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New support ticket
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Knowledge base
Natero Product Guide
Per-page Overview
7
Explorer
Tasks
Account Details
Dashboards
Management Center
View all 7
Management Center - Workflows
2
Account Workflows
Workflows vs. Playbooks
Alert Management
4
Close, Dismiss and Delete Alerts and Alert Tasks
Will Alerts Disappear Upon Changed Account Behavior?
Managing Alerts
Why can't I see alerts?
Explorer - Chart Explorer & Analytics
8
Explorer Overview
Chart Explorer
Accounts & Users Exploration
Accounts Comparison
Time Comparison
View all 8
Management Center - Users & Account Settings
16
Assign Accounts to CSMs
Deleted Account vs. Churned Account
Re-sync Deleted Accounts
Unchurn an Account
How Account Assignment Affects Reporting?
View all 16
Account Management
20
Account Details - Activity
Account Details - Workflows
Account Details - Tasks
Add Account Interactions
Account Details - Financials
View all 20
Management Center - Health Score
5
Define Health Criteria
Health Score Metrics
Use Label & Event Dimension in Health Score
Calculation of Account Health Score
Account Health Score
Management Center - Playbook & Alerts Configuration
7
Alert Retrigger Delay
Using Dimensions, Metrics and Events in Rules
Alert Playbook Overview
Manage Alert Rules
Manage Playbooks
View all 7
Task Management
6
Task and Workflow Reporting
Task Overview
Task Subscriber Groups
Managing Workflow Tasks
Managing Alert Tasks
View all 6
Natero Email Center
8
How Email Re-trigger Delay Works?
Unsubscribe Users from Natero Emails
Email Tracking, Stats and Deliverability
Email Trigger List Generate and Send Time
Enable Natero Email Feature
View all 8
Reporting & Dashboards
9
Dashboard - Alerts
Dashboard - Support
Team Performance
Dashboard - Financial
Dashboard - Modules & Features
View all 9
Explorer - List Explorer
2
Create a Customer List
List Explorer
IT & User Admin
3
IT Administration
Natero API Uploader
Configure Two-Factor Authentication
Natero Tutorials & Best Practices
FAQ & Terminology
3
Product Terminology
Metrics and Dimensions
Frequently Asked Questions
Tutorials & Webinars
10
Tutorial: Account and User List
Tutorial: Chart Explorer
Webinar: Task Management
Webinar: Triggered Emails and Custom Dashboards
Tutorial: Account Workflows
View all 10
Best Practices
12
Measure the Impact of Onboarding Practices
Task Management for Customer Success Teams
Improve Product Value and Marketing Campaigns with Customer Analytics
Managing QBR in Natero
Using Metrics in List View, Custom View and Chart Explorer
View all 12
Natero System Integration
Accounts & Users
14
How to link users to multiple accounts?
How to set up MS Dynamics OAuth for Natero?
Can I send account dimensions via JS API?
Syncing CSM Assignment from Salesforce
How to manually add accounts to Natero?
View all 14
Metrics & Usage
11
Event Javascript Library
Segment
Event REST API
Mixpanel
Does Natero support event dimensions?
View all 11
Customer Interactions
13
How to set up GoToMeeting OAuth for Natero
How to set up Intercom OAuth for Natero?
Setting up Zendesk Ticket Mapping to Natero
How to set up Google Calendar OAuth for Natero
How does GoToMeeting OR Zoom Integration work
View all 13
Financials
7
How to set up QuickBook OAuth for Natero?
How to model subscription discounts or coupons?
Setting Account Renewal Dates
Mapping Invoices and Subscriptions to Natero
How account MRR is calculated in Natero?
View all 7
General Topics
9
Syncing 3rd-Party Fields
Frequently Asked Questions
How soon can I see data in Natero?
Mapping Data into Natero
Where can you find Natero API Keys?
