Support Portal & Branding(8)

• Removing the Trakdesk branding from your helpdesk
• Working with Announcements
• Setting up your business hours
• Working with multiple brands and products
• Setting up a custom SSL certificate for your custom domain
• Customize your Helpdesk Support Portal to reflect your brand

Managing your support team(6)

• Understanding the EasyPass feature in trakdesk
• Understanding full time and part time agents
• Converting a customer to an agent account
• Automatic ticket assignment with round robin
• Restricting your agents access with roles and permissions
• Keeping your agents organized in groups

Email and Notifications(5)

• Sending emails using your own SMTP server
• Setting up SPF for Trakdesk to send emails on behalf of your custom domain
• Configuring DKIM for your support email addresses
• Setting up and configuring your support email accounts
• Managing your email notifications

Getting things done faster(4)

• Split a message into a new support ticket
• Getting things done faster with macros
• Getting things done faster with canned responses
• Understanding and using email commands

Managing your support tickets(7)

• Connecting your helpdesk to your twitter accounts
• Linking multiple tickets together to create a parent / child relationship
• Merging multiple tickets into a single ticket
• Using canned responses when replying to tickets
• Executing macros on tickets
• Performing bulk actions on multiple tickets

Managing your SLA Policies(2)

• Enabling SLA violations for specific ticket statuses
• Setting up SLA violations so nothing slips through the cracks

Importing data to your helpdesk(1)

• Adding customers to your helpdesk

Ticket Forms and Custom Fields(4)

• Customizing your customer and company fields
• Customizing your ticket types and categories
• Building your ticket forms
• Customizing your ticket statuses

Security(3)

• Setting up an SSL certificate for your custom domain
• Protect your helpdesk and data with session expiration
• Restricting access to your helpdesk with IP Whitelisting

Configuring your helpdesk(3)

• Using trakdesk Web Widget to embed customer support on your website
• Language codes for Trakdesk supported languages
• Setting up your helpdesk supported languages

Remote Authentication and Single Sign On(2)

• Authenticate using Simple (SSO)
• Active Directory Integration

Managing your customer support portal(1)

• Customizing your customer support portal

Working with Automations(5)

• Completely automate your helpdesk with time-based automations
• Automatically create tickets in your helpdesk with ticket scheduler
• Automate your helpdesk with event-based automation
• Getting things done faster with macros
• Automatic ticket assignment with round robin

Advanced Reports(2)

• Understanding the Helpdesk Overview Report
• Understanding the Helpdesk Load Report

General Reports(0)

Stay connected with live chat apps(3)

• SnapEngage Live Chat app
• Tawk Live Chat app
• Olark Live Chat app

Apps(8)

• Setting up Join.Me app in your helpdesk
• Setting up Google Calendar app in your helpdesk
• Setting up Microsoft OneDrive app in your helpdesk
• Setting up Twilio SMS in your helpdesk
• Setting up Box app in your helpdesk
• Setting up Dropbox app in your helpdesk

Trakdesk Themes(4)

• Gravity theme
• Prime theme
• Prime - Flat theme
• Oxygen theme