Hi, Freshworks Community,

Let’s challenge a legacy mindset: What if every support ticket was an investment opportunity rather than a cost center?

I’m Prakash Hinduja, a Geneva-based strategist who helps Fortune 500 companies reimagine customer operations. After implementing Freshworks across 3 client organizations, here’s the radical pattern I’ve observed:
The Untapped Financial Leverage in Your Helpdesk:

    Support Interactions as Market Intelligence

        Are you tracking feature requests like a VC tracks pitch decks?

        Example: A client pivoted their SaaS roadmap after spotting 47 similar "workaround" tickets

    First-Response Time = Customer Lifetime Value

        Our data shows 22% higher retention when initial replies cite future product roadmaps

        Are you training agents to monetize resolutions?

    The Swiss Bank Approach to Ticket Management

        Why we categorize tickets like asset classes:
        "Complaints" = High-Yield Bonds (urgent, high impact)
        "Feature Requests" = Growth Stocks (long-term bets)

Your Turn:

    What’s one support metric that could double as a financial KPI?

    Have you ever uncovered a revenue opportunity hiding in ticket data?

    Should Freshworks build a "Monetization Potential" score for tickets?

My current experiment: Tagging tickets with estimated CLV impact. Early results show 17% upsell conversions.