Case Management in Freshdesk
In this guide, I will go through how best you can manage your cases using Freshdesk. Using different views, reminders, and other tools, you can maximise your productivity to ensure that you are delivering exceptional client service, whilst working smarter.
New, Unassigned Cases
You will need to use the Unassigned Cases view to assign yourself cases. You can access this view here; https://digitickets.freshdesk.com/a/tickets/filters/211592
You can also click on the views button and then choose Unassigned Cases.
When you see a case showing in this view, you should assign it to yourself. You can do this easily by clicking into the Agent column and then searching for your name.
Once you have then assigned the case, the first thing you will want to do, is read the case email or notes that the client has provided you, and then add in a summary in the summary box, and edit the case title. You can follow this guide on editing the Case Title - How to Edit Case Details
After you have edited the case title, and you have reviewed the case and acknowledged that you won’t be able to resolve it immediately, you will want to send the client an acknowledgement email. There is a canned response for this. You can follow this guide on how to send the acknowledgement email - First Response Due, How can we hit this and manage cases easier?
Managing Existing Cases
You can manage your existing outstanding cases in the My Outstanding Cases view. https://digitickets.freshdesk.com/a/tickets/filters/213690
This will allow you to see all of your cases, that have been assigned to you, for any of the statuses.
You should follow the cycle of looking at cases in which a client has replied to you, wait for client and engineering cases, and then new cases.
For more information on this process, please read this guide - How your Daily Routine using Freshdesk could give you more time?
Answering Client Queries
The quickest and easiest way to answer so many different client queries is by using canned responses. You have canned responses in case emails which can be found by typing /c first of all, and then the response you wish to use.
In webchat, you can just type / and then search for the canned response you wish to use. Then once you’ve selected it, you can just press enter. Or you can click on the canned response button.
