collaboration on support

Fresh New Ways to Collaborate on Support

Written by on April 12, 2017

Customer support involves dealing with different kinds of customers and solving different kinds of problems everyday. Depending on what kind of business you have, this can mean completely different things. This will also play a role in how you choose a helpdesk software.

If you run an online store, you might need to help customers with their orders, informing them where it is and getting it to them on time. If you’re selling software, customer service might mean troubleshooting bugs that users found in your app and getting them fixed. When it comes to the various activities and challenges that support entails, every business is unique.

Despite these differences, there are certain things that are common across all support teams – like the fact that they have to rely on the work of different people to resolve customer issues. After all, even common complaints like bugs, product replacement or delivery rescheduling requests involve the work of someone outside the core team. They’re expected to work with Dev, Supplies and sometimes third-party service partners to resolve these tickets.

Support is undeniably a collaborative effort. And even though this is quite a fundamental function of support teams, cross-functional collaboration on support is still not as straightforward a process as you’d expect it to be. In fact, they can get so complicated that it becomes hard for both the customer and internal stakeholders to keep track of what’s happening.

collaboration in support

Not the most efficient of workflows, is it?

Collaboration in support can have a number of benefits, both for the organization’s core growth and the customer experience. However, convoluted workflows can waste those opportunities. Organizations lose out not only on forging real connections with customers and making them happy, but also on utilizing their one direct point of customer contact to inform, guide and improve their businesses.

While there’s no magic bullet that will make support less dependent on other teams, we believe that we can help you ensure that your brand’s customer experience is always top-notch by empowering you to collaborate across teams in an organized and efficient manner.

And we’re going to start off on our quest by giving you three exciting new features. Get them for your helpdesk here!

 

Shared ownership

Share tickets with internal teams and work together to resolve issues

As the name suggests, Freshdesk’s shared ownership feature allows you to share ownership of tickets internally across teams.

The idea is to make your support process simpler and help your agents be more efficient when they work on tickets together. They no longer have to lose all access and visibility into a ticket when they reassign it to another team for a task to be completed, or pester other teams for updates. They don’t have to go through several reassignments to respond if their customer reached out to them when work was still in progress on the ticket.

With shared ownership, agents can see customer issues through to resolution, communication regarding the ticket becomes easy, and everyone involved can have full context on the complaint as well as any intricacies that surround it. The clarity in this workflow enables all concerned parties to work together in delivering the best support experience possible.

Shared ownership might be especially useful to you if you get a lot of tickets that need input from third-party services that your business is partnering with. We think this is going to be a game-changer that will raise the bar on good support even higher.

Learn more about the feature here.

Shared ownership is available on the Estate and Forest plans. Go to our marketplace and get shared ownership for your helpdesk here!

 

Parent-child ticketing

Split a ticket into child tickets for different teams to work on their respective tasks concurrently

Freshdesk’s parent-child ticketing feature makes collaboration a breeze on all those tickets that require several different tasks to be completed for their resolution. For example, in order for your business to resolve a replacement request, you may need QA to check the product for defects and schedule it for repair or recycling, while Supplies will have to dispatch a new replacement product. Instead of completing each of these tasks by individually reassigning them, you can now split the tasks into child tickets to be assigned to agents from the respective teams.

With all the different tasks being worked on simultaneously, ticket resolution times can be brought down without compromising on quality because the parent ticket can only be closed when all the child tickets are resolved. The support agent in charge of the complaint always knows what’s going on, and can easily communicate with other agents through one platform. Enabling easy and hassle-free collaboration, parent-child ticketing is a feature that you might find yourself using in a lot more situations than you think.

Here’s a quick overview of how it works.

Available from the Garden plan. Get parent-child ticketing for your helpdesk here!

 

Linked tickets

Keep track of multiple customers reporting the same issue and resolve them together

With linked tickets, agents can now link several related tickets together to keep track of larger-scale issues. When you’re receiving a flood of tickets over server downtime or receiving similar feature requests over half the year, linking them together under a tracker ticket ensures that none of them are forgotten or lost. Communicating on these tickets is incredibly easy: all your Dev team needs to do is send internal broadcast messages to the linked tickets to update the respective agents with the latest information on getting the site back online, for example.

As a result, all your customers will receive clear, consistent updates with next to zero delay, making for an impeccable support experience even during crises of significant magnitude.

Learn more about linked tickets here.

Available from the Garden plan. Get linked tickets for your helpdesk here!

 

Freshdesk’s shared ownership, linked tickets and parent-child ticketing features empower you to collaborate on support in a seamless manner. They not only help you reduce resolution times, but also maximize your opportunities for meaningful customer interaction. These features make Freshdesk the ultimate helpdesk software to enable collaboration in your support team. By greatly simplifying cross-functional collaboration in support functions, our three new features can give your business the advantage in customer experience, so give them a try!

Be sure to tune in to the Freshdesk blog to find out how these features can help you solve helpdesk inefficiencies you never thought you’d be rid of.

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  • Alessio Fattorini

    All on garden or above. What’s a pity :-

    • Sajesh Krishnadas

      Our plans and features basically reflect the requirements of businesses as they grow and these features specifically have advanced workflows and improved ways to collaborate within the team plus it compliments well with other features in the respective plans. Kindly reach out to us for more information and we can discuss over your requirements.

      • Scott C

        Definitely a pity that these features are Garden only and above. Good political answer that – I guess your reasoning is that smaller customers don’t need the features – and if you really do need the features then upgrade 🙁

  • Yeah! Garden is 35 USD per 1 user and it is too expensive to have that main future.

  • Andrea Piccioni

    The parent-child extension does not meet our expectations: it won’t allow you to set a ticket as child to another one, but only to create a new child starting from a parent one. I would call this app “Main Task – Sub Tasks” instead.
    This one here is stil lthe best:
    https://support.freshdesk.com/support/discussions/topics/313829
    Ciao

    • Vikram Naval

      Hi Andrea,

      Thank you for the feedback. Could you help us with your business use case to understand this better?
      Under what scenarios would you like to set an existing ticket as a child ticket ?

  • teacher carli

    We definitely appreciate the “linked tickets” feature!

    • Sajesh Krishnadas

      Thank you Carli, made my day!

  • Jason Neill

    WOW… this is what we were looking for! Our demo is going great so far.

  • Excellent topic on Linked tickets