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.
All of this can be achieved by making the most out of your Kiri helpdesk. Below are some tips and best practices to
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.
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.
Be sure to build as many automations as possible to automate most queries, and receive relevant suggestions for
You'll find that automating initial replies for requests about shipping status/returns is quite easy, but
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.
If you are an agent then make constant suggestions for your admins to improve your workflow.
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
Ensure your efficiency metrics are high. They indicate how effectively you use templates and automations.
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.