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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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