Freshdesk Corporate Training Course

Edstellar's instructor-led Freshdesk training course provides a powerful solution to empower organizations to optimize their support operations. Focuses on enhancing customer service and streamlining ticket management. The training equips employees with the necessary knowledge and skills to leverage the Freshdesk platform effectively.

4 - 6 hrs
Instructor-led (On-site/Virtual)
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Freshdesk Training

Drive Team Excellence with Freshdesk Corporate Training

On-site or Online Freshdesk Training - Get the best Freshdesk training from top-rated instructors to upskill your teams.

Freshdesk is a cloud-based customer support software platform offering various features and tools to enhance customer support efficiency and effectiveness. Unlock the true potential of the workforce through our dynamic Freshdesk training course. Our industry-renowned Freshdesk Instructor-led training is meticulously crafted to empower corporate teams with the skills needed to excel in customer support. Say goodbye to the mundane and hello to mastery as we blend real-world scenarios with hands-on experience, ensuring your team thrives in delivering top-notch customer experiences.

Our onsite Freshdesk training brings the classroom to the office, fostering collaboration and tailored learning. Equip the employees with in-demand skills, from ticket management finesse to workflow optimization prowess. Our expert trainers will guide the team through the intricacies of Freshdesk, boosting their efficiency and morale. Elevate customer support, enhance customer satisfaction, and drive business growth with Freshdesk Corporate Training.

Freshdesk Training for Employees: Key Learning Outcomes

Develop essential skills from industry-recognized Freshdesk training providers. The course includes the following key learning outcomes:

  • Foster a customer-centric culture within the organization
  • Apply customer service best practices to enhance the overall customer experience
  • Utilize Freshdesk platform features to manage support tickets and workflows efficiently
  • Analyze and resolve customer issues effectively using Freshdesk's tools and functionalities
  • Implement automation and advanced features of Freshdesk to streamline support processes

Key Benefits of the Training

  • Targeted improvements based on data insights
  • Improved operational efficiency and productivity
  • Positive brand perception and increased customer loyalty
  • Competitive advantage in the market through optimized support operations
  • Consistent customer experiences based on customer service best practices
  • Integration capabilities with other business systems for seamless data exchange
  • Faster response times, higher ticket resolution rates, and improved customer satisfaction
  • Increased employee confidence and job satisfaction by mastering the Freshdesk platform
  • Streamlined workflows and reduced manual efforts through automation and advanced tools
  • Enhanced support efficiency through in-depth knowledge of Freshdesk features and functionalities

Freshdesk Training Topics and Outline

This Freshdesk Training curriculum is meticulously designed by industry experts according to the current industry requirements and standards. The program provides an interactive learning experience that focuses on the dynamic demands of the field, ensuring relevance and applicability.

