Frightfully good Freshdesk tips headed your way!
A little note about me: I am the Technical Account Manager, Freshdesk Support Desk, and have been with Freshworks for over 3 years, solving product and technical issues, building meaningful and lasting relationships with customers along the way.
Hidden Gem #1
Recent activities in Dashboard:
Every day, numerous ticket activities occur in your helpdesk, and we, as agents, may want to overview/monitor them for different purposes. The Recent activities list at the top right corner of the Dashboard definitely helps in showing a timeline of activities on new tickets submitted to your helpdesk. These activities will include status changes, ticket assignments, and even agent replies. You can also directly jump to a ticket, customer, or agent by clicking on the corresponding link in the list.
Hidden Gem #2
To-Do list in Freshdesk:
Often, your agents will need to perform a series of tasks - like reproducing an error or downloading issue logs - before they can resolve a ticket. Did you know Freshdesk provides a To-do feature? With this, every agent can maintain a to-do list within each ticket to ensure they don't miss out on any tasks. They can even set reminders for each of the to-dos added on tickets and receive alerts when they are due. Also, once they're done with a task, it can be marked as completed.
Hidden Gem #3
Table view - Ticket list view Freshdesk:
Sometimes, it is tedious for agents to go through every ticket and find the necessary information required to perform the next set of actions. In such cases, we can make use of the Table view layout and customize the view by adding custom ticket fields so the agents can look up the data they need immediately. The customized table view can help prioritize the fields on a table and resolve tickets faster.
The haunt is on for more! Tell us your favourite feature in the comments!
