EduPublish's customer support team was overwhelmed with the volume of tickets they received daily. Manual ticket management was not only time-consuming but also led to errors and delays. Deskhero's ticket management feature provided an efficient solution to this problem.
Deskhero's AI capabilities were particularly beneficial in handling repetitive queries. By leveraging OpenAI Embeddings from previous tickets, the platform could generate suggested replies, reducing the time and effort required to respond to such queries.
Deskhero's kanban board feature allowed EduPublish to visualize their workflow, track ticket progress, and identify bottlenecks, further improving their productivity.
EduPublish also used Deskhero's user groups feature to categorize tickets based on the type of customer - authors, researchers, readers. This categorization helped in prioritizing tickets and assigning them to the right team members.
By leveraging Deskhero's advanced AI capabilities, EduPublish was able to significantly reduce their support team's workload, improve response times, and enhance customer satisfaction.
How does Deskhero's AI capabilities help in ticket management?
Deskhero's AI capabilities leverage OpenAI Embeddings from previous tickets to generate suggested replies, reducing the time and effort required to respond to queries. This automation significantly improves the efficiency of ticket management.
Can Deskhero help in visualizing the workflow?
Yes, Deskhero provides a kanban board feature that allows you to visualize your workflow, track ticket progress, and identify bottlenecks.
Can we categorize tickets with Deskhero?
Absolutely. Deskhero allows you to categorize tickets into user groups based on the type of customer. This categorization helps in prioritizing tickets and assigning them to the right team members.
* This article provides an example of how a fictive company in the Academic journal publishing industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.