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Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expert

  • 8 December 2021
  • 36 replies
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Ask the Expert ft. Ramya ❓ | Your Freshdesk blueprint for the holiday break | Ask our in-house expert

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My question is more of where to start guidance.  We have been on this platform for a year now.  It was built out from following the documentation Freshworks has available online.  While building out any new system, there is usually some “Onboarding” itself with that. This experience was much different with just read and figure it out. At times, I questioned if I was setting it up correctly, or if how it was being set up was the “Best Practice” with other groups who utilize it as an IT Help Desk. I’m interested to know what is the best practice for building out the help desk? Do most have the selections in the Service Catalog for the requestors to scroll through and pin point what to open their issue/ticket on, or do they have the standard open ticket form that becomes more open format?

 

Thanks for sharing your experience with us, @Denise.S.P. Definitely onboarding will help in making the best use of a product for specific business usecases and requirements. Just FYI, we too have various onboarding programs to support our customers, let us know in case you need assistance. :)

I’m interested to know what is the best practice for building out the help desk? Do most have the selections in the Service Catalog for the requestors to scroll through and pin point what to open their issue/ticket on, or do they have the standard open ticket form that becomes more open format?  → We recommend making use of a ticket form which gathers as much as information from the customers when they raise issues/queries initially. For example, you can add multiple custom ticket fields to take in inputs; and also customize and add additional ticket fields based on values chosen on specific fields. The latter is achievable with the help of dynamic sections feature in Freshdesk. Do explore and feel free to add a note for further questions! 

 

Cheers!

Hi @gaving,
Apart from the above given solution,
You can also mark agent status as Forward_to_phone and add your mobile number through Freshworks profile. Calls will be directed to your mobile phones directly. 

Hi Ramya - is there a way to set notifications for when a ticket is assigned to an agent?

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Hi Ramya - is there a way to set notifications for when a ticket is assigned to an agent?

Yes, there is @ejanee. :)

Using the default agent email notification, Ticket assigned to an Agent, you can trigger email notifications to alert the agents that a ticket has been assigned to them. Here is an article for detailed help. 

 

Cheers!

Hi Ramya!

Thank you for your time.

We’ve been using Freshdesk for a year now, we are really happy with it and we’re triying to make the most out of it. 

But all the times we tried to use Proactive Outreach, we followed the steps and every time fails, just won’t send anything to our customers.

 

Best!

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Hi Ramya!

Thank you for your time.

We’ve been using Freshdesk for a year now, we are really happy with it and we’re triying to make the most out of it. 

But all the times we tried to use Proactive Outreach, we followed the steps and every time fails, just won’t send anything to our customers.

 

Best!

 

That’s nice to hear, @Adali. :)

Ah, that’s unfortunate. Let us discuss the issue with Proactive outreach via DM and troubleshoot this accordingly. Cheers!

Hello,

We keep separate knowledge bases in separate portals for each of our products because the Freshdesk search function would otherwise provide too many many irrelevant results. 

Is there any way (or are there any plans) to create a filtered search across all portals? This would be huge for customers who use multiple products.

Thanks,

 

Chris

 

 

 

how to start

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Hello,

We keep separate knowledge bases in separate portals for each of our products because the Freshdesk search function would otherwise provide too many many irrelevant results. 

Is there any way (or are there any plans) to create a filtered search across all portals? This would be huge for customers who use multiple products.

Thanks,

Chris

Filtered search seems to be an interesting idea, @Chris Johnon. :) 

It would be great if you can elaborate more on your requirements with using filtering in portal search. Looking forward to hearing your insights!

 

Cheers!

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how to start

 

We believe you are new to Freshworks, @Mhadz cayamora. A warm welcome! :)

You can kick start learning about Freshdesk Support Desk from various resources we provide, sharing the links below for easy access: 

Cheers!

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@hemanth.ramya

 

Let’s say you have five portals for products A, B, C, D, and E. 

Filtered search would allow the user to search for term “X” in portals A, B, and E. Or just portal A, or whatever. Freshdesk would then search across all selected portals for that term and return the results.

Right now, you’d have do five, separate searches.

 

This surely is an intriguing ask, Chris. We would be happy to explore the possibilities of this feature being picked up and will keep you posted in our community with any further updates/enhancements. I also think it’ll be worth to raise this as an idea so that other community members can also vote for this and bring attention to our product team. 

 

Cheers!