FreshDesks after 1 term.

Published by Matt Setchell on

We launched with our freshdesk helpdesk in April, so where I have had the time this summer, I have been looking into how it has performed, and things that we can do better.

Overall, the feedback from users and from technicians, in particular, has been great. The technician side, the layout and operation of the help desk is significantly better. On the user side, we have seen more and more users use the website, which is our aim, over email.

Our self help knowledge base is being used, but the simplicity of which we can redirect users there in ticket responses is a real time saver, even if people don’t search the articles first (which is why we send them to the website if possible, as when they submit the ticket it auto searches and suggests articles) as we can send them there in the answer, without having to write it all out again or leave the screen to grab a link. This has saved huge amounts of time.

But one of the areas I have learnt the most from is feedback. Every ticket closure gives the end user a chance to leave feedback.

Our response rate is low, in the region of 10%.

But where we have had feedback, often it is due to confusion. Where a ticket has been marked as resolved, and it’s not resolved, or because people have been confused about ticket responses sent to them.

So I have been trying to simply the whole email process, and increase feedback from clients.

Getting the emails sent out with every ticket opening and closing right, is tough. Because nobody ever reads them more then once. But I have made a couple of changes this summer, and increased the visibility of where our feedback links are in resolution email, to try and get increased rates, and you know what – it is working!

Specifically, I have:

  • Ensured that our opening email is simple and easy to follow, providing useful links to get their help quicker. Specifically – I have added a section reminding users to give us all information they can, and we have now seen an increase in users sending immediate follow up emails with screenshots:
  • Moved the feedback widget higher up into emails, and personalised it with the name of the tech they are leaving feedback for.
  • Emails are sent to the user dependant on the feedback they leave, if it’s good, it is thanking them, bad it is letting them know I have been informed to look into it. So the user knows their feedback matters
  • Emails to technicians about their performance, like below, telling techies they have made a WOW moment with a customer means they don’t miss a customers feedback, and they know I know too.  The email is different for each response type, and if needed, lets them know some information about what has happened if feedback is poor – this is reassuring for those who are new to the team. And who doesn’t like being told they are amazing!

These small little changes have increased the responses to our survey, and decreased user frustration with not getting a fast response – by them now actively using the reminder to send us more information. The key is, they only need to see an decrease in response time, to do something again in the future to get that faster response.

Additionally, I have always felt frustrated that I can’t put the resolution in the resolution notification email, but, actually – this might be a good thing, because by it not being included, they have to read the email, and visit the site – 2 things I want them to do. Once on the website, it is a lot easier for them to respond to tickets and understand the ticket flow.

It is a win – win for them and us, faster resolutions are good all around!

Don’t assume everyone knows how to use the help desk right.

I have also created FAQs for users on how to use, and get the best from, our support. It says how we do things, and why. Clients new and old have already commented, that it’s nice to be able to read why we do, what we do. These are also linked to in emails, and on our main help desk, particularly the one about writing a good ticket.

This is based on the poor feedback. Sometimes the poor feedback is because a user hasn’t understood why we do what we do in a certain way, we can now keep them informed via the FAQ, and we can direct people there when they want more information on how the system works – this is useful with our growth.

Don’t expect everyone to know how to use the help desk, and don’t let them use their in experience as a reason not to use

Little tweaks, big results

These little tweaks have already proven to work, and will be monitored over the next term, where I may well write a follow up post.