View all 9
Getting Started with Ticketing
Setting up support channels
7
Forward and convert your support emails to tickets in Freshdesk
Multi-channel support
Getting feedback from your website (with the feedback widget)
Using sender's name as ticket requester in forwarded emails
Creating a new ticket from Agent portal
View all 7
Setting up multiple customer forms
5
Introduction to multiple ticket forms
Setting up multiple ticket forms
Editing, cloning and deleting a ticket form
Run automation on tickets created through a specific form
Linking one or more ticket forms to your Portal and Help widget
Bringing in your support team
3
Adding new support agents
Understanding Full-time vs Occasional Agents
Organizing Agents into Groups
Bringing in your Customer Base
11
The Customers tab and what it can do
Creating companies and contacts
Customer 360 - Get complete context on your customer
Importing and Exporting customer data
Timezone and Language - Import format
View all 11
Understanding Ticket Form and Fields
9
Understanding the default fields in your ticket form
Creating custom fields in your ticket form
Using dependent fields in your ticket form
Understanding ticket statuses
Creating dynamic sections
View all 9
How search works
2
How search in Freshdesk works
Filtered Search For Tickets
Admin Guide
3
The Getting Started Guide for Admins
System and Browser requirements for Freshdesk
Working with the all-new admin console
Setting up and configuring your Customer Portal
4
Rebranding your Support Portal to reflect your brand guidelines
Using a custom support URL and pointing the CNAME
Setting up multiple languages in Freshdesk (for the support portal and the help widget)
Customizing Freshdesk URL - Checks, impacts, and reconfigurations post change
Email Channel in Ticketing
Getting started with email in Freshdesk
5
Using custom email servers to send and receive support emails
Activating your support email
Setting up a forwarding rule in Gmail
Migrating from Gmail to Freshdesk
Custom mail servers for public email domains
Notifications
3
What are the different email notifications and how to use them
Configuring dynamic email notifications
Built-in smart notifications for Agents
Initiating outbound conversations with customers
2
Sending an outbound email
The differences between an outbound ticket and a normal ticket
How emails work in Freshdesk
2
Why is a customer's reply to a ticket creating a new ticket? (email threading)
Showing and hiding ticket ID from email subject line
Email delivery in Freshdesk
2
Email domain verification using DKIM records
Email Delivery Failure Notification
Ticketing Social Channels
Facebook Messenger API Updates
1
How Facebook Messenger API Update for Europe will impact Freshdesk users
Facebook support on Freshdesk
5
Integrating a Facebook page with your helpdesk
Replying to Facebook posts from Freshdesk
Why do you have to reauthorize your Facebook Page often?
Creating a branded support tab on your Facebook page
Facebook real-time messaging
Configuring Help Widget
4
Setting up your help widget
Customizing the appearance of your help widget
Supporting customers in multiple languages with the help widget
Showing specific solution articles based on pages on your website to provide contextual help
Advanced features in the help widget
5
Prepopulating, hiding, or disabling ticket fields, opening the widget, and other advanced functionality in the help widget
Tracking frustrated customers with the help widget
Launching the widget when a button is clicked
Authenticating users into the help widget
Showing a specific solution article when a button is clicked
Embedding the widget into your website
3
Shopify: embedding the knowledge base and a contact form
WordPress: embedding the knowledge base and a contact form
Wix: embedding the knowledge base and a contact form
Self-service Tools for Ticketing
Populating your Knowledge Base
10
Setting up your Knowledge Base
Optimizing your solution articles for search engines
Collaborate with your team to set up your Knowledge Base
Power of a Knowledge Base and Auto-Suggest
Converting agent replies to Solution Articles
View all 10
Managing your Knowledge Base
12
Content Management: Receiving feedback on an article
Content Management: Article Analytics
Restructuring your Knowledge Base
Automatic Sitemap Generation
Deleting an article, folder or category
View all 12
Using community forums
6
Building your Community with Forums in Freshdesk
Setting up your Community Forums
Different forum types and what they do
Forum moderation and advanced spam protection
How to follow topics and forums in the community?
View all 6
Multilingual Knowledge Base
2
Setting up a Multilingual Knowledge Base
Managing multilingual knowledge base using article status
Working with Approval workflow
3
How to use the approval workflow to collaborate with your team
Customizing roles of agents using the Knowledge base
Understanding the flow of article status during an approval process
Customer Support Portal Options
8
Portals & Portal Settings
Configuring a custom SSL certificate for your support portal
The All-new Freshdesk Portal - An overview
Customizing your customer portal
Understanding themes to personalize your customer portal appearance
View all 8
Submitting a new support ticket
4
Creating a support account
Editing an end user profile
Using the Customer Support Portal
Submitting a ticket via Email
FreshThemes for Portals in Ticketing
Introduction to FreshThemes
5
Getting Started with FreshThemes
Palettes and Hex Codes
Custom Style Magic
Complete Layout Customization
Previewing your theme without publishing
Introduction to Liquid
8
What is Liquid?
