Basic Interactive Course

FreshDesk

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Introduction

Welcome to this course on Freshdesk! In this course, you'll gain a comprehensive understanding of Freshdesk, a powerful customer relationship management (CRM) platform. We'll delve into the essential features and functionalities that make Freshdesk a valuable tool foryou. By the end of this course, you'll be equipped with the knowledge and skills to effectively use Freshdesk to manage your customer interactions, improve customer satisfaction, and streamline your workflow.

Navigation

Thank you for joining us today! To navigate the presentation, simply click on the arrows on the screen to move forward or backward also, click on the images to expand them and view more details. The dots on some slides indicate additional tips or information.

Objectives

By the end of this course, you will be able to:

• Respond effectively to customer tickets, providing timely and accurate solutions.
• Undo actions when necessary.
• Merge related tickets into a single thread to streamline communication.
• Navigate and utilize the Freshdesk dashboards

What is FreshDesk

FreshDesk

Freshdesk is an online cloud-based customer service software providing helpdesk support with all smart automations to get things done faster.

Which channels does Freshdesk support?

Freshdesk supports Email, Phone, Chat (from Garden Plan onwards), Social (Twitter and Facebook), Website (Portal and Feedback Widget), and E-commerce.

Which channels does Freshdesk support?

Freshdesk lets you support your customers on multiple channels such as email, phone, chat, or social media from a single view. It combines incoming requests from all these channels into one omnichannel interface, making it easier for your support agents to tackle queries from a wider audience, responding quickly and efficiently.

The Dashboard

As a Freshdesk associate, you will be greeted by the Dashboard, where you can view information about your performance, such as the tickets you handled and their statuses, as well as the CSATs you received.

Dashboard

Agents can quickly get up to speed with what’s on their plate for the day and keep an eye on what customers think about their support. It also allows Admins to take stock of daily trends, availability and current customer satisfaction ratings.

The action bar

From left to right, the action bar contains:

• Watch icon: Receive email notifications when a ticket is updated.
• Reply: Add a response to the ticket.
• Add note: Add a public or private note to the ticket.
• Forward: Send the ticket to a third party.
• Close: Change the ticket status to Closed.
• Merge: Merge two or more tickets into one.
• Delete: Delete an obsolete ticket.

More actions (Overflow menu): Contains more ticket actions.

Dashboard

At the top right corner of the Dashboard, you will see the following icons:

• You can create a new ticket, outbound email, contact or company by clicking on the corresponding option in this dropdown.
• You can search your entire helpdesk for specific information about tickets, solution articles, forum posts or customers from the search tab. To know more about how search works, please read here.
• You can see real-time alerts on important ticket events in the Notification Center. Learn more about smart notifications.
• You can control your availability to accept chats from visitors on your website, if the Admin has given you the permission to do so. Learn more about agent availability here.

Ticket Summary

The Ticket summary ribbon tells you how many tickets are currently being handled by agents in your helpdesk. You can see the number of tickets that are in the following statuses - Unresolved, Overdue, Due today, Open, On hold and Unassigned, right at the top of the Dashboard for easy reference.

Using the search tab

The search tab lets you locate items in your account from just about any page within your helpdesk. It is available in the top right corner (near the 'New' icon), in every tab.

Agents can search through all the information that is accessible to them. For example, if an agent can see only the tickets belonging to her group, her search will be performed only within that group.

Using the search tab

Every time you enter a search query, the query is searched across tickets, solution articles, forum posts, and customers (contacts and companies), and in the following items within the broader categories:

• Tickets - subject lines, descriptions, notes, replies, ticket fields, tags, attachment names
• Contacts/companies - names, emails, phone numbers, contact fields
• Solution articles - Titles, descriptions, tags, attachment names
• Forums - Titles, posts

You can also search for tickets, contacts, solutions or forums specifically by clicking on the respective icon.

Search for Archived tickets

Under the Global search, if you want the Archived tickets to show up, you have to manually change the search settings to include the archived tickets if required. By default, this option will be turned off.

Watch a ticket

You may need to track important tickets, even if they’re not assigned to you. Becoming a watcher means you’ll receive email notifications every time a ticket is updated. Click the Watch button to view the list of agents watching the ticket. Within the popup, click Add me to add yourself to the list. You can also use the Search bar to add other agents to the watch list. Note: To remove yourself from a watch list, click the Minus symbol next to your name in the list. You cannot remove other agents from the list.

Reply to a ticket

Use the Reply button to respond to your customer queries. When you click on it, it initiates a text editor similar to an email editor. You can:

• Format your text using common options such as bold, italics, underline, text color, and lists
• Add tables, links, images, and code blocks
• Insert solution articles, canned responses, and canned forms
• Attach files and more
• Archiving old tickets still ensures attachments remain accessible, as emails and attachments don't expire.

The options in your editor change with the source of your tickets. For example, channels like Facebook do not allow formatted replies.

Macros

Canned responses are response templates that you can quickly insert into a ticket.

To insert a canned response in a ticket:

• Click Reply or Add note to start a response to the ticket.
• Click on the Canned response button.
• Choose a response from the panel. Your personal responses are in the Personal folder.
• Click the Insert canned response button to add it to your existing email body, or click the Replace canned response button to erase the message body before adding it.

Undo send

After sending an email, you can cancel the action within 10 seconds. To enable this:

1. As an agent, click your profile in the top right corner and select Profile settings.
2. Enable the Undo send toggle and click Save.

Note: This feature is available from the Growth plan onwards.

Add notes to a ticket

Use the Add note button to insert a note that allows you to discuss a ticket with other agents, share progress, or log updates for future reference. Similar to a reply, you can use rich text formatting and attach files to the note.

Each note is marked as either Public or Private. Public notes are accessible to the requester within their support portal but do not trigger an email notification. Private notes are only accessible to agents within your organization, as long as they have proper access.

Forward a ticket to a third-party

Use the Forward button to send a ticket to third-party vendors or external users. While forwarding the ticket, you can attach files and add the ticket URL to the email body if necessary.

Any subsequent replies from the recipient will be added as a private note in the ticket. You can further respond to these replies and continue the conversation in the ticket thread.

Merge two or more tickets

A customer might contact you through multiple channels or via multiple members of their team. Such tickets should be merged into one.

Info

More actions

Other common actions are contained in the overflow (triple dot) menu. These actions include:

• Edit ticket details
• Print the ticket
• Mark the ticket as spam

More actions

The Edit ticket details option lets you modify a ticket's Contact, Subject, and Description.

Course completed!

Merge tickets

When you merge tickets, the following things happen:

• You choose one ticket to become the primary ticket. The others become secondary.
• You choose whether to retain all requesters and CC emails from the secondary tickets.
• All conversations from secondary tickets are moved into the primary and sorted chronologically.
• A note is added to all secondary tickets linking to the primary. If the note is public, the requesters might receive an email notification about the merge.
• All secondary tickets are closed