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As an customer support agent, you will spend most of your time replying to customer issues, collaborating with other teams to solve customer's problem and helping out other agents in need.

'Basics of ticketing' course will take you through how you can perform these important actions in Freshdesk. If you have used other helpdesks before but if you are new to Freshdesk, this course is perfect for you as it helps you acclimate to the changes in behavior.

By the end of this course, you will know how to:

  • Reply to a ticket
  • Collaborate with other agents and third parties
  • Understand and use ticket properties
  • Understand and stick to Service Level Agreements
  • Resolve a ticket

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