Freshworks Partner

Define SLA Policies and Business Hours 6

• 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)

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Create Automation Rules 11

• 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

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Enable Automatic Ticket Routing 7

• About Advanced Automatic Routing
• Configure Omniroute™ Settings
• Configure Round-Robin Ticket Routing
• Setting up Load-balanced ticket assignment
• Configure Skill-Based Ticket Routing

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Build Custom Objects 9

• 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

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Create Canned Responses and Forms 6

• 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

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Launch Customer Satisfaction Surveys 6

• 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
• How the New CSAT Improves Your Feedback Process

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Proactive Support 2

• Proactive Outreach for Shopify
• Proactive Support - Email Outreach

Explore Freshdesk Arcade 5

• 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