A platform only delivers value when people use it well. Workdeft runs role-based training for Freshservice, Freshdesk, Freshsales and Freshchat, on-site across the UAE and the GCC or remotely, and adoption programmes that track portal usage, deflection and agent behaviour after go-live.
Training by role, not by feature
Agents, approvers, administrators and end users need different sessions. A two-hour product tour serves none of them well.
- Agent training: queues, SLAs, canned responses, scenarios, Copilot and knowledge articles
- Approver training: approving from email, Teams or the portal in under ten minutes
- Administrator training: workflows, automations, forms, reports and release management
- Employee and customer onboarding: portal, knowledge base and AI self-service
- Train-the-trainer packs and Arabic / English quick-reference guides
Adoption programmes
We instrument the launch with five metrics - portal share, first response, resolution time, reopen rate and deflection - and review them weekly for the first quarter with your team, adjusting categories, articles and automations as the data comes in.
Ready to talk about Freshworks training?
Tell us what your IT, support or sales teams are wrestling with. We will come back with an approach, a timeline and the people who would deliver it.