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Topics started by mmurphy

2 Topics

M
Apprentice
mmurphyApprentice
posted in Archives - Freshdesk

Categorizing solutions to deliver context sensitive help

We are finding that our users just aren't taking the time to look at help documents.  We have a nice library of solutions and our agents largely reference them when replying to tickets.  As much as I love the type-ahead search capablities, it's not reducing ticket creation.We are pretty confident that we have to deliver the solutions at the point they are needed.  In other words, the solutions need to be available when the user is using a given feature in our website.  To provide context-sensitive help, we realize that we have to have a much more robust means of isolating/categorizing a given solution.Here's what we think will work (using existing features in FreshDesk) and we'd love to hear feedback from others that have attempted similar implementations.In a nutshell, we are going to build a local store of the solutions and utilize unique keywords (tied to specific features in our site) as a means to query certain solutions.  We'll use the API to extract the solutions from FD and bui

2
K
Contributor
4 years ago
M
Apprentice
mmurphyApprentice
posted in Archives - Freshdesk

Best Practices? Lesson's Learned?

We are just starting to use FreshDesk.  We will have about 8 full-time agents supporting 3 core products.  We expect about 200-300 tickets a day.  Initially, we will be using the mail-in tickets (from our "support" email at gmail).  Eventually, we will be building our solutions library and making a help-site available for online ticket entry.I'm a little concerned about the shear volume of solutions that we could potentially have.   Does anyone have any advice about selecting keyword choices?  I'm also not sure if something should be a canned response vs. a solution.  Any great suggestions there? I think my biggest fear is that we will have so many solutions that no one will bother to look at them.Any other "lesson's learned"  from other sites that have gone through their Freshdesk startup.

1
V
Contributor
11 years ago

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