  1. Overview of Freshdesk and its role in customer support
    • Introduction to Freshdesk as a customer support software
    • Benefits of using Freshdesk for managing customer inquiries and support
  2. Understanding the Freshdesk interface and navigation
    • Familiarizing with the layout and components of the Freshdesk dashboard
    • Navigating through different sections and modules within Freshdesk
  3. Setting up user profiles and permissions
    • Creating and managing user profiles with appropriate access levels
    • Assigning roles and permissions to different user groups
  4. Exploring key features and functionalities of Freshdesk
    • Overview of ticket management, knowledge base, reporting, and collaboration features
    • Understanding how Freshdesk integrates with other tools and systems
  1. Introduction to a ticketing system and its importance in customer support
    • Understanding the role of ticketing inefficient customer support
    • Benefits of using a ticketing system for organizing and tracking customer inquiries
  2. Navigating and searching for tickets in the ticketing system
    • Familiarizing with the ticketing system interface and navigation
    • Using search filters and advanced search options to locate specific tickets
  3. Understanding ticket statuses and priority levels
    • Differentiating between ticket statuses such as open, pending, and closed
    • Prioritizing tickets based on urgency and impact to ensure timely resolutions
  4. Ticket assignment and ownership management
    • Assigning tickets to the appropriate agents or teams
    • Monitoring ticket ownership and accountability
  5. Viewing and analyzing ticket details and customer information
    • Accessing and reviewing ticket details, including customer information and previous interactions
    • Understanding the context of the ticket to provide informed responses
  6. Crafting effective and professional responses to tickets
    • Applying best practices for writing clear and concise responses
    • Personalizing responses while maintaining a professional tone
  7. Managing ticket conversations and maintaining proper ticket etiquette
    • Following communication guidelines for professional customer interactions
    • Using appropriate language and tone to ensure customer satisfaction
  8. Utilizing internal notes and private comments for internal communication
    • Leveraging internal communication features to collaborate with team members
    • Documenting relevant information and updates in internal notes and private comments
  1. Ticket creation and management best practices
    • Effective techniques for capturing all necessary information when creating a ticket
    • Strategies for organizing and prioritizing tickets based on urgency and impact
  2. Prioritizing and categorizing tickets effectively
    • Understanding different priority levels and their implications
    • Utilizing ticket categories and tags for better classification and routing
  3. Collaborating within the ticketing system
    • Communicating and sharing information with team members using ticket threads
    • Leveraging internal notes and @mentions for effective collaboration
  4. Handling escalations and routing tickets to the appropriate teams
    • Identifying situations that require ticket escalations
    • Understanding ticket assignment rules and automated routing processes
  1. Managing ticket properties and custom fields
    • Customizing ticket properties to capture specific information
    • Creating and managing custom fields to accommodate unique requirements
  2. Applying tags and labels for better organization
    • Using tags and labels to categorize and filter tickets
    • Implementing consistent tagging practices for easy ticket identification
  3. Utilizing canned responses and macros for quick ticket resolutions
    • Creating and using predefined responses for common ticket scenarios
    • Automating ticket actions using macros for faster resolutions
  4. Implementing service level agreements (SLAs) for efficient ticket handling
    • Understanding SLAs and their significance in meeting customer expectations
    • Configuring SLAs in Freshdesk to ensure timely ticket responses and resolutions
  1. Understanding the importance of time tracking in ticket management
    • Exploring the benefits of tracking time spent on tickets
    • How accurate time tracking contributes to better resource allocation
  2. Logging time spent on tickets accurately
    • Methods and tools for accurately tracking time spent on ticket resolution
    • Best practices for logging time entries in Freshdesk
  3. Analyzing and reporting on ticket resolution times
    • Leveraging Freshdesk's reporting capabilities to analyze ticket resolution times
    • Identifying trends and areas for improvement based on time data
  4. Using time-tracking data to improve support efficiency and resource allocation
    • Applying insights from time tracking to optimize ticket-handling processes
    • Allocating resources effectively based on time data and ticket volume
  1. Importance of preventing multiple replies and their impact on customer experience
    • Understanding how multiple replies can lead to confusion and frustration for customers
    • Recognizing the importance of providing comprehensive and complete responses
  2. Strategies for reviewing and understanding the full context of a ticket before responding
    • Taking the time to read and comprehend the customer's inquiry thoroughly
    • Analyzing any previous interactions and ticket history to gain a complete understanding
  3. Techniques to ensure thorough ticket analysis and information gathering
    • Asking clarifying questions when necessary to gather all relevant information
    • Conducting research or consulting knowledge resources to provide accurate responses
  4. Using ticket tagging and categorization to identify and track ticket progress
    • Applying appropriate tags and categories to tickets for easy tracking and organization
    • Utilizing tagging systems to identify common themes or issues for efficient problem-solving
  5. Implementing collaboration tools and practices to avoid duplication of efforts
    • Communicating with team members to check if a ticket has already been addressed
    • Sharing information and updates through collaborative channels to avoid redundant replies
  6. Guidelines for communicating with team members to avoid redundant replies
    • Establishing clear communication channels to coordinate efforts
    • Assigning ticket ownership and responsibilities to avoid multiple agents responding to the same ticket
  7. Managing customer expectations and setting clear communication channels
    • Setting realistic response time expectations with customers
    • Providing clear instructions for contacting support and avoiding duplicate inquiries
  8. Reviewing and proofreading responses for accuracy and completeness before sending
    • Double-checking responses for accuracy, grammar, and spelling errors
    • Ensure all necessary information is included in the response before sending it.

This Corporate Training for Freshdesk is ideal for:

What Sets Us Apart?

Freshdesk Corporate Training Prices

Elevate your team's Freshdesk skills with our Freshdesk corporate training course. Choose from transparent pricing options tailored to your needs. Whether you have a training requirement for a small group or for large groups, our training solutions have you covered.

Request for a quote to know about our Freshdesk corporate training cost and plan the training initiative for your teams. Our cost-effective Freshdesk training pricing ensures you receive the highest value on your investment.

Request for a Quote

Our customized corporate training packages offer various benefits. Maximize your organization's training budget and save big on your Freshdesk training by choosing one of our training packages. This option is best suited for organizations with multiple training requirements. Our training packages are a cost-effective way to scale up your workforce skill transformation efforts..

Starter Package

125 licenses

64 hours of training (includes VILT/In-person On-site)

Tailored for SMBs

Most Popular
Growth Package

350 licenses

160 hours of training (includes VILT/In-person On-site)

Ideal for growing SMBs

Enterprise Package

900 licenses

400 hours of training (includes VILT/In-person On-site)

Designed for large corporations

Custom Package

Unlimited licenses

Unlimited duration

Designed for large corporations

View Corporate Training Packages

This Corporate Training for Freshdesk is ideal for:

Edstellar's instructor-led Freshdesk Training is designed for organizations/learning and development departments and HR teams looking to upskill their customer support executives, support managers, and ticketing executives.

Prerequisites for Freshdesk Training

The Freshdesk Training does not require any prior knowledge. However, a basic understanding of customer support and ticketing would be advantageous.

Assess the Training Effectiveness

Bringing you the Best Freshdesk Trainers in the Industry

The instructor-led Freshdesk Training training is conducted by certified trainers with extensive expertise in the field. Participants will benefit from the instructor's vast knowledge, gaining valuable insights and practical skills essential for success in Freshdesk practices.

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