It takes a team to deliver great customer support
Freshdesk helps you work together with team members from across the company to provide quick and consistent answers to your customers.
COLLABORATION SHOULDN’T BE THIS HARD
Support agents often need input from other internal teams to resolve an issue. However, without visibility into the progress being made by the other team, agents lose a lot of time in back-and-forth communications. All context is lost, resolution becomes delayed and the quality of your service takes a hit.
Bring everyone required for the resolution of the issue into a Team Huddle on the ticket and cut out the communication back-and-forth. With a record of all the interactions available right beside the ticket, everyone can understand the issue in full context, or chat to get more information.
Share ownership of tickets with other teams without losing visibility and access to it, so that teams can work on the issue in parallel and stay in the loop regarding progress on the ticket. With the customer-facing agent having up-to-date information concerning the issue, you always have an answer for the customer.
Resolve issues faster by splitting tickets into smaller tasks that respective teams can work on in parallel. With Parent-child Ticketing, the ticket is resolved only if every team completes the task assigned to them, so that each internal team is accountable for their role, and the ticket can be resolved only if every team has played a role.
When there is a sudden surge in incoming support tickets, start linking similar issues together and send status updates on all related tickets in one go. All the agents involved have up-to-date information on the progress being made with the issue, and can send consistent replies to their customers.