Getting Started with Freshdesk: A Step-by-Step Guide for New Agents

Welcome to Freshdesk! This guide will help you navigate through the basics of using Freshdesk as an agent. Let's get started!

1. Log In to Your Freshdesk Account

1. Open your web browser and go to https://mcrc.freshdesk.com (That's where you are, already!)
2. Click “Login” in the upper right corner of the page.
3. At the bottom of the page you will see “Are you an agent? Login here”. Click the “Login here” link.
4. Enter your email address and password.
5. Click on the Log in button.

2. Understanding the Dashboard

Once logged in, you'll be taken to the Freshdesk dashboard. Here is a brief overview of this page:

• Unresolved, Open, On hold: These show the number of tickets assigned to you that have these statuses.
• To-do: Here is where you can add your own personal “To Do” tasks that are not connected with any ticket.
• Recent activities: This displays a running log of various activities that have recently occurred within the system by all users.

3. Understanding the Navigation

Here’s a brief overview of the left-hand navigation menu:

• Dashboard: Provides a quick summary of your activities and ticket statuses.
• Tickets: This is where you’ll spend most of your time. You can view and manage all your tickets from here.
• Contacts and Companies: View and manage customers and contacts in the system.
• Solutions: Contains articles and FAQs that can help resolve customer issues.

4. Navigating the Tickets Section

1. Click on the Tickets icon from the left-hand navigation menu.
2. You'll see a list of tickets that match the Filters selected on the right pane. (If you don’t see the Filters pane, click the Filters button that is just below the profile button in the upper right area of the screen.) Tickets can be categorized into different views such as Open Tickets, My Tickets, Unassigned Tickets, etc.
3. Click on any ticket to open and view its details.

5. Responding to a Ticket’s Customer

1. Select a ticket from the list to open it.
2. Review the ticket details on the right-hand side of the screen.
3. Scroll down to the Reply section at the bottom of the ticket.
4. Type your response in the text box.
5. You can use the formatting toolbar to style your text, add links, or attach files.
6. Once your response is ready, click on the Send button.

6. Adding Notes to a Ticket

1. Inside a ticket, click on the Add Note tab next to the reply tab.
2. Enter your note in the text box. Notes are internal and not visible to the customer.
3. You can also tag other agents using @mention to notify them.
4. Click on Add Note to save it.

7. Assigning and Escalating Tickets

1. Open a ticket that needs to be assigned or escalated.
2. Click on the Properties panel on the right-hand side.
3. Use the Assigned to dropdown to assign the ticket to yourself, another agent, or a group.
4. Adjust the Priority and Status as needed.
5. To escalate, change the Priority to High or Urgent and/or notify a higher-level agent or manager.

8. Using the Solutions Knowledge Base

1. Click on the Solutions tab from the main menu.
2. Browse through categories or use the search bar to find relevant articles.
3. You can also create articles to capture useful information or how-to guides for other agents to refer to.
4. You can create or use these articles to help resolve customer issues or send them directly to customers.

9. Creating a New Ticket

1. Click on the New Ticket button on the top right of the Tickets page.
2. Fill in the customer’s details and the ticket information.
3. Assign the ticket to yourself or the appropriate agent/group.
4. Click on Create to save the new ticket.

10. Customizing Your Profile and Notifications

1. Click on your profile picture on the top right corner and select Profile Settings.
2. Update your profile information as needed.
3. Go to Notification Preferences to customize how and when you receive notifications about ticket activities.

11. Managing People and Companies

Freshdesk allows you to manage customer information efficiently using the People and Companies features. Here's how to get started:

A. Managing People

1. Accessing People:
   • Click on the People tab from the main menu.
   • You'll see a list of all customers (contacts) who have interacted with your support team.
2. Adding a New Contact:
   • Click on the New Contact button on the top right.
   • Fill in the contact’s details such as Name, Email, Phone Number, and any other relevant information.
   • Click Save to add the contact.
3. Editing a Contact:
   • Find the contact you want to edit from the list.
   • Click on the contact's name to open their profile.
   • Click on the Edit button.
   • Update the necessary information and click Save.
4. Merging Contacts:
   • Select multiple contacts that need to be merged.
   • Click on the Merge button at the top.
   • Confirm the merge to combine their details into a single profile.

B. Managing Companies

1. Accessing Companies:
   • Click on the Companies tab from the main menu.
   • You’ll see a list of all companies associated with your customers.
2. Adding a New Company:
   • Click on the New Company button on the top right.
   • Fill in the company’s details such as Company Name, Domain, Description, and any other relevant information.
   • Click Save to add the company.
3. Editing a Company:
   • Find the company you want to edit from the list.
   • Click on the company’s name to open its profile.
   • Click on the Edit button.
   • Update the necessary information and click Save.
4. Linking Contacts to a Company:
   • Open the company profile you want to add contacts to.
   • Click on the Link Contacts button.
   • Select the contacts you want to link to this company.
   • Click Link to associate the contacts with the company.

C. Using People and Companies in Tickets

1. Viewing Customer Information:
   • When you open a ticket, you can see the customer’s contact information on the right side of the ticket.
   • Click on the customer’s name to view detailed information from their contact profile.
2. Viewing Company Information:
   • If the customer is linked to a company, the company’s name will also appear in the ticket.
   • Click on the company name to view detailed information about the company.
3. Adding Notes and Activities:
   • You can add notes and log activities (such as calls or meetings) directly in a contact’s or company’s profile.
   • This helps in maintaining a comprehensive history of interactions.

By managing your contacts and companies efficiently, you can ensure personalized and organized support for your customers.

12. Logging Out

1. To log out, click on your profile picture in the top right corner.
2. Select Logout from the dropdown menu.

By following these steps, you'll be well on your way to becoming proficient with Freshdesk. If you have any questions or need further assistance, don't hesitate to refer to the Freshdesk knowledge base or reach out to your administrator. Happy ticketing!