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Hi everyone,

I run customer support for MountainOffroad.com, where we sell Jeep and off-road vehicle parts. Many of our tickets are product-specific, like compatibility questions (e.g., “Will this skid plate fit a 2020 Toyota Tacoma?”) or order-related issues.

I’d love to hear how other eCommerce or parts-based businesses are using Freshdesk to:

  • Tag or categorize tickets by product

  • Use canned responses or dynamic content

  • Route tickets based on product type or department

  • Link tickets with product listings or inventory

We’re aiming to speed up our response time and reduce back-and-forth for our technical team. If you’ve handled something similar — whether for auto parts or another niche eCommerce setup — please share your workflow or automation tricks!

Thanks a lot — looking forward to learning from your experience.

Great question, Robert — we deal with something similar in eCommerce support. A few things that worked well for us:

  • Product-based ticket fields: We added a dropdown for product type/sku so tickets can be auto-tagged at creation.

  • Canned responses with dynamic placeholders: Helps when answering compatibility questions by pulling in product names automatically.

  • Assignment rules: Tickets tagged “Jeep” route to one team, while “Toyota” route to another. Keeps the technical folks focused on what they know best.

  • Linking tickets with product pages: Freshdesk allows custom apps — we linked ticket view to our product catalog so agents can instantly verify fitment or stock status.

 

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