Team training
Built into your XyloTrust portal. Invite your agents, they complete a short training with two exercises, and earn a certificate. You track who passed centrally — and switch on auto-invite for every new Freshdesk agent.
Team onboarding
Invite your staff to the mandatory XyloTrust identity-verification training and track who passed.
How it works
From invitation to certificate — fully inside XyloTrust, no external LMS or training platform needed.
Paste the email addresses of your helpdesk agents into the portal. Each receives a personal training link by email. One click and you're done.
Four short tabs: XyloTrust overview, exercise 1, exercise 2, then passed. Realistic scenario-based learning — no 32 slides of theory.
The portal shows in real time who was invited, who passed and who still needs to start. Click an agent to see the timestamp and certificate result — auditable for your NIS2 and ISO files.
Tick one toggle in the portal and every new Freshdesk agent you add gets the training invitation automatically. No forgotten staff member, no manual follow-up. Onboarding becomes part of your HR process.
What your agents learn
Short module + two exercises. No theory — pattern recognition on realistic scenarios.
Open the XyloTrust panel inside a ticket, enter the customer's registered mobile number and send the SMS — agents practise this themselves in step 2 of the training.
The customer scans their ID document and takes a selfie. XyloTrust compares both and posts a private note to the ticket. Critical check: does the verified name match the account owner? If not — reject and escalate.
Based on the result: continue with the request (passed), reopen verification (no response), or refuse and escalate (failed). Every decision is logged automatically on the ticket — evidence for your audit trail.
Compliance
Many security frameworks require demonstrable training. The portal dashboard exports per agent: invitation date, completion date and certificate status.
| Requirement | Source | Coverage via team training |
|---|---|---|
| Security-awareness training mandatory for personnel with access to critical systems | NIS2 art. 21 (g) | Mandatory training per agent + dashboard with per-agent completion status |
| Documentable competence of personnel | ISO/IEC 27001 A.7.2.2 | Per-agent certificate with timestamp, exportable as audit evidence |
| Access control & verification of users before sensitive actions | NIS2 art. 21 (d) | Training explicitly covers password resets, data access and contact changes as verification triggers |
Frequently asked questions
Yes. Team training is included from the Starter plan, for an unlimited number of agents, for the entire duration of your subscription. Updates to the training arrive automatically.
Standard in Dutch and English. French, German and Spanish on request — contact support if you need those for your team.
The training can be retaken — unlimited times. Only when both exercises are completed successfully does the status "Passed" appear in your portal and the agent become allowed to run verifications in Freshdesk. You safeguard quality without intervening yourself.
Yes. As soon as the auto-invite toggle is on, every new agent added to your Freshdesk account receives an invitation email within minutes. No intervention required from your side.
Start your trial — train your first agents for free. See for yourself how the invitation screen and the dashboard work.
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