The Freshdesk blog
Your daily dose of
peppermints, orange juice and oatmeal cookies...
Freshly squeezed droplets of customer support...
Your daily dose of
peppermints, orange juice and oatmeal cookies...
Freshly squeezed droplets of customer support...
If you’ve ever launched a rocket into hyperspace, you’d know there are a whole lot of things you have to worry about. You need to make sure there is enough food and air for the travel, but not too much that it adds needless weight. You need enough fuel to hit escape velocity. You need a nice cloudless sky on launch day.
And you also need to make sure there’s nothing hanging around up in the sky when you shoot your ship upwards – geese or crows or flying fish. This is important; the guys at NASA call it COLA, or COLlision Avoidance.
Now I’m going to fairly assume most of us have never launched anything heavier than our ideas into outer space, so this is probably not what keeps us up every night. The only cola that we care about is the cold one we sip on our table as we resolve support queries, in rapid succession. And that’s good.
In fact, if you’ve been using Freshdesk Arcade, you know the fight is on to resolve and win your customer’s satisfaction before any other agent in your team. And sometimes that gets a bit messy….
Sometimes we are super eager to answer a ticket and start working, without calling dibs on it first. And just those sometimes there’s this other high energy rep in your team who has the same idea. And that’s two agents, colliding on a ticket and giving the customer two answers. Hopefully both of you got it right, but it still doesn’t look good for your support team, does it?
In fact nobody thinks too high of a team that seems to not talk to each other (or worse still, has to call dibs on a ticket).
That’s where the agent collision capability in Freshdesk gets super useful. Got another agent opening up a ticket you are working on? There’s a big blinker right by the side of your open ticket. Somebody already typing out their answer? There’s a pen lighting up to alert you. And if you’ve been hanging around a ticket long enough that there’s an update (just about any update), the refresh icon lights up. Click on it, and get the latest info on the ticket locked and loaded.
The agent collision detection (and warning, and refresh) feature is actually pretty slick. In case you are wondering, the feature is part of the Freshdesk Estate plan. If you have more than a handful of agents working on your support desk, and you can’t make them call out dibs, ring a bell or scream ticket numbers when they start working on an issue, this little capability can save your life…
And lives are good things to save!
Every once so often, you need to type out that longer-than-usual reply. Or you need to consult with your boss before hitting “send”, or just feel like getting a hot cup of coffee. And Mr.Murphy (of the Murphy’s Law fame) decides to prove a point and your browser crashes, taking your nice long essay with it.
It happens all the time. You know it when you hear a loud groan from the support guy sitting across the floor. Wouldn’t it be awesome to reopen the ticket and find that long reply saved as a draft?
If you are using Freshdesk to support your customers, you won’t be hearing those groans anymore, thanks to the autosave capability. Now when you sit down to compose that reply to a ticket, you can rest assured that all the poetry you type gets saved every few seconds.
You can even navigate out to other pages, check on a few more tickets and break that hunch with a nice walk around the office. The reply you typed is saved and ready whenever you choose to come back to it, until you hit “send”. And yes, even the tickets you choose to forward, or notes you add get autosaved. So no more slapping heads, frustrated rewrites, or groans of agony.
Freshdesk stores the drafts for each agent and ticket. That means if your agents are working on multiple tickets simultaneously, the replies they type on each ticket gets saved. And if more than one agent is working on a particular ticket, their drafts don’t clash either.
So go ahead and take your time to type out that really big response. Your support agent – 1, Murphy – 0.
Alright..!! Our most awaited integration is here. Freshdesk is now integrated with Salesforce, the biggest CRM brand on the planet, used by over 100,000 customers worldwide.
The integration lets you
- View, update and manage Freshdesk tickets in Salesforce.
- View Salesforce customer information inside Freshdesk.
Freshdesk for Salesforce helps you to manage Freshdesk tickets in Salesforce, and also check contact, lead and account information in Freshdesk.
View and manage Freshdesk tickets inside Salesforce
View Freshdesk tickets directly from Salesforce, for accounts, leads and contacts. Create Freshdesk tickets and update them, including being able to add public or private notes and notify agents.
View Salesforce customer information inside Freshdesk
View Salesforce CRM information from individual profiles inside Freshdesk and give your support agents that extra edge.
The integration is available for Salesforce Enterprise, Unlimited and Developer editions.
The most awesome way to connect your sales and support operations, try Freshdesk for Salesforce today. You can sign up here for the 30 day free trial.
For instructions on how to integrate your Freshdesk with Salesforce, click here.
Freshdesk is now integrated with Sugar CRM.
The integration lets you view Freshdesk tickets in Sugar CRM and customer information from Sugar CRM in Freshdesk. Part of Freshdesk’s continuing drive to integrate with products that will complement Freshdesk, Sugar CRM will let customers access crucial data at a glance, saving time, energy and resources.
View Freshdesk tickets in Sugar CRM
You can now view Freshdesk tickets in Sugar CRM and know immediately what the customer is looking at and working on, hugely beneficial for the sales team.
View Sugar CRM information in Freshdesk
With the ability to immediately view Sugar CRM contact information in Freshdesk, you can have valuable, and timely information, right at your fingertips.
