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Solution home
Configuration and Workflows
Multi-product Support and Multiple Mailboxes
2
Adding multiple support emails to Freshdesk
Supporting multiple products with Freshdesk
Proactive Support
2
Proactive Outreach for Shopify
Proactive Support - Email Outreach
Sandbox
2
Setting up your Sandbox
Sandbox vs Production
Audit Log
1
Track changes using Audit Log
Canned Forms
1
Using Canned Forms to increase agent productivity
SLA Policy Setup
6
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?
View all 6
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
Restricting agent access
8
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?
View all 8
Using customer meta information
1
Pre-populating feedback widget form
Linked Tickets
3
Setting up Linked Tickets
Creating and Linking a Tracker
Automate linked ticketing workflows
Freshdesk Arcade
6
Improving agent productivity using Freshdesk Arcade
Setting up Freshdesk Arcade
Understanding and Creating a new Quest
Creating a New Quest
Leaderboards, Trophies and Badges
View all 6
Managing Agent Schedules
2
Setting up Agent Shifts in Freshdesk
Schedule Out of Office
Average Handling Time
3
Understanding Average Handling Time
Configuring Average Handling Time
Scheduled exports of events - AHT
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
View all 9
Canned Responses and Placeholders
5
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
11
Centralized Omnichannel agent management
Overview of Omnichannel Availability dashboard
How to use the Omnichannel dashboard
An overview of Omnichannel analytics
Omnichannel Holidays
View all 11