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Driving Traffic to Freshdesk Help Center and Forum

Posted on 29 Nov 01:00 am



Great Freshdesk help center and forum are such tools that work for you at all times - 24/7. However, what’s really important, they should be easily found. When customers can access the information they need, they can resolve their issues quickly and without the involvement of your customer service agents. This will automatically lead to a higher satisfaction level, as they will be thankful for self-service options that can save a lot of time. Otherwise, they would have been waiting for a written or oral response without any other alternative.

Furthermore, a well-developed and maintained help center, together with a forum community, can lower the number of incoming calls, chat messages, and tickets. This way, your staff will be able to focus on the most complex issues requiring their attention.

Yet, there is no point in having the portal if no one or just a little number of people are aware of it. Traffic is the fuel that will make the self-service machine work to your advantage. Directing people to these places will allow them to help each other, exchange experience, and provide you with valuable and real feedback in return.

Use an auto-suggest solution on the stage of ticket inquiry

Configuring auto-suggest solution articles in accordance with the ticket subject is simpler than you can imagine. At the same time, it would help reduce ticket volume by showing the relevant content on the stage when the ticket has not been submitted yet.

You can enable the "Auto-suggest solutions while creating a new ticket" option in your Freshdesk help center under Admin-->Portals-->Settings.

Direct customers to your Freshdesk help center when dealing with tickets

Use the materials published in your support portal for answering the questions in the tickets by sending the relevant links. This way, you will show your customers an easy-to-use self-help instrument, and the chances are that next time, this user will go to the Freshdesk portal first before submitting a new ticket.

However, it’s crucial to provide comments to the link and maybe highlight the right part from the article in your ticket response. Avoid sending the links alone. It’s better to present them as additional information.

Promote new help center materials

Whenever you publish a helpful piece of content, add something new, or give a review on the common issue, try to promote this across the marketing channels of yours to attract people. You can make a post in the forum and social media pages, send a newsletter, and highlight a new article on the main page of your Freshdesk help center.

Including a link to an interesting piece of content in your regular newsletters is also a good idea. As a result, you will drive more people to your forum and portal.

Integrate links throughout all content

Integrating links leading to relevant pages of your help center and forum across your online resources is another hint of driving quality traffic. Furthermore, you can add value to your authority by creating a footer on your pages that contains links to your website, social media profiles, and posts, YouTube channel, and videos as well as blog posts.


And last but not least, you need to make sure that your Freshdesk help center and forum are kept in order and up-to-date. Otherwise, you may lose the trust of your customers in these resources if they find them not helpful.

It's time to get your ideal support portal!

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