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

  • 8 December 2021
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Ask the Expert ft. Ramya ā“ | Your Freshdesk blueprint for the holiday break | Ask our in-house expert
rhea.desouza
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Hey folks,

Introducing Ramya, Technical Account Manager at Freshworks - Freshdesk Support Desk. I will let her take over in the comments, but to give a short introduction, she has been with Freshworks for over 2 years, solving product and technical issues, building meaningful and lasting relationships with customers along the way.Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā Ā 

Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā  Ā -N_Kn1O1-BPGVNT5-_7LJVAdyzU0pgKGNu1Ljo-dNagIPQRR3AlCJIgQqMoblWbgS7bXHAPSGfTPRTz4Ta8nY5USYtRrLa5-Blb3GbR8UIJgDCpAg4pj62DWtACCZcKP3CsEaEym


And, as the holiday season is upon us, we thought of no better time than now to help you get the most out of your Freshdesk experience during this time in the first of many Ask the Expert sessions.Ā 

Ā 

Topic: Your Freshdesk blueprint for the holiday break

We want you to be prepared for the holiday rush - share your questions and challenges, learn a few tips and tricks, and get festive ready with Freshdesk. Ramya is available until December 17, answering your burning questions. So, fire away in the comments belowā€¦Ā 

A few cues to get your started:

  • How can I customize email notifications during the holiday season?Ā 

  • What changes can be made to SLAā€™s and business during OOO periods?Ā 

  • With the onset of the holiday rush, which processes can be automated with Freshdesk

Ā 

PS: This is a text based conversation open till December 17. Add your questions down below, and Ramya will respond with a solution at the earliest.

#12DaysOfRefreshCommunity

Cheers | Team Freshworks Community
This topic has been closed for comments

36 replies

hemanth.ramya
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This was truly an amazing chat session, and I thank all of youĀ forĀ yourĀ active engagement.Ā Would love to be a part of such sessions more often. For any further help, feel free to raise topics/ DMs and I would be more than gladĀ to assist.

Ā 

Happy supporting!Ā :relaxed:

Ramya, Freshworks Community
hemanth.ramya
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@hemanth.ramya

Ā 

Letā€™s say you have five portals for products A, B, C, D, and E.Ā 

Filtered search would allow the user to search for term ā€œXā€ 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, youā€™d have do five, separate searches.

Ā 

This surely is an intriguing ask, Chris. We would beĀ 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 alsoĀ thinkĀ itā€™ll be worthĀ to raise thisĀ as an ideaĀ so that other community members can also vote for this and bring attention to our product team.Ā 

Ā 

Cheers!

Ramya, Freshworks Community
Chris Johnon
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@hemanth.ramyaĀ 

Ā 

Letā€™s say you have five portals for products A, B, C, D, and E.Ā 

Filtered search would allow the user to search for term ā€œXā€ 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, youā€™d have do five, separate searches.

Ā 

hemanth.ramya
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how to start

Ā 

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

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

Cheers!

Ramya, Freshworks Community
hemanth.ramya
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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.Ā 

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. :)Ā 

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

Ā 

Cheers!

Ramya, Freshworks Community
Mhadz cayamora
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how to start

Chris Johnon
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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.Ā 

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,

Ā 

Chris

Ā 

Ā 

Ā 

hemanth.ramya
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Hi Ramya!

Thank you for your time.

Weā€™ve been using Freshdesk for a year now, we are really happy with it and weā€™re triying to make the most out of it.Ā 

But all the times we tried to use Proactive Outreach, we followed the steps and every time fails, just wonā€™t send anything to our customers.

Ā 

Best!

Ā 

Thatā€™s nice to hear, @Adali. :)

Ah, thatā€™s unfortunate. Let us discuss theĀ issue with Proactive outreachĀ via DM and troubleshoot this accordingly. Cheers!

Ramya, Freshworks Community
Adali
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Hi Ramya!

Thank you for your time.

