Automate Your Support !
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The document outlines the use of Freshdesk automations to improve efficiency in handling support tickets through various features like categorization, notifications, and workflow management. It emphasizes the importance of automating repetitive tasks and optimizing support processes to reduce overload and enhance productivity. Key components discussed include the Dispatch'r for ticket management, Supervisor for follow-ups, and Observer for event-driven actions.
Automate Your Support !
- 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 “
- 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
- 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??