How to Setup:
Folder for adding articles that explain how to navigate the many admin configurations in Freshdesk
Roles allow you to create special privileges and profiles that specify what an agent can see and do within your Freshdesk support portal. These roles help y...
Wed, 28 Apr, 2021 at 9:58 AM
When customers submit a support request, they'd also like to know when they can expect a response (and a resolution) from you. A service level agreement...
Wed, 28 Apr, 2021 at 10:00 AM
When you have parts of your support team working across different regions, times or time zones, managing the working hours of each group becomes a hassle. S...
Wed, 28 Apr, 2021 at 10:01 AM
You can organize your agents into different groups to help them focus on certain types of issues, and get to know the solutions and customers better. Each g...
Wed, 28 Apr, 2021 at 10:02 AM
Freshdesk has different kinds of ticket fields that let you capture various types and levels of information. For example, you could use single-line text fie...
Wed, 28 Apr, 2021 at 10:03 AM
Automation rules that run on time triggers in Freshdesk allow you to bring your workflows into your helpdesk and define specific actions based on time and e...
Wed, 28 Apr, 2021 at 10:03 AM
This automation runs on every incoming ticket and performs actions based on predefined conditions. These rules let you automate actions such as: Assigning...
Wed, 28 Apr, 2021 at 10:05 AM
Agents in Freshdesk can be 'Full-time' or 'Occasional'. You can add full-time and occasional agents to your helpdesk and assign them...
Wed, 28 Apr, 2021 at 10:07 AM