The Reply textbox allows you to add rich-text formatting to replies, such as making it bold, italics or underline. You can add bullet points, give your font colors, insert hyperlinks and images. This is based on the source of the ticket, though. Twitter, for example, does not allow rich text formatting in its tweets so you won’t be able to format your reply tweets as well.

The best part is that you can also pull up the contact’s (we call them requesters) recent tickets, right from the detailed ticket view, to get some context about the customer. This means you don’t have to re-ask certain questions, like geographical location etc. You can just pull that up from their history.

Freshdesk also helps you increase your efficiency in resolving tickets, with what we call Canned Responses. A lot of customers may have the same kind of questions, and you, as an agent, needn’t write the same response to each of them every single time. Canned responses are default templates that the Admin can create and save, so that the agents can use them when they come across many questions of the same type.




What makes canned responses so useful, is that if dynamic placeholders are used, Freshdesk will automatically enter those ticket details into the canned response for you. So, you can automate your actions but still make it look refreshingly personal.

If the answer to the question is already present as a solution article in your FAQ section (we call this a knowledge base), you can insert it into your reply by clicking on the “Insert Solution” button. You can choose to include just a link to the solution or the entire solution itself.




There are some standard questions for which you know exactly what you’re going to do even before you actually click on the ticket to take you to the detailed ticket view. Say, a bug report. Even without clicking on it, you know that you’re going to bump up its priority, change its status to “Being worked on by devs” and assign it to QA. Save yourself some time and execute a scenario automation. So, the next time you encounter a bug report, all you really need to do is just execute the scenario and you’re golden.




If the admin of your helpdesk has enabled satisfaction surveys to collect feedback from your customers, depending on the method they choose, you’ll be able to see a survey attached to every reply you send, every time you resolve a ticket, or a checkbox right below the reply textbox, asking you if you want to attach a survey (which is a sign that your admin allows you to choose when to send out satisfaction surveys). Your company might have specific policies regarding this, but a well-regarded best practice is to send out a satisfaction survey after resolving a ticket.

Once you’re done typing out your answer, you don’t have to go through the process of hitting Send, waiting for the page to refresh and then updating the ticket’s status to “Resolved” or “Waiting for Customer to Reply”. You can just quickly tap the little arrow next to the Send button and mark the ticket as “Resolved” by hitting the Send and set as Resolved button.



You can also perform bulk actions on tickets by selecting them from the Tickets page. Say, you want to shoot an email out to multiple people, assuring them that you are aware of the bug and you are working on it. You can just select the tickets from the Tickets page, tap “Bulk actions”, shoot them an email and update their priority in one go.



Sometimes, you might have noticed that the same conversation is going on at different places. For example, an issue can be reported by different people in the team, or somebody might accidentally open a new ticket instead of following up with the existing one. To avoid such conflicts, you can merge tickets together in Freshdesk when you feel like they are all dealing with the same thing. All you have to do is select the two tickets and click on Merge.



The following things happen when you merge two or more tickets together in Freshdesk:

  • One of the tickets becomes the primary ticket (you get to choose which one). The others become secondary tickets.
  • The conversations from all the secondary tickets are moved into the primary ticket.
  • 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.
  • If the note is public, an email notification might be sent to the requesters about the merged tickets.

You can however edit the contents of the note to convey exactly why you merged these tickets.


Time tracking

Freshdesk also lets you track how much time you spend on what by means of automatic start and stop timers. Agents can also manually log the time they have spent, and detail their activities during this period by adding comments. In case agents forget to stop a running timer, Freshdesk automatically stops it for them as soon as the agent performs any other activity, or even starts working on a different ticket.

To start tracking time, you can either click on the more button, and click on Add time or go to the Time tracked menu on your left hand side and click on Add time under it. Both ways will get you to the Add time menu where you can enter the hours, the date and any notes you’d like to append to it.


Email commands

Using email commands, you can perform activities on a ticket right from your inbox by simply adding a one line command to your response. The activity can be anything like changing the status of a ticket, assigning it to an agent, or adding a note to it.

The Email Command text will be stripped by Freshdesk and will not be seen by the requestor, while the rest of the text will become a part of the conversation.

For instance, say you’re assigned a ticket that you think should be escalated to L2 support and you’re nowhere near a computer.

All you have to do is reply to the email notification with,

Hi John,

@Simonsays "status":"pending", type: “L2”, "priority":"High" , "agent":"Lilac LaRoux" @Simonsays

Thank you for getting in touch with us. We have escalated your issue and we will fix things up right away.

Thanks,

Aurelia

This will be what the customer gets:

Hi John,

Thank you for getting in touch with us. We have escalated your issue and we will fix things up right away.

Thanks,

Aurelia

Meanwhile, Freshdesk identifies your email command and as instructed, changes the status of the ticket to pending, marks it as high priority, gives it a type “L2”, and assigns it to Lilac LaRoux. The rest of your email content will be added as a conversation to Freshdesk and also sent to the Requestor via email.

Your admin has the option of changing the delimiter “@Simonsays” any old time.