You have your super elite team of agents all trained and ready to give your customers their best support experience ever. Your agents put on their headsets and log in to your helpdesk, all ready to stun your customers!
Oh wait, they first need to run through all the tickets you have received, categorize them right, set the priorities and have them assigned to the right person for the job. What a drain!
Freshdesk brings in capabilities like the Dispatch’r, Smart Suggest and Scenario Automations that let you enjoy an automated support ticketing process.
The Dispatch’r is your smart helpdesk co-ordinator, built into Freshdesk. With the Dispatch’r, every incoming ticket gets automatically categorized and prioritized and even assigned to the right agent or support group within your team automatically. That means you can choose to have specific tickets automatically routed to the right agents or support groups within your team before your agents even log in!
With Freshdesk, you get a truly automated help desk solution. When faced with a toughie on a ticket, it makes sense for you to search through your knowledge base and identify solutions to similar issues. But in the world of “Google Suggest”, why stop with just search? Freshdesk goes even further and automates this for you with “smart suggestions” of possible solutions right next to the ticket. Even better, you can just click on the appropriate suggestion and have the corresponding knowledge base URL added in your response automatically.
Every help desk has a bunch of recurring scenarios and “standard” set of tasks that bog down your agent’s productivity. Why not get them automated with the click of a button?
Scenario automations in Freshdesk let you do just that. Now you can mark a ticket in your ecommerce store to “order fulfillment”, forward it to your ecommerce admin, and assign it to the order processing team, all in just one click!
Wasting time on repetitive tasks? Just focus on “customer smiles”!
Creating knowlege on-the-fly, right from your mailbox
You can modify, update or even reassign a ticket right from your mailbox?