VIP組織の優先度を設定するためのFreshdeskシナリオ設定方法：ステップバイステップガイド

We all know that some customers are, well, a bit more valuable than others. Giving them a premium support experience isn't just about being nice; it’s a smart business move. These VIPs are often a huge chunk of your revenue, and keeping them happy means keeping them around. The problem is, manually trying to spot and prioritize their tickets as they come in is a surefire way to let things slip through the cracks.

Thankfully, Freshdesk has some powerful built-in tools to help you automate this. This guide will walk you through practical, step-by-step Freshdesk scenarios to set priority for VIP organizations. We'll cover everything from how to define your VIPs to building automated workflows that give them the fast-track treatment they deserve. We’ll also look at how you can take things a step further with AI.

What you'll need to get started

Before we get our hands dirty, let's make sure you have a few things lined up:

• Admin access to your Freshdesk account. You'll need the right permissions to create and manage automation rules and SLA policies.

• A Freshdesk Pro or Enterprise plan. Some of the features we'll be using, like custom SLAs, are only on these plans.

• A clear idea of what a "VIP" is. How do you define them? Is it based on their subscription plan, how much they spend, or maybe their strategic importance? Get this clear first.

How to set priority for VIP organizations in Freshdesk

Let’s walk through a few different ways to get this done, from the basic setup to more advanced automation.

Step 1: Define and tag your VIP organizations in Freshdesk

Okay, first up: Freshdesk needs a way to know who your VIPs are. You can’t automate priority for them if they’re invisible in the system. The most straightforward way to do this is by using company fields.

• Create a custom company field. Head over to Admin > General Settings > Customer Fields. Under the "Company" tab, add a new dropdown field. You could name it "Customer Tier" and give it options like "Standard," "Premium," and "VIP."

• Update your company records. This next part is a bit manual, but it's essential. Go through your list of organizations in Freshdesk and assign the right tier to each one. This initial setup is what powers all the automation that comes next.

Step 2: Create a dedicated SLA policy for your VIPs

Think of an SLA (Service Level Agreement) as your promise to customers on how quickly you'll respond and solve their issues. Setting up a separate, faster SLA for your VIPs is a concrete way to show them they’re at the front of the line.

Based on the official Freshdesk documentation on multiple SLA policies, here’s how you can set one up:

1. Go to Admin > Team > SLA Policies.

2. Click Add new policy and give it a clear name, something like "VIP Customer SLA."

3. Under "This policy should apply to tickets that match ALL of these conditions," set the condition to Companies > Customer Tier > Is > VIP.

4. Now, define your SLA targets. For each priority level (Urgent, High, Medium, Low), set the response and resolution times. For VIPs, you'll want these to be much shorter than your standard SLA. For instance, an "Urgent" VIP ticket could have a 15-minute first response target and a 2-hour resolution time.

5. Save and enable the policy. The last, very important step is to drag this new policy to the top of your SLA list. Freshdesk applies the first policy that a ticket matches, so you want to make sure it checks for VIPs first.

Step 3: Build automation rules to instantly flag and route VIP tickets

With your VIPs tagged and their special SLA in place, it’s time to build the workflow that kicks into gear the second a VIP ticket lands in your queue. This automation rule is what makes sure the ticket gets flagged and sent to the right people immediately.

Drawing from Freshdesk's guide on ticket creation automations, here’s what to do:

1. Navigate to Admin > Workflows > Automations and click on the Ticket Creation tab.

2. Click New Rule and name it something obvious, like "VIP Ticket Triage."

3. Under On tickets with these properties, set the condition: Companies > Customer Tier > Is > VIP.

4. In the Perform these actions section, you can add a few useful actions:

   • Set Priority as > High (or Urgent, your call).

   • Assign to Group > Choose your senior support or dedicated VIP team.

   • Add Tag > Pop on a "VIP" tag so you can easily filter and report on these tickets.

