An online ticketing system streamlines how you communicate with your customers. Unlike email, it does not require the set up of multiple folder structures and color coded tags to prioritize and track relevant customer queries. It brings in customer conversations from multiple channels like phone, email, and social media into a single, easily accessible location where you get all the context you need. A good helpdesk ticketing system also lets you automate routine support tasks to increase the efficiency of your team and reduce excessive workload.
Freshdesk’s ticketing system is one of the most refined solutions out there and has a lot of extensive features that cater to your ticketing workflows. Here’s a look at what you can do with your tickets in Freshdesk.
Find out which tickets need your attention the most by creating customized ticket views. In your ticket view, you can set up multiple filters depending on different ticket properties like priority, status, type, company name and more. You can also save a particular ticket view for future use.
Create workflows to automatically prioritize tickets based on their importance. For example, workflows can be set depending on the customer’s location, the language they’re using, or even based on the subject line of their email. Freshdesk also lets you automate the assignment of tickets to agents based on their level of expertise.
Standardize service across your support team using service level agreements. Freshdesk lets you set SLA policies for the time within which agents should respond to and resolve tickets. You can even automatically remind agents or escalate issues to managers whenever SLAs are not met.
With Freshdesk’s customizable ticket forms, you can tweak the fields in a ticket to collect information from customers that will help you understand the issue better. You can add new fields or modify existing ones and ensure your ticket form collects all the relevant data required.
Freshdesk has agent collision detection features to prevent multiple agents from working on the same ticket. An agent will be notified whenever there’s another agent viewing or typing a reply on the same ticket. The agent can then quickly move on to other tickets without having to needlessly do repetitive work.
To save time on responding to common questions, Freshdesk lets you create canned responses. Your agents can insert canned responses in one click, without spending time typing manual replies. You can even organize these responses into folders and share them with agents for consistency in handling common issues.
“We were blown away when we saw Freshdesk. The combination of social, email, knowledge base, mobile, and gamification all together is what sealed the deal for us.”
“It’s very simple and very easy to understand. Moreover, It’s extraordinarily easy to follow up on issues or on tickets if you have Freshdesk.”
“Freshdesk absolutely decreased our stress and time spent on support, and improved our response time and quality.”