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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 

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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 

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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

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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

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

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 

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Cheers!

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!

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.

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Best!

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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!

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,

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Chris

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how to start

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!

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Cheers!

how to start

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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!

@hemanth.ramyaĀ 

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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.

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@hemanth.ramya

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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 

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Cheers!

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.

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Happy supporting!Ā :relaxed:

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