You can sign up for Freshdesk’s 30 Day free trial here.
For detailed steps on how to integrate Sugar CRM with Freshdesk, click here.
When you login to your support portal in the morning (or, if you are like us, right from your phone when you roll out of bed), you need to be able to see how many tickets are open, which ones are pending a response from your customers, how many have been resolved and closed, and, God forbid, which ones are already overdue.
That maps out pretty nicely to the status of your tickets. By default your tickets in Freshdesk are either Open, Pending, Resolved or Closed. But then again, we know every help desk in every business is different. That’s why, starting this week, you can create your own custom statuses in Freshdesk!
Custom Statuses : Get your help desk workflow into Freshdesk
In your support process, you might want need to further pinpoint ticket statuses as “waiting for customer response”, or “waiting for vendor”. That way you get to streamline your support workflows and know exactly where a ticket is lying and what’s stopping you from resolving the issue.
You could have as many custom statuses as you may need. For example, a software company may have statuses like “In QA” and “In Development”, and an ecommerce store can have statuses like “with Inventory team” or “checking returns”.
Choose what the customer sees
It’s great that agents can now set the status of a ticket to “Waiting on customer” when they need additional information from the customer. But wouldn’t it be a lot more personal if the customer saw a message that reads “Awaiting your Response” instead?
With Custom Statuses, you now get to also choose what should be displayed to the customer when they check their ticket status in your support portal. For example, you may have statuses like “assigned to agent”, and “awaiting verification from Order Management team”. Of course, you don’t want customers to see these statuses. Instead you might just want to tell them that you are “working on the ticket”. You now get to do all that with Freshdesk.
Choose when the timers go off
Till now, the clock would start running when a new ticket came in, and would continue running until the ticket got resolved. But it isn’t fair to your team to have SLA timers running (and risk getting violated) when they are waiting for the customer to give them some additional information. Now you get to choose when the SLA timers should keep running, and when they should pause. By default, the timers will now be on-hold when a ticket status is pending, and will fire up again when the customer responds or reopens the ticket.
You can customize your ticket statuses, what should be displayed to the customer, and when the SLA timers must be on-hold just like you customize any other Ticket Field in Freshdesk.
Just dive into “Ticket Field” under the Admin tab, and select the “Status” field to customize and bring your workflow into Freshdesk.
Jump right in to check on what’s On-Hold
Getting back to the part where you check your help desk right out of bed, now you get even more visibility into which ticket is where, the moment you login to Freshdesk. The Dashboard will now show you five options in the Ticket Summary. The older ones are still there – Overdue, Open, Due Today and Unassigned. The fifth tab is the new ‘On-Hold’ tab under which are stored all the tickets whose SLAs have been put on hold in such cases where the customer hasn’t replied yet or because a third party response is awaited.
Neat huh? So, what’s your status today?
Freshdesk is delighted to announce our latest integration with project tracking tool JIRA. Used for issue tracking and project management by over 14,500 organizations in 122 countries, JIRA will enable your development team to take care of project and bug tracking, while the support team can ace all your customer communications.
With the new JIRA integration, when a customer reports an issue in Support, the Support agent can convert a ticket into a JIRA issue or link the ticket to an existing issue (if the issue is already open). When the issue is resolved or closed in JIRA, the agent can view the same in Freshdesk and update the customer with the fix.
Easy to set up and use, the integration will help your organization serve customers better by improving response time and minimizing information lapses. Customer support and issue resolution will get faster and awesomely efficient.
The integration is available with both the on-premise and on-demand versions of JIRA including the new JIRA 5.
Freshdesk is happy to announce our integration with Capsule CRM, as we roll it out for all our customers today.
Now as you view and reply to tickets on Freshdesk, you can view the contact and company details of the requestor from Capsule.
Also, if the requestor is not in your Capsule contacts, you can quickly add the contact to Capsule, without leaving the Freshdesk Ticket page. You can search for contacts from Freshdesk. You can also create and add notes.
Neat huh? We thought so too.
Alternately, when viewing contacts inside Capsule CRM, with a single click you will also be able to see all the tickets they’ve submitted in Freshdesk. This way, your sales and support teams can quickly and easily share customer contact and ticket information.
When sending replies from Freshdesk, you can use the bcc feature to send a copy of the reply to your Dropbox email address(provided by Capsule) to log your reply as a case in Capsule CRM.
Here’s to a ‘fresher’ experience with Freshdesk.
You can sign up for our 30 day free trial here.
Our first rollout of languages includes German, French, Spanish, Italian, Portuguese and Polish.
But what if your customers are French, but your agents are Spanish? Well, Freshdesk allows you to use different languages for agents and customers as well.
Admins can configure language for their entire Helpdesk or Users can configure their own language.
So, dear customers,
Tag, Bonjour, Hola, Ciao, Ola, & Czesc,
Welcome to Freshdesk…!!
We are now available in Finnish as well. Make that 7, and counting!
I take the opportunity to thank our customers and everyone who wished us well along the way.
We look forward to your continued support as we hope to keep doing what we do best – “Create Awesome Stuff”.