It’s a pity to be housekeeping your support desk on such a beautiful summer day. Learn how you can dispatch tickets, prevent customer frustration, structure escalations and generally use the powerful automations in Freshdesk to reclaim your life.
2. When I wake up in the morning, I
don’t think. I just turn on
Freshdesk and it tells me what I
have to do. When my ticket are all
closed, no questions asked, my
day is done
Efraim Siounis, Strong
Fruit
“
4. To do things you do, faster
To do things you forget
consistently
To do things you can’t for you
To do things you don’t love.
Period.
Why Automate?
14. When I wake up in the morning, I
don’t think. I just turn on
Freshdesk and it tells me what I
have to do. When my ticket are all
closed, no questions asked, my
day is done
Efraim Siounis, Strong
Fruit
“
15. Account for “off days”
Remember the Time...
Zones
After 6 Support process
Make them Meaningful
16. Getting Smart with SLAs
Automate workflows for:
•Specific expertise groups
•Support channels
•Each product you
support
20. Customer reminders to respond
Time-triggered alerts (hours
since...)
Automatic closure of resolved
tickets
Overdue / frustration escalations
When to use the Supervisor
26. Reusable Cans
• Reusing common responses
• Organizing replies by templates
Getting Smart
• Build a Kbase
• Get smart suggestions
Canned Responses & Suggested
Solutions
27. Smart categorization can save you years
Customize notifications with the important
stuff
Auto-dispatch with the Round Robin
Create Views - Organize by “Due by Time”
Remember Cascading Supervisor Rules
Organize canned responses by problem
folders
Use Solution Suggestions when you can
FreshTips to make your day
28. Groups are getting Big!
Events and Observer
SLAs, Holidays and
Timezones
Freshdesk Insider