Hi Freshworks community!

We recently helped a client optimize their Freshdesk setup and saw response times drop by 40% while improving customer satisfaction scores. Here are some key takeaways from our experience:

 Automation Wins:

• Built custom workflows to auto-route tickets by urgency/type

• Implemented canned responses for common inquiries

• Set up SLA policies with escalations

 Pro Tip: The "Observer" role was a game-changer for training new agents without risking live ticket mishaps.

Our team at Expert Consultants specializes in helping businesses maximize their Freshworks investment. We'd be happy to answer any questions about our approach!

Question for the group: What's been your biggest Freshdesk implementation challenge?