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FreshTips Week
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday
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
“
Automations in Freshdesk
 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?
#1. Get Good at What You Do
The Dispatch’r
 Categorize, Prioritize &
Assign
 Shoot alerts and
notifications
 Manage new ticket
workflows
 Mark and tag tickets
 Match
conditions
 Trigger actions
 First rule kicks
in
Anatomy of a Ticket Dispatch
 Sales leads
 Remove spam
 Jump notifications
 Identify the high rollers
 Set ticket priorities
When to use the Dispatch’r
Round Robin:
A better way to dispatch
 If you have homogenous teams
 Keep the fingers busy
 Optimize the load
#2. Stay on top with notifications
Instant Email Notifications
#3. What’s next on your list?
Service Levels & Due Times
Aren’t Prioritiessufficient?
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
“
 Account for “off days”
 Remember the Time...
Zones
 After 6 Support process
Make them Meaningful
Getting Smart with SLAs
Automate workflows for:
•Specific expertise groups
•Support channels
•Each product you
support
#4. Remember yesterday’s follow-up?
 Send out
reminders
 Auto-close old
mailers
 Manage
escalations
 Prevent frustration
The Supervisor
• Match
conditions
• Trigger actions
• Everything
flows
Anatomy of Supervisor
 Customer reminders to respond
 Time-triggered alerts (hours
since...)
 Automatic closure of resolved
tickets
 Overdue / frustration escalations
When to use the Supervisor
#5. Bad planning only leads to one logical outcome:
OVERLOAD
#6. Trigger automations based on
actions (psst... this one’s new)
The Observer
Dispatch’r : The right ticket to the right
guy
SLAs : What to work on next
Supervisor : Time-triggers
Observer : Event-triggers
Automations Recap
#7. Do things you do over and over...
Better
 Reusable Cans
• Reusing common responses
• Organizing replies by templates
 Getting Smart
• Build a Kbase
• Get smart suggestions
Canned Responses & Suggested
Solutions
 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
 Groups are getting Big!
 Events and Observer
 SLAs, Holidays and
Timezones
Freshdesk Insider
Questions??
Coming Up Next
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday

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