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Solution home
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
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