Freshdesk - Breath of FreshAir

Prior to using Freshdesk - all L2 escalation was being managed via a “To-do” list based on a shared email inbox. We had no clear way to see who was doing what - timelines were delayed and our delay in finishing deliverables impacted other departments. We needed a way to see live all escalations for Opus 2 Products from internal and external teams - and bring our team in line with contractual client SLAs and internal OLAs. Freshdesk gave us the ability to accurately manage our teams allocation across all regions - and ensure we had SLA tracking in place. By utilizing alerts, ticket rules and other functions, we have been able to bring our First Response Time on Average to just shy of an hour. This is inline with our SLAs - considerably more than the previous 2hrs. Clients have reported back this improvement as a piece of positive feedback to our Account Managers - so the visible impact has been significant - especially as we start to roll out new solutions, where clients have considerably more queries.

Prior to using Freshdesk, we only offered an email address for logging incidents with our Product Support team. We now offer a Ticket Portal, Self-Help, Email and a Phone Service to customers to allow them to work in their most convenient method, whilst still enabling the agent to track, update and monitor progress of the incident.