Hi everyone,
I’ve been using Freshdesk for managing customer support tickets, and I wanted to share a quick guide on how I set up automation rules to speed up ticket resolution.
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Create a New Automation Rule: Go to Admin > Automations > Ticket Creation and click on “New Rule.” This allows you to set up actions for when a ticket is first created.
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Set Conditions: You can create conditions like, “If the ticket is from a VIP customer” or “If the subject contains specific keywords.”
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Assign Automatically: Use the rule to automatically assign tickets to the correct agents or teams based on the issue type or department.
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Set Priority: You can also set priorities, like marking tickets from VIP customers as high priority, ensuring they get quicker responses.
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Trigger Notifications: Automate notifications to both agents and customers so they are informed about the status of their tickets without manual updates.
This setup has really improved our response time. Has anyone else tried using automation in Freshdesk? Any other tips?