PCMag QuickStart: 5 Steps to Get You Up and Running With Freshdesk

We recently named Freshdesk an Editors' Choice tool in our best helpdesk software roundup. That'south because Freshdesk recently underwent a makeover, nicknamed "Freshdesk Mint," that provides users with a more bonny and intuitive navigation experience.

In this commodity, we volition give yous step-by-step instructions on how to add new agents to the system, group those agents together, create canned responses for common ticket issues, merge tickets, and add your company'due south Twitter handle to your Freshdesk account. For more than information nearly Freshdesk, read our comprehensive review, which we've linked to above.

How to Add a New Support Agent

Equally new helpdesk team members bring together your grouping, you'll want to add them to the system as quickly equally possible. This is an easy, 4-step maneuver that doesn't require much heavy lifting at all. Agent profiles tin be as rich every bit you'd like them to be, but all you lot'll really need is an agent'southward name and email address to get them loaded into the organisation. Here's how to add agents:

To add a new amanuensis to your business relationship, log into your Freshdesk business relationship every bit an ambassador. In one case you lot're there, click the Admin tab.

Click Agents.

To add a new amanuensis, click the New Agent button.

Here yous'll be able to specify the email address, add a profile motion-picture show for your agent, give your agent a title, and more than.

To adjust your agent's role and scope, scroll downwards. Yous'll exist able to change what the agent tin or can't run across. Agents are automatically set to Global, which means the amanuensis tin can run into everything in the helpdesk. You tin can limit them to seeing only tickets assigned direct to them or tickets assigned directly to their specific groups.

How to Create a New Group of Agents

Grouping agents helps to automate workload management. For instance, if you're routing tickets to whichever agent is side by side in the queue just that agent isn't adept in treatment Java queries, then he or she will take to manually pass this ticket to someone in your group who tin can solve the issue. However, if you create groups for specific bug or for specific teams, so y'all'll ensure that but those teams see these specific tickets when they're logged. Here'southward how you'll create your showtime group:

To create a new group of agents, log in as an administrator and click the Admin tab.

Select Groups.

Click the New Group push button.

Here you'll be able to add together a proper noun and a clarification for your grouping. You lot'll also exist able to add agents to the group by typing names into the Agents box.

You can besides make up one's mind how you lot'd like tickets assigned to this group to be routed.

How to Add together a Twitter Account to Freshdesk

Customer service-savvy businesses desire to nip complaints in the bud before give-and-take of oral cavity starts to spread. You can prepare up your Freshdesk account to create a ticket and warning an agent whenever someone references your company on Twitter. This works by tying your Twitter handle directly to an account. Here'southward how you'll set this upward:

Click the Admin tab.

Click on Twitter.

From here, yous'll click Add Twitter account.

You will be redirected to Twitter where you'll need enter your Twitter credentials.

After that's done, you'll be redirected to the Edit account page in Freshdesk. Once your business relationship is connected to a Twitter handle, y'all can select which agent groups can see the mentions of this account. Direct Letters (DMs) will be converted to tickets automatically.

How to Merge Tickets

Companies will often receive multiple queries for the same result. For example, this happens when a company's website goes down or if a production is no longer bachelor. Instead of having multiple agents field each of these queries individually, you tin can merge tickets. This action puts the overarching issue under the control of one agent and lets the agent resolve the effect at hand in one case rather than having to mark each ticket as resolved one by ane. Here'south how to go well-nigh merging tickets:

Go to the Tickets tab.

Select the tickets you lot want to merge from the list using checkboxes.

Click the Merge push.

Select which ticket you'd like to brand the primary ticket. Keep in mind: Merging tickets cannot be undone.

Click the Merge button.

How to Create a Canned Response

Your agents will too receive the same query over and over again. Repetitive questions that get asked often don't demand unique responses. You lot tin set up a canned response for a repetitive query so attach that canned response to any ticket that poses said query. For instance, if customers are having a difficult fourth dimension getting admission to a service, and so yous can create a canned response telling them the exact pathway to accessing the service. Whatsoever time you receive a query of this ilk, your agent can adhere the canned response and press Send rather than typing out a new response. Here's how to set this up:

Click to the Admin tab. Go to Helpdesk Productivity.

Click Canned Responses.

Click on New Canned Response.

Here you'll be required to provide a response title and response text within the text editor. You tin also click Insert Placeholder to add together dynamic content such as Ticket ID, Bailiwick, or Requester Proper name in the reply. Yous'll be asked to choose who can use this response; information technology tin can be ready to a specific group, all agents, or personal use only.

Now, whenever you or your agents are responding to tickets, you lot tin click on Insert Canned Response to utilize a templated reply.

Source: https://sea.pcmag.com/feature/18687/pcmag-quickstart-5-steps-to-get-you-up-and-running-with-freshdesk

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