Natero

Per-page Overview 7

• Explorer
• Tasks
• Account Details
• Dashboards
• Management Center

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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

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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

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

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

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

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

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

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

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

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Dynamic Placeholders 7

• Generic Portal Information
• Multilingual Portal
• Managing User Access
• Access to Forums
• Access to Solutions

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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

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
• Auto-create email responses with the Email Generator
• Tone Enhancer: Match your tone to the context of the conversation
• Summarize: Automate ticket summaries for efficient collaboration

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

• 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?
• 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

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

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

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

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

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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

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

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

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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

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

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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

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