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Freshdesk Fundamentals for New Agents
Rating: 4.5 out of 5(770 ratings)
8,632 students
Created byFreshworks Academy
Last updated 7/2019
English

What you'll learn

  • Freshdesk
  • Ticketing
  • Customer support

Course content

3 sections • 6 lectures • 41m total length

  • Introduction1:00

    In this video, our Freshdesk expert will welcome you to the course and explain what you can expect by taking this course.

  • What is Freshdesk?2:14

    Learn what Freshdesk is and about what you can expect when you are a new agent in Freshdesk.

Requirements

  • Basic understanding of customer support and ticketing

Description

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.

Who this course is for:

  • Customer support agents
  • Support managers

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