Freshdesk Migration to Mint Experience

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Questions and Answers

What is the main limitation of automation rules in Freshdesk?

They require manual activation

They can only run on Ticket properties (correct)

They can only be applied to specific customer groups

They have limited customization options

What is the purpose of Rule 1 in Freshdesk's pre-configured automation rules?

To escalate tickets to the next level of support

To assign overdue tickets to the Escalations team

To send reminders to customers about their tickets

To automatically close resolved tickets after 48 hours (correct)

What is the condition that triggers Rule 2 in Freshdesk's pre-configured automation rules?

When a ticket is assigned to a new agent

When a ticket has been open for more than 24 hours

When a ticket has been overdue for a long time (correct)

When a customer responds to a ticket

What happens to a ticket when it is assigned to the Escalations team?

It receives immediate attention for timely resolution Signup and view all the answers

What can you do to reuse an existing automation rule with some modifications?

Clone the existing rule and modify it Signup and view all the answers

Why is it important to evaluate the effectiveness of automation rules?

To identify areas for process improvement Signup and view all the answers

What can you do if you have multiple automation rules activated?

Reorder the rules to prioritize them Signup and view all the answers

What is the purpose of the Reorder option in Freshdesk's automation rules?

To prioritize rules in the correct order Signup and view all the answers

What is happening to the older version of Freshdesk on January 31, 2019?

It is being replaced with Freshdesk Mint Signup and view all the answers

What is the primary use of automation rules on Time Triggers in Freshdesk?

To streamline workflows and enable quick responses to pending items Signup and view all the answers

What type of conditions can be used to trigger an action in automation rules on Time Triggers?

Both ticket properties and time-based conditions Signup and view all the answers

What is the limitation of automation rules on Time Triggers compared to Ticket Creation and Update rules?

They cannot be executed for Contacts or Company properties Signup and view all the answers

What can be triggered by automation rules on Time Triggers?

Different types of actions, including assigning tickets and sending emails Signup and view all the answers

What is the purpose of the time-based conditions in automation rules on Time Triggers?

To trigger an action after a certain amount of time since an event occurred on a ticket Signup and view all the answers

What happens when a condition is met in an automation rule on Time Triggers?

An action is executed Signup and view all the answers

What can be set up using automation rules on Time Triggers?

A rule to send tickets to agents who have been unattended for more than 48 hours Signup and view all the answers

Study Notes

Freshdesk Migration

Freshdesk will be replaced with the new Mint experience on January 31, 2019, and all data and configurations will remain intact.
Switching back to the old Freshdesk will not be possible after the migration.

Automation Rules on Time Triggers

Automation rules on time triggers execute an action whenever a condition occurs on tickets.
The rules run on all tickets every hour and execute when conditions match.
Time-based conditions can be set, such as hours since an agent responded on a ticket or hours since the first response is due on a ticket.
Automation rules can streamline workflows, enabling quick responses to pending items.

Conditions and Actions

Conditions can be set based on ticket properties like ticket status, priority, or type.
Time-based conditions can trigger an action after a certain amount of time after an event occurs on a ticket.
Actions can be triggered based on the conditions, such as automatically assigning the ticket to specific agents/groups or sending emails to them.

Conditions and Actions Not Available for Time Triggers

Automation rules on time triggers cannot be executed for Contacts or Company properties.
The following conditions and actions cannot be used:
- Conditions not available:
- Actions not available:

Pre-Configured Automation Rules

Freshdesk provides a set of pre-configured automation rules that automatically execute based on the specified conditions.
The rules are enabled by default and can be turned off or modified based on requirements.
Rule 1: Automatically closes resolved tickets after 48 hours.
Rule 2: Assigns tickets to the Escalations team when a ticket has been overdue for a long time.

Creating and Managing Automation Rules

Automation rules can be created and edited based on specific conditions and actions.
Rule statistics can be viewed to evaluate the effectiveness of automation rules.
Cloning rules allows reusing existing rules with modifications.
Reordering rules allows rearranging the order of activated rules.