   • Send notification to Slack or Teams > Give your VIP support channel an instant heads-up.

5. Save and enable the rule.

So, what does this all mean in practice? When a new ticket arrives, your workflow checks if the company is a VIP. If it is, the ticket is instantly assigned the faster VIP SLA, marked as high priority, sent to the right team, and tagged for visibility, while your team gets a notification. If the company isn't a VIP, the ticket just continues through your normal process. Simple as that.

Step 4: Go beyond rules with AI-powered prioritization

The tools built into Freshdesk are solid, but any system based purely on rules has its blind spots. They can be a bit rigid. They need you to manually update them, and they can’t really pick up on nuance. What happens if a major customer isn't tagged as a VIP yet? Or what if a ticket's wording screams "urgent" even if it's marked as "low priority"?

This is where adding a layer of AI can make a huge difference. Instead of just following rules you’ve set, AI can understand context.

An AI support agent like eesel AI works with your Freshdesk account to make these workflows smarter.

• It learns from your history. Instead of just following rules, eesel AI actually looks at thousands of your past tickets. It figures out what an urgent or high-value conversation really looks like, even if the customer doesn't have a "VIP" tag.

• It connects to your other tools. It doesn’t just sit inside Freshdesk. eesel AI can link up with your CRM, billing system, or internal docs. This lets it do some pretty cool things, like checking a customer's lifetime value on the fly to decide if they need the VIP treatment, and then automatically tagging and routing the ticket for you.

• You’re in complete control. Getting started takes minutes, not months. The setup is completely self-serve, letting you connect Freshdesk with a click. From there, you use a simple workflow builder to decide exactly which tickets the AI should handle and what it should do with them, no developers needed.

With an AI agent helping out, your prioritization becomes more dynamic and intelligent, catching critical issues that a rigid, rule-based system might miss.

An AI agent drafting a reply in Freshdesk, showcasing how AI enhances Freshdesk scenarios to set priority for VIP organizations by understanding context beyond simple rules.

Common mistakes to avoid

Putting your Freshdesk scenarios to set priority for VIP organizations into place is a great move, but here are a few common tripwires that can mess things up.

• Promising the impossible with your SLAs. It's tempting to set a lightning-fast 15-minute response time for VIPs, but if you don't have the team to back it up, you're just setting yourself up for failure. A missed SLA feels worse to a customer than a slightly longer one you hit every time. Start with goals you know you can meet and tighten them up as your team gets more efficient.

• Forgetting to maintain your VIP list. A customer's status isn't set in stone. Make a habit of auditing your company records in Freshdesk to make sure your VIP list is current. If you don't, you might end up giving standard service to a new VIP or rolling out the red carpet for a former one.

• Not communicating with your team. If your support agents don't understand why a ticket is marked as VIP or what the SLA actually requires of them, they can't deliver the service you're promising. Make sure your VIP workflows are clearly documented and are a part of your agent training.

• Relying only on manual updates. Manually tagging every single VIP company is just asking for human error. Whenever you can, automate the identification part by syncing data from your CRM or using an intelligent tool to flag high-value customers for you.

From reactive rules to proactive, intelligent support

Getting these automated workflows running in Freshdesk is a huge step toward giving your best customers the top-tier service they deserve. Using company fields, custom SLAs, and automation rules builds a solid system for flagging and routing VIP tickets automatically.

But as you grow, you might notice the cracks in a system that only relies on fixed rules. The constant manual upkeep and the inability to adapt to unique situations mean that important tickets can still fall by the wayside.

Adding an intelligent automation platform like eesel AI helps you shift from a system that just reacts based on rules to one that proactively understands your customers. With its ability to learn from your past data and take custom actions using your other tools, an AI agent can help ensure every high-value customer gets the attention they need, every single time.

Ready to see how it could work for you? eesel AI is a radically simple, self-serve platform you can get up and running in minutes. Simulate our AI on your past Freshdesk tickets and see your potential automation rate today.