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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