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Hi Freshworks community! At the Computer Science Department of Newports Institute, we’re considering using Freshdesk to streamline student inquiries, manage internal requests, and support our faculty more efficiently.

For those of you in the education sector, what are some best practices for setting up Freshdesk to handle student and staff communications? Are there specific automations, canned responses, or workflows you’d recommend to keep things organized and user-friendly? Any insights would be greatly appreciated!

Hi dani123,

Great to hear you're considering Freshdesk for managing student inquiries and internal requests!

We’ve found Freshdesk to be a great tool in education for handling both student inquiries and faculty support. Here are some best practices that may help you streamline your setup:

  1. Organize Ticket Categories: Create separate categories or groups for student inquiries, faculty requests, and internal support. This helps in prioritizing and routing tickets to the appropriate team more efficiently.

  2. Automations:

    • Automatic Ticket Assignment: Use automation rules to route tickets based on category, priority, or keywords. For example, automatically assign student-related queries to student support and faculty requests to another team.
    • SLAs: Set up service level agreements (SLAs) for different ticket types. Students might expect faster responses, so set separate SLA policies for student and faculty inquiries.

  3. Canned Responses:

    • Build a library of responses for common inquiries, such as enrollment questions, class schedules, or technical support. This saves time and ensures consistent communication.
    • Group responses by topic (e.g., “Admissions,” “Technical Issues,” “Campus Resources”) to make them easy for staff to access.

  4. Custom Workflows:

    • Use workflows to automate repetitive tasks. For example, if a student submits a request that needs approval from multiple departments, set up a workflow that triggers the next step once each department has reviewed.
    • Consider using Freshdesk’s approval workflows for handling inquiries that require administrative clearance.

  5. Self-Service Portal:

    • Freshdesk’s knowledge base can serve as a self-service portal where students and faculty can find answers to common questions. Populate it with FAQs, policy documents, and how-to guides to reduce the volume of incoming tickets.
    • You might also enable a community forum within the portal where students and faculty can post questions and share solutions.

  6. Analytics and Reporting:

    • Use Freshdesk’s analytics to track response and resolution times, peak inquiry periods, and frequently asked questions. This data can help you refine workflows and allocate resources more effectively.

  7. Mobile App Access:

    • If your staff is often on the move, encourage them to use the Freshdesk mobile app. This can help them stay responsive, even outside traditional office settings.
       

Sharing a link for you here!
 

These steps should help keep everything organized and user-friendly for students and staff.

Good luck with your implementation!

ye

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