Dear all,
To study the skill on our Freshdesk (https://dilwllrchelpdesk.vtc.edu.hk), I have created an account on Freshdesk Academy. You can use the following info to login and take some course:
Login name: dilwl-its@vtc.edu.hk
Password: AAAaaa999
URL: https://freshdesk.com/academy
I recommend you to study the following courses:
A. For Administrator
1. Automations for Admins
2. Understanding the ticket list view
3. Understanding default fields and adding custom fields
4. Automations for Admins
5. Groups for admins
6. Shared ownership for Admins
7. Setting up canned responses
8. Understanding the knowledge base
9. Setting up an email helpdesk
10. Setting up email notifications
B. For Dispatch administrator
1. Automations for Admins
2. Groups for admins
3. Understanding default fields and adding custom field
C. For Agent(Technician)
1. Basics of ticketing for agents
2. Understanding the ticket list view
3. Advanced ticketing options
4. Shared ownership for Agents
5. Understanding the knowledge base
D. For Frontend Help Desk
1. Setting up canned responses (Susanna)
2. Understanding the ticket list view (Both)
3. Basics of ticketing for agents
4. Advanced ticketing options
5. Shared ownership for Admins (Susanna)
6. Shared ownership for Agents (Both)
7. Understanding default fields and adding custom fields (Both
8. Understanding the knowledge base (Both