More often than not, you’ll likely need more information from your customer or inputs from a different team before you can resolve a ticket.
Depending on your team’s workflow, you could keep track of tickets that are pending for different reasons by customising your ticket statuses. With the new update, time triggers can be set up for custom statuses and tasks can be automated based on how long a ticket has been in a custom status. This means that you can automate every aspect of your workflow and never stress again about missing out on a pending task.
This feature is available on the latest Estate and Forest plans.
Things you can do with this feature
Delight customers by being proactive in follow-ups
Sometimes, your customers may forget to get back to you when you’ve requested for more information from them. With this feature, automations can follow-up after a day or two of a ticket waiting on a customer. It’s that simple to let your customers know that you care.
Collaborate more effectively
Different features in Freshdesk make it easy to get in touch with people you need help from. But what happens when they forget to respond to you on time? As a manager, how can you avoid escalations between teams?
By using time triggers on custom statuses, tickets with dependencies are brought to attention of the right people before it gets too late. As an example, an ecommerce company that requires the help of the billing team would use a status called “ awaiting billing team’s inputs”. Automation rules can remind the billing team if a ticket has been pending on them for too long, and escalate the ticket if it breaches your internal SLA with them. You can ensure that no customer gets a late response because of dependencies between teams.
Quantify delays
By making use of automations to tag tickets that have been in a status for too long, you’ll be able to identify which stage in your ticket lifecycle causes delays in resolution or response times. As examples, you can quantify how often your customers forget to get back to you, or how often your collaborators cause delays in getting back to customers. By filtering your reports based on tags, you can understand the volume and the frequency of such incidents.
Drop a comment if you need any help in understanding how you can make use of this feature.