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

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

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!

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!

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!