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Finding your Optimal Workflow

KA

Kiri Admin

The less time you use for servicing customer requests, the more time you have for improving your products and growing your business. This should never be at the expense of your customers, as they make or break your business.

Dashboard
Screenshot of the Dashboard

All of this can be achieved by making the most out of your Kiri helpdesk. Below are some tips and best practices to help you.

1
Set up views that sort your tickets. This way you can focus on your most urgent tickets first and easily divide tickets between your agents.
2
Make templates with many variables (names, tracking links, countries, etc.) for your most common responses. With this, you can apply a template for each response, make minimal changes and send it.
3
Be sure to build as many automations as possible to automate most queries, and receive relevant suggestions for the rest.
You'll find that automating initial replies for requests about shipping status/returns is quite easy, but automating sales emails might not be. However, the different replies for your sales requests are still limited. If you make apply automations for them, you'll easily be able to find and apply the correct template in a single click.
4
If you are an agent then make constant suggestions for your admins to improve your workflow.
5
Keep an eye on your dashboard to keep your first reply and resolution times as low as possible. Both customers and your business partners care most about how quickly they receive a reply and how fast their issue is resolved.
6
Ensure your efficiency metrics are high. They indicate how effectively you use templates and automations.
7
Set your ticket types manually if they are determined incorrectly. This will help the system learn and it will populate your suggested responses which can be applied in a single click.
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