Gamma Education receives a high volume of support tickets every day, ranging from course inquiries to technical issues. Managing these tickets was a time-consuming process, and they needed a solution that could help them handle this workload more efficiently.
By implementing Deskhero, Gamma Education was able to leverage its advanced AI capabilities to automate their ticket management process. The AI uses OpenAI Embeddings from previous tickets, knowledge base articles, uploaded files like policies/manuals/presentation and scraped website data to understand the context of a ticket and generate suggested replies. This has significantly reduced the time spent on each ticket, leading to faster response times and happier customers.
Gamma Education also uses Deskhero's Kanban board to visualize their support process. They can easily track the status of each ticket and identify any bottlenecks in the process. This has helped them improve their workflow and increase their efficiency.
Furthermore, Gamma Education uses Deskhero's custom fields and user groups to categorize tickets and assign them to the right support staff. This ensures that each ticket is handled by someone with the appropriate expertise, improving the quality of their support.
Overall, Deskhero's advanced AI capabilities and other features have enabled Gamma Education to streamline their support processes and handle a larger volume of tickets more efficiently.
How does Deskhero's AI improve ticket management?
Deskhero's AI uses OpenAI Embeddings to understand the context of a ticket and generate suggested replies. This automates part of the ticket management process, reducing the time spent on each ticket and leading to faster response times.
How does Gamma Education use Deskhero's Kanban board?
Gamma Education uses the Kanban board to visualize their support process. They can track the status of each ticket and identify any bottlenecks, helping them improve their workflow.
How does Gamma Education use Deskhero's custom fields and user groups?
Gamma Education uses these features to categorize tickets and assign them to the right support staff. This ensures that each ticket is handled by someone with the appropriate expertise.
* This article provides an example of how a fictive company in the Adult Literacy Education industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
