team huddle

Huddle up: Internal conversations when and where you need them

Written by on September 15, 2017

Technology has greatly simplified our lives, but there’s still a surprising amount of roadblocks along the way to actually getting things done. Juggling multiple tasks and switching between them inevitably leads to distractions and slowdowns. In customer support, it’s easy to see how these hurdles could prove costly; and yet, it’s usually impossible to manage every facet of your support without leaving your helpdesk.

You check your email for notifications, you use spreadsheets to keep track of ongoing issues, you switch to a CRM to get more information about your customer, you go over to another tool to check information about your product…the list of potential distractions is endless. The most grievous shortcoming, perhaps, is that you have to switch to another product entirely if you want to have a conversation with your team. And not to mention that the person you’re getting in touch with has lost all context because of the volume of chats on an external tool, and it’s almost impossible to find the particular message you want at a later time. If you’re to remain focused and do the best that you can, you need to be able to access everything you need without constantly switching back and forth and losing the momentum you’ve built up.

The helpdesk software you use should facilitate that kind of seamless operation; and that’s where Team Huddle, one of the largest steps towards true single-platform customer support, comes in.

Team Huddle lets agents on a helpdesk chat with each other right on the ticket page. A simple mention of a team member – using the ‘@’ symbol – on a discussion will immediately loop them in on the ticket and, from there, it’s as simple as texting.

This can be a lifesaver at times when you aren’t sure how to respond to a ticket. Just ask people for help using the discuss button, or simply highlight the part of the ticket you want to talk about and start a discussion from there. Even something as basic as checking in with someone else about a status update becomes ridiculously simple. You’ll get a notification whenever something is said in a discussion you’re part of, and you can jump right into the conversation. Reassigning tickets and waiting around for them to come back to you is a thing of the past.

With Team Huddle, the conversation that happens on any ticket is easily accessible, and anyone can understand the context around that ticket immediately. You don’t have to go through every inch of your conversation history on a completely separate tool like Slack or Hangouts just to find that one detail about that one ticket – all you’ve got to do is open the ticket and just read the conversation there.

The most obvious benefit is that your customers don’t have to spend as much time waiting to get an update on their issue; because it doesn’t take as long for people on your team to get back with information, you end up resolving issues that much faster. This level of instant collaboration just isn’t possible with most customer support setups, but the benefits it provides – streamlining the agent workflow and ensuring speed and consistency for the customer experience – are undeniable.

You can learn more about using Team Huddle to its full potential here. What do you think of the feature? How does it help you? How can we make it better? Let us know!

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