With a ticketing software, convert every email your team receives into tickets, prioritize, track and follow-up on customer requests from one place. This will help your customer support team communicate better with customers, and handle issues more efficiently.
Categorize and direct incoming tickets to the right teams using Freshdesk’s business rules. Make sure the workload is balanced and automatically assign tickets to agents based on skill or availability. Save time and resources by not having to manually forward tickets when they come in.
As an agent when you are working on tickets or accessing articles, characterizing them by adding a tag would help to track and segregate them with respect to issues or requests.
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