Freshdesk Basics - All Freshdesk Teams

Click "Login"

Click "Login here"

Click "Sign in with SSO"and sign in.

**Load in the homepage: My Dashboard** is the landing page for Freshdesk. In this Dashboard, there is a group summary of Unresolved Tickets, Overdue, Due Today, Open and On Hold tickets.

Click the **Filter** option to show any additional Dashboards you have access to.

Click which Dashboard to view; all Groups you are assigned to will appear here.

Click **Tickets** to view in detail all tickets that are assigned to you and their priority. **This is the main function that will be utilized in Freshdesk by Agents.**

Click "Contacts" to view all Clients that have corresponded in Freshdesk. You would navigate to this screen to add a contact if someone hasn't yet been logged in the system, or to review notes/past history with a specific contact..

Click "Companies" to view all Companies within Freshdesk. You can view all Companies that have communicated case needs within this tab, and view their timeline, tickets, and notes.

Click "Canned Responses" to view or load canned responses. These Canned Responses will primarily be loaded in by your Group, but you can also create personal Canned Responses for repeat clients. **Canned Responses have replaced Ablebits and serve the same function.**

Click the top Headphone Icon to return to **My Dashboard** at any time.

Click 'Open' to view all Open tickets assigned to you. **Open** tickets refer to tickets that have Actions Required, also known as open cases.

Click the **Filter** button to select what tickets to view at any time from the Tickets tab. You will use this to easily sort through tickets by what is assigned to you, what is assigned to your group, overdue tickets, and any tickets you are collaborating with.