A help desk like you have never seen before
Customer support created exclusively for your team
Freshdesk is a cloud service desk tool that allows through different mechanisms to connect with customers and provide service on the products supported in your company.
Certain features of this service include:
Service ticket management
You can convert all your conversations with customers into service tickets, in order to prioritize, categorize and assign them to the right team members in your company.
Freshdesk offers the following functions:
Team Inbox
Unlike email, our ticketing system has been designed to enhance team collaboration and agent productivity. This means you can do much more than just answer messages. You can prioritize each ticket based on keywords, assign each ticket to a specific agent and group so there is no confusion about who should be working on which ticket, and you can filter tickets based on specific properties so that the most important tickets are always front and center.
Collision detection
Check who else is reviewing and responding to a ticket.
Packaged responses
Save responses to common tickets and reuse them later.
Smart notifications
Receive notifications when updates to customer care tickets are available.
Customized ticket views
You can choose which kind of tickets you want to see first.
Consolidate tickets
Merge tickets that concern the same issues into just one ticket.
Activity log
View all agents and system activities related to a particular ticket.
Service Level Agreements (SLA) management
Prepare rules for each ticket in order to respond to and resolve each one, and that way ensure that agents are aware of the ticket deadline. Create an SLA across the help desk to record the estimated time between the customer and the agent to measure how many agents are able to keep on top of the established time threshold. Redistribute workload or add more people to the team based on SLA compliance. You can set up automatic reminders for agents and escalations to management in the case of SLAs not being met.
Reportes que te preparan para la acción
With a brief tour of the reports page, supervisors are able to understand how the help desk and support team is progressing. Every metric, such as agent response time, resolution SLA or ticket that has been created can be analyzed based on its particular properties, including status, agent group, incident type and more. You can streamline support by identifying bottlenecks and examining problem tickets directly from the report.
All this, in combination with the excellent overview provided by the Freshdesk helpdesk, will allow your company to enjoy happier customers and experience improved business opportunities moving forward.
At Zen, we provide all the necessary mechanisms for migration, implementation and support for all of Latin America.
