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4 Freshdesk Updates That Will Improve Your Helpdesk Support

Freshworks has completely reimaged the Freshdesk experience. Already considered one of the best helpdesk solutions on the market, Freshdesk now features a redesigned user interface, faster navigation between tickets and data input, a component-based structure that limits tabbing between items, and a whole lot more.

The new platform, dubbed Freshdesk Mint, is rolling out today. Not everyone will have access to the new platform immediately, but those who do will be able to jump back and forth between the new and old Freshdesk interfaces via a button that says "Switch to the Mint experience."

Customers will automatically be upgraded to the new experience at no extra charge. Pricing will remain the same for new customers: a free plan that scales up to an $89-per-agent per-month plan.

In this piece, we'll examine several of the new features recently added to Freshdesk Mint, and how each one could help your company better manage service tickets in the near future. We'll have our review of the new Freshdesk experience posted later this month, so check back before the end of the year.

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  • 11. New and Simple Navigation

    In the new Mint experience, users will be able to view items like today's trends all in one place. The dashboard can be filtered by group or product depending on how you'd like to determine where service bottlenecks are occurring. From here you'll be able to see unresolved tickets, overdue tickets, tickets due today, open tickets total, tickets on hold, and unassigned tickets, among other views. Within the graph you can see what the average response time is for all tickets, or for specific kinds of tickets, or for groups responding to certain tickets…you get the idea. A slider opens from the right to show your most recent interactions so you can click in to get back to your most pressing items should you decide not to get bogged down by so many charters.

    From the top of the page you can create new emails, new contacts, and new companies directly with one click. There's also notification center—similar to what you'd find on Facebook—that shows anything that's happening in your specific helpdesk ecosystem. You can customize your notifications so that you see more or less.

    If you get lost and you need to return home, click on the icon at the upper-left corner of the dashboard, at the very top of the left-hand rail navigation. Below it you'll also be able to access reports, contacts, social media, and any other administrative widget necessary for overseeing or making changes to your helpdesk tool.

  • 22. New Ticket Features

    Mint offers users a way to view tickets in a table so you can develop a bird's eye understanding of where tickets are bottle-necking, what time of day they're accumulating, and how quickly your team is typically capable of solving issues in bulk. By clicking into any section within the Table view, you can drill down into specific times, or tickets to see exactly what and where issues have arisen.

    When you're in the tickets overview dashboard, you can see a full list of tickets as a pop-up along the right-hand side of the dashboard. You can click into any of these tickets to jump right into the ticket itself. Additionally, managers can now assign tickets to specific users within the ticket-editing panel. You can also tag tickets at the top of every ticket card, and you can add a note or a reply for someone else simply by hovering over a ticket within the ticket preview.

    You can create a ticket view based on how you'd like to see tickets bucketed. For example: Do you want to see tickets filtered by private support, specific issue types, or security-based issues? You can have agents click on tickets as they arrive in the system, or you can filter them to help agents find specific tickets on the right-hand side of the dashboard. There is no limit to the number of ticket views you can create.

    You can hover over tickets to read deeper to see what the specific issue is, you can change a ticket priority, open or close a ticket, assign a ticket to a different group—all without having to open the ticket. If you select more than one ticket you can bulk assign them, close them, or bulk update. You can even merge tickets, link tickets, or run a scenario (a set of steps to resolve an issue) in bulk.

    Within each ticket you have a four-plane layout. You'll see a top card with high-level information, a lower card with the actual ticket, a third card with the priority level revealed, and a bottom card with the customer's contact details laid out. Within the contact widget, you can minimize the contact information to see linked tickets, time logs, and create a to-do-list for this specific issue. You can collapse any of those widgets so that you can focus on either plane. On a particular ticket you can scroll to the next or previous ticket, or you can click between the arrows to see all of the open tickets to jump to an overdue or priority ticket.

  • 33. New Contact Navigation

    You can add contacts to the system even if no specific ticket is assigned to that contact. What's especially cool about this feature is the ability to create a ticket from within the contact page, and assign that contact directly to a specific support agent by applying specific skill sets to said agent.

    For example: If an agent speaks Spanish, new tickets tagged as Spanish-only will be prioritized for that agent. The same can be done for VIP contacts. Simply attach a skill to that contact's ticket, and your superstar agents can be the ones to quickly troubleshoot for your VIP.

  • 4Miscellaneous Goodies (and Baddies)

    Freshworks really went and trimmed the hedges for Freshdesk, so there's a bunch of minor changes to the system you might not recognize as you navigate. For example: Freshdesk does a wonderful job incorporating gamification into ticket resolution. Unfortunately, in order to make space for all of the tables and charts on the main dashboard, users won't be able to see profile pictures displayed in the leaderboard tab.

    But not everything is a takeaway: Users will be able to edit items on to-do lists (in previous versions, items could only be deleted). The ticket filters panel has been moved to the right of the screen, as I mentioned earlier, it can be expanded or collapsed as required. In addition to exporting ticket data, you can now export company and contact data.

