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Topics started by maruthikumar.sridharan

8 Topics

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maruthikumar.sridharanApprentice

The email settings page gets a new and improved look!

We have redesigned the email settings page to simplify the entire email setup process for our users. As a part of this revamp, we have given it a new sleek look which is in line with our Mint design language. Here are some of the major improvements:Pagination:We’re introducing pagination to the list of mailboxes on the setup page. Users can now skim through their list of mailboxes much faster.Users can also set the limit for the number of mailboxes they wish to view in a particular page.Search bar:We've introduced a search bar under email settings to help users search for a specific mailbox from their long list of mailboxes. Advanced Settings:The advanced settings has been moved to a new tab where users can customize their email replies, empower agents to create new outbound tickets, and also allow them to personalize their conversation by choosing their own name as the sender name.These changes will be rolled out in phases by the end of October 2019. Please let us know your feedback i

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3 years ago
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maruthikumar.sridharanApprentice

New enhancements to social channels: Facebook dark posts and Twitter influencers!

We have made some exciting updates to our facebook and Twitter channels in Freshdesk:Unpublished or dark posts support - FacebookThe ad campaigns you run in Facebook are referred to as dark posts or unpublished posts as these posts do not get listed in you page's timeline. With the latest update in Freshdesk, the comments you get in these ad posts will automatically be converted into tickets. Agents can reply to these tickets in Freshdesk, and these replies will be published as replies in the appropriate threads in Facebook.Click here to know more.Identifying influencers - TwitterTwitter, as a support channel, has always been about instant customer engagement and providing swift resolutions. However, some of your customers might be influencers in Twitter, and a delay in response to these customers might affect your brand reputation to a greater extent. So, in order to help you identify such profiles, we have introduced fields in the contact creation page to capture the contact's Twitte

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mary
3 years ago
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maruthikumar.sridharanApprentice

Introducing CSAT survey for Facebook and Twitter conversations via Survey Monkey

Customers engage with businesses through social channels like Facebook and Twitter expecting instant resolutions to their queries. These are, therefore, some of the best channels to get instant feedback from customers as well.The Survey Monkey integration with Freshdesk has been very successful in helping our users understand their customers’ loyalty and help improve their customer service based on the feedback. We have now extended this integration beyond our email module and introduced this to our social channel interactions.With this latest enhancement, agents can now send CSAT surveys to their social customers (Facebook, Twitter) at the end of their conversation. Here’s how it works:Once the Survey Monkey integration is enabled, it will automatically be available as an icon. Agents can click on the Survey Monkey icon to attach the survey link to their replies.Click here to know more. This feature will be available across all plans over the next 2 weeks. Try this feature out and let

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3 years ago
M
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maruthikumar.sridharanApprentice

Simplified email activation and verification process

We've revamped the email activation and verification process to making it simpler for you. Once you've added your support email address to your Freshdesk account, we have a simple three-step verification process to set up email forwarding and activate the forwarding using an activation code. All of this happens in a single screen, eliminating the earlier process of accessing multiple modules inside Freshdesk. Here's how it works:Step 1: Initiating activation from mailboxOnce you've added your email address inside Freshdesk, we generate a forwarding address that you would need to add to your mailbox. The mailbox sends an activation code to Freshdesk once you set up the forwarding address. Step 2: Verifying your Freshdesk accountWhen the activation code is received in Freshdesk, it is displayed automatically so you can copy the code and verify it in your mail box. Once you save the changes, the setup will be complete. To know more about this, click here.Please let us know your feedback i

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3 years ago
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maruthikumar.sridharanApprentice

Introducing the Omnichannel Customer Timeline!

The all-new Omnichannel Customer Timeline feature of Freshdesk aims at facilitating a platform where users can unify customer data from different sources, say a shopping cart where they’ve added an item or a payment gateway where they completed a payment, etc., to create a timeline of interactions they have had with the customer. This will help agents get quicker context on the customer’s problem, based on their previous interactions, and help them provide a better customer experience. Here are the features that make the omnichannel customer timeline:The Timeline:The customer timeline provides agents with the complete journey of the customer before they reach out to the business. This will have all the key activities, i.e, the past interactions with the support team through various channels such as chat, phone, email, etc. With this, agents will get a swift understanding of the problem the customer has reached out for, and help them accordingly.The timeline will also be visible in the

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3 years ago
M
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maruthikumar.sridharanApprentice

You can now send attachments through your social channels!

Social media, as a channel, has been quite effective in building customer engagement. Customers usually reach out to the business on Facebook or Twitter expecting swift responses, and this will have a direct impact on a business’s brand.In order to help your support team provide a better customer experience for your social customers, Freshdesk will now support sending attachments on Facebook and Twitter replies. Your agents can now,Engage with your customers using images or GIFs to make your interactions more humanSend out user manuals in the form of PDFs (in Facebook) to help your customers with complex workflowsQuickly share a screencast to run your customers through functionalities that can’t be easily explained over a private chatWe hope that this feature is a valuable addition in our journey to make Freshdesk a powerful omnichannel helpdesk solution. We’ll be rolling this feature out in batches by the end of this week. We’d love for you all to try this feature and let us know what

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3 years ago
M
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maruthikumar.sridharanApprentice

Proactive spam filter for emails

We now have an advanced spam filter mechanism that proactively moves emails which resemble spam, to the spam tickets folder in Freshdesk. Once this feature is enabled, the system analyzes the pattern of the incoming emails based on certain conditions(sender email ID, IP address etc.), and move suspicious tickets to the spam folder. The system also learns from user feedback, i.e, if you mark a ticket as spam, similar tickets will automatically be marked spam in the future.This will be rolled out in batches to all accounts over the next few weeks. Please leave a comment below if you want this enabled sooner on your account. Notes: If you think that certain emails have been erroneously marked as spam, you can mark them as “Not spam” and the system will learn from your feedback. We would recommend you to moderate these tickets regularly to help the system improve. In certain scenarios, we have noticed that spammers hit your Freshdesk instance with spam by sending emails to the default supp

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3 years ago
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maruthikumar.sridharanApprentice

Smart Filters for your Facebook comments

Businesses with an active Facebook handle know the hassles of identifying the right set of comments that need their attention amidst a lot of spam or irrelevant comments. If you have an active helpdesk integration with Facebook, it's even more frustrating to mark all of those unwanted comments as spam. With this latest enhancement in Freshdesk, you can choose to ignore comments that just have users tagged or comments with user tags followed by emojis or gifs (without actual texts) and create tickets with texts. This is applicable for page posts (posts created by the page) and ad posts.We hope this enhancement would help you a great deal in saving you time from sifting through all the unrelated comments and help you focus on conversations that need your attention. Please let us know your feedback in the comments below.

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3 years ago

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