Administrator
Client Management
-
Manage Import
-
Create Clients
-
Manage Clients
-
Deactivate a client
-
Manage Client fields with Field Manager
Agents and Agent Groups
-
Create Agents
-
Manage agent permissions
-
How to deactivate an agent?
-
Manage Agent Roles
-
Create and manage Agent Groups
Field Manager
-
Work with Field Manager
-
Manage Ticket, Time Entry, and Client fields with Field Manager
-
Configure ticket form fields
-
Configure ticket task fields
-
Configure time entry fields
Incident Management
-
Business Hours
-
Understanding Due by times and SLA policies
-
Defining your Default SLA policy
-
Creating multiple SLA policies for specific departments and groups
-
Creating a task OLA policy in your service desk
Analytics
-
Curated Reports
-
Getting Started with Analytics
-
Unable to access Analytics Reports
-
How long does it take to generate data exports, report schedules and downloads?
-
Report Sharing in Freshservice Analytics