<\/span>2. Collaboration tools<\/span><\/h3>\n![\"\"](\"https:\/\/salesdorado.com\/wp-content\/uploads\/2022\/03\/screely-1647089799489.jpg\")
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This is one of Freshdesk’s key features: simplifying the issuing of support tickets and facilitating collaboration between agents. Here are some of the most useful tools:<\/p>\n
\n- Shared ownership and agent collision detection:<\/strong> Tickets can be allocated by agent and prioritized. With the filter function, your agents can focus directly on priority tickets.
\nIf several agents are working on the same support ticket, the helpdesk informs them of the status. You avoid 2 agents working on a ticket at the same time without knowing it!<\/li>\n- Customized ticket status:<\/strong> keeps you informed of the status of each ticket. Thanks to the customization tool, you can create the categories most relevant to your structure.<\/li>\n
- Parent-child ticketing:<\/strong> The parent-child ticketing feature lets you divide tickets into smaller, more manageable tasks. The same team can work on it in parallel.
\nAnother option is to merge similar tickets and send a single status update for all.<\/li>\n- Pre-set answers:<\/strong> Freshdesk remembers common answers to problems raised by customers. Your agents can answer common customer questions faster and more efficiently.<\/li>\n
- Gamification:<\/strong> This is one of Freshdesk’s special features. The platform enables you to initiate healthy competition between your employees, boosting their productivity. The aim is to win as many points as possible.
\nYou can then reward the best agents according to various criteria: best overall score, highest customer satisfaction rate, fastest resolution time, etc.<\/li>\n<\/ul>\n