I love how much we can optimise and configure our Helpdesk with Freshdesk. We barely need to reach out to them. To deal with our large amount of queries from students and staff we are able to customise our SLAs to keep every department accountable and proactive to deal with any tickets. As we have plenty of routings in our Helpdesks it is easy to adjust elements. One team may be able to respond quite quickly whereas another team may take longer to respond. The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students. We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient. Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.

La plataforma es intuitiva, lo que facilita a los agentes y administradores navegar y realizar tareas de manera eficiente.

Los flujos de trabajo y las plantillas flexibles son muy útiles para desarrollar procesos según tus necesidades.