Back to Agent Courses

Agents are the members who are part of your helpdesk. From the support team responding to tickets to the admins, everyone is an agent. But depending on what activities they will be performing within the helpdesk, they can have different type, role and scope. Take this interactive course to get a hands-on experience in adding agents and managing them.

By the end of this course, you will know

  • What agent type, role and scope are and how they affect your agents
  • How to create and delete agents
  • How to create and manage agent groups
  • Merging and splitting tickets
  • Performing ticket maintenance activities like editing and deleting tickets
  • Using time tracking
  • Sending satisfaction surveys

Join the Freshdesk Academy by creating an account to take this course.

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