Liquid Markups
Dynamic Placeholders
Using Filters
Conditional Statements
View all 8
Dynamic Placeholders
7
Generic Portal Information
Multilingual Portal
Managing User Access
Access to Forums
Access to Solutions
View all 7
Understanding Portal Layouts
2
Portal Layout Basics
Page-level customizations
Publishing and Reusing FreshThemes
2
How to Publish your FreshTheme to the Themes Gallery?
How to use a ready-made FreshTheme
Freddy AI
Email Bot
1
Auto-resolve customer tickets using the Email Bot
Freddy Answers
4
Training Freddy Answers to provide instant resolutions
What are bot flows? How to trigger bot flows in Freshdesk?
How to create effective answers?
Measure the performance of Freddy Answers using Insights
Auto Triage
3
Setting up Auto Triage
Using Auto Triage suggestions
Measure the performance of Auto Triage using Reports
Assist Bot
9
Basics of the Assist Bot
How to build an Assist bot?
Enabling 'Multiselect' in an Assist bot conversation
Configuring 'Actions' in the Assist bot flows
Setting up your API Library in the Assist bot
View all 9
Response Assist
3
Use solution article suggestions to respond to tickets faster
Use canned response suggestions to respond to tickets faster
Setting up the Thank You Detector
Freddy Reports
1
Measure your CX automation performance with the Freddy Reporting app
Making the most with Freddy
2
Making the most out of your solution articles with Freddy
Improve agent productivity with Freddy
Freddy AI with generative AI enhancements
5
Rephrase: Improve support quality responses using AI
Solution article generator: Save time when creating help articles
Expand text to email format with the Email Generator
Tone Enhancer: Match your tone to the context of the conversation
Summarize: Automate ticket summaries for efficient collaboration
Admin Configuration for Ticketing
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
Multi-product Support and Multiple Mailboxes
2
Adding multiple email addresses to Freshdesk
Supporting multiple products with Freshdesk
Customer Satisfaction Surveys
3
Customizing your thank-you page
Localize your feedback forms with Multilingual Customer Satisfaction Surveys
Setting up 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?
Modifying and deleting agent profiles
Assuming identities
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
Managing Agent Schedules
2
Setting up Agent Shifts in Freshdesk
Scheduling Out of Office for agents
Freshdesk Arcade
7
Improving agent productivity using Freshdesk Arcade
Setting up Freshdesk Arcade
Levels and Accomplishments
Understanding and Creating a new Quest
Creating a New Quest
View all 7
Average Handling Time
2
Understanding Average Handling Time
Configuring Average Handling Time
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
Configuring Automations for Ticketing
Automations
11
Setting up automation rules to run on Ticket Creation
Setting up automation rules to run on 'Time Triggers'
When and how to use the triggers for Automations
Setting up automation rules to run on Ticket Updates
Assigning tickets to a group using automations
View all 11
Canned Responses and Placeholders
5
Creating common reply templates with Canned Responses
Exporting & Importing Canned Responses
Understanding dynamic content and placeholders
Why some placeholders are unavailable in the Placeholders popup
Deeper insights into Canned Responses usage
Automatic Ticket Assignment
5
Understanding automatic ticket assignment
Ticket assignments with Freshdesk Omniroute™
Setting up Round-robin ticket assignment
Setting up Load-balanced ticket assignment
Setting up Skill-based ticket assignment
Suggest Solutions
1
Using Suggested Solutions
Custom agent status
3
How to set up custom agent status - Freshdesk Omnichannel
Understanding agent availability with Agent Activity reports
Custom agent status - Freshdesk
Enhancing the Agent experience in Ticketing
Understanding the Dashboard
1
Checking recent helpdesk activity
Scenarios
2
Creating Scenarios
Using and verifying a scenario
Ticket properties and actions
7
Driving additional context with Requester Info
Understanding Ticket Statuses
Using To-Do Lists
Add reminders in Freshdesk
Working with Focus mode in your Freshdesk account
View all 7
Responding to a ticket
11
Replying to a ticket
