Freshdesk Fundamentals for New Agents

Learn how to use Freshdesk - The customer support software
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Customer support


  • Basic understanding of customer support and ticketing


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

Course content

3 sections6 lectures41m total length
  • Introduction
  • What is Freshdesk?


Learning community
Freshworks Academy
  • 4.5 Instructor Rating
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  • 18,402 Students
  • 3 Courses

Freshworks Academy is a learning community for customer experience enthusiasts. We have customer support reps, sales reps, marketers, etc from all over the world as a part of the community taking courses. In addition to skill-based courses, we also have product training courses where you can get trained on all Freshworks products.