End user giude

Hi ​@atheer ahmed 

Greetings from Freshworks Community :)

Yes! Freshdesk provides a step-by-step guide for agents to access and navigate the system. You can check out their official documentation here: Freshdesk Agent Guide.

Here’s a quick overview to get started:

1. Logging In – Go to your Freshdesk portal (e.g., yourcompany.freshdesk.com) and sign in using your credentials.
2. Navigating the Dashboard – You'll see your ticket queue, notifications, and pending tasks.
3. Handling Tickets – Open a ticket, reply to customers, update status, and assign it if needed.
4. Using Canned Responses – Speed up responses with pre-saved replies.
5. Collaborating with Team Members – Use private notes and assign tickets to specific agents or groups.
6. Tracking Ticket Status – Change priority, add tags, and close tickets when resolved.

Article for reference :- Article Repository

If you're looking for a detailed guide, check out Freshdesk’s official support portal or let us know what specific steps you need help with! 😊

Thanks 
Madhu