How to Use Freshdesk AI

Getting started with Freshdesk AI

After reading this guide, you'll be able to set up your Freshdesk AI account and start managing customer queries efficiently using AI-powered features like ticket routing and suggested responses.

Step 1: Sign up and set up

1. Go to Freshdesk's website.
2. Click on the Get Started for Free button.
3. Enter your email address and create a password, or sign up using Google or Microsoft.
4. Fill in your company details and click Continue.
5. Once registered, you’ll be taken to the Freshdesk dashboard. Here, you can invite team members (up to 10 agents for free).

Step 2: Your first ticket

1. From the dashboard, click on Tickets in the left-hand menu.
2. Click on the New Ticket button in the top right corner.
3. Fill in the customer's details: name, email, and issue description.
4. Assign the ticket to a team member using the Assign To dropdown.
5. Set the priority level (Low, Medium, High) using the Priority dropdown.
6. Click Save to create the ticket.
7. You can now use the AI suggestions for responses by clicking on the Suggested Replies button when you view the ticket.

Step 3: Get better results

1. To set up AI-powered ticket routing, go to Admin in the left-hand menu.
2. Click on Automations and select Ticket Assignment.
3. Here, you can create rules to automatically assign tickets based on keywords or customer issues.
4. Use the Custom Fields feature to gather specific information from customers that helps in routing their tickets efficiently.
5. Regularly review ticket analytics under the Reports section to identify common issues and adjust your settings accordingly.

Pro tip

Set up canned responses for frequently asked questions by going to Admin > Canned Responses. This saves time when replying to common queries.

Common mistake to avoid

Many beginners forget to configure their email settings under Admin > Email. If not set up correctly, you may miss incoming customer queries or responses. Make sure to verify the email settings to ensure smooth communication.