Hi everyone,
I’m looking for some practical suggestions on improving customer support response times without reducing the quality of support.
Our team receives a mix of simple questions, technical issues, and requests that require follow-up. Sometimes tickets remain open longer than expected because they need to be assigned to the right person or require information from another team.
What are some effective ways to organize ticket assignment, prioritization, and follow-ups in Freshworks? I’d also be interested in hearing how other teams use automation, workflows, or reporting to identify tickets that may be delayed.
Any recommendations or examples from your experience would be appreciated.
Thanks!
