Natero

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

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