Feature Update Announcement: Alerts Module Enhancements
Over the past month, we’ve been hard at work delivering several enhancements to the Alerts feature in Freshsuccess that focus on improving productivity and saving time for customer success managers (CSMs) who use the tool.
Here’s a summary of the changes, with explanations and screenshots that break things down for you.
We’ve automated task creation from alerts.
Freshsuccess admins can now automatically create tasks from an alert and assign the task to a CSM.
When creating a new alert rule, admins can now choose between automatically creating tasks from alerts or leaving that option to the CSM to deploy the tasks listed in the Alert playbook manually.
Simply navigate to Settings—> Management Center—>Alert Rules and choose ‘automatically’ if you’d like the rule to convert alerts into the task automatically or ‘manually’ if you’d like the CSM to do so.
Quick note: You’ll notice that when a task is created from an alert automatically, the task name and description get picked up from the alert name and description.
We even added a thoughtful touch – when creating a task from an alert, the task slider that opens up carries the account and category fields auto-populated!
We’ve merged ‘Alert type’ into ‘category.’
We understand the benefits that come with fewer fields when tracking indicators within a tool. To reduce the redundancy of having many similar fields and to ensure consistency across the product, the alert type field is now absorbed into category.
You’ll notice this change in quite a few places across the product – specifically in elements associated with Alerts.
For starters, under Alert Rules in the Management Center, when creating a new alert, the alert type is now category:
The Alerts section within an account page is another example where the alert type is replaced and merged as category:
Finally, tasks will no longer have two separate columns for category and alert type, they’re now merged as a single column (category), and the alert ID shows up without truncation:
We’ve updated the work interface consequentially.
On the dashboard, the Action column in the Open Alerts section now comes with a few nifty icons that allow a user to
- create a task associated with the alert instantly,
- view a previously created task (user can’t create additional tasks in this case), or
- dismiss an alert.
You can also see Action icons on the Alerts page under Reports.
When filtering by open alerts, the Actions column allows the user to create a new task, view a task, or dismiss the alert:
When filtering by dismissed alerts, the user can create new tasks and view tasks:
The Alert ID makes a prominent comeback.
Based on feedback, we concluded that the alert ID could ease things when sharing/clarifying which tasks were associated with specific alerts.
When a task is created from an alert, the alert ID features on the task page on the top left.
When a user clicks on the alert ID, they’re taken to the alerts page with the alert number populated in the search bar with the search result present on the page.
You will notice that the Alert ID is now added as a column to the alerts page under the reports module.
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If you’d like to learn more about creating Alert Rules and using Alert Playbooks, be sure to enroll in our Academy course on Freshdesk Customer Success.