When developing our Freshservice environment I have made it clear to every stakeholder that the End User/Requestor/Customer Experience is the single most important part of our development. If it means that, behind the scenes, be it in the Service Desk or Infrastructure, or anywhere….we have to take extra steps that is fine as long as the Customer is treated well.

Making things easy for the Customer is only one step toward maintaining that Human Touch, we also:

• Have policies regarding mandatory personal follow-ups by the Agent if the customer has to send more than two emails and the issue is not taken of.  
• In some cases, we have added a mandatory Field “If we need additional information to help you would you like us to call you about this rather than receiving an email?” Yes/No.
• If the ticket ends up in the wrong department or needs to be escalated, this is communicated to the Customer along with the name and contact information of the person who is going to be taking over the case. Nobody wants to feel like a bowling pin at a clown convention getting passed along from person to person.

Something that Freshservice does that I have personally found to be an AMAZING personal touch is replying to some of my support tickets with personalized Videos showing me how to accomplish the things that I am asking about. That is truly some of the best customer service I have ever experienced.

Hope this helps!

Scott