Forwarding tickets to a third party
Personal Canned Responses for Agents
Using Canned Responses in ticket replies
Personal Scenarios for Agents
View all 11
Sharing work in progress on a ticket
3
Private notes for internal sharing
Non-invasive updates with public notes
Providing public ticket links for easy access
Prevention of multiple and/or uninformed replies
2
Agent collision detection
Traffic cop and auto refresh
Time-tracking on a ticket
2
Keeping track of time spent
Using average handling time for time tracking
Viewing tickets
6
Working with the Ticket List View
Monitoring important tickets by becoming a Watcher
Merging two or more tickets together
Customized Table View
Sorting ticket conversations with Freshdesk
View all 6
Freshdesk Mobile App (Ticketing)
Complete guide to the Freshdesk Android app
14
Logging in and logging out of the Android app
Creating new tickets and accessing the ticket list
Searching across your Freshdesk account & common actions
The Hamburger Menu and Navigation Toolbar
The Ticket Guide - Reply to, Attach Files, and modify Ticket Properties
View all 14
Complete Guide to Freshdesk iPhone app
10
Logging in and out of the iOS app
Creating new tickets and accessing the ticket list
Searching via Freshdesk on your Mobile App & other common actions
Replying to and modifying properties of tickets
Notifications and other Settings
View all 10
Complete Guide to the Freshdesk iPad app
6
Logging in and out of the iPad app
Creating new tickets and accessing the ticketlists in iPad
Notifications and other Settings in iPad
Replying to and modifying properties of tickets in iPad
Searching across your Freshdesk account & common actions in iPad
View all 6
General features for both iOS and Android
2
Notification schedule for iOS & Android
How to use Freshdesk Analytics in the mobile app
Collaboration (ticketing)
Introduction to Collaboration
1
Overview of Collaboration
Parent Child Ticketing
6
Setting up Parent Child Ticketing
Creating child tickets on-the-go
Creating child tickets using templates
Parent Child Ticketing Views, Filters and Ticket Scope
Automate parent-child ticketing workflows
View all 6
Shared Ownership
5
Enabling Shared Ownership
Setting up Shared Ownership of Tickets
Using Bulk Actions and Scenarios
Shared Ownership and Ticket Views
Circumventing automations rules that remove Shared Ownership
Collaborators
4
Introduction to Collaborators
What are the different Collaborator roles and privileges?
How to set up Collaborators?
How to measure the performance of Collaborators?
Collaboration with Threads
7
Organize internal conversations with Threads
Collaborate using Forward Threads
Collaborate within the ticket using Discussion Threads
Collaborate on Notes, Agent or Customer replies using Private Threads
Using Threads on the Freshdesk iOS & Android mobile app
View all 7
Analytics in Ticketing
Exploring Curated Reports
21
Overview of Curated Reports
Ticket Volume Trends Report
Helpdesk Ticket Volume Report
Helpdesk Performance Report
Average first response time in Analytics (Helpdesk Performance)
View all 21
Working with Custom Reports
11
Custom Reporting – Basics
Applying filters at a widget level in Analytics
Applying report filters in custom reports
Setting up multiple metrics inside a widget
Adding group by as a filter in Analytics
View all 11
Working with Legacy Reports in Freshdesk
30
Reporting features for each plan
Helpdesk In-depth report - Overview
Created tickets (Helpdesk In-depth)
Resolved tickets (Helpdesk In-depth)
Unresolved tickets (Helpdesk In-depth)
View all 30
Real time dashboards and reporting
1
Team Dashboards - Setup and Functionality
Getting Started with Freshdesk Analytics
14
Introduction to Analytics
Support metrics in Freshdesk Analytics
Filtering reports in Analytics
Scheduling and subscribing to reports in Analytics
Exporting your data in Analytics
View all 14
Integrations for Ticketing
Introduction to Apps
7
Introduction to Apps
What is a Custom App?
How to update and delete tickets using the Bulk ticket manager light app?
How to hide ticket fields using the Hide/Disable Ticket Fields app?
How to set up the reply "from" email using Email Configuration App?
View all 7
Google Apps and Freshdesk
10
How to enable Single sign on for Google Apps Premier Edition?
