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By Use Case
Automate every step of your team’s workflows with Freshdesk's powerful automations
We have been able to organize our internal teams inside groups within Freshdesk and use automation rules to route requests to the right teams, then to the right members of teams and with the right priorities.
Imagine coming to work every day to find all new customer enquiries neatly prioritized, organized and assigned to the right agents. You don’t have any to-do lists because tedious work like following-up with people is automated! The only work you and your team have left is crafting great responses to your customers.
Here's how automations get repetitive work out of your way.
Automations scan through every enquiry as soon as customers contact you. They perform actions depending on where they've contacted you from, what they've contacted you about, etc. As an example, tickets can be automatically prioritized and assigned to the right teams depending on whether the customer has contacted you over social media and what they have written to you about.
With automatic ticket assignment, issues are brought to the attention of the right agent instantly. Tickets can be assigned based on an agent's skill, their workload or they can be distributed equally amongst your team. All your team has to do is work from their inbox views. This way, you can be assured that your customers get answers as quickly as possible.
Automations scan through all your tickets every one hour to check if there's a need for an update or an alert. From following up with collaborators that you need inputs from, reminding you about pending work, to checking on customers, Freshdesk automates all redundant work. You can be assured that no task slips through the cracks.
Automations are constantly on the lookout for updates being made to tickets. When they come across one, they trigger actions immediately. As examples, they bring customer responses to an agent's attention right away, keep customers updated on the progress of their issue, etc. You'd never have to spend time combing going through customer issues again.
Freshdesk creates an automatic summary of every rule that looks like a simple workflow document. The rule summaries and the simple form interface makes setting up automations quick and easy.
When you need inputs from a different team, automations can remind, alert and bring tickets with dependencies to the attention of the right people at the right time.
With the flexibility to use a combination of AND/OR conditions and multi-select options, you can set-up powerful rules to automate any complex workflow.
Every automation rule comes with an audit log to help you keep track of changes easily. When you need to make changes, you can test them in a sandbox and have them automatically synced to your live account.
Automations do not reopen tickets that have responses like “gracias” or “all good”. By not opening tickets that don’t need any further action, Freshdesk ensures that your reporting metrics aren’t skewed.
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