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Workflows and Automations
Define SLA Policies and Business Hours
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What are business hours and calendar hours?
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Configuring Multiple Business Hours in Freshdesk
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Understanding SLA Policies
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Setting SLA targets for every response
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Omnichannel Holidays (Classic Freshdesk Omnichannel)
Create Automation Rules
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Overview of Automation Rules
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Setting up automation rules to run on Ticket Creation
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Setting up automation rules to run on Hourly Triggers
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Automation rules that run on Ticket Updates
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Using Webhooks in automation rules
Enable Automatic Ticket Routing
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About Advanced Automatic Routing
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Configure Omniroute™ Settings
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Configure Round-Robin Ticket Routing
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Setting up Load-balanced ticket assignment
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Configure Skill-Based Ticket Routing
Build Custom Objects
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Overview of Custom Objects in Freshdesk
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Adding Custom Object records in Freshdesk
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Understanding associations in custom objects
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Managing custom object records
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Custom Objects Reporting and Analytics in Freshdesk
Create Canned Responses and Forms
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Creating common reply templates with Canned Responses
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Exporting & Importing Canned Responses
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Understanding dynamic content and placeholders
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Understanding Why Certain Placeholders Are Unavailable In The Insert Placeholders Popup
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Deeper insights into Canned Responses usage
Launch Customer Satisfaction Surveys
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Customizing your thank-you page
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Localize your feedback forms with Multilingual Customer Satisfaction Surveys
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The New CSAT module - How to set up, send out, and collect responses
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Setting up customer satisfaction surveys
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How the New CSAT Improves Your Feedback Process
