This Guide is on how you can use FreshDesk in an effective way and make use of all its features. We will walk you through all the feature that we use to inhance the workflow and make ur experience better.

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We have broken down our workflow throughout the day into few scenarios/stages, so we can easily manage different situations:

1) At the beginning of the day ::GOAL:: Checking out all the new tickets:

=Procedures:

• Open Freshdesk,
• Filter by Status (Open and Pending),
• Filter by Group (Implementation).
• Set Date to be (Anytime)

Now, u can see all the new tickets and check them one by one.

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2) When u open a ticket, u have two options to go with:

A) ::GOAL:: u will respond immediately,

=Procedures:

• Respond and send,

• Set Status as Closed

• Add suitable Tag/s (will talk about those later)

• Select Your Name from the Agent menu (Mandatory)

• Update

If it u expect the client gonna reply to the ticket: -- Assign a task from the Implementation drop-down menu, -- Set the Resolution Due as u want SO THAT the ticket is never red-flagged as an OVERDUE -- Update

B) ::GOAL:: u gonna skip for now: (Do NOT skip before)

=Procedures:

• Open up the ticket,
• Check out the question,
• Assign a task from the Implementation drop-down menu,
• Add suitable Tag/s,
• Set the Resolution Due to an extended period SO THAT the ticket is never red-flagged as an OVERDUE
• Select Your Name from the Agent menu (Mandatory)
• Add suitable Tag/s.
• Update

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3) In the middle of the day ::GOAL:: Checking out ur tasks:

=Procedures:

• Open Freshdesk,
• Filter by Status (Open and Pending),
• Filter by Group (Implementation),
• Filter by Agent (Your Name)

Now, u can see only the tickets assigned to u.

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4) You finished ur task ::GOAL:: delivering:

=Procedures:

• Open the ticket finished,
• Remove active from Tags,
• Add revision tag,
• Update,
• Wait for a response.

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5) In case of exceeded 7 days with no reply:

=Procedures:

• Open the ticket,
• Remove all tags,
• Add noreply tag,
• Add No Reply label from Implementation field,
• Update.

Now, u can see only the tickets assigned to u

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Notes:

• Tags:

We may have a set of certain tags to use, to easily look up a specific old ticket if needed, I suggest starting with the following 3 tags: active: for an ongoing ticket that takes up to 2 days or more (made a payment). buggy: for a ticket that refers to a bug/anything that needs a fix. hustler: for a client who sends in a lot and never stops! (more than 3 times) any suggested cases that may need to be tagged? revision: after the first delivery. noreply: more than 7 days passed. billed: for a client to whom we sent a bill. dlv: for exporting Implementation finished jobs. (_delivered Formerly)

• u can add more than one tag on a ticket.
• those tags will help to identify clients (when open their Freshdesk profile and see their tickets tagged)

• Responding:

There are two approaches to look at "How Should We Respond To Every Day's Tickets?"

• First: Responding to one by one, which leads to wasting a big amount of time. Here are some facts:

I skimmed over the tickets created last week:

• 8 Tickets received per day on Avg.
• We on Avg. respond almost 5 times to each ticket.
• 13 open/pending tickets. 27 unresolved. (Total)
• It takes almost 7h on Avg. to make the 1st response.
• It takes almost 68h (2.8 days) on Avg. to resolve a ticket. (The 7-day-template gigs surges up that metric for sure)

• Second: Grouping tickets into clusters, which will happen when using the new categorization, then u respond based on scenarios.

• Remember: You can always respond in 3 different ways: Ticket By Ticket Canned Responses Scenarios _(The Best Option)

If gonna respond based scenario:s

Procedures:

• Set the Resolution Due date as u see,
• Select Your Name in the Agent menu, -Update
• Select the suitable scenario.

Common Scenarios:

Case 1: Request a Template:

• We will Ask Account Info.
• We will send Applicability.
• We will send Price Quotes.
• We will send Payment Info.
• We will send Automatic Response After Payment is Made.

2. Request a Modification:

• We will send Self Help.
• We will Ask Account Info.
• We will send Pricing.
• We will send Payment Info.
• We will send Automatic Response After Payment is Made.

3. Request a Zoom Call:

• We will send When We Are Available.
• We will send The Scheduled Appointment.

4. Asks for Support:

• We will send To Support Team.

5. Others:

• We will send How to Set The Tax Invoice Tem..
• We will Ask Create an Epson Invoice.
• We will Ask Epson Invoice Price.
• We will send Create New Invoice.
• We will send Payment Info.
• We will make A Scenario WITHOUT Response to be used as a Template.

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Recommended:

• Authorize Google Calendar to keep tracking ur scheduled Zoom calls. (from the sidebar)
• Use the Time Log for tickets that require long responses for efficiency and better time management. (from the sidebar)
• Use to Do list to break down the ticket into tasks. (from the sidebar)
• USe Notes to summarize the ticket and height the most important details.

Updates: (Newly added)

1. No Reply: new categorization to label a ticket that had been without a response for 7 days or longer.
2. Using Scenarios will add tags chronologically to track down a ticket history.

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Auto Ref: Traffic cop: If someone sent a reply before u hit send, it alerts u to check out the reply so that we do not reply twice to the same ticket. Collision detection: Red circle => How many people and who are viewing the ticket ur viewing now?