Do You Need a Different Password to Login in to Freshdesk
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We assure yous that this change will not touch on your product experience, and no activeness is required on your role.
Activate your account and login
Once your Account Owner/Admin adds yous to a Freshdesk Messaging business relationship, you will get an activation email from team Freshdesk Messaging. Next, activate your business relationship and set up a countersign.
Open the email and click Activate Account. You volition exist taken to the Freshworks business relationship activation page. Here y'all can fill in your details, ready a password, and activate your account.
Setup your profile, preferred language, and notifications
Each Agent can personalize their fd profile and control their notification preferences through their personal profile settings.
Go to Admin > Profile Settings.
Here you tin can upload a profile picture, add a bio, and link your social media handles. Telling your customers a chip about yourself will build credibility and make a connection with them.
You can localize your Freshdesk Messaging interface in one of the 20 different interface languages nosotros currently support. This will automobile-translate your Freshdesk Messaging interface to the chosen linguistic communication.
And nether Notifications, yous tin configure your email, desktop, and sound notification preferences.
The Freshdesk Messaging Inbox
If yous're an Agent, the Freshdesk Messaging Inbox is where you will exist spending most of your time engaging with customers and site visitors. The Freshdesk Messaging Inbox is piece of cake to navigate, and it comes with many features that volition help you answer faster and better.
Stay on top of conversations
When you land on the Freshdesk Messaging Inbox, yous will be able to the list of letters in your queue awaiting replies (if any). Each bulletin thread includes the username, the Topic through which the chat was initiated, and how long it's been since the message came in so you lot can figure out who to respond to first.
Some queries tin can be too urgent to be left waiting in the chat queue. You can pick upwardly new conversations or chats assigned to other Agents by going through the View list and ensure no message goes unanswered.
The Freshdesk Messaging Inbox comes with v pre-defined views,
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New conversations: are chats that oasis't been assigned to anyone in your squad nevertheless,
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Assigned to me: are chats that have been assigned to you,
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All assigned: displays the list of all chats assigned to other members in your squad,
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Resolved: consists of all the chats that have been responded to and resolved by you and your team, and
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Bot conversations: include all chats that are currently being handled by the bots.
Or, you can create custom views to continue a tab on other teams(Groups in Freshdesk Messaging) or certain types of conversations like Offline conversations .
To create a custom view,
Click Add Custom View > fill in the details > click Salvage.
You can also share the custom views that yous create with other Agents. Simply select the 'Share this with your team' checkbox.
Prioritize and answer faster
At times you might have many letters in your chat queue, especially during peak hours, and y'all might not know which message to pick up and respond to commencement.
Switch to Priority Inbox, and it will visually segment letters based on your customer'south wait time.
Priority Inbox highlights the fourth dimension for which the messages have been waiting in your conversation queue,
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First Response Due - You are nonetheless to send the offset reply to the user from your side.
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Response Due - You accept replied to the first message from the user just oasis't replied to subsequent messages from them.
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No Response Due - You lot have responded to the client, and there are no subsequent letters from them.
Past identifying messages that need your firsthand attention, you tin can reply faster and improve your CSAT scores.
Compose your message
Freshdesk Messaging comes with all the features of a modern text editor. When yous etch your reply, you can format it, add hyperlinks, and even add together rich media like emojis and images.
Salvage fourth dimension with pre-saved replies
Well-nigh often, customers tend to come with repetitive queries. And answering the aforementioned question, once again and again becomes irksome. By pre-saving answers to these commonly asked questions every bit Canned Responses, just type the correct shortcode and striking send. ,
Canned Responses shorten your response time while keeping your replies personalized.
To create new Canned Responses,
Go to Admin > Canned Responses > New Canned Response
| Note | As an Amanuensis, you can create canned responses for your personal utilise and access those shared by your Admin. Just yous won't exist able to contribute to the shared repository. |
You can as well attach FAQs to your replies.
