Define SLA Policies and Business Hours (6)
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What are business hours and calendar hours?
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Configuring Multiple Business Hours in Freshdesk
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Understanding SLA Policies
Create Automation Rules (13)
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Overview of Automation Rules
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Setting up automation rules to run on Ticket Creation
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Setting up automation rules to run on Hourly Triggers
Enable Automatic Ticket Routing (7)
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About Omniroute(Advanced Automatic Routing)
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Configure Omniroute™ Settings
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Configure Round-Robin Ticket Routing
Build Custom Objects (9)
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Overview of Custom Objects in Freshdesk
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Adding Custom Object records in Freshdesk
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Understanding associations in custom objects
Create Canned Responses and Forms (6)
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Create canned responses
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Exporting & Importing Canned Responses
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Understanding dynamic content and placeholders
Launch Customer Satisfaction Surveys (7)
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Customizing your thank-you page
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Localize your feedback forms with Multilingual Customer Satisfaction Surveys
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The New CSAT module - How to set up, send out, and collect responses