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This trend suggests users are reaching a saturation point in terms of how much time they can devote to apps. The AV industry could reverse that. But just how mobile apps will penetrate this market and who will hold the keys in this new era of mobility is still very much in doubt. When it comes to a driverless future, multiple factors are now converging. Over the last few years, while app usage showed signs of stagnation, the push for driverless vehicles has only intensified. More cities are live-testing driverless software than ever, and investments in autonomous vehicle technology and software by tech giants like Google and Uber (measured in the billions) are starting to mature. And, after some reluctance, automakers have now embraced this idea of a driverless future. Expectations from all sides point to a “passenger economy” of mobility-as-a-service, which, by some estimates, may be worth as much as $7 trillion by 2050. For mobile app companies this suggests several interesting questions: Will smart cars, like smartphones before them, be forced to go “exclusive” with a single OS of record (Google, Apple, Microsoft, Amazon/AGL), or will they be able to offer multiple OS/platforms of record based on app maturity or functionality? Or, will automakers simply step in to create their own closed loop operating systems, fragmenting the market completely? Automakers and tech companies clearly recognize the importance of “connected mobility.” Complicating the picture even further is the potential significance of an OS’s ability to support multiple Digital Assistants of Record (independent of the OS), as we see with Google Assistant now working on iOS. Obviously, voice NLP/U will be even more critical for smart car applications as compared to smart speakers and phones. Even in those established arenas the battle for OS dominance is only just beginning. Opening a new front in driverless vehicles could have a fascinating impact. Either way, the implications for mobile app companies are significant. Looking at the driverless landscape today there are several indications as to which direction the OSes in AVs will ultimately go. For example, after some initial inroads developing their own fleet of autonomous vehicles, Google has now focused almost all its efforts on autonomous driving software while striking numerous partnership deals with traditional automakers. Some automakers, however, are moving forward developing their own OSes. Volkswagen, for instance, announced that vw.OS will be introduced in VW brand electric cars from 2020 onward, with an eye toward autonomous driving functions. (VW also plans to launch a fleet of autonomous cars in 2019 to rival Uber.) Tesla, a leader in AV, is building its own unified hardware-software stack. Companies like Udacity, however, are building an “open-source” self-driving car tech. Mobileye and Baidu have a partnership in place to provide software for automobile manufacturers. Clearly, most smartphone apps would benefit from native integration, but there are several categories beyond music, voice and navigation that require significant hardware investment to natively integrate. Will automakers be interested in the Tesla model? If not, how will smart cars and apps (independent of OS/voice assistant) partner up? Given the hardware requirements necessary to enable native app functionality and optimal user experience, how will this force smart car manufacturers to work more seamlessly with platforms like AGL to ensure competitive advantage and differentiation? And, will this commoditize the OS dominance we see in smartphones today? It’s clearly still early days and — at least in the near term — multiple OS solutions will likely be employed until preferred solutions rise to the top. Regardless, automakers and tech companies clearly recognize the importance of “connected mobility.” Connectivity and vehicular mobility will very likely replace traditional auto values like speed, comfort and power. The combination of Wi-Fi hotspot and autonomous vehicles (let alone consumer/business choice of on-demand vehicles) will propel instant conversion/personalization of smart car environments to passenger preferences. And, while questions remain around the how and the who in this new era in mobile, it’s not hard to see the why. Americans already spend an average of 293 hours per year inside a car, and the average commute time has jumped around 20 percent since 1980. In a recent survey (conducted by Ipsos/GenPop) researchers found that in a driverless future people would spend roughly a third of the time communicating with friends and family or for business and online shopping. By 2030, it’s estimated the autonomous cars “will free up a mind-blowing 1.9 trillion minutes for passengers.” Another analysis suggested that even with just 10 percent adoption, driverless cars could account for $250 billion in driver productivity alone. Productivity in this sense extends well beyond personal entertainment and commerce and into the realm of business productivity. Use of integrated display (screen and heads-up) and voice will enable business multi-tasking from video conferencing, search, messaging, scheduling, travel booking, e-commerce and navigation. First-mover advantage goes to the mobile app companies that first bundle into a single compelling package information density, content access and mobility. An app company that can claim 10 to 15 percent of this market will be a significant player. For now, investors are throwing lots of money at possible winners in the autonomous automotive race, who, in turn, are beginning to define the shape of the mobile app landscape in a driverless future. In fact, what we’re seeing now looks a lot like the early days of smartphones with companies like Tesla, for example, applying an Apple -esque strategy for smart car versus smartphone. Will these OS/app marketplaces be dominated by a Tesla — or Google (for that matter) — and command a 30 percent revenue share from apps, or will auto manufacturers with proprietary platforms capitalize on this opportunity? Questions like these — while at the same time wondering just who the winners and losers in AV will be — mean investment and entrepreneurship in the mobile app sector is an extremely lucrative but risky gamble.

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