Udemy
Free
UdemyFreshdesk Fundamentals for New Agents
4.5(783)8k studentsBEGINNEREnglish
Korshub's take
Getting a New Agent Productive From Day One
Built for anyone stepping into a Freshdesk seat, whether they've used a plain email inbox before or a full helpdesk platform, this course moves through the core mechanics an agent needs on day one. It covers how tickets and their properties work, how to manage the ticket list view for bulk actions, and the more advanced ticketing features like merging tickets and using templates.
Who It's For
New support and service agents who need to become productive fast, without wading through unrelated admin or configuration material meant for managers.
Key Takeaways
- How to work with individual tickets and their properties
- Bulk ticket management from the ticket list page
- Creating, editing, and merging customer records
- Building and using knowledge base articles for self-service support
About this course
As an agent in Freshdesk, you want to get started and be productive from day one. With this course, you can achieve just that.
Whether you have used an email inbox or a helpdesk for providing support before, this course is a great place to start. In this course, we will be covering -
Basics of ticketing - Learn how to work with tickets and become familiar with the various ticket properties.
Understanding the ticket list page - Learn how to work with tickets in bulk.
Advanced ticketing options - Get trained on advanced Freshdesk features like creating a ticket, merging tickets, using templates and more.
Working with customer information - Learn how to create, edit and merge customers.
Working with your knowledge base - Learn to create articles on the knowledge base and use it to provide a good self-service experience for customers.
Price
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