Share files and attachments
You can send file attachments to customers from your system or from the Files repository. Files are like your G-bulldoze or Dropbox within Freshdesk Messaging, where you tin can upload and store files for like shooting fish in a barrel access.
To upload attachments to Files,
Get to Admin > Files > Upload Files
| Note | As an Agent, you tin can upload files to your personal binder and access those shared past your Admin. Simply you lot won't be able to contribute to the shared repository. |
Troubleshoot bug with screen sharing capability
At times might need more than just messaging to support your customers. For instance, to troubleshoot an issue, you might require audio and screen sharing capability. You tin can do just that with Co-browsing.
You tin request and get access to your customer's screen and assistance them remotely.
Interact with your team and back up better
Sometimes you lot may have to loop in other Agents on a conversation, answer product questions, share ideas, become confirmation on something before you respond, or just laissez passer on some positive feedback.
When you assign a conversation to some other Group/Agent, you can add together a Private Notation to give them context. This will be visible only to your team, and your customers can't see it.
Resolve conversations
Once you have solved a customer'south query, yous tin close the conversation by resolving information technology.
Resolved letters move into the Resolved view, from where you lot can access it anytime.
Be a customer champion
When yous resolve a conversation, your company or customer will exist prompted with a customer satisfaction survey (CSAT) asking them to charge per unit their back up feel with you.
You can find their rating and comments, if whatever, at the end of the conversation.
Your Admin can rails this score for each conversation. By replying faster and improving customer satisfaction, you can keep your score in check.
Perform bulk actions
Support can get too busy at times. Freshdesk Messaging makes information technology easy to deal with multiple conversations at once with bulk actions.
You can bulk assign messages to other Grouping/Agent, send bulk replies, and bulk resolve (close) letters.
Aid runway your user issues
As a customer support rep, you might handle different client queries, from support queries, feedback, feature requests, bugs, and much more. Yous can track all of these queries past adding a label to the conversations one time you resolve them.
By adding labels to conversations, you can aid your team lead (Account Owner or Admin) to track these conversations over fourth dimension and identify a design of what your visitors and customers are actually trying to tell you nigh your product or service.
Know who you're talking to
Context is everything when it comes to supporting your customers. While communicating with a company or customer, yous tin get all the context yous need about them correct within the Freshdesk Messaging Inbox.
This includes information on their username, email ID, IP accost, the page the conversation was initiated from, navigation timeline of the pages visited to even purchase history, transaction status, and other details from your CRM or whatsoever third-party app.
You can also customize this infinite by adding apps of your choice from the Integrations page.
Search conversations
In Freshdesk Messaging, you can search for people or conversations with a user name or electronic mail ID using the search icon on the superlative.
The People tab
In the People tab, you can see a list of all your site visitors and customers who have ever interacted with any of the widgets.
Here you can search for users, create a new user segment, and consign the data to your email.
When y'all click on a user, you'll be taken to their profile, where yous can see all their details. You lot can likewise initiate/reply to messages from here.
Omnichat - Freshdesk Messaging chrome extension
Omnichat is Freshdesk Messaging'due south chrome extension. With Omnichat, yous tin can take the Freshdesk Messaging Inbox to any chrome web folio and support customers on the go. Whether you cheque your electronic mail or lookout man a music video to take a interruption, yous stay on top of client letters.
You can install Omnichat from the chrome webstore.
Support customers on the go
Get the Freshdesk Messaging app for iOS and Android and continue customer conversations even when y'all're away from your desk.
Respond to customers, assign conversations, add private notes, and resolve chats on the move. Become notified when a user replies or reaches out to you lot with Push Notifications. Stay on superlative of messages even when you lot're not inside the app.
Do You Need a Different Password to Login in to Freshdesk
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Source: https://support.freshchat.com/support/solutions/articles/50000000073-freshdesk-messaging-agent-guide
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