What is this helpdesk for?
As a support rep, the most important part of your job is to make sure that your customers are happy with your product or service, and that they know everything they need to use it properly. When they don’t, you need to make sure that you are available to answer their questions.
A lot of businesses start off with just an email address and a phone number for their customer support. They create a common inbox and share access credentials with everybody in the support team. And every now and then, they fill in each other on what’s been going on with the requests manually.
While this works when you have just one or two people doing support, things can get pretty chaotic when your team grows bigger, or when your customer base expands. Suddenly, there are a lot of questions; you miss out on requests, you take too long to respond and inadvertently end up frustrating your customers. It’s critical for you to get this sorted out quickly as it directly affects your business.
This is where Freshdesk comes in.
Freshdesk is a place for your team to work on support queries together. It makes your job easier by tracking each of your conversations separately as tickets.
You can also easily collaborate with your team by adding them as agents to your helpdesk. Once in, your entire team will be able to see who’s working on what ticket, their progress and even have internal conversations!