Natero

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