Freshdesk - Our Support Platform

Freshdesk Onboarding Sessions.

Objectives.

This program is an interactive workshop that’s spread over a 2-week period consisting of 4 sessions where we will:

·       Identify your goals and success metrics for your business needs.

·       Guide you to configure the product as per your business requirements.

·       Assist you with mapping the features of the product to your goals and workflows.

·       Share best practices on how to use product and much more!!

Here is a quick recap of the points we discussed:

​Discussed how we can use Ticket Fields in Freshdesk to classify the incoming tickets.

· Using the SLA policy to define the 1st response time, resolution time and also set reminders that help agents stay compliant with the ticket SLAs.

· Explored how we can use the Smart In-App notification and Email notification to notify the agents on various scenarios of the ticket.

· Managing the email notification under Admin > Workflow > Email notification for the customer and agents. In addition to this, you can also customize the content of the email that is triggered

· How we can use the Undo Send future to recall the email within 10 seconds when using the "Send" option

· To schedule a reply to the customer, we can explore the marketplace application "Schedule Reply for Freshdesk". You can refer to this site here for more information on the same

To re-visit today's session, you can make use of this link here (Passcode: Q#4Pbc!@). 

Feb 9, 2024, 9:52 AM - Here is a quick recap of the points we discussed: 

· Discussed how we can use the automation in Freshdesk to perform actions on the tickets based on predefined conditions during creation, update, or a time-based parameter

· Using the canned responses to define templated answers/content and use them easily with one click of the button inside the reply editor

To re-visit today's session, you can make use of this link here (Passcode: hJ462Z@V). 

Feb 12, 2024, 2:48 PM: Here is a quick recap of the points we discussed:

· A quick review of the features that we discussed in our previous meeting.

· Discussed how we can use the scenario automation in Freshdesk to perform multiple action(s) on the ticket(s) in one click of the button.

· Using the Arcade in Freshdesk to bring in gamification.

· To have a personalized support portal URL, please navigate to Admin > Channels > Portal > Edit, and under Portal settings, you can update the URL

· Explored how we can use the Help Widget in Freshdesk to host the solution articles and a simple contact form for the users to raise ticket and self serve themself directly from your website

· Installed the marketplace application "Schedule Reply for Freshdesk" to schedule the replies based on defined timings automatically

· Reviewed the ticket fields and updated the Category as non-mandatory so that you can resolve the ticket directly

· With the WhatsApp<>Freshdesk integration, you can bring in all the WhatsApp messages as tickets and reply to your customers easily

To re-visit our today's session, you can make use of this link here (Passcode: U?4a87Ee).                                                         

Feb 14, 2024, 3:55 PM:    Here is a quick recap of the points we discussed: 

· ​Explored how we can use the curated report in the Analytics to get key insights about the ticket trends and helpdesk performance

· Discussed the extended functionalities like report cloning, export, download, and presentation mode

· Cloned a curated report and modified it to visualize the agent performance count and ticket creation count based on the company

· Installed the marketplace application "Hide Fields" to hide the Type field for all the tickets 

· How can we manage the SLA timer against the different statutes of the ticket

To re-visit our today's session, you can make use of this link here (Passcode: hV.d1h#k). 

Feb 20, 2024, 3:12 PM:  Here is a quick recap of the points we discussed:

· ​Quick summary of the features that were discussed in our previous call - Analytics, Marketplace applications, and SLA

· Discussed the webhook issue and updated the URL inside the automation for ticket creation

· Explored how we can use the "Out Of Office" marketplace application to perform actions on tickets when the assigned agent is OOO

· Using the help widget to host the solution articles and contact form for the users to read the articles and raise tickets easily

· The "Undo Send" feature will reply only when you reply to the existing tickets.

· Regarding the Freshchat, I'll ask your Success Manager to contact you for more help.

To re-visit our today's session, you can make use of this link here (Passcode: M.u1.F8G). 

Look at the below article(s) around the module(s):

1. Ticket Fields - The ticket form includes a bunch of fields like Requester, Subject, Type, and Description, by default. However, you can customize the ticket form to contain different fields specific to the type of your business or your support process.  

2. SLA Policies - An SLA policy (service level agreement) lets you set standards of performance for your support team. They're like a target, or a deadline, within which your team is expected to respond and resolve tickets.  

3. Email notifications - Freshdesk has a default email notification that is sent to customers/agents based on the various flows.

4. Automations - Automations save you both time and effort by automatically performing repetitive tasks - letting your agents focus on solving customer problems.  

5. Canned Response - With Canned Responses, your agents can create a predefined set of reply templates that they can send out with a single click.

6. Scenario Automation - Scenarios in Freshdesk let you perform a number of tasks with a single click, right from within a ticket.  

7. Arcade - With Freshdesk Arcade enabled, every ticket resolved, satisfaction rating earned and other support-related activities directly translate into points for each of your agents.

8. Custom URL - When you create a support portal with Freshdesk, you get a " .freshdesk.com" domain by default. If you want to host your support portal under a custom URL, like "support.yourcompany.com," you can point your custom URL to the Freshdesk domain you signed up with.

9. Help Widget - With the Freshdesk help widget, you can embed solution articles and a contact form within your website or product.  

10. WhatsApp integration - You can integrate your WhatsApp business number with Freshdesk and start supporting customers on one of the most popular messaging platforms in the world.  

11. Curated Reports - With Freshdesk Analytics, leverage your customer support data to craft experiences that wow customers. 

12. Custom URL - When you create a support portal with Freshdesk, you get a " .freshdesk.com" domain by default. If you want to host your support portal under a custom URL, like "support.yourcompany.com," you can point your custom URL to the Freshdesk domain you signed up with. 

13. Help Widget - With the Freshdesk help widget, you can embed solution articles and a contact form within your website or product.  

14. WhatsApp integration - You can integrate your WhatsApp business number with Freshdesk and start supporting customers on one of the most popular messaging platforms in the world.  

Product and Technical Support - Available 24/7

·       Day-to-day support needs like product issues, troubleshooting, bugs, etc. Reach out via email to support@freshworks.com for any future issues or queries with the Freshworks product suite.

·       community of Freshdesk customers at https://community.freshworks.com/

·       webinars recorded and posted on https://freshdesk.com/webinars/

·       academy for Agent or Admin Training about the product features, you can refer to https://academy.freshworks.com/

Thanks,

Gowrishankar

Senior Product Consultant