Freshdesk
Let's go through what FreshDesk is, and how you'll become an expert on using it.
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Let's go through what FreshDesk is, and how you'll become an expert on using it.
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Freshdesk is an online customer engagement solution from Freshworks. It let's us manage our clients by organizing groups, tickets, and communications through Freshdesk's verbose ticketing system. As you move through this documentation we will expand on the usage of Freshdesk, as well as discussing the next steps of becoming a Freshdesk Certified Expert.
To provide our customers with the best possible experiences, we believe that being an expert in all our utilities is extremely powerful. One of the next steps for you as a new Pulley Representative is becoming a Freshdesk product expert. Being a Freshdesk product expert means that:
You are capable of setting up Freshdesk from scratch
You can solve simple workflow problems by yourself
You can scale your Freshdesk setup along with the support team.
After making yourself familiar with Freshdesk, you can find out more about the certification course here: .
One of the first views you'll come across on Freshdesk is the dashboard. The dashboard will give you a 10,000 foot view over your team's current trends. You'll also be able to see the current ticket-load broken down into categories of Unresolved, Overdue, Due Today, Open, On Hold, and Unassigned.
The tickets view is where you'll spend most of your time on a day-to-day basis. The ticket view displays a highly customizable table ( or board ) of all tickets from clients within your Pulley group. You have the freedom of customizing, or filtering your table however you feel is the most optimized for your workflow.
We have built out a thick layer of automations to make your life a little easier. This means that when a client in your Pulley group reaches out to support via email the ticket is automatically assigned to your group. From here you can grab the ticket for yourself and start immediate communications with the client, assisting them with whatever they need.
We have an array of ticketing policies in place that will notify us when a ticket has become tardy in representative response, as well as notifying us when a ticket has become overdue. These are simply to set accountability for immediate client communication, and to help hold us to a high level of standards.
When a ticket is completed, you should close out the ticket. Since metrics are kept on how quickly tickets are resolved it's typically best practice to manage your tickets tentively. There are cases when a ticket will stale by way of waiting for a clients response, or a client dropoff. In these scenarios, as most, we want to communicate effectively to the client that we have not received any further communication from them on the specific ticket and we will be closing the ticket. If the client responds in the thread after a ticket has been closed the ticket will automatically be re-opened.
As a layer of accountability for ones time we ask that all work be accounted for by keeping tracking of time in Freshdesk. This is done by using Freshdesk's built-in time-tracking utility. For each client ticket that submites a ticket there will be a section for logging time for that specific ticket.
