Navigation Basics

For Agents:

1. Profile Settings:

Overview: Agents can personalize their Freshdesk experience by accessing and updating their profile settings. This includes managing personal information, profile pictures, and notification preferences.

2. Ticket Views:

Overview: Agents can enhance their workflow by customizing ticket views. This involves setting up filters, sorting options, and saving personalized views for efficient ticket management.

3. Notifications:

Overview: Agents can stay informed about ticket updates through various notification options. This section explains how to configure notification preferences for effective communication.

4. Signature Management:

Overview: This section focuses on the importance of professional email signatures. Agents can learn how to create and manage their email signatures for consistent and professional communication.

5. Knowledge Base Access:

Overview: Agents can leverage the knowledge base for efficient issue resolution. This section covers how to search for articles, contribute new content, and make the most of the knowledge base resources.

For Admins:

1. User Management:

Overview: Admins play a crucial role in managing user accounts. This section explains how admins can add new agents, update roles, and deactivate accounts as needed.

2. Ticketing System Configuration:

Overview: Admins have the power to configure the ticketing system for optimal performance. This section covers setting up ticket forms, automations, and SLA policies.

3. Security Settings:

Overview: Admins prioritize security by configuring settings such as password policies and two-factor authentication. This section guides admins on maintaining a secure environment.

4. Custom Fields and Ticket Views:

Overview: Admins can customize fields and views to meet specific needs. This section provides an overview of creating custom fields, defining ticket views, and managing data presentation.

5. Integration Management:

Overview: Admins can enhance functionality by integrating Freshdesk with other tools. This section explains how to set up and manage integrations for a seamless data flow.