Freshdesk Product Expert for Admins flashcards
Freshdesk Product Expert for Admins · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Dispatch'r trigger
- Dispatch'r automation runs only when a ticket is created. It cannot fire on later updates, so post-creation routing must use Observer or Supervisor rules instead.
- Observer trigger
- Observer rules run on both ticket creation and any ticket update, letting admins react to field changes such as priority or group after the ticket exists.
- Supervisor trigger
- Supervisor rules fire based on elapsed time since a condition was met, such as a ticket staying Pending for 24 hours, enabling time-based escalation.
- Round-robin assignment
- A group assignment strategy that rotates new tickets through eligible agents in sequence regardless of current workload, distributing volume evenly over time.
- Balanced assignment
- A group assignment strategy that assigns the next ticket to the eligible agent with the fewest currently open tickets, smoothing load rather than rotating blindly.
- Group business hours override
- When a group has its own business hours calendar, those hours replace account-level hours for SLA and Supervisor timing on that group's tickets.
- Skill-based routing
- Assignment that first filters candidate agents by required skills, then applies the group's assignment strategy to pick the final agent from qualified candidates.
- Business hours calendar
- A defined set of working days, start and end times, and holidays used to pause SLA and escalation clocks outside working periods.
- Calendar hours SLA
- An SLA setting where targets count continuously 24x7, including nights and weekends, rather than pausing outside configured business hours.
- First response SLA
- A target measuring time from ticket creation, or last customer reply depending on policy, until the first agent response is sent to the requester.
- Resolution SLA
- A policy target measuring elapsed time until a ticket is set to Resolved status, calculated against business or calendar hours as configured.
- SLA breach action
- An automated step triggered when an SLA target is missed, such as notifying a manager, reassigning the ticket, or raising its priority.
- SLA timer pause
- SLA clocks can pause while a ticket is Pending awaiting customer input and resume when the customer replies, depending on policy settings.
- Canned response placeholder
- A merge token such as ticket requester name or ticket ID inside a canned response that resolves against the current ticket when the response is inserted.
- Ticket template
- A preset that prefills ticket fields such as subject, priority, group, and custom fields for a common request type, distinct from canned reply text.
- Dependent custom field
- A dropdown whose available values change based on the selection in a parent field, used to chain options like product then version.
- Custom field type lock
- Once a custom field holds data, its type cannot be changed. Changing type requires creating a new field and migrating values manually.
- Solution article visibility
- Article access can be public on the portal, restricted to logged-in customers, or agent-only, controlling who can read the content.
- Suggested articles
- Knowledge base articles surfaced on the portal ticket form based on keywords the customer types, intended to deflect tickets before submission.
- Auto-close interval
- The configured duration after which a Resolved ticket automatically moves to Closed status if the customer does not reply.
- Ticket merge behavior
- Merging moves the secondary ticket's conversation into the primary ticket and closes the secondary, keeping a link for audit history.
- Email threading by ticket ID
- Replies are matched to tickets using the ticket ID in the subject line; rewriting or stripping the subject creates duplicate tickets.
- SPF and DKIM records
- DNS records that authorize sending servers and cryptographically sign outbound mail, improving deliverability and reducing spam classification.
- Collaborator seat
- An occasional agent who uses no full agent seat and can view and reply only on tickets explicitly shared with them by full agents.
- Ticket scope all
- A role permission granting access to every ticket in the account, overriding group membership restrictions that would otherwise limit visibility.
- Audit log entry
- A record of an admin action capturing actor, timestamp, and before and after values, used for security review and change tracking.
- Sandbox environment
- A separate testing environment where automations, integrations, and configuration changes can be validated before being applied to the production account.
- API key rotation
- Replacing integration credentials on a schedule and at offboarding so that leaked or orphaned keys cannot be used to access account data.
- Webhook idempotency
- Because webhooks retry on failure, receivers should deduplicate events using an idempotency key to avoid processing the same event twice.
- CSAT response rate
- The share of tickets that receive a satisfaction survey response. Reported alongside the CSAT score because low response rates reduce reliability.
- Backlog aging report
- A report listing tickets open beyond defined age thresholds, used in operational reviews to find stuck or neglected work.
- Portal subdomain
- The account-specific web address for the self-service portal. Changing it later requires support and breaks existing customer links.