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 tickets are all closed, no questions asked, my day is done Efraim Siounis, StrongFruit

“

FreshTips Week

Automations Monday

Reports Tuesday

Gamification Wednesday

Themes Thursday

Best Practs Friday

Freshdesk Best Practices

#1. Fine grained categorization using Dependent fields

Pareto is such a spoilsport80% of your support queries refer to the same 20%

problems

Fewer than 6% of angry customers get in touchThe rest jump off bridges, or just go away

Your customers want to talk to each otherOn your turf, or someone else's’…

Is your support just deflecting blows?

Filter tickets with razor-sharp

accuracy

Get the right expert to do the right

thing

Deeper insights and meaningful

reports

Why smart categorization

#2. Zero Errors with Automations

The Dispatch’r

Categorize, Prioritize &

Assign

Shoot alerts and

notifications

Manage new ticket

workflows

Mark and tag tickets

#3. Foresee Frustrations withSupervisor

Never forget reminders

Auto-close old mailers

Manage escalations

Prevent frustration

The Supervisor

#4. Find out what’s next using SLAs

Order by Due Time

SLAs should drive Due by Time

Issue Priorities should drive your

SLAs

Working on your Queue

The Priority Matrix

Bu

sin

ess

Im

pact

Urgency

Getting Smart with SLAs

Automate workflows for:

•Specific expertise groups

•Support channels

•Each product you support

Account for “off days”

Remember the Time...

Zones

After 6 Support process

Make them Meaningful

#5. Reduce, Reuse, Get Consistent

Reusable Cans

• Reusing common responses

• Organizing replies by templates

Getting Smart

• Build a Kbase

• Get smart suggestions

Canned Responses & Suggested Solutions

#6. Non-invasive updates withPublic notes

Take control of when alerts go out

Turn off email notifications

Add a public notes to talk about minor

changes

Reply when you send out critical updates

#7. Complete the Support Loop

Follow-upNotify

Mitigate Escalate

Email Notifications The Supervisor

Service Levels Automatic Escalations

Automate your support cycle

#8. Focus on Self Service

Old-school inbound support

Vanilla experiences that don’t really count

No personalization, no personality

FAQs that scream “Boring”

Age old support isn’t good enough

What you should be offering

Sense of accomplishment.

No waiting. Immediate answers and

solutions.

Transparency and trust.

A bro to watch their back

#9. Get on the diet

What makes customers happy?

Responses faster than the speed of light

Getting it right the first time

Satisfaction makes the experience

unforgettable

Create dependent fields for razor-sharp

categorization

Reduce human errors using the Dispatch’r

Manage follow-ups and frustrations using

Supervisor

Let your SLA policies decide what you do next

Automate your support cycle and complete the

loop

Self service is the way to go

FreshTips to make your day

Questions??

FreshTips Week

Automations Monday

Reports Tuesday

Gamification Wednesday

Themes Thursday

Best Practs Friday

Sign up for Freshdesk

www.freshdesk.com/signup