The Google Contacts App
The Google Analytics app
The Google Calendar app
The Google Hangouts App: Part 2 - For Customers
View all 10
Keeping engineering and support on track
3
The JIRA plus app
The Pivotal Tracker app
The JIRA app - Creating a custom field
Keeping sales and support in sync
9
The Nimble CRM app
The Zoho CRM app
The Dynamics CRM app
The Infusionsoft app
The FullContact app for Freshdesk
View all 9
Auto-invoicing customers for time spent
3
The Harvest app
The QuickBooks App
The Xero App
Remote assistance and screen sharing
1
The LogMeIn Rescue app
Email Marketing Apps
1
The MailChimp app
Cloud storage and document sharing apps
3
The Dropbox app
The Box app
The OneDrive app
Integrating WordPress and Freshdesk
1
Converting WordPress comments to Freshdesk tickets
Customer Feedback and Satisfaction survey apps
1
The SurveyMonkey app
Screencast apps
1
The ilos Videos app
Telephony Service apps
6
Computer Telephony Integration Framework
Freshdesk Telephony Partner Extension with Five9
Freshdesk Telephony Partner Extension with Genesys
Freshdesk Telephony Partner Extension with Aircall
Freshdesk Telephony Partner Extension with Amazon Connect
View all 6
Automate tasks between Freshdesk and other apps
1
Using Zapier to integrate Freshdesk with other apps
eCommerce apps
3
The Shopify app
The SEOshop app
The Bigcommerce app
eBay
7
How are eBay Tickets created and How can you Respond
How can you manage Ticket Properties and Automations
How can you Tag and Manage Ticket Tags for eBay tickets
How can you Respond to an eBay Ticket
How can you use Freshdesk Integrations with eBay Tickets
View all 7
Team Collaboration Apps
4
The Slack app
The Office 365 App
The Microsoft Teams App
Simplifying collaboration using the latest Slack app
Reports and Analytics
2
The Woopra App
GoodData and Freshdesk integration
The Magento App
2
The Magento app: Part 1 - Manage Magento customer requests using Freshdesk
The Magento app: Part 2 - Access Magento Details in Freshdesk
Integrating Freshdesk with Freshservice
3
Introduction to Freshdesk-Freshservice integration
Setting up the Freshdesk-Freshservice integration (Admins)
Syncing ticket field and properties between Freshdesk and Freshservice
Integrating with Whatsapp Business
4
Important Update: WhatsApp Business Integration with Freshdesk
WhatsApp for Business Integration
New WhatsApp pricing from February 1, 2022
Tracking WhatsApp usage metrics from your Freshdesk account
Integrating Freshdesk and Salesforce
4
The Salesforce app: Part 1 - Access Contact Details, & Create Tickets
The Salesforce app: Part 2 - Sync Tickets Details from Freshdesk
The Salesforce Plus App
Salesforce Plus - Lightning App
Integrating Freshdesk and SugarCRM
2
The SugarCRM App for Freshdesk
The Freshdesk app for SugarCRM
Integration with Freshmarketer
1
How to Integrate Freshmarketer’s Session Replay with Freshdesk?
Integration with Freshsuccess
1
How to integrate Freshsuccess with Freshdesk?
Integrating Freshdesk with PagerDuty
1
Integrating your Freshdesk account with PagerDuty
Policies, Security, and Data Protection for Ticketing
Remote Authentication and Single Sign On
4
Single Sign-On in Freshdesk
Configuring custom SSO policies under Org
Setting up single sign-on for your WordPress users
Reauthorization of custom mailbox
Security
10
Restrict access to your support portal using IP address
Password policy
Restricting helpdesk access to certain domains ( Domain whitelisting)
TLS V1.1 support deprecation
Secure attachments
View all 10
Policies
9
Ticket Archiving
Spam and trash
Freshworks - Terms of Service (ToS) Update - March 2019
Freshworks Privacy - Update
Freshworks - Terms of Service (ToS) Update - April 2020
View all 9
HIPAA Compliance
1
HIPAA Configuration Guide
Freshworks Neo Admin
3
What is Freshworks Neo Admin Center?
Organization Admins in Neo Admin Center
How to Access Freshdesk with Freshworks Neo Admin Center
APIs for Ticketing
API v2
6
How to find your API key
Create and update Tickets with Custom Fields using API
Create and update Contacts with Custom Fields using APIs
Webhooks - FAQ
Activity API
View all 6