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Hi everyone,

I’m exploring how to make better use of automation in Freshdesk to handle repetitive customer queries efficiently while maintaining a personalized touch in responses.

For example, I’ve set up basic automation rules to send acknowledgment emails, but I’d love to know:

  • Are there any advanced or creative automation workflows you’ve implemented?
  • How do you strike a balance between automation and personalization in customer interactions?
  • Any tips for using automation rules to improve team productivity or customer satisfaction?

Looking forward to your suggestions and examples! 😊

Thanks in advance!

Using automation in Freshdesk can personalize customer support by automating ticket routing, personalized email responses, and pre-ticket surveys. It also helps with follow-up reminders, knowledge base suggestions, VIP customer prioritization, ticket tagging, proactive messaging, and custom response templates. These automations improve efficiency, streamline workflows, and provide a more tailored customer experience.

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