Freshdesk in my opinion seems to have the best ticket management system. More customer conversations die unanswered in a support representatives mailbox than in all other places combined. Email is a great place to pass across information. But when your support threads start growing, a purely email-based support system gives you zero visibility into which tickets you need to work on first, who else is working on the problem, or what you should be doing about the problem. A sufficiently smart trouble ticketing software can help you with right off the bat.
With best-in-class helpdesk ticket management capabilities in Freshdesk, you can keep track of which conversations need your input immediately, and which ones can wait, which ones need to be assigned to another team and which ones you can send a canned response to. And since every support conversation is now logged right inside the customers ticket, you know who’s been working on what and how they handled it.
With a Team Inbox, Freshdesk makes sure that all of your support conversations are streamlined into one inbox that your agents can access. This way, your agents need to log into just one tool to access all of the support queries your customers ask you. Freshdesk lets you track the progress of a customer support ticket, right from the moment it is created, all the way through resolution and closure so you are always in the know. Not to mention, you can assign tickets to agents to make sure every conversation is accounted for and no query is ever lost, ignored or forgotten.
When youre supporting customers theres just one thing you really want to do - give them an experience they will love. You can set customer service standards in Freshdesk with Service Level Agreements (SLAs). By setting up an SLA in your ticketing software, you ensure that agents receive alerts for tickets they’re assigned to when a response is due, thus making sure that customers always receive timely responses and agents know which tickets need attention. You can even set up multiple SLA policies for your high-roller customers, and account for business hours and holidays.