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Replies posted by rmccrckn

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rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

Mission 1: Automate with Freshdesk | Challenge

Our Help Desk / Knowledge Base is focused on supporting systems for the fleet program.  As with all other support systems, once the word got out that we have a Help Desk, people immediately began to submit tickets for all kinds of fleet processes, processes that are unrelated to system support.  I had not anticipated this at first and for a brief time, my team did our best to support the end user.  This took a lot of extra time since we also had to reach out to the appropriate personnel to get the needed information and then answer/respond to the tickets ourselves.Since then, I’ve created custom ticket types for specific areas of the fleet.  I then created an automatic response for Ticket Types that my team does not support that include the support that my team does provide as well as the correct contact information for the issue they have.  This way, the end user can get immediate support for their issue and they will also have the contact information of the approriate team or team me

132022
Croy
Contributor
3 months ago

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