Because it is chaotic.
It is complicated to provide support through e-mail. Complex structures of folders and codified labels with different colors are needed so that you can control incidences; also, if the number of tickets rises, collaboration gets out of control.
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A complete support agent includes happy customers; Freshdesk has been created to help you do that.
Only by logging in, your agents can start to solve customers' problems immediately thanks to the intuitive and easy user interface.
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Answer and resolution rules are defined for each ticket so that agents can be well-informed about the deadline. A quality service contract in your management system of tickets allows you to tell both the customer and the agent the estimated time of answer and to measure how many agents can meet the established deadlines.
You can redistribute the amount of work or add more people to the team so that you can achieve the SLA. You can even set automatic callbacks to the agents or bring the issue to the managers when the SLA has not been followed.
You can improve your Help Desk with automation tools that work 24 hours and that make sure that the support process is simple.
You can automate routine tasks in your Help Desk, such as establishing priorities, following up tickets and other operative tasks that help you provide support service. This way, your work team can use their time in a better way and create the perfect support experience for your customers.
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Numbers, agents' answer time, resolution of SLA, or created ticket can be analyzed according to the ticket properties, such as status, agent groups or type, among others.
You can accelerate your support by identifying bottlenecks and analyzing problematic tickets right from the report.
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You can control every pending service task, obtain updates through push notifications and manage your daily calendar from the Freshdesk mobile app.
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You can choose your service task, locate your customer and browse through it until your next appointment from the Freshdesk app.
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You can add notes, photos, update your service tasks and keep Help desk agents informed from your mobile phone.
