Freshdesk_Admin & Agent_Fundamentals By Alexandros Roumpakis All you need to know, in order for you to use freshdesk as an Admin or Agent! - Merging ticket properties - Checking recent helpdesk activity - Using To-Do Lists - Private notes for internal sharing - Dynamic content and placeholders - Creating Scenarios - Canned Responses - Parent Child Ticketing - Shared Ownership - Service Level Agreements (SLAs) And more.. Stay tuned for more slideshares! A proud member of rapidbounce team https://rapidbounce.co/

1. Freshdesk Admin & Agent Fundamentals
By Alexandros Roumpakis

2. Managing Ticket Properties

3. Merging two or more tickets together
● One of the tickets becomes the primary
ticket (you get to choose). The others
become secondary.
● All conversations from the secondary
tickets are moved into the primary ticket.
You can also choose to keep the
requesters and CC emails from the
secondary tickets in the loop.
● All the secondary tickets are closed.
● All messages are sorted chronologically.
● A note is added to each of the tickets with
a link to the primary ticket.
The merge action is
irreversible, and causes the
following things to happen:

4. Checking recent helpdesk activity
Ticket summary
metrics
Recent activities

5. Using To-Do Lists
● Click on any ticket from the Ticket List view page or
Dashboard to see its details.
● Click on To Do.
● Type the entry in the text box under Tickets To-Do and
press Enter; the entry will be added to this particular ticket.
● You can edit or delete a particular task entry by clicking on
Edit or Delete.
● Once you've finished a particular task, select the checkbox
next to it to mark it as done.
A quick guide
for creating
the to - do list

7. Private notes for internal sharing
● Open a ticket you want to add a note in.
● Click Add note.
● Type the required content.
● Attach a file if required by clicking on the Attachments icon.
● A dialog box pops up which lets you browse through and
choose the file.
● Click on Open after selecting the appropriate file.
● Type the agents you wish to notify on this particular
comment in the Notify Agents field.
● Use the Mark note as dropdown to add the note as either
Private (not visible to customers) or Public (visible to
customer). By default, notes are added as Private.
A quick guide
to add private
notes

8. Dynamic content and placeholders
Placeholders in Freshdesk are a
great way to add dynamic content
and personalize your automated
emails. An email that refers to the
customer by name, updates them
about a status change and adds a
link to the corresponding ticket is
an excellent way to retain the
conversation's context.
Definition
To use this feature, click the Insert
Placeholders button above your text
box. Placeholders are available to be
used with Email Notifications (which
are sent to customers automatically)
when enabled, Canned Responses
(which are manually inserted into
ticket replies) and in pre-formatted
reply templates in your Automations.

9. Creating Scenarios
Agents often need to perform a
series of actions or tasks before
they can push a ticket to the
next level - tasks that are not
unique to that ticket.Scenarios
in Freshdesk let you perform a
number of tasks with a single
click, right from within a ticket.
Scenarios in
Freshdesk let you
perform a number of
tasks with a single
click, right from within
a ticket.

10. Creating Scenarios ● Login to the helpdesk portal.
● Go to Admin > Helpdesk Productivity >
Scenarios.
● Click New Scenario.
● Enter an appropriate name and description
for the scenario you are about to create
● Add the first task you'd like to perform by
selecting an Action from the dropdown list.
● Once you're done, click Save.
How to create a
scenario

11. Canned Responses
Canned Responses can be used to quickly insert
pre-formatted reply templates into your messages.
You can make your pre-formatted replies even
more personal, by inserting the requester's name,
agent signature and ticket details using dynamic
placeholders.
● Click on any ticket from the dashboard or the ticket
list to view its details.
● Select Reply to start composing your reply to the
customer.
● The Canned Response button is the little chat box
with a star inside it; when clicked, it will display the
list of available canned responses.
● Click on the response you'd like to add to your reply.
● The pre-formatted reply template, along with
dynamic content is now added to the reply, ready to
be sent to the customer.

12. Parent Child Ticketing
Parent Child ticketing helps businesses resolve issues faster by
allowing agents to divide a ticket into smaller sub-tickets, that can be
worked on in parallel by different agents.
This way, not only is there increased accountability and visibility for
agents but the overall resolution time can be reduced, ultimately
leading to improved customer satisfaction.
● Login to your Freshdesk portal as an Administrator
● Go to Admin > Advanced Ticketing
● Enable the toggle for Parent-Child Ticketing
● Parent Child Ticketing will now be enabled in your
account.

13. Shared Ownership
Different tickets get resolved differently. Sometimes, resolution of a
ticket may be dependent on more than one agent or team.
● Log in to your Freshdesk portal as an
Administrator
● Go to Admin > Advanced Ticketing
● Enable the toggle for Shared Ownership
Maybe Team A has to
step in, or Team B-
whatever the situation is,
the ticket usually winds
up being assigned in turn
to the various teammates
involved.
This way, the primary
agent can stay in the
loop even as internal
teams work on resolving
the issue.
This type of workflow
results in a lack of
visibility for the agent,
which means that they
could be out of the loop
when the customer asks
them for an update.
Shared Ownership prevents
such a situation from coming
to pass by ensuring that a
ticket is shared between the
primary agent, i.e. the
customer-facing agent, and
an ‘internal agent’.

14. Service Level Agreements
(SLAs)
Are the standards you and your
customers negotiate on for the resolution
of their ticket. You can set SLA policies
for the time within which agents should
respond to, and resolve tickets based on
ticket priorities, and set up automatic
escalation rules to notify specific agents
about SLA violations.

15. A quick guide to creating an SLA
policy: ● Login to your support portal.
● Go to Admin > General Settings > SLA Policies.
● Click on New SLA Policy.

16. Edit SLA policy by adding a name and a
description

17. You must choose
whether the SLA
timer should be
calculated
Complete the
time-priority matrix
Define your
various
priority levels
Click Save to finish setting up your SLA Policy.

18. Monitoring important tickets by becoming a Watcher
● Login to your support portal.
● Click on the Tickets icon on the left panel to open up your list of
tickets.
● Open up any ticket of your choice, which you'd like to
monitor/watch.
● Click on the Watch (w) button and then click on + Add me to add
yourself as a watcher.
● This ticket will now be added to your watched tickets list, which
can be found on the Tickets I am Watching view.
There are times when you might
want to follow the progress of an
interesting ticket, even though it's
assigned to another agent in your
team

19. Using the Freshchat messenger inside Freshdesk,
support teams can:
● Get a complete view of their conversations - new, all assigned, assigned to me, and resolved along with any shared
views they have access to.
● Assign conversations to a group or a team member.
● Respond to conversations using a predefined canned response, emojis, words, or images.
● Get contextual information like website navigation path, user profile, and a view of all the related Freshdesk tickets.
● Get notified about a new conversation or response made to an ongoing one.
● Convert the resolved conversation into a new ticket or append to an existing one.
You can also easily navigate to the team inbox on Freshchat with a one-step click from the web messenger

20. Using the Freshdesk account with Freshcaller
support teams can:
A call center software that helps to make your call center
agents’
life easier, productive and hassle-free. It’s a cloud based
system that
helps you handle all your data without the snag of an external
hardware to handle your calls.
● Simple and quick to
onboard
● Easily customizable
● Intuitive call center metrics
● Real-time call center
insights
● Contextual conversations