FRESHWORKS ACADEMY

Freshservice Agent Fundamentals

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Are you a new Freshservice agent wondering where to start? This course will help you learn the basics of Freshservice and get you up and running quickly.

Regardless of whether you have prior experience working with a service desk, this course will teach you how to use Freshservice to its maximum potential. In this course, we will cover: 

  • Basics of ticketing: Learn how to work with tickets; understand incidents, service requests, and SLAs; and get familiar with the various ticket properties.

  • Understanding ticket views: Learn about the ticket list page, ticket filters and views, and working with tickets in bulk.

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