Administrator

Email Settings and Mailboxes 3

• Set up your support mailbox
• Overview email channels
• Manage emailbox

Email Notifications 3

• Configuring Multilingual Email Notifications
• Configuring Email Notifications
• List of dynamic placeholders

Client Management 4

• Create Clients
• Manage Clients
• Deactivate a client
• Manage Client fields with Field Manager

Agents and Agent Groups 7

• Create Agents
• Manage agent permissions
• How to deactivate an agent?
• Manage Agent Roles
• Create and manage Agent Groups

View all 7

Service Desk Settings 1

• Service Desk Settings

Pricing 1

• Freshservice for MSPs- Plan and Pricing

Managing Tickets 1

• Managing Tickets

Ticket Automation 2

• Enabling Ticket Closure Rules for Incidents
• Automating ticket workflows using Supervisor Rules

Field Manager 8

• 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

View all 8

Contact Groups 1

• Create Contact Groups

Knowledge Base 3

• Create Knowledge Base
• Set up article approvals in the Knowledge Base
• Create articles from email conversations

App Integrations 1

• Native Apps

Incident Management 5

• 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

Support Portal 1

• Support Portals

Analytics 7

• 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

View all 7

Workflow automator 5

• Expression builder Node
• Timer Node - Add Time Delays in your automations
• How to work with workflow automator?
• Expression Builder Node Troubleshooting Guide
• Powerful Placeholders with Liquid Filter

Security and Policies 2

• Email Security
• GDPR - Freshservice