It’s a pity to be housekeeping your support desk on such a beautiful summer day. Learn how you can dispatch tickets, prevent customer frustration, structure escalations and generally use the powerful automations in Freshdesk to reclaim your life.

1. FreshTips Week
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday

2. When I wake up in the morning, I
don’t think. I just turn on
Freshdesk and it tells me what I
have to do. When my ticket are all
closed, no questions asked, my
day is done
Efraim Siounis, Strong
Fruit
“

3. Automations in Freshdesk

4.  To do things you do, faster
 To do things you forget
consistently
 To do things you can’t for you
 To do things you don’t love.
Period.
Why Automate?

5. #1. Get Good at What You Do

6. The Dispatch’r
 Categorize, Prioritize &
Assign
 Shoot alerts and
notifications
 Manage new ticket
workflows
 Mark and tag tickets

7.  Match
conditions
 Trigger actions
 First rule kicks
in
Anatomy of a Ticket Dispatch

8.  Sales leads
 Remove spam
 Jump notifications
 Identify the high rollers
 Set ticket priorities
When to use the Dispatch’r

9. Round Robin:
A better way to dispatch
 If you have homogenous teams
 Keep the fingers busy
 Optimize the load

10. #2. Stay on top with notifications

11. Instant Email Notifications

12. #3. What’s next on your list?

13. Service Levels & Due Times
Aren’t Prioritiessufficient?

14. When I wake up in the morning, I
don’t think. I just turn on
Freshdesk and it tells me what I
have to do. When my ticket are all
closed, no questions asked, my
day is done
Efraim Siounis, Strong
Fruit
“

15.  Account for “off days”
 Remember the Time...
Zones
 After 6 Support process
Make them Meaningful

16. Getting Smart with SLAs
Automate workflows for:
•Specific expertise groups
•Support channels
•Each product you
support

17. #4. Remember yesterday’s follow-up?

18.  Send out
reminders
 Auto-close old
mailers
 Manage
escalations
 Prevent frustration
The Supervisor

19. • Match
conditions
• Trigger actions
• Everything
flows
Anatomy of Supervisor

20.  Customer reminders to respond
 Time-triggered alerts (hours
since...)
 Automatic closure of resolved
tickets
 Overdue / frustration escalations
When to use the Supervisor

21. #5. Bad planning only leads to one logical outcome:
OVERLOAD

22. #6. Trigger automations based on
actions (psst... this one’s new)

23. The Observer

24. Dispatch’r : The right ticket to the right
guy
SLAs : What to work on next
Supervisor : Time-triggers
Observer : Event-triggers
Automations Recap

25. #7. Do things you do over and over...
Better

26.  Reusable Cans
• Reusing common responses
• Organizing replies by templates
 Getting Smart
• Build a Kbase
• Get smart suggestions
Canned Responses & Suggested
Solutions

27.  Smart categorization can save you years
 Customize notifications with the important
stuff
 Auto-dispatch with the Round Robin
 Create Views - Organize by “Due by Time”
 Remember Cascading Supervisor Rules
Organize canned responses by problem
folders
 Use Solution Suggestions when you can
FreshTips to make your day

28.  Groups are getting Big!
 Events and Observer
 SLAs, Holidays and
Timezones
Freshdesk Insider

29. Questions??

30. Coming Up Next
Automations
Monday
Reports
Tuesday
Gamification
Wednesday
Themes
Thursday
Best Practs
Friday