Weā€™ve been using Freshdesk for a year now, we are really happy with it and weā€™re triying to make the most out of it.Ā 

But all the times we tried to use Proactive Outreach, we followed the steps and every time fails, just wonā€™t send anything to our customers.

Ā 

Best!

hemanth.ramya
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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,Ā 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.Ā 

Ā 

Cheers!

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

S
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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.Ā Calls will be directed to your mobile phones directly.Ā 

hemanth.ramya
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Hey, is it possible to take it off the Christmas theme?Ā 
the movement bothers me a lot to workĀ :disappointed_relieved:

Ah, we understand @moniqueortiz!Ā :disappointed:

You wouldĀ be able to disable the Christmas theme from underĀ Admin > Helpdesk settings > Agent portal > Edit branding > Disable the theme. You may refer to this article for detailed help.

Ā 

Thank you!Ā 

Ramya, Freshworks Community
S
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Howdy, we are looking to set up call automation for our team. We want to have the ability to easily direct the calls coming into our support line straight to our mobile phones. We are a team of 3, would this be easy to setup before the holidays?

Ā 

Thanks!

HiĀ @gavingĀ 

Yes it is possible, please navigate to Admin Settings > Numbers
Under Call Actions section, currently you would have mapped Call queue/IVR, Please click on that particular action and if it is going into a call queue, please Edit thatĀ particular Call flow/Call queueĀ where in the Call will be attended by.. section add your desired mobile number and thatā€™s it, Calls will be forwarded to your mobile phones.
Please note you will need to have Forward to phone, External number routeĀ features enabled, contact FDCC support team regarding the same.

Thanks!

hemanth.ramya
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Hello!Ā 

I was curious if there was a way to email trackā€¦Ā as in be able to see when a customer has read the email/ticket? If not, is there a forum that we can request such features in the future? Thank you!Ā 

You can make use of Email tracking for Freshdesk integration to suffice your requirements,Ā @p.photos_sports. :)Ā 

Ā 

Cheers!

Ramya, Freshworks Community
hemanth.ramya
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My question is more of where to start guidance.Ā  We have been on this platform for a year now.Ā  It was built out from following the documentation Freshworks has available online.Ā  While building out any new system, there is usually some ā€œOnboardingā€ 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 ā€œBest Practiceā€ with other groups who utilize it as an IT Help Desk.Ā Iā€™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?

Ā 

Thanks for sharing your experience with us,Ā @Denise.S.P. Definitely onboarding will help in making the best use of aĀ productĀ 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. :)

Iā€™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?Ā  ā†’ 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 chosenĀ on specificĀ fields. The latter is achievable with the help of dynamic sections feature in Freshdesk.Ā Do explore and feel free to add a note for further questions!Ā 

Ā 

Cheers!

Ramya, Freshworks Community
hemanth.ramya
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Is there a way to allow for clients to pick out a time for support to call them to work on an issue? We are seeing with many taking time off for the holidays we are having to chase down clients to provide support and I want to make sure we are providing support as timely as possible.

Ā 

To make sure you are giving timely support to customers, you can use the Out of Office feature in Freshdesk which allows agents to schedule the days during which they aren't available, @SuzanneCagleMorgan. By this, you can ensure tickets are not assigned to agents on leave and customer responses are re-routed to available agents.Ā 

Is there a way to allow for clients to pick out a time for support to call them to work on an issue? ā†’Ā How do your clients reach out for support? It would be great if you can share some insights on the major ticket sources for your business to help you accordingly.Ā 

Ā 

Cheers!

Ramya, Freshworks Community
p.photos_sports
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Hello!Ā 

I was curious if there was a way to email trackā€¦Ā as in be able to see when a customer has read the email/ticket? If not, is there a forum that we can request such features in the future? Thank you!Ā 

D
Rank
Userlevel 2
Badge +4

My question is more of where to start guidance.Ā  We have been on this platform for a year now.Ā  It was built out from following the documentation Freshworks has available online.Ā  While building out any new system, there is usually some ā€œOnboardingā€ 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 ā€œBest Practiceā€ with other groups who utilize it as an IT Help Desk.Ā  Iā€™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?

