How to Use Freshdesk

Getting started with Freshdesk

In this guide, you will learn how to set up Freshdesk and create your first support ticket. By the end, you'll be ready to manage customer inquiries efficiently using its AI-powered features.

Step 1: Sign up and set up

1. Go to Freshdesk's website.
2. Click on the Get Started for Free button.
3. Fill in your details (name, email, password) and click Sign Up.
4. Choose the Free Plan for up to 2 agents and follow the prompts to set up your organisation.
5. Verify your email address by clicking the link in the confirmation email.

Step 2: Your first ticket

1. Log into your Freshdesk account.
2. On the left sidebar, click on Tickets.
3. Click the New Ticket button on the top right.
4. Fill in the necessary fields:

- Requester: Enter the customer’s email address. - Subject: Write a brief description of the issue. - Description: Provide detailed information about the problem.

1. Assign the ticket to yourself or another agent using the Assign To dropdown.
2. Click Save to create the ticket.

Step 3: Get better results

1. Use the Freddy AI chatbot to handle common queries. Activate it by going to Admin > Chatbot and following the setup instructions.
2. Set up Canned Responses for frequently asked questions by going to Admin > Canned Responses. This speeds up your response time.
3. Integrate email channels by going to Admin > Email and adding your support email address to centralise communication.

Pro tip

Take advantage of the Automations feature under Admin > Automations. Set up rules to automatically assign tickets based on keywords or priority, saving you time on manual sorting.

Common mistake to avoid

Avoid neglecting the Help Desk Settings. Ensure that your support hours and response time settings are correctly configured under Admin > Help Desk Settings. This will help manage customer expectations and improve service efficiency.