Freshdesk Ticketing Software

Are you looking to streamline multiple shared inboxes? Freshdesk might be the answer! Freshdesk is a cloud-based customer service software used by the Member Support Center to centralize email support. If you're seeking a better way to manage multiple inboxes, here's some useful information about Freshdesk and how to get started. 

Introduction to Freshdesk 

Freshdesk is a cloud-based customer service software that helps manage, track, and respond to member or customer inquiries. The system allows departments to handle tickets efficiently by centralizing communications and automating repetitive tasks. 

Key Features: 

• Ticket Management: Track email inquiries from start to resolution. 
• Collaboration Tools: Work seamlessly with internal teams and external collaborators. 
• Automation: Use workflows to automate repetitive tasks like ticket assignments, follow-ups, or status updates. 
• Reporting: Generate reports to analyze performance and trends in customer inquiries. 

Why Adopt Freshdesk? 

• Streamlined Processes: All inquiries are centralized in one place, allowing easy tracking, follow-up, and resolution. 
• Improved Collaboration: Freshdesk allows cross-departmental communication through tagging and internal notes, ensuring no inquiry falls through the cracks. 
• Increased Efficiency: Automation reduces the need for manual tasks, freeing up team members to focus on higher-level work. 
• Enhanced Member/Customer Experience: Quick response times and organized processes lead to better service delivery. Surveys can be activated and help ensure customer satisfaction.  

Getting Started 

• Platform Demo: A demo can be scheduled by the MSC administrator for Freshdesk.  The demo will include a walkthrough of daily ticket management, key features, and special workflows.  
• Kick-off:  Once you’ve decided to use Freshdesk, an onboarding meeting with the MSC Freshdesk administrator and the MD, Member Support & Solutions to discuss specific departmental needs and billing.  

Initial Setup 

• User Account Creation: If your department email accounts are active, the MSC admin will create user accounts for all relevant department team members. If your email account(s) need to be created, you must submit a Jira ticket with IT first.  

Customization 

• Ticket Templates: In collaboration with the MSC admin, create ticket templates specific to your department’s support needs, ensuring inquiries are categorized and routed properly. This included automated replies.   
• Automation Workflows: Establish custom workflows to automate repetitive processes such as ticket assignment, priority escalation, or follow-up reminders. 
• Reporting and Analytics: Each department will have access to reporting tools within Freshdesk. As part of onboarding, the MSC admin can assist in setting up custom reports based on your department’s needs to track performance, workload, and inquiry trends. More sophisticated reporting needs will require coordination with a Freshdesk representative or success manager.  

Training 

• Training Session: After your accounts are active, a training session will be scheduled for your department covering everything from basic ticketing to advanced reporting and automation features. 
• Ongoing Support: The MSC team will provide support as your department adjusts to the system, answering questions and troubleshooting any issues. 

For more information or to get started, Contact to Christina Thomas.