SuzanneCagleMorgan
Rank

Is there a way to allow for clients to pick out a time for support to call them to work on an issue? We are seeing with many taking time off for the holidays we are having to chase down clients to provide support and I want to make sure we are providing support as timely as possible.

hemanth.ramya
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Userlevel 5
Badge +9

Hello Ramya,

Ā  Ā  Ā  Ā  Few things.Ā  Iā€™ve been using Freshdesk longer then you have been there.Ā  We were one of the first adopters and we use it for 15 plus countries.Ā Ā 

Ā 

  1. Ā Can you make tie in fields into the form or at least make it more customizable?Ā  Its really basic and it needs expansion.Ā  I just would love it if you sent a customer a form and when they responded it auto populated the database into what you requested.Ā  Its a simple request.Ā  Any good programmer could do it in a week.Ā Ā 
  2. More automation needs to happen between Freshdesk Contact Center and Freshdesk.Ā  Do you have any plans on having more options between two platforms?Ā Ā 
  3. The ability to add more agents should be much easier.Ā  Its incredibly difficult to go from 10 to 13 agents when you are on a yearly or special plan.Ā  It literally takes months to change (which should be a few clicks).Ā  Any plans to make this better?
  4. Just a quick comment to the service team at Freshdesk.Ā  They are getting much better over time and I really appreciate it.Ā Ā 

Amazing to know you have been with us from the start, @Travis S.! :D

Ā To address your questions,Ā 

  1. Indeed customization on ticket fields would work but your suggestion is definitely valid. We would love to take this back to our product team and work on such ideas. :)
  2. We always enhance how our products work on regular intervals. Can you share some scenarios where automation between Freshdesk Contact Center and Freshdesk Support Desk would help?Ā 
  3. Absolutely true. Subscribing for more agent seats should be made easier, weā€™ll have this passed on to your point of contacts who can take this up further.Ā 
  4. Appreciate your feedback on us. Glad to hear your positive thoughts and we always intend to give you the best customer service experience.Ā 

Cheers!

Ramya, Freshworks Community
Travis S.
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Hello Ramya,

Ā  Ā  Ā  Ā  Few things.Ā  Iā€™ve been using Freshdesk longer then you have been there.Ā  We were one of the first adopters and we use it for 15 plus countries.Ā Ā 

Ā 

  1. Ā Can you make tie in fields into the form or at least make it more customizable?Ā  Its really basic and it needs expansion.Ā  I just would love it if you sent a customer a form and when they responded it auto populated the database into what you requested.Ā  Its a simple request.Ā  Any good programmer could do it in a week.Ā Ā 
  2. More automation needs to happen between Freshdesk Contact Center and Freshdesk.Ā  Do you have any plans on having more options between two platforms?Ā Ā 
  3. The ability to add more agents should be much easier.Ā  Its incredibly difficult to go from 10 to 13 agents when you are on a yearly or special plan.Ā  It literally takes months to change (which should be a few clicks).Ā  Any plans to make this better?
  4. Just a quick comment to the service team at Freshdesk.Ā  They are getting much better over time and I really appreciate it.Ā Ā 
hemanth.ramya
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Userlevel 5
Badge +9

Dark mode pleaseā€¦...

The dark mode for FreshdeskĀ is in progress, Grant. We will keep you posted in our community once this is out live! :)

Ā 

Cheers!

Ramya, Freshworks Community
Grant
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Dark mode pleaseā€¦...

gaving
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Howdy, we are looking to set up call automation for our team. We want to have the ability to easily direct the calls coming into our support line straight to our mobile phones. We are a team of 3, would this be easy to setup before the holidays?

Ā 

Thanks!

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