calendar hours?

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Canned Responses and Placeholders 5

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

Restricting agent access 8

• Controlling agent access with roles
• Assuming identities
• Ticket Scope vs. Agent Role - what’s the difference?
• Creating a custom role
• Advanced ticket scope

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Using customer meta information 1

• Pre-populating feedback widget form

Customer Satisfaction Surveys 3

• Setting up customer satisfaction surveys
• Customizing your thank-you page
• Localize your feedback forms with Multilingual Customer Satisfaction Surveys

Ticket templates 1

• Creating and using ticket templates

Linked Tickets 3

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

Sandbox 2

• Sandbox vs Production
• Setting up your Sandbox

Audit Log 1

• Track changes using Audit Log

Canned Forms 1

• Using Canned Forms to increase agent productivity

Tags 1

• Using Tags in Freshdesk

Proactive Support 2

• Proactive Support - Email Outreach
• Proactive Outreach for Shopify

Average Handling Time 3

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

Freshdesk Omnichannel 13

• How to use the Omnichannel dashboard
• Overview of Omnichannel Availability dashboard
• An overview of Omnichannel analytics
• Centralized Omnichannel agent management
• Sharing Freshcaller Account between Omnichannel and Freshworks CRM

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Custom Objects 6

• Custom Objects - Time triggers automation
• Understanding associations in custom objects
• Custom Objects - Ticket Creation automation
• Adding Custom Object records in Freshdesk
• Custom Objects Reporting and Analytics in Freshdesk

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Managing Agent Schedules 2

• Setting up Agent Shifts in Freshdesk
• Scheduling Out of Office for agents